ESC > My Requests - Missing sections for details comments attachements

[Don Dom]

Hello

I have a service set as "Show case to subject person"

When I open a case as SW person for NADJA in ESC I see "activity" attachments comments all this BLUE section:

Then I impersonate Nadja and I do not see BLUE section at all:

I checked my PDI and it works normally. Subject person see all.

In this instance the service set as "Show case to subject person" is set ok.

So where is the issue? Where to dig please?

Cheers

[Susan Britt]

Hi Don,

The Standard Ticket Configuration is what controls what tabs are visible to who.  Check there for your case table/COE to see if you have different visibility for those tabs.  OOB, it's normally only for Opened for and Approvers.  You can update the Visible conditions to include Subject Person is dynamic Me.

[Don Dom]

Hello Susan.

So I have a HR Service "Mandatory Training"

I agree with you that OOTB is for "opened for and Approvers"

This is what is seen by person who opened this case:

and this is what Maria see:

When I go in to the "Standard Ticket Creation" I see it's already configured as you said:

so what and where I need to configure that maria got more details in her screen ?

Please advise 🙂 

[Susan Britt · Accepted solution]

If you want the Subject person to see the same things as the Opened for, you can modify the applicable tabs' (e.g., Activity, Attachments, Additional Details) visible conditions to include the Subject person.

[Don Dom]

Thank you so much ! Looks like works !