Cannot see cases in portal that non HR employee creates from an HR Catalog item

[georgescholl]

In the Employee Service Center Portal, when a non HR employee (no roles), goes into the portal and goes to catalog and creates an HR Case from the catalog, the case does not appear in hrm_ticket_page and does not appear in Request page.  I created a Simple List showing all the cases for Created By = Dynamic(me), and the case does not show up.  Myself as a HR Employee, the process works fine.  I can see the case I create and I see the case in the Simple List.  I have abandon the Request page and create a List page with Open cases and Closed cases via Simple List.  Is there a role that the non HR employee needs or what am I missing.  Thanks for any help.

George

[Susan Britt]

A few things to check:

1)  Verify the "My Request Filter" filter conditions for the HR Case

2)  Verify if the portal page (hrm_ticket_page) has a role on it 

3)  If it's not all users nor all HR Cases, verify if the HR Service is configured to not show the Subject Person.  Maybe the HR Case's Subject Person is who created it, but they are not the "Opened For" person also which would give them access.

[Susan Britt]

You may also want to check the widgets on the portal page for roles associated with them.  In some earlier releases, either the portal page and/or widgets (cannot remember which - sorry!) has the roles like sn_hr_sp.hrsp_employee attached, and if you are not utilizing those roles for users, they it should be removed.  

[georgescholl]

Thanks sbritt, my answers are in red ...

A few things to check:

1)  Verify the "My Request Filter" filter conditions for the HR Case.  My Request Filter doesn't seem to work, but I checked and they all are OOB so they look good.

2)  Verify if the portal page (hrm_ticket_page) has a role on it.  No roles and public is checked.

3)  If it's not all users nor all HR Cases, verify if the HR Service is configured to not show the Subject Person.  Maybe the HR Case's Subject Person is who created it, but they are not the "Opened For" person also which would give them access.  Opened for, Subject Person and Opened By are all the same user. 

[georgescholl]

You may also want to check the widgets on the portal page for roles associated with them.  In some earlier releases, either the portal page and/or widgets (cannot remember which - sorry!) has the roles like sn_hr_sp.hrsp_employee attached, and if you are not utilizing those roles for users, they it should be removed. No roles on the widgets.