Custome Service (CSM) role to allow agents to view all cases

[Cathy Song1]

Hi All,

I have just enabled the Customer Service plugin and given an agent's group the sn_customerservice_agent role, But impersonating as that user, I wasn't able to access all cases but cases created by that agent.

Has anyone else come across this problem? What role(s) should I be giving to the agent in order to view all cases?

Regards,

Cathy

[Yingjie Sun · Accepted solution]

Cathy,

Your approach was correct, sn_customerservice_agent role should be able to see all cases as long as they are cases for customers not consumers. Consumer's cases are viewable by sn_customerservice.consumer_agent. These two agent roles are set for different types audience- customers and consumers.

Seems there might be some other issues on your instance to prevent agent role to view cases. OOB this should work.

sn_customerservice_manager role is not required for just viewing case, and sn_customerservice_customer is external roles which are just for customers to use. 

We have detailed explanations on which role can do what in our KB0639072. If you still have issues pls. contact me or other CSM team members for more debug. Thanks. 

[Tejin]

HI Ying

I am facing the same issue. I created a Role and assigned it to User. The role is added to "Application Menu" Customer service and Incident. But when I impersonate as that user, I only see Incident not Case. 

What could be causing this ? Do you think there are licensing issues ? Please advice.

Thanks

[Khanjan]

yingjiesun

Thank you for the case related explanations and FAQ.

It clears case related queries.

Thanks,

Khanjan

[Cathy Song1]

Another administrator had a business rule that restricts records based on having ITIL role. So we tweaked the rule by adding an exception. It works now with the sn_customerservice_consumer.agent role.

Thank you, everyone!