How to restrict HR agents from reopening closed HR cases?

Vasu ch
Kilo Sage

‎10-07-2024 04:32 AM

Hi,

I have a requirement that if a HR case is closed complete then HR agents should not reopen it. Only HR Admins should be able to reopen them. This is a common requirement. Do we have any OOB setup for this or do I need to create ACL?

 
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4 REPLIES 4

palanikumar
Mega Sage

‎10-07-2024 05:07 AM

You can set the Re Open button visible only for Admins

Thank you,
Palani
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Vasu ch
Kilo Sage
In response to palanikumar

‎10-08-2024 03:53 AM

But agents can still able to edit the state field. I believe we can do this using an ACL but I want to understand is there any OOB setup for this requirement as its very common case.

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Marcel Hopp
Tera Contributor

‎10-17-2024 11:12 PM

@Vasu ch you need to configure it by your own as there is no OOTB setup for this.

 

Marcel

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aryanjain25
Giga Guru

‎10-18-2024 12:18 AM

Hi @Vasu ch , 

 

To restrict the reopening of HR cases to only HR Admins when they are marked as “Closed Complete,” you can implement a Business Rule.

 

Here is a sample script:

 

if (current.state.changes() && current.state == 'Closed Complete' && !gs.hasRole('sn_hr_core.hr_admin')) {
    gs.addErrorMessage("You are not authorized to reopen this case.");
    current.setAbortAction(true);
}

 

I would appreciate if you can mark this response as correct or helpful if it assisted you with your question.

 

Thanks,

Aryan Jain

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