3745318 - How to Capture an “Involved Employee” in a Case Without Granting Case Visibility in Self-Service

• Customer wants to:
  • Capture an involved or accused employee in a Case (e.g., “Regarding Employee Name”)
  • Ensure that this employee:
    • Does not have visibility to the case created against them
    • Is maintained only for reference, audit, or compliance purposes
• When attempting to use the standard “Reported By” field:
  • The field is automatically defaulted to the case creator
  • Manual changes are not retained
  • The field becomes read-only after save or session refresh
  • The field behaves inconsistently in Self-Service scenarios
• As a result:
  • The customer is unable to store a separate involved employee
  • The requirement to capture an employee without granting access cannot be achieved using the standard field

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0
• Self-Service (End User Case Creation)

reported by field, self-service portal, case creation, field disabled, field not available, reported by not editable, create case screen, duplicate case, duplicate ticket, close duplicate, case consolidation, service portal, reported by field disabled, portal case creation, reported by unavailable, ESM, V2, Version 2, Enterprise Service Management, Reporter, Affected User, Employee, Reported By, Field, Unavailable, Field Missing, Field Unavailable, Self Service, Case, Case Creation, Case Creation Screen, Creation Screen, Self-Service, Access Control, Reported By, Extension Field, Employee OVS, Case Management, Data Privacy, Involved Employee, Affected User, Employee Role, Case Visibility, SAP Service Cloud V2, SAP Sales Cloud V2, Business Partner, Determination Logic, Custom Field, OVS Reuse, Feature Flag, Authorization Control, Sensitive Cases  , KBA , CEC-CRM-SELF , ESM support for Self-Service module , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem