Need to display selected HR Service description in Create New Case module in HR Case Management

[Akila Ravichand]

Hello Everyone,

I appreciate you help on the below query.

In Create New case module (in native view) of HR case management, by default configuration, after searching employee, when HR Service is chosen, we get Opened for, Subject person and work notes.

In my case, I need to display the description value of the chosen HR Service in the Create New Case page. Is it possible to configure? If not, can anyone share the workaround for this?

Regards,

Akila

@Ankur Bawiskar 

[An Le]

Hi @Akila Ravichand ,

In HR Agent Workspace (UI Builder)

If you switch to Agent Workspace, you'll find this already works out of the box. The "Create New Case" experience there includes a dedicated "Case Info HR Description" component (built with a Textarea element) that automatically pulls and displays the description of the selected HR Service. You can see this component yourself by opening the page in UI Builder:

https://[your_instance_url].service-now.com/now/builder/ui/edit/experience/8ad40be90fe120102208555db4767e7b/e9865ddb0f3320102208555db4767eeb/1fc0c81deb117110d916a8528f522857

In the Legacy/Native View

Since the native "Create New Case" module doesn't show this by default, you'll need to configure it through the Case Creation Configuration

You can access the specific record here:

https://[your_instance_url].service-now.com/sn_hr_core_config_case_creation.do?sys_id=738a16430b6003008cd6e7ae37673a57&sysparm_record_rows=1&sysparm_view&sysparm_record_scope=d4ac3fff5b311200a4656ede91f91af2&sysparm_record_target=sn_hr_core_config_case_creation&sysparm_record_list&sysparm_nostack=true&sysparm_record_row=1

This is where you can add the HR Service's description field to the layout, similar to how "Opened for," "Subject person," and "Work notes" already appear.

Important note: Since both the legacy view and Agent Workspace pull from the same underlying Case Creation Configuration, any changes you make here will also reflect in HR Agent Workspace.

Kind regars,

Lee

[Akila Ravichand]

Hello @An Le ,

Thanks for your response.

I have already checked the HR Agent Workspace, in the legacy workspace, we don't have the field to display the short description of selected HR Service.

In legacy/ native view, I have included the description field through Case creation service configuration. However, an empty text box for description displays, but the shore description of the selected HR Service is not auto populated.

My requirement is when an Agent selects a service, the short description of the service should get displayed to the agent either in a field/ textbox or an info icon should be displayed next to the HR Service field similar to Opened by or Subject for fields, so agents can refer.

Regards,

Akila

[An Le]

Hi @Akila Ravichand ,

After adding field to the form via CASE CREATION CONFIGURATION, you need to configure HR template as well.

For example, in my case I want to populate short description for General Inquiry, then I need to configure this template:

https:/[your_instance_name].service-now.com.com/now/nav/ui/classic/params/target/sn_hr_core_HRTemplate.do%3Fsys_id%3D2228cde49f331200d9011977677fcf0b%26sysparm_record_list%3DnameCONTAINSgeneral%255eORDERBYname%26sysparm_record_row%3D2%26sysparm_record_rows%3D2%26sysparm_record_target%3Dsn_hr_core_template%26sysparm_sysid%3D2228cde49f331200d9011977677fcf0b%26sysparm_view%3Dcustom

Kind regards,