Adding related parties to a case

  • Release version: Washingtondc
  • Updated February 5, 2025
  • 1 minute to read

    • Add related parties to a case to help provide the access level to the related parties, such as contacts or consumers on a case.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    Related parties and their assigned responsibilities are part of the Customer Access Management feature. Customer access management enables you to support multiple contacts and consumers on cases and sold products, providing them with varying levels of access to the case. For more information, see Configuring Customer Access Management.

    Related parties that are added to cases must also be assigned the sn_customerservice.case_authorized_contributor role.

    Procedure

    1. Navigate to All > Customer Service > Cases > All.
    2. Select the case where you want to add related parties.
    3. From the Related Parties related list, select New.
    4. On the form, fill in the fields.
      Table 1. Consumer Sold Product record form
      Field Description
      Type Related party type. The related party type can be a contact, consumer, or a contributor user.
      You can select from the list of related party configurations for the cases that are provided with the base system.
      • Authorized Contact
      • Authorized Consumer
      • Authorized Contributor
      • Listed Contact
      • Listed Consumer
      Case Case number.
      User or Consumer Contact or consumer responsible for the case.
      Responsibility Provides access level to case information.

      On selection of the related party type, the associated responsibility gets added by default. If the related party type is changed, the responsibility associated to the related party type gets updated accordingly.

      Note:
      If the responsibility field is empty, contacts do not have access to the sold product and associated case.
    5. Select Submit.
      Related parties are added to the case.
    6. Ensure that the contact or consumer selected in step 4 is assigned the sn_customerservice.case_authorized_contributor role.

    Result

    Once related parties are added to the case with a proper functional role having Authorized Representative responsibility, they can perform the following actions.
    • Close a case.
    • Update customer-visible case tasks.
    • Add additional comments and attachments.
    • Accept or reject a solution.
    • Receive notifications on case updates. To ensure related parties receive email notifications, add them to the email notification configuration.
      1. Navigate to All > System Notification > Email > Notifications.
      2. Select a notification.
      3. In the Who will receive related list, select the lock icon next to Users/Groups in fields.
      4. In the Available column, select Related Party Users and/or Related Party Consumers and move them to the Selected column.
      5. Select the lock icon again and update the record.
      6. Repeat these steps for each of the desired notifications.