Collaborator cannot see responses when SR is created by an agent

Hello Experts,

We are facing an issue in Oracle HCM Cloud – HR Help Desk (HRHD).

When an HR Help Desk agent creates a Service Request for a collaborator:

• The collaborator is set as Primary Point of Contact.
• However, the collaborator cannot see the responses or updates made by the agent in the Service Request form.

When the collaborator creates the request themselves, everything works fine and they can see all responses.

We want the collaborator to always see responses, even when an agent creates the request on their behalf.

Thank you in advance for your guidance!

Katia