Is approver_user role counted as license ?

[Pradeep Juyal]

Hi,
Looking for clarity around license usage, we have several non fulfiller users in the system, but they need to approve RITM's which would require approver_user role. Does this role consumes license ? there are mixed post around it on internet.

[Maik Skoddow]

Hi @Pradeep Juyal ,

basically a user which approves within the system is counted as Approver and for that an approver license is needed.

Only approving by email responses will not be counted as approver license and therefore many customers go that way.

But at the end you should reach out to your ServiceNow sales rep and check what your current contract allows.

Kind regards
Maik

[snbrown]

Approving via email requires an Approver (or better) entitlement on all modern contracts.  If there is an exception to this it will be noted specifically in the contract or Order Form. 

[Community Alums]

Hi, as recently as last month, reliable sources informed me that an (ITSM) fulfiller can also be an approver_user. Part of the reasoning cited is because admin is a fulfiller role - and they can 'do' anything. ServiceNow employees have also quoted this on the community. The documentation below seems is unclear. Can you offer any clarity around this, please? If this is true, will modern contracts specifically call out that a fulfiller could also be an approver_user?

Many thanks.

[snbrown]

Fulfillers may approve within the product to which they are subscribed (ITSM Fulfiller approving within ITSM).  This approval may be in the platform or via email.  No additional entitlement is required.

Fulfillers may not approve beyond the product to which they are subscribed (ITSM Fulfiller approving within Procurement, GRC, etc.).  This approval would necessitate the need for an additional approval entitlement for the user.