Next Gen Help Desk - Primary Point of Contact

Summary:

Issue: An Employee John created a service request on behalf of Lisa and updated the Primary Point of Contact as Lisa. After submitting the request, it is still displayed in John queue as well as in Lisa queue. Both John and Lisa are having only the User role.

Expected: Only Lisa should able to see the SR considering she is the Primary point of contact.

To overcome, we have created a custom role which is copy of delivered role "Next Gen Human Resource Help Desk User" and added a Data security policy with Service request header with condition " Access the service request header for table SVC_SERVICE_REQUESTS where they are the primary contact of the HRHD service request".