HR Templates

[Suzanne H]

Question:

If an HR Agent changes the HR Service on an existing case, should the HR Template automatically be applied?
Description:
Employee submits a case
HR Agent realizes that the employee submitted the wrong HR Service
HR Agent changes the service on the active case
I'm seeing that the HR Template for the updated service is not updating the fields on the case
Is this expected?

[Sandeep Rajput]

@Suzanne H From the process stand point if the case is created with a wrong HR Service, ideally the existing case should be cancelled and a new case should be raised. HR Templates are usually used at the time of case creation to pre-fill fields on the case form. If I am not wrong, the OOTB HR Case form doesn't allow an agent to change the HR Service once the case is created. 

Hope this helps.

[David Aldridge]

Hi Suzanne,

The correct way to do this is to transfer the case to the correct HR Service. You can select "Transfer Case" from the "More Actions" at the top right of the HR Case record in the HR Agent Workspace.

This will give you the option to create a new case number or keep the existing one. You then select the new HR Service and its associated COE, etc. This will close the case and create a new one automatically.

If you try to change the service directly on the record, you may encounter problems with COE security, etc., and as you've seen there will be issues with templates and potentially COE (table) specific fields and views.

For reference:
Transfer an HR case (servicenow.com)