How to start HR Case in Ready state instead of Draft State?

[G24]

Hello.  When our agents use the HR Agent Workspace to create cases, like this:

They want for the case to go immediately into a Ready state.  They do not want to see "Draft" at all as a state option.

I tried setting "Inactive = true" to the "Draft" record in the Choice List under the HR Case table, State field, like this:

...but that was not sufficient.

Cases are still going into a Draft state upon creation.

Can someone please tell me exactly where/how to navigate to wherever I can change this?

Thank you!

[Shruti · Accepted solution]

Hi,

Navigate to System Definition -> Dictionary

Open the dictionary entry and go to dictionary overrides related list

Update default value to 10

[Ankur Bawiskar]

@G24 

2 ways to handle

1) see if any dictionary override is there for Case table for State field and update the default value there

OR

2) you can use before insert business rule to set state as Ready

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @G24 

I understand that you want to move the case to the Ready state, but it’s important to remember that the Draft state has a purpose—this is why it was introduced in HRC cases.

Draft means the case has not been fully raised yet and may still require the user to add more details.
Ready means the case is complete and ready to be worked on.

By moving the case directly to Ready, you are essentially bypassing a step, which could cause issues if the assigned team member doesn’t receive the necessary information that is usually captured during the Draft stage.

So, before making this change, please consider whether skipping this foundational step is a good idea or if it might cause problems later.

https://www.servicenow.com/docs/bundle/xanadu-employee-service-management/page/product/human-resourc...