Employee Relations Summary Report - Not Including All Sections of the Case

Alianna
Mega Contributor

3 weeks ago

Hello,

 

I'm testing the Summary Report functionality within the Employee Relations module, and it does not currently include the following, even when they are included on the case record: 

Case attachments
Interview records
Evidence records
Emails sent from the case
Subcategory
Custom ER case fields

 

How can we get these to show up on the Summary Report? Without these included the report seems to be incomplete as it's missing such important parts of the case.

 

 

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sachinvic
Giga Guru

3 weeks ago - last edited 3 weeks ago

@Alianna 

 

Hi Alianna,

The Summary Report is template-driven, so the missing sections are likely not a limitation of the ER case itself but of the Document Template being used for the report.

 

Check the template configured for Summary Report and verify whether it includes the required ER data.

For example:

  • Case fields / custom ER fields >>  map the required case fields in the template.
  • Interviews / Evidence >> these are separate related records, so they need to be included through the appropriate related data in the template rather than expecting them to appear automatically.
  • Case attachments >> verify whether the requirement is to include the attachment itself or only attachment information. These are handled differently.
  • Emails sent from the case >> check whether the required email/activity data is available to the template.
  • Subcategory >> include the corresponding case field in the template.

ServiceNow's documentation confirms that the Summary Report is generated from a Document Template, and the generated PDF contains the case details defined by that template.


FYR: https://www.servicenow.com/docs/r/employee-service-management/agent-workspace-for-hr-case-management...


So the recommended approach is:

C3.png

 

Note: First test this with a copy of the OOTB template rather than modifying the OOTB template directly.

 

Helpful? Please mark the response as Accepted Solution ✅ and close the thread — it helps others find the solution faster.

 

Regards,
Sachinvic
✨ArchX Certified | 16x ServiceNow AI MVP

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