Reason for the 'Ready for work' business rule on the HR Case [sn_hr_core_case] table?

[Joe Walters]

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?

[martinvirag]

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