External OSP agent with role sn_csm_ocs.ext_agent , cannot see the cases created by himIssue External OSP agent with role sn_csm_ocs.ext_agent, cannot see the cases created by him. Also, is there a way this user is able to see the case which was submitted by himself by using both role partner admin and OCS agent role?Resolutionsn_csm_ocs.ext_agent can create the cases based on the outsourced service provider they belong to and which matches the outsourcing criteria. So for example - OutsourcedAgent has sn_csm_ocs.ext_agent role is assigned to testnewOSP and has outsourcing criteria as Account Name = TESTAccount.This means OutsourcedAgent should be able to create/view cases for the Account with Name = TESTAccount however the user OutsourcedAgent has other roles which provide him access to other accounts where name != TESTAccount., and hence cases created with other accounts are not visible. Also, the OCS agent role can create and view the cases based on the outsourced service provider they belong to and based on the outsourcing criteria.partner_admin will only provide access to the accounts/cases the partner company is entitled. For ex - TEST.Partner_outsourced user , has sn_csm_ocs.ext_agent and sn_customerservice.partner_admin roles.and is assigned to testnewOSP service provider. As per the outsource criteria, the user should be able to see only the Account with the name TestAccount but as a partner admin cannot access this account. ( you can check the query rule - Account Query for Customer).Since Partners are Outsource providers are two separate entities, a user cannot be partner admin and ext_agent for an outsource provider.If the use case is: Partner is also a outsource provider. This use case is currently not supported.Related LinksRead more about Outsourced Customer service here - Outsourced Customer Service Configure Outsourced Customer Service