Sharing Forward Schedule (FSC) of Change to Customer through CSM

[Maheshwar Prasa]

I have a requirement to share the forward schedule of change report to our existing customer base through customer portal.

I created a new report (FSC), shared it with Everyone and then published it.

In CSM, I created a UI Page, embedded report widget and then inserted the newly created FSC. I also created an ACL to give 'report_view' permissions to sn_customerservice.customer on Change request table.

When I impersonate a user and try to access the report through CSM, the page shows an error message " Security constraints prevent access to requested page".

Please advise what am I missing to make report visible to customers.

[Community Alums]

Hi @Maheshwar Prasad ,

This error you see is because of the ACLs which you have implemented.

make sure you have given the below roles to the user:

• sn_change_read
• sn_change_write

Also, check if your integration with CSM and Change management is working fine or not , verify it by following this LINK.

if still doesn't works, then share the ACL and the setup which you have done as a screenshot here.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Maheshwar Prasa]

Hi Sandeep,

CSM and Change Management already integrated and is working fine.

With respect to Roles: - If I assign sn_change_read and sn_change_write, then will it not cost me an ITIL license?

It is not required for the customers as they are only supposed to raise cases through customer portal with no license requirement. The Case handling team does have CSM license to fulfill those requests.

Please have a look at the snapshot attached with respect to the ACL I created for report sharing purposes.

Thanks,

Mahesh

[Community Alums]

Hi @Maheshwar Prasad ,

Personally I would always ask your sales rep - licensing can and does change all the time.

But as far as my knowledge ,  sn_change_read and sn_change_write will definitely consume license.

Also, snc_external role is the missing from your roles in ACL as i see in the attachment.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Maheshwar Prasa]

Hi,

Even adding snc_external to the ACL is not helping.

All customers are defaulted to have sn_customerservice.customer role, hence I included it in the ACL.

Regards,

Mahesh