Regarding Servicenow ticket configuration info fields visiblity in portal

[jnfjn]

In ServiceNow CSM, when logged in to csp portal and submitted a record producer, ticket_configuration is configured for case table with info fields. so, the fields are visible in the portal page as shown in the below image. But these info fields are visible to admin role but not to sn_customerservice_consumer role.why. please help me in acheiving this.

[Ankur Bawiskar]

@jnfjn 

simply having read access on Case table won't work

Did you check field level READ ACL as well for the fields which are not visible?

[Mariuisd]

The info fields are not visible to `sn_customerservice_consumer` because the user likely lacks **field-level read access** on some fields or referenced tables. Even with case table access, any field pointing to another table (like Company) also needs read permission. Use **Access Analyzer** to identify missing permissions and create the necessary field-level ACLs for the consumer role.