CSM CUstomer Service (Contact access to see all related account tickets)

[Aldo Andrade1]

Hi community,

What I see is that "Contacts" can only see tickets where the Contact field has their name but not able to see all their account tickets,

Is there a way to grant any "Contact" access to see all tickets related to his/her Account?

Thanks!

[Allen Andreas · Accepted solution]

Hi,

Yes, you can give them the role sn_customerservice.customer_admin, for example.

This allows them to see more. Otherwise, you'd have to try and adjust your ACLs and that's not recommended as it changes out of box settings.

Documentation for more information: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-ma...

Alternatively, if you're wanting ALL customers to see ALL cases from their account as standard behavior...then you can edit this query ACL called: Case query for Customer

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Aldo Andrade1]

Hi Allen,

Thanks for the quick response,

I have a doubt, where can I found that query ACL called: Case query for Customers?

Thanks!

[anki_sanki]

Its not the ACL, its the business rule

[JamesAcevedo88]

How can I change this BR to achieve this purpose?