Description(rich_description) field is hidden when State is Closed complete or Cancelled.

[JeremyHoffman]

Hello,

Does anyone know what causes the Description(rich_description) field to be hidden when an Employee Relations case is either Closed complete or Cancelled (Active = false)? I have looked at UI Policies, ACL's, Client Scripts, and Business rules I am coming up short. This is an out of box feature as my Washington DC and Vancouver PDI's have the same behavior.
I know I am overlooking something somewhere. Any assistance would be greatly appreciated.

Jeremy

[Brad Bowman · Accepted solution]

Hi Jeremy,

There is a write ACL on sn_hr_core_case.rich_description that makes this field read only when the State is Closed Complete, Closed Incomplete, or Cancelled.  This is the behavior I am seeing in my PDI

[JeremyHoffman]

Hi @Brad Bowman  

Thank you, I found that ACL, however it did not resolve my issue. But, I looked at the sn_hr_er_case ACL's and found the Read ACL for the rich_description field that is the culprit. When I looked at it earlier, I completely overlooked the condition that was applied. Mainly because I did not elevate my role to a security admin, and the condition blended in the rest of the ACL form. When I selected "Closed complete" as a state, I was able to see the field and the data!

Thank you for your help and solution!

[Brad Bowman]

Ah - that would explain it.  Good to hear you got there!