Visibility to HR case in Employee Center for additional users

[robpresland]

I want to show specific HR service cases to the opened by peers, so the peers can monitor these cases while the opened by is away.

If I add the peers to the Watch List of the case, update the Standard Ticket Configuration to include the watch list (dynamic is me), and the My Request Filters to include the watch list (dynamic is me), the peers can see the cases in My Requests in the Employee Center. This is great.

However, I would prefer to establish a custom field specifically for this purpose and not use the Watch List.

I added a custom list field on the case table called Peers, updated the Standard Ticket Configuration to include the Peers (dynamic is me), and the My Request Filters to include Peers (dynamic is me), just like I did for the watch list, but this does not work. The peers cannot see the case.

What is the difference between the watch list and the custom Peers field? Is there a configuration i missed?

(I did not update the hr_portal_util script include to update the header on the ESC ticket page, but it works despite not making this change when using the watch list. I will update the script include when I get this working with my custom field.) 

[_Gaurav]

Hi @robpresland 
There is a query business rule 'Restrict query' written on the HR Case table which allows the user to access the cases based on the conditions like:

1. If the logged-in user is in the watchlist
2. If the user is opened by/opened for
3. and many more.........

You need to update this BR to make the cases available for the peers.

Please mark this answer as helpful if this resolves your query.
Thanks!

[robpresland]

Thanks _Gaurav. I did as you said but it did not resolve the issue. The case is still not visible in My Requests for the peer. Do you have any other suggestions on what might need to change?

[_Gaurav]

Hi @robpresland 
If possible, can you share the configuration you made changes to in the BR? 

Because only the query BR and ACL are responsible for the visibility of the cases.

Thanks!