Help needed adding Templates to HR Agent Workspace

[Lauren S_]

Hi Community,

I've scoured product documentation, community posts, and googled galore- but I cannot seem to find a way to have Templates (HR Templates) visible in the Contextual Side panel within the HR Agent Workspace. Has anyone had luck attempting this?

I can add an action assignment that says "Templates" but just spins when I click on it. I can view Templates on tasks and incidents. I'm starting to think HR Templates cannot be set up for use within the HR Agent Workspace, but I don't understand any reason for that. My team relies heavily on templates and not having them accessible in the workspace is quite an inconvenience.

If anyone has any thoughts or suggestions, I would greatly appreciate it!

[Thiagofmeira]

Hi @Lauren S.,

I believe this is not available there, because the HR module works directly with templates. For each service you offer, you should already have a template configured.

When you click to create a new case, Servicenow will automatically try to find the template of that HR service and then apply it to the form.

You can see it on the HR service form.

It shounds maybe something in your customer process is not correct.

If anyways you want to show that option on the workspace, you can open any HR case on the workspace and access the following menu

There you can clone the global template menu for the workspace scope and it will be shouwn in your menu. But again, it sounds weird the system apply an HR template and after that the agent apply another template on top of the HR service Template.

[Vara_Pradeep]

Hi @Lauren S_ ,

Templates is not available by default in HR Agent Workspace contextual side panel.

If you are in need to use the templates in workspace as we use in UI16, then you can do so by either of the below ways

1)

• In the table 'sys_ux_screen' find the record with name 'Templates default'
• Either remove the value in the field Screen condition or update it to include the tables you need

2)

Alternatively you can use UX Screen conditions in the related lists

You can use the below script to get templates available in the contextual side panel by selecting Scriped Condition

(function evaluate(params) { 
	if (params.table === 'sn_hr_core_reminder') 
		return true; 
	var caseHierarchy = new GlideTableHierarchy('sn_hr_core_case'); 
	if 
		(caseHierarchy.getAllExtensions().indexOf(params.table)!= -1) 
		return true; 

	return false; 
})(inputProperties); 

[Muskan Dixit]

Hi, 

I am also trying to add "Templates" on Hr case record, i tried both the ways you mentioned above but its not working.

Any suggestion if any other step is required?

I am trying to add it on configurable HR workspace "Agent workspace for HR case management", any idea if anything different here?

Regards,

Muskan Dixit

[Vara_Pradeep]

Hi @Muskan Dixit ,

Before trying the below steps, I strongly suggest you first create a duplicate of the 'Case SRP' page and then do the below steps so that the OOB page will get future updates and you can get back to the OOB page when you have to.

Please try the below steps,

1. Open UI builder for HR agent workspace
2. Follow the steps in the attached screenshot to open the Template tab

3. Edit the hide tab option ( As of now the condition there makes templates visible only for the reminder table)

or

4) If 3rd point which is using bind data is not clear, then you can directly write a script to include other tables you want like this

/**
  * @param {params} params
  * @param {api} params.api
  * @param {TransformApiHelpers} params.helpers
  */
function evaluateProperty({api, helpers}) {
  if((api.context.props.table != "sn_hr_core_reminder") && 
     (api.context.props.table != "sn_hr_core_case") && 
     (api.context.props.table != "sn_hr_core_case_compensation") && 
     (api.context.props.table != "sn_hr_core_case_operations") && 
     (api.context.props.table != "sn_hr_core_case_talent_management") && 
     (api.context.props.table != "sn_hr_le_case"))
	return true;
}

Best Regards

Pradeep