Reason for the 'Ready for work' business rule on the HR Case [sn_hr_core_case] table?
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3 weeks ago
Does anyone happen to know the intent behind the Ready for work business rule on the HR Case [sn_hr_core_case] table?
Ref: https://<your_instance_name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=3e5330019f22120047a2d126c42e70f9
Technically, what it does is:
On insert of all new HR Cases, IF the case is In Draft AND has a Source [contact_type] of [Self-Service, Email, Chat/Connect/Live Feed, or Virtual Agent] AND its remote_case field is either empty or null, THEN it will change the State to Ready [10].
I understand 'what' it's doing. What I don't understand is 'why'?
- What about these particular Sources/Contact Types suggests that they should be automatically changed from Draft to Ready on insert?
- Or, worded differently, what about the remaining Sources/Contact Types (e.g. Phone, In-Person, Other) suggests that they should NOT be automatically changed from Draft to Ready on insert?
Why are they treated differently?
Also, the script refers to the remote_case field on the HR Case table, but I don't see that field in any instances I have access to, including PDIs with HR installed. Any idea where this field even comes from?
Any insights?
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3 weeks ago
Remote case is coming from Service Bridge for sure, but I could just guess what the intention is that if the type is phone or in-person you may want to continue working on the draft or refining it before it can be actually handed over to a respective agent.
While the other channels (self-service, email, virtual agent, chat) these are all programmatic interfaces with predefined outcomes
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a week ago
I'd look at this Business Rule from the perspective of how HR cases enter the system. The main idea appears to be that cases created through digital channels can move directly from Draft to Ready, while cases created manually may need an HR agent to review them first.
The OOTB Ready for work Business Rule runs on the sn_hr_core_case table and checks the case state, contact type and remote_case field.
The logic behind this appears to be that cases submitted through digital channels are already sufficiently populated to enter the HR work queue. Phone and in-person cases may still need an agent to review or complete the details before handing them over.
The Community reply from Martin Virag also points out that remote_case is associated with Service Bridge, which explains why you might not see it in every instance.
Self-service, Email, Chat and Virtual Agent cases are automatically moved from Draft to Ready.
Phone and In-Person cases can remain in Draft for further review.
The remote_case condition prevents the rule from changing the state of certain remotely created cases.
The Remote case field is available with the HR Multi Instance Integration for Provider (sn_hr_mii_provider) plugin.
I'd avoid modifying this OOTB Business Rule unless you have a specific business requirement. If you need different behavior, use a custom Business Rule or supported extension approach and test the impact on case assignment and state transitions.
References:
