question Adding topic details and topic category on case creation configuration page in HRSD forum

Adding topic details and topic category on case creation configuration page

kartikey — Fri, 18 Aug 2023 16:10:19 GMT

Hi Everyone,

Is there a way to add Topic detail and topic category on the HR case creation configuration page, based on my selection of topic detail and category i want the HR services to show up (which are related to those topic detail and category).
i directly added the fields to the case creation configuration (sn_hr_core_config_case_creation) but irrespective of my selection of those values , it shows HR services purely based on COE selected.
is it possible to do so?

Re: Adding topic details and topic category on case creation configuration page

michaelj_sherid — Fri, 18 Aug 2023 16:16:33 GMT

@kartikey There are 2 different areas for the case creation, the one in the native UI requires you to make a copy of the case_creation UI page and use that to include the fields and requirements to make those selections functional. The other is within the case creation page within the UI builder (for Agent Workspace for HR Case Mgmt.). The fields can be added via UI builder but you will have to configure the supporting objects like UX Client Scripts and Data Resources to support your requirements.

Regards,

Mike

Re: Adding topic details and topic category on case creation configuration page

SwarnadeepNandy — Fri, 18 Aug 2023 16:39:07 GMT

Hello @kartikey,

Here are some possible suggestions:

You can use the HR Case Creation Configuration module to define the fields that appear on the HR case creation page for each COE. You can add the topic detail and topic category fields as dependent fields that are displayed based on the value of the parent field. For example, you can make the topic detail field depend on the COE field, and the topic category field depend on the topic detail field. This way, you can create a hierarchy of fields that show up based on your selection. You can find more details on how to configure dependent fields in this documentation.
You can use the HR Service Configuration module to define the conditions that determine which HR services are available for each COE, topic detail, and topic category. You can add a condition script that checks the values of those fields and returns true or false. For example, you can write a script that returns true if the COE is Employee Relations, the topic detail is Employee Complaints, and the topic category is Harassment. This way, you can filter the HR services that match your criteria. You can find more details on how to configure condition scripts in this documentation.
You can use the HR Service Catalog module to create or modify the HR services that are offered for each COE, topic detail, and topic category. You can add or edit the fields, variables, workflows, and approvals that are associated with each HR service. You can also use UI policies and client scripts to control the visibility and behavior of the fields and variables on the HR service catalog item form. You can find more details on how to create and manage HR services in this documentation.

I hope this helps.

Kind Regards,

Swarnadeep Nandy

Re: Adding topic details and topic category on case creation configuration page

kartikey — Mon, 21 Aug 2023 08:39:59 GMT

HI @SwarnadeepNandy t, i could not find anything on the link that you pasted, "You can find more details on how to configure dependent fields in this documentation."
could you please elaborate if possible?

Re: Adding topic details and topic category on case creation configuration page

SwarnadeepNandy — Mon, 21 Aug 2023 08:43:34 GMT

Hello @kartikey,

I am able to click the link https://www.learnnowlab.com/HRSD/.

I just provided this for more details.

Kind Regards,

Swarnadeep Nandy

Re: Adding topic details and topic category on case creation configuration page

kartikey — Mon, 21 Aug 2023 08:58:06 GMT

No, i mean i could not find anything on case creation configuration dependent fields.

regards,
Kartikey

Re: Adding topic details and topic category on case creation configuration page

kartikey — Mon, 21 Aug 2023 09:42:45 GMT

Hi @michaelj_sherid , can't we add the fields on sn_hr_core_config_case_creation like this:

and then add some client script or business rule on it?

regards,
Kartikey

Re: Adding topic details and topic category on case creation configuration page

SwarnadeepNandy — Mon, 21 Aug 2023 10:13:56 GMT

Maybe. You are right. The link is just for extra information.

Re: Adding topic details and topic category on case creation configuration page

michaelj_sherid — Mon, 21 Aug 2023 12:42:27 GMT

@kartikey This will not work on the configurable workspace if you try using a business rule.

Regards,

Mike

Re: Adding topic details and topic category on case creation configuration page

Patrick Thomas — Thu, 04 Apr 2024 15:21:15 GMT

The solution here is that HR Services should be grouped by Topic Detail OOTB when creating a case from the Workspace.

eg. If I configure Talent Management (OOTB) with a Topic Detail called "Work Visas" (OOTB), why doesn't the Workspace reflect this when creating a case?

Otherwise, you are forcing bad behavior when proposing solutions to customers (eg. Create a custom COE called Work Visas). You've created a 3 tier system, but skip the middle tier in the UX/UI.