Change Request Process be used by External Accounts(our Customers) in the CSM portal?

[LucyJ]

Hello, 

We are progressing through final development stages of the CSM portal in ServiceNow and had the following question:

1. Can external customers (accounts) create/edit/view Change Requests? So far, we’ve only been able to implement C/R cases for our internal use within the ITSM platform. Ideally we'd like customers to manage their own C/R cases and limit who can approve the various tasks/changes within the c/r case.

I appreciate any feedback you can provide.

Thanks,

[Community Alums]

Hi @LucyJ ,

Users with the snc_internal or snc_external role and with read access to the related problem, change, and request records can view these records from the Customer and Consumer Service Portals. After logging in, users can:

• Select a case and view the records related to that case in the Related Records list widget.
• Click a record in the Related Records list widget to open the record details in a pop-up window.

Procedure

1. Provide access to problem, change, and request records by configuring ACLs for the snc_external role.
   This access is not provided out of box. You must add these ACLs to the snc_external user role based on case access. For more information, see Access control list rules.

   Note: Existing ACLs on the problem, change, and request records may impact the visibility for external users.
2. Configure the Case Related Records widget.
   By default, this widget is displayed for users with the snc_internal and snc_eternal roles. For more information, see Service Portal widgets.
3. Define the views for the problem, change, and request records and select the fields that are visible to external customers.
   For more information, see Create and delete views.

External Users to approve the requests/Changes , refer this : https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-servic...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep