Why is work notes list collector not available for HR Case users

[Jeff77]

Perhaps I'm missing something obvious and this is detailed/documented somewhere....but HR users (i.e. users with roles such as hr.ROLE_HR_CASE_WRITER) don't have permissions to add users to the list collector field Work notes list if it is added to the form.  There are read and write ACLs on the HR Case tables allowing users to read and write Work notes on cases....but they cannot add users to the work notes list LC (I'm assuming this is because HR Case tables extend Task table which has ACLs on work notes list field requiring itil role).  Is this by design for some reason? (We're on Utah if this has changed in later versions).  
Thanks in advance for feedback.  

[Sumanth16]

Hi @Jeff77 ,

Please refer  to below thread:

https://www.servicenow.com/community/developer-forum/work-notes-field-not-visible/m-p/2168181

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

[Jeff77]

Thank you for the reply Sumanth, this does indicate why it is happening (due to Task table extension), however I don't think this answers my question. The work_notes field on the hr_case* tables does have an ACL tied to it that provides access. This is a delivered ACL that was added in 2019.  the description reads: "All Human Resources basic users can edit work notes, in any phase of the service management lifecycle, including after the HR Case is closed", and it uses the script below to allow access:

answer = false;
if (!new hr_CoreUtils().impersonateCheck()) {
	var roles = new hr_Utils();
	
	if (roles.checkUserHasRole(hr.ROLE_HR_CASE_WRITER))
		answer = true;
}

But while HR Case management users can read and write work_notes (per the field ACLs listed above), they cannot add users to a work_notes_list list collector.   My question is whether there is a reason that HR Case users cannot add users to a work_notes_list list collector?  

[James Chun · Accepted solution]

Hi @Jeff77,

I can say it's the same in the Washington release as well.

My only explanation is it's done by design due to the security/privacy nature of HR Cases.

Plus, this may interfere with the COE Security configuration as well.

I wouldn't recommend creating a custom ACL but have you considered using the 'Collaborators' instead?

Cheers

[Jeff77]

Thanks James.  Yes, some of our HR and Payroll folks use Collaborators, and I was definitely going to ensure that collaborators are also included by default in work notes messages, but wanted to understand reasoning behind not allowing work_notes_list updates but yet allowing work notes.  Makes sense and we will include in our decisions. 

Jeff