Hi everyone,
I’m trying to set up key user access for external users on the CSM portal.
Scenario:
All users belong to the same client company.
Each key user may be responsible for 1–4 of four products/services.
Users should only see cases for their assigned products/services.
Accounts don’t work (user can belong to only one), and groups are tricky since these are not support groups.
Current approach:
Created a custom role per product/service and an ACL on sn_customerservice_case to filter by service.
Users have snc_external but the ACL either doesn’t work or conflicts with CSM Query Rules.
Goal:
Ensure key users only see their product/service cases.
Preferably a standard-compliant approach.
Questions:
Recommended way to filter cases by product/service for external key users?
Can ACLs handle this, or is there a better approach?
PS : I was not able to make the ACL work. Create a custom role which contains snc_external + ACL read sn_customerservice.* but it still block access to the table? What am I missing ?
Regards,
