Grant SNC_EXTERNAL Customer to view changes and additional comments access in portal.

[basantsoni]

Hello friends, we are using CSM application, and we have record producer that process access to customer to submit a change request.

Customers having snc_external permission and customer permission and they can submit changes. But with this role they cannot view their changes from portal. If somehow, we’ll grant then snc_interal role they will be able to view their changes. But this is not a good practice and recommendations as per ServiceNow docs to grant snc_internal to external users.

We must remove snc_internal role from all external customers for our license renewal but before that we have to design some solutions so that snc_external users can view their changes.

Please help to find solution for this problem.

Thanks, Basant Soni

[Michael Jones -]

It looks in part like ServiceNow has covered this scenario in the docs, however I'm not sure if this exactly aligns with your requirements : https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-ma...

It seems like part of the instructions here is to create the necessary ACLs to allow those with snc_external read access to the relevant tables. 

"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."

That being said, I would add that you would need to ensure that the users could only view changes they have created themselves (similar to self-service access) and would suggest validating with your ServiceNow Account Representative that providing this access per these instructions would not violate your licensing (the "Customer Service with Service Management " plugin is listed as "paid" so cost might be implied with these instructions). 

I hope this helps!

If this was helpful, or correct, please be kind and mark the answer appropriately.

Michael Jones - Proud member of the GlideFast Consulting Team!

[Community Alums]

Hi @basantsoni ,

I see your requirement having 2 parts:

1. To grant access to external users the right access to view the change records.

2. To provide them with a Platform on portal to view these change records.

So, for first one,

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
• Add the necessary ACLs to the snc_external role for these tables:
  • Change Request (change_request)
  • Request (sc_request)
  • Request Item (sc_req_item)

for the second one,

Configure the Case Related Records widget. By default, this widget is displayed for users with the snc_internal and snc_external roles.

Please mark the Appropriate answers correct & Helpful

Thanks,

Sandeep

[basantsoni]

Hi Sandeep, Thanks for your reply. We have removed SNC_Internal role from external users and I found one more role that is giving users to view change requests in menu items. when they will click. 

Users can view change requests but they can view changes in this widget, any idea how this will be possible.