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.

[vanessai]

We actually noticed the same issue yesterday, would be interested in understanding how to have the subject person have access to the case in the service portal.  We are also on Kingston.

[jayesh mohan2]

@vanessai

Thanks for confirming that you are experiencing the issue as well. I am trying with ServiceNow customer support as well, so far haven't found a solution.

[vanessai]

Hello Jayesh,

I found out that this can be updated in the HR Service record.  In the record, there is a checkbox ‘Show case to subject person’ (see attached).  *Note, it would have to be set up for each HR Service level, which makes sense as you likely don't want this set for each service such as those that require extreme confidentiality.  I have not had our system admin attempt this yet so I have not been able to test this myself, however, hope this is useful to you.

Thanks!

Vanessa

[jayesh mohan2]

Hi Vanessai,

I had tried this out earlier before creating this post. But the 'Show case to subject person' does not show Case Description, Ask a question about this case, History and Attachments. It only shows the case short description and the number which does not help the subject person to interact with HR fulfillers. You can see that the Opened for has more elements in the Case detailed view page than the subject person.

Subject person view:

Opened for view:

[Diogo Marques 1]

Hi 🙂

Has anyone managed to find a solution to this problem?

Thank you,

Diogo Marques Lourenço