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Provide external customers with access to problem, change, and request records

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Provide external customers with access to problem, change, and request records

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals.

Customers interact with customer service agents to create and update customer service cases. As they work to resolve cases, agents sometimes need to create problem, change, or request records or associate existing records.

With this feature, you can provide read-only access to external users to the problem, change, and request records that are related to cases. After logging in to the Customer or Consumer Service Portal, users can view a list of their cases, select a case, and view the Related Records list for the case. They can also click a record in this list opens a read-only view of the record form in a pop-up window
Note: The Related Records list shows data only if the logged in user has access to view the related records.

Customers, customer partners, and internal users with the proxy contact role (sn_customerservice.proxy_contact) can also create requests from the Customer and Consumer Service Portals. For more information about this feature, see Create cases as a proxy contact.

Required roles

Users with the snc_internal or snc_external role and with read access to the related records can see the problem, change, and request records related to a case.

The system administrator can assign roles to customer service agents that enable the enable agents to view and create incident, problem, change, and request records for customer service cases. For more information, see CSM/ITSM integration roles.

Viewing problem, change, and request records

From the Customer or Consumer Service Portal, customers can see problem, change, and request records associated with their cases. These records appear in the Related Records widget on the case view page. Clicking a record in this list displays information from the record in a pop-up window. Agents and customers can use the Additional comments field on the case to communicate about these records.

Customers can also view Known Error articles for a problem related to a case. These articles are displayed:
  • If there is a KE article present for the problem record. If there are multiple articles associated with the problem, the customer has access to the primary article. If there are no articles, the customer does not see the link.
  • If the customer has access to the KE article.

Configuration

To configure this feature, the system administrator can:
  • Assign the required roles to the customer service agents and managers who will be creating the request, problem, and change records from customer service cases.
  • Provide access to problem, change, and request records by configuring ACLs for the snc_external role. This access is not provided out of box. The admin must add these ACLs to the snc_external user role based on case access.
    Note: Existing ACLs on the problem, change, and request records may impact the visibility for external users.
  • Configure the Case Related Records widget. By default, this widget is displayed for users with the snc_internal and snc_eternal roles.
  • Define the views for the problem, change, and request records and select the fields that are visible to external customers. For more information, see Create and delete views.
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