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

[MarkPenn]

I added the role sn_customerservice.self_contributor to an snc_internal user. However, how do I now create a through the CSM or ESC portals?

[Kailash Bhange]

Hi @MarkPenn 

The self_contributor role gives the user the rights; you still need an entry point on the portal. What I'd check:

1. Plugin
Make sure the CSM Contributor User plugin is active (that's what brings the self-contributor roles and the related ACLs/rules).

2. Portal access
- CSM portal (/csm): log in as the internal user. The case creation entry point is the case record producer(s) / catalog items on the portal ("Get Help"/"Create Case" type items).
- ESC: internal users normally land on Employee Center. To create CSM cases there, publish the CSM case record producer(s) in an ESC taxonomy/topic or catalog category, so they show up in the ESC search and browse.

3. Who can see the record producer
Open the case record producer and check its "Available for"/"Not available for" user criteria. Many OOB ones are restricted to customer contacts/consumers, so add a user criteria for your self-contributor users (role-based).

4. Case data
Check the record producer script/variables don't assume a customer contact or account (e.g. setting account from the contact). For self-contributor users the caller is a sys_user, so set the required fields accordingly.

5. Test by impersonating the user, create a case, then confirm it shows under "My Cases"/requests on the same portal.

If this answers your question, please mark it helpful.