Collaborators in HR Case

[Anand Salaguni]

I am trying to understand the complete functionality of collaborators in HR case. I have the following questions and can any of you please guide me to the right document or let me know what are the answers?

1) I am in need of assigning a particular case to the collaborator who can work on this assigned case only.

2) Where and how do I define a person as collaborator? Is this a role which needs to be given access?

3) can we restrict the person to view / update only the case assigned to him/her and not access any other cases?

Many thanks,

Anand

[Rob Sestito]

Hello,

For this, an HR Agent to have access to the Collaborator field on a Case they are not part of, they would need an additional access added to their profile.

While yes, HR Agents have write access to many cases, Collaborator field is a bit special.

As an example in my personal Dev instance, I gave Abe Lincoln HR access. I put Abe in an HR Group with hr_basic role. Went to a case he is not part of, and here shows the fields I can edit, and Collaborator is not one of them.

Since there isn't any special role for Collaborators, you may want to create one and then add this to the Person(s)/Group(s) you want to have that access. Then you can add that role into the ACL(s) to allow access.

Hope this helps - let us know if you need anymore help.

-Rob

[hasansyed]

It's a ServiceNow OOB feature/ Functionality that can have a serious negative impact on the instance if not adhering to ServiceNow policy.

However, if you have a direct business requirement for enabling this functionality for all Fulfiller personas on the instance, then you would have to do two things.

1) Create an ACL on the collaborator field and add ITIL or other personas as allowed roles.

2) Turn off this OOB business rule, go to the business rules table and search for Collaborator can only remove themselves and turn it off.

This change should let you add the collaborator irrespective of assigned to or opened by restriction.

Thanks,

Hasan M Syed