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.