How can snc_internal users view their submitted cases on the portal.

[Anup Desai1]

Hi all,

We’ve created a record producer that creates a case in the sn_customerservice_casetable.

Our requirement is for users with the snc_internal role to be able to view the cases they have submitted via the esc portal. However, with only the snc_internal role, they are unable to see any of their cases.

We do not want to assign them business_stakeholder roles due to licensing concerns. Is there another CSM-specific role or configuration we can use to allow snc_internal users to view only the cases they have submitted?

Any suggestions or best practices would be appreciated.

Thanks in advance!

[Maik Skoddow]

Hi @Anup Desai1 

Assign the sn_customerservice.case_viewer Role to snc_internal Users. This role is designed for internal users who need readonly access to cases. It allows users to view cases without editing rights, similar to the business_stakeholder role but intended for internal users. You may need to adjust Query Rules and ACLs to ensure that users with this role can only see cases they have submitted (i.e., where the user is the requester or contact)

Maik

[Anup Desai1]

Thank you, this allows us to see the cases, but in addition we need for them to edit: Chat with Agent (Add comments ), Attach Documents, etc. We want to mirror the behavior as Requestor for Incidents and Requests. These do not require a paid license.

[TedN]

Have you looked at using sn_customerservice.requester role?

It is mentioned in parallel with Unified Consumer in the documentation.

It's seems to be one of few roles (in CSM) that can be combined with snc_internal.

I haven't tested it properly yet but it's on the 'to-do-list'.

https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-serv...

Docs mentions the combo snc_internal and different roles and features but not much is written about sn_customerservice.requester in combination with snc_internal.