Users with both internal and external roles

[sophie_lemaitre]

Hello,

Does anyone have experience with users having both external and internal Roles?
e.g. sn_customerservice.customer and itil?

I have a requirement for external users to be able to work on Cases as well as ITIL processes (incident, request, etc.) for their company tickets only.

Has anyone managed to make this work?

Thanks in advance for sharing your experience with me!

Best regards,
Sophie.

[georgimavrodiev]

Hello Sophie,



I had a project where I did CSM implementation and customization for a client of ours.
One of the requirements was to ensure that a user who has snc_internal and snc_external will be able to access both the CSM & SP Portals:
- users who serve as customer managers to be able to submit both cases (CSM cases for issues of their customers) and also incidents or requests (ITSM cases to say so) via the SP;

To ensure that no obstacle will appear in front of such user, I removed several User Criteria - s on specific Configuration Items, Categories and Pages that were making them not available for users with snc_external.
I also configuring custom CSM & SP pages, as per the rest of the requirements. By doing so, I made sure the respective roles will be added to not prevent user access.
At the end, users with both roles had no problems to perform their duties, while users who had only snc_external were not in a position to access what they should not access, due to their lack of snc_internal.
I may add that the managers were having sn_customerservice.customer_admin role (which brings snc_external) and snc_internal.


Basically, you will require to review any User Criteria records and also all widgets that will be used by your customers for CSM & SP's Pages, in order to ensure that there will be no prevention for users with both snc_external & snc_internal to access them.

Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise Bulgaria

You may visit us on our Web Site: www.doitwise.com

[sophie_lemaitre]

Thank you Georgi for your reply!

In my project, the requirement is for the same user to be able to:

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

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

• sn_customerservice.customer
• sn_customerservice_agent
• itil (restricted)

Has anyone done this successfullyl?

Best regards,
Sophie.

[prajaktanaik]

Hello Sophie,

Did you manage to get a solution for this? I have similar requirement. Would you mind sharing your solution?

Thanks,

Prajakta