Customer Service Cases list

The Cases list displays a list of customer service cases for the current user.

Users with the sn_customerservice_agent or sn_customerservice_manager roles can view the Cases list in the Customer Service Management application. The default view of the Cases list includes the following columns:

• Number
• Short description
• Contact
• Account
• Channel
• State
• Priority
• Assigned to
• Updated
• Case Report (add a column to access this table if needed)

External customers can view a list of cases from the customer portal. For external users with the sn_customerservice.customer or sn_customerservice.customer_admin roles, the Cases list displays a subset of case information, including:

• Number
• Short description
• Product
• Priority
• State
• Updated

For external users with the sn_customerservice.partner or sn_customerservice.partner_admin roles, the Account column is also displayed.

Cases displayed in the Case list by user role

The cases included in the Case list are determined by user role.

Table 1. Internal and External for the Case List

User Role	Cases Included in Case List
Internal roles
sn_customerservice.customer_admin	All cases
sn_customerservice_manager	All cases
sn_customerservice_agent	All cases
External roles
sn_customerservice.customer_admin	Cases created for the customer administrator's account Cases created by contacts who have a contact relationship with the customer administrator's account Note: A contact relationship enables a contact with the customer role or customer admin role to manage the account for which the contact relationship has been established.
sn_customerservice.customer	Cases created by the customer Cases created by an agent for the customer
sn_customerservice.partner_admin	Cases created by the partner: For their own account For a customer account Cases created for the partner administrator's account
sn_customerservice.partner	Cases created by the partner Cases created by an agent for the partner Cases created for the same account Cases created from a partner account