Non-fulfiller to write comments on approval requests

[sabrina0522]

Hi, 

For our organization, we want the user requesting access to an application to be able to write comments back to the approver. 

Example:

1. User requests access to application 

2. Line manager is uncertain why the application access is required for this user, so a comment is added to the approval asking user the reason for request. 

3. User can reply back without utilizing a fulfiller license. 

4. Manager approves based on user's comment.

It seems that the ServiceNow role called sn_request_write, which uses a fulfiller license, needs to be added for this functionality to take place. However, we don't want an approver who only uses ServiceNow to approve to use a fulfiller license. 

Has anyone been able to come up with a work around on this?

[Manoj89]

Hi,

Way 1:

There is a license called stakeholder associated with the role "business_stakeholder" by which the user can approve/reject an approval from the service portal with comments.

Way 2:

For the email itself, an approver can add his/her question in the body and reply which will be added to the comments of the approval record, then you will have to set up an email notification on that table so that the requestor receives the question and replies to it.

[sabrina0522]

Thank you for taking the time to help! I will run this by my team and will let you know if I can accept as solution. 🙂