Display variables from record producer on HR case (scoped)

Steven G_
Tera Expert

Hi Team,

Does anyone know how variables are displayed on HR case operational now? I am migrating my record producers from the global scope to the new HR scope, when I create the recod from the record prodcuer none of the variables tranfer over. When I look at the form layout there are no variables options anymore. Anyone else run into this?

1 ACCEPTED SOLUTION

Kiel Sanders
ServiceNow Employee
ServiceNow Employee

Hi Steven



The Variable Editor was removed from the scoped HR application in favor of the COE and Services functionality that was introduced in Istanbul.   The COE tables are extensions of HR Case for the different Centers of Excellence within HR (ex: Employee Relations).   This allows users to create COE specific fields directly on the appropriate case table without cluttering the other tables with irrelevant fields.   This approach eliminates the issues of reporting on variables and adding them to list views.   This also ensures that functionality such as fillable PDFs, notifications, and lifecycle events can easily leverage the data captured on the requested forms.



Below are instructions on the recommended way to handle variable data in the scoped HR app.



  1. Create the table columns representing the variables that need to be captured directly to the appropriate COE table (ex: "Disciplinary issue reasons" on the   [sn_hr_core_case_relations] table).
  2. Create/update the variables on the record producer to map the variable value to the appropriate table column.
    find_real_file.png
  3. Update the "Service table fields" on the HR Service to show/hide the necessary fields relevant to the service.find_real_file.png

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Additional details on HR Services and setup can be found on the HR Services for Case and Knowledge Management section within our product documentation.   We are also working on updating this page to add additional details related to the configuration of HR Services.


Hi Kiel,



can you also do this with Variable sets?


These fields do not work within Variable Sets out of the box.   The Field selector associated to the Map to Field functionality is dependent on the record producer table, which is not applicable for Variable Sets.   If you modify the client script used to display the Map to Field field, you'll still have issues with the Fields drop-down not populating correctly.   This functionality is shared across the platform with record producer variables so it wouldn't be recommended to modify the behavior either.


find_real_file.png


Hi @Kiel Sanders ,

We have similar requirement to show record producer variables on the Case creation form available in the Native view ( Create New Case)  for HR agents . Here is the use case .

  • HR Agents receive a call from employee about a question.
  • While on the call the HR agent asks for employee name/ number and enters it in Search for employee field.This will fill up the Employee information automatically.
  • Next they select the HR Service while on the call and it should show up the fields what are available on the Record producers with some dependent variables .

This way the HR agents can easily create the required case while they are on call with employee. Please let me know how can we achieve this,