Contributor users

---
title: Contributor users
description: With contributor user roles, you can engage both internal and external users to report customer issues and requests.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-service-contributor-users.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 11
breadcrumb: [Configure contributor users, User management, Set up your environment, Configure, Customer Service Management]
---

# Contributor users

With contributor user roles, you can engage both internal and external users to report customer issues and requests.

The contributor users feature provides unified customer support for internal and external customers. With this feature, you can serve internal and external customers through shared service teams and service organizations:

-   Enable service organizations to serve one another and external customers.
-   Enable employees to request support for themselves and for external customers.
-   Enable users to access customer- visible case tasks that are required to resolve cases.

## Overview of contributor user roles

The contributor users feature includes several roles that you can assign to users to control access to cases, case tasks, and case-related information. These roles can be assigned to users based on different business needs. In some cases, these roles also provide access to the parent cases and associated customer information.

The contributor users feature also includes viewer roles that enable employees to view cases, cases tasks, or core customer data. These roles include:

-   Case Viewer
-   Case Task Viewer
-   Customer Data Viewer

<table id="table_odd_ppj_snb"><thead><tr><th>

Requester type

</th><th>

Description

</th><th>

Capabilities

</th></tr></thead><tbody><tr><td>

Requester for any customer

</td><td>

A requester who can create cases on behalf of any customer.

 This user:

-   Works with accounts and contacts or consumers.
-   Uses the Customer or Consumer Service Portal to assist customers.

 Roles:

-   Account contributor \(sn\_customerservice.account\_contributor\)
-   Consumer contributor \(sn\_customerservice.consumer\_contributor\)

</td><td>

This user can:

-   Search knowledge articles and catalog items.
-   Create cases for customers who visit a business organization, including cases for catalog items \(requests\).
-   Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging.

 If also an internal user on a case, this user can:

-   Add additional comments and attachments
-   Accept or reject a solution
-   Close a case
-   Receive notifications of case updates
-   Read work notes

</td></tr><tr><td>

Requester for customers linked to an organization

</td><td>

A requester who can create cases on behalf of customers associated with an organization using a criteria.

This user:

-   Works with accounts, consumers and households.
-   Uses the Customer or Consumer Service Portal to assist customers.

Roles:-   Business Organization Consumer Contributor \(sn\_bus\_loc.business\_org\_consumer\_contributor\)
-   Business Organization Account Contributor \(sn\_bus\_loc.business\_org\_account\_contributor\)

</td><td>

This user can:

-   Search knowledge articles and catalog items.
-   Create cases for customers at your business organization who visit your business organization, including cases for catalog items \(requests\).
-   Create cases for customers at your business organization from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging.

 If also an internal user on a case, this user can:

-   Add additional comments and attachments
-   Accept or reject a solution
-   Close a case
-   Receive notifications of case updates
-   Read work notes

</td></tr><tr><td>

Requester for my customers

</td><td>

A requester who can create cases on behalf of customers with whom they have an established relationship.

 This user:

-   Works with accounts and contacts or consumers.
-   Uses the Customer or Consumer Service Portal to assist customers.
-   Manages customer relationships and assists with customer cases.

 Role: Relationship contributor \(sn\_customerservice.relationship\_contributor\)​

</td><td>

This user can:

-   Search knowledge articles and catalog items.
-   Create cases on behalf of customers with whom they have a relationship.
-   Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging.
-   View and follow up on all cases created for customers with whom they have a relationship.
-   Update customer data such as adding contacts and addresses.
-   Update cases:
    -   Add additional comments and attachments
    -   Accept or reject a solution
    -   Close a case
    -   Receive notifications of case updates
    -   Read work notes

</td></tr><tr><td>

Requester for service organization

</td><td>

A requester who can create cases on behalf of their business organization.

 This user:

-   Works with accounts and contacts, consumers, and households.
-   Uses the Customer or Consumer Service Portal to assist customers.

 Role: Service organization contributor \(sn\_customerservice.service\_organization\_contributor\)

</td><td>

This user can:

-   Search knowledge articles and catalog items.
-   Create cases on behalf of their business organization, including cases for catalog items \(requests\), and follow up on those cases.
-   Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging.
-   View and follow up on other cases created for the user's business organization.

 If also an internal user on a case, this user can:

-   Add additional comments and attachments
-   Accept or reject a solution
-   Close a case
-   Receive notifications of case updates
-   Read work notes

</td></tr><tr><td>

Requester for self

</td><td>

A requester who can create cases for themselves.

 This requester accesses cases through a unified employee portal, if provided by their organization.

