Display HR Cases to Opened by person on ESC

[Sabrina10]

On the ESC, when someone clicks on My Requests, we want them to see HR Cases where they are either the Opened For or Opened By person.  Ability to see the case as the Opened for is OOB, so I've needed to make modifications to allow for the Opened by person to see the case. I've modified the request filter so that the list is properly displaying both, but am running into a problem where the opened by person cannot see the ticket details on the portal with the Standard Ticket tab widget (the area shown in the image below)

I've confirmed that the user can see the details of the case from the native view, so its not an ACL/Security issue.      Has anyone else modified this?

[Rich Smith]

Hi Sabrina,

The configuration that determines which records to show are the request filters, yes.

The way cases are configured to be displayed to people are based on them being the opened for user, or the subject/task assignee. If you open cases up to the opened by, you'll also need to make changes to the Standard ticket config records.

Before you do any of this though, I would potentially reconsider how your cases are being raised. I am not aware of your specific implementation or requirements and therefore take the following as my thoughts on the subject in general only.

The Opened for user is the employee with whom HR will primarily interact about the case. The Opened for user will be asked to accept or reject the case resolution once work is complete on it. They will be surveyed about it once it is closed.

The opened by is normally either the HR Agent raising a case on behalf of the opened for user, or the same as the opened for user if a case is raised via the portal.

I am guessing that what you are doing, is allowing the employee raising a request to choose who they are doing this on behalf of (i.e the opened for).

It is fairly normal for secretaries/PAs do this for senior managers in an organisation, but if the secretary is then the primary person with whom HR communicate about the case once it is raised, and if they are asked to accept its closure - then they should really also be the opened for too.

For visibility, the manager of the subject person or an employee the secretary selects as the requesting manager could be added to the cases watch list.

Hope this helps!

Rich.

[Sabrina10]

Thanks for the feedback.  We often have situations where local HR resources (these are not HR agents working cases, but more an operational point of contact) are entering cases on behalf of others thru the portal, but we want to encourage self service by all employees, so the case is opened in the employee's name so that they can do the necessary follow ups themselves.

We could add the opened by to the watchlist, but we still have a problem where they need to be able to see the case on the portal and in both situations, the watchlist person and the opened by person can get notifications and access the case on the backend, but cannot see the details on the standard ticket page on the portal.     That is where I'm asking for help.  I'm trying to figure out how to modify the widget.  The attempts I've made aren't working - I'm hoping someone else has done something similar and can provide guidance.  

[Susan Britt · Accepted solution]

Have you looked at the Standard Ticket Configuration for the various COEs to confirm the conditions for what users see which tabs/sections from ESC?

[Anisse Mahtat]

Hi @Susan Britt , I want to give access to an the approval user to the detail of the record, you know how i can do that please ? I have tried many things but no one work