HR agent Workspace - At a Glance

[JAYESH KUMAR YA]

I have a Business use case :

The At a Glance panel should display the Subject when present and the Opened For when Subject is blank for HR cases in HR agent Workspace.

Can this be achieved ?

[Ankur Bawiskar]

@JAYESH KUMAR YA 

screenshot please where is this required

[Ankur Bawiskar]

@JAYESH KUMAR YA 

HR case is always raised for someone (subject person), so why would Subject be empty?

check if this blog helps

Configuring the At a Glance section in Agent Workspace for HR Case Management (Configurable) 

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[Ankur Bawiskar]

@JAYESH KUMAR YA 

Hope you are doing good.

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[Kohei Tominaga1]

Hi, @JAYESH KUMAR YA 

It appears that the default behavior of ServiceNow might already address your use case.

Here's why: When an HR case is created, the "Opened For" user is automatically populated into the "Subject Person" field, and the "At a Glance" panel typically displays the "Subject Person's" information. This happens unless one of the following conditions applies:

• Mapping Subject Person via Record Producer: If the "Subject Person" is explicitly specified when creating the case via a Record Producer, then the specified person will naturally be set as the "Subject Person".
• "Do Not Default Subject Person" in HR Service Case Options: If the "Do Not Default Subject Person" option is selected in the HR Service's Case Options, the "Subject Person" field will remain blank. However, from a service management perspective, the "Subject Person" should generally be entered.

If this understanding doesn't match your observation, could you please clarify your requirements further?