Unable to view cases in the Service Center or assign a case to a user in a queue

Overview

When using ResourceOne you do not see any 'Cases' in the Service Center, and you are unable to assign a case to a user in a queue.

 

Solution

This issue can occur due to permission issues. However, checking the permissions and accesses will depend on the version of ResourceOne that is installed.

 

Checking versions previous to 4.X

  • If you have a version previous to 4.X, you can check if you have permission to the Queues in ResourceOne by checking under the Administration > Users > Manage Users > Custom Perms > Permissions tab.

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  • Also, please check if your User or Role is a member of that queue that you are trying to select by checking the 'Members' tab within the queue.

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  • Alternatively, this could be caused by a faulty file in the 'templates\lists\case' folder. Please try renaming the 'Case' folder to 'oldCase' to resolve the issue.

 

Checking versions 4.X (and after)

  • If you have version 4.X, you can check if you have permission to the Queues in ResourceOne by checking under the Administration > Security > Users > Click the User's Icon > Permissions > tab.

    mceclip4.png

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    If the option is greyed out, then you might need to enable CUSTOM PERMS option in the Overview section.
    mceclip0.png


  • Also, please check if your User or Role is a member of that queue that you are trying to select by checking the Administration > Configuration > Queues > Name_of_the_queue

    (For this example, I used Fraud Alert)
    mceclip7.png

    Once the new screen shows up, go to Members > Users (tab) and confirm if the user is listed in this section. If the user is not, click on the dropdown menu and select the user, then click in the ADD button.

    mceclip5.png
  • Alternatively, this could be caused by a faulty file in the 'templates\lists\case' folder. Please try renaming the 'Case' folder to 'oldCase' to resolve the issue.

    mceclip6.png

<supportagent>

Agents only: it may be necessary to access the customer environment to confirm if there is an issue with the user's profile by:

  • Trying to create a new case assigning it to any of the available queues and checking if you can see them in the Queued Case list.
  • Trying to list the user's and other users' cases on the Service Center > Cases list.

If both actions are successful, review the user's permissions to confirm they have access to the proper queue(s). If the user already has the correct profile, it is worth rebuilding the account​​​​ to discard any permission issues.

</supportagent>

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