Hey community,
I am troubleshooting an issue in CSM portal. The 'Notification' button in the header isn't available for most of the external users - users who are stored in 'customer_contact' table.
Interestingly, we have a 'test user' who is able to see notification like in the image above. But if I try to impersonate another same state user (say state user), the notification button isn't visible at all.
Things I tried:
1. Tried copying the same roles to state user as is for test user. Didn't worked.
2. Looked at the notification record in pages (sp_page) table. It has a roles condition of internal and external. State user has 'snc_external'.
I even updated it to public just for testing but that also didn't work.
3. Looked in the menu items inside 'CSM Header menu' and it looks fine to me. The conditions and roles are all available to the state user.
The state user has both 'sn_customerservice.customer' and 'sn_customerservice.customer_admin' roles.
4. It could have been that the state user doesn't have access to approval table but that is also sorted. The state user has visibility to approval records too. And there is an active approval pending for the state user.
The last thing I was looking into was the response JSON by inspecting the CSM portal when I impersonate the state user. For the notification part, it shows 0 as the count which is supposed to show any active approval, cases or publication record. I also looked at the response JSON for test user and as expected, it shows count as 4. So, I think this pretty much means the script is failing to get the approvals or any other records.
"count": 0,
"items": [
{
"href": "?id=csm_notification",
"title": "View all notifications",
"type": "link",
"items": []
}
]
},
I have already verified there is an active approval for the state user so if nothing else, that should return 1 as the value. So, this doesn't make sense as the state user has role and access. Can anyone help with this issue? Where else should I look and what else could be wrong?
Any kind of help is very much appreciated.
