Dynamic page title on Standard ticket page is displaying only to certain users in CSM Portal

[Javier Tirado1]

Hello!

I am using the standard ticket page to display Case details to the customers on CSM portal. I have several test users in the instance, each one with different roles (customer_admin, customer_case_manager and customer). When I impersonate the customer_admin, it can see the dynamic page title (in this case, the Case number), but the other roles see 'Standard ticket' as title, which is the default title. This is being tested at the same time, no changes made between. All users are querying the sn_customerservice_case table.

How can this happen?

P.S.: I have reviewed the sp_page_title_variable table and the record should be fine, I saw no field that could interfere with how different users see the page title.

P.S.S.: I have tested setting roles to different users, and the error keeps fixed on the users (if the user  didn't see the dynamic title before, it remains like that regardless of role).

[Javier Tirado1]

Actually yes. Strange enough, the dynamic page variable was aiming at the Task table's Effective number, but it was visible to some users anyway... When I changed the table to sn_customerservice_case and configured the settings, it appeared to all customers. Although I still don't know why when changing user's role I still couldn't see it..