Are custom fields the only way if agent wants to create HR Case directly via workspace

[joanmarisse]

So our client wants specific HR Services to be submitted only via workspace, however, she have so many fields she wish to see in the HR Case form when creating the case. Note that this is not available in the portal, are custom fields the only way to do this?

Does ServiceNow have an official Best practice documentation for this? 

[Max Dore]

If the fields exist on the HR Case form, then they can be added to the Case Creation Configuration page for HR Agents to see when creating the page.

If the fields do not exist and that data must be used for reporting, then they would be custom.

If they don't need reporting, then it is mostly likely that using the out of the box description field is enough to save that data and not create custom fields.

[Joan Marisse Pa]

Hello, Thank you for the reply, so they won't have the option like forms in Portal (via record producer) for inputting since massive custom fields are not encouraged. Does ServiceNow have a documentation on the best practice for this? Because it is misleading that you can create a Case via workspace but it won't give you the same look and feel as to when creating a case via portal. I mean you can replicate it but it will take massive custom fields per COE table which I believe is not encouraged due to licensing implications as well.

[Max Dore]

Hi @Joan Marisse Pa 

A Record Producer does not use Fields for questions, it uses Variables. This is an important distinction. You can have many variables on a Record Producer and not effect any licensing. Of course, they need to be organized and only be present if really needed for the case, otherwise it may deter employees from filling out so much information as well as other downsides. All the data collected in the Variables will be entered automatically in the HR Case's Description field upon case creation.

If an employee should be submitting it then it should be on your portal and not for HR Agents to fill it out on-behalf of the employee.

[Joan Marisse Pa]

Hello, Yes, but what about for HR forms, in scenarios that HR wants to utilize submission of cases in the Workspace NOT in the portal, does that mean we will have to create custom fields?