Users in SN Support Portal

[Cezar]

Hello everyone,

It may seem like a rookie question, but I still couldn't find the right box to tick 🙂

I need to assign users - colleagues from the same organisation - registered in SN Support, to be able to open / monitor Hi-Cases for various Customers of our organisation.
How can this be done?

Thank you in advance for any advice.

Regards

Cezar GRINEA

[Shivalika]

Hello @Cezar 

This might help you - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0718506

For us, we use sn_customerservice partner role and only they are able to create pr monitor cases directly from Now Portal. 

Additionally you can always add other people email ids in contact and they will receive mail also with case updates. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Cezar]

Thank you for your message.
I guess I wasn't clear enough, my question is related to ServiceNow Support not CSM.

[Dr Atul G- LNG]

Hi @Cezar 

https://support.servicenow.com/now

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547203