What is the purpose of approver_user role?

[Community Alums]

What is the purpose of approver_user role?

is this role required if any approver need to approve the request through email option ?

what is the other impact if we didnt use approver_user role for approver ?

I assume this required only if the request need to approve through service protal 

Anyone can help to understand about this role ? 

[Danish Bhairag2 · Accepted solution]

Hi @Community Alums ,

What is the purpose of approver_user role?

- This Role is required for users to approve request in ServiceNow. Without this role the user will not be able to see any Approval request either in Portal View or Native(Backend) View.

is this role required if any approver need to approve the request through email option ?

- Actually no. If any person is approving any request via Email then this role will not come into the picture.

what is the other impact if we didnt use approver_user role for approver ?

- Users will not be able to see any approval requests which are assigned to them in Native or Portal View

I assume this required only if the request need to approve through service protal 

- No. Its also required if someone needs to do it from native view.

Thanks,

Danish

[kas11]

Hello Danish,

I understand your below response and ServiceNow was allowing email approval from the inception of the product but it seems their licensing policy has been really creating confusion starting 2016 .When we initiate this matter with any account representative/Sales Rep: Always we get answer like “You need license even for approving via email” if our audit team finds then you are supposed to take necessary action to mitigate”

Technically email approval adding user name /ID “Approved by User” in approval table and apparently ServiceNow tracks that under audit and coming back with usage report if those users count is not matching with purchased “Business Stakeholders “ license and ultimately it becomes compliance issue. They may ask customer to purchase additional business stakeholder license for this approval use.

It’s been so many years and still this is gray area which ServiceNow is not fixing or documenting clearly unfortunately.

All the other tools in the market - None of them are charging to customer for viewing approval request( Basically what is requested, cost associated with it etc,)  or approve/reject action.  

Regards,

KS

[jtshone]

any idea why an itil user has approval rights in tool, but only approver_user roled user have approval rights in Agent Mobile?
why give itil users ability to approve in tool but not in agent mobile?
Get started with the mobile app for Approvals