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.) 

[Wessel van Enk]

Hi @robpresland,

There’s a Query Business Rule on the HR Case table that explicitly checks if the logged-in user is:

• The Opened By
• The Subject Person
• In the Watch List
• Or meets other predefined access conditions

Your custom field, however, is not included in this rule by default. So even though you've added it to the Standard Ticket Configuration and My Request Filters, the system doesn’t recognize it as a valid visibility condition unless you update the logic. Also, please check the ACL's if the Peers are allowed to read the case. 

So, if you modify the Restrict query BR to include your custom field and review the ACLs to ensure Peers can read the case, it should work.