I created a new case type for CSM and have activated the multiselect Create Case action.
As you can see, when the type of interaction is phone (or manually created no matter what the type is), the Create Case action is working as expected.
But when the case is created via the OOB 'Create Interaction from Email' flow, the Create Case action is missing. I (as admin) can see the Create Case action, but someone from the MH group is unable to see it.
I have given the following roles to the MH group.
-interaction_agent
-sn_customerservice.relationship_agent
-sn_customerservice_agent
-x_abcsm_csm_mule.mulehide_case_user (custom role for the new case type)
I enabled the OOB flow - 'Create Interaction from Email'
When interactions are created manually through the CSM Workspace, no matter the state, the Create Case action is visible and I am able to select it as expected, whether i am me (admin) or i impersonate a user from the MH group.
When an email creates an interaction, I (as admin) am able to see the create case action but while impersonating MH user, the action is not available.
