Does viewing watched incidents via the ESC portal require any licence?

[OWelch]

I have a requirement to add 'My Watched Tickets' to the ESC portal - incidents where they are not the caller but have been added to the watch list. 

Before I look at editing the portal, will this work if the user only has the snc_internal role, and no business stakeholder or itil role? Would they be able to view the details of the incident sufficiently (e.g. short description, description, state, additional comments)?

I've seen similar posts where the advice is to add a read ACL with a condition for watch list, but again unsure if this would be allowed if the internal user does not have BS/itil role and therefore licence. 

[Runjay Patel]

Hi @OWelch ,

License will get count if you have written some acl overriding oob one to perform crud operations. You can display incident details using widgets for view purpose.

check this link for understanding licensing in ServiceNow: https://servicenowwithrunjay.com/licensing-in-servicenow/

Accept the solution if it helped.

[OWelch]

Thanks @Runjay Patel , so a widget that shows a read only view will also require a licence?

[Runjay Patel]

You can customise the widget as per your need, you can make copy of oob one and make changes according to your need.

[Pradeep Thipani]

Hi @OWelch ,

With sn_incident_read role users can access incidents with read only which doesn't consume any license.

Thanks,

Pradeep