--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Contributor users # Contributor users {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 9 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Contributor users The Contributor Users feature in ServiceNow Customer Service Management (CSM) enables organizations to engage internal and external users in reporting customer issues and requests. It supports unified customer support by allowing shared service teams and organizations to serve internal employees and external customers effectively. This feature facilitates case creation, management, and tracking by various types of requesters through role-based access control. Show full answer Show less ## Contributor User Roles and Capabilities Contributor user roles provide controlled access to cases, case tasks, and related customer data. They allow users to interact with cases depending on their relationship to customers or organizations. Key roles include: * **Requester for any customer:** Can create cases on behalf of any customer using the Customer or Consumer Service Portal. Roles: Account contributor, Consumer contributor. * **Requester for my customers:** Can create and manage cases for customers with whom they have an established relationship. Role: Relationship contributor. * **Requester for service organization:** Can create and follow up on cases on behalf of their business organization. Role: Service organization contributor. * **Requester for self:** Can create and manage cases for themselves. Role: Self-contributor. * **Requester for self related to a business organization:** Can create and track cases linked to their sold products or install base at a business organization. Role: Business Organization Self Contributor. All contributor roles can search knowledge articles, create cases via multiple communication channels (phone, web, chat, Virtual Agent, messaging), and perform case updates such as adding comments, accepting solutions, and closing cases. Some roles also enable viewing and updating customer data. ## Case Form Enhancements Contributor users add two key fields to the Case form to identify the customer: * **Requester Organization:** Identifies a service organization as the customer. * **Requested By:** Identifies the employee requester when Account and Consumer fields are empty. Additional fields track contributor users and groups assigned to case tasks, ensuring visibility of contributors involved in case resolution. ## Case Creation via Portals A record producer accessible from Customer and Consumer Service Portals allows contributor users to create cases. The available customer options and fields dynamically adjust based on the user's assigned roles (Account, Consumer, Business Organization, or Self). Common fields include Priority, Channel, Subject, and Description to capture case details. ## Record Lists and Case Task Access The My Lists widget on service portals provides filtered views of cases relevant to the contributor's roles and relationships, simplifying case tracking. Users with the **case task agent role** can access case tasks across multiple UI components such as lists, dashboards, and landing pages in CRM workspace. Widgets display detailed task information, including status, priority, assigned users, and related case data. ## Role-Based Module Access * **Case task agent role:** Access to case tasks, customer read-only data, and related modules; primarily a fulfiller role. * **Case task viewer role:** Read access to all case tasks. * **Case contributor viewer role:** Access to tasks the user contributes to. * **Case viewer role:** Access to view cases the user can see. ## Access to Customer Information Case task agents have read-only access to essential customer data linked to the parent case: * **B2B cases:** Account, contact records, addresses, sold products, install base. * **B2C cases:** Consumer, household records, addresses, sold products, install base, head of household. * **Business organization cases:** Service organization records and internal contact information. ## Practical Benefits for ServiceNow Customers * Enable a broad range of internal and external contributors to efficiently create and manage customer cases. * Control access and visibility to cases and customer data tailored to user roles and relationships. * Provide seamless case creation and tracking through self-service portals with role-aware options. * Improve collaboration and case resolution by exposing relevant case tasks and contributor information. * Support unified, scalable customer service delivery across multiple organizations and customer types. With contributor user roles, you can engage both internal and external users to report customer issues and requests. The contributor users feature provides unified customer support for internal and external customers. With this feature, you can serve internal and external customers through shared service teams and service organizations: * Enable service organizations to serve one another and external customers. * Enable employees to request support for themselves and for external customers. * Enable users to access customer- visible case tasks that are required to resolve cases. {#customer-service-contributor-users__ul_hvk_cts_lnb} ## Overview of contributor user roles {#customer-service-contributor-users__section_jmc_xvw_rnb} The contributor users feature includes several roles that you can assign to users to