Restrict access to a contact on CSM portal for a specific account

[Community Alums]

Hi All,

I’ve been attempting to restrict access to a contact on the CSM portal for a specific account, but I haven’t found a solution yet. I tried to remove the contact from the specific account, but it didn’t allow me to do so because there are tasks associated with that contact. I also tried using the “Restrict Contact Access” feature in Manage Account Access (you can find more details here https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-se... ).

However, the above method is not working either. Is there any other way to achieve this?

Thanks in advance for your help

[Mark Manders]

Not really sure what the reason is, but if you are wanting a contact to limit access in a way like removing them from an account (so actually locking them out of the system), why wouldn't you just close the tasks? The notifications won't be going out anymore, and you don't want them to have access anymore.

You could also put the tasks on another user from the same account. 

It sounds like you just don't want anything to do with this contact anymore, so just inactivate them. That also limits access.

[Community Alums]

@Mark Manders Hi, I’m unable to deactivate them as they still require access to other accounts associated with the parent account. So they should not see one of the children account. Although the tasks are closed, I encounter an error when I attempt to remove them from that specific account. The error message indicates that the contact is referenced in a task, hence removal is not permitted.

[Mark Manders]

Then remove the contact from the task. That should do the trick.

[Community Alums]

@Mark Manders When I remove the contact from the task, yes it allows me to then delete contact from the account, but it also deletes it from the system and that contact is still needed on another account. I even tried to change the account name associated to that contact on the sys_user table, and tried to change to another account where it should be visible, but it is not allowing me and gives me this error