Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.

CSM/ITSM integration roles

Log in to subscribe to topics and get notified when content changes.

CSM/ITSM integration roles

The Incident Management application includes roles that the system administrator can assign to customer service agents. These roles enable agents to view and create incident, problem, change, and request records for customer service cases.

Note: If you are upgrading from the Madrid release, contact ServiceNow Technical Support for access to these roles.
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.
  • 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.
  • 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.
  • 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 a customer services case.
  • sn_request_read
  • task_editor
  • dependency_views
  • workspace_agent
  • view_changer
  • cmdb_read
  • cmdb_query_builder_read
Feedback