This article will look at how to add the Watch list field to the Standard Ticket Configuration in Employee Center for HRSD tables (HR Case and all the COEs). There are four main steps:
- Modify the views in the HR Service
- Add a My Request filter for the Watch List
- Modify the tabs in the Standard Ticket Configuration
- Optional: Add a Watch List “label” to the My Request filter
Modify the Views in the HR Service
1. Go to the HR Service Configuration record for the service you want to add the Watch List field to. Go to the records for the Opened for / Approver view and the Subject person / Task assignee view.
2. Once inside the “view” records, add the Watch list field in the Person row tab
Add a My Request Filter Record for the Watch List
1. Go to My Request Filters and create a new record as below. The Watch list condition should have javascript:gs.getUserID(); Note that the Table is sn_hr_core_case.
2. If you add a user to the Watch list for a case and then impersonate that user, you will see the case listed in the My Requests list. Going into the case, you’ll see something like the below. The header is shown but none of the tabs are visible. See the next section to make the tabs visible.
Modify the Tabs in the Standard Ticket Configuration
1. Go the the Standard Ticket Configuration for the COE you want to modify. Note that you have to go to the COE table and not the sn_hr_core_case table. Once in the record, go to the record in the Tab Configuration related list that you want to modify. In this example, we’ll modify the Activity tab.
2. Add the Watch list condition below. javascript:gs.getUserID();
3. If you impersonate the user on the Watch list and go to the ticket page, you should see the Activity tab.
Optional: Add a Watch List Label to the My Requests List.
Both cases opened by the user and cases the user is on the watch list for appear in the My Requests list. It’s nice to be able to differentiate between these two. This section will show you how to add a Watch List label in the My Requests list.
1. Add a new calculated string field to the sn_hr_core_case table as below
2. In the My Request Filter for sn_hr_core_case, add this new field to the Secondary fields to display.
3. When you impersonate the watch list user, you will see that watch list cases have the “Watch List” label whereas cases opened by the user do not have this label.
