Notes Flagged as Internal is Visible in Employee Self-Service (Doc ID 1923706.1)

Last updated on MARCH 09, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Employee Self Service - Version 9.2 and later
Information in this document applies to any platform.

Symptoms


ACTUAL BEHAVIOR
---------------
Notes flagged as internal appears to the employees when using Self Service appliction.

EXPECTED BEHAVIOR
-----------------------
Notes with the internal flag should only be visible to internal users of the app and not visible to all helpdesk employee users.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Go to HD Case and create a note
2. Mark the note as internal
3. The note is visible and be viewed by employees.

BUSINESS IMPACT
-----------------------

Data should be secure and employees should only be able to see notes that are meant for them to see and not those that are flagged as internal or private.

Cause

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