Customer Service Contact is assigned snc_internal by default?

mcconnellsj · ‎06-08-2019

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?

marclindsay · ‎06-10-2019

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

View solution in original post

Goran WitchDoc · ‎06-08-2019

Hi,

You can't all users need to have either snc_internal or snc_external. This is ServiceNow's way to categorize if the user is a internal user or an external.

//Göran

mcconnellsj · ‎06-09-2019

Hi thanks for the quick response!

Understood, but why are customers being assigned snc_internal instead of snc_external?

Where is that setting coming from?

Goran WitchDoc · ‎06-10-2019

That is weird thou, customer_contact should get the snc_external automatically from the role "sn_esm_user". Do they get the sn_esm__user role?

//Göran
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mcconnellsj · ‎06-10-2019

Hi

Nope - all snc_internal only.

I removed the roles assigned so far to suggested.

I tested a few new contacts and no role was assigned at all ... weird. So I don't know how that batch ever came about.

So still have to work out how to auto-assign sn_esm / snc_external.

S.