Manager View All Cases Using Extension Point ImplementationIssue As per this doc, a custom manager role should be able to view all cases: https://docs.servicenow.com/csh?topicname=c_CustomerServiceCaseList.html&version=latest If an extension point is incorrectly implemented, users with custom manager role may only be able to view a subset of cases.CauseIf a manager is unable to view all cases, the Out Of the Box sn_customerservice_manager role and other roles may have been modified. It is not recommended to modify the OOB sn_customerservice_manager role and other roles since there are dependencies on these roles and modifying them will cause unexpected behavior.Resolution1. Revert back to the Out Of the Box roles for sn_customerservice_manager and any others which have been modified. 2. Create new roles like sn_customerservice.manager etc.3. Create an extension point of CSQueryBRUtilOOBConstants as explained here https://docs.servicenow.com/csh?topicname=creating-custom-csm-user-roles.html&version=latestWe advise that you do not modify CSQueryBRUtilOOBConstants. Instead, please create a new file which is an extension.4. In the extension point of CSQueryBRUtilOOBConstants, add sections for your new roles which look like the sections in CSQueryBRUtilOOBConstants. They should look something like:'sn_customerservice.agent': {'sn_customerservice_case' : {'condition': 'consumer_is_empty', 'access_context': ['all_accounts']},'csm_order_case' : {'condition': 'consumer_is_empty', 'access_context': ['all_accounts']},'csm_order' : {'access_context': ['all_accounts']}, 'ast_contract' : {'condition': 'account_not_empty', 'access_context': ['all_accounts']}, // Just QBR, doesn't have ACL'customer_contact' : {'access_context': ['all_accounts']}, 'customer_account' : {'access_context': ['all_accounts']}, 'service_entitlement' : {'condition': 'consumer_is_empty', 'access_context': ['all_accounts']}, // Just QBR, doesn't have ACL'alm_asset' : {'condition': 'account_or_primarycontact_not_empty', 'access_context': ['all_accounts']}, // Just QBR, doesn't have ACL'wm_order' : {'condition': 'consumer_is_empty', 'access_context': ['all_accounts']},},'sn_customerservice.manager': {'sn_customerservice_case' : {'condition': 'all', 'access_context': ['all_accounts']},'csm_order_case' : {'access_context': ['all_accounts']},'csm_order' : {'access_context': ['all_accounts']}, 'ast_contract' : {'condition': 'account_or_consumer_not_empty','access_context': ['all_accounts']}, // Just QBR, doesn't have ACL'customer_contact' : {'access_context': ['all_accounts']}, 'customer_account' : {'access_context': ['all_accounts']}, 'service_entitlement' : {'condition': 'account_or_contact_or_consumer_not_empty','access_context': ['all_accounts']}, // Just QBR, doesn't have ACL'alm_asset' : {'condition': 'account_or_primarycontact_or_consumer_not_empty','access_context': ['all_accounts']}, // Just QBR, doesn't have ACL'wm_order' : {'condition': 'all', 'access_context': ['all_accounts']},},5. You need a section for agent because the manager role depends on the agent role.6. After making this changes, please log out and re-login to see all the cases for the user with custom role.