In CSM what role should I give to a user to access their cases from csm portal and be able to comments and close or accept/reject them?

[MS12]

I'm familiar with ITSM and new to CSM. In ITSM I used to set up service portal in such a way users with snc_internal role can access their incidents and interact with it via sp.

What is the equivalent role in CSM where an internal user can just see the cases where they are the contact and add comments etc? I'm trying different roles, so far I can see the case but cannot edit/add comments to it.

It's a basic request I feel and not sure if the custom ACL rules on my instance is causing me issues or the role I'm using is incorrect, I can't figure out.

sn_customerservice.case_contributor_creator is the role I'm using now.

Thanks for reading!

[Filipe Cruz · Accepted solution]

Hello MS,

There is a write ACL for the comments field on cases for the contributor_creator role:

Can you check if this ACL is active?

Here is a link from a PDI: https://dev64843.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=6719434653769010b37cddeeff...

If the ACL is disabled, you can enable it (and also try to understand why that was disabled).

Hope this helps.

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[MS12]

Thank you for the answer. I'm able to edit the record now. Although I didn't clarify that the case table I'm on is a custom table that inherits from sn_customerservice_case table - it is used by internal employees. Now I can add comment from csm portal but it gives me the error 'you cannot create cases for this account'.

Do you know where this rule comes from and if I can override that to allow internal users with contributor role to update tickets where they are contacts?

Because internal users and their cases are not tied to accounts. I'm trouble shooting with various ACLs but so far unsuccessful.

[MS12]

Actually found a BR - Validate contributor case create/update, that ties case update to contacts belonging to an account. 

[Community Alums]

Hi @MS ,

sn_customerservice.case_contributor_editor is the role which will help.

Here is the list of roles which is installed with CSM, you can check and provide the roles a per the requirement : https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-...

Also, refer to this article to find the basic answers which generally comes while using CSM: https://community.servicenow.com/community?id=community_blog&sys_id=a68e2257db1dd3404e1df4621f961911

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep