Hi All,

ITSM Entities: Giving External View Permission in CSM (ACL Configuration) is available on NowCreate!

Summary:

ITSM entities (Change Request, Problem, Request) are designed to work for internal users. The purpose of this document is to detail the ACL (Access Control List) configuration steps required for CSM customers (consumers/contacts) to view downstream Case entities like Change Request, Problem and Request on a ServiceNow portal.

This paper has been around for some time, but as an internal only document. It’s apparently been useful enough that I've had multiple requests to make it consumable/publicly available for customers. Though it has been edited/approved by the relevant stakeholders/SME's, this type of content can always be improved. Comments welcome!

Thanks, Erik