Incorrect flowName page is called when accessing a help desk request assigned to another agent

Summary:

We have found that when an Agent access a service request that has been assigned to one of the agents (not agent manager) – the ‘employee flow’ page is invoked, and not the ‘agent flow’. https://****-test.fa.ocs.oraclecloud.com/fscmUI/redwood/helpdesk/edit-hrhd?flowName=employee&srNumber=HRHD000XXX

Our agents should have full access to all SRs. The data security policy on the agent role is set on Service Request Header (Data Resource) with condition ‘Access the service request header for table SVC_SERVICE_REQUESTS where the HRHD service request is assigned to a queue that they or their subordinate is a member of’