Customer contact can not see Cases in Customer Portal

[lakshmipatel162]

When impersonated from a Customer Contact, i see below error when i try to access Case records.

Error : Part of the query on sn_customerservice_case has been ignored because of read security rules on sn_customerservice_case.active

Also i am not able to see any case record in the portal when impersonated from customer contact. I tried adding Customer contact in CONTACT field of the case too but it didnt help.

Any help would be appreciated! 

Regards,

Lakshmi P

[Community Alums]

Hi @lakshmipatel1611@gmail ,

Under the System Security > Access Control (ACL); search for task.sys_domain and make sure the role the user has ( sn_customerservice.customer) is allowed to read task.sys_domain.

check the READ ACL on Case table , if the role has been added to read the case.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[shloke04]

@lakshmipatel1611@gmail 

This may happen due to OOB ACL on the "sn_customerservice_case" table. There are around 10 table level ACL which might affect this, but one thing and the for most thing to check in this scenario is the Query Rules which determine which Case record will be visible to current logged in user and these rules are evaluated in the OOB ACL.

For example: Look at ACL at below Link:

https://instance.service-now.com/nav_to.do?uri=sys_properties.do?sys_id=931020e1b3521010700b4d43c6a8dcb6

Replace "instance' with your instance name.

 In order to access Query Rule just type in sn_query_rule.LIST in Application Navigator and check the rules being set up which might be contradicting with the current logged in user you are validating.

Please validate the scenario mentioned above and let me know if still having an issue will try to help further.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Nisha15]

Hi @lakshmipatel162 ,
I am also facing the same issue, how did you resolve it?