Description
CSM Customer Portal created cases are not assigned evenly to the expected group members.
The assignment rule script and matching rules are getting executed with the user session ID instead of the system session. causing users to not have permission to read all the group cases.
Steps to Reproduce
1. Impersonate an end user
2. Go to the CSM portal /csm
3. Click Get Help to submit a case
4. Check the Auto assignment when the case is submitted
The case gets assigned to the wrong assignee, based on the Matching Rule and Assignee Rule Script, instead of assigning to the user ranked n.1 in the workbench list.
5. Impersonate Administrator
6. Create a new case
7. Choose the company Ability West Ltd
8. Choose a contact
9. Submit Case
The case gets assigned to the right assignee, ranked n.1 in the workbench list, based on the Matching Rule and Assignee Rule Script.
Workaround
Matching rules that match based on Selection Criteria are created to be used inside Assignment Workbench, but not in assignment rules. Creation of assignment rules from such matching rules has been blocked since Orlando.
Instances with created assignment rules from such matching rules prior to Orlando will be affected. In these circumstances, matching rules that match based on Selection Criteria can not be used in Assignment rules. The workaround can be to create a scripted Matching rule according to requirements and use that inside the Assignment rule.
Best Regards
Aman Kumar
