Customer tasks

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Customer tasks

    This content outlines how external users with specific Customer Service Management (CSM) roles can interact with projects via the Customer Service Portal. It details the capabilities customers have to view and manage projects, tasks, and cases related to their accounts, ensuring efficient collaboration and issue resolution.

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    Key Features

    • Role Requirements: Users must have one of these CSM external roles: customer, customeradmin, partner, or partneradmin to perform tasks.
    • View Projects and Details: Customers associated as project contacts can view all project details in read-only mode and access related lists such as project tasks, change requests, status reports, sub-projects, work orders, and project contacts, if ACLs and relevant plugins are enabled.
    • View and Update Project Tasks: Customers can see project tasks marked as "Visible to customer" and update tasks assigned to them, including actual start/end dates and activity comments.
    • Complete Project Tasks: Customers can mark assigned project tasks as complete directly from the portal.
    • Create Cases for Projects and Tasks: Customers linked as project contacts can create cases either from project or task forms or via the Case menu. Project and task fields are auto-populated and limited to those accessible by the customer.
    • View Cases for Projects and Tasks: Customer administrators, partner administrators, and case managers can view all cases created for projects and tasks associated with their account.
    • View Project Change Requests and Issues: Project contacts can see change requests and issue records related to cases, provided ACLs are configured accordingly.

    Practical Use

    ServiceNow customers can use these capabilities to:

    • Efficiently track and monitor project progress and details via the portal.
    • Manage assigned tasks by updating status and adding comments to keep all stakeholders informed.
    • Ensure timely completion of tasks by marking them complete when done.
    • Report issues or requests through cases linked directly to relevant projects or tasks, facilitating streamlined communication and resolution.
    • Allow administrators and case managers to oversee all related cases for better project governance.

    Navigation Guidance

    • Access projects through Support > Projects in the Customer Service Portal.
    • Manage tasks via My Lists > My Project Tasks.
    • Create cases from project/task forms using the Create Case action or from the Case menu.
    • View all related cases under My Lists > All Cases.

    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:
    1. Click Support in the Customer Service Portal header.
    2. Click Projects and select a project from the Customer Projects list.
    3. 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:
    1. Click My Lists in the Customer Service Portal header.
    2. Click My Project Tasks and select a task from the Customer Project Tasks list.
    3. View the details in the Customer Project Task form.
    4. Update the Actual start date and Actual end date fields as needed and click Save.
    5. 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.
    1. Click My Lists in the Customer Service Portal header.
    2. Click My Project Tasks and select a task from the Customer Project Tasks list.
    3. 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:
    1. Navigate to a Customer Project form or a Customer Project Task form.
    2. Click Create Case in the Actions widget.
    3. Fill in the fields on the Create Project Case record producer. The Project and Project Task fields are auto populated.
    4. Click Submit.
    To create a case from the Case menu.
    1. Click Case in the Customer Service Portal header and select Create Project Case.
    2. Fill in the fields on the Create Project Case record producer.
    3. 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.
    1. Click My Lists in the Customer Service Portal header.
    2. 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.
    1. Click My Lists in the Customer Service Portal header.
    2. Click All Cases in the My Lists widget.
    3. Select a case from the Cases list.
    4. View the records in the Related Records widget.