Customer Admin can't see all cases since update

[Jamie Hartley]

Since our instance automatically updated to Vancouver, users with the role 'sn_customerservice.customer_admin' are no longer able to see all cases raised by others from their company.

[Jamie Hartley]

Just added the accepted solution to this for you. Hope it helps

[joshua_garrison]

I did! So the issue seemed to be when we upgraded to Vancouver. It seems one of the OOTB query rules were updated and causing the issue. 

Steps to fix the issue

• go to query rules in the all navigation pane
• Search for the rule "Case - Accounts managed by me"
• Add a OR statement to the query rule to read "Account" "is Dynamic" "my account"

[Daniela18]

Wow Thank you. That made my day since I was troubleshooting ACL and couldnt understand why this was happening

[Jamie Hartley · Accepted solution]

Had to reach out to SNOW support but the solution for us was the below:

The sn_cs_queryrules.use_query_rules property determines whether to use the Query Rule table or the CSQueryBRUtilOOBConstants script include. This property is set to true for zBoot instances and false for upgraded instances.

* If true, the instance uses rules and filters from the Query Rule table to determine read access to the CSM tables for the logged-in user.

* If false, the instance uses rules and filters from the CSQueryBRUtilOOBConstants and its extensions to determine read access to the CSM tables for the logged-in user.



Please review the below doc.

https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer...

https://www.servicenow.com/community/csm-blog/query-rules-in-csm/ba-p/2292007



Changing the property false, allowed user to see all cases belong to his account

[Daniela18]

Also very helpful