CRM - Internal Case Notes Getting Visible On Self -Service Page.

(Doc ID 2311762.1)

Last updated on SEPTEMBER 27, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms

On : 9.2 version, Other

ISSUE
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Internal case notes getting visible on Self -Service page.

If an employee is in Self Service (Main Menu > ESS > Search Case) case details and a HR person is looking at the same case ( Main Menu > Helpdesk > Search Case) and the manager goes to add a note they get the 'conflict' error and when clicked 'OK' , then the Internal notes become visible on self service.
It again disappears when page is refreshed.

 
STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. employee is in Self Service (Main Menu > ESS > Search Case) case details
2. the manager goes to add a note they get the 'conflict' error and when clicked 'OK
he Internal notes become visible on self service


Cause

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