#17 Implementing the Variable Editor on HR Case Forms

Certainly. Based on the ServiceNow UI Formatter record you created, here is a detailed technical article explaining its purpose and use.

Topic: Enabling Catalog Variables on the HR Case Table

Table: sn_hr_core_case

Formatter: com_glideapp_questionset_default_question_editor

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Overview

This article details the configuration required to introduce the Variable Editor to the HR Case (sn_hr_core_case) form in ServiceNow. The Variable Editor is a crucial UI component that allows HR agents and fulfillers to view and, if necessary, edit the data collected from employees via Service Catalog Record Producers that create the HR Case.

Unlike core Task tables like Request Item (sc_req_item) where the Variable Editor is often present out-of-the-box, tables like HR Case sometimes require a manual UI Formatter configuration to enable this functionality.

The Configuration

The implementation is achieved by creating a new UI Formatter record that links the HR Case table to the standard Variable Editor UI Macro.

Field	Value	Description
Name	Variable Editor	The label that will appear in the Form Layout when adding the component.
Table	HR Case (sn_hr_core_case)	The target table where the variables need to be displayed.
Formatter	com_glideapp_questionset_default_question_editor	The UI Macro responsible for rendering the variables from the associated Record Producer.
Active	true	Ensures the formatter component is available for use.

Purpose and Use Case

When an employee submits a request through the Service Portal using an HR-specific Record Producer (e.g., “Request a Letter of Employment,” “Update Personal Details”), the information they provide is captured in variables.

The Variable Editor serves the following critical functions for the HR fulfillment team:

1. Contextual Visibility: It provides the HR agent with the complete request details at a glance. Without it, the agent would typically only see the standard fields (like Short Description and Description) and would miss the detailed, variable-based input from the employee.
2. Data Integrity/Correction: It allows the agent to edit the variable values directly on the case form. This is essential if, for example, the agent confirms an address change over the phone and needs to update the submitted value before processing the case.
3. Process Consistency: It brings the functionality of Service Catalog fulfillment to the HR Case management process, ensuring a consistent user experience for fulfillers who manage requests across both IT and HR departments.

Implementation Steps

Once the UI Formatter record has been created (as shown in your screenshot), follow these steps to deploy the component to the HR Case form:

Step 1: Create the UI Formatter (Completed)

The screenshot confirms this step is complete. This action makes the Variable Editor component available for selection on the HR Case form.

Step 2: Add the Variable Editor to the Form Layout

1. Navigate to an existing HR Case record (or a record producer that generates an HR Case).
2. Right-click the form header and select Configure > Form Layout.
3. Ensure the correct View (e.g., Default View or an HR-specific view) is selected.
4. In the Available slush bucket on the left, locate the new formatter entry: Variable Editor (Formatter).
5. Move the Variable Editor to the desired location in the Selected slush bucket on the right (e.g., under the Activity stream).
6. Click Save.

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Important Technical Note

The formatter selected, com_glideapp_questionset_default_question_editor, is specifically designed to work for records generated by a Record Producer on tables that extend the Task table but are not standard Service Catalog Task tables (like sc_req_item or sc_task).

• For Requested Items (sc_req_item) and Catalog Tasks (sc_task), the formatter is typically com_glideapp_servicecatalog_veditor.
• For HR Cases, Incidents, or other custom Task-extended tables receiving a Record Producer submission, the correct formatter is com_glideapp_questionset_default_question_editor.

By implementing this configuration, you have successfully extended the core Service Catalog functionality to your HR Service Delivery application, significantly improving the agent experience and efficiency.