Employee Relations Case Restriction - HR SD Agents can't see these Services when creating a Case.

[JeremyHoffman]

Hello!

We recently deployed the Employee Relations module. We set up 2 Case Restriction records to restrict who can see the cases...

The impact of this is that the HR Service Desk cannot see the Employee Relations Services when they are creating a case. Their work around is to go out to the Inquiry catalog and walk the Caller through submitting the case there or doing it for the caller. 

We tried to create a third Case Restriction record and uncheck the "Applies to all services" and then put in a condition to include the HR Services the HR Service Desk group should be able to see:

However, this did not work as expected. In thinking this through, the case technically isn't created yet, so they need to be able to see the Service in order to create the case.  

Is what we are looking to do possible?

Thanks in advance!

Jeremy

[michaelj_sherid · Accepted solution]

@JeremyHoffman The COE Security should have no impact on the creation of ER cases for the agents. It is my guess that the agent does not have the role to create ER Cases so they probably do not see the COE or the HR Services in the Case Create dialog. You may want to check this.

Regards,

Mike

[JeremyHoffman]

@michaelj_sherid, You are right, and maybe that is where I am not connecting all the dots. We have not tried to grant them the sn_hr_er_case_write role as we thought that would give them the ability to see all the cases. But now thinking this through, if we grant them the role, then the case restrictions would prevent them from seeing restricted cases because they are not in one of the groups in the case restriction config records. Am I correct with that logic?

Regards,

Jeremy

[michaelj_sherid]

@JeremyHoffman you are correct. If they have the ability to write via the er role, they are still limited based on the COE Security configurations that you have in place. 

Regards,

Mike