Flow Designer - Create task for HR Case

[SC4]

Hi. This is what I am trying to achieve.

• User opens a HR Case through portal
• Manager approves
• After the approval, the user gets a new task related to the case, where he needs to add more information.
• HR Case and related task are updated with the new information
• HR Case manager recieves this new information and closes the HR Case.

Through the Flow Designer I cant create a Catalog Task.

I was able to do something with the HR Service Configuration, changed Fullfilment to Service Activity and added a task. I had to create a separate HR Service Configuration so that the task only shows different fields.

But when the user submite the new information, instead of updating the task, it creates a new one.

How can I achieve this?

[SC4]

That fixed the manager issue, thanks.

Still, when the user updates the task, instead of updating the case, it creates a new case.

[amaradiswamy]

Okay, How currently the information added into HR task is getting copied to HR Case (I mean through Business rule or any server side script etc.,?). If yes, then we might need to look at the business rules on HR task table as out of the box a new case will not gets created unless you selected a Child HR service type task in service activities?

[SC4]

It's through a script on the record producer.

EDIT: Sorry, it doesnt have a Child HR service, it has a Child Task Template.

[amaradiswamy]

Record producer script will work only during the insert of case record.

Can you please share the screenshots of test records to understand the exact issue?

[SC4]

1 - User opens a case successfully. Example number HRC0003491. No To Dos

2 - Ticket is in Awaiting Approval

3 - Manager approves the record

4 - Task is added to the user record

5 - User fills in the new information

6 - Instead of updating, it generates a new one. HRC0003492

7 - Task completed, but adds a new Case (HRC0003492) to the already opened Case (HRC0003491).