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03-11-2020 08:51 PM
Hi, Gurus.
We have the ITSM Roles - Incident Management plugin activated in our instance which added the sn_incident_read role. Does assigning this role to a user who previously has no roles (i.e. Requester) transform that user into a Fulfiller (even if it's only a "read" role and no actions are to be done by the user in ServiceNow)?
Thank you!
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03-11-2020 09:13 PM
Personally I would always ask your sales rep - licensing can and does change all the time.
That said I think the answer is that yes, that role requires a license. See here: https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service-management/concept/csm-integration-itsm-granular-roles.html
Customer service agents with this role can view information about an incident record associated with a customer service case.
My experience tells me that a role with this purpose will consume a license. It specifically mentions it is for licensed users. You are only supposed to be able to read YOUR records for free (and a handful of tables, none of which are Incident). When you start to read other people's record it consumes a license.
Again contact your sales rep but I would be very surprised if this role did not consume a license as we presented this same scenario a couple years ago and were told "no way that's going to be free".
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03-11-2020 09:13 PM
Personally I would always ask your sales rep - licensing can and does change all the time.
That said I think the answer is that yes, that role requires a license. See here: https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service-management/concept/csm-integration-itsm-granular-roles.html
Customer service agents with this role can view information about an incident record associated with a customer service case.
My experience tells me that a role with this purpose will consume a license. It specifically mentions it is for licensed users. You are only supposed to be able to read YOUR records for free (and a handful of tables, none of which are Incident). When you start to read other people's record it consumes a license.
Again contact your sales rep but I would be very surprised if this role did not consume a license as we presented this same scenario a couple years ago and were told "no way that's going to be free".
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03-12-2020 04:05 AM
I agree with TrevorK here both on contacting your sales team and that it would consume a fulfiller license. I would only add that for this use case, the Business Stakeholder subscription might be an economical solution for you.
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03-24-2020 10:38 PM
Thank you, TrevorK and Jeff! I did more searching and I agree that this would indeed require a license. I agree that the Business Stakeholder license does seem appropriate for this specific need.
Cheers!
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01-28-2021 10:39 AM
I understand the answer but i wish it wasn't true. The Approver role/license really doesn't let you see details in the portal view so it would be great if approvers had a read-only view of records from the portal. But alas, maybe down the road.
