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?

[tahnalos]

Hello Wessel

I attempted to use the Case Creation Configuration to show the fields I want to show under the COE I have created but I have not been able to show the fields on the Agent view.  Is there another setting other than the Case Creation Configuration that I need to be looking at?

[Wessel van Enk]

Hi @tahnalos ,

I guess with Agent view you mean the Agent Workspace? 
For the workspace the Case Creation Configuration is not going to work. You need to change the ''Case Creation'' page of the workspace in the UI Builder to make this work.