Read only role to view cases in CSM

[ServiceNow Use6]

Hi,

Is there any read-only role to view cases in CSM which does not cause license? Kindly help.

Regards

Suman P.

[Dr Atul G- LNG]

Hi @ServiceNow Use6 

https://www.servicenow.com/community/csm-forum/role-and-acl-to-allow-read-only-for-cases-not-working...

https://www.servicenow.com/community/csm-forum/how-to-create-read-only-role-possibility-of-specific-...

[Tanushree Maiti]

Hi @ServiceNow Use6 

To view Customer Service Management (CSM) cases in ServiceNow without requiring a paid fulfiller license, you must have a role that grants read-only access to the sn_customerservice_case table, specifically for internal (non-customer) users.

Refer: https://www.servicenow.com/community/csm-forum/csm-data-view-only-will-that-count-as-a-license/m-p/4...

[ServiceNow Use6]

Hi @Tanushree Maiti,

You think i can create a Read ACL for the two members? If so, what role should I assign them?

Regards

Suman P.

[Rakesh_M · Accepted solution]

Hi @ServiceNow Use6 ,
sn_customerservice.case_viewer role gives readOnly access to all cases