How to create a relationship between two contact fields on 'sn_customerservice_case' table?

Obito
Tera Expert

‎12-08-2022 04:44 AM - edited ‎12-08-2022 04:46 AM

Hi All,

I have created a custom contactt field on the 'sn_customerservice_case' table and I want to create a relationship between two fields (contact & contactt) on that table so that when I log in from both contact accounts then that case should be visible to both contact! Please refer the images uploaded.

In first pic I have logged in as U ONE but case CS0001002  (pic 2) is not showing.

csm08121.pngcsm08122.png

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Laszlo Balla
ServiceNow Employee
ServiceNow Employee

‎12-08-2022 04:55 AM

Hi,

 

There are a bunch of Before Query business rules on this table that control access to cases. They mostly rely on the global.CSQueryBRUtil Script Include, so you might want to check these out first.

 

Otherwise, I am not sure what the purpose of he second contact field is, but wouldn't the existing concept of "Proxy contacts" be something that you could utilize to fulfil your requirements? This is already supported by the built-in security controls, such as the above mentioned BRs, as well as ACLs, etc.