CSM Agents not able to see case Assigned To person

AnirudhKumar
Mega Sage
Mega Sage

‎04-10-2023 07:02 PM

Hello Folks,

 

As a customer service agent when viewing the list of cases on CSM portal, I am not able to see the Assigned To person on a case. The column Assigned To shows, but no values show up there.

 

If I open the list of cases on the backend as a customer service agent, I can see the Assigned To persons.

 

I found 2 read ACL's that are inactive OOB and which give this permission. Any thoughts on this?

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Ratnakar7
Mega Sage
Mega Sage

‎04-10-2023 10:33 PM

Hi @AnirudhKumar ,

 

It's possible that the read ACLs you found could be related to the issue. You could try activating them and see if it resolves the problem.

If that doesn't work, here are some other things you could check:

  1. Check the field level security on the Assigned To field for the appropriate user roles. Make sure that the user roles for the CSM agents have read access to this field.
  2. Check if there are any UI policies or client scripts that could be hiding the Assigned To field from the CSM portal. Make sure that the field is visible to the CSM agents on the portal.
  3. Verify that the Assigned To field is present in available section of Form Layout for this particular CSM Portal  view.

 

If my response was helpful in resolving the issue, please consider accepting it as a solution by clicking on the ✅Accept solution button and giving it a thumbs up 👍. This will benefit others who may have a similar question in the future.

 

Thank you!

Ratnakar