Can sales team create case for two different account

[Prakash_S]

Hi,

I have a situation where one person represent two account and want to create ticket on behalf of contact belongs to both account. Can we do this?

[Runjay Patel · Accepted solution]

Hi @Prakash_S ,

basically you have two options to achieve your goal:

• If Account A truly is a partner (to your own company) then define them as a partner. They will need the sn_customerservice.partner role to create cases for any account that has them listed as their partner.
• If Account A is merely a parent company to Account B then designate them as such on Account B (parent field) and give them the sn_customerservice.customer_case_manager role.
• You can make amend the catalog item like allowing to select account if user have specific role (you can create custom role).

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Runjay Patel - ServiceNow Solution Architect
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LinkedIn: https://www.linkedin.com/in/runjay

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[Runjay Patel · Accepted solution]

Hi @Prakash_S ,

basically you have two options to achieve your goal:

• If Account A truly is a partner (to your own company) then define them as a partner. They will need the sn_customerservice.partner role to create cases for any account that has them listed as their partner.
• If Account A is merely a parent company to Account B then designate them as such on Account B (parent field) and give them the sn_customerservice.customer_case_manager role.
• You can make amend the catalog item like allowing to select account if user have specific role (you can create custom role).

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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[Prakash_S]

Thanks @Runjay Patel for the reply.

Cant we map same contact to both account?

[Runjay Patel · Accepted solution]

Hi @Prakash_S ,

No, That you can not do. 1:1 mapping is applicable.

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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[Prakash_S]

Thanks for your quick help.