Provide ITIL Access to external users

Prasad43
Tera Guru

‎06-27-2022 12:50 AM

Hello,

I have a requirement to give itil role to external users so that they can work on incidents of their company. (Along with cases). Can you please suggest the solution for achieving it.

Requirement in details:

Basically users would need to be granted at the same time:

  • sn_customerservice.customer
  • sn_customerservice_agent
  • itil (restricted) (Can work only on their  company incidents)

Will use:

  • CSM Portal to create Cases
  • backend ServiceNow instance to update/resolve:
    • Cases
    • Incidents/Requests/etc. (that are created in the background to fulfill the Case.

 

Thanks

Prasad

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2 REPLIES 2

Community Alums
Not applicable

‎06-27-2022 01:16 AM

Hi,

ITIL has extra licensing cost.

Why do you want to give ITIL role to external users?

snc_external role would be enough.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

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Ihor Kochetkov
Tera Contributor

‎11-10-2022 10:58 AM

How did you solve this? We are thinking of similar thing

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