Role and ACL to allow Read Only for Cases not working

[Trish Mac]

Hello,

I've created a group and applied the role sn_customerservice.case_viewer to the group, as I have some persons who need to view Cases and that's all.  I've added the person to the group in DEV but they are not able to see Cases.  When I impersonate them and type Case or Customer Service in the Filter Navigator, nothing comes up or Accounts comes up respectively, but that is it.  

Since we use a custom table for Service Cases, I tried creating an ACL on the Service Cases table.  It's identical in structure to the sn_incident_read ACL to allow Read Only access to Incidents.  When I impersonate the same person after giving them the Read Only access on Incidents, they can view Incidents.  However, they cannot view Cases.  

I'm not sure where to go next with this or if it's an issue with my ACL.  I'd appreciate input please.  ACL included.

Thanks,

Trish

[Brian Lancaster · Accepted solution]

Have you check the module for this to see if that role has access to it. Example, under system definitions Modules and then search for incident you should see something like this.

Also when you impersonated the user have your tied going directly to the table list. You can do this by typing tablename.list in the left nav or All menu depending on your UI. This will help verify your ACL.

[Trish Mac]

Hi Brian, thank you very much.  I went to tablename.list when impersonating the person and could see all the table records.  I feel better about creating ACLs based on that, wondered what I was doing wrong.

The actual answer was in your information on Modules.  I added the sn_customerservice.case_viewer role to the modules I want them to be able to access and this is working.

I gained some helpful knowledge from your response as well as a solution!  Thank you very much!

Trish