Customer Case Manager role in CSM

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Hi All,

I am facing issue with the case_manager role for CSM. When I impersonate any user with this role, they should be able to see other customers from the same account. But I can only see the impersonated user in the contacts list.

Similarly, they should be able to see the cases created for other contacts from the same account, In Portal, when I open all cases, I can see cases for the particular user and not other 'contacts'.

I have not touched any OOTB ACLs. I tried to use the Extension point mentioned here(https://hi.service-now.com/kb_view.do?sysparm_article=KB0727672), but reverted to default. Still the issue persists.

Any clue on what I should be looking at?

Thanks.

[Alberto Consonn · Accepted solution]

Hi,

please have a look at this FAQ article and ensure that this rule fit in your case:

sn_customerservice.customer_case_manager can create cases on behalf of all contacts in his own account and sub accounts, but doesn't have administrative privileges as sn_customerservice.customer_admin.

https://hi.service-now.com/kb_view.do?sys_kb_id=0330bab5db4cafc0a39a0b55ca961912&sysparm_rank=1&sysp...

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

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Thanks Alberto.

I spent some time on the Script Include responsible for extending roles and reverted it to OOTB. It is working as expected. 

[Alberto Consonn]

Nice to know, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

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With pleasure. 🙂