Does having only the sn_incident_read role constitute a Fulfiller license?

jb001 · ‎03-11-2020

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!

TrevorK · ‎03-11-2020

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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Jeff Currier · ‎01-28-2021

Mike,

Are we not down the road now? The Approver role is obsolete. With Business Stakeholder you can get read-only views of those records.

mike_foreman · ‎01-28-2021

that's a big improvement! my testing was in my PDI and i found that even with an approver license i could not really see much in the way of details for the record needing an approval. i'll rerun using the BusStkholder role. Thank you!