At a glance section is not showing for interaction records in HR configurable workspace

gvk · ‎10-11-2023

Hi All,

I am trying to migrate from Agent workspace to HR configurable workspace. But, during the configuration steps I am having few difficulties and can't find any documentation related to the configuration steps. In the previous Agent workspace we didn't made any customization so we thought all the features exists in previous agent workspace will be enabled in Configurable workspace. But, looks like it is not the caseFor HR cases, at a glance section is showing correctly . For interactions, I see that it is active when checked from UI Builder page but it is not showing when user accessing the record. Same is observed with HR tasks also.

Please help me with the steps to make 'At a glance' section visible all the time for interactions in HR configurable workspace

michaelj_sherid · ‎10-11-2023

That is the record page, but you mentioned your interaction was not showing the contact details. I see that you are opening an existing interaction so that does use the At a Glance. It seems that some data is missing and this is why you can remove the hide conditions and the section shows as loading. The key will be to understand why you are not meeting the condition. This is driven from a script include so it is my assumption you need to look there. The first thing I would check is to see if you have any Application Restricted Caller Access records that are NOT at the status of "allowed". It could be as easy as this since that object leverages the hr_atAGlanceUIBUtils script include.

Regards,

Mike

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michaelj_sherid · ‎10-11-2023

@gvk That would be more of a heavier lift since the subject person is not the subject of the task so the At a Glance is not readily available. This is just one click away (by clicking on the details of the parent case in the HR Task), so I would think would yield the benefits. Remember that an HR Task can be a child of an ER case so you have to think about the security. I may have access to the HR Task, but not the parent so in some cases you would want to limit access. I am just thinking of the bigger picture where a configuration like this would need conditions on when to show or not show the At a Glance based on the parent record. With that said, the script include would have to have the logic to have a separate data element that would show the At a Glance for the parent case Subject Person when it is an HR Task, which may be more difficult to achieve.

Regards,

Mike

gvk · ‎10-12-2023

Thank you for the explanation.

lawrencemgann · ‎04-03-2024

Good afternoon @michaelj_sherid and @gvk -- I'm trying to achieve this just for the HR Case view. That is, I'd like at a glance on the HR Case form to reflect the subject_person details, not opened_for.

Can you please share which script include / UI Builder element you edited to achieve this? I've been looking at both and can't seem to locate where the opened_for is actually delivered to the at a glance / contact card.

michaelj_sherid · ‎04-03-2024

@lawrencemgann Out of the box the Subject person is the one populated in the At a Glance. I have an image below showing this on the HR Case in the Configurable Workspace (Agent Workspace for HR Case Mgmt.)

lawrencemgann · ‎04-03-2024

@michaelj_sherid Very strange -- this is the behavior in our legacy workspace, but not in configurable workspace. Should I raise a ticket for NOW support?

I'm currently watching your Oct 23 tips and tricks video by the way -- thank you!