Give access to case to authorized representative (account)

[OlegA]

Hi,

I have the following scenario:

Customer contact (Account A) submits a case to us. In their case, they mention another Customer (Account B) that should also be involved in this case.

We would like to give access to this case to every contact of Account B, both existing ones and future ones.

Reading the documentation, registering Account B as a related party would solve this challenge, but I can't get it to work.

1. I created "Responsibility Access Configuration" for Authorized Account

2. Added Account B as related party to the case

3. Added roles to test contact of Account B

After all this my test contact is still not able to access the case

I'm not sure what I am missing? Any help would be appreciated.

[Kieran Anson]

Hi,

This isn't OOB functionality unless you have a CSM Industry plugin installed? You should only be able to create a sn_customerservice_related_party record based on sn_customerservice_related_party_configuration "applies to". OOB for a case you're restricted to the following:

• Authorized Consumer
  Authorized Contact
  Authorized Contributor
  Listed Consumer
  Listed Contact

[OlegA]

That's what I was afraid of. It worked when I added contact as Authorized representative, but this is crucial that it works for all contacts within Account B, not only those explicitly added as related parties.

We don't have the Industry plugin installed, and I don't really think the data model applies to our use case...

I'm really hoping to find some standard functionality that can be used here, without modifying the ACLs.

[Kieran Anson]

The supported method would be to write your own query rule, and extend the OOB scripts. However that would require some time investment to validate it's working correctly, and not introduce unpredicted access to others

[OlegA]

Thank you for your replies, Kieran. Do you by any chance know what script include should be extended? I think I found ACL that gives access to related parties, but I'm not able to figure out what scripts it uses

Also, under Responsibility Definition, I see it is possible to select "Account" as a type. Do you know in what scenarios it can be used?