Need clarity on documentation for account relationship.

Vivek Prakash
Tera Contributor

‎07-10-2024 01:28 PM

Hi Experts,

I am trying to implement a simple account relationship between 2 account and came across this doc - https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

Here it mentions that "An account relationship allows partner account contacts with the partner role or the partner administrator role to create and manage cases for their partner account." So by this logic any contact with partner admin should be able to view, edit and modify cases with partner or partner admin role. But it is not working either from instance or OOB portal.

Any idea why its written this way?

Account relationship config - 

VivekPrakash_0-1720643263789.png

User role config - 

VivekPrakash_1-1720643296753.png

 

Thanks,
Vivek

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Community Alums
Not applicable

‎07-10-2024 04:50 PM

Hi @Vivek Prakash ,

 

It seems user are not getting proper access, can you please check the roles sn_customerservice.partner and sn_customerservice.partner_admin are assigned to the correct users.

Also ensure that the account relationships are correctly set up and specify the relationship type that allows the permissions.

Other configs look fine in the screenshots.

 

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!


Thanks & Regards,

Sanjay Kumar

 

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Vivek Prakash
Tera Contributor
In response to Community Alums

‎07-11-2024 02:40 AM

Hi @Community Alums ,

To view cases from cutsomer account is it required to create a contact relationship as well?

And i checked the account configurations all look fine there.

Thanks,

Vivek

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Community Alums
Not applicable
In response to Vivek Prakash

‎07-11-2024 08:44 AM

Hi @Vivek Prakash ,

I believe customer should be associated with a account as well.

 

If you look at this statement-

An account relationship allows partner account contacts with the partner role or the partner administrator role to create and manage cases for their partner account.

It says manage cases for their partner account -So contacts must be associated with their partner account.

 

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!


Thanks & Regards,

Sanjay Kumar

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