Customer tasks

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

    The Customer Service Portal enables external users to manage projects, complete tasks, and create cases for project-related issues. Users must have specific CSM external roles, such as customer or partner roles, to access these functionalities.

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    Key Features

    • View Projects: Users associated as project contacts can view project details in a read-only format and access related lists, provided the necessary ACLs are configured by the system administrator.
    • View and Update Project Tasks: Users can view and update assigned project tasks if they are marked visible and they are assigned to the task. They can adjust actual start and end dates and add comments.
    • Complete Project Tasks: Users can mark tasks as complete through the Customer Service Portal.
    • Create Cases: Users can create cases linked to projects or project tasks either from the respective forms or via the Case menu in the portal.
    • View Cases: Customer administrators and case managers can view all cases related to projects and tasks associated with their accounts.
    • View Related Records: Users added as project contacts can access project change requests and issue records linked to a case, subject to ACL configurations.

    Key Outcomes

    By utilizing these features, ServiceNow customers can effectively manage their project-related tasks, ensuring clear communication and tracking of issues directly from the Customer Service Portal. This streamlines project management and enhances collaboration between users and project managers.

    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.