My Cases under My List is showing all cases in CSM portal

ABC63
Tera Contributor

‎04-23-2026 02:06 AM

On CSM portal, when we go to section My List -> My Cases. It is showing all the case instead of my cases(Contact is me OR Contact is logged in user).

 

When i impersonated a contact - A contact should not have access to other cases, The filter shows only cases in which contact is logged in user, but it is showing all the cases.

OR i can say My case filter is working same as All Cases filter on CSM portalScreenshot_23-4-2026_143510_exlservicetest.service-now.com.jpeg

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Tanushree Maiti
Giga Patron

‎04-23-2026 03:01 AM

Hi @ABC63 

 

Check the filter criteria for case assigned to and contact in getMyListsMenu

Link: https://<your_instance_name>/sys_script_include.do?sys_id=61f86bca875723003c1c8467a7cb0bb0&sysparm_v...

 

If you need any customization on changing filter: 

Step by step instruction is given in this post: My List update on CSM Portal 

 

 

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Regards
Tanushree Maiti
ServiceNow Technical Architect
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