Build information:
Build name: Jakarta
Build date: 12-22-2017_1615
Build tag: glide-jakarta-05-03-2017__patch7-12-13-2017

Issue Description:
User Criteria does not evaluate correctly on Customer Service Management (CSM) Service Portal when checking for roles that are inherited. If the roles are assigned or the roles are checked via the script section within User Criteria, this works fine. When testing on the normal Service Portal using roles inherited, this worked fine.

Steps to Reproduce

Activate the following plugins:

  • Customer Service Portal (com.glide.service-portal.customer-portal)
  • Customer Service Management Demo Data (com.snc.customerservice.demo)
  • Service Portal User Criteria Support (com.glide.service-portal.user-criteria)
  1. Enable User Criteria for Service Portal - glide.service_portal.user_criteria_enabled
  2. Open up the Widget Instance for the Get Help link on the CSM portal:
  3. Add the following User Criteria to the Widget Instance above for Can View
    Roles : sn_esm_user,snc_internal
  4. Impersonate Carl Customer and navigate to /CSM

Carl Customer is not able to see the Get Help link


Update the User Criteria to check for roles using the script section instead


Assign the role to the user which is inherited

Related Problem: PRB1276978

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Article Information

Last Updated:2019-06-06 09:14:46