Access limitations for external location agents
Explore the limitations that an external location agent faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported with the external location agent persona.
Important: Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see Service Model Foundation renamed Entities.
Supported and unsupported modules
List of modules and submodules under the customer service platform that are supported and unsupported:
|
Modules |
Submodules |
Supported/unsupported |
|---|---|---|
|
Overview |
|
Supported |
|
Knowledge |
|
Supported |
|
Cases |
Create New |
Supported |
|
My Cases | ||
|
Assigned to My Locations | ||
|
Requested by My Locations | ||
|
All | ||
|
Open | ||
|
Unassigned | ||
|
Escalated | ||
|
Escalations |
All |
Supported |
|
Customer |
Partners |
Supported |
|
Accounts | ||
|
Contacts | ||
|
Customer Relationships |
Account Team Members |
Supported |
|
Business Organizations |
Internal Organizations (formerly Internal Business Locations) |
Supported |
|
External Organizations (formerly External Business Locations) | ||
|
External Organization Staff (formerly Service Organization External Staffs) | ||
|
Contracts |
Service Contracts |
Unsupported |
|
Entitlements | ||
|
Products |
Assets |
Supported |
|
Product Models |
UnsupportedNote: All configuration management database (CMDB) tables are unsupported. | |
|
Outsourced Service Providers |
Supported | |
|
Interaction |
All |
Unsupported |
|
Active | ||
|
Assigned to Me | ||
|
Overview | ||
|
Special Handling Notes |
Special Handling Notes |
Supported |
|
Configuration |
|
Unsupported |
|
Knowledge > Articles |
Create New |
Unsupported |
|
Import Articles | ||
|
Open Submissions | ||
|
Unpublished |
Supported | |
|
Published | ||
|
Retired | ||
|
All | ||
|
Knowledge > Feedback Management |
My Flagged |
Supported |
|
My Submitted Tasks | ||
|
My Assigned Tasks | ||
|
My Closed Tasks | ||
|
Knowledge > Homepage |
|
Supported |
|
Knowledge > Notification Settings |
|
Unsupported |
|
Email Client |
Email Drafts |
Unsupported |
|
Workspaces |
CSM Configurable Workspace |
UnsupportedNote: All aspects of the workspace experience remain inaccessible to external location agents. |
- The Launch Interactive Analysis option in the Case list form context menu isn’t functional.
- Related cases can’t be accessed from the related search results on the Case.
However, with an external organization as a fulfiller, the external location agents can:
- Access Service Model Foundation data, such as internal organization, external organization, organization members (formerly service organization members), and responsibilities, on the platform.
- Access customer foundation data, including accounts, contacts, sold products, and install base items on the platform.
- Access the case form on the platform.
- Self-assign and start working on a case.
- View related search results.
- Add comments or work notes.
- View the activity stream, work notes, and case timelines.
- Add resolution notes, propose a solution, and close the case.
- Create and update case tasks.
- View service definitions.
