Agent Workspace for HR Case Management - Agent can add an approval

Rob Sestito · ‎11-10-2022

Hello SN Comm Team!

I seem to be having an issue with the Agent Can Add An Approval for the Agent Workspace for HR Case Management. It seems to not be consistent in my PDI - and a client's instance.

We just upgraded to Tokyo and Agent Workspace for HR Case Management plugin was installed. I have been able to add the Case Option to HR Services.

In my PDI, maybe a week ago or so. I demoed this option just fine. The Add An Approval was there for me to select, I filled out the fields needed, submitted it, and then had the option to view the approvers. Shortly after my PDI was having issues so I reset it, but installed everything again. Now, I see the option to add an approval to a case while using Agent Workspace for HR Case Management. However, then I am missing the approvers tab to see them like I did before.

In the client's instance, the option to add an approval from Agent Workspace for HR Case Management does not show up at all. It is however, on the case form as a related link on the platform form.

It seems random and inconsistent. Does anyone know if there are any issues with this feature? Or, am I somehow missing something additional that needs to happen to use this feature on Agent Workspace for HR Case Management?

Thank you in advance,

-Rob

michaelj_sherid · ‎11-21-2022

Hi @Rob Sestito . I am unsure why the instance that is on Tokyo is unable to see the case option, but should be available. I can attest that once the case option is available on the HR Service the agent should be able to see the Add an Approver option on the workspace menu drop down. Once added, they should be able to see the approvers tab. This may be a case where you have the Approvers tab under the "More" menu due to spacing (as seen below).

I hope this helps.

Regards,

Mike

Rob Sestito · ‎11-22-2022

Hey @michaelj_sherid

Yeah, I am baffled myself. I ended up creating a case to SN on the HI Portal. They came back quick with a solution they thought would work for my client's instance.

They recommended checking the Workspace true/false fields for Form button and Format for Configurable Workspace -

Which I do not agree with, and for a couple of reasons:

As they also explained, if we go with their option then this will now make this feature customized. Which then means SN will no longer own it for future upgrades (I explained that, that does not make sense seeing that this is an OOTB feature and works just fine in my PDI and company's Demo Instances with NO modifications. Therefore, what is the issue here in the client's instance....)
I went into the instance with the suggested modification. I saw that the button was now on the agent workspace form. I clicked it... Nothing happened - which made me think that the UI is not calling any script / function. That bothered me a bit because that meant that the SN Rep that made this suggestion from the HI Portal ticket did not test their modification

My PDI shows it correctly and I did nothing but install the agent plugin in and add the case option to a few services.

I rejected the solution to the HI ticket last week, and I am waiting for a response to this. I really just did not agree with the solution making our client now own this OOTB feature based off a true/false field thinking it had to be changed to true. Just did not make sense to me.

Thank you for responding!

-Rob

michaelj_sherid · ‎12-14-2022

@Rob Sestito Are you still seeing this issue? Just checking back.

Regards,

Mike

Rob Sestito · ‎12-15-2022

Hey @michaelj_sherid - Yes, I have an ongoing HI Case with SN. They have come to see that something broke between Tokyo Patch 1 and Patch 1b. They created a couple of their own PDIs with on being on Patch 1 (just like my PDI) and another on Patch 1b (just like the client's instance), and sure enough Patch 1 instance worked as normal OOTB while Patch 1b did not.

I was also asked if I tried repairing the plugin 'Agent Workspace for HR Case Management', to which replied yes. That was one of the first things I attempted after hitting this issue.

Just now with the SN HI Case, it was stated that they played around with the roles in their Patch 1b and got the UI Action to display. When they attempted the same thing in the client's instance however, it still did not work (did not display).

So they are not bringing in SMEs to help investigate the issue.

Thank you,

-Rob