Changing the auto-populated value of HR Case Short Description

shegde · ‎01-16-2018

Maybe I'm missing something simple in terms of configuration, but how can I change the auto-populated value of the Case Short Description? Right now it's filling in the format "<Service name> Case For <Opened For user>".

How/where is this value set? I can't find it in the Business Rules, so am I correct in assuming that this is in the script includes?

Michael Fry1 · ‎01-16-2018

Correct. The script include is named hr_ServicesUtil, and it's calling the function: createCaseFromProducer

You can replace that line with what you need, like the example your provided or if you have a lot of record producers, you can create a new script includes that will generate it for you, like what comes out of the box.

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Sandeep69 · ‎05-20-2021

Micheal is right but to be precise.

There is a Script Include hr_ServicesUtil eing called from record producer. But the short description field is not set directly by hr_ServicesUtil. It is set by another script include hr_CaseUtils called by the previous one.

So if you need to set opened_for, priority, short_description, 'description' for an HR case,

hr_CaseUtils is exactly where you need to look for.

This is the part of the script that set short description.

this._case.short_description = gs.getMessage("{0} case for {1}", [ serviceName, this._case.subject_person.name ]);

Naveed2 · ‎03-16-2022

I will not recommend to customers customizing either of these records since they are both very important to how the system work and they generally get modified often in upgrades. I would probably write a business rule for a specific hr service to change the short description on the insert, so it would display the Record Producer Name + any field you want to attach.