Priority is defaulting to 2 for Cases created from the UI page for VIPS

[KirstinR]

We are in the process of testing the London upgrade in our test instance. During our testing, we noticed that cases manually created from the UI page for a VIP the priority is defaulting to 2.   It's overriding our HR templates. 

HR templates - none regarding VIPs.

Client Scripts: There are two client scripts that we had inactivated (Reset priority on opened for change and resent priority on subject person change)

HR Administration > Properties:  I did remove the 2 from the "Default case priority for VIP requestor"

What else could be setting the priority for VIPS?

Thank you

Kirstin

[Rob Sestito]

Hey Kirstin,

Try checking to see if you also have the other two following Client Scripts:

1. Highlight VIP Employee
2. Highlight VIP Subject person

These two if you have, could be where your issue is coming from. We actually need these, and they had to be modified to work correctly. So if you still have these two active, I would take a look at their script. And then just make them inactive and run more tests to see if they were it.

Let me know 🙂

Thanks,

-Rob

[KirstinR · Accepted solution]

Thank you for your response.  I actually ended up opening a HI ticket.   There are 2 script includes ("hr_caseajax" and "hr") and the system property that set the high priority.The Script include 'hr_CaseAjax' is checking for vipPriority value for HR Case, it is comparing VIP Property defined on script include 'hr' hr.DEFAULT_HIGH_PRIORITY; and value coming from sys_property table. Whichever value is higher it takes that Priority.

This is the same set-up in our production instance as well but it was not functioning the same. There was a defect (PRB1273363 (HR Case for VIP users is not getting Priority set to High)) which is fixed in the London upgrade.  Our test instances are upgraded to London but production is not and is why we were experiencing the different behavior.

[Rob Sestito]

Gotcha - So I guess whatever we did to change our client scripts worked from the start. Because we are on Kingston and never came across the issue. Nonetheless, glad SN was able to help you out! I would see if you can mark your answer just now as Correct in case others come across this through the Community 🙂

Take care!

-Rob

[_ _ _ _]

The case_creation ui page gets the priority for VIP via the following line in the HTML section of the page:

var vipPriority = String(${gs.getProperty('sn_hr_core.hr_vip_default_priority', hr.DEFAULT_HIGH_PRIORITY) || '2'});

Clearing the property's value will not prevent the case_creation page from defaulting the value to '2'.

As a workaround, you could try one of the following:

1. Modify the scripted rest source "Contains VIP User" [sys_ws_operation_877cced7eb021300a9e7e26ac106fea4] to return false, so that the VIP logic is not used on the UI Page.

2. Have the method "checkVipUser" in the case_creation UI page's [sys_ui_page_3433fb86eb533200a9e7e26ac106fef2] client script return immediately or comment out use of the method in the code.

3. Remove the priority field from the case_creation fields [sn_hr_core_config_case_creation]. It looks like the Priority is only set if it is on the form for the VIP user logic, but the template logic will set the priority even if it is not on the form.