Created a new COE - Unexpected Behavior

[Ryan Harringto1]

Hello everyone, hopefully someone out there knows the answer to these questions....

Background: 

We had a need to create a custom COE in our HRSD application within our Kingston instance. This is a brand new instance so we have nothing to worry about in terms of old configurations. We spun up a Kingston instance and activated the HR plugins, that's it.

What was done: 

So, in order to create the new custom COE we followed ServiceNow's directions based on their documentation (the note at the bottom here: https://docs.servicenow.com/bundle/kingston-hr-service-delivery/page/product/human-resources/task/t_...)

Now, this worked for the most part, and we didn't notice that it didn't work entirely for awhile. The new COE was created, we have built services and templates and record producers all related to this and tested a lot of case creations. No problem.

Issues we've found so far: 

It appears that there are a number of things that are functioning differently than the out-of-box COEs...

1.) Delete button showing on case form

So is one thing we noticed... On all case forms EXCEPT where the COE is our new custom one extended from the base table, the delete button will only show up for users with the admin or hradmin role. So on our case forms with our custom COE, the delete button is showing when it shouldn't.

(issue-1.png)

2.)

Worknotes entered from the case form are not saving into the activity log on all cases in this custom COE. Even worse, they are actually populating the caller chat window on the portal with the work notes allowing these work notes to be customer visible. Huge issue here. All other COE's function properly EXCEPT for this custom COE.

(issue-2.png)

3.)

Finally, on the custom COE case forms sometimes a random list of tasks show up even though they are no where to be found on the form layout, design, or related lists.

(issue-3.png)

4.)

We've only noted these 3 issues so far but we just started noticing these differences between out-of-box COE and custom created COE today. I predict there are more out there we haven't found yet.

My Questions: 

Here are a list of questions I have....

Why does my custom COE behave differently than the rest when all the documentation says I have to do is extend the base case table? Am I missing certain steps involved with a custom COE creation?

Have any of you experienced a similar scenario when creating and using a custom COE?

Any advice on how to remediate these issues, specifically issue #2 (biggest issue right now)?

Any help would be greatly appreciated, thanks for taking the time to read this.

[philipbool]

Re #1, when you created the custom table for the new COE, the default ACL's will give Delete permissions to the "user" role created.  Update the delete ACL for that table to be HR Admins or Admins only.