Roles, Customer Service Management

[Nandhinisri]

Hi,

In CSM portal, when we impersonate user with role sn_customerservice.customer, there are no records visible in All cases, Action needed, My cases, My case tasks, My requests. And when it comes with a user with role sn_customerservice.customer.admin records are visible in All cases, Action Needed, and My Cases. Can someone help with the logic behind this? How does this work? What is the flow for visibility of fields to different users with different roles? Attaching screenshot for reference. Image 1: Admin role , Image 2: Customer role

[Dr Atul G- LNG]

Hi @Nandhinisri 

Is the cases created by user to whom you impersoante?

[Manoj89]

Hi Nandhini,

It's your acl setup.

Check if you have given read access to that role on table level.

[Pavankumar_1]

Hi @Nandhinisri ,

Refer below link it will help you understand the roles and responsibility in CSM.

https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

[Sainath N]

@Nandhinisri : Users with the'sn_customerservice.customer' role can only see the cases with which they are in contact.

Users with the 'sn_customerservice.customer.admin' role will be able to see all the cases of the users associated with their account.

In your case, Michelle will see only the cases that he is a contact for. Below is an example from an OOB instance of a user with a customer role, and he is able to see his own cases.

Please mark this as correct answer and helpful if it resolved, or mark this helpful if this help you to reach towards solution.