Create a new case from HR Agent workspace case creation page issue

[bhaavani]

Hi Experts,

I have 2 issues currently

Issue 1:

Can someone help me to understand where the right-side information is configured from the below screenshot? Even when I edited the "Case Creation Configuration" additional fields to add an extra field called "department". I cannot see the department value. In the "Verify the employee requesting this case" side you can see "Product Management" as department. I even checked the HR Profile is also having same department Can someone please help here. 

Issue 2:

How the User table and HR profile sync happen? The issue is currently in our user table the employee number is not synced with HR Profile "Employee Number". I saw that a post "Solved: Sync HR profile to User rofile - ServiceNow Community" and @Ankur Bawiskar you reply to the post was helpful however you said to RUN IT once? And that is a Script include it's not a schedule job right how to run that after adding the desired fields. So My current employee numbers in user table should be available in HR Profile table. Do we need to add them manually or is there any way ?

This is a priority issue for me now. Please help on this.

Thanks in advance.

[Ankur Bawiskar]

@bhaavani 

Responses inline

1st pointer -> the fields shown on right side come from the view "At a Glance UIB" on HR Profile table

So you can add/remove fields from that form view

Only those fields are shown which are non-empty

2nd Pointer -> this should happen OOTB as there are BRs on each of those tables to sync but they have conditions

so please check if BR conditions are satisfying, if yes then sync happens automatically

User (sys_user) fields are syncing to what is populated on associated HR Profile (sn_hr_core_profile... 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[bhaavani]

Hi Ankur,

Thanks for your reply. I tried adding the department field however its not showing up on the right-side pane.

Pointer 1:

Pointer 2:

I checked the relevant BR "Synchronize fields to sn_hr_core_profile" and the condition shows "Employee Number Changes". Currently on HR Profile the number is empty that means we need to manually add the employee numbers in HR Profiles. Else do I need to change the condition to "Employee Number" is not empty. I am little confused. How will the sync happen?

Thanks in advance.

[Ankur Bawiskar]

@bhaavani 

for 1st point

-- it seems you are adding Dot walked field from User->Department and hence it doesn't work. Dot walked fields are not rendered from that view in workspace

--- workaround is to create custom Department field on HR profile table and store User-> Department there and then use this field on form view and then it will render

for 2nd point -> employee number should come from your external system which brings in HR profile, if it's empty then you need to manually change the condition of OOTB BR or create a new BR

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[bhaavani]

Hi @Ankur Bawiskar ,

But if you see the form layout the contact information section in the below screenshot is also dot walking from user table. The email is displaying as expected on the right-side pan. Why it's not working for department?

Thanks in advance.