Users with the sn_customerservice roles are not able to see company cases - Support and Troubleshooting

Users with the sn_customerservice roles are not able to see company cases Description  When users with the sn_customerservice.customer role submit a case (sn_customerservice_case) in the portal they are not able to see these cases after (they would get a "Record not found" error).

When users with sn_customerservice.customer.customer_admin logs in, they are not able to see all the cases under their company

Cause The "Contact" field in the sn_customerservice_case record is empty / not populated with the user who submitted the case.

The "Company" field in the customer_contact or sys_user

There is an OOB business rule " Case query for customer " that restricts the access, and is by design.

Resolution The behavior is by design if the "Contact" field in the sn_customerservice_case record is not populated with the user who submitted the case.

From the " Case query for customer " business rule:

Update below query for user with customer role

1) User with "sn_customerservice.customer" role :- - All cases where contact is me I.e (contact= )

2) User with "sn_customerservice.partner" role :- - All cases where contact is me - All cases where partner_contact is me I.e (contact= ) OR( partner_contact= )

3) User with "sn_customerservice.partner_admin" role :- - All cases where contact is me - All cases where partner is my company - All cases on from my company hierarchy - All cases for accounts from contact relationship I.e (contact= ) OR (partner= ) OR ( account.account_path= ) OR ( account IN )

4) User with "sn_customerservice.customer_admin" role :- - All cases where contact is me - All cases on from my company hierarchy - All cases for accounts from contact relationship I.e (contact= ) OR ( account.account_path= ) OR ( account IN ) */

Additional Information Customer Service Management Roles and FAQs

Before Query Business Rules - The *Other* Access Control