How to manage tasks to non-ITIL users

[Dsm1]

I have a process that would be extremely costly using the current ServiceNow licensing structure.

I have a very large population of users who do not need to be in the SNOW platform on a routine basis, but get 1-3 items per month that require them to perform a task.  I know I can send a notification to that non-ITIL person alerting them of the task that they need to complete.

This task is always a one-off, part of their job functions, but all of their work is outside of the SNOW system and all they really need is the ESS role to create requests and report incidents.

What is the best way for the non-ITIL user to notify a workflow or flow that they have completed their task?  Would I want to use a button embedded within the email for the response and also what if that non-ITIL user has remarks that they want to update with their chosen button?

[Jeff Currier]

As a ServiceNow employee, I should first suggest you work with your account team to see if there is a way to appropriately assign value to these users and then arrange the subscription appropriately.

An alternative may be to parse the response e-mail from this user.  If you carefully craft the notification, you could parse on some very specific key words and then update the task appropriately.  You can look at some of the e-mail action examples.

-Jeff

[Dsm1]

Thank you I will reach out tomorrow.

The link you provided gives examples but doesn't show specifically what I'm trying to do via request fulfillment.

[Jeff Currier]

Yes, what you are trying is a bit more complicated but should be possible along those lines. This example is a little closer to what you were looking for.