Can Users Without Roles Approve or Reject RITMs via Email in ServiceNow?

[tilekarnilesh]

Hello Community,

I have a query regarding email-based approvals in ServiceNow.

If an approver responds to an approval request via email (Approve/Reject), do they require a ServiceNow license if they don’t have any assigned role in the system?

Also, is it possible for a user without any role to approve or reject RITMs directly from email?

THANKS:)

[SANDEEP DUTTA · Accepted solution]

Hi @tilekarnilesh ,

In ServiceNow we have different ways of approving a record where the approvers with no roles are allowed to approve record.

By Default, the My Approval module is available only for ITIL (Information technology infrastructure library) and admin users, but to make it available for non-role users follow the below steps :

1. Goto Self Service > My Approvals 

2. Click on the pencil icon beside the module 

3. Edit the field " roles " and remove any roles added to make the module available across all the users.

There are also other ways of approving the requests without making changes to the My Approval module.

>  There is an out of the box notification setup on the sysapproval_approver table, which sends out a notification to all the users based on the design customer develop to trigger the notifications.

>  With this, an email is sent to the approver, where they can directly approve the record from the email by clicking on either ' Approve ' or ' Reject '

> The customers can also use the My Approval Widget on the self-service portal for approving the records.

You can refer to the below community thread which explains the same,

Why user has no approver_user role can approve/reject by email?

Some other links,

How to Approve or Reject a record through email?

Which is the minimum role required for approvers to approve standard change or request items/catalog...

[tilekarnilesh]

@SANDEEP DUTTA  Currently trying the 2nd option, but it's not working for users without the role. I'll try the 1st option now. I'm trying to remove the role from approvals.

[Sunny3008]

By default, yes—users without specific roles can approve or reject Request via email in ServiceNow, as long as they are listed as approvers on the approval record.

This is because the inbound email action that processes approval responses is out-of-the-box (OOB) and does not check if the email sender has any specific roles, such as the approver role. It only checks if the sender matches the "Approver" field on the approval record.

Please mark the answer correct & Helpful, if it resolve your problem.

Thanks,

Sunny R