Employee Relations - Case lock functionality

[rrajagopal]

I need some help, please. Our Employee Relations team is planning to use SNOW for case management. I remember that in the HR Agent Workspace, someone with the HR ER confidential [sn_hr_er.confidential] role can lock or restrict a case. However, our ER person is not able to see this feature in the HR Agent Workspace. Is there a link or screenshot you can provide that shows this option? Our IT team verified that the person does have the 'sn_hr_er.confidential' role, so we're unsure why they cannot see the lock feature on the case. Please help.

[Wessel van Enk · Accepted solution]

Hi,

By default the option is available in the backend on the case table within a form section (see image). 
There is a True/False field where people can check if the case if confidential. But to have the same field on the Agent Workspace, you need to add the section and/or field to the Workspace view that u are using. By default the workspace view does not take the same view with fields from the backend. 

You can see more information on the confidential records here: Confidential records (servicenow.com)

[rrajagopal]

Thank you @Wessel van Enk 🙂

[amrithaanayak]

 hi @rrajagopal , Ensure that under case restriction configuration, the ability to restrict case is checked  and then you should see the UI action for restrict show up. If its the field on the case form, ensure that the field is added to the UIB view.