Differentiate internal & external users

[Adithya Khurana]

Companies represent vendors, manufacturers or customers with whom we do business. 

Users can be assigned to the company. 

So basically there will be two type of users - internal & external users.

So, if the user has the company being associated shall i consider them as external users, and the one without company  as internal user.  Could you please confirm whether my understanding is accurate ? 

[Mohan raj]

Hi @Adithya Khurana,

user who has a role of snc_internal is internal user

user who has a role of snc_external is external user

​If my response helps you to resolve the issue close the question by Accepting solution and hit thumb icon. From Correct answers others will get benefited in future.

Regards

Mohan

[Community Alums]

Hi @Adithya Khurana ,

- 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.

[Andrzej Gladki]

HI Sandeep
It seems that you are quoting the text of this article:
https://www.servicenow.com/community/csm-forum/users-with-both-internal-and-external-roles/m-p/41797...
as your own.
It's good to provide the source in such cases, though.

Andrzej

[Adithya Khurana]

Thanks, I don't see any roles as snc_internal & snc_external in default roles. 

Need further clarification on company & users. Companies represent external Organization or customers.  Users are having the company field so to my knowledge that user based on the company can also be external user right ? 

Could you please elaborate on the company and users relationship ?