I have found out that, in order for my HR Service Catalog items to be routed correctly, the following script must be added in the script field.
new sn_hr_core.hr_ServicesUtil(current, gs).createCaseFromProducer(producer, cat_item.sys_id);
Normally, this script is added automatically to new HR Service Catalog items, but lately, I have started to having to add it in manually. Without it, the employee's submission is saved as a draft rather then sent to the HR agents, and the Assignment Group, Opened For, and Description fields do not carry over from the submission.
My understanding is that there is a non-script way to do set this up, which would be preferable. Has anyone done this and could provide advice? Thank you!
