Inbound emails from someone NOT apart of the HR Case

[Rob Sestito]

Hey there SN Comm!!

I am looking to see what (if at all), others might be doing when it comes to allowing people that do not have access to view a Case/are not part of a Case - to be able to email into a Case.

Example:

recently we had a Case that was for one person, and they were the Requestor and Subject Person and Opened By (because they emailed into the system). The assigned to person of this Case, needed to reach out to the Requestor's manager. They did so, via emailing them from the Case itself. The manager then replied to that email from the Case. However, since they are not apart of the Case, and not in any assignment group from the system, their reply never reached the actual Case. It was ignored.

I reached out to SN with a HI Case because I was confused at first. I thought that if someone gets emailed from the actual Case, they would be able to reply and their reply would be posted to the Case. SN however, said that since the person being emailed does not have access to the Case (or apart of the Case in any way), that they cannot post anything to the Case - which includes their emails.

I then as a test, added that manager to the watch list, reprocessed their email, and it was posted to the Case.

We do not want to make this a thing, where we keep adding people to watch list, just to allow them to reply back to a Case when they are not actually involved in the Case.

First, does anyone out there know of this issue/scenario? Second, if you know about this, has anyone built anything as a work around? Is there something that can be done for this?

My initial thought was to create an addition field that is like the watch list field, but tie NO Out going emails like the watch list does. The watch list currently sends out emails for work noted AND additional comments, which we do not want. Especially when it is with someone not technically involved in the Case. But just reached out for additional information.

Thanks in advance!

-Rob

[Rob Sestito]

Thanks Kiel! It all makes sense now that we have gone through so much, and seen what / how it needs to work. This was definitely throwing me off all day, with all the work we have been trying in order to get this to work through the ACL and Script Include.

I greatly appreciate all your help with this!

Cheers!

-Rob

[asifnoor]

Aha.. got your point. Thanks for the explanation. 

[Rob Sestito]

Yes! This was throwing me off more than I wanted to be! haha

All the advise, suggestions, and code you helped me with seemed like it should have been good to go!

I cannot thank you enough however, for everything you have helped me with here!

I sincerely appreciate everything!

Cheers!

-Rob

[jrusso]

Hi Rob.... I have had the issue and question, however, we never went as far as updating creating a new field and updating the BR.  Our HR Services team often reaches out to Tier 2/Tier3 users who are not set up as case management users or to managers, like in your situation.  We would love to create this functionality.  

Very interested to hear if it is successfully working once you complete your testing.

Thanks

john

[Rob Sestito · Accepted solution]

Hey John,

So yeah - seems like I needed to add the correct .addOrCondition line within the Restrict Query Business Rule. I tested with a few different tables that I am using this new field on within our HR Cases (COEs). Sure enough, each time I added the dummy account to the new field and sent my email in, the email posted. Once I removed the dummy account from the field, sent in another email, the email was blocked from being posted to the Case. It is a bit strange that the Business Rule would control all of that access, but I guess it does make sense when we really think about it. I was sure that I needed a new ACL, or at least had to modify an OOTB one (as provided by asifnoor). Then we went through also modifying the Include Script. But, turns out it was not needed. But I am glad we went through it, as I definitely learned a lot!

So, here is what was needed for the access:

Modify the OOTB Business Rule 'Restrict Query', with the new field I created (which is a List Field with a reference qualifier)

Here is my new field as a reference:

I hope this helps you, and anyone else - as this entire post has helped me!

Cheers!!

-Rob