Hi, looking quickly at OOB Case states
https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html
'Request info' appears to be an agent action and is used to request information from the 'contact'
and so I would expect that a role is required.
I would recommend that you enable security debug, impersonate the contact and reproduce the issue, the debugs logs should then help identify the cause, which I suspect is correct\expected behavior?
