Customer Service Contact is assigned snc_internal by default?

[mcconnellsj]

I am trying to work out why the corresponding user record for a customer contact is automatically assigned the snc_internal role.  Where can I change this to be no role?

[Goran WitchDoc]

Hmm.. Something is broken here. Baseline configuration auto-assigns esm_user to customer_contacts which then gives them the snc_external role. As I understand the Business Rule "Add customer role to contacts" is the one handling the roles here. do you have that?

//Göran
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[mcconnellsj]

Hi

We add contacts from the platform UI - not the CSM portal, should this make a difference?

[Goran WitchDoc]

Shouldn't since it a BR handling it. Did you have the BR "Add customer role to contacts"

//Göran
Feel free to connect:
LinkedIn
Subscribe to my YouTube Channel
or look at my Book: The Witch Doctor’s Guide To ServiceNow

[Alikutty A]

The internal role is added to all users automatically but you will need to add the external role manually. 

All existing users are automatically assigned the snc_internal role. This role does not change existing access levels or system behavior. Instead, it provides a category to differentiate internal users from external users. 

Tip: To prevent changing existing functionality for users, activating the Explicit Roles plugin assigns the snc_internal user role to all existing users in the instance, including any external users added before the Explicit Roles plugin was activated. After the Explicit Roles plugin is activated, do the following for all external users added before the Explicit Roles plugin was activated:

• Remove the snc_internal role.
• Add the snc_external role.

This ensures that external users added before activating the Explicit Roles plugin do not have access to internal resource that should be available only to internal users.

Please read through Explicit Roles plugin

:  https://docs.servicenow.com/bundle/london-customer-service-management/page/administer/contextual-sec...

[marclindsay · Accepted solution]

I do not see the Explicit Roles plugin in our London instance. Nor do I see this in my Personal Madrid version of ServiceNow.

Also we see this same behavior in our instance. When we create a contact using the classic UI ServiceNow interface, the contact is created with role sn_internal.   

When the contact is created via the customer portal, the contact is than created with the role of sn_external. This seems to be inconsistent logic. We added a Business Rule for now to make sure that Contacts are getting sn_external when created regardless of interface used. 

Please mark the answer as correct answer/helpful/accept the solution if it helps

Thanks,

Marc Lindsay

www.norcal-group.com