Display incident data on report to external users on CSM portal

Priyanka Karjol
Tera Contributor

‎04-19-2023 04:53 AM

We have a requirement to show the incidents on the reports to external users on CSM portal. But external users do not have access to incident data. So it is showing as ACL issue.

We gave snc_internal and external roles to the incident ACL record. But now they can not see the data may be because user don't have related incident record. Question is what happens if I give these roles to the incident report_view ACL. Will it consume license ?

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‎04-19-2023 05:29 AM

Hi @Priyanka Karjol ,

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals.

You can provide read-only access to external users so that they can view the problem, change, and request records that are related to their cases. After logging in to the Customer or Consumer Service Portal, users can select a case and view the related records in the Related Records list widget. They can also click a record in this list to open the record details in a pop-up window.
Note: The Related Records list shows data only if the logged in user has access to view the related records.

Customers, customer partners, and internal users with the proxy contact role (sn_customerservice.proxy_contact) can also create requests from the Customer and Consumer Service Portals. For more information about this feature, see Create cases as a proxy contact.

Required roles

Users with the snc_internal or snc_external role and with read access to the related records can see the problem, change, and request records related to a case.

Configuration

To enable external users to see the records related to a case, the system administrator needs to perform the following configuration tasks:
  • Configure ACLs for the snc_external role.
  • Configure the Case Related Records widget.
  • Define the views for the problem, change, and request records.
For more information, see

Viewing problem, change, and request records

Customers can also view Known Error articles for a problem related to a case. These articles are displayed:
  • If there is a KE article present for the problem record. If there are multiple articles associated with the problem, the customer has access to the primary article. If there are no articles, the customer does not see the link.
  • If the customer has access to the KE article.

Configuration

To configure this feature, the system administrator can:
  • Assign the required roles to the customer service agents and managers who will be creating the request, problem, and change records from customer service cases.
  • Provide access to problem, change, and request records by configuring ACLs for the snc_external role. This access is not provided out of box. The admin must add these ACLs to the snc_external user role based on case access.
    Note: Existing ACLs on the problem, change, and request records may impact the visibility for external users.
  • Configure the Case Related Records widget. By default, this widget is displayed for users with the snc_internal and snc_external roles.
  • Define the views for the problem, change, and request records and select the fields that are visible to external customers

 

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