State field not updating HR Template

[triley88]

I created an HR template on the employee relations table.  When I (admin)  create a case, all the fields populate from the template.  When I impersonate a non-admin user and create a case, the "State" field does not update, it stays in "Draft" status.  It only works if I give the non-admin user the Employee Relations Admin role. 

[Community Alums]

Hi @triley88 ,

This issue usually happens because the user creating the case doesn't have enough permission to update the "State" field through the HR template. While administrators can update all fields without restriction, regular users are still subject to field-level access controls. That's why when you impersonate a non-admin user, the template loads but the "State" field doesn't get updated and remains in "Draft".

To resolve this, you should check the field-level Access Control List (ACL) for the "State" field on the table you're using, such as sn_hr_er_case. You can navigate to System Security > Access Control (ACL) in the application navigator and then search for ACLs related to the "State" field on that specific table. Review which roles currently have write access to it. Most likely, it's restricted to users with elevated roles like sn_hr_er.admin.

To allow non-admin users to update the field through the template, you can create a custom ACL that grants write access to a role with lower privileges, such as an HR agent or case creator role. This way, they will have the necessary permissions to apply the template fully, including setting the "State" value.

If you prefer not to modify ACLs or grant additional roles, another option is to use a Flow or Script Action that runs as the system user. This can be triggered after the case is created and can set the "State" field automatically, regardless of the user’s role. This ensures the field updates correctly while keeping your security model intact.