ESC > My Requests - Missing sections for details comments attachements

Don Dom
Tera Contributor

Hello

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

DonDom_0-1702565740050.png

 

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

DonDom_3-1702566145458.png

 

 

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

DonDom_4-1702566180853.png

 

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

 

1 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.

SusanBritt_0-1702915010487.png

View solution in original post

5 REPLIES 5

Susan Britt
Mega Sage
Mega Sage

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.

SusanBritt_0-1702574449026.png

 

Hello Susan.

 

So I have a HR Service "Mandatory Training"

DonDom_0-1702894974303.png

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

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

DonDom_1-1702895184669.png

and this is what Maria see:

 

DonDom_2-1702895223320.png

 

 

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

 

DonDom_3-1702895290492.png

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

DonDom_4-1702895444406.png

Please advise 🙂 

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.

SusanBritt_0-1702915010487.png

Thank you so much ! Looks like works !