HRSD Case Creation: Can we use a Record Producer?

[tahnalos]

Hello

When an agent attempts to create an HR case, they have to select the COE as well as the HR Service.  We have several COEs in play in our HRSD configuration, each with several HR Service options.  However, one of these service options requires several fields that are not used with the other services in the same COE.  All of our HR services have a Record Producer but the HR service in question uses several variables that are not mapped to the form used by the COE.

While the variables show up in any portal environment, they do not show up in any case creation form for the HR agent.  Is there any way to trigger the Record producer on Case Creation or is there any way to include the variables from the record producer?

[Ankur Bawiskar]

@tahnalos 

that's not how agent should submit HR case

they can either use Record producer specific to HR service OR they can use Case Creation Config form to submit

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[Ankur Bawiskar]

@tahnalos 

Hope you are doing good.

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[TejasSN_LogicX]

Hi @tahnalos ,

The reason the Record Producer variables don’t appear for HR agents is that Record Producers are mainly for the portal, not the agent form. The HR Case form doesn’t automatically include those variables.

[Wessel van Enk]

Hi @tahnalos,

When you're using a Record Producer to create an HR case, any variables you define there won’t automatically show up on the HR Case form and especially not in the HR Agent Workspace. Which is expected behavior. 

It's because those variables appear on the portal, but they don’t appear on the case creation form, since they’re not mapped to fields on the sn_hr_core_case table. If you want to have these fields on the case creation form, you need to re-create them on the sn_hr_core_case table and add them to the form via the Case Creation Configuration.