CSM Configurable Workspace and Case Type

[Community Alums]

I have followed the guidance in the Case Types whitepaper, and created a Case Type in it's own application scope, with it's own role. A user granted access to the table via the role can see the table and interact with it as expected in the platform UI. In regular Agent Workspace, the user can see the lists under the 'Cases' list category, and browse the lists and access the records. 
 
When accessing the CSM configurable workspace, the 'Cases' category and the lists do not appear as expected. I added the custom role to the list configuration in the Agent Workspace configuration, and the category and list still do not appear for that user in the CSM configurable workspace. I checked the documentation here and everything looks to be in order. As in, the lists and categories are all configured here. There is no place to add roles to any of these configurations, so I cannot see it being a role thing. 

If I add the sn_customerservice_agent role to the custom role, then the lists appear in the CSM configurable workspace. I must be missing something simple- what else needs to be configured for a user with a custom role for a case type in CSM configurable workspace?

[SebastianKunzke]

The configurable workspace is not using the "old" list setting. It has his own configuration. So you would need to maintain the list somewhere else. I am unsure, if their is already documentation available, but for me these steps worked fine.

1. Open the UI builder and open the list page

2. Select the list nav. and click on "Configuration"

3. The table "sys_ux_list_menu_config" opens in a new tab.

4. Select the list "CSM/FSM Configurable Workspace List Menu..." you want to modify

5. Select in the related list the category or create your new category.

After you done, reload the workspace. The list should now be available.

PS: Make sure you are in the right application scope.

[Community Alums]

Thanks! One thing I am curious about, is in the standard Agent Workspace list config, you can apply roles to the lists. In the sys_ux_list table, the roles and groups columns are labeled 'DO NOT USE':



That seems odd to me, as with a Case Type, and it's own custom list, would one not want to restrict visibility to only those with the role specific to the Case Type? Otherwise, those lists and categories would appear for anyone in the Configurable Workspace....

[Indu Basutker]

The solution provided to create custom lists in CSM Configurable Workspace can be achieved but not all users are able to see the Custom Lists, how do we provide roles/access to the users for the visibility of Custom Lists in the CSM Configurable Workspace since there is no option to configures Roles in sys_ux_list_category table.

Could you please provide related information?