Permit SR Contacts that Aren't Related to the Primary SR Account

If you're using the application to serve a customer with an account hierarchy with multiple subsidiaries, it's possible that the primary contact on an SR may be from a different subsidiary than the primary customer account. Or, you may have a third party who has the permissions to report an SR and also interact with the SR. For example, an implementor or partner contact, or a private contractor.

In such scenarios, you would want to remove the built-in validation that requires the SR account and SR contact to be interrelated. And you can permit the following types of primary and secondary contacts on an SR:

• Contacts that belong to multiple accounts

• Contacts with no account

• Contacts associated with a partner account

• All of the above

You can do this by configuring the following profile options.

Profile Option	Description
ORA_SVC_ALLOW_ANY_CONTACT_ON_SR	Specifies whether contacts that aren't related to the SR can be added to an SR. This includes contacts of other accounts, consumer contacts, and partner contacts. The default value is No.
ORA_SVC_DEF_ACCESS_FOR_3RD_PARTY_CONTACTS	Specifies the default access level for third party contacts to view the contents of an SR. The default value is No Access. If you set the value to Regular Access, third party contacts can view an SR. So, contacts who are added to the SR but don't belong to the SR account can view the SR in Digital Customer Service.