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Description

As per the doc here https://docs.servicenow.com/bundle/madrid-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceCaseList.html, 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:

https://docs.servicenow.com/bundle/madrid-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html

https://hi.service-now.com/kb_view.do?sysparm_article=KB0639072

Article Information

Last Updated:2019-12-09 10:22:44
Published:2019-12-09