Does the user role consume a ITIL license, or have a subscription tied to it?

[Jacob23]

Hi,
Due to a process, we were required to assign the role "User" to our users. After reading the description for this role I wanted to confirm if this does not use a fulfiller license (ITIL), or if it comes with a cost.

 This is what the "User" role currently says in my instance:

"Available for customer use. Has no function out-of-box, but users with this role will be counted as licensed Fulfillers."

[Community Alums]

Hi @Jacob23 ,

Yes ITIL is required for ITSM process like Incident, Request Fulfillment and so on. Service Portal does not need license. You can see portal by default without role but if the developer have user criteria on catalog item then you need to satisfy that to see the item.

[Jacob23]

Hi Sandeep, so I am specifically talking about the role called "User" not "ITIL". I dont I wanted to confirm if this "User" role was licensed in anyway? Based on what the description of this role says I am concered it might bring a cost with its use - "Available for customer use. Has no function out-of-box, but users with this role will be counted as licensed Fulfillers."

[Jacob23 · Accepted solution]

I confirmed with ServiceNow that this role does not consume a license. It is however a legacy role, it is not best practice to use this. You should look to use a custom role.

[Community Alums]

Hi @Jacob23 ,

Again , if you cerate a custom role , it will consume license.