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Support Article

Unable to create Case from interaction with ABAC Write enabled

SA-76564

Summary



Unable to create a Service case from an Interaction case when the Attribute-based access control (ABAC) Read policy fails though the Write access is enabled.


Error Messages



You are not authorized to open instance XXX** Access Control Policy denied access for class  XXX-XXX and action  Open.


Steps to Reproduce

  1. Enable ABAC restrictions.
  2. Create an Access Control policy with only Read restrictions for a specific case type.
  3. Enable the Write access.
  4. Open an Interaction case which is at the Triage stage.
  5. Create a Service case from this Interaction case.


Root Cause



Service case is created; however, it is not linked to the Interaction case. The pzCreateCaseFromInteraction activity invoked the pxLinkAttachmentToCase. In the pxLinkAttachmentToCase activity, the first step is to open (Obj-Open) the case to verify if it is a valid case. As a result, the ABAC read is evaluated. Since, the ABAC Read condition is not satisfied, error displays on the screen.


Resolution



Perform the following local-change:
  1. Save As the pzCreateCaseFromInteractionCase activity to a different name.
  2. Call the linkAttachments instead of pxLinkAttachmentstoCase which does not perform the Obj-Open.
  3. Call pzCreateCaseFromInteractionCase from the pyCreateCaseFromTriage activity.
BUG-437424 has been raised for this issue.

Published April 2, 2019 - Updated October 8, 2020

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