Attachment security on HR Cases - outside of Evidence on Employee Relations

[Beth Clingenpee]

Our HR Agents are asking for a way to attach documents to any HR cases and have an option to make them not visible to the Subject person. These are cases that are not necessarily Employee Relations cases where the Evidence tab is available, but there may still be times when it would not be appropriate for the Subject person to have access to an attachment added to another type of case.

We do not have "Field Encryption Enterprise", which appears to be required to create a new configuration for the attachment table. I've only explored the "Field Encryption Starter" a little, so I may have missed something there. I'm not sure that the attachments necessarily need to be encrypted - just secured.

Any assistance and suggestions welcome!

[Beth Clingenpee]

Hello @Kohei Tominaga1  - thanks for your response. Even with a case assigned, I still do not see the Personal Notes icon.

[Beth Clingenpee]

I was able to see the Personal Notes icon - realized that I have to be the assigned to person on the case in order to see it. However, there is not an attachment action available on the Personal Note and I am not finding a way to configure that 'card'. It appears to just be a rich text field. 

Is there a way to configure that section to allow attachments?

[Kohei Tominaga1]

Hi, @Beth Clingenpee 
Yes, HR agent has to be assigned to the case so that he could use Personal Notes.

To attach document to the Personal Notes, you have to scroll down to find "Add file". No configuration needed.

This is the Docs link for your reference
https://www.servicenow.com/docs/csh?topicname=add-pn-aws.html&version=latest

[Beth Clingenpee]

Ah - that link to Add file doesn't show up until something is entered into the rich text field. Ok - thank you for assisting, but after testing with that, I don't think that will work as a solution since only the agent who is assigned and who added the note/file can view it. It does keep the subject person from seeing the attachment, but if the case is transferred to a new HR Service then the note/file doesn't stay with the case.

[Sandeep Rajput]

@Beth Clingenpee You can address this requirement by introducing a custom field 'Hide attachments from Subject person'on the sn_hr_core_case, this will be a checkbox field, agents can set the value of this field and choose to hide the attachments on specific cases. You will also need to update existing Read ACLs on the sys_attachemnt table and check current.u_hide_attachments_from_subject_person field value in the Read ACLs sys_attachemnt table.

Hope this helps.