HR Service - Short Description on Case Creation

[Flintstone Fan]

We are getting ready to launch our first HR Service.

One item that come up is when the case is created, the short description shows the opened for person. We would prefer that it show the subject person in the short description (subject line), I was told the opened for person is the out of the box functionality.

Is changing this to the subject a customization? Would you say the subject person on the short subject a best practice? I am thinking it is just changing the value that is being pulled (dot walk).

Am I way off base thinking this is just a minor tweak and now a customization?

[Jaspal Singh]

Hi,

One of major benefits of using ServiceNow is its scope of customization. In your case, it is the same as ServiceNow is a tool that can be modified to leverage its rich feature & meet business requirements. Since, there isn't any dictionary level change being made any change will not have any negative impact.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.

[asifnoor]

Any change that is done to ServiceNow default functionality is considered as a customization.

Yes, it is a minor tweak, but still its a customization and whatever changes you make for this (those files will not be affected) during the upgrade. 

Mark the comment as a correct answer and helpful if it answers your question.

[Kiel Sanders]

As others have mentioned, this is considered a customization since it would require a change to the setCommonFields() method in the hr_CaseUtils script include.  It is a very minor change but still something you would need to keep in mind during every upgrade if a conflict appears within this script include.

[Kiel Sanders]

I assume these cases are being created with the HR Service via a catalog item on the portal?  If so, the expected behavior is that the subject person should be used in the Short Description field already.  This is occurring in the setCommonFields() method in the hr_CaseUtils script include.  Are you capturing Subject Person as a separate field on the record producer as a field mapped to the subject_person case field?