sn_customerservice.customer_admin user can't assign roles listed in sn_customerservice.contact_role_assignment property in service portal. - Support and Troubleshooting

sn_customerservice.customer_admin user can't assign roles listed in sn_customerservice.contact_role_assignment property in service portal. Issue  Description A user who has "sn_customerservice.customer_admin" role can't see all roles listed in "sn_customerservice.contact_role_assignment" property on service portal.

STR:

Go to Customer Service > Administration > Properties (sn_customerservice.contact_role_assignment system property) List roles in "External roles that can be assigned to contacts via Customer portal". These roles should be available to edit on CSM. impersonate to a user who has "sn_customerservice.customer_admin" role. Go to /csm Go to Support > Contacts Select any contact to edit Click "Edit Role" Only "sn_customerservice.customer" and "sn_customerservice.customer_admin" are available. Can't see "sn_customerservice.partner_admin" or "sn_customerservice.partner".

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".

How to check if the account is "Customer" or "Partner"?

Go to Customer service > Contact Open the contact (user) Check "Account" this contact belongs to. Go to Customer > Account Open the account See the checkbox for "Customer" and "Partner".

Applicable Versions

Any version