HR Case Resolution options/ideas

[Rob Sestito]

Hello SN Comm,

I was wondering if anyone out there uses HR Case Management - and if so, has anyone added Case Resolution features to their form? I am looking for ideas!

Currently within our Production instance, I have an Accept/Reject Email Notification, that is triggered when the Case goes into 'Awaiting Acceptance' state. This email has a link for the end user to utilize. They can either accept or reject the resolution to their case - if they accept, an email opens up from their email platform and allows the user to type in any details as to why they have accepted (thank you, etc). If they reject, an email opens up from their platform and allows the user to type in details as to why they have rejected (needs more work/issue not fixed, etc). If they accept, once the email is sent back to the Case, the system will close the case automatically. If they reject, once the email is send back to the Case, the system will put the Case back to Work in Progress (WIP) and notify the person whom the Case was assigned to. All results are recorded to the Case Activity log - mostly in the event the Case resolution is rejected, the 'Assigned To' can see those notes (which they will receive in the email notification anyway).

Now, within the Accept/Reject Email Notification that goes out once Case is put into 'Awaiting Acceptance' state, the email notification shows the Case number, Short Description (with some instructions on how to use either of the Links provided to accept or reject), and the URL Links Accept/Reject.

Within one of our Test instances, I have added in a new field called Case Resolution. This field populates on the Case Form when the state is WIP, however not mandatory. Reason for not being mandatory, is I know once a Case is in WIP, that does not mean it will be resolved right away. Once the 'Assigned To' is ready to resolve the Case, they can enter in details within the Case Resolution field. I have done this as it has been mentioned that users are wanting to see the Resolution notes within the Accept/Reject Email Notification they receive. That way they do not need to call in asking how their Case was resolved, they can just see it in the email. Allowing them to make a better judgement to Accept/Reject the Case Resolution.

I am looking to the Community, to see if anyone has done something like this, and what did you do. Looking for Ideas on how I can maybe change this to be something better than what I have created now.

I think it may be better to do something as follows:

'Assigned To' clicks on Resolve/Close Case button - That triggers the state to be moved to Awaiting Acceptance. In between that, I think it would be better for a pop-up box to be triggered to the 'Assigned To' asking them for Case Resolution Details. That way, I don't have to take up real estate on the Case form (and have that new field show up during WIP state for a period of time). And from this pop-up box, once details have been entered, those details can then show up in the Case Activity AND get thrown into the Accept/Reject Email Notification for the end user to see/read.

I appreciate any help/ideas anyone may have on this feature!

Thanks in advance,

-Rob

[Dubz]

Hi Rob,

I'm not familiar with glide dialog but your requirement is pretty much the same as the function being performed by the one on the cancel UI action (except you just want to update a field rather than close the record). You should be able to copy the code in the cancel UI action and apply it to your resolve case UI action. You'll also need to create a new UI page, you should be able copy the one the cancel UI action uses and amend it as required.

Good luck!

[Rob Sestito]

Hey Dave,

Yes you are definitely correct there - I was going to branch off the Cancel UI Action to help me with that idea. I think it would be a good way to go about what I want/need. Would be nice, clean and clear direction to take.

I will be going through the motions later on today in getting this created (added to Resolve Case UI Action). If you'd like, I will keep you in the loop with what I came up with and how it works (provided it works correctly). That way, I can post it here and if anyone else ever wants to copy the idea, they can see it.

Thanks again!

-Rob

[Rob Sestito · Accepted solution]

Hey david.dubuis

So we took your advice on copying the Cancel UI Page - along with the Idea I had mentioned to you, with the added help from https://www.servicenowguru.com/system-ui/glidedialogwindow-quickforms/ ..

Modified Resolve Case UI Action to this:

Modified UI Page as you suggested (from the Cancel UI Page) and work with the newly designed Resolve Case UI Action

Now when the Case worker uses Resolve Case UI Action, we get what we wanted:

Keeping the Case Resolution field attached to the form, what is entered in the above is captured to the Accept/Reject Email that goes to the end user.

Thank you very much for your help on this - the UI Page idea really helped us in getting what we wanted to work correctly.

Cheer Dave!!

-Rob

[Dubz]

Happy to help Rob, thanks for sharing your solution with the community,