Licensing for Approvers and Fulfillers

[shibinmonjoseph]

Hi,

I have a question on Servicenow licensing for Approvers and Fulfillers.

I understand that an Approver can perform all requester actions and view or modify requests directed to the approver. Approvers have the approver_user role, but no other roles and a Fulfiller can access all functionality based on assigned roles. Fulfillers have one or more roles other than the approver_user role.

Do we need separate licenses for both these roles?

If I have Fulfiller role, can the same license used for approver as well?

Please advise.

Thanks,

Shibinmon Joseph

[Michael Fry1]

Normally if you just have the approver_user role, that's not counted as a license. If you have fulfiller license, you'll need to also have the approver_user role for approvals. The final decision on licensing is up to your SN Sales Rep, should you should always direct questions to them for final anwsers.

[tabitha]

Hi Shibinmon, I am the Product Manager for ServiceNow Subscription Management.   A Fulfiller has all rights within the product suite purchased, including approval rights.   You can reduce your Fulfillers rights as much as you'd like for a set of Fulfillers, but you could also make every one of them an admin.   You would just purchase Approver subscriptions for users that are Requesters, but also need the right to approve.   Contrary to what Michael said above, users with just the approver_user role are counted as Approvers.   If the user is a Fulfiller that has the it'll or any other Fulfiller roles AND approver_user, they are Fulfillers.   Please let me know if you have any questions.   -Tabitha

[shibinmonjoseph]

Thanks Tabitha. I have one more question: A requester who just raise tickets in portal, do they have access to reports and catalog entries? I hope the answer is 'No' but want to conform it.

Thanks

-Shibin

[tabitha]

Requesters can see reports published on their dashboard, but the data can only be theirs.   Meaning that if the report is open incidents, all incidents over the last year or open catalog requests, the Requester will only see THEIR records.   On the catalog entries question, I'm not sure what you mean.   A Requester can of course see all catalog items not specifically restricted from them.   They can also see their request and the status on the portal dashboard if that's what your business would like to present to them.   If for some reason you do not want Requesters to see their open requests then you can choose to not present that as well.   Please let me know if I have not understood the question.