Customer tasks

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Customer Tasks

    The Customer Service Portal allows external users to manage projects, complete tasks, and create cases related to project issues. Users must possess specific external roles to engage with the portal's functionalities effectively.

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    Key Features

    • View Projects: Users can view projects linked to their accounts, provided they are designated as project contacts. Access includes read-only details on the Customer Project form and relevant related lists, contingent upon appropriate administrative configurations.
    • View and Update Project Tasks: Customers can view and modify project tasks assigned to them, given they are project contacts and tasks are marked visible. Updates include altering actual start and end dates and adding comments.
    • Complete Project Tasks: Users can mark tasks as complete through the portal after finishing their assigned work.
    • Create Cases: Users can generate cases related to projects and tasks via project forms or the case menu, with auto-populated fields for relevant projects and tasks.
    • View Cases: Customer administrators and designated roles can see all created cases associated with their projects.
    • Access Related Records: Customers can view project change requests and issue records related to cases, assuming they are project contacts and have the necessary permissions.

    Key Outcomes

    By utilizing the Customer Service Portal, users can efficiently manage their project-related tasks, improve communication regarding project issues, and ensure timely updates and case management. This streamlines project oversight and enhances collaboration between customers and project teams.

    From the Customer Service Portal, external users can view projects, complete assigned tasks, and create cases for project issues.

    A user must have one of the following CSM external roles to perform the tasks described in the following table:
    • sn_customerservice.customer
    • sn_customerservice.customer_admin
    • sn_customerservice.partner
    • sn_customerservice.partner_admin
    Table 1. Various customer tasks
    Task Details
    View projects and project details Customers can view the projects created for their accounts if they have been associated with the project as a project contact. Customers have read-only access to project details on the Customer Project form.
    Customers can also view records in the following related lists if the system administrator has configured the corresponding ACLs for each of the tables.
    • Customer Project Tasks
    • Project Change Requests
    • Status Reports
    • Sub Projects
    • Work Orders
    • Project Contacts
    Note:
    The Work Orders related list is displayed if the following plugins are active: Field Service with Project Management (com.snc.wm_ppm) and Customer Service with Field Service Management (com.snc.csm_fsm_integration).
    To view projects:
    1. Click Support in the Customer Service Portal header.
    2. Click Projects and select a project from the Customer Projects list.
    3. View the details in the Customer Project form.
    View and update project tasks
    Customers can view project tasks for the projects that have been created for their accounts if:
    • They have been associated with the project as a project contact.
    • The project tasks have been marked as Visible to customer.
    Customers can view and update project tasks that have been assigned to them by the customer project manager.
    To view and update project tasks:
    1. Click My Lists in the Customer Service Portal header.
    2. Click My Project Tasks and select a task from the Customer Project Tasks list.
    3. View the details in the Customer Project Task form.
    4. Update the Actual start date and Actual end date fields as needed and click Save.
    5. Add a comment in the Activity field and click Post.
    Note:
    Customers can also view tasks directly from Support > Projects > Project Tasks.
    Complete project tasks When a customer completes the work for a project task, they can mark the task as complete.
    1. Click My Lists in the Customer Service Portal header.
    2. Click My Project Tasks and select a task from the Customer Project Tasks list.
    3. Click Mark Complete in the Actions widget.
    Create cases for projects and project tasks Customers can create cases for projects and project tasks if they have been associated with a project as a project contact. Customers can create cases in two ways:
    • From a project or project task form.
    • From the Case menu in the Customer Service Portal header.
    To create a case from a project or project task:
    1. Navigate to a Customer Project form or a Customer Project Task form.
    2. Click Create Case in the Actions widget.
    3. Fill in the fields on the Create Project Case record producer. The Project and Project Task fields are auto populated.
    4. Click Submit.
    To create a case from the Case menu.
    1. Click Case in the Customer Service Portal header and select Create Project Case.
    2. Fill in the fields on the Create Project Case record producer.
    3. Click Submit.

    The Create Project Case record producer includes Project and Project Task fields. These fields are displayed if a customer has access to any of the project tasks. Project and project task selection is limited to the projects for the customer's account.
    View a list of cases created for the projects and project tasks for an account Customer administrators, partner administrators, and customer case managers can see all of the cases that have been created for the projects and project tasks for an account.
    1. Click My Lists in the Customer Service Portal header.
    2. Click All Cases in the My Lists widget.
    View the project change request and project issue records created for a case Customer contacts can view the project change request and project issue records that have been created for a case if:
    • They have been added to a project as a project contact.
    • The system administrator has configured the corresponding ACLs for each of the tables.
    1. Click My Lists in the Customer Service Portal header.
    2. Click All Cases in the My Lists widget.
    3. Select a case from the Cases list.
    4. View the records in the Related Records widget.