Watchlist user unable to view opened for, assigned to and watch list on Standard Ticket Page - HR

Nicole Solarz
Tera Contributor

‎08-29-2023 08:54 AM

We started using the standard ticket page for HR a few months ago and have found that our watch list users can't see the case header information like "opened for", "assigned to" and watch list". Is there a way to update their view to add this information? Ideally, for a certain case type, we'd like those on the watch list to be able to add others if needed. 

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Susan Britt
Mega Sage
Mega Sage

‎08-29-2023 11:06 AM

Hi Nicole,

 

OOB the watch list does not have access to see the case.  They only get notifications about the case comments.  If you want them to be given access to the case, you will need to override the default security.  Despite the Request Filter or Standard Ticket Configuration, they don't have read access to the HR Case table and fields.  

msedlacek
Tera Contributor
In response to Susan Britt

‎03-31-2025 10:21 AM

Would you be able to summarize which ACL permissions to override? I am attempting to change this also and I am not having any luck, from the case tables.