How to require fields or modify referenced field lists on the HR "Case Creation" form?

[Amanda Stoupa]

I am deploying the HR Scoped App and have a requirement to modify referenced field lists and make certain fields required on the "Case Creation" form on load (before clicking Create Case).  Examples:

1. The people fields (opened_for, subject_person, etc...) are returning the full list of all users (including external vendors), instead of just users where the employee number is not empty. 
2. The State field includes Closed and Cancelled states, which we don't want to show. 
3. The HR Service field doesn't have a red asterisk next to it, even though it is required (the Create Case button does not activated until it is selected). 

I have tried all the usual ways to make this happen, but they don't work on this page. Does anyone have any suggestions? 

[Michael Fry1]

1) HR Administration > Case Creation Configuration > Employee Search Tab, then check Limit users on search, and add the condition Employee number - is not empty.

2) from a case, you should be able to right-click on field and personalize choices, like other choice lists but you'll probably have to modify State flows

3) Hmmm . . .no mandatory fields at all. Don't know answer to this one.

[Amanda Stoupa]

Hi Michael,

Thank you for taking the time to reply.

1) Unfortunately, while the Employee Search Tab will limit the "Search for employee or case number" user results, it does not for the opened_for and subject_person fields (references to the sys_user table) that I added to the "Case Creation" form. 

2) The "Case Creation" page does not allow right click on any field, like normal forms do. So, I cannot edit anything on that page like I normally would. 

3) This is the same issue - I can't right click on any field and I can't set mandatory fields on the "Case Creation Configuration" page. 

[shalini44]

For #2, try going to the list view of the active cases and use Configure > List Layout and configure fields you want to display and save your setttings. 

These settings should be available on the Case Creation Form. 

#3 Is not possible at this time

[VaranAwesomenow]

1) Unfortunately, while the Employee Search Tab will limit the "Search for employee or case number" user results, it does not for the opened_for and subject_person fields (references to the sys_user table) that I added to the "Case Creation" form.  ---

I would try doing query business rule on the sys_user table and use that to control the number of records that are returned, there is a way to know from which form the query is being invoked, based on that they business rule gets applied.

I dont see an option to add opened_for and subject person fields when I tried, would be interested to know how you managed to do it.

2) case creation is not a regular form like other forms in ServiceNow its something similar to interceptor hence it wont give you all the capabilities available on regular form.

3) I would try doing an before business rule (onSubmit) and do the validation for mandatory fields, display info/ error message is the fields are not filled out, not the best way of doing it, that is one option I can think of