Assigning CSM/ITSM integration roles
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.
- Assign roles to agents using the ServiceNow AI Platform user administration feature. For more information, see Assign a role to a user.
CSM/ITSM integration roles
Several types of roles are available with CSM integration with ITSM.
CSM/ITSM integration roles for agents
These roles enable customer service agents to view and create incident, problem, change, and request records for customer service cases.
|
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.
|
|
|
sn_incident_write |
Customer service agents with this role can:- Create an incident record for a customer services case.
|
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.
|
|
|
sn_problem_write |
Customer service agents with this role can:- Create a problem record for a customer services case.
|
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.
|
|
|
sn_change_write |
Customer service agents with this role can:- Create a change record for a customer services case.
|
|
|
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. |
|
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.
|
Role |
Actions |
|---|---|
|
Customer administrator[sn_customerservice.customer_admin] |
Users with this role can:- Browse the service catalog and catalog items and make a selection.
|
|
Partner[sn_customerservice.partner] |
Users with this role can:- Browse the service catalog and catalog items and make a selection.
|
|
Customer case manager[sn_customerservice.customer_case_manager] |
Users with this role can:- Browse the service catalog and catalog items and make a selection.
|
|
Customer[sn_customerservice.customer] |
Users with this role can:- Create a request.
|
|
Proxy contact[sn_csm_proxy_cont] |
Users with this role can:- Browse the service catalog and catalog items and make a selection.
|
--- title: Assigning CSM/ITSM integration roles description: To enable the Service Management integration features, assign the CSM/ITSM integration roles that are included with the Incident Management application.Several types of roles are available with CSM integration with ITSM. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/assign-csm-itsm-integration-roles.html release: australia topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [Setting up CSM integration with IT Service Management, Integrate with IT Service Management, Integrate, Customer Service Management] --- # Assigning CSM/ITSM integration roles 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-csm-sm-integration.md). - Assign roles to agents using the ServiceNow AI Platform user administration feature. For more information, see [Assign a role to a user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_AssignARoleToAUser.md). ## CSM/ITSM integration roles Several types of roles are available with CSM integration with ITSM. ### CSM/ITSM integration roles for agents These roles enable customer service agents to view and create incident, problem, change, and request records for customer service cases. <table id="table_xhr_dq2_hhb"><thead><tr><th> Role title \[name\] </th><th> Description </th><th> Contains roles </th></tr></thead><tbody><tr><td> sn\_incident\_read </td><td> 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. </td><td> - dependency\_views - workspace\_agent - view\_changer - sn\_comm\_management.comm\_plan\_viewer - cmdb\_read - cmdb\_query\_builder\_read </td></tr><tr><td> sn\_incident\_write </td><td> 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. </td><td> sn\_incident\_read </td></tr><tr><td> sn\_problem\_read </td><td> 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. </td><td> - dependency\_views - workspace\_agent - view\_changer - cmdb\_read - cmdb\_query\_builder\_read </td></tr><tr><td> sn\_problem\_write </td><td> 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. </td><td> sn\_problem\_read </td></tr><tr><td> sn\_change\_read </td><td> 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. </td><td> - dependency\_views - workspace\_agent - view\_changer - cmdb\_read - app\_service\_user - cmdb\_query\_builder\_read </td></tr><tr><td> sn\_change\_write </td><td> 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. </td><td> - sn\_change\_read - template\_editor - cmdb\_query\_builder </td></tr><tr><td> sn\_request\_read </td><td> Customer service agents with this role can view information about request records associated with a customer service case in the **Requests** related list. </td><td> None </td></tr><tr><td> sn\_request\_write </td><td> Customer service agents with this role can create request records for customer service cases. </td><td> - sn\_request\_read - task\_editor - dependency\_views - workspace\_agent - view\_changer - cmdb\_read - cmdb\_query\_builder\_read </td></tr></tbody> </table>### CSM/ITSM integration roles for external customers 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. <table id="table_x3w_2d1_g3b"><thead><tr><th> Role </th><th> Actions </th></tr></thead><tbody><tr><td> Customer administrator\[sn\_customerservice.customer\_admin\] </td><td> 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. </td></tr><tr><td> Partner\[sn\_customerservice.partner\] </td><td> 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. </td></tr><tr><td> Customer case manager\[sn\_customerservice.customer\_case\_manager\] </td><td> 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. </td></tr><tr><td> Customer\[sn\_customerservice.customer\] </td><td> Users with this role can:- Create a request. - View the request details. </td></tr><tr><td> Proxy contact\[sn\_csm\_proxy\_cont\] </td><td> 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. </td></tr></tbody> </table>
| title | Assigning CSM/ITSM integration roles |
| description | To enable the Service Management integration features, assign the CSM/ITSM integration roles that are included with the Incident Management application.Several types of roles are available with CSM integration with ITSM. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/assign-csm-itsm-integration-roles.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Setting up CSM integration with IT Service ManagementIntegrate with IT Service ManagementIntegrateCustomer Service Management |