Questions on licensing

[geek1]

Hi everyone,

I have a few questions on licensing that I was hoping someone here could shed some light on.
1) Licenses are only tracked on prod, correct? Sn doesn't care about the lower environments?
2) Do INACTIVE user accounts who have a role attached to them really count as a license in production? I'm speaking of accounts that do exist in the system but can't be logged into.
3) I was told some things CAN be done without granting someone a role. Can someone validate the following?
***You can allow non-roled people to use Reporting (not so EVERYONE can use it, but there's a way we can get it so a list of people can access reporting without costing a license)
***There's a way to allow someone to work on an incident without requiring a role or a license. I was told they can't be assigned the incident itself but perhaps a task can be attached to it and assigned to the person.
***Approvers - I was informed that managers who do nothing more than approve requests can do so without costing a role or license.

Any insight you have on this would be much appreciated! We have way more licenses used than we'd like right now and are trying to free some of them up.

[gigi3]

Hi Andrew,

I have the same problem about "auditors".

I need to grant to some "auditors" user the possibility to view (only view) the tickets opened and managed by operators (fulfiller).

This auditors have no OOTB roles (itil, approver, etc) , only a custom role

You   confirm me that for "auditor" users with a custom role assigned to them, need to have a license?

Thanks a lot

Giovanni

[ayush_saxena]

Ideally we don't give these privileges to an End User, because as per ITIL process change is always a result of an Incident or Problem Ticket.

And tempering with CMDB can also lead to issues.

But in answer to your question OOB servicenow does not grant access for Change Management to End Users which can be customized by modifying few ACL's.

Coming to contractual part, i am not aware of the consequences of the same.