---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configurations provided with the base system

# List of related party configurations provided with the base system {#ariaid-title1}

Release version: Australia  
Updated November 5, 2026  
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## Summary of List of Related Party Configurations Provided with the Base System

This documentation outlines the predefined related party configurations available in the ServiceNow Australia release as of November 5, 2026.
These configurations define the types of related parties and their default responsibilities across various entities such as cases, sold products, install bases, account team members, contact relationships, consumer relationships, household member relationships, and service organizations.
Understanding these configurations helps ensure correct role assignments and access controls within your ServiceNow environment.
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## Key Details of Related Party Configurations

* **Cases:** Related parties include Authorized Contact, Authorized Representative, Authorized Consumer, Authorized Contributor, Listed Contact, and Listed Consumer, with default responsibilities primarily assigned to Authorized Representatives. Listed roles do not have responsibilities or access rights.
* **Sold Products:** Related parties consist of Authorized Account, Authorized Contact, Authorized Consumer, Listed Account, Listed Contact, and Listed Consumer. Responsibilities default to Authorized Account or Authorized Representative roles, while listed roles have no responsibilities.
* **Install Bases:** Include Authorized Account, Authorized Contact, Authorized Consumer, Authorized Contributor, Authorized Member, Authorized Service Organization, and their listed counterparts. Default responsibilities are assigned to authorized roles, with listed roles lacking responsibilities and access.
* **Account Team Members:** Roles such as Account Manager, Preferred Technician, Primary Support Agent, and Support Manager have corresponding default responsibilities matching their titles.
* **Contact Relationships:** The Asset Contact role is the default responsibility.
* **Consumer Relationships and Household Member Relationships:** Both primarily use Authorized Representative as the default responsibility.
* **Service Organizations:** Roles include Location Agent, Location Consumer Agent, Location Contributor, Location Manager, Location Fulfiller, and Location Support Agent with assigned default responsibilities. Listed Member roles have no responsibilities or access.

## Practical Implications for ServiceNow Customers

When a related party record is created, the **Responsibility** field is automatically populated based on the default responsibility tied to the selected party type. Similarly, the **Order** field is auto-populated from the default order associated with that party type.

It is crucial to note that **listed roles do not have any responsibilities or access rights**. Therefore, related parties assigned a listed role without a responsibility will not be granted access. This behavior ensures that access control is correctly enforced based on roles and responsibilities.

For install bases, additional guidance is available on adding related parties to install base items, which can help you manage these relationships effectively.

## Summary

This configuration framework enables you to manage and enforce access and responsibilities for various related parties efficiently within your ServiceNow instance. Leveraging these out-of-the-box settings helps maintain consistent role assignments, enhances security, and streamlines the administration of related party relationships across cases, products, accounts, and service organizations.  
Related party configurations for different entities that are provided with the base system are listed in the following tables.

## Related party configurations for cases {#list-of-related-party-configurations__section_d2w_jhg_b2c}

Types and responsibilities for cases are listed in the following table.
{#list-of-related-party-configurations__table_u2q_fzz_wvb__entry__2}

| Type | Default Responsibility |
|-|-|
| Authorized Contact | Authorized Representative |
| Authorized Consumer | Authorized Representative |
| Authorized Contributor | Authorized Representative |
| Listed Contact | Not applicable |
| Listed Consumer | Not applicable |
[Table 1. Cases]

{#list-of-related-party-configurations__table_u2q_fzz_wvb}

## Related party configurations for sold products {#list-of-related-party-configurations__section_eb4_shg_b2c}

Types and responsibilities for sold products are listed in the following table.
{#list-of-related-party-configurations__table_prc_szz_wvb__entry__2}

| Type | Default Responsibility |
|-|-|
| Authorized Account | Authorized Account |
| Authorized Contact | Authorized Representative |
| Authorized Consumer | Authorized Representative |
| Listed Account | Not applicable |
| Listed Contact | Not applicable |
| Listed Consumer | Not applicable |
[Table 2. Sold Products]

