Role sn_customerservice.customer is getting added whenever the user logs into the instance which he is not supposed to happen.


Description

Role sn_customerservice.customer is getting added whenever the user logs into the instance which he is not supposed to happen. This is happening for the customer once they upgrade to Orlando

Resolution

This is expected behavior and its documented too.

So, after the contact has been assigned a user ID, there is an OOB Business Rule "'Add customer role to contacts' on customer_contact" 


Madrid Documentation - https://docs.servicenow.com/csh?topicname=r_BRIWCustomerService.html&version=latest

Orlando documentation - https://docs.servicenow.com/csh?topicname=r_BRIWCustomerService.html&version=latest

BR : Add customer role to contacts    Contact
Table : [customer_contact]

Adds the customer role (sn_customerservice.customer) to a customer contact after the contact has been assigned a user ID.
If you are using customer contact you need to have this role.


If you are using customer contact , you need to have this role.

You can read more about this role here - https://docs.servicenow.com/csh?topicname=r_RolesInstalledWithCustomerService.html&version=latest