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 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:
