Requester-licensed users to create and use Form Templates

[SYCTC001]

Hi team,

I am currently exploring the best way to utilize Form Templates in our production environment. Our goal is to allow users to create templates to reduce their manual data entry effort.

Form Template：

https://www.servicenow.com/docs/r/ja-JP/platform-administration/c_Templates.html

Regarding this, I would like to know the technical feasibility and licensing implications of the following scenario, specifically whether we can keep these users within the "Requester" license scope.

[Key Points / Discussion]

1. Fulfiller Users: Can we grant template creation permissions to internal Fulfiller users? (We assume this is standard, but want to confirm).

2. Requester Users: Can we grant template creation permissions to certain Requester-licensed users?

   • Note: We are considering a setup where we grant Create ACLs on a Task-extended table to these users, while still arguing they are "Requesters" from a usage perspective.

3. Licensing Risk: If it is technically possible to grant template creation capabilities to a Requester-licensed user, would ServiceNow audit tools automatically reclassify or flag them as a "Fulfiller"?

We understand that from a compliance and best-practice standpoint, this approach is highly discouraged and we should advise the customer against it. However, we would highly appreciate it if you could clarify what is technically possible vs. impossible, and how the system/licensing model handles this.

Thank you in advance for your insights!

[Mark Manders · Accepted solution]

1. Yes. They already have.
2. Be aware that they will become fulfillers in the eyes of ServiceNow if they can do more than create. However, I would never allow requesters to create their own templates. Create them for them.

3. Anything regarding licenses needs to be checked with your ServiceNow account rep, even though they probably won't know either. But trust that their auditing tools will find it.

And as you said yourself: this approach is highly discouraged. Just tell your customer 'no'. Because even if it can be done license-wise, you will get a lot of garbage when end users start creating templates.

[Shiny-Syslabo · Accepted solution]

Recommendation: Highly Discouraged 

Technically "may" possible, but a severe compliance risk

 

1. Licensing & Audit Risk (Fulfiller Classification)

• High Risk: Granting Create ACLs on a Task-extended table to a Requester will automatically reclassify them as a Fulfiller during ServiceNow license audits.
• System Logic: ServiceNow audit tools (e.g., Compliance Dashboard) trigger Fulfiller status based on granted roles and table-level write access, regardless of actual operational usage or "Requester intent."

2. Form Template Governance (sys_template)

• Best Practice: The ability to create and manage shared Form Templates is strictly intended for Fulfiller or Admin roles (itil) to maintain process standardization.
• Technical Limitation: Allowing Requesters to create templates natively disrupts the platform's out-of-the-box security and governance model.

3. Recommended Alternatives (Standard Features)

To reduce manual data entry for Requesters without breaching licensing agreements:

• Service Catalog / Catalog Builder: Use catalog items with smart default values or custom "Copy/Duplicate Previous Request" UI actions on the Employee Center.
• Favorites Feature: Direct users to utilize the native "Favorites" feature to save filtered or pre-filled workspace links where applicable.

[Mark Manders · Accepted solution]

1. Yes. They already have.
2. Be aware that they will become fulfillers in the eyes of ServiceNow if they can do more than create. However, I would never allow requesters to create their own templates. Create them for them.

3. Anything regarding licenses needs to be checked with your ServiceNow account rep, even though they probably won't know either. But trust that their auditing tools will find it.

And as you said yourself: this approach is highly discouraged. Just tell your customer 'no'. Because even if it can be done license-wise, you will get a lot of garbage when end users start creating templates.

[Shiny-Syslabo · Accepted solution]

Recommendation: Highly Discouraged 

Technically "may" possible, but a severe compliance risk

 

1. Licensing & Audit Risk (Fulfiller Classification)

• High Risk: Granting Create ACLs on a Task-extended table to a Requester will automatically reclassify them as a Fulfiller during ServiceNow license audits.
• System Logic: ServiceNow audit tools (e.g., Compliance Dashboard) trigger Fulfiller status based on granted roles and table-level write access, regardless of actual operational usage or "Requester intent."

2. Form Template Governance (sys_template)

• Best Practice: The ability to create and manage shared Form Templates is strictly intended for Fulfiller or Admin roles (itil) to maintain process standardization.
• Technical Limitation: Allowing Requesters to create templates natively disrupts the platform's out-of-the-box security and governance model.

3. Recommended Alternatives (Standard Features)

To reduce manual data entry for Requesters without breaching licensing agreements:

• Service Catalog / Catalog Builder: Use catalog items with smart default values or custom "Copy/Duplicate Previous Request" UI actions on the Employee Center.
• Favorites Feature: Direct users to utilize the native "Favorites" feature to save filtered or pre-filled workspace links where applicable.

[Shiny-Syslabo · Accepted solution]

回避策として、ライセンスの一時付与（Time-Limited User Roles）という手もありますが、

ライセンス付与のタイミングが被ると、契約数をオーバーするリスクがあるため、根本的にお勧めできません。

また、UUにしたとしても、根本的にお勧めされない構成のため、

ユーザータイプごとに違うビューを作ってあげるなどの工夫か、リクエストを受けてテンプレートをFFが作る仕様をお勧めします。