Hello CSM Experts,
I am facing a persistent issue where my logged-in Consumer users cannot see or search for specific Record Producers/Catalog Items on the Customer Service Portal (CSP), even after meticulously checking permissions.
The Consumer users are logging in successfully and have the snc_external role assigned to them.
What I have configured and verified:
User Criteria on Record Producers: All relevant Record Producers are marked as being available to a User Criteria that includes the snc_external role (or the specific Consumer User Criteria).
Catalog/Category Access: The Service Catalog and the relevant Categories are also configured to be viewable by the snc_external role/User Criteria.
The Consumer is Logged In: The user is logged in, not an anonymous guest.
What could I be missing? 🤔
Based on my research, the issue is often related to one of the following less obvious security checks. Has anyone run into this specific scenario?
Possible Missing Configuration I need help checking:
The Portal/Catalog Link: Is the main Service Catalog that holds the items correctly linked to the CSP Portal record itself? (i.e., listed in the 'Catalogs' related list on the Portal record).
Parent Table ACLs: Since the Record Producer creates a record on a Case Type (an extended table), are the ACLs (Access Control Lists) on the target table (e.g., sn_customerservice_case) permitting create access for users with the snc_external role?
Catalog-Specific Scripting: Could there be an ACL or an Available For script on the Catalog Item Variables themselves that is blocking visibility?
Licensing: Is there any specific CSM license constraint that prevents a Consumer with only snc_external from accessing the standard catalog widgets?
Any recommendations on which ACLs or specific tables (sc_cat_item, sc_catalog) I should be checking for missing permissions would be greatly appreciated!
