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CRM 9.2: USERS CANNOT VIEW NOTE ATTACHMENTS CREATED BY OTHER USERS; Notes link is read-only (Doc ID 1955852.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

On : 9.2 version, File Attachments

ACTUAL BEHAVIOR
---------------
HR Helpdesk case that has been created by a user that was set to visible by all. Users are able to access the case in CRM, however, when they attempt to access the attachment that is attached to the case they cannot as the link is set to display only when they have update access to the page. The user that attached the file can view the file, but other users cannot access the file. No error messages.

The link to view attachments is "greyed" out/display only.

EXPECTED BEHAVIOR
-----------------------
The attachment link should not be greyed out.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a case and add an attachment. ...Make Employee Facing. Make the attachment visible to ALL also.
2. Login with another...and open the same case. Open the Note and the attachment is read only.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot open attachments.

Cause

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In this Document
Symptoms
Cause
Solution
References


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