Inbound emails from someone NOT apart of the HR Case

Rob Sestito · ‎04-10-2019

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 · ‎04-16-2019

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

View solution in original post

Rob Sestito · ‎04-13-2019

Hey Kiel,

Hope your weekend is going well!

I went into the BR 'Restrict Query' you referred me to, to check out the script it was using.

Am I correct (since I will still have to adjust this BR), in saying that whichever new field I create for this access, I would add that field value as an 'addOrCondition' check?

Cheers!

-Rob

asifnoor · ‎04-13-2019

This BR only restricts the view to the list. the OOB SN ACL is actually doing the restriction of not allowing the udpate.

Yes, you can create a field similar to watchlist and can add the users to that list, but i doubt if that works, considering that the ACL still restricts the user to access. You still need to give access to that case for those users

Mark the comment as a correct answer/helpful if it helps.

Rob Sestito · ‎04-13-2019

Would I need to do so through both ACL and BR to allow that access?

Thanks,

-Rob

asifnoor · ‎04-13-2019

Updating ACL is enought to get that case updated from inbound action.

If you want that user to also view the case on the system, then BR also needs to be modified. The restrict query BR restricts the display of the list.

Mark the comment as a correct answer/helpful if it helps.

Rob Sestito · ‎04-13-2019

Thanks for your reply - I will give this a shot and keep this question post, posted.

-Rob