License for custom roles

[Venkat122]

Hi All,

Will servicenow charge for every custom role created in servicenow instances?

[mishu1]

Hi Venkat,

ServiceNow will charge a license for a custom role, if it has an ability to update, create a record on any of the out-of-box or custom created tables. 

ServiceNow will treat these roles as any other fulfiller, approver or a platform run time role, as these have an ability to create, update, approve records on tables. 

Only, if in case the role has a read only ability/view ability with no access to update, create between cross-linked tables, it shall not be treated as a licensed role. 

Regards,

Mishu

Note: Please mark this response as "Helpful", if in case it has resolved your query. 

[Venkat122]

Hi Mishu,

Thank you! If i create a custom role for sharing homepages, using for hiding application menus in application navigator and for giving read access to service catalog variables if sensitive data might be entered, then will these roles incur any extra license cost?

[mishu1]

Hi Venkat, 

A role which is used to hide application menus and for giving read access view to catalog variables might enter into a requestor/end user category. However, a role which gives an ability to share home pages might have fall into a fulfiller category. 

You can also get this confirmed by raising an Incident ticket on your customer's HI Instance, or either by contacting your ServiceNow sales account manager and they will let you know if in case these custom roles can fall into a fulfiller or a platform run time license category, as sometimes the permutation and combination used for license calculation are different. 

Regards,

Mishu

Note: Please mark this response as "Helpful", if in case it has resolved your query. 

[sachin_namjoshi]

There a 3 types of users that interact with ServiceNow:

Requester - These are non-licensed users that can access self service portals like Service Catalog, CMS/Service Portal, Knowledge Base, etc and can request services. They can create a request, view it and modify it. These are typically your "users", people that put in tickets and things like that looking for help from IT

Approver - Has all the rights included above but has the additional right to approve/deny requests assigned to them. This is a pay license. It is typically for managers or budget people to approve requests that cost money. It can also be used for Change Advisory Board members. Basically any person that needs to approve/deny a request should have this license

Fulfiller - Top level, most access account. Reserved for users that will actively be working on records, moving them between groups, closing them out etc. If you're using ServiceNow in mostly an IT use case, all your technicians, engineers and basically anyone that can be "assigned" a ticket should have this level of licensing. It is the most expensive (i think) but also gives the potential for the most access to the platform.  

you should also contact your sales rep for prices

Regards,

Sachin