Accessing system records

During your work with BMC HR Case Management  you might encounter problems accessing the following  system records:

• • Problems accessing cases
  • Problems accessing solutions
  • Related topics

Problems accessing cases

All Case Masters have access to all cases in the system.  Case permissions for other users (Standard Users and Standard Administrators) are displayed in a Case form, Case Access tab.  By default, assigned individuals, users belonging to the assigned group, case submitter, case requester, and on behalf of user have access a case.

If an Standard User or Standard Administrator cannot find cases in the Cases console, verify:

1. The user belongs to the assigned group defined in the case he is searching for. The assignment group defined in the case the user is searching for must be available in the user profiles. If not, modify the user profile, or the case details appropriately.

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1. Open the user profile.
   1. Navigate to Case Login > Permissions and Groups.
   2. Expand the Assignment group, and review the assignment groups.
      
2. Open the case the user is searching for.
   1. Open the Case Details tab.
   2. Review the Assigned Group.
      

1. The user who is trying to find the case, is available in the case form,  Case Access tab.  If not, modify the user profile, or the case details appropriately.

Click here to view the details...

1. Open the case the user is searching for.

   1. Open the Case Access tab.
   2. Review the available user group, and users.

   

Problems accessing solutions

Only users (Standard Administrators and Standard Masters) that belong to the Data Group defined in the solution form have access to these solutions in the Solutions console.

Only Standard Administrators and Standard Masters that belong to the group selected on the Access tab,  in the solution form,  have permissions to map the solution to cases. 

 

If a Standard User, Standard Administrator, or Standard Master cannot find a solution in the Case Type list when working with a case:

• They do not belong to a group defined on the Access tab, in the solution form, or
• The solution status is Inactive.

The user who has access to the solution, needs to:

• Modify the data group
• Modify the access permissions to the solution in its Access tab
• Change the status of the solution to active.

Related topics

Roles-and-permissions

Modifying-case-access

Restricting access to solutions