what ESS users have access to in servicenow

[wakespirit]

dear all,

when using an ESS user in service now what he has access to exactly?

some says only the service portal and others says, knoledge base, news, my request.

I get confused can you clarify?

how can I verify it ?

regards

[Deepak Ingale1]

Hi

In general, ESS users are users who can create request via catalog item, create incident if the face any issue and so on.

With that said, they can have access to knowledge articles as well in order for them to check available knowledge content before raising the incident. 

Also, if you add users in watch list of the request or incident, they do get access to those records as well.

With all this said, I would suggest to get in touch with your account manager to provide in details since these definition may vary based on contract as well and specially when you use scoped applications like HRSD or HR Service Portal

Note: Please mark this reply as correct if it has answered your question.

[wakespirit]

so this question anser is wrong then correct:

[Deepak Ingale1]

Hi,

I would first understand the context of the question, in general if you have service portal enabled and ess users are getting routed to service portal, then yes. Also access to Service Portal does not stop them having access to their own request / incident or request or incidents they are in watch list of knowledge articles they are entitled to see.

[wakespirit]

so saying that he only have access to Service Portal is true or false according to you in question above ?