---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Assigning CSM/ITSM integration roles

# Assigning CSM/ITSM integration roles {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

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](https://servicenow-prod.fluidtopics.net/XdanNR1TjPvFpiwXsOXIbw "Use the Guided Setup to integrate Customer Service Management with the Request, Incident, Problem, and Change Management applications.").
* Assign roles to agents using the ServiceNow AI Platform user administration feature. For more information, see [Assign a role to a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
{#assign-csm-itsm-integration-roles__ul_bw4_x4x_zxb}

## CSM/ITSM integration roles {#ariaid-title2}

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

### CSM/ITSM integration roles for agents {#csm-itsm-integration-roles__section_rbt_h4x_zxb}

These roles enable customer service agents to view and create incident, problem, change, and request records for customer service cases.
{#csm-itsm-integration-roles__table_xhr_dq2_hhb__entry__3}

| 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. {#csm-itsm-integration-roles__ul_q2k_mzx_hcc} | * dependency_views * workspace_agent * view_changer * sn_comm_management.comm_plan_viewer * cmdb_read * cmdb_query_builder_read {#csm-itsm-integration-roles__ul_m5p_cr2_hhb} |
| 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. {#csm-itsm-integration-roles__ul_fvz_pq2_hhb} | 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. {#csm-itsm-integration-roles__ul_l1y_5zx_hcc} | * dependency_views * workspace_agent * view_changer * cmdb_read * cmdb_query_builder_read {#csm-itsm-integration-roles__ul_i1q_3r2_hhb} |
| 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. {#csm-itsm-integration-roles__ul_d2j_s52_hhb} | 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. {#csm-itsm-integration-roles__ul_tqq_41y_hcc} | * dependency_views * workspace_agent * view_changer * cmdb_read * app_service_user * cmdb_query_builder_read {#csm-itsm-integration-roles__ul_ppb_vq2_hhb} |
| 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. {#csm-itsm-integration-roles__ul_omz_dw2_hhb} | * sn_change_read * template_editor * cmdb_query_builder {#csm-itsm-integration-roles__ul_gll_yq2_hhb} |
| 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__ul_kgc_5w2_hhb} |
[Tabela 1. CSM/ITSM integration roles for agents]

{#csm-itsm-integration-roles__table_xhr_dq2_hhb}

### CSM/ITSM integration roles for external customers {#csm-itsm-integration-roles__section_ck2_fpx_zxb}

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.
{#csm-itsm-integration-roles__ul_o4w_qsx_zxb}
{#csm-itsm-integration-roles__table_x3w_2d1_g3b__entry__2}

| 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. {#csm-itsm-integration-roles__ul_tz3_3d1_g3b} |
| 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. {#csm-itsm-integration-roles__ul_vqf_4ld_qgb} |
| 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. {#csm-itsm-integration-roles__ul_vgb_td1_g3b} |
| Customer \[sn_customerservice.customer\] | Users with this role can: * Create a request. * View the request details. {#csm-itsm-integration-roles__ul_sms_d21_g3b} |
| 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. {#csm-itsm-integration-roles__ul_xmh_jbc_g3b} |
[Tabela 2. CSM/ITSM integration roles for external customers]

{#csm-itsm-integration-roles__table_x3w_2d1_g3b}