Why OOB snc_internal role is given to customer contacts

[chetan_s]

Hi All,

I had a doubt about snc_internal and snc_external role.

When we activate customer service management plugin oob snc_external and snc_internal role added into the environment, but when we create a customer contact manually why snc_internal role is granted to it not snc_external.

[Mike Patel]

snc_internal role is applied to every record that is created after SNC Access Control plugin is activate. (part of CSM)

This role basically blocks SN employee from accessing you instance anytime. 

More info here - https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/security/concept/c_SNCAccessControl.html

[Christian_]

Newly created users are automatically assigned the snc_internal role when they first attempt to log in to the instance, unless they have been explicitly assigned the snc_external role.
You can add the snc_external role to a new user before they first log in to the instance to provide external user rights.

You can read more regarding Explicit roles here.

[Yingjie Sun]

I believe if the contact registers via regular user registration procedure, this shouldn't happen. Contact should automatically get sn_esm_user role, which contains the snc_external role. It's not recommended to manually create a contact record by a system admin, if yes, then the roles should be adjusted to make it work. 

[chetan_s]

Hi Yingjiesun.. First of all thanks a lot for helping me out in this.

Can you please explain regular user registration process a bit, because we have created a record producer in csm portal that customer_admins can access and its a kind of registration for new customers.. finally it creates a customer record in service now. This created customer record contains snc_internal role by default.

I also have an observation while navigating service now documentation they mention a business rule 'Add snc external role to contacts' its on customer contact table and provide snc_external role to users, but this BR is somehow missing in our environment.