Key Features

• Cases: Related party types include Authorized Contact, Authorized Representative, Authorized Consumer, Authorized Contributor, and Listed Contact/Consumer with responsibilities assigned accordingly. Listed roles have no responsibility assigned.
• Sold Products: Configurations include Authorized Account, Authorized Contact, Authorized Consumer, and Listed Account/Contact/Consumer types with corresponding default responsibilities.
• Install Bases: Related parties include Authorized Account, Contact, Consumer, Contributor, Member, Service Organization, and Listed variants. Default responsibilities are assigned to authorized types; listed types do not have responsibilities.
• Account Team Members: Defined roles include Account Manager, Preferred Technician, Primary Support Agent, and Support Manager with clear default responsibilities matching role names.
• Contact Relationships: Asset Contact type with matching default responsibility.
• Consumer Relationships and Household Member Relationships: Both use Authorized Representative with assigned default responsibility.
• Service Organizations: Various role types such as Location Agent, Location Consumer Agent, Location Contributor, Location Manager, Location Fulfiller, and Location Support Agent are configured with corresponding default responsibilities. Listed Member roles have no responsibility.

Important Considerations

• When a related party record is created, the Responsibility field is automatically populated with the default responsibility for the selected party type, and the Order field is auto-filled with the default order.
• Listed role types do not have any assigned responsibility and therefore do not grant access rights.
• Access control is dependent on the Responsibility field being populated; related parties without a responsibility do not receive access permissions.

Practical Implications for ServiceNow Customers

Understanding these predefined related party configurations helps customers manage and assign responsibilities accurately within their ServiceNow instances. It ensures correct access control and role assignments across various entities such as cases, products, install bases, teams, and organizational relationships. Customers can rely on these base configurations for consistent role management and can extend or customize them as needed to fit their organizational structure and processes.