I have the following Scenario.
one Account, 3 contracts (A, B, C).
- each contract for a service offered (App Support)
- contract A> related to APP support A
- contract B> related to APP support B
- contract C> related to APP support C
- Each contract has a list of contacts that should only be able to log case for the contract they are part of.
- There is a Contact (manager) that needs to see and be able to log cases for contract A and B, but not C. also needs to see the cases logged for contracts A,B.
Now, members from each contract should be able to see the cases for the contracts they are part of, and the other members that are part of the same contract.
I am seeking advice on how this structure can be done in ServiceNow. I need to present this in the CSM portal.
Questions:
- should I treat each contract as a child account, so each account/contract has its own members and contracts
- Challenge: how do i restrict the manger contact to only see two accounts (A,B) but not C?
OR
- should i put all the contacts pertinent to each contract inside the contract they belong to?
- challenge: how do i allow the manager contact to see all items related to contracts A,B, but not C.
- how do i allow the visibility of cases for all the contacts on each contract?
