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a month ago
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.
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a month ago
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 😉
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */
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a month ago
HI @NewToSnowNow
Another thing you need to consider is licensing, a fulfiller requires ITIL role, which is licensed per user, so if you have thousands of those technical users to use Workspaces you will need to consider the license.
Talking to your account manager (if you already have one) in ServiceNow would explain way much better.