control access to cases, case tasks, and case-related information. These roles can be assigned to users based on different business needs. In some cases, these roles also provide access to the parent cases and associated customer information. The contributor users feature also includes viewer roles that enable employees to view cases, cases tasks, or core customer data. These roles include: * Case Viewer * Case Task Viewer * Customer Data Viewer {#customer-service-contributor-users__ul_dm1_22f_h4b} {#customer-service-contributor-users__table_odd_ppj_snb__entry__3} | Requester type | Description | Capabilities | |-|-|-| | Requester for any customer | A requester who can create cases on behalf of any customer. This user: * Works with accounts and contacts or consumers. * Uses the Customer or Consumer Service Portal to assist customers. {#customer-service-contributor-users__ul_unv_vpj_snb} Roles: * Account contributor (sn_customerservice.account_contributor) * Consumer contributor (sn_customerservice.consumer_contributor) {#customer-service-contributor-users__ul_uzg_1qj_snb} | This user can: * Search knowledge articles and catalog items. * Create cases for customers who visit a business organization, including cases for catalog items (requests). * Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. {#customer-service-contributor-users__ul_xzw_cqj_snb} If also an internal user on a case, this user can: * Add additional comments and attachments * Accept or reject a solution * Close a case * Receive notifications of case updates * Read work notes {#customer-service-contributor-users__ul_zb1_krj_snb} | | Requester for my customers | A requester who can create cases on behalf of customers with whom they have an established relationship. This user: * Works with accounts and contacts or consumers. * Uses the Customer or Consumer Service Portal to assist customers. * Manages customer relationships and assists with customer cases. {#customer-service-contributor-users__ul_xkh_q5j_snb} Role: Relationship contributor (sn_customerservice.relationship_contributor)​ | This user can: * Search knowledge articles and catalog items. * Create cases on behalf of customers with whom they have a relationship. * Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. * View and follow up on all cases created for customers with whom they have a relationship. * Update customer data such as adding contacts and addresses. * Update cases: * Add additional comments and attachments * Accept or reject a solution * Close a case * Receive notifications of case updates * Read work notes {#customer-service-contributor-users__ul_gls_lvj_snb} {#customer-service-contributor-users__ul_xs5_bvj_snb} | | Requester for service organization | A requester who can create cases on behalf of their business organization. This user: * Works with accounts and contacts, consumers, and households. * Uses the Customer or Consumer Service Portal to assist customers. {#customer-service-contributor-users__ul_ftt_jwj_snb} Role: Service organization contributor (sn_customerservice.service_organization_contributor) | This user can: * Search knowledge articles and catalog items. * Create cases on behalf of their business organization, including cases for catalog items (requests), and follow up on those cases. * Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. * View and follow up on other cases created for the user's business organization. {#customer-service-contributor-users__ul_zdr_qwj_snb} If also an internal user on a case, this user can: * Add additional comments and attachments * Accept or reject a solution * Close a case * Receive notifications of case updates * Read work notes {#customer-service-contributor-users__ul_bkp_2ck_snb} | | Requester for self | A requester who can create cases for themselves. This requester accesses cases through a unified employee portal, if provided by their organization. Role: Self-contributor (sn_customerservice.self_contributor​) | This user can: * Search knowledge articles and catalog items. * Create cases on behalf of themselves, including cases for catalog items (requests). * Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. * View and follow up on the cases that they've created from themselves: * Add additional comments and attachments * Accept or reject a solution * Close a case * Receive notifications of case updates * Read work notes {#customer-service-contributor-users__ul_sp5_pdk_snb} {#customer-service-contributor-users__ul_zvd_kdk_snb} | | Requester for self related to a business organization | A requester who can create and track cases for themselves while associating them with their business organization. This requester can also link any sold products or install base items assigned to them at a business organization to the case. Business Organization Self Contributor \[sn_bus_loc.business_org_self_contributor\] | This user can: * Search knowledge articles and catalog items. * Create and track service cases for their assigned sold products and install base items at a business organization, without any involvement. * Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. * View and follow up on the cases that they've created from themselves: * Add additional comments and attachments * Accept or reject a solution * Close a case * Receive notifications of case updates * Read work notes {#customer-service-contributor-users__ul_rty_kbr_rkc} {#customer-service-contributor-users__ul_qty_kbr_rkc} | [Table 