Access equivalent to admin in CSM/CRM

[M Ismail]

Which Role I should give to users in CSM/CRM Module so they should have admin Access in CRM/CSM Module only. Means they can create updates and delete cases in CSM

[Dr Atul G- LNG]

Hi @M Ismail 

case admin role,

you can read the details:

[M Ismail]

Hi @Dr Atul G- LNG,

I don't see the case admin role. 

[Dr Atul G- LNG]

Hi @M Ismail 

https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

[Robbie]

Hi @M Ismail,

Very high level (and keeping it simple), in CSM an agent ('sn_customerservice_agent' role) provides users the ability to create, update all cases.

I believe this is the role you're after. Users with this role would be internal users to your org/company who manage the tickets from a customer service perspective.

However, please note this excludes deletion which you have stated in your requirements.

The 'Out Of Box' (OOB) ACL (Access Control List) for deletion on cases is restricted to the global 'admin' role.

Therefore, and understandably, if you want to restrict deltion for these records to your CSM module and users, you'll have to update this.

Check this great link which describes and has a great diagram of the CSM roles: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0639072

FYI - Users who simply create and see their own tickets (via the CSM portal) would have the 'sn_customerservice.customer' role.

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Thanks, Robbie