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08-05-2023 03:30 AM - edited 08-05-2023 03:33 AM
Hi, I would appreciate your help guys.
in HR agent workspace when I create a new case from HR Profile
after the agent selects a record in the HR Service field
I have a requirement that different fields appear according to the selected HR service.
What is the best way to do this?
Thanks in advance
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08-05-2023 06:43 AM
If you want to have the same questions available for the agent when they are manually creating the case, these questions should be fields on the appropriate COE table. You can then map those variables from the record producer to them, and also add the new fields to the case creation page for the appropriate service.
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08-05-2023 04:47 AM
Thank u for answer @SANDEEP28
I actually already tried this way
But after I entered the "Questions" field and made a save, the field changed his name to "Variables" and disappeared from the list collector,
and of course did not affect the section
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08-05-2023 04:55 AM - edited 08-05-2023 04:55 AM
@Tal5 You won't be able to add "Questions" field in case creation form. You can add only those fields which are available in respective COE table. If you want go with lots of variable and don't want to create additional fields on table, then you can simply create a record producer and link it to HR service. You can create as many variables in record producer, then create HR case using that record producer in workspace.
This is best practice you should follow.
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08-05-2023 05:22 AM - edited 08-05-2023 05:23 AM
I apologize for not mentioning that I built a record producer and linked it to the HR service already.
But when I open the relevant HR case I’m not able to see those Variables on the HR Agent workspace
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08-05-2023 05:45 AM
@Tal5 If you have already created record producer, then you won't be able to see it on standard case creation form. You need to search that record producer in global search of workspace and it will open that specific record producer form. You will see those variable on this record producer form because variables are configured in record producer
Even through portal you open this record producer and submit it. Try it out
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