HRSD - Create New Case related lists

[Mrman]

Hi ,

I have added few fields on a COE table so the HR agent can fill fields while creating case on the Native Create New Case page .

I have followed the link below to create HR Service and and Service Table fields and new Related list .

https://developer.servicenow.com/app.do#!/event/knowledge18/LAB0283/knowledge_18_LAB0283_hr_service_...

Once I create a case , the fields are not visible on the Case form and Related list is not shown .

Let me know if I am missing some thing. What is the procedure for creating New fields on the Case creation page and showing up on the HR Case based on the HR Service Selected .

[_ _ _ _]

The Create New Case page and the native UI for the underlying COE table have different form layouts that are not synchronized. Adding a field to the Create New Case page will not add the field to the native ui form, and vice versa.

Adding fields to the Create New Case page can be done on the Case Creation Configuration page. These are the fields that should, or could, be populated on creation of the case.

Documentation: https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/task/con...

Adding fields to the native UI for a COE (i.e., sn_hr_core_total_rewards) can be done by editing the Form Layout for the table. These are the fields that are used to work on the case and view related information.

Documentation: https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/form-administrati...

[Mrman]

Hi ,

I have created as per above procedure on the COE table by configuring form layout and then add them Case Creation configuration page .

With in the HR Service configuration when I am trying to create New Related list by going to Subject Person Related list under HR Service Additional fields I am not able to see the fields I filled from Case Creation page .

Also , when I added new columns on the COE table and added these fields on the HR Service configuration . These are appearing for every HR service on the Case form irrespective of HR Service .

Can you let me know if I am going wrong anywhere. 

[_ _ _ _ · Accepted solution]

So you have added fields to the Create New Case form, and that is working.

1) "I am trying to create New Related list by going to Subject Person Related list under HR Service Additional fields I am not able to see the fields I filled from Case Creation page"

- If you add fields to the "Service table fields" field, these fields may need to also be added to the COE form so that they can be hidden/shown for each service. This field acts to list what fields to show and hide, per service, while on the form, but it does not appear to add the fields to the COE form.

- If you add a related list to the "Subject person related lists", the related list may need to also be added to the COE form so that they can be hidden/shown for each service. This field acts to list what related lists should show and hide, but it does not appear to add the fields to the COE form.

2) "I added new columns on the COE table and added these fields on the HR Service configuration . These are appearing for every HR service on the Case form irrespective of HR Service ."

- IN SHORT: Add the fields and related lists to the native ui form layout. If they are only meant for a subset of services, then add them to the UI Policy "Hide HR service fields and related lists" to hide them. Another UI policy should automatically show as defined in the HR Service fields "Service table fields" and "Subject person related lists".

- More Detail: Fields and related lists that are added to the COE form, but are not intended for every service in the COE, could be added to the UI Policy "Hide HR service fields and related lists" (1cff87ceeb131200705d01e64206fea8). This UI Policy appears to hide fields and related lists that are not meant to show on every COE. A UI Policy "Show HR service fields on load" (2c39e8c8eb102200705d01e64206fee6) then appears to show the fields from the HR Service "Service table fields" and show the related lists from the HR Service "Subject person related lists". If the HR Service changes while on the form, a client script "Show HR service fields" (398cf723eb531200705d01e64206fe2c) would then handle showing and hiding fields and related lists.

- Documentation: https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/task/con... The documentation doesn't mention the UI policy "Hide HR service fields and related lists", so I am not sure if the fields and related lists are supposed to be initially hidden by something else or if the documentation could use an update.

[Mrman]

Hi,

Thank you for the detailed explanation .

On the Create Case Page , we want to add fields hat have dependency .

More Detail- If agent selects Choice 1 from field A then it should show up the dependent sub categories in Field B .

Can we do this on the Create New Case UI page ?