Customer Admin can't see all cases since update

Jamie Hartley · ‎11-06-2023

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 · ‎02-06-2024

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

View solution in original post

Ankur Bawiskar · ‎11-06-2023

@Jamie Hartley

Did you check any ACL is blocking it?

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Jamie Hartley · ‎11-06-2023

I have debugged security whilst impersonating a customer admin but nothing obvious to suggest why this isn't working. No issue before updating to Vancouver

joshua_garrison · ‎12-15-2023

Were you able to find any solution to this? We have been struggling with the same issue since upgrading

Daniela18 · ‎02-06-2024

Did you find the reason for this? I also have this issue