HR Tier1 user not getting create New case option on Platform but getting it on Employee Portal

[Saquib Mohammed]

I am new to HRSD space and needed some insight into this behavior I observed. I have a user who is part of Tier 1 group. When I impersonate this user and go to employee portal, I am able to create a new case.

However, when I access the list of cases on the native platform, I do not see the New button for this user. Why am I unable to create new case for such Tier 1 user through the native platform (but I am able to create new case through the employee portal)? 

[Ravi Chandra_K · Accepted solution]

Hello @Saquib Mohammed 

Greetings!

from the list control, check omit new condition and see if the user is matching the condition.

refer below article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0685527#:~:text=The%20issue%2....

Please mark the answer as correct solution and helpful if helped.

Kind Regards,

Ravi chandra

[Ravi Chandra_K]

Hello @Saquib Mohammed 

Greetings!

Any feedback on my reply? were you able to do this?

Please hit the thumb and Mark as correct if it helped!

Kind Regards,

Ravi Chandra