Customers unable to see all cases for their account on the Customer Portal

[Alice_W1]

Customers who are assigned a 'sn_customerservice.customer_admin' role were previously able to see all cases raised under their account- since a recent update on ServiceNow- customers are no longer able to see all cases. 

Any help to get this working again would be appriciated.

[AndersBGS · Accepted solution]

Hi @Alice_W1 ,

I would recommend you to review any ACLs according to the table.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[ersureshbe]

Hi, I doubt some config changes in 'Account Relationships'.  I request you, pls refer to the link and table to check the configurations.

Table - 'account_relationship_list.do'

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0862514

Compare the latest changes with the prior ones.

[joshua_garrison]

I am having the same issue with a client of ours. Did you figure anything out?

[RB5]

Hi, If you are using Vancouver then install Access Analyzer plugin which will help you to easily identify the access issue. 

Hope this will help you.