Issue with standard ticket page for HR Case which is linked to a Universal Request

[briannice]

Hello

I ran into a problem related to Universal Requests and HR Case on the standard ticket page. On my PDI which is completely out-of-the-box, I run into the same issue.

Basically, when an HR case has a universal request, the standard ticket page shows less information than when it does not have a universal request. For example:

- The watch list field in the person row is only visible when the HR case has no UR

- The tabs Tasks/To-Dos and Approvers only show when the HR case has no UR

The weird thing is the following. When I create an HR case, a universal request is automatically created and linked to the HR case. If I would now go to the URL /esc?id=hrm_ticket_page&sys_id=<id>&table=sn_hr_core_case, then the problems above occur. When I empty the UR field from the HR case, the issues above do not happen. I stay on the same URL.

Is this something related to cross scope access? Has anyone a solution for this?

Thank you!

[Rob Sestito]

Hi there,

Not sure if you have done so yet, but have you configured the UR Ticket Configuration since having UR installed?

If not, that is why nothing much is showing up for a UR Request ticket.

UR uses different parameters/action widget than the normal HR Case configs would.

If you also notice, UR case link and regular HR case link are different:

UR Link:

HR Case Link:

If you try making UR match and use the same widget(s), it'll just fail on the portal side.

You just need to configure the UR Ticket Config as best as possible to show into you need/want.

I added some info into the UR Ticket Config and got it to look like the following:

Now there are some informational fields that the system says is not allowed on the Info Region, such as this when I try to add State:

Watch List is another field that gives the same error.

So, that is one thing you would need to watch for when making changes.

You would also need to add/configure tabs you want to see from the UR to look like HR Case. That I did not dive into though.

Hopefully this information helps as to why UR will show differently than a normal HR Case would on the portal.

Thanks,

-Rob

[briannice]

Hello @Rob Sestito 

Thank you for your detailed answer.

When a universal request has a primary ticket, it will show the standard ticket configuration of that primary ticket. For example, when an incident is the primary ticket of a UR, the std ticket page will show the header and tabs of an incident. The UR std ticket page is only used when a UR is not linked to a primary ticket. You can check this in the standard ticket header widget.

So updating the UR std ticket configuration will not help with my issue...