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

[tabitha]

Any Fulfiller is by default an approver as a Fulfiller may do anything up to administration.  If you have a non-subscribed user that needs to approve, that user would need to have the Approver or Business Stakeholder subscription.  Requesters may not approve.

[quiksilver]

I was referring to tickets they own.   If they reply via email to update the comments, is this still allowed for non licensed users?

How about for users in the watchlist, I understand they can also reply via email for their comments to be reflected in the ticket, is this still allowed?

[tabitha]

Yes, a Requester can comment via email on their own records.   As for Watch List, if that User is a Requester then they may not comment on the watched record (by any means) - they can just watch.   Obviously, if they are a Fulfiller then they may comment.

[bonniekistner]

Can an individual with an Approver license view anything in the wireframe?  For instance, can they see an incident and the details if I send them a link?  Ours cannot, but we have a redirect set up where anyone not in the ITIL role is redirected to the Service Portal.  I'm wondering if that is causing issues or if approvers cannot see the wireframe.