Internal Account Team Members cannot see a request/case when logged for them by an Agent?

karishma shaik
Tera Contributor

‎02-08-2024 06:53 AM

Hi Team,

 

I have a requirement in customer service portal, When a ticket is logged by an agent and the contact is a internal  user. That contact will be able to see the ticket in the portal and is able to interact and respond the ticket the same as normal, 

 

Customer will still see tickets they have logged themselves.

 

Includes - Requests, Cases, 

 

0 Helpfuls
  • 171 Views
1 REPLY 1

Dr Atul G- LNG
Tera Patron
Tera Patron

‎02-08-2024 09:33 AM

Hi @karishma shaik 

 

What is purpose that a internal contact use portal to interact where he/she can directly see the record. And i think in it it OOTB, if internal contact is caller, can see teh record on portal. Give a try in PDI and share feedback.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls