ECRM - Internal Visibility Attachments Are Appearing To An Employee In Employee Self Service

(Doc ID 2372474.1)

Last updated on MAY 02, 2018

Applies to:

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

Symptoms

 ISSUE

---------------------

When add a note with attachment and visibility is internal for note and
attachment as well and save the case and case visibility is External.
When an employee search for a case using my cases, its appearing in result ,
when click on case then showing the notes and attachments.
The attachment is appearing even though its internal visibility.

 

STEPS

----------------

Create a case with case visibility as external, note visibility as All, and
attachment visibility as Internal

Log in as SS user and open the same case, the note is visible which is
correct, however the attachment is also visible although it was set as
Internal by the agent

 

Changes

 

Cause

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