ESS users typically have the ability to initiate requests via catalog items, report incidents if they encounter any issues, and perform other related tasks within the system. They also have access to knowledge articles, enabling them to explore available information before raising an incident. Additionally, when users are added to the watch list of a request or incident, they gain access to those specific records as well.
It's worth noting that these definitions can sometimes vary depending on the specifics of your contract and the use of scoped applications like HRSD or HR Service Portal. For more detailed information tailored to your specific setup, I recommend reaching out to your account manager.
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