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!

[Anup Desai1 · Accepted solution]

Hello all,

We have assigned sn_customerservice.self_contributor.
It enables users with the snc_internal role to create cases for themselves.
Capabilities of self_contributor:
The capabilities granted by the sn_customerservice.self_contributor role primarily focus on the user's ability to manage their own requests.
◦ Create cases on their own behalf, including cases for catalog items.
◦ Create cases from various communication channels (phone, web, chat, Virtual Agent,
messaging).
◦ View and follow up on cases they have created for themselves.
◦ Add additional comments and attachments.
◦ Accept or reject a solution.
◦ Close a case.
◦ Receive notifications of case updates.
◦ Read work notes.


In the Application Navigator, enter license_role.list to open the Subscription
Roles table.
1. Click the Personalize List (gear icon) to customize visible fields.
2. Select Name, Application, and Role Type to view each role, the application it's tied to,
and its classification.
Role Types & Licensing:
● Fulfiller (FF) Role: Grants full access to view and update all cases. Users assigned this
role will consume a Fulfiller license.
● Business Stakeholder (BSH) Role: Allows users to view all cases but not update them.
Users consume a BSH license if this is their highest assigned role.
● Requester Role: Users can only view and update their own cases. This role does not
consume a license on most role-based products like CSM (however, there’re a few
products that include Requesters)

[zrebak]

Hello Anup, 

I don't have the role active on my instance, is it coming from the plugin CSM Contributor User (com.snc.csm_contributor_user)?

The license_role table has the description you mention, but it does not reference the Role table directly.

br,

z