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 

got it.

I think you need to explore in UI builder why it's not rendering specific dot walked fields

I think any dot walked field which is again a reference is not rendering

I could see User.Location also on form but it's not shown in workspace

See this URL and the information is coming from this Data Resource

-> I created a copy of variant "Case Creation Page 2.0"

-> then I searched in Contact card and the Contact fields bring the fields

-> see how it's getting the value from the Data Resource and modify that

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

[Ankur Bawiskar]

@bhaavani 

I think this link will help you

Adding additional data points to the Employee Information card 

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

[MC30]

Hi @bhaavani ,

You Navigate to "HR Agent Workspace" at bottom let you can find the setting icon, click that and it will open the page configuration. And under "Case Creation" tab provide the value of the fields that you want to display.

If my response helped, please mark it as correct.

Reagrds,

Madhuri