Variable summarizer not showing in Employee Center for tickets created via native UI

[gej00m]

We have set up a variable summarizer under the standard ticket configuration. We notice the variable summarizer only shows up when the ticket is created from the EC itself, not when a ticket is created for the user from the back-end, native UI. Anyone knows how I would be able to fix this? This happens for HRSD.

[Jared Spears2]

The variable summarizer pulls data from the question_answer table. These records are created when submitting a record producer/catalog item from a portal/EC.

I discovered this when I submitted an HR Case from the portal and navigated to the same case on the agent view to a mapped field. My changes in the mapped field did not reflect when viewing the HR Case on the Standard Ticket page. I changed the entry in the question_answer table and then it was reflected in the HR Case Variable Summarizer.

I hope this helps.

[gej00m]

Hye @Jared Spears2 ,

Thank you for the explanation! 

I'm not sure if i'm following 100%. As it doesnt insert a new record in the question_answer table, it doesnt populate the summarizer. Were you able to solve this? 

Thanks a lot

[315846]

Were you able to solve this? 

[gejoom]

No, I don't think it's possible for HRSD. We did succeed to get the description field from the native UI to employee center, which practically solves the issue.