How to show parent case's description in the child Task/To-dos view in ESC?

[Larry Lau]

We are implementing a new hire on-boarding process and one of activity in the pre-hire activity set prompt the new hire to provide their equipment/hardware preference e.g. they may request a stand-up desk or they prefer MacOS or they needs a large monitor..etc pretty)  

We model an activity similar to the OOB "Employee Profile Update" HR Service and for some reason the case description is not displayed on to child task view.

This is what it looks like for the Employee Profile Update task. you see how the data submitted by the new hire is captured in the description field which is useful for completing the child task. In this case, approving the update. 

On my other HR Service called "Employee Equipment Preference" task view, the IT admin is supposed to look at the new hire preference captured in the case description submitted from a record producer.  However, the Description, Attachment, History links are missing in the UI below the case info where I circled in red.   I can't figure out what need to be configured to have it display the description of the parent case.

It is impossible for IT Admin to complete the task without seeing the equipment preference. If I navigate to admin console, I can see the description with the captured equipment preference from the record producer. 

Any idea how I can display the case description in the child task view in ESC?

[Kiel Sanders]

Is the Opened For, Subject Person, Assigned To, and test user viewing the ticket all the same in your two tests? My guess is that the IT Admin doesn't have access to view the case and therefore cannot see the description on the case but can you confirm that on the agent/fulfiller view?

Also, you have the ability to configure different views of this ticket page based on the HR Service. The two configurable views are Opened For/Approver and Subject Person/Task Assignee. I suggest double checking the Subject Person/Task Assignee is configured correctly for the two test cases. You can read more on the Configure the HR ticket page header for an HR service docs page.

If you still can't figure it out, I suggest creating a case with HI Support to confirm that it's not a bug you are encountering.

[Larry Lau]

Hi Kiel,

Thanks for looking into this. Regarding permission, I am testing with my System Administrator with god permission hr_admin. I am also the assigned on the both HR Cases and I can see description field in both cases.  

I tinkered with the "Default for subject person/task assigned to" and it only controls the Title row, Person row and Detail row.  According the documentation, it doesn't control the Description, Attachment History UI Elements as shown below.

I tried adding description to the Details row.

The result is that the description is shown next to the short description field and it doesn's how the full content as shown below. The Description typically is displayed right below the case number along with Attachments and History. But in my case, they are missing. 

I would like the desired outcome to be like the Out of box "Employee Profile Update" case as shown below where you can see Description (containing all the field values captured from the record producer). 

Thanks,

[Kiel Sanders]

@Larry Lau 

Did you figure this out? One other suggestion is that there are two Description fields as of New York, one standard string (description) and one rich text (rich_description). The screenshot in your first post shows the rich text field while the delivered template likely populates the standard field. As a test, can you populate both Description fields in your new template?

[Larry Lau · Accepted solution]

Turn out this is by design.  My team reviewed the Server Script of the HRM Case Info widget and found the case description will only appear if you are openFor or it is approval task. 

The description will appear if you remove the if statement that check for data.openForView || data.isApprovalRequired.   However, I don't understand the full security implication. e.g. take the Direct deposit case as an example, the banking info is posted in the description by the record producer, the assignee of the case sub tasks will be able to see the banking info. 

It would be nice to have option in the Task Template to copy the description of the parent case. This way, the needed info is right in the task.  

Server Script of HRM Case Info widget

		if (data.openForView || data.isApprovalRequired) {
			
			//Setting up case info - For OpenedFor Users View
			data.shortDescription = grCase.getDisplayValue('short_description');
			data.subjectPerson = grCase.getDisplayValue('subject_person');
			data.openedForPerson = grCase.getDisplayValue('opened_for');
			data.assignedTo = grCase.getDisplayValue('assigned_to');
			data.subjectPersonId = getProfileLink(String(grCase.subject_person));
			data.assignedToId = getProfileLink(String(grCase.assigned_to));
			data.openedForId = getProfileLink(String(grCase.opened_for));
			data.due = getDateLabel(grCase.getDisplayValue('due_date'));
			data.isCaseCancellable = checkCaseCancellable(grCase);

			data.infoTabs = $sp.getWidget('hrm-info-tabs', {
				sys_id : grCase.getUniqueValue(),
				isParentCase: true,
				isSummary: data.isSummary
			});
		} 
	} else {
			var task = new GlideRecord('task');
			if (task.get(data.parentCaseId))
				data.breadcrumbs =[{label: String(task.number), url: '#'}];
	}