Customer tasks

Release version: Australia

Updated March 12, 2026

3 minutes to read

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Summary of Customer Tasks

The Customer Service Portal allows external users to manage their project-related activities, including viewing projects, completing tasks, and creating cases for issues. Users must have specific CSM external roles to access these functionalities.

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Key Features

View Projects: Users can access project details associated with their accounts if listed as project contacts. Access includes viewing project details and related records, contingent upon proper ACL configurations.
View and Update Project Tasks: Users can see project tasks assigned to them, update specific fields, and post comments, provided they are listed as project contacts and tasks are visible to customers.
Complete Project Tasks: Users can mark tasks as complete directly from the task list in the portal.
Create Cases: Users can generate cases related to projects and tasks through the project/task forms or the Case menu in the portal.
View Cases: Administrators can view all project-related cases for their accounts via the My Lists widget.
Access Related Records: Users can view project change requests and issue records linked to a case, based on their project contact status and ACL settings.

Key Outcomes

By utilizing these features, ServiceNow customers can efficiently manage their project tasks, streamline communication regarding project issues, and maintain oversight of all project-related activities, enhancing collaboration and accountability within their teams.

From the Customer Service Portal, external users can view projects, complete assigned tasks, and create cases for project issues.

A user must have one of the following CSM external roles to perform the tasks described in the following table:

sn_customerservice.customer
sn_customerservice.customer_admin
sn_customerservice.partner
sn_customerservice.partner_admin

Table 1. Various customer tasks
Task	Details
View projects and project details	Customers can view the projects created for their accounts if they've been associated with the project as a project contact. Customers have read-only access to project details on the Customer Project form. Customers can also view records in the following related lists if the system administrator has configured the corresponding ACLs for each of the tables. Customer Project Tasks Project Change Requests Status Reports Sub Projects Work Orders Project Contacts Note: The Work Orders related list is displayed if the following plugins are active: Field Service with Project Management (com.snc.wm_ppm) and Customer Service with Field Service Management (com.snc.csm_fsm_integration). To view projects: Click Support in the Customer Service Portal header. Click Projects and select a project from the Customer Projects list. View the details in the Customer Project form.
View and update project tasks	Customers can view project tasks for the projects that have been created for their accounts if: They have been associated with the project as a project contact. The project tasks have been marked as Visible to customer. Customers can view and update project tasks that have been assigned to them by the customer project manager. To view and update project tasks: Click My Lists in the Customer Service Portal header. Click My Project Tasks and select a task from the Customer Project Tasks list. View the details in the Customer Project Task form. Update the Actual start date and Actual end date fields as needed and click Save. Add a comment in the Activity field and click Post. Note: Customers can also view tasks directly from Support > Projects > Project Tasks.
Complete project tasks	When a customer completes the work for a project task, they can mark the task as complete. Click My Lists in the Customer Service Portal header. Click My Project Tasks and select a task from the Customer Project Tasks list. Click Mark Complete in the Actions widget.
Create cases for projects and project tasks	Customers can create cases for projects and project tasks if they have been associated with a project as a project contact. Customers can create cases in two ways: From a project or, project task form. From the Case menu in the Customer Service Portal header. To create a case from a project or project task: Navigate to a Customer Project form or a Customer Project Task form. Click Create Case in the Actions widget. Fill in the fields on the Create Project Case record producer. The Project and Project Task fields are auto populated. Click Submit. To create a case from the Case menu. Click Case in the Customer Service Portal header and select Create Project Case. Fill in the fields on the Create Project Case record producer. Click Submit. The Create Project Case record producer includes Project and Project Task fields. These fields are displayed if a customer has access to any of the project tasks. Project and project task selection is limited to the projects for the customer's account.
View a list of cases created for the projects and project tasks for an account	Customer administrators, partner administrators, and customer case managers can see all cases that have been created for the projects and project tasks for an account. Click My Lists in the Customer Service Portal header. Click All Cases in the My Lists widget.
View the project change request and project issue records created for a case	Customer contacts can view the project change request and project issue records that have been created for a case if: They have been added to a project as a project contact. The system administrator has configured the corresponding ACLs for each of the tables. Click My Lists in the Customer Service Portal header. Click All Cases in the My Lists widget. Select a case from the Cases list. View the records in the Related Records widget.