 Role: Self-contributor \(sn\_customerservice.self\_contributor​\)

</td><td>

This user can:

-   Search knowledge articles and catalog items.
-   Create cases on behalf of themselves, including cases for catalog items \(requests\).
-   Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging.
-   View and follow up on the cases that they’ve created from themselves:
    -   Add additional comments and attachments
    -   Accept or reject a solution
    -   Close a case
    -   Receive notifications of case updates
    -   Read work notes

</td></tr><tr><td>

Requester for self related to a business organization

</td><td>

A requester who can create and track cases for themselves while associating them with their business organization. This requester can also link any sold products or install base items assigned to them at a business organization to the case.

 Business Organization Self Contributor

 \[sn\_bus\_loc.business\_org\_self\_contributor\]

</td><td>

This user can:

-   Search knowledge articles and catalog items.
-   Create and track service cases for their assigned sold products and install base items at a business organization, without any involvement.
-   Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging.
-   View and follow up on the cases that they’ve created from themselves:
    -   Add additional comments and attachments
    -   Accept or reject a solution
    -   Close a case
    -   Receive notifications of case updates
    -   Read work notes

</td></tr></tbody>
</table>The contributor roles in the preceding table also have the capability to access customer-visible case tasks. For more details on these capabilities, see [https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-cases-case-tasks-overview.md](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-cases-case-tasks-overview.md).

The contributor user roles are available with different CSM plugins. For a more detailed description of these user roles, see [Contributor user roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-contributor-user-roles.md).

## Fields added to the Case form

The contributor users feature adds two fields to the Case form that are used to identify the customer for a case. These fields are used in addition to the **Account** and **Consumer** fields.

<table id="table_lzh_skg_h4b"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Requester Organization

</td><td>

This field displays the name of a service organization. If this field is filled in, and the **Account** and **Consumer** fields are empty, the customer for the case is a service organization. This field is included with the Service Organization plugin \(com.snc.service\_organization\).

</td></tr><tr><td>

Requested By

</td><td>

This field displays the name of the requester. If this field is filled in and the **Account**, **Consumer**, and **Requester Organization** fields are empty, the customer for the case is an employee. This field is included with the Case Management Core plugin \(com.sn\_customerservice\).

</td></tr></tbody>
</table>The Customer Service plugin adds two fields to the Notes section of the Case form for contributor users.

<table id="table_apk_mmj_3nb"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Contributor Users

</td><td>

When a user with the case task agent role is assigned to a case task, the user is added to the **Contributor Users** field. If a user is removed from the **Assigned to** field on the Case Task form, and they aren’t assigned to any other tasks for the case, they’re also removed from the **Contributor Users** field.

</td></tr><tr><td>

Contributor Groups

</td><td>

When a user with the case task agent role is assigned to a case task, the user's assignment group is added to the **Contributor Groups** field.If a user is removed from the **Assigned to** field on the Case Task form, and no other members of their assignment group are assigned to any other tasks for the case, the assignment group is removed from the **Contributor Groups** field.

 If a group is removed from the **Assignment group** field on the Case Task form, and the group isn’t assigned to any other tasks for the case, the assignment group is removed from the **Contributor Groups** field.

</td></tr></tbody>
</table>## Create Case for Customer record producer

The contributor users feature adds a record producer that contributor users can access from the Customer and Consumer Service Portals and use to create cases. When creating a case, this record producer presents different options for the customer in the **Who are you creating this case for?** field, depending on the roles assigned to the logged-in user.

When the contributor user selects an option, additional fields related to that customer type are displayed.

<table id="table_ktz_sng_h4b"><thead><tr><th>

Customer option

</th><th>

Additional fields

</th></tr></thead><tbody><tr><td>

Account

</td><td>

-   **Reported by**: the logged-in user with the account contributor role.
-   **Account**: the name of the account.
-   **Contact**: the contact for the account.

</td></tr><tr><td>

Consumer

</td><td>

-   **Reported by**: the logged-in user with the consumer contributor role.
-   **Consumer**: the name of the consumer.
-   **Household**: The household that the consumer belongs to.

</td></tr><tr><td>

Business Organization

</td><td>

-   **Reported by**: the logged-in user with the service organization contributor role.
-   **Requesting Business Location**: the name of the service organization requesting assistance.
-   **Requesting support from Business Location**: The name of the service organization from which the **Requesting Business Location** is asking assistance.

