Close Case UI Action - Admin is Assigned to user

[gurralanavi]

Hi there, I have a question that there is a UI Action in case record which is usually not visible to the Assigned to users. But I have a doubt if the Assigned to user is admin user then should that UI Action visible to the admin user or not

[Manthan]

Hello @gurralanavi,

The "Close Case" UI action is visible to the fulfillers who are working on the Case (sn_customerservice_case).

Please refer to the attached image from my PDI, which shows the visibility of the Close Case UI action. I recommend checking the user’s roles as well as the condition set on the UI Action.

I hope this helps.

Thank you!

 

Please mark my response as helpful if it resolves your issue.

[Ankur Bawiskar]

@gurralanavi 
this use-case will never happen in PROD

No admin will be working on Case.

Please discuss this requirement with your customer, it's upto them if they want admin to see that button or not and accordingly you can update UI action condition.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@gurralanavi 

Hope you are doing good.

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[Tanushree Maiti]

Hi @gurralanavi 

Case task is generally assigned to users such as middle or back-office agents. They never have Admin access.

e.g Refer: https://www.servicenow.com/docs/r/customer-service-management/csm-cases-case-tasks-overview.html   to check who could be intended assigned to of the cases.