1. Contributor user role description and capabilities] {#customer-service-contributor-users__table_odd_ppj_snb} The contributor roles in the preceding table also have the capability to access customer-visible case tasks. For more details on these capabilities, see [csm-cases-case-tasks-overview.html#csm-cases-case-tasks-overview__case-task-contributor-roles](https://www.servicenow.com/docs/KSTn55Qr12GVBafy2KczgQ#csm-cases-case-tasks-overview__case-task-contributor-roles). The contributor user roles are available with different CSM plugins. For a more detailed description of these user roles, see [Contributor user roles](https://www.servicenow.com/docs/0ugfzuKqu06pmf3yt4cwsA "The contributor user data model includes several roles that control access to cases, case tasks, and related information, assigned to users based on business needs."). ## Fields added to the Case form {#customer-service-contributor-users__section_yxv_kzb_3nb} The contributor users feature adds two fields to the Case form that are used to identify the customer for a case. These fields are used in addition to the Account and Consumer fields. {#customer-service-contributor-users__table_lzh_skg_h4b__entry__2} | Field | Description | |-|-| | Requester Organization | This field displays the name of a service organization. If this field is filled in, and the Account and Consumer fields are empty, the customer for the case is a service organization. This field is included with the Service Organization plugin (com.snc.service_organization). | | Requested By | This field displays the name of the requester. If this field is filled in and the Account, Consumer, and Requester Organization fields are empty, the customer for the case is an employee. This field is included with the Customer Service plugin (com.sn_customerservice). | [Table 2. Customer fields added to Case form] {#customer-service-contributor-users__table_lzh_skg_h4b} The Customer Service plugin adds two fields to the Notes section of the Case form for contributor users. {#customer-service-contributor-users__table_apk_mmj_3nb__entry__2} | Field | Description | |-|-| | Contributor Users | When a user with the case task agent role is assigned to a case task, the user is added to the Contributor Users field. If a user is removed from the Assigned to field on the Case Task form, and they aren't assigned to any other tasks for the case, they're also removed from the Contributor Users field. | | Contributor Groups | When a user with the case task agent role is assigned to a case task, the user's assignment group is added to the Contributor Groups field. If a user is removed from the Assigned to field on the Case Task form, and no other members of their assignment group are assigned to any other tasks for the case, the assignment group is removed from the Contributor Groups field. If a group is removed from the Assignment group field on the Case Task form, and the group isn't assigned to any other tasks for the case, the assignment group is removed from the Contributor Groups field. | [Table 3. Contributor fields added to Case form] {#customer-service-contributor-users__table_apk_mmj_3nb} ## Create Case for Customer record producer {#customer-service-contributor-users__section_gmc_3hg_h4b} The contributor users feature adds a record producer that contributor users can access from the Customer and Consumer Service Portals and use to create cases. When creating a case, this record producer presents different options for the customer in the Who are you creating this case for? field, depending on the roles assigned to the logged-in user. When the contributor user selects an option, additional fields related to that customer type are displayed. {#customer-service-contributor-users__table_ktz_sng_h4b__entry__2} | Customer option | Additional fields | |-|-| | Account | * Reported by: the logged-in user with the account contributor role. * Account: the name of the account. * Contact: the contact for the account. {#customer-service-contributor-users__ul_th5_vng_h4b} | | Consumer | * Reported by: the logged-in user with the consumer contributor role. * Consumer: the name of the consumer. * Household: The household that the consumer belongs to. {#customer-service-contributor-users__ul_awj_b4g_h4b} | | Business Organization | * Reported by: the logged-in user with the service organization contributor role. * Requesting Business Location: the name of the service organization requesting assistance. * Requesting support from Business Location: The name of the service organization from which the Requesting Business Location is asking assistance. {#customer-service-contributor-users__ul_st5_j4g_h4b} | | Myself | Reported By: the logged-in user with the self-contributor role. | [Table 4. Customer type fields added to Create a Customer Case record producer] {#customer-service-contributor-users__table_ktz_sng_h4b}Additional fields on the record producer that are common to all customer options include Priority, Channel, Subject, and Description. ## Viewing record lists on the Customer and Consumer Service Portals {#customer-service-contributor-users__section_hwj_crg_h4b} The My Lists widget on the Customer and Consumer Service Portals includes different filters for viewing records. Depending on the roles assigned to the logged-in user, this widget displays the following filters. {#customer-service-contributor-users__table_hxt_4yg_h4b__entry__2} | Contributor user | My Lists filters | |-|-| | Account contributor | Cases for Accounts | | Consumer contributor | Cases for Consumers | | Service organization contributor | * My Cases for Business Locations: cases created by the contributor user on behalf of their business organizations. * All Cases for Business Locations: All cases created on behalf of the contributor's business organizations, independent of who created the case. {#customer-service-contributor-users__ul_ck3_5yg_h4b} | | Self-contributor | Cases for myself | | Relationship contributor | Displays filters depending on the relationships established for this user. * My Cases for Accounts: Cases created by the contributor user on behalf of accounts where the user is an Account Manager. * All Cases for Accounts: All cases created on behalf of accounts where the user is an Account Manager, independent of who created the case. * My Cases for Consumers: Cases created by the contributor user on behalf of consumers or households where the user is a Relationship Manager. * All Cases for Consumers: All cases created on behalf of consumers or households where the user is a Relationship Manager, independent of who created the case. {#customer-service-contributor-users__ul_rnc_hzg_h4b} For more information, see [Service Model Foundation relationships](https://www.servicenow.com/docs/LrvS_WP8nTMlO4hCLy1_~A "Create relationships between an agent and a customer or between two consumers that provide additional access to customer data."). | [Table 5. My Lists filters] {#customer-service-contributor-users__table_hxt_4yg_h4b} ## Access to case tasks {#customer-service-contributor-users__section_rdc_j1c_3nb} Users with the case task agent role can view and access case tasks in lists, on dashboards, and on landing pages in the CRM workspace. Use widgets to display case tasks on dashboards and landing pages in the CRM workspace. {#customer-service-contributor-users__table_rdw_j4j_3nb__entry__2} | Widget | Task information displayed | |-|-| | My Case Tasks | This widget includes the following information for each case task: * Task number * Status * Subject * Priority * Case number * Case short description {#customer-service-contributor-users__ul_gvl_v1c_3nb} | | My Group's Case Tasks | This widget includes the following information for each case task: * Task number * Status * Subject * Priority * Assigned to * Case number * Case short description {#customer-service-contributor-users__ul_g33_x1c_3nb} | [Table 6. Widgets for displaying case tasks] {#customer-service-contributor-users__table_rdw_j4j_3nb} Note: If a playbook is available, the system opens the case task within in the playbook. If no playbook is available, the system opens the Case Task form. Depending on assigned roles, contributor users can see different modules in CSM Agent Workspace and CRM Workspace. {#customer-service-contributor-users__table_qxh_f5h_3nb__entry__2} | Role | Modules | |-|-| | Case task agent \[sn_customerservice.case_task_agent\] | Users with the case task agent role have access to these modules: * Case Task: Includes the case tasks that the user has access to. * My Case Tasks * My Open * Unassigned for my groups * My Accessible Tasks {#customer-service-contributor-users__ul_iz5_bvh_3nb} * Customers: Includes read-only access to customer information. * Accounts * Partners * Contacts * Consumers * Households * Household members {#customer-service-contributor-users__ul_cfw_t5h_3nb} {#customer-service-contributor-users__ul_it5_h5h_3nb} Note: The case task agent role is a fulfiller role. | | Case task viewer \[sn_customerservice.case_task_viewer\] | Users with the case task viewer role have access to All tasks in the Case Task module. | | Case contributor viewer \[sn_customerservice.case_contributor_viewer\] | Users with the case contributor viewer role have access to My Contributing Tasks in the Case Task module. | | Case viewer \[sn_customerservice.case_viewer\] | Users with the case viewer role can see the cases that they have access to in the Cases module. | [Table 7. Module access by role] {#customer-service-contributor-users__table_qxh_f5h_3nb} ## Case task agent access to customer information {#customer-service-contributor-users__section_tjf_rzb_3nb} Users with the case task agent role have read-only access to some of the customer information for the parent case. * For B2B cases: Account and contact records, including addresses, sold products, and install base. * For B2C cases: Consumer and household records, including addresses, sold products, install base, and head of household. * For business organization cases: Service organization records, including internal contact information. {#customer-service-contributor-users__ul_s3m_vzb_3nb} **Related concepts** * [Business Stakeholder for Customer Service Management](https://www.servicenow.com/docs/AWFrBDfLakxAKr~JR2liog "Business Stakeholder for Customer Service Management includes plugins and roles that provide access to business stakeholder features.") **Related tasks** * [Configure contributor users](https://www.servicenow.com/docs/HMB8bDWI5FzNAeuJsn5HeQ "The CSM Contributor User plugin enables you to engage middle office teams in resolving customer issues and requests.") **Related reference** * [Contributor user roles](https://www.servicenow.com/docs/0ugfzuKqu06pmf3yt4cwsA "The contributor user data model includes several roles that control access to cases, case tasks, and related information, assigned to users based on business needs.")