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    Home Orlando Customer Service Management Customer Service Management Customer Service Management Integrate Customer Service Management with other applications CSM integration with Service Management Enable users to approve changes and requests from the Customer Service Portal

    Enable users to approve changes and requests from the Customer Service Portal

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    Enable users to approve changes and requests from the Customer Service Portal

    Enable your contacts to approve change and request records related to customer service cases from the Customer Service Portal.

    Changes and requests related to a case typically require end user approval before the tasks can be completed. The tasks can be initiated by customers and by external users. For example:
    • A customer creates a change in order to apply a patch. This change requires approval from the contact before the patch can be applied.
    • A contact requests a catalog item from the Customer Service Portal. This request requires approval by another employee within the contact's organization before the request can be fulfilled.
    Use this feature to send approval requests to contacts and enable external customers with the snc_external role to approve those requests as part of the task approval workflow.
    From the Customer Service Portal, external customers can:
    • View and approve requests and change requests.
    • View the details of the requested items in a request record.
    • View the status of a request or change request in the Related Records widget.

    Plugins

    This feature requires the following plugins:
    • Customer Service (com.sn_customerservice)
    • Customer Service with Service Management (com.sn_cs_sm)
    • Customer Service with Request Management (com.sn_cs_sm_request)

    Configuration

    To configure this feature, the system administrator must complete the following tasks:
    • Add external users to approval groups or assign roles for approval users in order to see approval records on the Customer Service Portal.
    • Add the necessary ACLs to the snc_external role for these tables:
      • Change Request (change_request)
      • Request (sc_request)
      • Request Item (sc_req_item)

    Users with the snc_external role have access to the Approval table (sysapproval_approver).

    Extension points

    This feature includes an extension point that can be used to configure approval entities: global.CSMApprovalsManagement. Use this extension point to extend the approval functionality to any other entity, such as problem.

    • Approve a request, change request, or registration request

      Users with the snc_external role can view and approve requests and change requests from the Customer Service Portal.

    • View the status of a request, change request, or registration request

      Users with the snc_external role can view the status of requests and change requests from the Customer Service Portal.

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    Release version
    Choose your release version

      Enable users to approve changes and requests from the Customer Service Portal

      • 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

      Enable users to approve changes and requests from the Customer Service Portal

      Enable your contacts to approve change and request records related to customer service cases from the Customer Service Portal.

      Changes and requests related to a case typically require end user approval before the tasks can be completed. The tasks can be initiated by customers and by external users. For example:
      • A customer creates a change in order to apply a patch. This change requires approval from the contact before the patch can be applied.
      • A contact requests a catalog item from the Customer Service Portal. This request requires approval by another employee within the contact's organization before the request can be fulfilled.
      Use this feature to send approval requests to contacts and enable external customers with the snc_external role to approve those requests as part of the task approval workflow.
      From the Customer Service Portal, external customers can:
      • View and approve requests and change requests.
      • View the details of the requested items in a request record.
      • View the status of a request or change request in the Related Records widget.

      Plugins

      This feature requires the following plugins:
      • Customer Service (com.sn_customerservice)
      • Customer Service with Service Management (com.sn_cs_sm)
      • Customer Service with Request Management (com.sn_cs_sm_request)

      Configuration

      To configure this feature, the system administrator must complete the following tasks:
      • Add external users to approval groups or assign roles for approval users in order to see approval records on the Customer Service Portal.
      • Add the necessary ACLs to the snc_external role for these tables:
        • Change Request (change_request)
        • Request (sc_request)
        • Request Item (sc_req_item)

      Users with the snc_external role have access to the Approval table (sysapproval_approver).

      Extension points

      This feature includes an extension point that can be used to configure approval entities: global.CSMApprovalsManagement. Use this extension point to extend the approval functionality to any other entity, such as problem.

      • Approve a request, change request, or registration request

        Users with the snc_external role can view and approve requests and change requests from the Customer Service Portal.

      • View the status of a request, change request, or registration request

        Users with the snc_external role can view the status of requests and change requests from the Customer Service Portal.

      Tags:

      Feedback

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