HR Helpdesk Self Service gives Employee Access To Restricted Cases (Doc ID 2049509.1)

Last updated on AUGUST 28, 2015

Applies to:

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


In HR For Help Desk Self-Service, Previous/Next button shows Cases to the Case employee when Case Visibility is set to "Internal, exclude Case Contact".


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

1. Log in as VP1

2. Navigate to Employee Self service, HR Help Desk, add about 6 cases

3. Navigate to Help Desk > Search cases, open 3 of those cases and set the Case Visibility to 'Internal, Exclude Contact'

4. Navigate to Employee Self service, HR Help Desk, Find Cases, 3 cases (external) show in the list, which is correct.

5. Open Case 220963, Click Next Case, Click Next Case again, and next Case again. The Internal cases are opened as well, which is not correct.

These 3 internal cases should not be displayed when the employee was navigating via Previous/Next buttons on the Self Service Case page.



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