Visibility of case details for subject person on the HR Portal - Kingston

[jayesh mohan2]

We are building a portal in which we want employee's managers to be able to submit catalog items on behalf of employees. Although managers are able to submit items, there is a problem with employees viewing details of the request on HR Portal.

In order to illustrate my question, I requested a 'General Inquiry' item which is available out of box in Employee Service Center.

1. I logged in as Barbara who is the manager of Abel and listed Abel Tuter as subject person. After I requested it, here's the view that Barbara sees case description, ask a question about the case, history and attachments

See Attachment 2

2. Then I logged in as Abel Tuter who is the subject person for this case. I was hoping to see Abel's view similar to Barbara's with case description, ask a question about the case, history and attachments. But it looks like Abel can only see short description of the case and assigned to.

See Attachment 1

Does anyone have an idea on how Abel can see the case view similar to what Barbara can see? The General Inquiry case configuration has 'Show Case to Subject person' option as true. Thank you.

[michaelj_sherid]

Hi Jayesh,

This most likely is due to the different views for the HR Service. In the HR Service Configuration (Kingston and beyond) you have an Opened for/ Approver View and a Subject Person / Task assignee view. These are the configurations that dictate what is shown on the Case (Ticket Page). These are easily configurable to add additional data points. These views are based on the role the employee has on the Case.

I hope this helps you.

Regards,

Mike

[jayesh mohan2]

Hi Mike,

Thanks for your response. I looked at the configuration for 'Default for subject person/task assigned to' and it does not seem like the controls for showing case description, comments and other blocks are available here. Below is a screenshot of the configuration. Please let me know if I am missing something.

[michaelj_sherid]

Those fields would be available on the Detail row (tab). You can look at the Opened For / Approver view and see the fields that view has available in each section. This is how you could have the same data elements show for each, if this is your use case.

[jayesh mohan2]

Hi Mike,

I checked the detail row tab too. All that has is the short description that shows at the top of the case. But it does not seem to have the controls for other page elements like Case Description, Ask a question about the case, History, Attachments.