Assigned To person unable to see Cases assigned to them

[Rob Sestito]

Hello Community,

I am going to try and explain this the best way I can, in hopes that someone will be able to follow and maybe lend some knowledge.

The following has all been done in Non-Production Instance, so this is not urgent.

Recently, my upper management has gone through the Assignment Groups and their users and wanted me to update a few things. I had to create a couple of new groups, as well as add child groups to a parent group.

Everything has been modified correctly as far as I know - the system, from what I could see, even added / deleted certain roles per user and per child group.

For example purposes:

Parent Group (above all, is HR)

Child Group to that: HR Employee Relations

Child Group to that (making Employee Relations a Parent): HR Employee Relations Corporate

I see that HR Employee Relations Corporate has inherited two roles; HR_Basic and Employee_Relations

so in my mind, any user within the Corp group should be able to see cases with the category and subcategory that go along with Employee Relations.

I added the users from HR Employee Relations to HR Employee Relations Corporate - and now, (testing with one user in that group) the user is unable to see certain Sub Categories from the Category in relation to Employee Relations. They can see some, but not all subcategories from Employee Relations.

I just can't seem to figure out what is making this happen. Not sure if this makes sense to anyone and if anyone is able to shed some light on the issue.

Thanks in advance everyone!

-Rob

[Kalaiarasan Pus · Accepted solution]

Have you checked the read ACL of the table? Also, how do you currently populate the fields? Via any script? Are you doing a gliderecord to fetch those values? If yes, can you move that to a script include and do GlideAjax instead if you are doing that in client script currently?

[Rob Sestito]

Thanks for your reply Kalaiarasan,

I feel this may be going too deep as before I created new groups, and moved the user to the new group, they were able to see all categories and subcategories, when a case was assigned to them when in their previous group. When creating a child group, shouldn't the child group inherit all "things" related to parent group?

And I believe these are all just gliderecord to fetch values as there is no script added to any of the categories.

Thanks,

-Rob

[chaitu5]

In HR Module there are few predefined HR templates are present.So from that template it will automatically assign a particular case to assignment group, assigned_to and skills based on the values which has been defined in the templates.So verify the same.

Thanks,

Sravanthi.Y