Roles required to raise a Case for an account linked via Account to Account Relationship

Thenmozhi
Tera Contributor

‎02-18-2022 12:46 AM

Hi all,

We have Account 1 and Account 2

Created a Account to Account Relationship type and a Relationship record.

Account From: Account 1

Account To: Account 2

Contact with Case Manager/Customer Admin role from Account 1 is not able to raise a case for contact from Account 2.

When the contact is granted with  Partner Admin role, he is able to raise the case. As per the servicenow documentation, Partner roles are required for Partner Account to Customer account Relationship type and not Account to Account relationship type.

We need help/inputs on following grounds.

  • What is the use of Account to Account Relationship type? 
  • Why does it require partner admin role to create a case when accounts are linked via account to account relationship type?
  • Can anyone suggest the exact use case/ usage for Account to Account relationship.

Thanks,

Thenmozhi

 

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SebastianKunzke
Kilo Sage
Kilo Sage

‎03-02-2022 07:52 AM

Hi,

I will try to answer your question based on my knowledge and tests.

What is the use of Account to Account Relationship type? 

The relationship types should help you to customize your relationships between accounts. The from/to attributes just control a default filter for which accounts/partners you can select the relationship.

Why does it require partner admin role to create a case when accounts are linked via account to account relationship type?

The partner admin enables you to create cases based on the account relationship. As a partner admin you are allowed to create cases for all "Child" accounts. (So where your account is in the from field)

Can anyone suggest the exact use case/ usage for Account to Account relationship

The relationship type can be used only with the mindset "Partner" to "Account". So also when it is an account to account relationship, the first account acts as partner based on the system view.

In case you do not want to control partner admin roles, you could use the hierarchy model.

Hope that helps

Kind regards 

Sebastian

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