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.

[Gautam Kumar1]

Hi mansigoel,

The behavior you're seeing is by design. The partner_admin role gives the user the capability to raise cases on behalf of customer accounts, but it doesn't grant them scope, that is, which customer accounts they can actually pick on the record producer. The scope comes from a separate construct called a bi-directional account relationship. So, both pieces are required; the role alone isn't enough.

How the setup works

The Bi-directional account relationships topic within our product documentation explains this as a two-step setup:

1. Define the account relationship type — A default Partner to account relationship type ships out of the box, so in most cases you don't need to create a new one. For more information see, Create an account relationship type.
2. Create an Account Relationship record for each partner–customer pair. Open the partner account, go to the Account Relationships related list, click New, and create a record with:
   • Account From: the partner account
   • Relationship Type: Partner to account (or your custom type)
   • Account To: the customer account the partner should be able to support
   For more information, see Create an account relationship record.

Once the relationship record is in place, the partner user will see that customer account on the record producer and be able to raise a case on its behalf.

On the "New but no Edit" point

Account relationships are stored as one record per partner–customer pair, not as a single editable list of "all customers this partner can support." So if your partner needs to act on behalf of, say, ten different customer accounts, you create ten Account Relationship records — one per customer. There isn't a single record you "edit" to add more customers; you create new records, and each new record extends the partner's reach to one more customer. The reverse relationship is created automatically and shows up on the customer account's Account Relationships related list.

Reference topics in the product docs

• Create customer relationships — it gives you an overview of the three relationship types (account hierarchy, bi-directional account relationship, and contact relationship), and what each one enables.
• Create an account relationship record — it provides the procedural topic that walks you through what you were trying to do.

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards

[mansigoel]

Hello Gautam,

Thanks for your answer.

My question for new button was that I am not able to select the existing contacts every time, I have to create a new one and add it :