Hi all
Hoping @Kenny Caldwell has a better solution or maybe this is a bug for the product team.
We ran into an access issue with CSM Workspace / Service Bridge Remote Record Producers. Per ServiceNow KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3159115, in the CSM Workspace users must be in the available for, on the related catalog item for UI policies to work on the produced case record.
On the provider side users had the sn_sb.requestor role and were part of the appropriate fulfillment team, but they still did not satisfy the Available For criteria.
Workaround:
The workaround was to add a user criteria such as Internal Users to the provider-side Available For field on the sn_sb_pro_remote_record_producer.
It seems counterintuitive that having the sn_sb.requestor role on the provider side is not enough. I would expect these users to automatically be included when evaluating access to the Remote Record Producer.
