Hi,
Requirement of our customer, using cases in customer service (v9.0.2, using UI):
- Certain users have a sensitive security role ("Security Officer", let's say).
- Certain cases are handled by customer care agents ("Customer Service Employee" security role). They sometimes have to involve a security officer, so the case is assigned to a security officer.
- The security officer mostly uses the timeline to start inbound and outbound communication.
- In some cases but not always, some e-mails are necessary for the SO to be logged on the case timeline, but they contain sensitive information that can only be viewed by other security officers and should be hidden from everyone else. Meaning: they would like to have some sort of "Sensitive information" bool on their e-mail form.
I'm not sure how to tackle this. What I thought I could do was:
- Add a "sensitive" switch on the e-mail form. This is an easy one, I just added field level security to this switch so only SO's can edit this.
- I thought I'd add a JS that dynamically hides all fields when the "Sensitive information" option is set to true.
This isn't ideal, because no one likes a blank page :) Moreover, I'd have to start fidgeting with the Timeline as well, and I'm pretty sure you could just retrieve this information through the activity view or an advanced find. That would cause some serious grief.
Anyone ever encountered a similar issue? Is there another way I could tackle this, without needing to resort to custom plugins? I'd like to explore a non-custom route, first. Thanks!
