Visibility Issue - "SLAs" Related List Missing for Agents in CSM Configurable Workspace (Test Instan

tabrez ahmed
Tera Contributor

3 weeks ago

I'm facing a visibility issue with the "SLAs" related list in the CSM Configurable Workspace on our Test instance.

Here's a summary of the behavior:

  • Agent in CSM Workspace: Cannot see the "SLAs" related list on a case.

  • Agent in Native UI: Can see the "SLAs" related list on the same case.

  • Admin in CSM Workspace & Native UI: Can see the "SLAs" related list in both interfaces.

This problem only occurs on our Test instance; everything works correctly in Dev.

Could you suggest what might be causing this discrepancy for agents specifically within the Workspace?

tabrezahmed_0-1756970023088.png

 

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M Iftikhar
Mega Sage

3 weeks ago

Hi @tabrez ahmed , 

This usually comes down to the view/variant configuration in CSM Workspace.

  • In Dev, the "SLAs" related list is probably included on the case form view/variant that agents use, but in Test the agent’s variant may not have it configured or maybe inactive. Since admins often see a different variant, they can still view the SLAs.

  • I’d suggest checking the form view/variant assigned to agents in Workspace and confirming that the "SLAs" related list is added there.

  • If everything looks the same between Dev and Test, try a quick cache refresh, sometimes Workspace doesn’t pick up related list changes right away.

So most likely it’s either a variant mismatch or just a cache issue in Test.

 

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

 

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