How to see the case description for an Employee Relations case after it is closed in the HR Service

[RosemaryHealy]

Hello,

We have launched the HR Service desk and are working out system bugs we need to remedy.  When a case from the Employee Relations COE is closed, the "description" box is not longer visible unless the case is re-opened.  Does anyone know how to change the properties/permissions so that the "description" field remains visible after a case is closed?

[Shaqeel]

Hi @RosemaryHealy 

Follow these steps:

1. Log in to your ServiceNow instance.

2. Navigate to the HR Service Management application.

3. Click on "Case Management" from the left-hand navigation menu.

4. Click on "All Cases" to view all HR cases.

5. Use the filter options to find the closed Employee Relations case. You can filter by case number, state (closed), assignment group, etc.

6. Once you find the case, click on it to open the case record.

7. In the case record, you can see the case description in the "Description" field.

Please note that the visibility of case details after closure may depend on your role and access permissions in ServiceNow. If you do not have the necessary permissions, you may need to request them from your ServiceNow administrator.

Regards

Shaqeel

[RosemaryHealy]

Hi Shaqeel,

Thank you for responding!  I am the system admin and have Sys Admin, HR Admin and Sys Developer group roles. The description field is still greyed out for any Employee Relations cases that have been closed.  The only way to see the description is to re-open the case which is not ideal for Employee Relations cases that have been resolved.

Here is the screen shot of what I am seeing on a closed case:

I am just wondering if there is some way we can keep the description field open like on the HRIT Operations cases, the description field is still visible when the case is closed.  Here is the HRIT Operations description field after a case closes.  The short description is still visible and not greyed out.

Any insight truly appreciated!

[Zoro]

Did you check/change your form view?  Non-admins need view changer role to do it themselves.  This is just a guess as we don't use HR Service.  ServiceNow does a great job and automatically changing your view unexpectedly. LOL

[Max Dore]

Hey @RosemaryHealy, not sure if you got this to work but I just ran into this and found that there is an out of the box Read ACL called "sn_hr_er_case.rich_description". If you deactivate that then it will make it visible when the case is closed/cancelled.