What role does user need to view My Team's Cases in agent workspace dashboard?

Elena19
Tera Expert

‎07-13-2022 11:07 AM

Hi everyone,

does anyone know what role does user need to have to view My Team's Cases in agent workspace dashboard?

find_real_file.png

 

they have a role of agent_workspace_user, and itil role currently

 

thanks for any help!

Elena

Labels:
Preview file
21 KB
0 Helpfuls
  • 800 Views
2 REPLIES 2

Mohith Devatte
Tera Sage
Tera Sage

‎07-13-2022 11:32 AM

Hello,

If these cases are from customer service management module which is from case table 

please try giving this role sn_customerservice_agent  role

Customer service agent who assists customers and partners with questions, issues, and problems. This user creates cases, views and edits cases, and works with customers and subject matter experts to resolve cases.

An agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or agent groups

Please mark my answer correct if it helps you

 

Elena19
Tera Expert
In response to Mohith Devatte

‎07-13-2022 11:58 AM

Thanks Mohith,

 

the user has the role of "sn_customerservice_agent" now but still can't see the count of cases...

 

Elena