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    • Customer Service Management
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    Home Orlando Customer Service Management Customer Service Management Customer Service Management Configure Customer Service Management Service Management integration CSM/ITSM integration roles

    CSM/ITSM integration roles

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    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

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    Release version
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      CSM/ITSM integration roles

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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

      Tags:

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