Impact of Custom role with same ITIL access

[Nisha30]

Hello Experts,

we have a custom role . 

Purpose : It has Read-Only access to all Incidents/Change/problem/service requests

We have provided the access via ACL, 

Question: Is there any impact in billing since ITIL license are cost effective but having same with custom role (read-only) is there any impact.

Need your expert thoughts on this please

Thanks

[Dr Atul G- LNG]

Hi @Nisha30 

May I know why you're creating a custom role for read-only access? ServiceNow provides out-of-the-box (OOTB) read-only roles for incidents, changes, and problems. Creating custom roles for this purpose could lead to technical debt, and it's not a good practice to recreate something that can be achieved using OOTB roles. The new role you're creating is already available OOTB, and it should fulfill your requirements.

[Nisha30]

HI @Dr Atul G- LNG 

reason for this as we donot own so many licenses , but there is a need to read only records for some end users.

Can you please share what OOTB roles are specific for INC, CHG, PRB and SR. I can not see any role with name such as Incident or change . OR they are with different names?

Thanks

[Dr Atul G- LNG]

Hi @Nisha30 

sn_incident_read

sn_change_read

sn_problem_read

sn_request_read

[Nisha30]

Hi @Dr Atul G- LNG 

thanks i was searching but in my system i don't see any of these roles. We are in Yokohama.

Thanks