How to make Customer Service Application read only or which role has read only access

[Community Alums]

Hi Team,

I want to know the role via which a user can see the customer service application in left navigation and its also read only.The user once opens any case or click on Create New , it should how read only option

[Dr Atul G- LNG · Accepted solution]

Hi @Community Alums 

These role are required.

[AshishKM · Accepted solution]

Hi @Community Alums , 

You have to manage the module view role and data ( read, write ) both based on user's role, if you don't want to allow some user to "Create New" then add the same role as per write ACL, otherwise user can open the table record in list view the use the New button to create new case. 

Rest, the list of roles already shared by @Dr Atul G- LNG which you can navigate via Edit Module link icon against the module name.

-Thanks,

AshishKMishra

[Dr Atul G- LNG · Accepted solution]

Hi @Community Alums 

These role are required.

[AshishKM · Accepted solution]

Hi @Community Alums , 

You have to manage the module view role and data ( read, write ) both based on user's role, if you don't want to allow some user to "Create New" then add the same role as per write ACL, otherwise user can open the table record in list view the use the New button to create new case. 

Rest, the list of roles already shared by @Dr Atul G- LNG which you can navigate via Edit Module link icon against the module name.

-Thanks,

AshishKMishra

[Robbie · Accepted solution]

Hi @Community Alums 

The direct and correct answer to your question is the role: 'sn_customerservice.case_viewer'

This provides full 'view' access to CSM, but importantly and as the name suggests, read-only.

To help others, please mark this as correct and/or helpful.

Thanks,

Robbie

[M Bala Krishna]

sorry, in my Dev environment, the role sn_customerservice.case_viewer isn't working though the role is attached to the user group. still the user is able to create a case.

Any other OOB role that can prevent case creation and allow read-only of the existing cases ?