Changing the opened_for user on an HR Employee Relations case causes the case to not be writable.

nicholas_wilson
Tera Contributor

The scenario is: 

  1. Create a new case with Abraham Lincoln as the opened_for and subject_person.
  2. The case gets assigned to the user who opened the case (assigned_to). 
  3. After the case is created, the assigned_to user updates the opened_for field to someone else (let's say Abel Tuter).
    1. Just a heads up, out of the box the opened_for field is set to read only but you can change this or the admin can change the opened_for user. 
  4. When the assigned_to user tries to open the case again, all of the fields are gone. 

When you add the assigned_to user back to the opened_for field, they can see the case again. 

What is happening? This doesn't seem like expected behavior. I should be able to change the opened_for and the assigned_to user should always see the case to work it. 

 

1 REPLY 1

nicholas_wilson
Tera Contributor

I have figured this out. 

 

When you open a new case and you are the opened_for user and the assigned_to user, you can work the case normally. 

When you change the opened_for user and keep the assigned_to user the same, you lose access to the case. 

This happens because when you are the opened_for user on a case, you also get added to the involved parties list. 

The involved parties cannot see a case that they are involved with. Even if you are the assigned_to person. To fix this, you need to remove the involved party record on the case. 

 

After this, you can work the case again as the assigned_to user.