Which is the minimum role required for approvers to approve standard change or request items/catalog items?

[andreazaffaroni]

Hi all,

1) Which is the minimum role required for approvers to approve standard changes in each distinct phase or request items/catalog items?

2) Do all the members belonging to the CAB approval group need any role to approve?

[sachin_namjoshi · Accepted solution]

itil user has always been able to approve requests, change reuqests.

Any user, regardless of role, is allowed to approve via email.

I think the only people needing the approver_user role are those who need to approve via the full client interface but do not already have a role.

However, in all cases one should check with one's account rep.   There's a vast number of unique arrangements out there.

Regards,

Sachin

[andreazaffaroni]

So if I understood correctly by giving to some users the 'approver_user' role I do not need to give them the 'Itil' role as well?

[sachin_namjoshi]

Yes, it's true vice versa also.

If user has itil role, then you don't need to provide separate approval_user role.

Also, please note that there may be separate fee for approver_user role.You can contact your account rep for more details on licensing.

Please check below for more details

Base System Roles - ServiceNow Wiki

Regards,

Sachin

[andreazaffaroni]

Well since you are very helpful i will ask you another question correlated to the previous one.

I had some business rules applied to different tables (change_request,incident,task). By assigning the Itil role to some users, everything is fine when they have to approve a change or a request, instead I get the message 'record not found' if the users have only the 'approver_user' role.

What can I do? Should I create any ACL?