Customer Service Management and the public role

Hi all,

My company is looking to utilize the Customer Service Management module, or 'sn_customerservice_case' table, for internal and external users. I've heard that traditionally, the Customer Service Management module was for external users, however, we pursued the Case table after ServiceNow let us know that it had become a table that accommodated for both internal and external users in the recent patches. To put it short, the end result that we want to achieve is for users who submit a ticket to be able to access their records on the My Requests widget in the Service Portal.

Based on some research I'd done, the roles required for read access to Cases, in general, come packaged with the 'snc_external' role (i.e. sn_customerservice.customer, sn_customerservice.consumer), which conflicts with the 'snc_internal' role for our already internal customers:

• sn_customerservice.customer
• sn_customerservice.case_task_agent
• sn_customerservice.case_viewer
• sn_customerservice_manager
• sn_customerservice_agent
• sn_customerservice.consumer_agent
• sn_esm_user
• sn_customerservice.case_contributor_editor
• sn_customerservice.case_viewer
• sn_esm_agent
• public
• sn_customerservice.case_read_granular
• sn_customerservice.consumer (includes snc_external)
• csm_ws_integration
• awa_admin

I saw the the role 'public', and thought it could be integrated for users to be able to see their Cases in the OOB 'My Requests' widget. My idea was to grant the public role to users and create an ACL where, if any customer is the 'Contact' of the Case, they would be able to see their record in that My Request widget.

Is this a good route to pursue? What is best practice? Would creating a custom, general role and assigning it to people within the organization to effectively act like an 'snc_internal' role be an option as well? It seems my problem is with the conflicting 'snc_internal' and 'snc_external' roles which poses Portal access issues.

Thank you.