Adding topic details and topic category on case creation configuration page

[kartikey]

Hi Everyone,

Is there a way to add Topic detail and topic category on the HR case creation configuration page, based on my selection of topic detail and category i want the HR services to show up (which are related to those topic detail and category).
i directly added the fields to the case creation configuration (sn_hr_core_config_case_creation) but irrespective of my selection of those values , it shows HR services purely based on COE selected.
is it possible to do so?

[michaelj_sherid]

@kartikey There are 2 different areas for the case creation, the one in the native UI requires you to make a copy of the case_creation UI page and use that to include the fields and requirements to make those selections functional. The other is within the case creation page within the UI builder (for Agent Workspace for HR Case Mgmt.). The fields can be added via UI builder but you will have to configure the supporting objects like UX Client Scripts and Data Resources to support your requirements.

Regards,

Mike

[kartikey]

Hi @michaelj_sherid , can't we add the fields on sn_hr_core_config_case_creation like this:

and then add some client script or business rule on it?

 
regards,
Kartikey

[michaelj_sherid]

@kartikey This will not work on the configurable workspace if you try using a business rule. 

Regards,

Mike

[Patrick Thomas]

The solution here is that HR Services should be grouped by Topic Detail OOTB when creating a case from the Workspace.  

eg. If I configure Talent Management (OOTB) with a Topic Detail called "Work Visas" (OOTB), why doesn't the Workspace reflect this when creating a case?

Otherwise, you are forcing bad behavior when proposing solutions to customers (eg. Create a custom COE called Work Visas).  You've created a 3 tier system, but skip the middle tier in the UX/UI.