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CRM 9.2 - Employee Able To Access Internal Exclude Case Contact Using My Cases In Employee Self Services (Doc ID 2311581.1)

Last updated on APRIL 04, 2019

Applies to:

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


CRM HR Helpdesk SelfService 9.2, PUM 13, Tools : 8.55.16

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".


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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