Assigning CSM/ITSM integration roles

To enable the Service Management integration features, assign the CSM/ITSM integration roles that are included with the Incident Management application.

The Service Management integration plugins do not add any roles to the customer service agent role (sn_customerservice_agent). To enable the Service Management integration features, you must assign the CSM/ITSM integration roles included with the Incident Management application.

• Assign roles to agents using guided setup. For more information, see Integrate with IT Service Management using Guided Setup.
• Assign roles to agents using the ServiceNow AI Platform user administration feature. For more information, see Assign a role to a user.

CSM/ITSM integration roles

Several types of roles are available with CSM integration with ITSM.

CSM/ITSM integration roles for agents

These roles enable customer service agents to view and create incident, problem, change, and request records for customer service cases.

표 1. CSM/ITSM integration roles for agents

Role title [name]	Description	Contains roles
sn_incident_read	Customer service agents with this role can: View information about an incident record associated with a customer service case. Associate an existing incident record with a customer service case. Remove an incident record associated with a customer service case.	dependency_views workspace_agent view_changer sn_comm_management.comm_plan_viewer cmdb_read cmdb_query_builder_read
sn_incident_write	Customer service agents with this role can: Create an incident record for a customer services case. Associate an existing incident record with a customer service case. Remove an incident record associated with a customer service case.	sn_incident_read
sn_problem_read	Customer service agents with this role can: View information about a problem record associated with a customer service case. Associate an existing problem record with a customer service case. Remove a problem record associated with a customer service case.	dependency_views workspace_agent view_changer cmdb_read cmdb_query_builder_read
sn_problem_write	Customer service agents with this role can: Create a problem record for a customer services case. Associate an existing problem record with a customer service case. Remove a problem record associated with a customer service case.	sn_problem_read
sn_change_read	Customer service agents with this role can: View information about a change record associated with a customer service case. Associate an existing change record with a customer service case. Remove a change record associated with a customer service case.	dependency_views workspace_agent view_changer cmdb_read app_service_user cmdb_query_builder_read
sn_change_write	Customer service agents with this role can: Create a change record for a customer services case. Associate an existing change record with a customer service case. Remove a change record associated with a customer service case.	sn_change_read template_editor cmdb_query_builder
sn_request_read	Customer service agents with this role can view information about request records associated with a customer service case in the Requests related list.	None
sn_request_write	Customer service agents with this role can create request records for customer service cases.	sn_request_read task_editor dependency_views workspace_agent view_changer cmdb_read cmdb_query_builder_read

CSM/ITSM integration roles for external customers

These roles enable external customers to take the following actions:

• View and create request records from the Customer and Consumer Service Portals.
• Approve changes and requests from the Customer Service Portal.

표 2. CSM/ITSM integration roles for external customers

Role	Actions
Customer administrator [sn_customerservice.customer_admin]	Users with this role can: Browse the service catalog and catalog items and make a selection. Create requests for themselves, for other contacts from the same account, or for child accounts. View the request details.
Partner [sn_customerservice.partner]	Users with this role can: Browse the service catalog and catalog items and make a selection. Create requests for themselves (if they also have the customer role). Create requests on behalf of the accounts with which they have established relationships. View cases and requests.
Customer case manager [sn_customerservice.customer_case_manager]	Users with this role can: Browse the service catalog and catalog items and make a selection. Create requests for themselves or for other contacts from the same account. View the request details.
Customer [sn_customerservice.customer]	Users with this role can: Create a request. View the request details.
Proxy contact [sn_customerservice.proxy_contact]	Users with this role can: Browse the service catalog and catalog items and make a selection. Create requests on behalf of customers. Add the account and contact information of the customers. View the details of the case and the related request.