</td></tr><tr><td>

Myself

</td><td>

**Reported By**: the logged-in user with the self-contributor role.

</td></tr></tbody>
</table>Additional fields on the record producer that are common to all customer options include **Priority**, **Channel**, **Subject**, and **Description**.

## Viewing record lists on the Customer and Consumer Service Portals

The My Lists widget on the Customer and Consumer Service Portals includes different filters for viewing records.

Depending on the roles assigned to the logged-in user, this widget displays the following filters.

<table id="table_hxt_4yg_h4b"><thead><tr><th>

Contributor user

</th><th>

My Lists filters

</th></tr></thead><tbody><tr><td>

Account contributor

</td><td>

**Cases for Accounts**

</td></tr><tr><td>

Consumer contributor

</td><td>

**Cases for Consumers**

</td></tr><tr><td>

Service organization contributor

</td><td>

-   **My Cases for Business Locations**: cases created by the contributor user on behalf of their business organizations.
-   **All Cases for Business Locations**: All cases created on behalf of the contributor's business organizations, independent of who created the case.

</td></tr><tr><td>

Self-contributor

</td><td>

**Cases for myself**

</td></tr><tr><td>

Relationship contributor

</td><td>

Displays filters depending on the relationships established for this user. -   **My Cases for Accounts**: Cases created by the contributor user on behalf of accounts where the user is an Account Manager.
-   **All Cases for Accounts**: All cases created on behalf of accounts where the user is an Account Manager, independent of who created the case.
-   **My Cases for Consumers**: Cases created by the contributor user on behalf of consumers or households where the user is a Relationship Manager.
-   **All Cases for Consumers**: All cases created on behalf of consumers or households where the user is a Relationship Manager, independent of who created the case.

 For more information, see [Service Model Foundation relationships](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-data-model-relationships.md).

</td></tr></tbody>
</table>## Access to case tasks

Users with the case task agent role can view and access case tasks in lists, on dashboards, and on landing pages in the CRM workspace.

Use widgets to display case tasks on dashboards and landing pages in the CRM workspace.

<table id="table_rdw_j4j_3nb"><thead><tr><th>

Widget

</th><th>

Task information displayed

</th></tr></thead><tbody><tr><td>

My Case Tasks

</td><td>

This widget includes the following information for each case task:-   Task number
-   Status
-   Subject
-   Priority
-   Case number
-   Case short description

</td></tr><tr><td>

My Group's Case Tasks

</td><td>

This widget includes the following information for each case task:-   Task number
-   Status
-   Subject
-   Priority
-   Assigned to
-   Case number
-   Case short description

</td></tr></tbody>
</table>**Note:** If a playbook is available, the system opens the case task within in the playbook. If no playbook is available, the system opens the Case Task form.

Depending on assigned roles, contributor users can see different modules in CSM Agent Workspace and CRM Workspace.

<table id="table_qxh_f5h_3nb"><thead><tr><th>

Role

</th><th>

Modules

</th></tr></thead><tbody><tr><td>

Case task agent\[sn\_customerservice.case\_task\_agent\]

</td><td>

Users with the case task agent role have access to these modules:-   **Case Task**: Includes the case tasks that the user has access to.
    -   My Case Tasks
    -   My Open
    -   Unassigned for my groups
    -   My Accessible Tasks
-   **Customers**: Includes read-only access to customer information.
    -   Accounts
    -   Partners
    -   Contacts
    -   Consumers
    -   Households
    -   Household members

**Note:** The case task agent role is a fulfiller role.

</td></tr><tr><td>

Case task viewer\[sn\_customerservice.case\_task\_viewer\]

</td><td>

Users with the case task viewer role have access to All tasks in the **Case Task** module.

</td></tr><tr><td>

Case contributor viewer\[sn\_customerservice.case\_contributor\_viewer\]

</td><td>

Users with the case contributor viewer role have access to My Contributing Tasks in the **Case Task** module.

</td></tr><tr><td>

Case viewer\[sn\_customerservice.case\_viewer\]

</td><td>

Users with the case viewer role can see the cases that they have access to in the **Cases** module.

</td></tr></tbody>
</table>## Case task agent access to customer information

Users with the case task agent role have read-only access to some of the customer information for the parent case.

-   For B2B cases: Account and contact records, including addresses, sold products, and install base.
-   For B2C cases: Consumer and household records, including addresses, sold products, install base, and head of household.
-   For business organization cases: Service organization records, including internal contact information.

**Related topics**  


[Contributor user roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-contributor-user-roles.md)

[Configure contributor users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/config-contributor-user.md)

[Business Stakeholder for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/business-stakeholder-for-csm.md)