Changing the opened_for user on an HR Employee Relations case causes the case to not be writable.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-18-2024 12:09 PM
The scenario is:
- Create a new case with Abraham Lincoln as the opened_for and subject_person.
- The case gets assigned to the user who opened the case (assigned_to).
- After the case is created, the assigned_to user updates the opened_for field to someone else (let's say Abel Tuter).
- 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.
- 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.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-21-2024 09:05 AM
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.