HR Service Record Producer Variable Not Showing Up in Item's Description

[Jim Kerrigan]

I have defined several single line text variables in the record producer for an HR Service.

Some are mandatory, some have default values, some are neither mandatory or have a default value.

On the AVAILABILITY tab, I have selected "Send to item's description" for each of these variables.

However, not all appear in the HR Case "Description" field.

I see no clear pattern for which appear and which do not.

Comments, suggestions, and solutions welcome.

[Kiel Sanders · Accepted solution]

Hi Jim

This is all defined in the _getDescriptionFromAnswers method in the hr_CaseUtils script include.  I'd recommend reviewing the logic of how these are populated to see if anything jumps out at you.  I don't recommend changing this script include but it can be helpful for troubleshooting.

The only conditions I can think of that would cause certain fields to be excluded would be if the values do not change and remain as the defaults.  There is logic in the script to look exclude values that have not changed from the original values.

If that doesn't work, I recommend creating a HI incident to help with troubleshooting.

[Jim Kerrigan]

Kiel

Thanks for your reply.

It really helped understand why only certain variables were copied
to the case description field (i.e., only those that changed).

One thing that confused me is that if I name one one of my record
producer variables the same as a user record field, then the value
of that user record field is the default for my variable.  

If I name my variable "my_last_name", then it does not reflect the
value of my SYS_USER record field last_name.

If I name one of my record producer variables "last_name", then it
is assigned the default value of my SYS_USER record field last_name
even if I did not explicitly set a default value in the record producer.

This is unexpected behavior.  Does it extend to the entire SYS_USER
record set of fields or to other types of records (i.e., perhaps
SN_HR_CORE_PROFILE)?

[Kiel Sanders]

It may have access to the User fields for the current user but usually that requires you to call upon it first.  I just tested it in my instance running Kingston patch 4 and I was not able to replicate the behavior you are seeing.  I'd recommend submitting a HI incident on this issue for confirmation.

[Jim Kerrigan]

My example is in Kingston Patch 3. 

I have raised a HI Ticket and will post back here the gist of the resolution.