Portal vs Workspace

[NewToSnowNow]

We have a unique use case for which we are planning to use service now. We do not have a Requestor- Fulfiller type of model. 

Is it possible to give the fulfiller a better use experience similar to a requestor by exposing some of the key features like approvals, work queue at portal level.

[GlideFather · Accepted solution]

Hi @NewToSnowNow 

To react to your title "Portal x Workspace":

• Portal
  • is for end users,
  • usually less technical audience,
  • allows to report issue or request sw/hw,
  • access knowledge articles.
• Workspace
  • is for agents/fulfillers,
  • usually technical people (service desk, managers, admins),
  • allows them to work on the records created from Portal.

ServiceNow is very complex platform and you can implement pretty much anything, it's more difficult to design any business process rather than to implement it...

You mentioned "unique use case", can you share any details? It's difficult to give you any advice when it seems to be a mystery 😉 

[NewToSnowNow]

Thanks for the insight. The unique use case we mentioned about is related to how Service now is typically used as a Requestor and Fulfiller.

In our space, we consider Requestor an Fulfiller as end user who is less technical. Hence we wanted to see how we can limit the workspace to technical users (select few) and the requestor and fulfiller can operate directly on the portal 

Sorry I am not an expert in SNOW, we are coming from a Pega background and evaluating SNOW as a solution

[GlideFather]

No problem!

Usually the user access to workspace is ITIL role but it can be any other

Note: please do NOT call ServiceNow SNOW.. snow is a different software product, rather go with "Now", "SN" or "servicenow", nothing else 😛 😉

[NewToSnowNow]

is it possible to assume that any field that can be configured on workspace can also be similarly configured on the portal?

We want to minimize any customization.

We are trying to see if we can keep all our users on portal and only admins on the workspace.  Like i mentioned earlier, our fulfillers are also end users