Parent Account vs Parent Company Field

[valkyrichek]

When we are creating a new Account in CSM, we can assign the field Parent Account, to build the hierarchy in CSM. However, there is also another field "parent", which is inherited from "core_company", which remains empty in this case. The customer is asking that this field is also completed with the same value as the Parent Account. I'm wondering why this is not done out of the box.. maybe this can have any implications on the CSM functionality? Has anyone done this before?

[Ankur Bawiskar]

Hi,

please check below links for help

Parent field Functionality in Case form

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

Regards
Ankur

[valkyrichek]

I'm talking about parent account and parent company, not parent case...

[Andrew Bettcher]

Hi Valentina - Did you ever find an answer to this?

I need to give a user access to another companies records via the Service Portal. I have created a parent/child relationship between his company (the parent) and the other company (the child) but nothing appears to have changed in terms of access.

Note: we are using ITSM (not CSM). 

[valkyrichek]

Hello Andrew. In ITSM there are no standard rules for visibility of parent/child companies. You would need to create your own ACLs to set up this visibility for the end-users. 

For CSM we ended up populating the parent company information to be the same as parent account. It doesn't harm, but it doesn't bring any new functionality.