Adding Variable Details when creating a case on the backend

[Karen16]

Hi,
We have several portal forms to create cases in HRSD. However, when you create a case on the backend instead of the portal, the variables do not get added to the details tab on the case created. Because of this, our users do not have the option to add the data from a phone in for which they create a case that you would normally retrieve from the user on the portal form. Has anyone come up with a easy way to add the form variables when adding an HRSD case without modifying the OOB code for case creation?
Thanks,
Karen

[Gireesh Krishna]

We faced the same issue during the implementation phase. I dont know whether there is any solution for this issue. But the workaround we used was that we asked our HR Operations team to use the Portal (instead of back-end) to create HR cases if a record producer / catalog item is available for any request. We added the option to show the "Opened For" field also in the Portal so that the HR Operations team can update that field correctly while submitting the HR cases. For us, all the email notifications are sent to the "Opened For" person and hence we had to make this modification also in the portal.

[Anila Chalisse1]

Hi,

Did you get any solution for this? Or any work arounds?