Key contacts and customer representatives can see the ‘All Requests’ section in 4me Self Service. For persons with the Key Contact role, all requests that are related to the organization of the key contact are visible, including organizations lower in the hierarchy. For customer representatives, all requests that are related to the service of the SLA for which they are a representative are displayed. These requests can be either from their own account or from that of a customer.
We shouldn’t expect these key contact and customer representatives to know each person from each organization. For this reason, the organization from which a request originates is now displayed next to the name of the requester in the ‘All Requests’ section of 4me Self Service.