Human Resource State changes.

[A_maity002]

Hello Team,

We have a issue:
a HR case is "suspended" now, then if we attached any docs then the state should be "work in progress" and also is HR task is closed/canceled then the HR case also should "work in progress"

Could you please instruct me how to customize it ?
or is this an OOTB functionality with the HR plugin, please pro

[A_maity002]

Hello @abirakundu23 ,

We have one functionality when user adding any work notes or additional comment from backend or portal the case state would change from 'suspended' to 'work in progress'.
But for few users this functionality is not working. Is there any access related action present ?
If the user don't have access, the the state would not going to change it state, although user is replying through mail and that email is copied into work notes.

Kindly advise me related this feature.

Thanks & Regards,
Atanu Maity

[abirakundu23]

Hi @A_maity002 ,

In my previous comment i mentioned the steps. There is no OOB functionality that HR case will not automatically move to 'wip' from 'suspended.' Please follow product document there mention OOB procedure.
Suspend and resume an HR case (servicenow.com)

Please mark helpful & accept answer if it's worthy for you. 

[A_maity002]

Hello @abirakundu23 ,

Suppose a user who has 'sn_hr_core.case_writer' & 'sn_hr_core.case_reader' both role, he can access HR cases.
If that user replied through email and that email is added as work note. Is that HR case is going to 'work in progress' from 'suspended'.
Please provide some information about these.

Kind regards,
Atanu

[A_maity002]

Hello @abirakundu23 ,

Let's take a example :
if a user added any work notes from portal/backend or while assigned user in associate HR task before closing added work notes which is copied into parent HR case as work notes. Then I have observed that for 'sn_hr_core_case_workforce_admin' HR cases, the state is changing from 'suspend' to 'wip'.

but for same in 'sn_hr_core_case' HR cases this is not working.

I have taken 2/3 users who has same HR roles and same HR groups. 

Could you please help me regarding this.

Thanks & Regards,
Atanu Maity