ServiceNow: Building Powerful Workflows

Differentiating between requesters and fulfillers

In Chapter 5, Getting Things Done with Tasks, the concept of a requester and fulfiller was introduced. A requester is someone who asks for the work to be done, while a fulfiller is someone who does it. The ability to carry out these actions ties in closely with roles and therefore impacts ServiceNow licenses. Whilst these two types of users are the most common, there are others who use the instance too.

When someone uses the instance, such as loading a form or a list, the platform will either use an existing session or create a new one. The session records information about the user, such as their name, whether they are using the HTML web interface or accessing the Web through web services, ...