HRSD - Where is the "[Service] case for [Employee]" title template configured for HR Case records?

nameisnani · 3 weeks ago

I'm working on an HRSD story where I need to remove the word "Case" from Employee Relations service display names in Employee Center, without breaking any existing functionality.

I've located the HR Service records under:
sn_hr_core_service.list

For example, "Resignations" and "Formal Discipline or Dismissal Level 1" services show up correctly in the HR service name column without the word "Case."

However, when an employee actually submits a request through Employee Center, the resulting case record (visible under "My Requests") is auto-titled like this:

"Resignations case for [Employee Name]"
"Formal Discipline or Dismissal Level 1 case for [Employee Name]"

The word "case" is clearly being injected by some kind of naming template/pattern when the case record is created — similar to how a standard Requested Item gets titled "Request for [Catalog Item Name]."

I checked the Short Description field on the HR Service record, but it's empty. There is also a "Template" column/reference on the HR Service list view that I haven't fully traced yet.

My question:

1. Where exactly is this title pattern ("[Service Name] case for
[Employee]") configured — is it a Business Rule, a Script Include,
a field on the HR Service record, or something in HR Case
Management configuration?

2. Is there a standard/supported way to change or remove the word
"case" from this generated title without breaking case creation,
Record Producer functionality, or Employee Center navigation?

Any pointers to the specific table/field/script responsible for this
would be hugely appreciated. This is on a standard HRSD implementation
(Employee Center + HR Case Management).

@Ankur Bawiskar need your help

where exaclty i need to do changes

please help me with steps

Thanks in advance!

Kohei Tominaga1 · 3 weeks ago

Hi, @nameisnani

The script in record producer calls Script Includes.

Record producer scripts

I'm not sure which script exactly populate the short description of HR case.

I don't recommend customizing the script and instead you can override short description by HR template.

abirakundu23 · 3 weeks ago

Hi @nameisnani ,
Short Description populate through OOB record producer script & script include itself..

Please follow the below threads to get an idea exactly same:

Put "Subject Person" in OOTB HRSD in the title for... - ServiceNow Community
Solved: Default HR Case Short Description and Source field... - ServiceNow Community

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