CSM ACL for external users

[justin ford1]

We have an issue where we are trying to determine what role to give the customer in order to submit cases and communicate through the CSM portal.

The issue we are running into is that we cannot find a role to provide the user that gives them access but does not allow them to see work notes.

My understanding was that sn_customerservice.customer should provide this but the ACL that specifically mentions it in its description does not have it (Description:"Allow read for all fields in sn_customerservice_case, for users with roles (sn_customerservice_agent, sn_customerservice.customer)").

What role should provide this access?

[Musab Rasheed · Accepted solution]

Hello,

sn_customerservice.customer is the minimum role you give to customer to enable them to submit cases from CSM portal however it will not give access to work notes because work notes is for Agents and for internal purpose and not for external purpose. Customers can use Additional comments field in order to communicate with Agent. this is working fine.

[Musab Rasheed · Accepted solution]

Hello,

sn_customerservice.customer is the minimum role you give to customer to enable them to submit cases from CSM portal however it will not give access to work notes because work notes is for Agents and for internal purpose and not for external purpose. Customers can use Additional comments field in order to communicate with Agent. this is working fine.

[justin ford1]

Another Variable that I neglected to mention is that we are trying to allow the users manager and manager.manager to be able to see the Cases.

[Musab Rasheed · Accepted solution]

You can give them Case viewer ( sn_customerservice.case_viewer ) role or Proxy contact ( sn_customerservice.proxy_contact ) but Proxy contact role requires proxy plugin to be installed.

[justin ford1]

Thanks, guess that will come with a license fee as those are both Stakeholder License.