Partner Account relationship not working

[Woz1]

Hello,

I am trying to add a partner to a existing account. I couldn't get it to work on the Prod instance to I spun up a PDI and tried it there and still couldn't get it to work even though the demo data seems to be working fine ... I think its fair to say I am missing something. 

I have what I believe I need to make this work:

1) A Account record on customer_account with "customer" selected as true and a contact in the contact field

2) A Parent record on customer_account with "partner" selected as true and a contact in the contact field. I gave the contact

sn_customerservice.partner
sn_customerservice.partner_admin

3) A record on account_relationship with account from as my partner and account to as my account

I recorded a case with my account record in the account field then impersonated my partner user and tried view the case logged against my account but could not see it.

Looking at the demo data and docs I cant see any other records than those three which make this functionality work.

Are there hidden scripts or records created? or a tick box I missed?

Warren 

[Sharath Chandra]

We are working on improving the documentation as well to explain the current behaviour. Your setup is correct.

Current behaviour: Partners, can view all the cases which are logged by them (i.e., where the cases have partner populated) on behalf of Accounts/self (i.e., Account they are related to is populated as well on the case).

1. Partner admin can view all the cases logged by the partner
2. Partner contact can view all the cases logged by the contact himself
3. Partner admin/contact cannot view the historic cases which were logged by Account contacts, where Partner is not populated on the case.

Hope this helps.

Regards,

Sharath

[Santosh Vemula]

Hi @Sharath Chandra Lagisetty ,

Thank you for the information... If our business requirement to show all the cases which are logged by customer accounts even not marked partner account/contact... how can we customize the same. Please suggest to proceed...

Thanks,

Santosh

[Sironi]

Hi Santosh ,

we got same kind of requirement " 

 " show all the cases which are logged by customer accounts even not marked partner account/contact... how can we customize the same. Please suggest to proceed...

 " 

did you get any solution please 

[Sharath Chandra]

Hi Sironi,

What you are seeing is the correct OOTB behaviour. Can you please log a case with Servicenow as well as an Idea to see other customers can vote for it to make it to the product. 

In the case please let us know which release you are on. 

Regards,

Sharath