How to associate Request to Case?

[Hurleybird]

According to the documentation:

https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service...

it's possible to associate Requests to Cases. I have achieved this by creating a request from a case, and it behaves as expected/described:

• The case becomes the parent of the request. The case number is added to the Parent field on the request form.
• The request is associated with the case and is added to the Requests related list.
• A work note for the request association with the case is added to the Work notes field.

In addition, the following documented behaviour also works as described:

Communicating with the requester

The task fulfiller can communicate with the requester if additional information is needed. Use the Additional comments field on the request to communicate with the requester through the case. Information added to the Additional comments on the request are synchronized to the casework notes.

If the case is the parent of the request, notifications to the requester are suppressed when additional comments are added to the request by the fulfilled.

So now my question: how do I associate a Request to a Case such that Additional Comments from the task fulfiller in the Request are passed to the Additional Comments in the Case?

[mgrieve]

Hi Vytesh 

There is a view called case when you are looking at an individual request. This does not seem to be available to sn_customerservice.case_viewer role users is there a way i can let them see this view as its the only view with the Parent field available. 

sorry for Hijacking the thread. 

Michael