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,

It looks like you're ending up with all the right people in the most important fields (opened for, subject, etc), and have a genuine need to expose the cases on the portal to the Opened by user anyway.

As I previously mentioned you can achieve that without changing the Widget, by modifying the Standard ticket configuration records for each COE you are using.

To do this, navigate to the "Standard Ticket Configuration" menu, and select one of the records which begins with sn_hr_core_case.

You should see a number of related "Tab Configuration" records at the bottom of the page. It is these tab configuration records that you will need to amend.

For instance, on the sn_hr_core_case table, the tab "Approvers" has a condition which means that it only shows for the Opened for. You can alter it to look like this:-

I'd recommend trying this with a single COE/table first, and testing. If that does what you need, you can then alter the records for all the other COE tables too.

Hope that helps!

Rich.

[Sabrina10]

Thank you both for the answer.  I knew it had to be something configurable and couldn't get to the right place!

[Anisse Mahtat]

Hi @Rich Smith  , 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

[Community Alums]

Hi,

I updated the "Standard Ticket Configuration" as mentioned by Rick Smith and HR Case details is visible to Opened By too. But this Case detail is available only once when the case is created, later 'Opened By' cannot see this submitted request from the "My Requests" tab. 

Documentation state that the HR ticket page can be viewed by only: the person that the HR request was opened for, the person that is the subject of the request, any task assignees, and any approvers. 

Is there a way to make Opened By to access HR ticket page from "My Requests" tab too so he can see this submitted request later on the portal.

Thanks,

Yasmeen

[Susan Britt]

Hi Yasmeen,

The visibility of cases from My Requests is controlled by the "My Request Filter" module under Service Catalog.  You can update the filter (e.g., HR Cases Open) to include Opened by is dynamic Me.