Contributor user roles

  • Release version: Xanadu
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Contributor User Roles

    The contributor user data model in ServiceNow provides various roles that can be assigned to users, allowing control over case access and tasks based on business needs. These roles are associated with several plugins, including Customer Service, CSM Contributor User, Business Location, and CSM Base Extension Entities.

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    Key Features

    • Customer Service Roles: Roles like Case Task Agent and Case Task Viewer offer different levels of access, from full task management capabilities to read-only views of cases and tasks.
    • CSM Contributor User Roles: Roles such as Account Contributor, Consumer Contributor, and Self Contributor enable the creation of cases for accounts, consumers, or for users themselves.
    • Business Location Roles: The Service Organization Contributor role allows users to create cases for their specific service organization, provided they are a member of that organization.
    • CSM Base Extension Entities Roles: Roles such as Relationship Contributor enable case creation for customers with established relationships, requiring specific membership criteria.
    • Additional Roles: Roles like Customer Data Viewer and Workspace User enhance access to customer data and case task modules within the CSM workspaces.

    Key Outcomes

    By leveraging these roles, ServiceNow customers can effectively manage case-related tasks, enhance collaboration among teams, and ensure that users have the appropriate level of access to perform their responsibilities efficiently. This structured role assignment ultimately leads to improved service delivery and case management within the organization.

    The contributor user data model uses several roles that can be assigned to users to control case access, case tasks, and case-related information based on different business needs.

    These roles are included with several different plugins:
    • Customer Service (com.sn_customerservice)
    • CSM Contributor User (com.snc.csm_contributor_user)
    • Business Location (com.snc.business_location)
    • CSM Base Extension Entities (com.snc.cs_base_extension)
    See the following tables for detailed role descriptions.

    Roles included with the Customer Service plugin

    The following table lists the contributor roles that are included with the Customer Service (com.sn_customerservice) plugin along with their descriptions and associated roles.

    Table 1. Customer service roles
    Role Description Contains roles
    Case task agent

    [sn_customerservice.case_task_agent]

    		 This role provides access to case tasks and related case information.
    A user with this role can work on the following case tasks:
    • Tasks that are assigned to the user or to the user's assignment groups.
    • Tasks that have been created by the user.
    With this role, the user can:
    • View and update case tasks.
      • Add work notes, comments, and attachments.
      • Update the status.
      • Perform additional actions from a case task such as sending email.
    • Create case tasks and assign them to other users.
    With this role, users have read-only access to customer information for the case:
    • Account and contact records (for B2B cases)
    • Consumer and household records (for B2C cases)
    • Service organization records (business location cases)
    • sn_customerservice.csm_workspace_user
    • sn_customerservice.customer_data_viewer
    • sn_customerservice.case_contributor_editor
    Case task viewer

    [sn_customerservice.case_task_viewer]

    		 This role provides read-only access to all case tasks.
    Note:
    When combined with the case viewer role (sn_customerservice.case_viewer), a user can access all customer service cases and all case tasks.
    Case viewer

    [sn_customerservice.case_viewer]

    		 This role provides read-only access to all cases.
    Case contributor editor

    [sn_customerservice.case_contributor_editor]

    		 This role provides limited write access to some of the fields on the Case form if the user has read access to the case through another role.
    Limited write access is available for the following fields:
    • Work notes
    • Additional comments
    • Attachments
    • State or stage changes
    • Contributor users
    • Contributor groups
    • Watchlist
    • Work notes list
    Case contributor viewer

    [sn_customerservice.case_contributor_viewer]

    		 This role provides read access to all tables associated with a case if the user has read access to the case through another role.

    The user can access the All tasks I participate in module in CSM Agent Workspace.
    • sn_shn.user
    • wm_read

    Roles included with the CSM Contributor User plugin

    The following table lists the contributor roles that are included with the CSM Contributor User (com.snc.csm_contributor_user) plugin along with their descriptions and associated roles.

    Table 2. Roles for the contributor user plugin
    Role Description Contains roles
    Account contributor

    [sn_customerservice.account_contributor]

    		 This role enables users to create cases for any account. sn_customerservice.case_contributor_creator
    Consumer contributor

    [sn_customerservice.consumer_contributor]

    		 This role enables users to create cases for any consumer. sn_customerservice.case_contributor_creator
    Self contributor

    [sn_customerservice.self_contributor]

    		 This role enables users with snc_internal role to create cases for themselves. sn_customerservice.case_contributor_creator
    Case contributor creator

    [case_contributor_creator]

    		 This role enables users to create cases and is included in the top-level contributor roles.

    Roles included with the Business Location plugin

    The following contributor roles are included with the Business Location plugin (com.snc.business_location).

    Table 3. Roles for the business location plugin
    Role Description Contains roles
    Service organization contributor

    [sn_customerservice.service_organization_contributor]

    		 This role enables users to create cases for their service organization (business location).
    Note:
    A service organization contributor must be a member of a service organization to create cases on its behalf.
    		 sn_customerservice.case_contributor_creator

    Roles included with the CS Base Extension Entities plugin

    The following contributor roles are included with the CSM Base Extension Entities plugin (com.snc.cs_base_extension).

    Table 4. Roles for the CS base extension entities plugin
    Role Description Contains roles
    Relationship contributor

    [sn_customerservice.relationship_contributor]

    		 This role enables users to create cases for customers with which they have an established relationship.
    Note:
    • The CSM Contributor User (com.snc.csm_contributor_user) plugin must be activated.
    • A relationship contributor must be a member of an account, contact, or household team to create cases on their behalf.
    		 sn_customerservice.case_contributor_creator

    Additional roles

    Table 5. Additional contributor roles
    Role Description Contains roles
    Customer data viewer

    [sn_customerservice.customer_data_viewer]

    		 This role provides read access to customer data, including account, consumer, and household data, and the information included in the related lists.
    Workspace user

    [sn_customerservice.csm_workspace_user]

    		 This role provides access to case tasks from the following modules in the CSM workspaces:
    • My Case Tasks
    • My Group's Case Tasks
    Users can also:
    • Use Agent Assist to search for knowledge articles (if the User Criteria is set to provide access to knowledge).
    • Create email (if the user has write access to the record and the email_composer role).
    • View response templates (if response templates have been configured for the record.
    Note:
    By default, this role is added to the case task agent role (sn_customerservice.case_task_agent).
    • agent_workspace_user
    • canvas_user
    • sn_templated_snip.template_snippet_reader
    • email_composer