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

View solution in original post

14 REPLIES 14

Kiel Sanders
ServiceNow Employee
ServiceNow Employee

Apologies for the late reply. I assume it's too late for a response to your original question but providing an answer for those that may be seeing this for the first time.

Variables would not be the answer here since the additional values being captured by the agent would be table fields. The Case creation service config field on the HR Service is what you would want to update to have fields dynamically appear on the case creation page based on the HR Service selected. You can read more on the Configure the HR case creation form for an HR service page in product docs.

Kiel Sanders
ServiceNow Employee
ServiceNow Employee

For anyone revisiting this post, the London release made reporting on these variables easier by adding a Questions formatter.  This formatter can be expanded to allow report writers to select the record producer and variables from that record producer that should be pulled into the HR Case report.

find_real_file.png

@Kiel Sanders  - I am able to pull in the Questions in Columns, but when I run the report I don't see the variables in the list view. Am I missing any role?

Kiel Sanders
ServiceNow Employee
ServiceNow Employee

Did you just pull in the Questions column or did you select the specific variables you need. When you click the Questions, click the button above the arrows in the screenshot to expand your options and select the appropriate variables.

Thanks for this @Kiel Sanders - is there any way to also use the variables in the condition builder of the report? It has the "Questions" column but doesn't seem to let you drill down

 

find_real_file.png