Tips on HR Agent Workspace Field Layout?

[CHS_GGB]

Hello.  When our end users need help from the HR Department, they fill out Record Producers.  Most of the fields/answers entered get crammed into the Long Description of the resulting Case Record.  The problem we have is that first, the HR Agents need to use a scrollbar to scroll down to Description field.  And then in that field they need to use another scrollbar to scroll down farther to see all the individual field/answers.  It's very cumbersome.  It looks like this:

Does anyone have any HR Agent Workspace layout tips, or Workspace Layout tips in general, on how we can present a lot more information without taking up so much screen real estate?

It would be great to have visual example.  Thank you!!

[Abhishek Pal · Accepted solution]

Hi @CHS_GGB ,

The best approach is to optimize the HR Case Workspace form rather than increasing the Description field height through CSS or DOM manipulation.

Recommended layout:

Header:
HR Service | State | Priority | Assigned to

Request Details:
Short description
Description - full-width field

Case Management:
Opened for | Subject person
Category | Subcategory
Assignment group | Assigned to
Opened | Opened by

Additional Information:
Escalation
Collaborators
Watch list
Other low-use fields

Activity:
Keep Comments, Work notes, Email, and record history in the existing right-side Activity panel.

Configuration steps:

1. Open an HR Case record.

2. Select:

Configure > Form Builder

3. Select the form view:

Workspace UIB

4. Create a section named:

Request Details

5. Place Short description and Description at the top of the form.

6. Configure the Description field in a one-column section so it uses the full available width.

7. Move routing and assignment fields into a separate two-column section.

8. Move rarely used fields such as Collaborators, Watch list, and Escalation into an Additional Information section.

9. Configure service-specific fields on the appropriate HR COE child table instead of putting every field on the base HR Case form.

10. Test the layout with the actual HR agent roles and different screen resolutions.

For the Record Producer answers, avoid placing every important answer only inside the Description field.

For information that agents regularly use for routing, reporting, automation, or SLA decisions, map the Record Producer variable to an appropriate HR Case field using:

Map to field

or, when required, the Record Producer script:

current.u_field_name = producer.variable_name;

Only create dedicated fields for operationally important information. Keep supporting or narrative answers in the Description.

If your release includes the At a Glance panel, move employee information such as department, manager, employee ID, email, and phone into that panel. This reduces duplication on the main HR Case form.

I would avoid:

- Increasing the field height using CSS
- Manipulating the Workspace DOM
- Modifying OOB Workspace components
- Cloning the complete OOB HR Case record page only for this requirement
- Adding the same editable field to multiple sections

If the form configuration is still insufficient, the next option is to create a controlled UI Builder page variant for the HR Case record page. That should only be considered after optimizing the Workspace UIB form view because it introduces additional upgrade and maintenance responsibility.

The recommended first solution is therefore:

Workspace UIB form view
-> Request Details at the top
-> Description displayed full width
-> Operational fields grouped separately
-> Low-use fields moved lower
-> Employee data displayed in At a Glance
-> Important Record Producer answers mapped to structured fields

This will reduce scrolling without introducing an upgrade-sensitive Workspace customization.

Hope this helps!

If this response helped, please mark it as Helpful.
If it resolves your issue, please Accept it as Solution.

Kind Regards,
Abhishek Pal

[CHS_GGB]

For the rich_text field specifically, I learned that I can get it to automatically expand, by changing two properties.

1)  Global system property.

  Name:  glide.ui.html.editor.v5.enabled_plugins

  Additional Value:  autoresize

2)  Dictionary attribute on table sn_hr_core_case, field rich_description.

  Additional Attribute: editor.plugins=autoresize

    (Note the s after plugins, NOT the singular plugin)

[CHS_GGB]

I also learned that in scope "Agent Workspace for HR Case Management", by going to a case in the Platform UI (not Agent Workspace), and then opening up "Configure - Form Builder", and changing the view to "Workspace UIB"... if I then "Detach" the form section containing only the description and rich_description fields, then our users can COLLAPSE the top section by just clicking on it, and then the bottom section will "rise up" and be more accessible.  So that may help some of you also.