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

[Robert_Cartwrig]

Sure.  Answers below.

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?    We have separate record producers by audience for the most part, but there is one instance where both Users and Contacts are entering tickets from the same RP.  That being said, I don't have the User field exposed on a Record Producer on the portal.  No need, but I will have need soon.  Contacts do show up on the User table though, so you can use this for both Users and Contacts.  In fact, it's simple to move a User to Contacts just by changing the Class on the profile.  It will actually move between tables (sys_user and custom_contact) in either direction just by changing the Class.  For your use case, I would add both and expose only the appropriate one conditionally using a Catalog UI Policy by the snc_internal/external Role.
2. Did you have to modify any of the OOB Case related business rules to achieve this?  Didn't do it, but User is Global and should be available.  If you're having issues having options display in the field, it sometimes can be tricky to pin down whether it is the instance, widget, or data in the field that is not being exposed...and this can be adjusted by either changing the Role Requirement on the item - though sometimes you may actually have to create an ACL to provide explicit permission (hidden by default) and make sure this is reflected in your item Role Reqs.  If you create any custom roles, be sure to keep what it grants to a minimum and document it well in descriptions or SN Compliance may decide that your custom role counts as a license.
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? Not in the RP itself.  I have a couple of sys_properties running to authenticate appropriately (Okta for internal folks only), and as I've mentioned, role reqs on instance, catalog items, and widgets, but scripting on the RP is not needed.

[Steve Kelly]

Thanks very much Robert! We'll give this a go.

Steve

[SKum]

Hi Robert,

I am looking for the same need ITIL users to view cases without any license gave itil role to the case acl but it did not work can you help me if I am missing something.

Thanks. 

[Robert_Cartwrig]

Hi SKum,

I created a new ACL on the Case table that gave Read access to ITIL roled users. If you find that this doesn't work, try running a Security Debug to see what is failing.

Or you could post a screenshot of the ACL in question...maybe we can help...

Regards,

Robert