Error message on case creation in Agent Workspace for Human Resources

[Suzanne H]

I am receiving an error message when trying to create a case on one HR table from Agent Workspace for HR.

.service-now.com/now/hr/agent/case-creation-page/-1_uid_1

The Description field is not visible on the creation page for the Talent Management table but it is visible on the other tables. I haven't found anything making Description field mandatory and I'm able to leave the field blank when creating a case on all other HR Tables. Description(description) is on nav/ui/classic/params/target/sn_hr_core_config_case_creation.do. Also, I've added it to the case form in Form Builder but that doesn't solve the creation page issue.

Error message:

Alert level: critical.

Please contact the admin. The following fields need to be added to default view of HR Case: description

Has anyone else experienced this or know what is causing it?

[amm4]

Hi @Suzanne H , 

I am facing the same issue with AWS. Could you please let me know if we have a resolution for this?

Regards,

AMM

[Arun65]

Hi @Suzanne H @amm4 ,
Even I have faced this issue for our custom Workspace view . I have connected with ServiceNow people the have suggested me to add the required field on the Default view. i have tried there solution and its working perfectly fine.
Please try to add the field on the default workspace view from the form layout .
Mark as helpful it it works fine 

[harshkumbhani]

Hello @Arun65,
Could you please provide steps to navigate to the Default Workspace view? I am facing similar issue in the HR Agent Workspace while creating a new Case. I want to implement your solution by adding the fields to the default workspace view. 
Thank you 🙂 

[Rob Sestito]

Hey @Suzanne H -

Just to confirm, this error is wrapped around 'Description (description)' and not 'Description (rich_description)'?

Just wanted to bring that up, as the 'Description' field has been replaced with the newer 'rich_description' field. So, I am wondering if that could be the issue. That you may have to go through each COE form under the Workspace UIB view, and make sure the correct 'Description' field is being used.

But for the Case Creation page, is the using the proper 'Description' field as well? We ran into this type of error somewhat recently with a client's new implementation of HRSD. Where the Case Creation Configuration page showed the older (description) field and not the (rich_description) field (which was being used by all COE form views.

When this part here was using the older (description) field, we received errors AND the Create Case button would become greyed out. It was very odd - but that is where we landed as an issue.

Not sure if this helps or will apply for you. But I hope it does or at least, can be removed as a possible issue you are facing.

Cheers,

-Rob