Ticket page not visible to end user

Adriana16
Kilo Contributor

‎04-27-2020 03:16 PM

Hello!

I have a record producer in Service Portal that creates cases. The end user is able to create the case successfully but when clicks submit, it redirects to page called ticket and doesn't show the case information.

It also shows the user as Guest in the comments section and the Case details widgets it's not showing anything.

In record producer I'm using this script to redirect to this page: 

producer.portal_redirect = 'sp?id=csm_ticket&is_new_order=true&table=sn_customerservice_case&sys_id='+ current.sys_id;

 Is this an ACL issue? I gave this user role snc_external but still can't see the information. If he tries to create incident in another record producer it works ok.

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Brian Dowden
Giga Expert

‎04-27-2020 03:42 PM

Hi Adriana. Is this for the client portal? CSM or CSP? If so, replace 'sp' in your redirect with cap or csm.
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Adriana16
Kilo Contributor
In response to Brian Dowden

‎04-27-2020 03:52 PM

Hi, I tried changing to CSM but it's still the same not showing any case information

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Brian Dowden
Giga Expert
In response to Adriana16

‎04-28-2020 10:16 AM

Ok. I would do a quick test by assigning either the sn_customerservice.consumer/customer role to your test user. Then check your csm_ticket page. If thats the issue, then I would check the ACL' s for the fields you want to display on the case table to see if snc_external is added. I believe that sn_custerservice.customer/consumer/partner are added but if those roles are require exactly then you will need to add snc_external.
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