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
- Is Watch List membership expected to grant visibility to CSM Cases in Employee Center My Requests?
- If not, what is the recommended OOTB mechanism to provide Case visibility to additional users?
- Is there a supported approach to synchronize Watch List users with the Case participant/access structure used by Employee Center My Requests?
- 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.
