Business Stakeholder(ITSM) role equivalent for CSM - internal users

[RiteshAlla]

Hi Team, Has anyone created or using a role in CSM which gives Readonly access to all the Cases in Service Now for the internal user. sn_customerservice_agent gives access to edit the cases as well which is meant for an agent. I need a readonly access role similar to business_stakeholder role in ITSM to assign that role to few managers who do not work on Cases but want to view how their teams are doing.

sn_customerservice.case_viewer role looks like it is for external users which gives the user access to all Cases. But i want a role for internal users.

Any ideas or help please

[Amarjeet Pal]

Hello @RiteshAlla ,

Have you heard of the Service Organisation Model. 

https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

This is the answer to your question and yes I have implemented this. With this, the internal ITSM fulfiler gets access to the case but in read-only mode.
P.S - Please refer to some official videos, to implement it.

Thanks

Amarjeet Pal

[RiteshAlla · Accepted solution]

I have solved this by using the OOB role sn_customerservice.case_viewer. I found out that this role is internal and can be used to provide readonly access - https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-se...

I have to update the Query Rule and couple of ACL's on my side to work.