Is ITIL license required in order to have access to RITM and tasks?

[sonita]

Is ITIL license required in order to have access to RITM and tasks? Is there any other role we can grant to users in order to have access to RITM and tasks?

[john_duchock]

OOTB, not really...  let me clarify a bit (though your license agreement may vary...please see your sales rep)

ITIL role is required to complete/close a record (fulfill the request), however non-itil users do have access to their open records.  This is typically called "ESS" access.

ESS users are typically users that have no roles and as a result can only see tasks that they "own" and their access is typically limited to adding comments.  I have seen some customers that allow ESS users to "cancel" a request/incident as this is not completion.

Technically speaking, you could configure your system to allow ESS users to have more access than just adding comments, but you begin to blur the line a bit between requesters and fulfillers.  Keep in mind that ServiceNow can "true-up" your licenses by determining how many users are actually completing tasks (and applying approvals...see approver licensing).

When in doubt, ask your sales rep...they know more about your account than anyone that can respond here...

Hope this helps

[sonita]

Thank you!