Customer Service and Internal contacts

[JusCuz]

I know Customer Service is focused on attending to users external from the company, that is its entire reason for existing. But what about in an example where a support group is attending to both internal AND external customers for the same support? I have a use case where I need to allow cases to also be opened where the internal member may be the contact. 

Has anyone done this before? Has anyone had a use case where contacts needed to be internal users and successfully implemented this? (is there a parameter I am missing that makes this easy?)

[Weston Wilson]

Typically, internal users should go through a different support path, such as service catalog or incident, depending on the issue. If that is not a valid way to submit tickets, the users can be added to the contacts table as well as the user table, but they may need to have a different email address associated. As a worst case scenario, you could modify the contact field on case to point to the user table

[Robert_Cartwrig]

Hi Jason,

I'm doing this, but didn't really run into any issues.  What is the obstacle?

To be clear, we have External Contacts using the CSM portal to submit and manage tickets as a partnered support...but we also have Internal Contacts using TimeCard (these users only have access to Timecard, but they access it as Internal).

I have also played around with users having both snc_internal and snc_external.  As long as the use of these two roles isn't the only condition in any ACLs, View Rules, Client Scripts, etc. I think it should be good. I didn't have any issues...

Regards,

Robert

[JusCuz]

So I did modify the contacts field to just take in the sys_user table, that allows them to have internal users as contacts easily enough. The issue comes in if an internal user replies to a system email, the 'update case via reply' inbound action does not validate the responder as a valid contact. I have set the sn_customerservice.email.create_case_for_non_matched_user property to true.

[Robert_Cartwrig]

The condition on that IBA is "((new CSEMailUtil).isUserExist(email.from)) && (current.contact.email == email.from)"

I checked the CSEMailUtil script include and see the function isUserExist.  My default is set to true..but the else statement to this has it doing a gliderecord query on customer_contact for folks with the sn_customerservice.customer role. This returns true.

Do these users have this Role? Or was this expanded to include a Role they have?

~Robert