Service Catalog for external users

[Koji Yanase]

Even in CSM, Contacts can request some service catalog items through a portal. Those requests are usually handled with sc_request and sc_req_item table records. But the tables don't have Account field. Doesn't it cause any trouble? Should we use Case table for requests from Contacts which mean external users?

[Lakshmaiah Dump]

Hi Koji,

CSM, Contacts table (customer_contact) -> is extend to user (sys_user) table.

We have a account field in sc_request with the name of Request for.

You can directly use the sc_request table to create a request for external users and that won't cause any problem. It's not a best practice to use case table to create the request.

sc_request->sc_req_item->task and in Request form you have Request for field which is reference of user(sys_user).Also Contacts (customer_contact) are available in user table because customer_contact is extended to user table.

All child record available into parent table. (customer_contact=> child table and sys_user=parent table).

Hit ✅Correct, ��Helpful, or ��Like, Endorsers depending on the impact of the response

@Lakshmaiah Dumpala

[Koji Yanase]

Hi Lakshmaiah,

Thanks for your reply. We need Account information which means company of Contact at least. We reduce their current entitlement for requested items. It seems we'd better add some fields on Request table.

Thanks,

Koji

[Lakshmaiah Dump]

Hi Koji,

Yes, you're correct in case of company, add a new field like Client and Provide the reference of Company table.

Hit ✅Correct, ��Helpful, or ��Like, Endorsers depending on the impact of the response

@Lakshmaiah Dumpala