Roles & Permissions

Deprecation warning

Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated.

Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.

b+s Connects for ServiceNow comes with predefined roles which manage user access.

If need be, it is also possible to combine the below roles and assign more than one to a specific user.

The following tables show detailed information about which user actions are allowed for each role.

CC Administrator

Role: x_busag_cnx.CC Administrator

Action	Create	Read	Update	Delete
Navigation > Application Menu > b+s Connects for ServiceNow		✅
Navigation > Module > System Configuration		✅
Navigation > Module > Contact Centers		✅
Navigation > Module > Service Layouts		✅
Navigation > Module > Agent List		✅
Navigation > Module > Work log		✅
Navigation > Module > Logs		✅
Navigation > Module > My Agent Settings		✅
Navigation > Module > Directory Numbers		✅
Navigation > Module > Tools		✅
Navigation > Module > Agent Producer		✅
System Properties > JS Bundle File		✅	✅
System Properties > Gadget Colors		✅	✅
Table > Agent (via ServiceNow GUI)	✅	✅	✅	✅
Table > Agent (via Gadget REST)	✅	✅	✅	✅
Table > Agent > Own Agent Record (via ServiceNow GUI)	✅	✅	✅	✅
Table > Agent > Own Agent Record (via Gadget REST)	✅	✅	✅	✅
Table > Contact Centers (via ServiceNow GUI)	✅	✅	✅	✅
Table > Contact Centers (via Gadget REST)	✅	✅	✅	✅
Table > Service Layouts (via ServiceNow GUI)	✅	✅	✅	✅
Table > Service Layouts (via Gadget REST)	✅	✅	✅	✅
Table > Work Log (via ServiceNow GUI)	✅	✅	✅	✅
Table > Work Log (via Gadget REST)	✅	✅	✅	✅
Table > Directory Numbers (via ServiceNow GUI)	✅	✅	✅	✅
Table > Directory Numbers (via Gadget GUI)	✅	✅	✅	✅

CC Supervisor

Role: x_busag_cnx.CC Supervisor

Users with this role are granted the ServiceNow roles sn_openframe_user and interaction_agent automatically.

Action	Create	Read	Update	Delete
Navigation > Application Menu > b+s Connects for ServiceNow		✅
Navigation > Module > System Configuration		❌
Navigation > Module > Contact Centers		✅
Navigation > Module > Service Layouts		✅
Navigation > Module > Agent List		✅
Navigation > Module > Work log		✅
Navigation > Module > Logs		✅
Navigation > Module > My Agent Settings		✅
Navigation > Module > Directory Numbers		✅
Navigation > Module > Tools		✅
Navigation > Module > Agent Producer		✅
System Properties > JS Bundle File		✅	❌
System Properties > Gadget Colors		✅	❌
Table > Agent (via ServiceNow GUI)	✅	✅	✅	✅
Table > Agent (via Gadget REST)	✅	✅	✅	✅
Table > Agent > Own Agent Record (via ServiceNow GUI)	✅	✅	✅	✅
Table > Agent > Own Agent Record (via Gadget REST)	✅	✅	✅	✅
Table > Contact Centers (via ServiceNow GUI)	❌	✅	✅	❌
Table > Contact Centers (via Gadget REST)	❌	✅	✅	❌
Table > Service Layouts (via ServiceNow GUI)	❌	✅	✅	❌
Table > Service Layouts (via Gadget REST)	❌	✅	✅	❌
Table > Work Log (via ServiceNow GUI)	✅	✅	✅	✅
Table > Work Log (via Gadget REST)	✅	✅	✅	✅
Table > Directory Numbers (via ServiceNow GUI)	✅	✅	✅	✅
Table > Directory Numbers (via Gadget GUI)	✅	✅	✅	✅

CC Agent Admin

Role: x_busag_cnx.CC Agent Admin

Action	Create	Read	Update	Delete
Navigation > Application Menu > b+s Connects for ServiceNow		✅
Navigation > Module > System Configuration		❌
Navigation > Module > Contact Centers		❌
Navigation > Module > Service Layouts		❌
Navigation > Module > Agent List		✅
Navigation > Module > Work log		❌
Navigation > Module > Logs		✅
Navigation > Module > My Agent Settings		❌
Navigation > Module > Directory Numbers		❌
Navigation > Module > Tools		✅
Navigation > Module > Agent Producer		✅
System Properties > JS Bundle File		❌	❌
System Properties > Gadget Colors		❌	❌
Table > Agent (via ServiceNow GUI)	✅	✅	✅	✅
Table > Agent (via Gadget REST)	✅	✅	✅	✅
Table > Agent > Own Agent Record (via ServiceNow GUI)	❌	❌	❌	❌
Table > Agent > Own Agent Record (via Gadget REST)	❌	❌	❌	❌
Table > Contact Centers (via ServiceNow GUI)	❌	✅	❌	❌
Table > Contact Centers (via Gadget REST)	❌	✅	❌	❌
Table > Service Layouts (via ServiceNow GUI)	❌	✅	❌	❌
Table > Service Layouts (via Gadget REST)	❌	✅	❌	❌
Table > Work Log (via ServiceNow GUI)	❌	❌	❌	❌
Table > Work Log (via Gadget REST)	❌	❌	❌	❌
Table > Directory Numbers (via ServiceNow GUI)	❌	❌	❌	❌
Table > Directory Numbers (via Gadget GUI)	❌	❌	❌	❌

CC Agent

Role: x_busag_cnx.CC Agent

Users with this role are granted the ServiceNow roles sn_openframe_user and interaction_agent automatically.

Action	Create	Read	Update	Delete
Navigation > Application Menu > b+s Connects for ServiceNow		✅
Navigation > Module > System Configuration		❌
Navigation > Module > Contact Centers		❌
Navigation > Module > Service Layouts		❌
Navigation > Module > Agent List		❌
Navigation > Module > Work log		✅
Navigation > Module > Logs		❌
Navigation > Module > My Agent Settings		✅
Navigation > Module > Directory Numbers		❌
Navigation > Module > Tools		❌
Navigation > Module > Agent Producer		❌
System Properties > JS Bundle File		✅	❌
System Properties > Gadget Colors		✅	❌
Table > Agent (via ServiceNow GUI)	❌	❌	❌	❌
Table > Agent (via Gadget REST)	❌	❌	❌	❌
Table > Agent > Own Agent Record (via ServiceNow GUI)	✅	✅	✅	❌
Table > Agent > Own Agent Record (via Gadget REST)	✅	✅	✅	❌
Table > Contact Centers (via ServiceNow GUI)	❌	❌	❌	❌
Table > Contact Centers (via Gadget REST)	❌	✅	❌	❌
Table > Service Layouts (via ServiceNow GUI)	❌	❌	❌	❌
Table > Service Layouts (via Gadget REST)	❌	✅	❌	❌
Table > Work Log (via ServiceNow GUI)	❌	✅	❌	❌
Table > Work Log (via Gadget REST)	✅	✅	✅	❌
Table > Directory Numbers (via ServiceNow GUI)	❌	✅	❌	❌
Table > Directory Numbers (via Gadget GUI)	❌	✅	❌	❌

Cross-scope privileges

In order to work with data from different scopes on the ServiceNow platform, b+s Connects for ServiceNow comes with predefined cross-scope privileges. However, for customizations - mainly for data lookup - it could be necessary to change these privileges or add permissions.

Creating and deleting agents

Elevated permissions are required to handle the assignment of the role x_busag_cnx.CC Agent automatically. This is not needed if the users get the role via other methods (e.g. a user group). Refer to decide how to work with agent permissions for more information.