HRM Ticket Page view field configurations not displayed for end user

[Jesse Jones]

In my San Diego OOB PDI, I have made a minor configuration change to the views in Employee Center (via EC Pro) the end-users see of their HR Cases submitted via record producers.

In the HR Service, I confirmed that I am using the "Default for Opened for/Approver" and "Default for Subject Person" views.

I then opened the "Default for Opened for/Approver" view, went to the Detail row tab, and added "Description(rich description) for Detail Column 2. I saved this setting, then repeated these same steps for the "Default for Subject Person" view.

When I go to "My Requests" in Employee Center as either the Opened for or Subject person on a case, I do see either of these fields displayed. I only see blank space beneath the "Person row".

I have checked that there are no requested Restricted Caller Access records. I am not getting any error messages. What am I missing or what do I need to do to display these fields to the end users?

Screenshots attached.

Thank you.

[Susan Britt]

If you select the "Additional Details" tab on the case from EC (i.e., your Image 001), you should see the rich description here.  The Standard Ticket Configuration is also used to control what is displayed on the cases (i.e., My Requests records) based on the COE and user viewing it.

[Jesse Jones]

Hello sbritt,

Unfortunately, the "Additional Details" tab does not actually capture the Rich Description field. It actually seems to be a line-by-line display of each variable used in whatever record producer generated the case, along with the user's inputs to the variables.

I verified this by submitting the record producer to create the case, but then adding additional text to the Rich Description. The text is saved in the case (see Image 001 attached here) but does not reflect in the "Additional Details" tab for the user (see Image 002 attached here).

Our use case is that we'd like the user to see all the live updates any agents make to the Rich Description, which isn't being met by "Additional Details".

Thanks.

[michaelj_sherid]

Hi @Jesse Jones I am curious to know what modifications were done that result in the Rich Desc. not being displayed. OOtB when I add the rich_description, I am able to see it in the Portal within the Details section. I have your contact info, so I can touch base and update this post thereafter. Here is my example:

Regards,

Mike