Role for CSM/FSM workspace

[Anshika Bhatna1]

I have a requirement where user need to have only "READ" access to CSM/FSM workspace. They should be able to see all the records but should not be able to edit them.

[GlideFather]

Hi @Anshika Bhatna1,

can you please explain the business justification?

Because usually end users (customers) raise Cases from Portal and can see and comment them from Portal

and Workspace is for the Agents or Managers to answer the end users.

Why would they go to Workspace with read-only??? And also why would they see ALL records? Usually the end users shall see only Cases raised by them or by somebody else on their behalf.

There is not any OOTB role for this, you will need to create one based on that requirement give the read only access via ACL.

[ChristianFryday]

Hi @GlideFather,

you are absolutely right, no Customer-Contacts should see the Workspace. But i think he means his Company-Users.

Regards

Christian

[Bhuvan]

@Anshika Bhatna1 

https://www.servicenow.com/docs/bundle/zurich-field-service-management/page/product/field-service-ma...

Check the out of box roles and if needed you can create a new role and provide read-only access to the CSM/FSM Configurable Workspace.

https://www.servicenow.com/community/sam-forum/how-to-make-a-workspace-readonly-for-users/td-p/30490...

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Ankur Bawiskar]

@Anshika Bhatna1 

This is a generic requirement.

CSM/FSM workspace can comprise different tables such as (Cases, Case Task, Customer, Contacts etc)

Your requirement should be very specific

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