How to give ITIL users access to view Customer Service tickets

[Robert_Cartwrig]

Hi folks,

I'm trying to give ITIL users access to view Customer Service tickets.   They don't need fulfiller access - they just need to be able to view a Case, which should not use a CSM license (they already have ITIL licenses).   I've contacted my SN sales rep, who after speaking with their engineering team suggested I post this to the community.

No Role provided with CSM does this (why not?!?).   The sn_customerservice.customer_admin role comes closest (after removing the snc_external Role), but still only provides access to tickets where the company is the same as the User's.   I've been through every ACL associated with CSM and so far, have not been able to find the restriction (though I found several promising ones).

I'm not opposed to creating a custom role, but need to make sure I am not using a Customer Service fulfiller license...

We're on Istanbul Patch 1, using Case (Customer Service, including the CSP), Incident, Problem, and Change (and several other apps).

Does anyone have a potential solution to this?

Thank you,

Robert

[She Sull · Accepted solution]

You should be able to add a read acl for itil on the table in question.

[Robert_Cartwrig]

Well, that makes sense. LOL   I didn't want to end up in a situation where I have conflicting code, so I was trying to address the root....but this was so simple I had to try it...and viola!

Thank you so much!

[Steve Kelly]

Hi Robert,

We have been using ITSM and are in the process of implementing CSM for our non-OIT departments to handle customer service interactions. The wrinkle is that we are trying to implement CSM not for external users, but for the same community we support with ITSM, i.e. our internal LDAP users. I'm curious if you have done something similar, based on your question above. We are trying to figure out how best to do this.

Thanks,

Steve

[Robert_Cartwrig]

Hi Steve,


Yes.  We're about to begin design of a portal to do exactly that (push internal customers to the CSM and replace the homepage/dashboard catalogs), but currently make a distinction between internal and external customers using the snc_internal and snc_external roles that come with CSM.  Internal users validate via Okta.  External users validate via the CSM portal without Okta.


This is all determined by ACLs based on the CSM mandatory Roles as suggested by Sherry above.

We do have a couple of teams that can access either.

Regards,
Robert