HR case opened notification

[Kohei Tominaga1]

Hi,

I would like to improve notification sent when new HR case is opened to Opened for user.

In OOTB instance, this is the situation.

When employee submit request from Employee Center, and then email notification for New case would be sent with teh details of the request. This is no issue.

When HR agent create case in Agent workspace, the HR case remains draft and short description and description need to be updated after case creation. And there are two issues. Firstly, the New case notification is sent without any information because short description and description is null. Secondly, Employee cannnot access to the HR casse because it is still draft state.

So, I am thinking the new case notification need to be sent when the case is submitted from EC and when HR case state change from draft to ready. Could you please tell me if this can be done?

Or any idea for these issues would be welcome.

[Mark Manders]

Just change the conditions on that notification to meet your requirements. Don't send on create, but on state is ready.

[Community Alums]

Hey! 

I don't know if you were able to solve this, but I wanted to share how I did just in case someone else runs across this same requirement!

I needed to do just this, an in order to achieve this, I used a business rule that firstly checked if the operation was either an insert or an update. You can do this using current.operation() and checking if the value matches "insert" or "update". This would then direct the logic to perform the appropriate conditions. This is because, like you said, cases opened from the Workspace start in Draft, while cases opened from the portal start in Ready (well, they don't really but a business rule immediately changes them to Ready). Technically, a case will be considered as opened until it's in the Ready state, meaning that for cases created from the portal, all you have to check in the current.operation() == "insert" part is whether the case is Ready or not. For cases created from the Workspace, which will be updated to Ready, the current.operation()  == "update" part will have to check if the state changes from Draft to Ready. 

Once the appropriate logic is routed, I then fired the same custom event in both cases, something like "case_opened". You can then trigger a notification using this event.

If you'd like this business rule and event to also apply for all COE's, you can pass in the business rule the table name as one of the event parameters with the current.sys_class_name field, and then use an advanced condition in the record for each notification that ensures the notification only fires if the table name in the event parameter matches the COE table, i.e. if you want the notification for both sn_hr_core_case and sn_hr_core_benefits_case, you could check for event.parm1 == "sn_hr_core_case" in the notification for general cases, and event.parm1 == "sn_hr_core__benefits_case" in the one for benefits cases. This way all notifications won't be triggered by the same event!

[VaranAwesomenow]

@Kohei Tominaga1  have you considered using flow and trigger notification from there, HRSD is primarily a no code, low code based application so its if it is kept way by leveraging low code no code features such as Flow designer vs business rules