is there a way to create an enhancement from a case?

[Christy Parrish]

Is there a way to create an enhancement from a case? Our record producer makes case records for our HRSD delivery team. It covers everything from changing group membership to requesting new functionality. We want the admin team working on the case to be able to create a defect (for a break/fix issue) or an enhancement for new functionality.

I'd like them to click somewhere on the HR Agent Workspace and create either a defect or an enhancement from the parent HR case that would inherit some information and build a relationship between the records.

How can I make this work?

[Community Alums]

Hi @Christy Parrish ,

You will need to create a new case Type to achieve this requirement .

There are several ways to create the new case type at Agent Workspace  which all are not comparable to the Classic UI.

I created a new Case "Defect Case" and I suppose you already did something similar. Now the first task is to register the Case Type. Go to Customer Service > Case Type > Manage Case Types and click "New":

Create Cases at Interactions

Go to System UI > UI Actions and filter for "Create Case" at table "interaction". You should get 2 records. Deactivate the record from Application "Customer Service" and activate the record from Application "CSM Case Types":

At Agent Workspace open an Interaction record and click on button "Create Case". You will be offered a popup where you can select your Case Type from the chosen category. Note: That category is the same as the one selected at Case Type Management (see above).

Create Cases from Lists

Follow the steps from pages https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/workspace/task/configur... and https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/workspace/task/configur...

After reloading the Agent Workspace you should see the new List Category and your configured Lists 

Create Cases via clicking on (+) tab

If you want a to create tickets of your new Case type by clicking on the (+) tab please follow the steps at page https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/workspace/task/configur...

After reloading the Agent Workspace you should be provided with a selection menu after clicking on the (+) tab:

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Harneet Sital]

Hi Christy,

While this is not available OOB, you can create custom UI action to create an enhancement from your HR case. The button would copy over your basic info from the hr case and add it to the enhancement, also there will be a link between the enhancement record and the HR case. Here is what UI action would look like - 

Make sure the workspace form button checkbox is checked too - 

Here is what it will look like - 

You can refer to the OOB enhancement button available on the Incident record -

https://instanceName.service-now.com/sys_ui_action.do?sys_id=9df2b8d12fe5491019395fd92799b6cc

Please mark my answer Correct, Helpful, if this has helped you.