The Customer Role is for users who submit Service Requests, Incidents and possibly Change Requests to the service desk.
Within the system, based on the system configuration, Customers can:
Create and manage requests via email
Create, view or edit their requests through the Customer Portal
Self-diagnose issues using the Knowledge Base
Access proposed Solutions during the request creation process
Participate in a live chat with Technicians to discuss their issues
Subscribe to RSS feeds for the latest information on their requests
Access the Knowledge Base, Forums and FAQs
Customers have access to their Items' Outages information
View all Services offered by the Service Organization, if enabled for the system
Approve Service and Change Requests. (Based on licenses for Service Manager product.)