Adding contacts on the Watch List to view and add comments to CSM Cases

Steve Kelly · ‎01-23-2019

Hello,

I would like to implement the ability for those users on the Watch List of a Case to be able to access the Case on the CSM portal, and add comments, similar to how the contact of the case can do it.

Is my only option to go the route of this HI KB article (https://hi.service-now.com/kb_view.do?sysparm_article=KB0685767) and modify the script includes and BR etc? I would like to use the existing role of sn_customerservice.customer to achieve this.

Thanks,

Steve

Community Alums · ‎01-23-2019

Hi Steve,

Before you go further, is important to know how csm model was set up. (KB0639072). Probably the role Customer case manager [sn_customerservice.customer_case_manager] is enough for you. He is able to see all tickets under a specific account.

If this does not solve your problem, you will have to create ACL for the watchers to have READ access on the record level.
Check this page https://community.servicenow.com/community?id=community_question&sys_id=a091c369db98dbc01dcaf3231f96...

The KB0685767 explains what you need to change in order to give watchers access. Copy a new script include, change conditions for canESMUserReadCase and addCaseQueryBR. Create a BR to run the new script and deactivate the original “Case query for customer” rule. I have done it on my customer.

Thanks,
Raf

Steve Kelly · ‎01-23-2019

Hi Raf,

Thanks for the info, that was the same KB article I had looked at and linked. Looks like I will have to modify the script include and BR etc.

The Watch List functions like a secondary Contact (or Caller in the case of Incidents on ITSM), and I believe ServiceNow has been behind in translating that functionality from email only to include Service Portal interaction, since SP was launched in the last few years. Using the portal pages is essentially the same as interacting via email for a user on the Watch List; you can view the history of comments and add comments. I did submit an enhancement request for that, as we do not wish to add roles to end users that will incur costs for this specific functionality.

Best,

Steve

Steve Kelly · ‎02-19-2019

Hi Raf,

I'm following back up on this. It looks like the functionality of the permissions/conditions for the CSM roles has changed slightly as of Kingston or London. My question is, am I able to add a second condition to the sn_customerservice.customer role so that it also allows those on the Watch List with that role to view the case? Right now these are the permissions and conditions in the OOB script (CSQueryBRUtilOOBConstants):

CSQueryBRUtilOOBConstants.ROLE_CONDITIONS_POOL = {
		'contact_is_me'                    :  { 'key': 'contact',         'value' :   'my_userId'}, 
		'partner_contact_is_me'            :  { 'key': 'partner_contact', 'value' :   'my_userId'}, 
		'consumer_is_me'                   :  { 'key': 'consumer',        'value' :   'my_consumerId'}, 
		'partner_is_my_company'            :  { 'key': 'partner' ,        'value' :   'my_companyId'}, 
		'account_is_my_company'            :  { 'key': 'account' ,        'value' :   'my_companyId'},	
		'consumer_is_empty'               :   { 'key': 'consumer',        'value' :   '',  'query': 'consumerISEMPTY'},	
		'account_not_empty'                :  { 'query': 'accountISNOTEMPTY'},                                          //Just used in QBR
		'consumer_not_empty'               :  { 'query': 'consumerISNOTEMPTY'},                                         //Just used in QBR
		'account_or_consumer_not_empty'    :  { 'query': 'accountISNOTEMPTY^ORconsumerISNOTEMPTY'},                     //Just used in QBR
		'account_or_contact_not_empty'     :  { 'query': 'accountISNOTEMPTY^ORcontactISNOTEMPTY'},                      //Just used in QBR
		'account_or_primarycontact_not_empty'             : { 'query': 'accountISNOTEMPTY^ORprimary_contactISNOTEMPTY'}, //Just used in QBR
		'account_and_contact_empty'                       : { 'key': 'account', 'value' : '', 'query': 'accountISEMPTY^contactISEMPTY'},	
        'all'                                             : { 'query': 'null'},	                                        
		'account_or_contact_or_consumer_not_empty'        : { 'query': 'accountISNOTEMPTY^ORcontactISNOTEMPTY^ORconsumerISNOTEMPTY'},        //Just used in QBR
		'account_or_primarycontact_or_consumer_not_empty' : { 'query': 'accountISNOTEMPTY^ORprimary_contactISNOTEMPTY^ORconsumerISNOTEMPTY'},//Just used in QBR
	},

And here are the permissions:

{
        'sn_customerservice.customer': {	
			'sn_customerservice_case' : {'condition': ['contact_is_me']}, //CSQueryBRUtilOOBConstants.ROLE_CONDITIONS_POOL.contact_is_me
			'csm_order_case'          : {'condition': ['contact_is_me']},
			'csm_order'               : {'condition': ['contact_is_me']},   
		    'ast_contract'            : CSQueryBRUtilOOBConstants.CUSTOMER_ACCESS_CONTEXT,
			'customer_contact'        : {'access_context': [CSQueryBRUtilOOBConstants.ACCTS_FROM_CONTACT_RELATIONSHIP]},
			'customer_account'        : CSQueryBRUtilOOBConstants.CUSTOMER_ACCESS_CONTEXT,
			'service_entitlement'     : CSQueryBRUtilOOBConstants.CUSTOMER_ACCESS_CONTEXT,
			'alm_asset'               : CSQueryBRUtilOOBConstants.CUSTOMER_ACCESS_CONTEXT,	
			'wm_order'                : {'condition': ['contact_is_me']},
	    },

Would you have any guidance on how to add a second condition for user is on the Watch List (provided they have the sn_customerservice.customer role)?

Thanks,

Steve

ABU · ‎09-13-2019

Hi Steve,

Did you find a solution on how to include an additional condition for the users on the Watch List of a Case to view and add additional comments? Can you please share your findings?

Thanks,

Ashika