Users are not able to view cases with role : sn_customerservice_agent

[basantsoni]

Hello Friends, 

We are using a CSM application and we are assignment cases to a Group : Support Desk and this group having role : sn_customerservice_agent. 

There are 16 members in the Group but some members are not able to view cases from backend and some users can because of this issue, we have granted them admin roles and after admin roles they are able to view cases. 

I don't know why they are facing these problems, what solutions we can apply here since we have to remove admin rights for users. 

Regards,

Basant Soni

[david_legrand · Accepted solution]

We would need more info such as "what are the complete list of roles the user has", for example, please check the users don't have snc_external because on ServiceNow vanilla, that role is enough to grant access.

Then, if the issue isn't on the roles given to users, the issue should be on the case ACL (managed via either the "Query rules" since Quebec or via some Script Include CSQueryBRUtilOOBConstants and related CSQueryExtensionInstance). But go there only if the first part isn't successful.

[basantsoni]

Hi David,Thanks for your reply.

I solved this from myself. Users are holding other external roles like - customer, etc. 

Regards,