Do you use Cases for internal issues aswell?

[Max Nowak]

Hi,

My question is in the title, basically. We have implemented CSM and are slowly switching over customers from our legacy ticket tool and are now at a point where we want to use ServiceNow to provide service to our employees as well.

Initially, we thought that we'd just use cases (and requests via SP) for employees, but reading up on the material for CSM, it seems like it's suited to be used with external customers only, and employees should directly create an Incident, for example. Users that are now in the sys_user table won't be able to be selected as contact for a case, unless we customize the reference qualifier.

So to elaborate my question, do you use CSM for internal tickets, and if so, how? If not, what are you doing instead?

Thanks for the help,

Max

[Maik Skoddow]

Hi

I think you should have a look on the topic "Universal Request" which addresses use case like yours: https://docs.servicenow.com/bundle/rome-employee-service-management/page/product/universal-request/c...

Kind regards
Maik

[Community Alums]

Hi @Max Nowak ,

Ideally for CSM implementation, an external CSM Agent team needs to be there in the operating model who interact with external customers and manage the cases raised by them, and then raise internal Incidents or Requests from those cases and assign to internal Tech Support team.

You use CSM for external users and for internal users its Service portal (SP).

Now we have a scenario where Customer contact via phone Manager of the Account or Product, who are the internal employee's with snc_internal can they still raise Cases on behalf of the customer?

You need the Customer Case Manager tole:

Customer case manager [sn_customerservice.customer_case_manager]

A customer role for managing the cases in an account and any related child accounts. The customer case manager role includes the privileges of the customer role and adds the following privileges: Create a case on behalf of another contact in the account View a list of cases belonging to the account Edit cases belonging to the account.

And for some reason Internal employee's also wanted to raise a cases, how it can be achieved?

You need the Customer role for that.

Customer [sn_customerservice.customer]

Customer role for researching questions, issues, or problems. Customers can create cases and view and edit existing cases for themselves. They can also view a list of assets belonging to their accounts.

https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-ma...

If you want to create Cases in the back end you need the role 'sn_customerservice_agent' or 'sn_customerservice.consumer_agent'

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep