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!

[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.

2. 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).

3. 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.

4. 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.

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

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

[vaishali231]

hey @ryev_a_ 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Regards,
Vaishali Singh