HRSM Core Case AWA - When sn_hr_core.impersonateCheck is set to 'true' sn_hr_core_case work assignment is automatically rejected with reason 'No access' - Known Error

HRSM Core Case AWA - When sn_hr_core.impersonateCheck is set to 'true' sn_hr_core_case work assignment is automatically rejected with reason 'No access' Description AWA does an impersonate check to see if a case can be assigned to an agent. If the Impersonate check property is true, the ACL for reading hr case returns false due to the impersonation, resulting in cases being denied assignment to agents (who are not impersonating)

Steps to Reproduce

Reproducible in Paris Patch 7 and track/hr (rome)

Setup: Install plugins 1. HR core 2. Advanced Work Assignment for HRSD 3. Human Resources Scoped App: Workspace

Turn off HR matching rules Turn off HR assignment rules

Make sure you have AWA setup correctly by starting with "sn_hr_core.impersonateCheck" false (OOB value) and making sure that AWA works fine by doing the following: 1. Remove everyone but roger.seid from the HR group so that no one else will be eligible for the AWA assignment NOTE: the OOB HR AWA setup uses the group "HR", not the group "HR Tier 1", so make sure that your test agent is in HR. 2. Make sure that Roger has roles: awa_agent, sn_hr_core.case_writer 3. Make sure that Roger does not have any role which permits have to bypass the ACL in question (i.e., "admin") 4. Login directly as Roger 5. Have Roger go to HR Agent Workspace 6. Click on the "inbox" on at the top left 7. Change status from Offline to Available

In a different browser, have any user create a General Inquiry case (in any manner -- ESC, legacy Create New Case, etc.) On the HR workspace tab as Roger, underneath the status of "available", you should see this new case show, along with "accept" and "reject" buttons

If you can make the above work, you are ready to reproduce the issue.

1. Find property sn_hr_core.impersonateCheck and set to 'true'. This property's interaction with Read ACL on the table makes it so that if a user is impersonating, ACLs will evaluate to false. 2. Flush the cache if you needed to change that property 3. Follow the steps from above 4. Note that when the case is created, it does not show for Roger in his inbox. 5. Notice in awa_work_item, it will indicate that the item was 'Rejected'. 6. Check table awa_work_item_rejection and notice that Rejection reason is set as 'No access'

Workaround This issue has been fixed. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.