--- title: Access limitations for external location agents description: Explore the limitations that an external location agent faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported with the external location agent persona. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/access-limitations-for-ext-loc-agent.html release: brazil topic_type: reference last_updated: "2026-09-28" reading_time_minutes: 2 breadcrumb: [External Organization as a fulfiller, Cases, Service Model Foundation overview, Configure Service Model Foundation, Data models, Set up your environment, Configure, Customer Service Management] --- # Access limitations for external location agents Explore the limitations that an external location agent faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported with the external location agent persona. **Important:** Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/renamed-entities.md). ## Supported and unsupported modules List of modules and submodules under the customer service platform that are supported and unsupported: <table id="table_fjn_lyd_ybc"><thead><tr><th> Modules </th><th> Submodules </th><th> Supported/unsupported </th></tr></thead><tbody><tr><td> Overview </td><td> </td><td> Supported </td></tr><tr><td> Knowledge </td><td> </td><td> Supported </td></tr><tr><td rowspan="8"> Cases </td><td> Create New </td><td rowspan="8"> Supported </td></tr><tr><td> My Cases </td></tr><tr><td> Assigned to My Locations </td></tr><tr><td> Requested by My Locations </td></tr><tr><td> All </td></tr><tr><td> Open </td></tr><tr><td> Unassigned </td></tr><tr><td> Escalated </td></tr><tr><td> Escalations </td><td> All </td><td> Supported </td></tr><tr><td rowspan="3"> Customer </td><td> Partners </td><td rowspan="3"> Supported </td></tr><tr><td> Accounts </td></tr><tr><td> Contacts </td></tr><tr><td> Customer Relationships </td><td> Account Team Members </td><td> Supported </td></tr><tr><td rowspan="3"> Business Organizations </td><td> Internal Organizations \(formerly Internal Business Locations\) </td><td rowspan="3"> Supported </td></tr><tr><td> External Organizations \(formerly External Business Locations\) </td></tr><tr><td> External Organization Staff \(formerly Service Organization External Staffs\) </td></tr><tr><td rowspan="2"> Contracts </td><td> Service Contracts </td><td rowspan="2"> Unsupported </td></tr><tr><td> Entitlements </td></tr><tr><td rowspan="3"> Products </td><td> Assets </td><td> Supported </td></tr><tr><td> Product Models </td><td> Unsupported**Note:** All configuration management database \(CMDB\) tables are unsupported. </td></tr><tr><td> Outsourced Service Providers </td><td> Supported </td></tr><tr><td rowspan="4"> Interaction </td><td> All </td><td rowspan="4"> Unsupported </td></tr><tr><td> Active </td></tr><tr><td> Assigned to Me </td></tr><tr><td> Overview </td></tr><tr><td> Special Handling Notes </td><td> Special Handling Notes </td><td> Supported </td></tr><tr><td> Configuration </td><td> </td><td> Unsupported </td></tr><tr><td rowspan="7"> **Knowledge** > **Articles** </td><td> Create New </td><td rowspan="3"> Unsupported </td></tr><tr><td> Import Articles </td></tr><tr><td> Open Submissions </td></tr><tr><td> Unpublished </td><td rowspan="4"> Supported </td></tr><tr><td> Published </td></tr><tr><td> Retired </td></tr><tr><td> All </td></tr><tr><td rowspan="4"> **Knowledge** > **Feedback Management** </td><td> My Flagged </td><td rowspan="4"> Supported </td></tr><tr><td> My Submitted Tasks </td></tr><tr><td> My Assigned Tasks </td></tr><tr><td> My Closed Tasks </td></tr><tr><td> **Knowledge** > **Homepage** </td><td> </td><td> Supported </td></tr><tr><td> **Knowledge** > **Notification Settings** </td><td> </td><td> Unsupported </td></tr><tr><td> Email Client </td><td> Email Drafts </td><td> Unsupported </td></tr><tr><td> Workspaces </td><td> CSM Configurable Workspace </td><td> Unsupported**Note:** All aspects of the workspace experience remain inaccessible to external location agents. </td></tr></tbody> </table>Other notable limitations: - The Launch Interactive Analysis option in the Case list form context menu isn’t functional. - Related cases can’t be accessed from the related search results on the Case. However, with an external organization as a fulfiller, the external location agents can: - Access Service Model Foundation data, such as internal organization, external organization, organization members \(formerly service organization members\), and responsibilities, on the platform. - Access customer foundation data, including accounts, contacts, sold products, and install base items on the platform. - Access the case form on the platform. - Self-assign and start working on a case. - View related search results. - Add comments or work notes. - View the activity stream, work notes, and case timelines. - Add resolution notes, propose a solution, and close the case. - Create and update case tasks. - View service definitions.
| title | Access limitations for external location agents |
| description | Explore the limitations that an external location agent faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported with the external location agent persona. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/access-limitations-for-ext-loc-agent.html |
| release | brazil |
| topic_type | reference |
| last_updated | 2026-09-28 |
| reading_time_minutes | 2 |
| breadcrumb | External Organization as a fulfillerCasesService Model Foundation overviewConfigure Service Model FoundationData modelsSet up your environmentConfigureCustomer Service Management |