Hi,
I'm looking for more information about "Suspend Case" UI Action available on HR Task.
Suspend HR case action is available on active tasks when the parent HR case is not suspended or closed but my concern is that button is visible on the task form before submission (parent HR Case state is "Work in Progress").
Why does "Suspend Case" button become visible when creating an HR Task (before submitting it)? Its not visible when parent HR Case state is "Draft" or "Ready".
HR Case on HR Agent workspace
HR Task before submission
Is this expected behavior and is it working by design or should "Suspend Case" button only by visible once the task is submitted?
Hello,
Having and using the "Suspend Case" UI Action is based on the organization. If an HR Case has an HR Task (or Tasks) assigned to it, a Task may take a long time to complete depending on what that Task is. So, the agent working the HR Task can suspend the parent case to pause SLAs. Other than an HR Task possibly taking an extra amount of time to complete, it could also be used for when the agent working the task needs additional information for something, and are awaiting the Requestor/Subject Person to provide that information.
Those are just a couple examples. But, if you want to change when the UI Action appears, you can always change the condition field for that UI Action. Below is from my PDI that is OOTB condition - so you could always adjust this to match where you see fit to have the UI Action Show.
Hope this helps in some understanding and what you can do to change it. According to the condition as to when it should populate, that would be OOTB behavior. But organizations can change it to match their needs.
Cheers,
-Rob
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