What is possible within the requester's scope of operation

[bonsai]

I believe there are limited options for what the requester can do.
Ultimately, I'll need to confirm with Servicenow sales.

I'd like to ask if the following is possible, to the best of your knowledge. Does anyone know?

1. The requester uses a catalog item to create a record in the Requested Items TBL.（sc_req_item）
2. After the requester submits the catalog item, a flow runs and creates a record in a custom table.
3. The creation of a record in a custom table triggers a business rule, which updates a record in another TBL (created by someone other than the requester).

[lauri457 · Accepted solution]

The platform would essentially be worthless if you couldn't do basic automation like this without paying for a seat for the requestor.

Of course, you could be in breach of your contract if this automation ultimately equates to fulfilling a ticket or something. In that case check with your sales rep.

[lauri457]

This is a perfectly normal course of events. You can even skip step one and use a record producer to create a record directly in your custom table. 

What is it exactly are you woried would be the blocker? Licensing? Generally speaking you can't circumvent the itil role but the above is pretty much what record producers and the catalog are for.

[bonsai]

What I'm concerned about is violating the license.

When I implement 1-3 in the requester, I'm wondering if updating another table (for example, incidentTBL) in 3 will violate the license.

Ultimately, I'll have to ask sales, but if I know in advance that it's not possible, I don't plan to inquire.

[lauri457 · Accepted solution]

The platform would essentially be worthless if you couldn't do basic automation like this without paying for a seat for the requestor.

Of course, you could be in breach of your contract if this automation ultimately equates to fulfilling a ticket or something. In that case check with your sales rep.

[Ankur Bawiskar · Accepted solution]

@bonsai 

my thoughts

-> Feasible: Requester submits sc_req_item → flow creates custom table record → BR updates incident table.

-> No License Issue: Automation runs in system context; requester's ITIL license unaffected by downstream updates.

Note: better to check out your ServiceNow account executive for any licensing questions like this

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