Allow customer to see all the cases on their account

[jonasarnout]

Hi

I'm totally new to SN, there is no knowledge in our company about the tool and I'm the admin for it, but was not involved in the implementation...

We are using SN as a ticketing system for our customers  (Accounts).

Some of our customers have multiple users creating tickets (cases).

Currently everyone can see the tickets they created.

We would like to enable our customers with multiple contacts to see each other's tickets.

Can anyone point me in the correct direction to set this up?

[Amarjeet Pal]

Hello @jonasarnout ,

CSM query rules can help you to achieve the solution to your requirements.

Please refer to the CSM query rules :
https://www.servicenow.com/docs/bundle/vancouver-customer-service-management/page/product/customer-s...

Thanks 

Amarjeet Pal

[jonasarnout]

Thank you for your reply. I have read the article you mentioned but I still have issues to implement it.

Our customers have a portal / page where they use to create and view their cases.

How can I edit this page?

How can I edit the query that fills the table of cases shown on this page?

Or how do i create a new query and use the new query to populate the table?

Is there a way to experiment with all this in some kind of development environment, so that our customers only notice the change when everything is set up correctly?

I found Customer Service > Administration > Query rules in the backend,

it seems relevant, but i'm still unsure what to do there

Kind Regards

Jonas