HR Case created via script does not have the priority defined in HR template for the respective service. Instead it taken the default priority from dictionary override record - Support and Troubleshooting

HR Case created via script does not have the priority defined in HR template for the respective service. Instead it taken the default priority from dictionary override record Issue When case is created via script, the priority is set to default priority in the dictionary . The priority is not set to value defined in HR template of respective HR service. Customer has refereed the below community article , it is said to be fixed in Paris patch 1 but still the issue is reproducible in ROME patch 5 OOB instance. The same is working fine when case is created via native UI or AW

https://community.servicenow.com/community?id=community_question&sys_id=4b3b419bdb902450fa192183ca9619ae

Steps to reproduce: 1. Set a priority value in HR template of a HR service 2. In dictionary override , set default value as 3 for HR case record 3. Create a case with script from either SI or background script without passing priority value. 4. Observe that the case is created with default value defined in dictionary override not HR template 5. When HR case is created via AW or native UI , the case is created with HR template priority

Cause When creating the case record using a script, the template is applied via "Apply Template (before)" BR.

By the time this BR is executed, the record object has priority value set to the default value when user has not explicitly set it. By default, when applying a template, the values already set on record object are not changed. Which is why when creating the case using a script, priority value is set to the default value specified in the dictionary override instead of the one specified in the template. This behavior is intended.

When creating the case from native UI, a different flow is used. A scripted REST endpoint is called to create the case, which in turn calls "hr_CaseCreation().createTask"

In this method, template values are explicitly set to overwrite default record field values. Which is the reason the priority field is set to the value specified in the template. The PRB1413700 was for fixing the issue in this flow.

Resolution To achieve similar results when creating case from script, we * * can suggest a couple of workarounds:

1) Use hr_CaseCreation().createTask to create a case . i.e.,

new hr_CaseCreation().createTask('sn_hr_core_case', { short_description: {value: 'Creating HR Case via Script: '}, opened_for: {value: gs.getUserID()}, subject_person: {value: gs.getUserID()}, description: {value: 'from hr_CaseCreation().createTask'}, hr_service: {value: 'ce1a9011534222003585c3c606dc3483'}, work_notes: {value: 'HR Case Created'} }); Or,

2) Apply the template manually, before setting any other fields on the GlideRecord object. i.e.,

var hr_service = 'ce1a9011534222003585c3c606dc3483'; var gr_hr = new GlideRecord('sn_hr_core_case'); gr_hr.initialize(); var serviceGr = new GlideRecord('sn_hr_core_service'); serviceGr.get(hr_service); var template = serviceGr.getElement('template').toString(); new sn_hr_core.hr_TemplateUtils().applyBefore(template, gr_hr, true); gr_hr.short_description = 'Creating HR Case via Script: '; gr_hr.opened_for = gs.getUserID(); gr_hr.subject_person = gs.getUserID(); gr_hr.description = 'Testing'; gr_hr.hr_service = hr_service; gr_hr.work_notes = 'HR Case Created : '; gr_hr.insert(); Use this approach if using new hr_CaseCreation().createTask is not an option.