COE policy

[GhitaB]

Can COE Security Policy Prevent a User from Seeing or Acting on an HR Case, Even with Correct Roles and Group Membership?

Hi everyone,

I'm troubleshooting an issue in my ServiceNow HRSD environment  where a user cannot view or take action on HR Payroll cases  although everything seems fine at first glance.

Here’s the situation:

• The user has the appropriate HR roles (like sn_hr_core.case_reader).

• The user is also part of the Assignment Group on the case.

• However, the user cannot see the case or receive any notifications related to it.

My question is:
👉 Could this COE Security Policy difference be the reason why the user is unable to see or act on HR cases cause his group is not part of this coe policy — even though they have the right roles and are part of the Assignment Group?

Any confirmation or additional insights on how COE Security interacts with roles/groups would be greatly appreciated!

[Laszlo Balla · Accepted solution]

That is absolutely a possible reason, in fact, the whole point of having the CoE Security Policies in place is to manage read/write access on a COE or HR Service level.

Take a look into the out of the box read or write ACL scripts on the sn_hr_core_case table - the underlying script includes are actually checking whether the user has a matching CoE Security Policy, and if not, they would already fail the ACL evaluation on the table level.

[GhitaB]

Thank you so  much for the clarification , appreciate it

[Sandeep Rajput]

@GhitaB Please consider marking the responses accepted solution if they addressed your questions.