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]

The workspace is a different UI and for different purposes so it will not resemble your portal's UI. For case submission from the workspace please see my first answer. If that data must be reported on then you would need to create the field on that CEO and add it to the case creation form if it must be entered on Case creation. If it doesn't need to be on case creation then leave it out and only have it on the Case form (sn_hr_core_case_coe_name). If it's not needed for reporting then you don't need extra fields, the data will appear in the OOTB Description field for the Agents to see.