I've have the following (simplified) scenario:
Company -> EMEA -> Account Manager (EMEA) -> US -> Account Manager (US)
The "Account Manager" roles (both) are configured like this:
Case Access: Users in this role can edit all cases associated with accounts that they own, regardless of who owns the cases
OWD for Cases are: Private
Emma is an "EMEA Account Manager" (internal user) and owns Account "ACME".
ACME has a Contact and High Volume Customer Portal User (HV User) named "Henry". Henry created and owns a Case (Case no. 4711) that is linked to ACME and Henry's contact.
There is another internal user "Uma", who is in the "US Account Manager" role. She also owns a case for ACME (Case no. 1234).
My question now: Why does Emma only see case no. 1234 (the one owned by the US Account Manager Uma)?
According to my configuration she should be able to see both cases related to ACME (because of the role configuration - it says "regardless of who owns the cases").
When I share the cases via sharing group it works but that's not really what I want.
This shows who can currently see what (without sharing groups):
|Case||Emma (Account Owner)||Uma (other role branch)||Henry (HV User)|
|4711 (owned by HV User)||No (WHY?)||No||Yes|
|1234 (owned by internal User)||Yes||Yes||No|