Hi All, we are setting up the portal to allowing users to submit on-behalf of someone else. Examples, manager are able to help their employee to submit a request in the ESC. In this case, the manager will be the Opened for and the employee will be the Subject Person. Besides, the employee (Subject Person) can view the following request's details (E.g. The case Description) from their My Request screen.
In the HR Service Configuration, we had setup the Subject person/Task assignee view to "Default for subject person/task assigned to" (refer 1.png) and we also had added the Description under the Detail row tab (refer 2.png). But the HR case Description is still not showing for the Subject Person in the ESC (refer 3.png).
What can be done to fix this? Thank you.
Hey @Chunho -
Are you sure that you are using the correct "Description" field?
The older style is still hanging around as a selection, and we would want to be sure to select the correct one.
Double check that you have selected the 'rich_description' field, and not the 'description' field.
When I select the 'description' field, nothing shows up, but when I select the 'rich_description', the information is there.
Double check that, and let me know if that was the issue on your end. If not, we can keep digging.
Cheers,
-Rob
*p.s. Please don't forget to mark a reply as Helpful or Correct when appropriate*
