Users get missing Step 2 form elements while creating a new interaction on Agent Workspace for HR Case Management - Known Error

Users get missing Step 2 form elements while creating a new interaction on Agent Workspace for HR Case Management Description Some customers have experienced that creating a new interaction can look different for the same user on different instances. A related issue is that some users have all the expected form elements while others do not.

Steps to Reproduce

Steps: Set up an instance with Agent Workspace for HR Case Management Impersonate a user, even system admin. Go to Agent Workspace for HR Case Management and create an interaction with the + icon select a user for step 1. Make note of the form elements available for step 2. ex: assignment group. Create an interaction record on platform native at /interaction.do. Save the record and keep it open Configure the view for the interaction form such that there is no assignment group Set the view for the system admin user to have their preference for interaction form to be that view which does not contain the assignment group - you can validate this by going to sys_user_preference and checking the value for system admin interaction.view. Now go back to Agent Workspace for HR Case Management and create another interaction go to step 2 and notice the form elements

expected: All the form elements for the interaction form should be the same every time Actual: The form elements shown for the interaction form are dependent on the user's preference for the interaction form view. in this example, the assignment group is missing.

Alternatively to the above instructions, the same user in different instances might have a different user preference, causing the same behavior.

Workaround You can fix the UIB form element so that the forced workspace view is used for the interaction form for step 2.

Make sure you are an admin for Agent Workspace for HR Case Management scope and the scope is selected in the scope picker.

Under the application navigator, select UI Builder for Agent Workspace for HR Case Management

Select the active default page for Interaction Creation Page

Select Fetch interaction layout from the Data Resources section in the bottom left.

Find View rule configuration ID in the configuration list. Now we will bind the value to this configuration item

Find Page properties > app > viewRuleConfigId. Double click it and select Apply. This should populate the configuration item.

Close the modal and save the page.

This should fix the issue, and you can test again for the user with the missing form elements that when they create an interaction, the interaction form elements are all present according to the form view.

- if the form elements are still missing, double check the view for HR Workspace UIB for interaction has all of the form elements you expect, otherwise you must add them to the view