Restricted ER cases: the requester loses access but keeps getting notifications they can’t act on
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 hours ago
Hi, Community
In HRSD Employee Relations, restricting a case removes the requester’s access — yet the notifications, including the resolution notice and the request to accept the resolution, keep going to that same requester.
I’ve raised this with both ServiceNow Support and the Impact team. To their credit the answer wasn’t simply “by design”: I was told these are high-confidentiality cases, so access is narrowed to the minimum necessary.
But I don’t find that convincing.
As far as I can confirm, an ER case doesn’t expose investigation content to the requester even without restriction — they only see the case number, what they submitted themselves, and additional comments; work notes never surface. If the sensitive material never reaches them in the first place, “we must cut their access to protect confidentiality” rests on a premise that doesn’t hold.
And even granting it, the real question goes unanswered: if this person should no longer have access to the case, why does the platform keep notifying them about it?
From the requester’s side: they get “Your case is resolved — please review and accept,” click the link, land on the portal, and are told they have no access. They can’t accept. They can’t even tell what case it is. The predictable result is a complaint. For a platform whose central promise is employee experience, I can’t see how this holds together.
To be clear, I know I can add a “not restricted” condition and might suppress the notifications. That isn’t the point. The point is whether this is the intended OOTB behavior and what the reasoning is — because “it’s complex, we’ll work around it” is not something I can put in front of my product owner and process owner without losing their trust.
So:
- Does anyone know the design intent?
- Is there an official position, or any roadmap to change it?
- If you’ve hit this, how did you reconcile it — not just technically, but in what you told your stakeholders?
I’m not here to pile on. I want the reasoning behind “by design,” because right now I can’t give it to the people relying on me to have it.
