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 · Accepted solution]

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