issue with setting the source(contact_type) field when we create hr case from agent workspace

[Community Alums]

Issue:

We are facing an issue with setting the source(contact_type) field when we create hr case from agent workspace.

The HRSD security is customized. OOB method is not followed for the security.

The agent will have access to create case for all the HR service. However read/write/delete access is restricted once the case is created for specific hr services.

In this scenario when we create case from interaction record in agent workspace the “interaction_related_record” is not getting created. Since there is no “interaction_related_record” the whole operation related to interaction relationship not getting executed.

We would like to understand is there a way to address this issue using UI builder, also is there a way we can setup the “source(contact_type)” value when we click “Create HR Case” ui action from interaction record.

[Community Alums]

@Ankur Bawiskar : Please advise if any solution

[Ankur Bawiskar]

Hi,

Haven't explore more on the UI builder part.

But if you share some screenshots etc then it might be helpful.

Is the field contact_type readonly at dictionary level?

Which script is responsible to set the contact_type? Did you debug that script?

Which script is responsible to insert record in table "interaction_related_record"?

Regards
Ankur

[Community Alums]

Haven't explore more on the UI builder part.

But if you share some screenshots etc. then it might be helpful.[VK]  PFA

Is the field contact_type readonly at dictionary level?[VK]  No,

Which script is responsible to set the contact_type? Did you debug that script?[VK]  Yes, Add work notes for HR Case

Which script is responsible to insert record in table "interaction_related_record"?[VK]  UI Builder page is setting this up. From sandiego we have access to HR Agent Workspace UI Builder. This is where I need help in identifying the method.

[Subhendu1]

Was this issue fixed @vam ?