How to prevent the 2 steps when opening a new HR case frmo the HR agent workspace

[AgatheL]

Hi Experts,

in the HR agent workspace we would like to remove the 2 steps creation as in Agent workspace for hr case management where when we open a new case we only have one single form.

Would anyone know how ?

Thanks you

Agathe

[Shaikh Mzhar]

Hi @AgatheL 

To remove the two-step creation process in the HR Agent Workspace and create a single form for new cases, you can follow these steps:

1. Navigate to the HR Service Delivery application in ServiceNow.

2. Open the "Case Settings" record.

3. Scroll down to the "Advanced" section and select "Case Form UI Policy".

4. Click "New" to create a new UI Policy.

5. In the "UI Policy" form, set the "Table" field to "sn_hr_core_case".

6. Set the "UI Type" field to "Advanced".

7. Under the "UI Policy Actions" section, click "Add Action".

8. Set the "Action" field to "Hide".

9. Set the "Field" field to "sn_hr_core_case.caller_id".

10. Click "Submit" to save the UI Policy.

After following these steps, when a new case is created in the HR Agent Workspace, the two-step creation process will be removed and a single form will be displayed without the "Caller" field.

Please mark helpful to remove from unanswered question.

[AgatheL · Accepted solution]

Hi Shaikh,

Many thanks for your answer.

I discovered that I could just add "sys_id=-1" in the url to avoid the 2 steps creation

https://xxxx.service-now.com/nav_to.do?uri=sn_hr_core_case.do?sys_id=-1

Many thanks

Kind regadrs

Agathe

[Vidhyavathi Kot]

Hi  AgatheL

When I Click "New" Button in agent workspace for HR Case Management need to remove 2 step verification I just need to display HR form as below:

Can you please suggest where I need to edit URL for this.