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

Mansi Patil2 · ‎11-30-2022

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

how to achieve this pls help.

Omkar Ranjane · ‎12-11-2022

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 · ‎11-30-2022

You have to create contact relationship between them.

Mansi Patil2 · ‎11-30-2022

Usecase is about if an Account has 2 contacts

i.e. Account is "abc" and its Contacts is "Contact 1, Contact 2"

Now if "Contact 1" creates a case on portal then "Contact 2" should also be able to view that case in portal

(In OOB the other contact is not able to view the case created by one associated with same Account)

Omkar Ranjane · ‎11-30-2022

Yes. OOTB it cannot be visible, to make it visible you have to create relationship.

I also got the same requirement by creating relationship it resolved.

Mansi Patil2 · ‎11-30-2022

I have created a contact relationship between "contact 1" and "contact 2" but still it's not working