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?

[Community Alums]

It worked. Thank you @sbritt

[Community Alums]

Hi Susan,

 Thanks for all the help so far.

I need some help in the same story. After configuration in "My Request Filter" the case is visible for both "Opened by" & "Opened For" on the portal but when "opened by" views the case it is missing some info as stated below.

When 'Opened For' views the HR Request from "My Request" tab. The "Opened for, Subject person and watchlist" information is shown as can be seen from the below screenshot

But when "Opened By" views the HR Request from the "My Request" tab that same information is not visible as can be seen from the below screenshot

 

 Is there a place to configure this too as the requirement is to have consistency across all service portal ticket page irrespective of who views the Requests.  

Appreciate any help regarding this too.

Thanks & Regards,

Yasmeen

[Susan Britt]

Hi Yasmeen,

The look of the page for the users is determined in the Standard Ticket Configuration.  The header is determined by the view on the HR Service Configuration (e.g., "Opened for / Approver view" value).  Unfortunately, Opened By is not one of the users that we can define that header view for OOB.

[Community Alums]

Hi Susan,

Thanks for the reply.

If its not available OOB, is there a way to customize and achieve it. If possible, then what would be the risk of such customization?

Any guidance on it would be appreciated.

Best Regards,

Yasmeen