Customer Case Manager can´t see case from other accounts on portal

Peda · ‎01-07-2021

Hi Everyone,

I try to achieve that a customer case manager of account should see case from other account. I have set up a account relation and contact relation with this customer case manager user to the target other account. But when I create a case with a customer user with the target account, the customer case manager with the related account can´t see the ticket in the csm portal overview. He can select the related target account but there are no records.

What did I miss, any suggestion? Thanks for your help

Stephen Sturde · ‎01-07-2021

Hi Peda,

Without granting internal roles to external parties, the only OOTB option for external users to see across accounts is utilizing parent relationships. You could also use one account as the 'parent account' and use the customer admin role.

'sn_customerservice.customer_admin'. The customer admin can see any cases from their own account and any child accounts.

-Stephen

View solution in original post

Stephen Sturde · ‎01-07-2021

Hi Peda,

The account relationships do not provide the required security roles needed to see cases across accounts. The user in question will need a CSM partner manager or admin security role associated with their user account to be able to see cases from another customer account.

-Stephen

Peda · ‎01-07-2021

@Stephen Sturdevant Thanks for reply.

Can you specify which roles you mean. I have tried some but no behavior changes. I still can't see the cases

Stephen Sturde · ‎01-07-2021

Hi Peda,

Ensure that the account with the user that needs to see across companies is set as the partner account on the target company. Then grant the user on the partner account the 'sn_customerservice.partner_admin' role.

-Stephen

Peda · ‎01-07-2021

@Stephen Sturdevant thanks for reply. Are you sure? Partner is in my opinion a other use case in snow csm. Why do snow provide the account to account relation when this not work properly to see cases of the other account?