We have an inbound action that opens HR Cases based on the email address used - these are forwarded to our ServiceNow instance. Most of the cases that come in through email are from the general email box and have been set to open a General HR Query case; however, our HR Agents end up needing to transfer most of those cases to a different HR Service. This is taking a lot of time and effort for the agents - close to 900 of these types of cases in the first 2 weeks of December.
The ask from HR Leadership is to have the cases created without a service and allow them to select the appropriate service when they review the case. I could easily change the inbound action to remove the service, but that field is read-only in the HR Agent Workspace and even when removing that restriction, it is only allowing for HR General Inquiry to be selected anyway.
We are new to HRSD, and I don't even know enough to be dangerous :)... but I know the selection is being restricted by the script include and it's due to the table where those cases are created. I don't want to make too many changes but would like some advice as to whether or not this should even be attempted or if HR will need to be told "No".
Thank you!
#HRSD #casecreation
