Assigning CSM/ITSM integration roles
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.
- Assign roles to agents using guided setup. For more information, see Integrate with IT Service Management using Guided Setup.
- Assign roles to agents using the ServiceNow AI Platform user administration feature. For more information, see Assign a role to a user.
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.
| 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. - 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.
| Role | Actions |
|---|---|
| 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. |