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06-08-2019 05:16 AM
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?
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Customer Service Management
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06-10-2019 05:56 AM
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
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06-10-2019 06:35 AM
Hi Marc
Glad to hear its not just me ... a business rule makes sense for now but wondering if this is the expected OOTB behaviour.
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06-10-2019 06:34 AM
Hi
As my Marc has also stated, the plugin is not in the list for us, we are on Kingston and he is on London.
I don't see it on my Madrid developer instance either.
It sounds like what we are looking for though.
S.
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06-10-2019 08:45 AM
Same for me, Even missing in my instance. Maybe you need a HI for it.
@Goran Have you come across the plugin?
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06-10-2019 10:00 AM
You can't see this plugin unless you are logged in as maint. The plugin will be activated when you activate Customer Service. That is the only way I know to activate the snc_external and snc_internal role. I would say that the docs are misleading that that way.
//Göran
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or look at my Book: The Witch Doctor’s Guide To ServiceNow
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06-10-2019 12:35 PM
It doesn't show up as it's own plugin, it comes when you install Customer Service plugin. There a quite a few plugins in the background that you as a normal admin can't see or control. But I must say that the info at docs are misleading in that case.
//Göran
Feel free to connect:
LinkedIn
Subscribe to my YouTube Channel
or look at my Book: The Witch Doctor’s Guide To ServiceNow
