Now Assist Otto for CSM — QA Score Not Visible on Dashboard or Side-Panel; Manager Cannot See Team DataIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } After enabling the Automated Quality Assurance skill in the "Now Assist Otto for Customer Service Management (CSM)" store app, two distinct visibility gaps may occur: Agent view: After a case is closed or resolved, the QA Score does not appear on the agent's dashboard widget, and the QA Score menu button is absent from the case side-panel — even though QA scoring ran successfully in the background.Manager view: A manager user cannot see their team's QA data on the dashboard, even when individual agents can view their own scores. Both gaps can occur even when sn_service_quality_result records were correctly generated. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Any Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Agent dashboard and side-panel visibility — assigned_to is required The QA dashboard widget and the case side-panel QA Score menu button only surface sn_service_quality_result records for cases where the assigned_to field is populated. If a case has no assigned agent at closure time — or if assigned_to is cleared afterward — the corresponding QA result record is excluded from all dashboard views and the side-panel button, even though the record exists and is directly queryable in sn_service_quality_result by table name. This is a configuration and data-completeness requirement, not a defect. Manager dashboard visibility — assignment group membership is the controlling mechanism Manager-level visibility into a team's QA scores is not controlled by the sys_user.manager field (the direct-report relationship). A manager user can be correctly identified as a manager in the system — for example, the underlying UI Builder data resource may return isManager: true — and still see no cases on the dashboard. The actual mechanism: cases must share a common assignment group that includes both the case-handling agent and the manager user as members. If a case has no assignment group, or has an assignment group that does not include the manager, that case will not appear for that manager regardless of the assigned_to or sys_user.manager configuration. The sys_user.manager field is a natural first assumption for "manager visibility," but it is not sufficient on its own for this feature. The assignment-group membership is the mechanism that governs which cases a manager can see on the QA dashboard. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Agent dashboard and side-panel visibility Ensure assigned_to is populated on cases before or at closure time. Before closing a case, confirm that the assigned_to field is set to the handling agent.If cases were already closed with a blank assigned_to, populate the field on those records.Confirm the QA Score then appears on the agent's dashboard widget and in the case side-panel. No code or configuration change is required beyond ensuring data completeness on the assigned_to field. Manager dashboard visibility Configure assignment groups so that both the case-handling agent and the manager user are members of the same group, and ensure closed cases carry that assignment group. Open the relevant assignment group record.Confirm both the agent and the manager are listed as members of that group.Verify that closed cases have the correct assignment group populated.Once both conditions are met, the manager should see those cases on the QA dashboard. If the behavior persists after correctly configuring assignment group membership, verify that the sn_customerservice_manager roles is assigned to the manager user.