How can internal employees access the customer service portal for both CSM and IT requests?

[Sabhyata]

CSM can be used by both external and internal employees. However, internal employees are not contacts or customers. How can they access the CSM portal? The client has ITSM already and would like CSM to be extended to internal employees too. Can internal employees have the same portal for both internal IT requests and CSM requests?

[Priyanka Vasant]

Hi Sabhyata,

Find the link that might help you.

Regards,

Priyanka

[Sandeep Deswal1]

Hi Sabhyata

Some of what I say here would look obvious but it needs to be said nonetheless.

CSM is purpose built for External customers. Internal users should visit Service Portal to raise any issues.

Internal users of an organization will have snc_internal role while external customers will have snc_external role.

You should not give both roles to same user. Giving an external user snc_internal role and an internal user given snc_external role will cause issues while using certain functionalities (I asked this question on Hi portal as well and they also did not specify the overall impact of giving same user both roles, but based on my own experience. Sometimes, they were facing issues while submitting cases on CSM portal, at other times, they could not view certain details on forms. For eg- internal user given snc_external role may not be visible on Contacts field on Case form.

About giving internal users, access to external portal. You can do that by giving them proxy contact role (sn_customerservice.proxy_case_creator, sn_customerservice.proxy_contact). This will allow non fulfiler internal users to go on external portal and be able to raise cases on behalf of external customers.

But ServiceNow doesn't allow internal users to raise cases from external portal for themselves. That's a licensing and technical constraint.

If you don't want your internal users be able to raise something other than INC for certain issues, it could be through Service Request Management module or a custom case management solution implemented for internal users specifically.

Hope that answers the question.

Thanks!

Sandeep

[Kim Morgan Elli]

We are having a issue with this, here is our problem / case.

1. We are a service provider for our customers.

2. We are our OWN service provider, but we are not our Internal IT Department, and here lies the problem.

Lets say we have a company structure, with 5 companies in the same Azure Tenant and domain.

In total we are about 500 users divided between the companies in the structure, and 100 of these users belong to our company. (We deliver the same IT Services to the whole stucture).

Lets split our company into 50% consultants which have internal role and Service Now users, the rest is management and other employees that do NOT have the internal role, they are external. They are basically a customer of our servicedesk.

This results in that 50 management/other employees have access to the CSM portal (as any other customer), but our internal staff that have two hats, on hat is beeing a consultant, the other hat is being a customer of our company.

Having this limitation means that 50% have access to the CSM portal, 50% have access to the Service Portal, this introduces a lot of complexity which we do not need, and it confuses everything. Because we have the SAME case handling methods for our internal company as for our external customers. 

We basically run our services according to ITIL, but since we are not internal IT department, it is not up to our users (Any of them) to decide if this is a incident, request, change. Everything should go thru a case and the CSM portal.

Are there any way to avoid this limitation, without creating a duplicate contact with a email alias. (That makes stuff like Singel Sign-on, Application Security, and a lot of other stuff difficult/impossible) and it destorys the user experience....

[Kim Sullivan]

@Kim Morgan Ellis Fiva - did you ever get a solution to this?