COE policy not working

[samadam]

I am trying to restrict a specific service in Workforce Admin case to a group of users. I have read and write set up. When I impersonate a user in the allowed group they cannot see the cases. Any idea how to fix?

Also I have a blanket policy to allow access to all services in all COE to an admin group. Could this be potentially obstructing it?

[michaelj_sherid]

@samadam the does the user have the role(s) to see cases themselves, outside of the COE Security policy? 

Regards,

Mike

[samadam]

Yes, they have sn_hr_core.basic and fulfiller roles

[samadam]

It works in DEV, when moved to TEST doesnt work. I verified groups are added. What else can go wrong?

[James Chun]

Hi @samadam,

Are you saying it doesn't work when you impersonate the user?

Maybe you have the impersonation check property enabled in the TEST instance - sn_hr_core.impersonateCheck

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0868239

Cheers