How is the Business Stakeholder role licensed

jsnmllr1981 · ‎12-24-2019

I was excited to see the Business Stakeholder role in New York but when I looked it said it had an additional cost. Does anyone know how this is licensed? We have ITSM Pro

Jeff Currier · ‎12-25-2019

Yes, it is a paid subscription. It is similar to what was the approver license but now with more functionality. It is significantly less expensive than your ITSM Pro licenses and your account team can give you specific pricing to match the value it would provide your organization

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jimbobtx · ‎08-28-2020

This license doesn't allow the user to view Cases or SCTASKs. You can view dashboard counts of them, but you can't drill down into them and view them.

Jeff Currier · ‎08-29-2020

Interesting. The intent of the role is: "Business Stakeholder User can perform everything a Requester does as well as approve requests, view any record and view and drill down reports. Business Stakeholder subscriptions pertain to ITSM, ITBM and App Engine products only"

I would assume that include service catalog tasks. It could not include CSM or HR Cases.

Did you open a Hi case about visibility to SCTASK? Curious if there is an official response there.

Also, the App Engine part of the role allows for customization of the role itself. If you have an App Engine entitlement, visibility to app engine custom table would need to be added to the BS role. Similarly, custom tables bundled with ITSM would need to be added to the BS role to allow visibility. I believe this would be included with the Business Stakeholder entitlement.

jsnmllr1981 · ‎08-31-2020

I talked with HI about this and they agreed with me they should be able to SRs and all the records (tasks, ritms, etc). So this may change in the future as that is what the documentation says. I actually made changes to the ACL's to allow this.

jimbobtx · ‎08-31-2020

As it turns out, because we upgraded from Madrid to Orlando, there's another plugin that must be activated. https://hi.service-now.com/kb_view.do?sysparm_article=KB0758032 is the KB article. We had to request the com.snc.itsm.roles plugin from ServiceNow. Sorry to stir the pot, but we literally tried to get this working only last week and it was a surprise.

Ashok B · ‎09-21-2021

Is Business stakeholder role user can't edit ticket ??? I can see they can't search user names as well. is that by design?

W.r.t to req they able to search with Ticket ID in Global search but not with the username

Thanks