Creating an HR case from an IT Incident

[Robert_Card]

Has anyone been able to add a UI action on the Incident form to create an HR Case from the Incident?  We have done it the other way around, but have not found a way to get from Incident to HR Case.  We recently went live with a new HCM system that is being supported by HR, but our IT organization is getting a lot of the questions and there is not an easy way to transfer these to an HR Case OOTB.  Thanks!

[sachin_namjoshi]

See solution below

https://community.servicenow.com/community?id=community_blog&sys_id=15950317dbdc48545129a851ca9619a9

Regards,

Sachin

[Robert_Card]

Thank you for the response!  it looks like that is just creating an incident from an HR Case which we are doing already, but we are trying to pass an IT Incident back to HR as a case in our usecase.

[Sai Anna]

Hi Robert,

There are various ways we can solve this. I have done two ways in the past

1. Create UI action on the Incident table, where Fulfillers on-demand clicks on a button to create HR Case from Incident

2. Have an "HR" specific group, when the Incident is assigned to the HR group, Business Rule auto-creates HR Case and relates to current Incident.

I have attached the sample function, you can use it as a reference. Let me know if you need additional help.

Thanks,

Sai Anna.

[Marty Bright]

Robert, We used a flow to create a HR case from an incident. The flow is triggered by a ui action on the incident form, a "Transfer to HR Case" button. The button sets a (custom) hidden field on the incident to true which triggers the flow. From the flow, you can transfer the incident fields to the new case, update the incident status and close it.