HR cases not visible

[ram109]

agent not able to view other group HR cases?

He can only view the cases that he is a part of the group

He need to view other group HR cases 

please suggest

[Ankur Bawiskar]

Hi,

check if any of these is restricting

1) query BR on that table

OR

2) table level READ ACL

Regards
Ankur

[Monika13]

Hi Ram,

Can you check if there is any restrictions added to HR service? 

CoE security rules allows us to restrict case visibility by HR service rather then assignment group level. 

https://docs.servicenow.com/bundle/quebec-employee-service-management/page/product/human-resources/task/hr-create-coe-security-policy.html

[John Zhang1]

HR agent role is sn_hr_core.basic, which allow HR agent to review all HR cases.  Please ensure your agent has this hr role.

The following posts can help you too:

Difference between sn_hr_core.basic and sn_hr_core.manager

Please review HR roles installed on this ServiceNow documents:

Components installed with Case and Knowledge Management

[Sagar Agarwal]

Hi Ram,

Based on your input, I am assuming Agents have a correct role as they can access cases assigned to their group.

As for other cases, you need to check the below configuration to see if access to other cases is limited by any one of them.

1. COE security Configuration (HR Administration > COE Security configuration)

You may need to disable some.

2. ACL 

Check if there is an ACL both on the core case table or any other COE table to see if any ACL is limiting Agent access

3. Query Business rule

See if there is a query type of BR on either core case or any other COE that is limiting access to cases based on user group membership

4. List filter (a bit on the basic side)

Check if the case list has a filter on the user group (dynamic = oneOfMyGroup). if a filter is in hard configuration the Agents would not be able to remove it and now able to access cases from other groups until they have case numbers and do a global search or use a direct link.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,

Sagar