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.
