To enable the Service Management integration features, assign the CSM/ITSM integration roles that are included with the Incident Management application.

The Service Management integration plugins do not add any roles to the customer service agent role (sn_customerservice_agent). To enable the Service Management integration features, you must assign the CSM/ITSM integration roles included with the Incident Management application.

CSM/ITSM integration roles

Several types of roles are available with CSM integration with ITSM.

CSM/ITSM integration roles for agents

These roles enable customer service agents to view and create incident, problem, change, and request records for customer service cases.

Table 1. CSM/ITSM integration roles for agents
Role title [name]DescriptionContains roles
sn_incident_read Customer service agents with this role can:
  • View information about an incident record associated with a customer service case.
  • Associate an existing incident record with a customer service case.
  • Remove 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.
  • Associate an existing problem record with a customer service case.
  • Remove 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.
  • Associate an existing change record with a customer service case.
  • Remove 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 customer service cases.
  • sn_request_read
  • task_editor
  • dependency_views
  • workspace_agent
  • view_changer
  • cmdb_read
  • cmdb_query_builder_read

CSM/ITSM integration roles for external customers

These roles enable external customers to take the following actions:
  • View and create request records from the Customer and Consumer Service Portals.
  • Approve changes and requests from the Customer Service Portal.
Table 2. CSM/ITSM integration roles for external customers
RoleActions
Customer administrator

[sn_customerservice.customer_admin]

 Users with this role can:
  • Browse the service catalog and catalog items and make a selection.
  • Create requests for themselves, for other contacts from the same account, or for child accounts.
  • View the request details.
Partner

[sn_customerservice.partner]

 Users with this role can:
  • Browse the service catalog and catalog items and make a selection.
  • Create requests for themselves (if they also have the customer role).
  • Create requests on behalf of the accounts with which they have established relationships.
  • View cases and requests.
Customer case manager

[sn_customerservice.customer_case_manager]

 Users with this role can:
  • Browse the service catalog and catalog items and make a selection.
  • Create requests for themselves or for other contacts from the same account.
  • View the request details.
Customer

[sn_customerservice.customer]

 Users with this role can:
  • Create a request.
  • View the request details.
Proxy contact

[sn_customerservice.proxy_contact]

 Users with this role can:
  • Browse the service catalog and catalog items and make a selection.
  • Create requests on behalf of customers.
  • Add the account and contact information of the customers.
  • View the details of the case and the related request.