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?

[zuz_zuz_zuz]

Hey @Suzanne H ! Did you manage to solve the issue? I have the same problem for HR Benefits Cases and work_notes field.

[Community Alums]

Hey @Suzanne H ,

I'm facing the same issue, the error message asks to add the field (custom one) to the HR Case default view. However that field only exist in the ER case table (sn_hr_er_case).

Happens only when the 'P&C Service' field is populated before the 'COE' field. Populate the 'COE' first will not display the message. Worked fine in Washington but not in Yokohama version so must be an upgrade issue.

This is configured in the 'Case Creation Service Configuration', this custom field will show when the specific HR Service is selected. I guess when the 'P&C Service' is populated, this configuration tries to display the field to the form (sn_hr_core_case) before the correct COE is found (sn_hr_er_case).

Any suggestion?

[Community Alums]

Mine is solved from ServiceNow solution that I have to update the HR workspace plugin to the latest version.

[arijtis]

Does upgrading the plugin will solve the issue if we have created a custom field?

[Arun65]

Yes i have raise a Hi case, they provided me the solution It should resolve your issue