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

[quiksilver]

Hi Tabitha,

tabitha Quick Question, Does approving via email for change and request require license cost?

Thanks

Broderick

[tabitha]

You will have to refer to your contract to be certain. Today, all approvals, no matter what the source, require the user be subscribed as a Fulfiller or Approver. This has varied in the past though so your contract or Account Executive would be the source of truth.

[quiksilver]

Many thanks for your response tabitha

One last question.   Does the same apply for additional comments? where in non licensed user reply to the email, and their reply is posted in additional comments of a ticket?

[tabitha]

I'm not certain I correctly understand the question, but Requesters may not view or update records that they do not own.   In order to add a comment or work note, change a status, or even view a record, other than your own records, the user must be a Fulfiller.   This is standard policy, but as always - please reference your specific contract.

[kevinclark-7EL]

This comment is troubling: "You will have to refer to your contract to be certain. Today, all approvals, no matter what the source, require the user be subscribed as a Fulfiller or Approver. This has varied in the past though so your contract or Account Executive would be the source of truth."

Email approval inbound email actions, delegation rules and a significant number of capabilities exist in ServiceNow Out-of-the-Box to allow Approvers to be nominated even if they don't have an approver role and to allow inbound email approvals.

If Inbound Email approvals are now, by default, not part of a standard licence subscription, then I would expect the ServiceNow Out-of-the-Box product to have a simple way to enforce this new/reintroduced restriction on email approvals.

If the SN product doesn't support this (which I don't believe it does), then it becomes a mandatory implementation cost to actively disable OOB functionality which isn't made explicit to the customer.