Licensing requirements for Incident Watch List users replying by email

[jmattw]

We are seeking clarification regarding the appropriate ServiceNow user classification, role assignment, and licensing requirements for users who are included on an Incident’s Watch list.

Our intended use case is as follows:

• A user is added to the Watch list of a specific Incident.
• The user receives customer-visible Incident notifications.
• The user replies to the notification by email.
• ServiceNow associates the inbound email with the existing Incident and records the response in the Incident’s Additional comments field.
• The user is not assigned the Incident, does not perform fulfillment work, and does not update operational fields such as assignment group, assigned to, priority, state, resolution information, or Work notes.
• The user does not require access to Incident queues or broader Incident records. Their participation is limited to receiving communications and adding customer-visible comments to the specific Incident on which they are a Watch list member.

Please clarify the following:

1. What is the official ServiceNow licensing/user classification for a Watch list member participating in this manner—for example, Requester, Business Stakeholder, Fulfiller, or another user type?
2. Does receiving Incident notifications and replying by email so that the response is recorded in Additional comments require an ITSM fulfiller subscription or other paid user subscription?
3. Does the answer differ when the Watch list member is not the Incident caller or opened-by user but is an interested stakeholder who needs to participate in customer-visible communications?
4. Would this activity be considered fulfillment if the user is limited to:
   • Viewing the specific Incident;
   • Receiving notifications;
   • Adding Additional comments by email or through a requester-facing interface; and
   • Viewing customer-visible updates?

 Thanks!
Matt Wickless

[Tanushree Maiti]

Hi @jmattw 

Users on a Watch list require no specific roles to simply be notified or view a ticket. It could have non-fulfiller users as well.

Now licensing on user decided what license model your company has procured. To Know more - Reach out to your  Servicenow Account Executive:

Note : screen shot referred from: ServiceNow Licensing Fundamentals That Shape Cost and Design

Refer: About ServiceNow Licensing Guide