HR Lifecycle Event Approval Activity Not Triggering When HR Case Is Created Through Employee Center

[DGiri]

Hi Everyone,

I have configured an HR Lifecycle Event in HRSD and mapped it to the respective HR Service, Topic Detail, and Category.

The lifecycle event is working as expected when I create an HR case directly from the native ServiceNow interface. All lifecycle activities, including the approval activity, are triggered correctly.

However, I am facing an issue when I execute the complete process through the Employee Center (ESC) portal.

Steps followed:

1. Created an HR case through a Record Producer in the Employee Center portal.
2. Verified that the HR case was created successfully in the appropriate HR Case table.
3. Verified that the HR Service mapping and other relevant field mappings are correct.
4. Impersonated the assigned HR Agent and completed the initial HR Task.
5. After completing the task, the next activity in the lifecycle should trigger a Manager Approval.

Issue:

When the initial HR Task is completed through the ESC portal workflow, the next lifecycle activity gets triggered, but the approval record is not generated.

Interestingly, the same lifecycle configuration works perfectly when the HR case is created and processed through the native ServiceNow interface.

My questions:

1. Is there any difference in how HR Lifecycle Events process activities when an HR case is created through a Record Producer versus the native interface?
2. Could this issue be related to the Record Producer configuration, HR Service mapping, lifecycle event context, or the way the HR Task is completed?
3. Are there any additional configurations or conditions required to ensure that approval activities are generated when the lifecycle is executed through Employee Center?

Has anyone encountered a similar issue or can suggest what I should investigate to resolve this?

Any suggestions or guidance would be greatly appreciated.

Thanks in advance!!!