Completing a request as an itil user does not reflect in the onboarding activity set state

[Rain Vaine]

Hello experts,

We encountered an issue wherein when an itil user tried to close the request record created by an activity set in an onboarding request, it's does not get reflected in the activity set state.

Even though the itil user already closed complete the request record:

It does not get reflected in the activity state:

When I tried the same action using an admin user, the state gets reflected in the activity state just fine.
In some article, it says to add sn_hr_le.activity_writer role, so I did, but it still ddid not work.

Is there a specific role needed?
Note: Supposedly when an itil user complete the request, it should also be visible on hr user side that it is complete The itil user should also not be seeing any HR related artifacts.

Regards,
Vaine

[Tanushree Maiti]

Hi @Rain Vaine ,

It seems there could be a BR / Script in place to sync the value and it is running for Admin not for itil that means condition is not getting status fies.. Identify the BR/script and update the condition.

[Uday Damaraju]

Hi @Rain Vaine -  Looks like cross-scope privileges restriction as HR is a scoped app.  Does the ITIL user have any HRSD-specific roles other than the one you added, or strictly ITIL?

Probable cause: In general ITIL user lacks write access to the HR scoped tables involved in the Activity Set Context and update  state in sn_hr_le_activity_status.
Solution: You may try "Restricted Caller Access (RCA)" to ensure requests for the sn_hr_le_activity_status and sn_hr_le_set_context tables is set to Allowed. 

Subsequently, you may check the update BR- if above doesnt help.

"Hope it helps, if it does please accept the solution and mark it as helpful"

BR, UD