Subscription Management for App Engine Studio

[VikMach]

We have been trying to get some answers from ServiceNow for the past one month but weren't successful and no one is able to answer this for us, hence posting here.
Scenario 1 :  We have a few requesters who do not have any access to the platform, however may use ServiceNow Portal to submit few requests. Our ask is that due to the business requirement and design we have, we need to show a few record details (about 5 field values from previously submitted request(s)) on this new portal from.
Question : Will this cause license compliance issue if we expose few field values from previously submitted requests to other requesters who do not have any platform role assigned to their profile?

We received some guidance from ServiceNow on license usage and how we can be complaint but it is still confusing and ServiceNow Hi Support were not able to answer.
Scenario 2 : A "Request" is submitted through portal or inbound email and post submission of the request a requester now wants to modify some of those fields that were present on the portal form.
Question : As per ServiceNow license entitlement a "requester" can "modify its own request" but on the other hand it is also mentioned that "requester" cannot "modify any record". Could anyone clarify this for us because no one is able to answer this question from ServiceNow.
Are requesters allowed to modify those same fields that were present on the form but due to some mistake were filled incorrectly and requesters do not want to resubmit another request? (This is a business ask. We know cancel is an option!)

Regards,
Vikas K

[Maik Skoddow]

Hi @VikMach 

the following screenshot is from an official order form. Unfortunately it is a bit old (nowadays we have "Business Stakeholders" and not "Approver") and I cannot find anywhere an updated version. Therefore, don't rely on it! However, it will answer most of your questions:

Your question "Will this cause license compliance issue if we expose few field values from previously submitted requests to other requesters who do not have any platform role assigned to their profile?" cannot be answered on the above table, and you have to discuss this with ServiceNow. In my experience, it's always possible to find a compromise.

Maik

[VikMach]

Thank you @Maik!
ServiceNow provided the same grid to us and we have conflict around the highlighted ones.

It says requesters can "modify its own request" and on the bottom it says requesters cannot "modify any record". We need a proper clarification on this to understand whether a requester can open his/her own request from Native UI or Portal and update/change any field that was presented to the requester on the Portal while filling up the form.
From our discussion with ServiceNow, they were not able to answer this question with proper clarity.

Agree to the point that we can always find the compromise but business is looking at this option more suitable because compromise will require additional configurations on the instance.
This is where we think ServiceNow doesn't have proper answer and is not clarifying it properly.

P.S - We are aware of "Business Stakeholders" and not "Approver"

[Maik Skoddow]

Hi @VikMach 

There is no confusion and I don't know why ServiceNow was not able to answer such a fundamental question. With "any record" all other records in the system are included which were not created by the requester itself and also are not included in the matrix. 

Maik

[VikMach]

Our understanding about the above matrix provided by ServiceNow is that, requester should be allowed to modify the same fields that were provided to him/her during form submission from the Portal. However, ServiceNow has raised a license compliance issue on this kind of modification because end user is a requester and doesn't have a fulfiller role.
We are not on the same page with respect to the line item that says "modify its own request" and then counting this as license compliance issue.
We need proper clarification on this to understand if the requester is allowed to modify the fields that were presented to them during form submission in the Portal.