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

[Steve Kelly]

Hi Robert,

We're trying to do something similar, although we will have two or more portals, one on the ITSM side and potentially multiple on the CSM side going forward. We are trying to establish the best way to have users be able to access both portals and be able to submit incidents or cases, depending on what they need. It seems that the CSM side is mostly focused on the Contacts table so we are trying to determine how we can give users in the regular sys_user table access to CSM functionality and vice versa.

We basically want our end-users with either snc_internal or snc_external or a combination of both roles to be able to do most everything on either portal. I was wondering if you have achieved this and have any advice/pointers if so.

Thanks!

Steve

[Robert_Cartwrig]

The CSM portal isn't specific to Contacts, though that is what it is designed for.  We have Users, Consumers, and Contacts all interacting on the same portal with different levels of access thanks primarily to ACLs and the Role reqs on pages, instances, and widgets.

I've used items and widgets from the CSP and SP on the CSM portal with minimal adjustments, but never needed more than one portal.

That being said, as I mentioned earlier, we are moving towards adding a second portal (probably SP) for our internal customers.  I don't plan to deal with this any differently than I did with the CSM portal - but I won't know for sure until we have put together the requirements.

Regards,

Robert

[Steve Kelly]

Hi Robert,

Were you able to give internal users the ability to submit cases? Since cases only seem to point to the Contacts table by default, that is something we have been trying to figure out the best approach for.

Thanks,

Steve

[Robert_Cartwrig]

Yes. We have internal Users (not Contacts) creating Cases from the CSM portal. While CSM is designed to work with Contacts, any record producer can be exposed on the portal for any table just as you can on the homepage.  I've even added a widget to allow unauthenticated users to submit tickets (and create Consumer records in the process).

To be clear, you decide at the Page, Widget Instance, Catalog Item (Record Producer) level who can see what by Role.

In other words, there is no restriction preventing an admin from allowing the creation of any kind of record from the portal. This is true for SP, CSM, CSP, and probably all others.

[Steve Kelly]

Perfect, so that is what we are trying to achieve also. We're comfortable modifying ACLs, roles, and user criteria to make pages/widgets/cat items visible or not visible, I'm not too concerned about that part. 

It would be very helpful if you could answer a few questions, happy to take this to email or another avenue if need be:

1. Did you add a reference field to the Case form to point to sys_user rather than the OOB contact field, for internal users reporting cases? Or do you have fields for both, in case either internal or external users want to submit a Case record?
2. Did you have to modify any of the OOB Case related business rules to achieve this?
3. On your Case record producer, do you have logic in the code or otherwise to check if a user is internal or external, and populate the appropriate user field on the Case record accordingly?

Thanks!

Steve