CSM agent doesn't have write access to update the description field on the case - Known Error

CSM agent doesn't have write access to update the description field on the case Description Customer service agents are unable to edit the description field in the sn_customerservice_case table.

This is because of following implementation:

There is no write access control for sn_customerservice_case.description and the write access control for sn_customerservice_case.* requires the role sn_esm_agent. The role sn_esm_agent is contained within the sn_customerservice_agent role.

As the base case is extended from the task table, the task table has access control for task.description with the write role of task_editor. The task_editor role includes sn_request_write which provides write access to description field in task table.

Note: There is write access control for sn_customerservice_case.description in the Outsourced Customer Service (OCS) plugin (plugin ID: com.snc.csm_ocs). Please note that installing the OCS plugin will override the write access control for task.description, leading to task_editor and itil roles to lose write access to the description field.

Steps to Reproduce

CSM agent doesn't have write access to update the description field on the case

Steps: 1. Login as admin and create a customer service case 2. Login as CSM Agent and navigate to cases 3. Open the above-created case 4. Try to update the description field on the case

Expected: User should have write access to the case or have a know error article so that customers can add the required acls

Actual: User doesn't have any write access to the description field on the case

Instance details:

https:// .servicenow.com Build name: HEAD (Master) Build date: 10-21-2024_0511 Build tag: 10-21-2024_0511

Workaround To resolve this issue, ensure that the appropriate write access controls are in place for the description field in the sn_customerservice_case table, and verify that customer service agents have the necessary roles assigned. The write role for sn_customerservice_case.description to be added, similar to what has been done for sn_customerservice_case.short_description.