Opened for should be empty for Consultation HR Service when case is created from Agent Workspace

[nameisnani]

Hi Community,

I have an HRSD requirement for an Employee Relations Case.

Table: sn_hr_er_case

Requirement:

• We have an HR Service called Consultation.
• When a case is created for the Consultation HR Service, the Opened for field should be empty.
• This is required specifically when the case is created from Agent Workspace.
• The same behavior is already working when the case is submitted through Employee Center/ESC.
• We need the same behavior from Agent Workspace.

Current behavior

From ESC:

• Select Consultation
• Submit
• Case is created
• Opened for is empty ✅

From Agent Workspace:

• Select Consultation
• Create/submit the case
• Case is created
• Opened for gets populated ❌

can anyone please help me how to achieve this requriment .

[nameisnani]

@Ankur Bawiskar  need your help

[Vishal Jaswal]

Hello @nameisnani 

Maybe because of such configuration, the Opened for is empty by default in portal: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1096084 

To keep Opened for empty in Native UI as well as in SOW, you need to look at it's dictionary (Table: "sys_dictionary", understand it's attributes and ensure default is empty or any other configuration within dictionary which auto populates it.

Additionally, if the above didn't help then you can create an onChange Client script to set it empty if record is new.