Collaborator Field Security

[ErinF]

Hello, 

Where all is the configuration held for the collaborators field? I am attempting to set up the collaborators field on my HR Cases (multiple COEs), but something seems to be blocking the OOB behavior. OOB, any HR Agents who are added as collaborators should be given full access to the case, even if they do not meet the COE Security policies. However, when I add collaborators, they cannot see the case unless they meet all the COE security. 

The hr_Case script include function _hasCollaboratorAccess, and has not been customized. There are no custom table ACLs on the hr case table. We are not using the ER plugin, and this is occuring on the HR Case table as well.

Any helpful pointers appreciated! 

[Susan Britt · Accepted solution]

What you are experiencing is the default behavior.  Being a collaborator will not override COE Security Policies, unless you have one(s) specifically with the condition around being a collaborator.  

OOB any collaborator can see any HR Case (exception of ER and LE cases), because OOB all agents have access to all cases.  Once you override that with COE security configuration, it prevents collaborators from viewing all also.

[ErinF]

Are you sure this is the case? Here is another instance when your explanation seems to conflict with the product documentation.  

"Certain users will be able to access a COE even it is restricted. For example, Opened for, Opened by, Watch List and Collaborators get access to a restricted COE irrespective of its security policies."  Create a COE security policy (servicenow.com)

[ErinF]

Ah. Ok, that makes sense. I guess I was misunderstanding this statement on the product documentation: 

"Collaborators and the COE for the HR case can conflict. The basic rules are:

• For all HR cases, collaborators override any security on a COE. For more information, see Create COE security."

From: Work an HR case (servicenow.com)