Case made by contact 2 should be visible to other contact 1 and other contacts portal

[Mansi Patil2]

Case made by contact 1 should be visible to other contacts on portal 

how to achieve this pls help.

[Omkar Ranjane]

try adding customer admin role for customer contact or partner admin role for partner contact.

[Mansi Patil2]

Usecase is supposed to be implemented by customer role only.

[Omkar Ranjane]

There are restrictions based on roles. You can check query BR on case table.

Also there are roles OOTB installed which can achieve your requirement. There is case manager roles also.

Refer the SNOW docs for more detailed description.

https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-ser...

As I mentioned earlier I got the same requirement which fulfilled by creating relationship and adding extra roles. 

Also you can raise HI Ticket for the same if it is not helpful.

[Omkar Ranjane · Accepted solution]

CSM uses Query rules to filter records defined in "Query Rules [sn_query_rule]" table which are applied in Query BR & ACL.

Create new query as below :

Name : Case - Account is one of my account

Application : Customer Service

Table : Case [sn_customerservice_case]

Roles : sn_customerservice.customer

Filter : Account is (dynamic) My Account

This will resolve your issue. Verify it by different users and accounts.

If my answer helped you in any way, please then mark it as helpful.

[Omkar Ranjane]

@Mansi Patil2  If your question is solved, please close the topic by marking my answer "Accept as Solution". This will help others searching for a similar question and will remove the topic from the unsolved list.