There are different ways to create a record on behalf of an employee for HR Agents. Agents can create a record in the back end using one of the HR Services available in the Case creation page. However, if this is associated with a record Producer, the variables won’t be created so we cannot capture the specific data in a structured way.
The purpose of this article is to show how the HR agents could open a record producer from Agent Workspace, without the need to navigate through the Employee Center portal. This way the required information would be captured in the structured variables.
SCENARIO: In an onboarding process, Manager is leaving the company. A change in manager request must be submitted, however Manager has already left. HR ops will initiate the change.
OPTION 1: From HR onboarding case click in Agent Assist and search for the change in manager request (this is a new HR service that has been created for this example).
Configuration required to show Catalog Items in HR Agent Workspace for lifecycle event cases:
1. Go to contextual search > Table Configuration and find the Related Search Results [sn_hr_le_case]
2. Notice the searcher is HR Knowledge Base Search which has a searcher of Knowledge Only.
3. Change the Searcher to knowledge and Catalog. Or create a new Search Context if you do not want show Catalog results for the tables already using the current search context.
Now you should be able to search for the catalog from the HR Agent workspace and order it.
*You can restrict the results to only HR articles or HR catalogue Items with Resource configurations
OPTION 2: If this is a recurrent change that is related to a particular HR service, you could Create an UI Action for the specific HR service that opens the catalog in Agent Workspace.
Configuration Required (based on this documentation😞
1. Create a new UI action for Agent Workspace, select the table, conditions and options you want for your Action:
2. Use the following as the Workspace Client Script (do not forget to add the sys_id of the record producer you want to open to the line number 16):
function onClick() {
var result = g_form.submit('sysverb_ws_save');
if (!result) { // failed form submission
return;
}
result.then(function() {
var params = {};
params.sysparm_parent_table = "sn_hr_le_case";
params.sysparm_parent_sys_id = g_form.getUniqueValue();
g_service_catalog.openCatalogItem('sc_cat_item', 'sys_id', '-1', params); //Replace sys_id paramater with the sys_id value of the catalogue item you want to open using this UI action.
});
}
3. Save the record.
Now you will be able to open the Change in Manger (or any other record producer) from Agent workspace clicking in your button:
