How to provide case visibility for a contact on one account to cases on another account?

[swashbroook]

Hi,

I have a request to allow "Customer Account Managers" to see all cases for their customers. These "Customer Account Managers" will not do any work on cases they just want to see what problems their customers are having and how they are using our products before contacting them.

They are currently all registered in ServiceNow as a Contact on one particular customer account which allows them to open pre-sales questions to our support teams via the CSM portal. Now I want to allow them to see the cases for "their" customers, this implies some kind of relationship between the Contact and the customer account and some kind of role. 

I have looked at the partner relationships and the partner roles but the "partner_admin" role gives them the power to manage contacts which we don't want and the "partner" role only allows them to see cases that they have opened on behalf of the customer (something they won't be doing). 

I have looked at "Contributor users" but can't get it to display all cases for a particular customer. The "sn_customerservice.case_viewer" role grants access to all cases, not just the accounts the contact is the manager for.

Does anyone have any suggestions on how to provide this kind of functionality though the CSM portal?

Thanks,

Simon

[Kieran Anson]

Hi Simon,

The role needed here is sn_customerservice.relationship_contributor which is part of the Business Stakeholder license (so check with your ServiceNow rep on licensing requirements).

You'll need to activate the CSM Contributor User plugin / Customer Service Base Extensions

The plugin activities the require role and query rule "Case - Account or consumer are managed by me" 

[swashbroook]

Hi Kieran,

Thanks for the prompt reply. It seems that the "sn_customerservice.relationship_contributor" does what I want. So I powered up a Dev instance and installed the CSM module and the approriate plugins. I then created 2 accounts with contacts on each account and cases to be viewed.

However from the documentation "Contributor users" it says for the "sn_customerservice.relationship_contributor"

• View all cases created for customers with whom they have a relationship.

What kind of relationship should be created from Account "Sales" to account "Customer" and what kind of Contact relationship should be created to the contact on the Account "Sales"?

Thanks again,

Simon

[Kieran Anson · Accepted solution]

Hey Simon,

So the OOB query rule uses the dynamic filter "Managed By Me" (you can see the filter under the Dynamic Filter Options table). This uses the AccountQueryRuleUtil script include and the getAccountsFromTeamMember.

The relationships live on the sn_customerservice_team_member, and for the OOB query, it looks for accounts where the responsibility is "Account Manager".

Reading what you put in your original ask, are these account managers of type "customer_contact" and not "sys_user". The account manager responsibility is set to only allow sys_user's OOB.

What we can do however is:

1. Create another dynamic filter 
2. Create a new responsibility type to allow for customer_contact users
3. Create a Script Include function
4. Amend the OOB query rule.

I'm happy to help with how the above should look, let me know if its needed.

[swashbroook]

Hi Kieran,

Thanks for those pointers I have better understanding on how this now works. There is already another dynamic filter called "My Contact Relationships" so I added that to the OOB query rule as an "OR condition" and the contact can now see the cases on the accounts they have a realtionship with. I will probably need to create specific responsibility types and refine the query rule to make it more specific so that not just any contact relationship grants this access. But I have now have all the elements to implment this request. Thank you very much for your help,

Simon