A customer administrator cannot assign roles in system properties on Service Portal. - Support and Troubleshooting

A customer administrator cannot assign roles in system properties on Service Portal. Issue  A customer administrator (sn_customerservice.customer_admin role) cannot assign roles listed in the system properties (sn_customerservice.contact_role_assignment) on Service Portal.

Steps to reproduce:

Go to Customer Service > Administration > Properties (sn_customerservice.contact_role_assignment system property) The list of roles in External roles that can be assigned to contacts via Customer portal should be available to edit on CSM. Impersonate a user who has the customer admin (sn_customerservice.customer_admin) role. Go to /csm Go to Support > Contacts Select any contact to edit. Select Edit Role . Following these steps, only sn_customerservice.customer and sn_customerservice.customer_admin are available. The admin cannot see the Partner administrator role (sn_customerservice.partner_admin) or the Partner role (sn_customerservice.partner).

Release Any version

Cause The roles availability depends on the configuration of the account that the contact belongs to.

If the account is configured only as a customer then partner roles would not be available in Edit Role .

Resolution To check if the account is a customer or Partner, follow these steps:

Go to Customer service > Contact Open the contact (user) to check the account this contact belongs to. Go to Customer > Account Open the account to see which checkbox is selected: Customer or Partner