{#list-of-related-party-configurations__table_prc_szz_wvb}

## Related party configurations for install bases {#list-of-related-party-configurations__section_bf3_xhg_b2c}

Types and responsibilities for install bases are listed in the following table.
{#list-of-related-party-configurations__table_yq3_zzz_wvb__entry__2}

| Type | Default Responsibility |
|-|-|
| Authorized Account | Authorized Account |
| Authorized Contact | Authorized Representative |
| Authorized Consumer | Authorized Representative |
| Authorized Contributor | Authorized Representative |
| Authorized Member | Authorized Representative |
| Authorized Service Organization | Authorized Service Organization |
| Listed Account | Not applicable |
| Listed Contact | Not applicable |
| Listed Consumer | Not applicable |
| Listed Contributor | Not applicable |
| Listed Member | Not applicable |
| Listed Service Organization | Not applicable |
[Table 3. Install Bases]

{#list-of-related-party-configurations__table_yq3_zzz_wvb}For more information on install base related parties, see [Add related parties to an install base item](https://www.servicenow.com/docs/UNyZ5GSWrC0U2tmXcPvfcA "Add related parties to an install base item in the Customer Service Management application so that you can enable another party to have access to an install base.").

## Related party configurations for account team members {#list-of-related-party-configurations__section_elr_bfk_b2c}

Types and responsibilities for account team member are listed in the following table.
{#list-of-related-party-configurations__table_ith_ffk_b2c__entry__2}

| Type | Default Responsibility |
|-|-|
| Account Manager | Account Manager |
| Preferred Technician | Preferred Technician |
| Primary Support Agent | Primary Support Agent |
| Support Manager | Support Manager |
[Table 4. Account Team Members]

{#list-of-related-party-configurations__table_ith_ffk_b2c}

## Related party configurations for contact relationships {#list-of-related-party-configurations__section_ggf_mfk_b2c}

Types and responsibilities for contact relationship are listed in the following table.
{#list-of-related-party-configurations__table_tms_4fk_b2c__entry__2}

| Type | Default Responsibility |
|-|-|
| Asset Contact | Asset Contact |
[Table 5. Contact Relationships]

{#list-of-related-party-configurations__table_tms_4fk_b2c}

## Related party configurations for consumer relationships {#list-of-related-party-configurations__section_kc1_vfk_b2c}

Types and responsibilities for consumer relationship are listed in the following table.
{#list-of-related-party-configurations__table_s5j_xfk_b2c__entry__2}

| Type | Default Responsibility |
|-|-|
| Authorized Representative | Authorized Representative |
[Table 6. Consumer Relationships]

{#list-of-related-party-configurations__table_s5j_xfk_b2c}

## Related party configurations for household member relationships {#list-of-related-party-configurations__section_qyv_zfk_b2c}

Types and responsibilities for household member relationship are listed in the following table.
{#list-of-related-party-configurations__table_glp_cgk_b2c__entry__2}

| Type | Default Responsibility |
|-|-|
| Authorized Representative | Authorized Representative |
[Table 7. Household Member Relationships]

{#list-of-related-party-configurations__table_glp_cgk_b2c}

## Related party configurations for service organizations {#list-of-related-party-configurations__section_wjl_d3g_b2c}

Types and responsibilities for service organizations are listed in the following table.
{#list-of-related-party-configurations__table_shq_hl5_dwb__entry__2}

| Type | Default Responsibility |
|-|-|
| Location Agent | Location Agent |
| Location Consumer Agent | Location Consumer Agent |
| Location Contributor | Location Contributor |
| Location Manager Contributor | Location Manager Contributor |
| Location Manager Fulfiller | Location Manager Fulfiller |
| Location Support Agent | Location Support Agent |
| Listed Member | Not applicable |
[Table 8. Service Organizations]

{#list-of-related-party-configurations__table_shq_hl5_dwb} Note:  
* Whenever a related party record is created, the Responsibility field gets auto-populated from the default responsibility associated with the selected party type. Similarly, the Order field gets auto-populated from the default order associated with the selected party type.
* Listed role types don't have any responsibility. Since the correct role and responsibility determine access, related parties aren't granted access if the Responsibility field is left empty.
{#list-of-related-party-configurations__ul_uwb_s3g_b2c}