Customer tasks

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Customer tasks

    ServiceNow’s Customer Service Portal enables external users to interact with projects associated with their accounts. Users with specific CSM external roles can view project details, update and complete assigned tasks, create cases related to projects, and monitor project-related issues. These capabilities enhance customer collaboration and transparency in project management.

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    Key Features

    • View Projects and Details: Customers linked as project contacts have read-only access to project details and related lists such as tasks, change requests, status reports, sub-projects, work orders, and contacts, subject to ACL configurations and plugin activations.
    • View and Update Project Tasks: Customers can see project tasks marked as visible to customers and update assigned tasks by modifying actual start/end dates and adding comments via the Customer Service Portal.
    • Complete Project Tasks: Customers can mark their assigned tasks as complete to reflect task progress directly in the portal.
    • Create Cases for Projects and Tasks: Customers can create project-related cases either from project/task forms or the Case menu, with project and task fields prepopulated based on their access and account association.
    • View Cases for Projects and Tasks: Customer administrators, partner administrators, and case managers can access all cases linked to their account’s projects and tasks through the portal.
    • View Project Change Requests and Issues: Project contacts can view change request and issue records associated with cases, provided appropriate ACLs are configured.

    Practical Application for ServiceNow Customers

    By assigning appropriate external roles and configuring ACLs, ServiceNow customers can empower their external users to actively participate in project tracking and issue management. This fosters better communication and timely updates on project progress. Enabling plugins such as Field Service with Project Management and Customer Service with Field Service Management extends visibility to work orders within projects.

    Users can efficiently manage tasks and cases through intuitive navigation in the Customer Service Portal, enhancing collaboration while maintaining controlled access to sensitive project information.

    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've 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 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.