Hi Community
So as per the subject, there is a widget in the CSM portal next to approving a case (sn_customerservice_case) record. It generally shows an 'options' dropdown, and people can see the case variables so that users have a better understanding of what the case is regarding. The issue is it's not visible for users with 'snc_external' role. I tried looking at the ACL and found the external user has access to case records and case variable field (sn_customerservice_case.variable).
It seems like it is okay from the access POV. Searched online and found this article: Variable Summarizer is not visible on CSM Portal for External Users - Support and Troubleshooting
Tried this one and it didn't fix the issue.
At this point the only thing I am sure of is that the data is not going in the frontend. Looked at the variables JSON through DEV tools and it was empty for external user. The same variable JSON has values when I load it.
I have admin but I did tried with ITIL test user and it was also able to see variables in CSM portal.
So, does anyone have any solution for this? Or worked on this? Where else can I look for?
