In ootb widget "Data Table from URL Definition",when case created using workspace,it is not showing

SathigariA
Tera Contributor

2 hours ago

used out of the box widget "Data Table from URL Definition" in consumer service portal, But when an external end user creates a case using workspace, the case not added to the case lists in portal for an external end users. please let me know how to fix it?

 

 

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pr8172510
Mega Guru

2 hours ago

 

Hi SathigariA,

This issue is due to data visibility / filter mismatch, not the widget itself.

1. Root cause

  • Workspace creates case correctly ✅
  • But portal widget shows only cases where:

Contact / Consumer = logged-in user

If case created from Workspace:

  • contact / consumer may not be set properly
    So it doesn’t appear in portal

2. Fix (most important)

Ensure when case is created:

  • Contact / Consumer field is populated correctly

 For external users:

  • consumer = logged-in portal user

3. Check widget filter

Go to:

Widget: Data Table from URL Definition

Check filter condition:

  • Usually something like:

 

 
contact = javascript:gs.getUserID()
 

 

OR

 

 
consumer = javascript:gs.getUserID()
 

 

 If mismatch → records won’t show

4. Fix options

 Option 1 (Recommended)

Update case creation logic (Workspace):

  • Set:
    • contact OR consumer = correct user

Option 2

Update widget filter to include:

  • Opened by
  • Requested for

Example:

 

 
opened_by = javascript:gs.getUserID()
 

5. Also verify

  • ACLs for external user
  • Case visibility rules
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RakeshM49470519
Tera Guru

34m ago

Hello @SathigariA 

If a case is created by populating Account and Contact, then it is not visible to a user with the sn_customerservice.consumer_agent role.
Similarly, if a case is created by populating Consumer, then it is not visible to a user with the sn_customerservice.agent role.

If a case is created without populating either Account/Contact or Consumer, then it is visible to both types of agents.

Could you please confirm if you are observing the same behavior and check this at your end?

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