How can a partner access and manage client/customer service requests?
If you are a partner, you can request permissions from your client/customers for yourself and others in your organization. Partners permissions allow you to view, update, or create service requests on your client/customer's behalf.
(For information on how client/customers can grant partner permissions to manage service requests, see Answer 10141: Granting Partners Permission to Manage Service Requests .)
To request partner permissions:
Go to cx.rightnow.com/app/partner/my_customers or follow the link for "My Customers" on the My Site Tools or My Account pages. You may request permissions for yourself and certain individuals, or for everyone in your organization.
Note: You may request permissions for both your organization and individuals on the organization. The individual permissions are always considered before organization permissions. For example, you may request "Look" permissions for your organization, but request "Admin" permission for a project leader on your team.
Available permissions are as follows:
CC - Gives you read-only visibility to selected service requests. You can be associated with individual service requests via the Service Request Update page on a one-off basis, but will not have access to submit service requests on behalf of this organization.
Look - Gives read-only visibility to all of your customer's service requests. This will also add you to support notifications for client/customer's sites.* You will not have access to submit service requests on behalf of this organization.
Update - Gives you the ability to view and update service requests on behalf of your customer. This will also add you to support notifications for client/customer's sites.* You will not have access to submit service requests.
Create - Gives you the ability to create service requests for your client/customer. This will also add you to system notifications for your client/customer's sites.*
Admin - You may administer your client/customer's sites. This gives permission to make requests to Oracle Service Cloud that would normally have to come from a Primary Support Contact from the client/customer's organization (ex: hidden configuration changes, site deletion, access requests). NOTE: we do not yet support third party update management.
*Currently partner visibility to VCIO hosting notifications and update notifications is not supported, but it will be coming soon. Once those features are in place partners with these permissions levels will start receiving those notifications automatically.
To request permissions from one of your customers:
On the My Customers page, click on "Request New Access".
Enter the email address for a contact manager on the client/customer organization.
Select an expiration date (this is the date after which these permissions will expire).
Select the radio button for a permission level for your whole organization, or click on "Myself and/or people in my organization" to select a permission level for one or more individuals.
Your client/customer will receive a notification of your request, though any contact manager on the organization may approve your request by going to their My Partners page.
Once approved, you will see your current permissions on the My Customers page. If your permission level is high enough, you will have the option to subscribe to receive notifications when a service request is submitted for your client/customer. This subscription is for you alone (subscribing will not send notifications to others in your organization) and you can change your preferences at any time. You may also view the Support Experience Dashboard for your client/customer if your permission level is high enough.
To request a change to your permission level or expiration date, simply "Request New Access" once more from your client/customer.
On the Ask A Question page: When granted Create or Admin permissions, you may create a service request on your client/customer's behalf on the Ask A Question page. Above the form, note that there is a drop down list to select different organizations. If you are a technical support contact for your own organization, you will see your organization appear first in the list. Partners with "Update" level permissions may be made the primary point of contact on service requests on this form by un checking "I am the point of contact for this request" and selecting the appropriate individual from the drop down list.
On the Service Request Update page: Partners with any permission level may be added as an Additional Contact on a service request through the Service Request Update page. Under "Add another contact to this request", choose "Existing Contact" from the first drop down menu and see that partners appear in the second drop down menu below client/customer contacts. If permission levels are at least the "Update" level, this partner may be made the primary contact for the service request.
On the Service Request History page: When you view "My Requests", you will see all of your service requests no matter which customer they were submitted for. When toggling the drop down menu by the search bar, you will notice that all of your client/customer organizations are available for selection. Choosing a client/customer from this list will filter the service request history report.
For partners who already have contact records on your customers' organizations: Many of you have been managing your customers' service requests via individual contacts created on each partner organization. From now on, you should be able to manage and view any service requests owned by these 'dummy contacts' from your own organization's contact record, as long as you've been granted the proper permissions by your customer.
Please see Partner Portal Preview for a demonstration of partner portal features.