Customer project manager tasks

Release version: Zurich

Updated July 31, 2025

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Summary of Customer project manager tasks

This guide outlines the key tasks a customer project manager can perform within ServiceNow to manage projects linked to customer accounts. The role requires bothitprojectmanagerandsncustomerservice.projectmanagerroles to access and execute these tasks effectively.

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Key Features

Create and manage projects: Customer project managers can create new projects either from scratch or by using predefined project templates. They can enter essential details like project name, account, and additional information.
Project tasks management: Project tasks can be created, described, and assigned. Tasks can be marked as visible to external customers or internal users, facilitating transparency and collaboration with customers through the Customer Service Portal.
Contact management: Contacts linked to the customer account—including partner contacts and those with relationships to the account—can be added to projects, granting them visibility into project status and progress.
Case handling related to projects: Project managers can view cases associated with projects or project tasks. While access to case details is read-only, they can add comments and attach files to cases to support communication and documentation.
Project change requests and issues: Managers can create project change requests and issues related to cases, enabling proactive management of project challenges and modifications.
Template management: Existing projects can be saved as new templates for reuse, streamlining the creation of similar future projects.

Practical Use for ServiceNow Customers

ServiceNow customers using the Customer Service Management application can leverage these capabilities to efficiently coordinate projects for customer accounts. By assigning appropriate roles, project managers gain the ability to structure projects, maintain clear customer visibility, track related cases, and standardize workflows through templates. This empowers organizations to enhance customer engagement, improve project transparency, and maintain tight control over project execution and issue resolution.

A customer project manager can perform specific tasks to manage projects for customer accounts.

A customer project manager requires the following roles to perform the tasks described in the following table:

it_project_manager
sn_customerservice.projectmanager

Table 1. Customer project manager tasks
Task	Details
Create a project for a customer account	Navigate to Customer Service > Projects > Create New. Enter a name for the project in the Project Name field. Select an account in the Account field. Fill in additional project information. Click Save.
Create a project for a customer account from a project template	Navigate to Customer Service > Projects > Create New. Click a template at the bottom of the form to apply the template to the project. If the templates do not appear at the bottom of the form, click the More options icon at the top of the form and select Toggle Template Bar. Enter a name for the project in the Project Name field. Select an account in the Account field. Fill in additional project information. Click Save.
Create a project task for a customer project	Navigate to Customer Service > Projects > All. Select a project. In the Project Tasks related list, click New. Add a short description for the task. Fill in additional project task information. Click Save.
Identify the project tasks on a project template that are visible to external customers	Navigate to Customer Service > Projects > Templates. Select a template. In the Project Template Tasks related list, select a task. In the Data section of the Project Template Task form, add the Visible to customer field and set it to true. Click Update. Repeat for other project tasks as needed.
Identify project tasks that are visible to external users	Navigate to Customer Service > Projects > All. Select a project. In the Project Tasks related list, select a task. Enable the Visible to customers field. Click Save.
Identify the account contacts who have access to a project	To give customers visibility into projects from the Customer Service Portal, you must add one or more contacts to the project. Contacts must belong to the account linked with the project. Partner contacts must have access to the account linked with the project. Contacts who have a relationship with the account can also be added to the project. Navigate to Customer Service > Projects > All. Select a project. In the Project Contacts related list, click New. Select a contact in the Contact field and click Submit.
Assign project tasks to internal users, customer contacts, or customer partner contacts	See Assign a project task .
See the cases that have been created for a project or project task	View cases in the Cases related list on the Customer Project form and Customer Project Task form. Click a case to view the case details. Note: The customer project manager has read-only access to the Case form.
Add a comment or an attachment to a case that has been created for a project or project task	Navigate to Customer Service > Projects > All. Select a project. In the Cases related list, select a case. Add a comment in Additional comments field. Click the attachment icon, select a file, and attach it to the case. Click Update.
Create project change requests and project issues for cases that have been created for a project or project task	See the following tasks: Create a project issue for a case Create a project change request for a case
Save a customer project as a template	Navigate to Customer Service > Projects > All. Select a project. Click the Save as New Template related link. In the Create Template popup window, enter a template name and description. Click OK. Update the template as needed and click Update.