CSM Portal - View Cases shows all accounts for Manager and Admin

[Richard T]

Hi 

Testing the menu link View Cases in our Dev CSM portal and we appear to have an issue.

Customers with the role "sn_customerservice.customer_case_manager" and "sn_customerservice.customer_admin" are able to see cases logged for all accounts.

Normal customers, those just with the sn_customerservice.cuistomer are fine and only see their own cases for their account.

Any idea what I am missing?

Thanks very much.

[Alberto Consonn]

Hi,

I would suggest you to read carefully the following FAQ article, it will help you to find out the problem:

https://hi.service-now.com/kb_view.do?sys_kb_id=0330bab5db4cafc0a39a0b55ca961912&sysparm_rank=1&sysp...

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[Richard T]

Hi Alberto

Thanks but I was aware of the roles and what the do.

The issue is that what can be seen in the case list does not match with what the documentation says.

Regards

Richard

[Udom]

Hello,

Out of box, the case manager role has all the privileges of the sn_customerservice.customer role, plus it can create a case on behalf of another contact in the account, view a list of cases belonging to the account, and edit cases belonging to the account. Also sn_customerservice.customer_case_manager must observe existing account hierarchy and account relationship restrictions. 

You may want to check account hierarchy and account relationship. 

Thanks.