Building a portal for backend users

[Khanna Ji]

Has anybody built a portal in ServiceNow for agents working on ITSM tickets like help deskh who just have to interactive with users over additional comments? This will save the licensing for for itil users I think and much effective way to reduce the license cost.

Please share your thoughts on this

[Niklas Peterson · Accepted solution]

Hi @Khanna Ji 

Your logic is flawed. Without an itil license the users are only allowed to interact with their own records.

Regards,
Niklas

[Khanna Ji]

Thanks Niklas. Good to know its not allowed. 

Threat closed.

[Dr Atul G- LNG]

Hi @Khanna Ji 

Portal items are meant for end users, not for fulfillers. And to work on any records as fulfiller minimum module level roles or ITIL role is required. And how you think it is a violation of NDA and breach of contract. Don't try to replicate which OOTB is available, that will increase technical debt.