New Custom Case type is not showing details after case submission on Service Portal

Akshay Jugran
Tera Expert

‎03-13-2025 04:39 AM

Hi all,

I am facing an issue when submitting a case there is no issue on seeing the info on Service portal(even without case_viewer role) but when submitting a case(custom case type) there is nothing visible on SP standard ticket header(until case_viewer role is provided). 

 

This screenshot is for my custom case type

 

AkshayJugran_0-1741865927847.png

 

 

This screenshot is of standard case

AkshayJugran_1-1741865927883.png

 

 

can anyone help me with this ?

Thanks

Akshay

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2 REPLIES 2

Kieran Anson
Kilo Patron

‎03-13-2025 05:07 AM

Have you implemented custom ACLs which are overriding the ones available on the base case table? Have any new query rules been introduced that would limit the submitter from seeing the case?

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Akshay Jugran
Tera Expert
In response to Kieran Anson

‎03-13-2025 05:09 AM - edited ‎03-13-2025 05:11 AM

I have created this case type as a custom application, other than that i have not implemented any acl for this.

 

but from the user i am raising the case , have provided him custom app role.

 

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