Adding contacts on the Watch List to view and add comments to CSM Cases

[Steve Kelly]

Hello,

I would like to implement the ability for those users on the Watch List of a Case to be able to access the Case on the CSM portal, and add comments, similar to how the contact of the case can do it. 

Is my only option to go the route of this HI KB article (https://hi.service-now.com/kb_view.do?sysparm_article=KB0685767) and modify the script includes and BR etc? I would like to use the existing role of sn_customerservice.customer to achieve this.

Thanks,

Steve

[diegochavez]

Hi Ashika, Did you make any changes to the addQueryBR function in the CSQueryBRUtil, which is referenced in the query BR?  the ACL calls the canESMUserReadCase is used by the ACL which I got working but the query BR calls the addQueryBR, which calls other functions. This is on Madrid release.

thanks,

-Diego

[ABU]

Hi Diego, I haven't made any changes to addQueryBR function in the CSQueryBRUtil script include. Regards, Ashika

[Udom]

Hi Steve, 

In London release there is OOB role Customer case manager [sn_customerservice.customer_case_manager]. Any contact with this role will have access (view, edit) to all Cases for their Account. 

You can assign this role to contacts on the account who need visibility to all Cases for their Account. Refer to for role details on docs.  

Thanks. 
Udom