I want to Make cases visible to useres belong to Account and users belong to target Account(custom field)

[Prity Shaw]

We have a requirement to transfer a asset from user of one account to another user from another account. So I created a 'Target Account' field.
Now, If user1 from account1 logs in to portal. selects a asset and raise a transfer request to user2 from account2 then a case is created. Now I want the users from both accounts account1 and account2 should be able to see the transfer case. Case fields:
account= account1
contact = user1
Target Account = Account2
target contact = user2
I checked the below ACL and tried to edit it so target account's users can see the cases. But these ACLs are not even evaluating and they dont have the access as the script includes 'CSQueryBRUtil' is marked readonly by servicenow. Please help where can I do the changes to make the cases visible to both account users?
https://instance.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=242a076ab3ba1010700b4d43c6a8dc8b
https://instance.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=59c53aa7c303120095ccd02422d3ae80

[Filipe Cruz]

Hello Prity,

You should not customize the OOB ACLs since that can bring you conflicts in future updates.
You can instead create a new ACL and grant read access to contacts belonging to the "Account" and "Target Account" fields.

That should do the trick for you!

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[Prity Shaw]

Thank you Filipe for looking into this!

I removed the customized changes from the OOB ACLs and created a new ACL for   with below conditions bit still the 'Cory Testing' Account users are not able to see the case records. But users from account 'Coach' in above screenshot can see the case records in portal.
Any other ACL we need to create to make this visible?

[Filipe Cruz]

Hello Prity,

Cory's contact has the snc_external role, while your ACL will contain the snc_internal (if no role is added to the ACL, the snc_internal role will be automatically added).

I think that is the cause of the issue.

Can you confirm that?

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[Prity Shaw]

earlier I added role 'sn_esm_user' in the ACL which the user already have but it was not working.

Now i updated the ACL role to 'snc_external'. Still the users belong to target account<'cory testing' in this case> is not able to see the record. 

I tried debugging and found out this ACL is not getting evaluated at all. Shall i need to write ACL in some other level as well? Currently the above ACL is written for sn_customerservice_case.None.

Attached ACL snapshot for reference.

Regards,

Prity