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How to view all cases

in Accounting / ERP

I have one employee to does multiple roles within our small company.  One of those roles is to respond to support/customer cases.  I have made a special user for this person to allow them into the various parts of NS I want them to see.  However, if I come in and grab a support case (as full user or admin) he no longer can see the case.  He also cannot see the case history for a customer in the customer profile.  I have been trying to figure out what permission he is missing to get to this information.  The role

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