Understanding these configurations helps ensure correct assignment of roles and responsibilities, which governs access permissions and operational workflows within ServiceNow.

Key Related Party Configurations

• Cases: Roles include Authorized Contact, Authorized Representative, Authorized Consumer, and Authorized Contributor. Some roles like Listed Contact or Listed Consumer do not have default responsibilities.
• Sold Products: Default responsibilities are assigned to Authorized Account, Authorized Contact, and Authorized Consumer. Listed roles have no default responsibilities.
• Install Bases: Multiple roles such as Authorized Account, Contact, Consumer, Contributor, Member, and Service Organization have default responsibilities. Listed roles generally do not have responsibilities. Additional guidance is available for adding related parties to install base items.
• Account Team Members: Roles include Account Manager, Preferred Technician, Primary Support Agent, and Support Manager, each with corresponding default responsibilities.
• Contact Relationships: Asset Contact is the default responsibility assigned.
• Consumer Relationships: The Authorized Representative is assigned as the default responsibility.
• Household Member Relationships: Authorized Representative is the default responsibility.
• Service Organizations: Various roles such as Location Agent, Location Consumer Agent, Location Contributor, Location Manager, Location Fulfiller, and Location Support Agent have default responsibilities. Listed Member role does not have a responsibility.

Important Operational Details

• When a related party record is created, the Responsibility field is automatically populated based on the default responsibility tied to the selected party type.
• The Order field is also auto-populated from the default order associated with the party type.
• Roles classified as Listed do not have any default responsibilities, and thus related parties with only these roles do not receive access rights.
• Access control depends on the correct assignment of responsibility; if the Responsibility field is empty, related parties will not be granted access.

Practical Implications for ServiceNow Customers

ServiceNow customers can rely on these predefined related party configurations to streamline role assignments and maintain consistent access controls across their instances. Leveraging these default settings accelerates setup and reduces errors in role management for cases, products, install bases, and organizational relationships. Customers should ensure that responsibility fields are correctly populated to enable appropriate access and functionality for related parties.