Post option under Work Notes and Edit option in CSM/FSM Configurable Workspace

[Kishore47]

Hi Community,

We are facing an issue in the CSM/FSM Configurable Workspace.

For a user with the snc_internal role:

1. Under Work Notes in a Case, the user is unable to see the Post option.
2. In the My Open Cases list, the user is unable to use the Edit option for the list.

Could anyone please help us understand what configuration, ACL, role, or Workspace setting controls these options?

Any guidance on how to troubleshoot or restore the Post and Edit functionality would be greatly appreciated.

Thank you!

[Ankur Bawiskar]

@Kishore47 

did you compare the roles for this user against DEV and UAT?

Also since that agent is working on Case does that user has Case Agent role?

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

[Kishore47]

The user is able to see the Post option, but the Edit button is read-only., an snc_internal user is unable to edit lists under My Lists. The user should be able to edit the lists they created or copied.

Could you please advise which role, ACL, or Workspace configuration controls this functionality?

Thank you!

[Ankur Bawiskar · Accepted solution]

@Kishore47 

the Edit button should be editable once you select any 1 or more than 1 records

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