Create equivalent user role to sn_customerservice.customer_case_manager for Incident Service Portal
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‎10-20-2022 07:51 AM
Within CSM there is a user role sn_customerservice.customer_case_manager which allows its members the ability to view/edit/create cases within their 'Account'. My company has recently moved from the Case module over to Incident and want to replicate the same functionality our customers had in CSM within the Service Portal. To my understanding there is no equivalent user role for the Incident module so one will need to be created.
This is where my problem lies currently, I am not sure what is needed to replicate its functionality as I am unable to locate the logic behind the CSM user role. I assume there are ACLs or potentially business rules that dictate the User roles access, but I am not sure where/how to even begin. Would anyone be able to point me in the right direction?
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‎10-20-2022 08:00 AM
I suggest to check every ACL that you'd like to apply the custom role before adding the new role. Next, apply this new role to every ACL that can perform your target functionalities. Next, is test it to your personal tester account then add it to every group you wish.
Mark Helpful if it helps.
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‎10-20-2022 08:37 AM
Thank you for your quick reply.
That is part of my problem. I am unable to find the ACLs that reference sn_customerservice.customer_case_manager to use as a guide for how the permissions should be set up. I need to make sure the same level of access is granted to this new role.
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‎10-20-2022 08:51 AM
sn_customerservice tables are the main tables of that role.
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‎10-20-2022 12:33 PM
Update:
I have created new ACLs which has allowed Incident data to be read from the Service Portal when logging in as a customer. They are able to see their own created incidents. I have found an ACL for sys_user.sys_id which appears to control this. The sn_customerservice.customer_case_manager user role allows the customer to view all tickets that belong to their account/company. I am not sure where this functionality gets set or how to do it.
Created Read and Write ACLs:
Type: record
Operation: read/write
Name: Incident
Operation: read/write
Name: Incident.*
