Customer Service Cases list

The Cases list displays a list of customer service cases for the current user.

Users with the sn_customerservice_agent or sn_customerservice_manager roles can view the Cases list in the Customer Service Management application. The default view of the Cases list includes the following columns:

Number
Short description
Contact
Account
Channel
State
Priority
Assigned to
Updated
Case Report (add a column to access this table if needed)

External customers can view a list of cases from the customer portal. For external users with the sn_customerservice.customer or sn_customerservice.customer_admin roles, the Cases list displays a subset of case information, including:

Number
Short description
Product
Priority
State
Updated

For external users with the sn_customerservice.partner or sn_customerservice.partner_admin roles, the Account column is also displayed.

Cases displayed in the Case list by user role

The cases included in the Case list are determined by user role.

User Role	Cases Included in Case List
Internal roles
sn\_customerservice.customer\_admin	All cases
sn\_customerservice\_manager	All cases
sn\_customerservice\_agent	All cases
External roles
sn\_customerservice.customer\_admin	Cases created for the customer administrator's account Cases created by contacts who have a contact relationship with the customer administrator's account Note: A contact relationship enables a contact with the customer role or customer admin role to manage the account for which the contact relationship has been established.
sn\_customerservice.customer	- Cases created by the customer - Cases created by an agent for the customer
sn\_customerservice.partner\_admin	- Cases created by the partner: - For their own account - For a customer account - Cases created for the partner administrator's account
sn\_customerservice.partner	- Cases created by the partner - Cases created by an agent for the partner - Cases created for the same account - Cases created from a partner account