Give access to case to authorized representative (account)

OlegA
Tera Contributor

‎03-17-2025 09:00 AM - edited ‎03-17-2025 09:01 AM

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

Olga_0-1742226744026.png

 

2. Added Account B as related party to the case

Olga_1-1742226954783.png

3. Added roles to test contact of Account B

Olga_2-1742227062018.png

 

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

Olga_3-1742227126215.png

 

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

 

 

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Kieran Anson
Kilo Patron
In response to OlegA

‎03-18-2025 02:14 PM

You wouldn't change the ACL, you'd introduce a new "Query Rule" which is how CSM access is governed.

 

The OOB "Case - My cases from Related Party" Query rule is what provides access. This calls a script include. Unfortunately the logic becomes very nested and recursive and not easy to articulate 

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