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

[Steve Kelly]

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

[Steve Kelly]

Hi Ashika,

I worked with Hi and we were able to solution this to a point. The functionality will work for only a single user on the Watch List, and not multiple due to the way that the permissions are currently set up. They did say that functionality would hopefully be coming in a future ServiceNow release though, with support for multiple users on the Watch List.

To get the single user Watch List functionality you have to do the following:

1. Clone the 'CSQueryBRUtilOOBConstants' script include and make these modifications:
   Under ROLE_CONDITIONS_POOL add a new condition:
   'watch_list' :  { 'key': 'watch_list',      'value':    'my_userId'}
   
   Under ROLE_PERMISSIONS_POOL, under 'sn_customerservice.customer' you need to make the following modification for Cases:
    'sn_customerservice_case' : {'condition': ['contact_is_me', 'watch_list']}
   
   
2. You then need to use Extension Points and Extension Instances so that your cloned Script Include is used instead of the out of box version. I think there was a KB article I found on Hi with instructions for that specifically for CSM.

Let me know if it works for you.

Thanks,

Steve

[ABU]

Hi Steve,

Thanks for sharing this information, it was very much helpful. As you mentioned it worked only for single user, we also have a requirement to have all the users on the watch list be able to access the case.

Thanks,

Ashika

[ABU]

Hi Steve,

I made the following changes to make the functionality work for multiple users in the watch list. 

1. Cloned the  'CSQueryBRUtilOOBConstants' script include and made the below changes,

   Under ROLE_CONDITIONS_POOL add a new condition:
   'watch_list' :  { 'key': 'watch_list',      'value':    'my_userId'}

   Under ROLE_PERMISSIONS_POOL -> 'sn_customerservice.customer', the key factor is               to add watch_list as the first parameter followed by contact_is_me as shown below,
   'sn_customerservice_case' : {'condition': ['watch_list', 'contact_is_me']}

2. Create a new extension instance under 'CSQueryExtensionPoint' extension point, to trigger the cloned script include

3. Clone 'CSQueryBRUtil' and include the following condition on 'canESMUserReadCase' function

   if(current.watch_list.indexOf(gs.getUserID()) > -1)

   return true;

4. Modify Before query BR and ACL to call the cloned script includes.

Regards,

Ashika

[Steve Kelly]

Hi Ashika,

That's awesome! So it works for multiple people on the watch list to read and also to add comments?

I'll have to give this a try on our end.

Thanks,

Steve

[ABU]

Hi Steve,

Yes, it works for multiple users on the watch list have access to read and also add comments.

Let me know if it works for you.

Regards,

Ashika