CreateNow licenses and core Catalog functionality

[Uncle Rob]

Assume I have a team with CreateNow licenses and a custom task application.

Are these users capable of receiving sc_tasks from standard Catalog workflows without incurring another stacked licenses?

[Uncle Rob]

For that matter, how much "core" stuff can a CreateNow licensed user use without stepping on a license stack landmine?

• Knowledge?
• Coaching Loops?
• Surveys / Assessments?

[alan_lowrance]

To assign one of the core ticket types to a person for fulfillment (sc_task, incident, change request, change task... etc) requires that user to use the full license (anything the itil role requires).   Giving a role to anyone used to consume a license, but now if you create new roles for new tables you create, that only requires a CreateNow license.   But if they are fulfilling core things, Knowledge, Incident, etc. that is a license.   No license required for approvals or being on the public watch lists of tickets... but if their name can go into an "assigned_to" field and they are able to work and close one of those core ticket types, that's a full license.

[Uncle Rob]

Hey Alan,

I know you're trying to be helpful, but my questions are driving towards greater specificity from ServiceNow, along with alignment with how their platform actually works.

For example,

- you may not be aware but for many contracts, approvals ARE licensed.   It just depends on if you're giving the approval / rejection in the full UI or email.

- Being on the watch list?   A major Pharma in Illinois was told last year that opening tickets on another's behalf requires a full license.
- Fulfilling core things like Knowledge or Incident?   My CreateNow folks don't need incident, but they do need knowledge.   Knowledge isn't task, so what makes it require full Service Management license.
- CreateNow apps are tasks and can be assigned, so the simple act of assignment doesn't govern CreateNow license vs "full" license either.
- Request Items are tasks, but they're also core to Service Catalog.   Does interacting with them require a Service Management license?   (One sales rep has told me yes, another no).

[alan_lowrance]

Yeah it is very confusing, and SN does need better rules and guidelines on it.   But anything after Aspen/Berlin no longer requires roles for approvals (inside or outside the system).   Probably takes a full license to create new approvals, but it uses a script include that determines isApprovalMine() and allows approvers to approve/reject based on that.   Also, opening a ticket on behalf of someone else doesn't cost a license if you have them using Record Producers on the ESS with a custom variable you have created called "On Behalf of" or something and have the Record Producer script pull that into the Caller_ID or Requested_By or another field you designate to do that.   But yeah, if you're giving them actual write access to the incident.form or something, I would think that is where the line is drawn for license-use.