---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case update notifications

# Case update notifications {#ariaid-title1}

* Release version: Xanadu
* 
* Updated March 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Contacts, consumers, and contributor users added to a case with the authorized representative responsibility can receive all email notifications that are also received by the primary contact of the case.

Contacts added as additional contacts to the sold product with the Authorized Representative responsibility can receive all email notifications that are received by the primary contact of the case.

Consumers added as an additional consumer to the sold product with the Authorized Representative responsibility can receive all email notifications that are received by the primary consumer of the case.

Internal users added as related parties to the case with the Authorized Representative responsibility can receive all email notifications that are received by the primary contact or consumer of the case.

For case resolved emails, related parties with the Authorized Representative responsibility can accept or reject the proposed solution. The responses of emails from related parties are treated similarly to the primary contact or
consumer on the case. For more information, see [Create an email notification](https://www.servicenow.com/docs/access?context=t_CreateANotification&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US).

## Role assignments for authorized representatives {#case-update-notification-cam__section_vdh_chr_mbc}

Related parties that are added to cases must also be assigned one of the Customer Access Management (CAM) roles, such as the sn_customerservice.case_authorized_contributor role. For more information, see [Roles installed with Customer Access Management](https://servicenow-prod.fluidtopics.net/yDIZLUBdAMCM6yRS1QO0zA "Customer access management uses different predefined functional and granular roles to establish relationships between users and entities. The granular and functional roles help provide user access to information and maintain data security.").

## Adding related parties to notifications {#case-update-notification-cam__section_ejs_dxs_mbc}

Related parties that are added to cases can receive notifications on case updates. To ensure related parties receive email notifications, add them to the email notification configuration.  
1. Navigate to AllSystem NotificationEmailNotifications.
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.
{#case-update-notification-cam__ol_zpm_jws_mbc}

*[\>]: and then