Ticket Configuration Cases - CSM

[nelson_08]

Hi,

There was a requirement to add Additional fields in the standard ticket page like Description, Contact along with the fields visible. I configured those additional fields using Standard ticket configuration for case table in the info fields.

But the contact still does not see those fields when I'm impersonating them. I could see the fields for those cases as an admin.

Any help is appreciated. 

[Ramya Vojjala]

Hi @nelson_08,

Please check the ACLs (Access Controls) for the relevant fields.
I reviewed the ACLs using the Access Analyzer and found that for users with the Contact role (class: contact), the read, write, and create permissions were being blocked for the Description field. This is likely why the field is not visible to contact users on the standard ticket page.

Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.

[Ankur Bawiskar]

@nelson_08 

although you add the fields, those should be allowed via field level READ ACLs

Did you check the field level READ ACLs on those fields and see?

If my response helped please mark it correct and close the thread so that it benefits future readers.