Account Hierarchy

[Max Hanssen1]

Hello Community!

I would like to get some more information / insight about the Account Hierarchy in CSM.  Example scenario:
Account A has 2 children accounts; Account B and Account C.

Contacts in Account B and Account C can only view their respective cases.  On their forms, they can only see the data in tables (when using reference fields) that have their respective accounts associated with it.
That is the expected behaviour as per my understanding and I'm OK with that.

Contacts in Account A can only view cases/data from tables for their account.  I was anticipating that they should also be able to see cases/data from tables for any of their children accounts (ie: Account B and Account C).
Is my above assumption wrong?

I had a look at the following doc and that's how I interpreted it.

I can probably find a way through ACLs and/or Business Rules but was wondering if there's not an "easier" way?


Thanks in advance.
- Max

[Venki Subraman1 · Accepted solution]

HI,

OOB, only contacts with sn_customerservice.customer_admin role can see child accounts and cases and other entities related to a child account. 

The documentation says

"Creating an account hierarchy allows customer administrators to do the following for all of the accounts in the hierarchy:

• View and create cases
• View assets and users
• View and manage contacts"

-Venki

[Max Hanssen1]

Thanks Venki.
I knew I was missing something obvious there!!

[rambo2]

Hi Venki,

Contact with customer admin role, and associated to parent account is not able to see cases of child accounts in my project instance.

And I found this KB article.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0819412

Is some ACL or query business rule affecting OOTB behavior or is this expected behavior?