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Only Help Desk Agents Can View Attachments In SRs. What would cause Employees not to view their own attachments? (Doc ID 2769176.1)

Last updated on MAY 06, 2022

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version and later
Information in this document applies to any platform.


Qn1:On : version, Service Request

Only Help Desk Agent can view attachments in the HR Help Desk SR. What would cause Employees not to view their own attachments from same SR?


The issue can be reproduced at will with the following steps:

1. Agent creates SR on behalf of Employee. Employee is the Primary Point of Contact on SR.
2. Agents upload attachment to SR.
3. Employee logs in, opens same SR but cannot see attachment.

The issue has the following business impact:
Due to this issue, Employees cannot view attachments. Employees are not able to answer service requests from their Help Desk system if SR has no attachment.



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