Hello everyone,
I added a Related Party User to a case according to ServiceNow Product Documentation: Adding related parties to a case - but unfortunately they still can't see the case in the CSM Portal.
The Contact I have added here (Knut Test) has been added as a Related Party User, with Type: Authorized Contact, and Responsibility: Authorized Representative.
Does anyone in the community know how to proceed in order to authorize Knut Test to perform these things which are stated in the documentation?
Result
Once related parties are added to the case with a proper functional role having Authorized Representative responsibility, they can perform the following actions.
- Close a case.
- Receive notifications on case updates.
- Update customer-visible case tasks.
- Add additional comments and attachments.
- Accept or reject a solution.
Issue resolved!
Apparently an additional role needs to be applied to the Contact.
