Hi Team,
As per our current story, we have updated the Topic Category, Topic Detail, and Priority fields for specific HR Service Case creation.
We observed that for all newly created HR cases, these fields are getting updated correctly with the new values.
However, for the existing HR cases that were created before these changes, the Topic Category, Topic Detail, and Priority fields are not getting updated with the new values.
We have also verified the same behavior in the ServiceNow PDI, and it is consistent there as well.
Could you please confirm:
1) Is this the expected behavior in ServiceNow?
2) Is there any way to update these fields for existing HR cases automatically after making changes?
3) Do we need to use any script, fix script, business rule, or background script to update the existing records?
Any suggestions or best practices would be helpful.
Thank you in advance!
