Please help -Variables from the request HR Case are not populated on the HR Case in Agent Workspace

[Danielle10]

Good day!

Variables from the request HR Case are not populated on the HR Case in  Agent Workspace for HR Case Management under the Variables section (variable formatter). I have filled out the record producer but once I go to the HR workspace and open the HR Case, the description has the variables and the data I input but under the Variables Section, the fields are empty. 

Thank you for the help!

[YaswanthKurre]

Hi @Danielle10 ,

1. Check if the variables appear in the classic UI but not in Agent Workspace. If so, it's likely a view or formatter issue.
2. Use the "Show XML" option on the HR Case to verify if the variables are present in the backend.
3. Ensure the record producer is correctly linked to the HR Case and not just creating a standalone record.
4. Also, look at UI policies or client script that are acting on that target record and automatically clearing variables.

Mark this as helpful and correct if this helps you.

Thanks,

Yaswanth

[Ankur Bawiskar]

@Danielle10 

is this happening for record producer for only 1 HR Case target table or for all?

Is it showing up in native in variable formatter?

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