Opened for ,subject person, hr service not populating on the hr case form

[Community Alums]

Hello,

I facing one issue. I created HR service and the associated with the case template. When I create case as an admin, I am able to see the all the details on the form including HR service, opened for, short description, subject person. 

HOwever, when I impersonate another user with non admin role. I have given this user sn_hr_core.basic role. When I create case for the same hr Service none of the fields including hr service, opened for, subject person, short description populate on the form.

What should I do to solve this problem? Never seen such a problem. Please help

[Ankur Bawiskar]

Hi Shabnam,

Can you check how those values are auto-populated?

At dictionary level or onload client script etc?

Regards

Ankur

[Kiel Sanders]

As the impersonated user, can you select the values that were previously pre-populating as an admin user? I would assume it was an ACL issue as Ankur mentioned so this would be a good test to validate whether the values are visible to the user. The sn_hr_core.basic role should grant access the appropriate level of access unless the OOB roles have been modified.

If you are still experiencing issues, I would recommend creating a case in HI.

[Susan Britt]

Are you creating the cases the same way for both users (i.e. from the 'Create New Case' module); or are you using any catalog items?  

[Jonathan72]

If you are creating the case from the portal (record producer), you have to make sure you add this code "new sn_hr_core.hr_ServicesUtil(current, gs).createCaseFromProducer(producer, cat_item.sys_id);" in the script field for the record producer. 

That script is the one that fills the fields in the case creation. 

If it is from the backend, it will probably by an acl issue. 

[Ashok Antony1]

Could you check and confirm the following?

- Is this happening to any specific employee or ALL employees?

- Is this for a specific CoE or for all CoEs?