HR case template fields not defaulting

Dennis Ford · ‎03-31-2020

I am trying to set a default case state for an HR Service by using the HR Case template. In my personal developer's instance, I modified the General Inquiry HR case template and added the State field with value of "Work in Progress". I also added the Source(contact_type) field to the template with a value of "In Person". If I create the case from the platform, the values default as I have specified. However, if I create the case from the employee service center, then the values do not default. I assume that the record producer must be defaulting the State and Source(contact_type) fields, and the record producer is overriding the HR case template. Is that the expected behavior or is there some way around that? Thanks!

michaelj_sherid · ‎03-31-2020

Hi Dennis,

The hr_serviceUtil script include is setting those values from the function CreateCaseFromProducer. This is why you are getting different values when submitting from the ESC in regards to using the Create New Case in the fulfiller view. I believe around line 56 it is setting the source (contact_type) to self_service.

Regards,

Mike

View solution in original post

Community Alums · ‎04-21-2020

Hi everyone. I have a similar behavior in state setting of WIP not coming through onto a life cycle event case. This is all in the console and without any portal involvement. Creating a new LEcase with the template as admin and the case is set to WIP and is automatically assigned a worker. However when impersonating one of those workers they successfully creat the case but it is set to state=1 (draft).

Anyone have any ideas on where to look? I have tried granting hr admin role and hat makes no difference.

Thankyou for any assistance

Bill

Melanie Schukra · ‎01-15-2021

I ran into this issue as well. I added a row into the Record Producer script field (current.state=3;) and this worked for me.