Leverage HR Service Case options for custom features to multiple HR Services

[Sai Anna]

Often we see the same requirement/feature for multiple HR Services. Some examples I've seen are 

1. Do not trigger SLA for the internal administration of HR Services.
2. Do not send Standard Notifications
3. Do not send Customer Satisfaction Survey
4. Cannot Transfer specific HR Service

Instead of hardcoding multiple HR Service id's in conditions or script logic. we can leverage HR Service case options to build a dynamic and scalable solution. 

Let's consider an example where a customer doesn't want to send standard HR Case notifications for multiple HR Services. Instead of hard coding those HR Services in Notification condition, we can create a new case option

Step 1: Create a new case option "Skip Standard Notifications"

Navigate to HR Service Options(sn_hr_core_service_option) list of records and create new record

Step 2: Select the required HR Service and add the newly created option to the case options field.

Step 3: Modify Notification condition

Here for condition, instead of writing condition as "HR Service is not Disciplinary Issue", let's use the newly created option

 HR Service.case options does not contain Skip Standard Notification

we can leverage these case options field in any script (Server/Client) logic and standard condition builders. when the customer requires the same feature for another HR Service all we need to do is add our case option to the new HR Service. HR Admins can also manage these options on any HR Services.

Thanks,

Sai Anna.

[Marty Bright]

Sai, 

Thanks for this information. Could you also give an example of how you could use the case options to prevent cases from being transferred to specific HR Services?

Thanks,

Marty

[Sai Anna]

Hi Mark,

I am sorry for the very late response. Unfortunately, this needs customization. 

1. Add a new case option " Not Transferrable".

2. on UI Page "Transfer Case". In HTML section, there is function call to retrieve HR Services for Subject person

var services = new sn_hr_core.hr_CaseCreation().getServicesForUser(subjectPerson || '', true);

Have a separate new function something like getServicesForCaseTransfer. This will include an additional query to not send services with the new case option "Not Transferrable".

Note: This will be in Skipped Records during the version upgrade as we touched the "Transfer Case" UI page.

[Bala14]

Is it possible to change the HR service in the case form? When acting as  HRAGENT?