Display my Partner/Customer Cases on OOB CSM Portal

[Stefan Berger]

Hi Guys,

I am exploring the Standard CSM Portal an a dev Instance.

I have setup a contact "Thomas Müller" his Account is "ITEM Kunden Account Nr1" and he has the role

"sn_customerservice.customer"

The CSM Portals shows as expected all cases of his account 

as well as all Assets tied to his account.

Then I have setup another contact "Thomas Partner " his Account is "Item Partner 1" and he has the role 

sn_customerservice.partner

Between the Accounts a Relationship was created 

The account "Item Partner 1" has both flags, customer and partner checked.

When I log in as Thomas Partner on the CSM Portal I can see all Assets from both accounts as expected:

But when I got to all Cases I dont see all Cases, only the ones from the Account "Item Partner 1"

My question would be:

Why dont I see cases from the Account "ITEM Kunden Account Nr1" when I go to All Cases?

Bonus question:

Where is the filter query defined in the Assets and Cases Table? 

Thanks for any help on this Topic 🙂 

[Saurav11]

Hello,

The asset is a data table widget which means the ACL applied on the table will apply on the Assets widget.

However for you my cases it seems it has been added by you seems a custom configuration. I would suggest go to the menu and check what has been configured for my cases and is it a filtered list or a scripted list and if any filter is applied over there.

Please mark my answer as correct based on Impact.

[Stefan Berger]

Hello, thx for the Info on the ACL for the Asset Table. But I dont think that an ACL will make my Partners/Customers Assets visible.  There is no filter in the url or the widget or widegt instance either. 

So whats left to check? 

Well the Cases Table is actually OOB no customization was done here. In the Banner menu you will find it under the Case Menu item on the CSM Portal

Thx for your input

[Saurav11]

Hello,

No what I meant was the case menu which you see is not available OOB. OOB there is only the below options available:-

So can you show me the screenshot of the All cases in the menu and what is configured over there it would be easier to assist you.

Thanks.

[Stefan Berger]

Actually you can see it in the original screenshot, but here is  another one

In the CSM Header Menu you can see that the All CAses Option is available

I just removed everything after || in the condition field so that it looks like in the screenshot.

There was a check if a certain plugin (sc_csm or so I dont remember) is active 

It points to the csm_cases page which only has Data Table from URL definition widget on it.

How is the filter quali set? 

In the widget itsself its empty