Case task and Case task agent role

[Sushant13]

Hello,

I wanted to check when a Case Task is spawned from a Case is it necessary to assign the case task to a group or user with the role Case task agent [sn_customerservice.case_task_agent]? This particular role provides access to case tasks and related case information.

From the demo data examples I don't see case task being assigned to a user/group with the Case task agent role.

I wanted to understand if there are any downsides to assigning case task to users/groups with no case task agent role.

Thanks,
Sushant

[Maik Skoddow · Accepted solution]

Hi

having a look on the CSM role at https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0639072 this special role is not included there but on the other you can find it in the current list of all ServiceNiw roles at https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0714234. This role is of type "Fulfiller" that means a user having that role will consume a license.

And the following roles are contained in that role:

To answer your question: There is no downside when assigning that role NOT to a user, as there are also others for agents. But in case you want to reduce the roles to the absolute minimum, this role is a good choice.

Kind regards
Maik

[Maik Skoddow]

Hi @Sushant 

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik

[Quirino]

I have a different problem, we are not able to resolve a case task or change its state. Any ideas why?