Customer (snc_external) users raising changes in CSM Portal

[maruf]

We as an MSP have customers using CSM / CSM Portal.  They currently using email fill a change form, similar to the ITSM Change module (change details, impact/risk assessment, change task etc). Then our change managers manually input this information into a Change record and submit. - in short we are managing the customers change.   The questions is.... has anyone come up with a solution to allow external users (customers) to submit a change from the CSM portal?  The ServiceNow docs make reference to Customer Service Agents being able to raise changes, but how about the customer end users themselves?  

[Mahathi]

Hi @maruf ,

You can configure ACLs for the snc_external_role. Please refer to 

https://docs.servicenow.com/bundle/sandiego-platform-administration/page/administer/contextual-secur...

External Users can approve the requests or changes. 
https://www.servicenow.com/docs/bundle/xanadu-customer-service-management/page/product/customer-serv...

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful

Regards,
Mahathi

[maruf]

@Mahathi, thank you for your response.  I am looking for suggestion how we might 'design'  for the customer to be able to submit a change request by completing change form,  risk/impact assessment, an possible define change task, approvers etc.   But I am also conscious that Change an ITSM module, and don't want to infringe on licence agreements by giving users access to change itself .  I was thinking a record producer to change, with appropriate fields to complete,  on submission creates a change (in draft) and back fill with a custom case, which allows the customer to track and trace the case (change).  But then how does the customer complete the risk/impact assessment and define the change task.  

[Robbie]

Hi @maruf,

You are absolutely right to avoid updating ACL's for this condition.

The approach I can think of off the top of my head would be have a CSM ticket 'type' option where by when the CSM ticket raised is of type Change Request, you can simply surface the field required via the portal/record producer, and once submitted, the system would create both the CSM ticket as well as the CR request and tie the 2 together... this would be within the boundaries of licensing I believe.

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Thanks, Robbie