[CSM] Difference in cost between "snc_internal" and "snc_external" User.

[Aki17]

Regarding CSM users, please let me clarify my understanding as below:

1)User with "snc_internal" role is charged, while User with "snc_external" role is free, right?

2)If so, which role should I apply to "snc_external" User in order to make the user possible to view records which are opened by himself and also by his organization with no charge?

*Reference: https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service-management/concept/csm-sm-integration-view-request.html

Best Regards,

[Allen Andreas]

Hi,

You'd ultimately want to get with your ServiceNow Account Executive for pricing concerns, etc..but in your question...you wouldn't need to "add" a role...you would just need to add a "Read" ACL for whatever table you're talking about to then use script or conditions to say:

Opened by = gs.getUserID()

etc.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[khadija3]

Hello,

By default in CSM a user with an external role can see tickets  opened for himself  and by his company 

There are more specific roles like sn_customerservice.customer_case_manager, sn_customerservice.customer_admin, sn_customerservice.customer_case_manager but they all contains the external role

And just for your info external role is not a totally free role if your customers use the portal then there is a limitaion on the number of visits 

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

Cheers,

Khadija