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Greetings!

My university’s operation team would like to utilize Freshservice to manage business contracts. I’m planning to create a restricted business workspace for them to manage things. A few members are currently agents, but I need to add some individuals.

I am so confused about what access/license they need. I was sure business agents could work with contracts, but as I read it now, it doesn’t appear to be the case. It seems wasteful to purchase IT licenses in order to use one module.

Does anyone have experience using the contract management tool in Freshservice for non-IT items? How did you set it up?

Hello- I use this page to know what Business Agents can and cannot do Detailed list of features accessible to business agents : Freshservice 

They cannot use contracts since they are part of the CMDB. This does seem permissioned incorrectly since the Legal, Facilities, and business users are heavily involved in the contract process in many companies. 
You can submit an idea to separate the permissions.

Our solution is a hybrid approach. There is no searchable or sortable contract storage in FS so we must use another tool for that.

We use a service request with a workflow for approvals and communications. Then another workflow to store the document. We only use the contracts module for items that have IT Asset inventory associated. 
Not ideal but, the SR gives us detailed reporting and auditability. We miss some of the things like 90-day reminders.

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