Dividing case access for the same account, but with different sold products

[Vikram Kee Dam2]

We have an issue we're struggling with in CSM and accounts.

The case is that some contacts on an account should only be able to cases that are related to a specific sold product or similar config. We are a large company where 1 client can have several consultants on different projects, and servicedesks that support different type of product and services to that same client.

However, after trying different variations, such as having the contacts only on product and sold product related parties.

Can we set it up to achieve that contacts can't see what a wholy different group as reported as cases?

[pavani_paluri]

Hi @Vikram Kee Dam2 ,

Have you tried restricting via Read ACL with scripted condition and also query business rule.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[oth]

Hi @Vikram Kee Dam2  

Yes — this is possible in CSM using the Restrict Contact Access feature together with Sold Product Related Parties. Here’s how you can set it up:

1. Enable Restrict Contact Access for the Account

   • Go to All > Customer Service > Administration > Manage Account Access.

   • Click New, select the account, and set Restrict Contact Access to true.

2. Add the Contact to the Relevant Sold Product

   • Open the Sold Product record.

   • In the Sold Product Related Parties related list, click New and fill in:

     • Type: Authorized Contact

     • Account: (select the account)

     • Contact: (select the contact)

     • Responsibility: Authorized Representative

3. Assign the Required Role

   • Ensure the contact has the role:

     • sn_install_base.sold_product_authorized_contact

Once this is configured:

• The contact will only see Sold Products where they are added as a related party.

• They will only be able to create and view cases for those Sold Products — not for other products or services on the same account.

References:

• Restrict Contact Access

• Add Additional Contacts for a Sold Product

I hope this helps 🙂

[Vikram Kee Dam2]

Thanks both for your replies 🙂 

We will try both options and report back on which will be (hopefully) accepted as the solution.