CSM Case Watch List Users Unable to View Cases in Employee Center (ESC) My Requests

DeepakF
Tera Contributor

yesterday

We have identified an issue with Customer Service Management (CSM) Cases where users added to the Watch List are unable to view the Case in the Employee Center (ESC) > My Requests page.
 

Expected Behavior

Users added to the Watch List of a CSM Case should:

  • Be able to see the Case in Employee Center > My Requests.
  • Be able to open the Case from Employee Center.
  • Be able to view Case details and participate in communications/comments as appropriate.
  • Have visibility similar to other users who have been granted access to the Case.

Questions

  1. Is Watch List membership expected to grant visibility to CSM Cases in Employee Center My Requests?
  2. If not, what is the recommended OOTB mechanism to provide Case visibility to additional users?
  3. Is there a supported approach to synchronize Watch List users with the Case participant/access structure used by Employee Center My Requests?
  4. Are there any known limitations, PRBs, or configuration requirements related to Watch List access for CSM Cases in Employee Center?
We would appreciate guidance on the recommended OOTB approach for allowing Watch List users to view and access CSM Cases from Employee Center.
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sanjaygupta
Giga Guru

13 hours ago - last edited 13 hours ago

Hi,

Here is what the Australia release documentation and Community content indicate for each of your questions.

On question 1, the documentation says the requests page is driven by request filters. Each filter defines a table and the conditions a record must meet to appear on an employee’s requests page. The documented examples are based on who opened the record or who it was opened for, and Watch List is not listed as a default condition. Community guidance is consistent with this. Out of the box, the Watch List receives comment notifications but does not see the case unless they are in the HR groups, Opened By or Opened For. So Watch List membership alone is not documented as granting visibility in My Requests. CSM Cases are not specifically covered on that documentation page. servicenowservicenow

On question 2 and question 3, there is no documented sync between the Watch List and a participant structure. The supported way is to make the filter and the record access rules agree with each other. Two things need to line up: the case has to appear in the list, and the user has to be allowed to read it.

  • Open Service Catalog > My Request Filters.
  • Open the filter that covers your CSM Case table and confirm its Applies to value includes Employee Center.
  • Add an OR condition where Watch list is dynamic Me. Community members report this approach works for the Watch List in Employee Center. servicenow
  • Create a new read ACL, and a write ACL if you want participation, that allows users in the Watch List of the case. Community guidance suggests a new ACL as the easiest method. servicenow
  • Check for any existing ACL or before query business rule that restricts the case. Both can block Watch List users from the record. servicenow
  • Test with a user who is only on the Watch List.

This is why a user may see the list entry but not the details. One Community report describes a Watch List user who could open the portal ticket page but only read the short description, not the activity stream or other details. That points to the read and field-level access rules rather than the filter. servicenow

The documentation also points to the Enhanced Requests Experience for more flexibility in configuring the requests page, which is worth reviewing for your release.

On question 4, I did not find a documented PRB or an official limitation for this behavior in the sources reviewed. Please check the Now Support Knowledge Base for PRBs against your exact release and Employee Center plugin version, since filter and ACL behavior can differ between releases.

Make these changes with a new ACL and a filter update rather than editing out-of-box records. Capture them in an update set and test in a sub-production instance first, because ACL changes affect who can read case data. Also confirm the exact CSM case table name in your instance before building the filter.

Sources:

 
 
 
 
 
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