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You have an existing ITSM customer who is now implementing HR Enterprise. In UAT, they discovered that a new button on the HR case, created using the Link Generator application, is not displaying the appropriate web page. Instead, they get a Page Not Found error. You have verified that the Link configuration and script are both accurate. What else must be done to allow the Link to work?
When implementing HRSD in an environment with existing ITSM configurations, the Restricted Caller Access (RCA) mechanism is often the cause of 'Page Not Found' or access errors for cross-scope features like the Link Generator. Because the Link Generator may attempt to access resources across application scopes, the platform requires an explicit 'Allowed' status in the RCA table to permit the operation. Even if the script and link configuration are technically perfect, the security layer will block the call if it is seen as an unauthorized cross-scope request. Setting the status to Allowed on the associated record within the Application Restricted Caller Access list white-lists the interaction, enabling the button to correctly resolve the external or cross-scope URL without violating the security boundaries of the HR Scoped Application.
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