"Open For" and "Subject Person" in HR Case Creation

[LKC]

Good afternoon.

We are in need of some help with HR Case.

When you are creating a case from the platform, there is the ability to enter the “Opened for” and the “Subject person”.  However the widget the does the search only returns the name information (first and last).  That is fine unless you have 12 David Smiths  in your company.  We looked to see if it could be changed to return more data such as employee ID or title, however it looks like it is all “Out of the Box Jelly “ stuff.  Is there a hidden configuration for this?  This cannot be an uncommon issue? 

 

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[Miguel Donayre]

Hello @LKC 

This might help - https://community.servicenow.com/community?id=community_article&sys_id=3b592ed1dbd908941cd8a345ca961...

Additional attributes on reference search:

In the hr_CaseCreation script include, an "attributes" property could be added to the fieldObject in addReferenceProperties to show some extra information for each record.

if (["opened_for', 'subject_person', 'assigned_to'].indexOf(fieldObject.column_name > -1)
    fieldObject.attributes = "ref_ac_columns=employee_number,ref_ac_columns_search=true,ref_auto_completer=AJAXTableCompleter";

-- OR --

If multiple additional display columns are needed, a property containing a csv string of the columns could be added to the fieldObject

fieldObject.additionalDisplayColumns = "email,employee_number";

and used in the case_creation ui page's sn-reference-picker by adding a new attribute

additional-display-columns="\{{field.additionalDisplayColumns\}}" (NOTE: Remove \'s)

NOTE: Only fields defined in the sys_ui_list "Mobile" view for the referenced table are available for ref_ac_columns/additional-display-columns on the case_creation page (limitation of the sn-reference-picker directive used by the case_creation ui page). If a field is not showing, then it may need to be added to the sys_ui_list record for that table.

[Rob Sestito]

Case Creation Page more useful with Requestor and Subject Person fields

Vote this baby up so we can get something better that should be OOTB.

@Miguel Donayre - I am also trying to attempt the suggestion you provided. I went to the link to view the entire article. When it is said to go to the UI Page case_creation, I have a message at the top that says "This item is read-only based on its protection policy". How do we get around this? As an admin/security admin, I do not have the access to adjust this UI Page.

Thoughts?

Thanks,

-Rob

[Miguel Donayre]

Rob, 

Make sure you're in the correct application -Human Resources: Core (check your app picker) I don't see to have an issue making edits. 

[Miguel Donayre]

Hey Rob, 

Some application code shipped with the ServiceNow system requires special protection. When an application file has a Read-only protection policy, nobody can modify the related record. Only a ServiceNow employee can alter the protection policy and then modify the application file or its related record. A ServiceNow employee cannot make any changes without changing the policy designation first.

Now with that said I don't know how the author of that article made those changes to that UI page or even if he did. 

[Rob Sestito]

Hey Miguel,

I was just getting ready to respond to your other reply (making sure I am in the right application - which yes I am).

With your new reply:

Thanks for letting me know the information on the protection policy. I also posted a comment to the link you suggest, asking the same question/concern I asked here. I will see what they come back with (if anything).

Thank you!

-Rob