Enhancement vs. Standard Change

Go to solution
Maureen Roberts
Tera Contributor

6 hours ago

We are about to launch an Enhancement request that will be accessible to all end users, regardless of their role, so that they can request minor enhancements from the development teams.  However, one of our teams needs to receive requests for configuration changes as well.   Is it possible to make a Standard Change request available to all users on the service portal?  Or do you need to have an ITIL license to see this type of request?

 

 

0 Helpfuls
  • 193 Views
1 ACCEPTED SOLUTION

Go to solution
Itallo Brandão
Tera Guru

5 hours ago - last edited 5 hours ago

Hi @Maureen Roberts,

No, they do not need an ITIL license to submit the request. Since a Standard Change template is just a Record Producer, you can make it available to "Any User" via User Criteria on the portal.

While they can submit it, the default ACLs (Access Control Lists) on the change_request table usually require an ITIL role to read the record. This means users might submit the form and immediately see a "Security Constraints" error or be unable to track the ticket status afterwards unless you adjust those permissions.

If this answers your licensing question, please mark it as Accepted Solution.

Best regards,
Brandão.

View solution in original post

0 Helpfuls
5 REPLIES 5

Go to solution
Itallo Brandão
Tera Guru
In response to Maureen Roberts

4 hours ago

Hi @Maureen Roberts ,

Yes. This is actually the modern "Gold Standard" for ServiceNow architecture.

It completely decouples the Employee Experience (UR) from the Technical Fulfillment (Change).

  • The User sees a simple interface: "My Request".

  • The System routes it to the correct ITIL process in the background.

This way, you stop forcing end-users to understand IT terminology (or licensing structures) and just let them ask for help.

If this confirms your strategy, please mark the solution as Accepted!

Best regards, Brandão.

0 Helpfuls