Partner Admin role functionality in CSM Servicenow

[mansigoel]

Hello,

We have a user and I want to give him the partner role and want that he can raise the ticket (from the record producer) on anyone's behalf and can choose any account. 

But when I tried to give me the partnerAdmin role I saw that he still can't do that. Also I tried to create the partner relationship but again , there is this option for new but not edit so that I can add him here as well. Does anyone has clarity on this? 

[Tanushree Maiti]

Hi @mansigoel 

To allow a partner user to raise cases on behalf of any customer account and choose any account via a record producer in CSM, you need to configure both the Partner Relationship and Account Relationships, rather than just assigning the sn_customerservice.partner_admin role.

The partner_admin role allows them to manage their own company, but they need to be officially linked as a partner to other customers to see them

refer this :

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

Step-by-Step Guide to Setting Up Partner Accounts and Assigning Customer Cases to Partner 

KB0639072 Customer Service Management Roles and FAQs 

[mansigoel]

Hello Tanushree,

I even created the account relationship as well.

But since I can't add any existing contact in contacts and have to make a new one everytime, I am confused how to proceed.

Use case is to add the existing contact in contacts in partner account so that he can be able to raise the cases.