Not able to create case with Customer & Partner Roles in CSM

[mehak1890]

Hi All,

As per below screenshots, I have given proper roles for customer, consumer and Partner, but when i logged in with all these users then I'm unable to create case with these ids. Why? I'm not able to understand? Could anyone help?

Thanks, Mehak

[Vignesh21]

Hi Mehak,

Can you check the ACL for CSM table.

[SimonDunsmoor]

Morning Mehak,

Sorry if this is a silly question, I assume you mean that you're logged into the Service Portal as these users to create the Case?  

www.instanceURL.com/CSM - Customers / Partners

www.instanceURL.com/CSP - Consumers

Simon

[mehak1890]

Hi Simon,

I logged in https://dev11111.service-now.com/customer_service/home.do

As first I logged in with test customer id and given roles "sn_customerservice.customer" and used chat option then i logged in agent id which roles "sn_customerservice_agent" but agent is not able to see chat which customer raised. 

Where i can see chat which customer raised? do i need to give some different roles to agent id? Could you pls help on this? 

Thanks, Mehak

[SimonDunsmoor · Accepted solution]

So it looks like you might be asking 2 different questions.

In answer to your original question, you can see the "Create Case" link in your picture of the CSM Portal on the primary navigation area (just below the ServiceNow logo).  You should see this when you're logged into each of the 3 Personas you mentioned (Consumers, Partners and Customers).

As to your second question....

Your Support Agents need to be in the correct Group(s) to see/support the Chat.  These are managed via the Collaborate application on the Navigator.

Collaborate > Support Administration > Queues

It looks like you are working with the Baseline Implementation in your personal Dev site, so open the Customer Service Chat Queue and you'll see the Support Group.  Impersonate an agent in that group and you'll be able to find Chats from the Connect Sidebar.

Let me know if this helps

Simon Dunsmoor