What exactly can a Demand User do within Demand?

[Ant1]

When looking at the descriptions of the Demand Admin role VS the Demand User role it's very vague.   Obviously the Demand Admin can do everything within Demand, but is the Demand User limited to view only?   The description for the Demand user role states that it can access the Stakeholders and Demand module but not much more than that.   Even to create a new Demand is limited to the Demand Manager role.   Outside of cusomizing the role for what we want to do, I'm just trying to determine what the Demand User can do by default.

Thanks!

[Sean Witt · Accepted solution]

Hi Anthony.

The short answer is that a Demand User (the it_demand_user role) can't do much, beyond creating draft demands, and viewing or adding work notes to demands created by other people.

Last I heard, the way that licenses for the ITBM applications (like Demand and Project Management) are sold, you basically have two tiers of authorized users:

1. it_project_manager (i.e. PM)

2. it_project_user

The PM level license costs more, and gives those user almost full access to the applications and modules in the suite. The project user role is much more limited; on most forms, they are able to view everything, but can only add work notes and update a handful of other fields (like closing out a project task).

So the licensing module assumes that you will pay more for licensing for the people that are doing more work in the system (like the PMs).

The it_project_manager role automatically inherits the it_demand_manager role. So Out of the Box (OOTB), ServiceNow assumes that you will want your PM types to be able to have full view and update access to the demand record.

The it_project_user role does NOT inherit any demand specific roles. It looks like OOTB the only thing the it_project_user role sees for demand is the Self-Service > Create New and Self-Service > My Demands modules. This user can only view the demands that they created, and they can mostly only edit those demands while they are in a "Draft" State. Once the demand is pushed forward to the "Submitted" State, the form is almost 100% read only for this user role.

OOTB, users with the it_demand_user role will see the same Self-Service modules as the it_project_user role, and will also see a few of the modules under the Demand application. But Demand Users do have some additional access, because they are able to view all of the demand records, and not just the ones that they created. Demand users can also create a new demand, and fill out the form. But as soon as the demand is submitted/moved past the "Draft" State, it becomes mostly read only for the demand user, just like it does for the project user role.

So both of these lower roles are able to create and submit draft demands, and the demand user is able to view all of the demands in the system. But making updates after the "Draft" State requires the it_demand_manager role, which will be inherited automatically by any PMs with the it_project_manager role.

Sean

[Ant1]

Sean thank you so much for all of this information.   This definitely helps us in making decisions based on these roles.   Thanks especially for expanding out to explaining the project roles, those were also in mind when asking my question.

Thanks,

Anthony

[chhavi111111111]

Hi,

Will it_demand_user role require license?

[Sean Witt]

You're welcome Anthony. Two other little things to keep in mind:

1. The license for the ITBM applications (project, demand, resource, etc.) is different than for the other ServiceNow offerings. So don't give people ITBM roles like it_demand_manager unless you are planning to purchase a license for them. Even if those users are already active fulfillers elsewhere in ServiceNow (like as fulfillers for incidents and change requests), that is a different license than ITBM. You can confirm that with your ServiceNow account representative, because sometimes the licensing approach changes with new versions of ServiceNow...just think about licenses as you build out your groups and setup access for the Demand and Project forms.

2. For several of the PPS related roles, you will see two roles with very similar names. For example, there are roles for "demand_manager" and "it_demand_manager". You will want to use the roles with the "it_" prefix, the others I believe are older legacy roles that are no longer relevant. The two most important are the it_project_manager and it_project_user discussed above, but there are also application specific roles like it_demand_user for companies that want to get even more granular in controlling access. ServiceNow explains this on the docs site, but it is still easy to get confused since the role names are so similar.

Sean