Hi TosohLBlum,

You have to connect the customer to the foundation user as below;

• In Create user, query for the user ID.
• RMB > User properties.
• Enter the required Customer Number.

Then you will be able to see all customer “2” connected cases.

Hope this helps.

Best Regards,

Yasanthi

I did that, but she still can’t see the cases.

Hello @TosohLBlum ,

You may want to check business roles;

Hope it helps

Ozgun Bal

Hi @TosohLBlum ,

There are 3 things to be considered so that cases per Customer connected user is visible for the user.

• Case Access Group
• Case Type
• Customer Connected user

Case Access Group and Case Type works together, and Case Access Group is given the priority.

Case access groups enable you to make access restrictions to users. Users belonging to the case access groups with the following access restrictions will be able to view the following cases:

• Case Access restriction: None 
      Case type Global – All cases
      Case type Customer – The cases registered with the customer to whom the user belongs.
      Case type Local – The cases owned by the support organization to which the user belongs.
• Case Access restriction: Local 
      Case type Global – The cases owned by the support organization to which the user belongs.
      Case type Customer - The cases registered with the customer to whom the user belongs.
      Case type Local – The cases owned by the support organization to which the user belongs.
• Case Access restriction: Customer 
      Case type Global – The cases registered with the customer to whom the user belongs.
      Case type Customer - The cases registered with the customer to whom the user belongs.
      Case type Local – The cases registered with the customer to whom the user belongs.

So please check whether in case access group with restriction :Customer whether you have added the user under Access type :User

Hope this helps.

Best Regards,

Yasanthi