CSM external user access to Incident records in CSM Portal

Matthew20
Tera Contributor

yesterday

We have a requirement for an external CSM user to view Incident (incident) records associated with their customer account through a report/list on the CSM portal.
The users only need read-only visibility to the appropriate Incident information. They will not be updating, assigning, or fulfilling the Incidents.
Has anyone implemented this using the out-of-box CSM security model?
Specifically:
  1. What is the recommended way to grant a CSM customer access to the appropriate Incident records for their account?
  2. Can this be accomplished without assigning itil or sn_incident_read directly to the external user?
  3. Does providing this read-only access consume an additional ITSM/Business Stakeholder entitlement?
We're trying to avoid granting broader ITSM access simply to provide customer visibility.
Thanks for any guidance or examples of how others have implemented this.
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3 REPLIES 3

Kieran Anson
Kilo Patron

yesterday

Generally I would avoid this requirement and ask what information do they need visibility of, that's not being reflected on the case record? 

 

An incident is intended to support multiple customers support requirements, and is for internal purposes. 

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sanjaygupta
Mega Guru

6 hours ago

I think the best approach is to use the existing CSM external-user model and apply restricted read access rather than assigning itil or sn_incident_read directly.

  • Assign the external user the sn_customerservice.customer role.
  • Review the existing read ACLs for the incident table under System Security > Access Control (ACL).
  • Configure access to show only incidents associated with the user's customer account.
  • Test with users from different accounts to confirm they cannot see each other's incidents.

ServiceNow documents external access for certain case-related records, but account-wide Incident visibility may require additional ACL configuration. See the CSM–ITSM integration documentation.

 

On licensing, I wouldn't assume read-only access is automatically included. The sn_incident_read role is associated with the ITSM Business Stakeholder entitlement, so confirm licensing with your ServiceNow account representative before implementing a custom ACL approach.

 

Hope you find this helpful, if so do gives a thumbs up.

Lisboa
Tera Expert

6 hours ago

CSM to ITSM is a single-pointed use case.  The use case is fundamentally larger...  

CSM is the vehicle of operational transparency to our customers.  Whether running projects, development stories, ITSM, SecOps or IRM workflows - the outcome is to allow a client to see any of their managed business data within the platform through a CSM Portal reporting interface.  In many of those cases the workflows are not directly tied to case records, but we are looking to remove barriers to ticket/workflow/status transparency.

 

Data separation is easy enough based on reporting filters or other existing security controls.

 

What we are struggling with is fairly direct instructions on how to get those reports published and visible without a ton of custom development.

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