Granular rules, and responsibility framework

[Tanja Holm]

hi! I’m trying to  set up granular roles in CSM. Creating a new responsibility definition is not a problem, but I can’t find a way to add access level, config on the related list to the responsibility definition. on day out of the box responsibility definition for account manager there’s a bunch of access level config provided already, but none of the others responsibility definitions already provided have access level config, and no access level config can be added either to this or to new responsibility definitions created has anyone found a way around this?

[Rafael Batistot]

Hi @Tanja Holm 

This documentation might help you 

https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...

[Tanja Holm]

Hi, 

thank you for the input Rafael, however I'm afraid it doesn't really answer to the question above 😞

[Rafael Batistot]

@Tanja Holm 

May you try those steps 

1. Check table mapping
   
• Responsibility Definitions are tied to the csm_responsibility_definition table.
• The Access Level Configurations you see under Account Manager come from the csm_access_level_config table.
• These configs are only linked when the responsibility definition is associated with entities that support access level configs (like Account).
2. Enable access level support for your new responsibility definition
   
• Go to All → Customer Service → Administration → Access Level Configurations.
• Check if your new responsibility definition is available for association.
• If not, you’ll need to extend CSM Access Control Framework for that entity. This typically means creating a new record in Access Control Mapping (csm_access_level_mapping) that ties your responsibility definition to the entity/table you want controlled.
3. Clone Account Manager model (common workaround)
   
• If you want granular control, the easiest way is often to duplicate the Account Manager responsibility definition and then tailor the access levels.
• That ensures you inherit the related list functionality.
4. Validate plugin dependencies
   
• Make sure the Customer Service Account Relationships and Access Control Framework for CSM plugins are active. Without those, you can’t attach access level configs to new responsibility definitions

So, the reason you can’t add Access Level Configurations to your new responsibility definition is that only responsibility definitions mapped through the ACF support them. To “unlock” that related list, you need to:

• Either reuse/clone Account Manager,
• Or create a new Access Level Mapping for your custom responsibility definition in the Access Control Framework.

[Tanja Holm]

Hi! Which version are you working on? I don't manage to find the tables and the plugins you refer to neither in our instances nor in the docs.servicenow.com