How create a support case on behalf of a contact of another account

[MStritt]

How do I configure accounts and contacts, so a customer can create a support case on the Support Portal on behalf of a contact on another account? I assume I need to setup a parent/child account relationship? Or Partner account relationship? In addition, add certain role/s to the account contacts?

Use case:

Account A has a Partner relationship with Account B (Customer of Account A).

Account A has Contact A

Account B has Contact B

I login to the Support Portal as Contact A

I want to open up a support case on behalf of Contact B under Account B

How do I setup the Account relationship between Account A and Account B?

How do I setup Contacts between the 2 accounts? Do I need to add role/s to Contact A or Contact B?

[ralf_schnell · Accepted solution]

Hi,

basically you have two options to achieve your goal:

• If Account A truly is a partner (to your own company) then define them as a partner. They will need the sn_customerservice.partner role to create cases for any account that has them listed as their partner.
• If Account A is merely a parent company to Account B then designate them as such on Account B (parent field) and give them the sn_customerservice.customer_case_manager role.

You will find loads of more detailed information here: https://docs.servicenow.com/bundle/madrid-customer-service-management/page/product/customer-service-...

Kind regards

Ralf Schnell, Senior Platform Evangelist

[MStritt]

Thanks Ralf!

[ralf_schnell]

Welcome! Please mark as 'Helpful' or 'Correct' if applicable.