Manager View All Cases - Support and Troubleshooting

Manager View All Cases Issue As per the doc here https://docs.servicenow.com/csh?topicname=c_CustomerServiceCaseList.html&version=latest, users with the sn_customerservice_manager role should be able to view all cases. This KB discusses one reason why managers may not be able to see cases on an instance.

Cause If the roles that the sn_customerservice_manager role contains have been deleted, managers will not be able to view all cases.

Resolution Verify that the sn_customerservice_manager role contains the correct roles as per these docs and that these roles have not been modified:

RolesInstalledWithCustomerService

KB0639072