Virtual Agent OOTB case conversation not working when user is not admin ie. create case

[ryev_a_]

We have configured Virtual Agent for CSM and copied Out of the box conversations like create case and update case, however when we are testing it with non-admin user but has roles that can create cases the virtual agent is not processing the creation/update of cases.

Has anyone encountered similar scenario? What have you done to resolve it?

Thanks!

[Aditya_hublikar]

Hello @ryev_a_ ,

Have you check which acl roles are applied on that table where you trying to create record via non-admin user ?

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya

[vaishali231]

hey @ryev_a_ 

This behavior is typically related to permissions and data access, especially when Virtual Agent topics are executed by non-admin users.

A few things you can check:

1. ACLs on Case table
   Even if the user has a role to create cases, Virtual Agent still enforces ACLs on the Case [sn_customerservice_case] table and its fields.

• Try impersonating the user and create a case manually.
  
• If it fails there, VA will also fail.
  
  

1. Required roles / execution context
   Virtual Agent runs in the context of the logged-in user (not admin).

• Ensure the user has appropriate CSM roles (e.g., customer/contact roles based on your setup).
  
  

1. Mandatory fields / Data Policies
   If you copied the OOTB topic, some required fields might not be handled.

• Check for Data Policies or mandatory fields that block insert/update.
  

1. Reference data (Contact / Account)
   Case creation often depends on valid Contact and Account.

• Verify the user has access to these records and they are being populated correctly.
  
  

1. Debug logs

• Enable VA debug and review Conversation Logs (sys_cs_conversation_log) to see where it fails.
  

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh