field label field type field behaviour purpose reference number auto sequence (prefix is hr) read only automatically set display value used as a unique reference to a hr case and its display value short description string mandatory the short description is used as the primary classifier source for sofi description string extra information that can be provided as part of the hr case sla status string read only automatically set based on a combination fields on a primary sla related to this hr case this highlights the status of the primary sla against a record, to ensure that the hr case is being updated in a timely matter attached knowledge reference (knowledge table) read only automatically set when knowledge is attached from sofi this is used to understand what knowledge was used for a hr case resulting knowledge reference (knowledge table) read only automatically set when a knowledge article is created from the record this is used to hold the knowledge article that was created from the hr case once this field has been set, users can automatically be redirected to it based on a button on the hr case form when this has been populated follower multiple reference (user table) this is the list of the followers for a hr case this is also used to assist with the "cases i'm following" menu item client journal journal this is the method to communicate with the client or the client to communicate with the service desk via a hr case when a knowledge article is attached from sofi, it will automatically enter this field work journal journal this is the method to communicate internally about a hr case that should not be visible to the client (unless they have the appropriate roles) subtasks multiple reference (hr case task table) these are the hr case tasks that have been created from and are related to an hr case completed at date and time read only automatically set this is automatically set based on the date and time that the hr case is completed completed by reference (user table) read only automatically set this is automatically set based on the person that completes the hr case closed at date and time read only automatically set this is automatically set based on the date and time that the hr case is closed closed by reference (user table) read only automatically set this is automatically set based on the person that closes the hr case resolution method choice values manual knowledge action mandatory on resolution this is used to assist in training sofi, in assisting in zero contact resolution resolution item reference (resolution item table) mandatory if method is knowledge this runs automation (when desired through script), but helps train sofi to know how to resolve tickets completion notes string (max length 1000) mandatory when completing a hr case used to provide information as to how a hr case was completed sla list multiple reference (sla table) the list of sla's that are related to the hr case classification reference (classification table) mandatory must be selectable and for the hr case table this is the classification that can be selected from a hr case that can help for reporting or otherwise this is often set via the sofi classifier automatically service reference (cmdb service table) this is the service s that can be selected from a hr case that can help for reporting or otherwise this is often set via the sofi classifier automatically requested by date date and time used to hold if the user needs a case done by a specific date for whatever reason assignment group reference (group table) mandatory group must be selectable, have hr case listed in the accessible from table field or the accessible from table field must be empty this is the group that is responsible for the completion of the hr case this is the this is often set via the sofi classifier automatically assignee reference (user table) mandatory on resolution user must be a part of the assignment group, be active and have the hr agent role or administrator role is automatically cleared if the assignment group changes and they are not a member of the group this is the individual responsible for the resolution of the hr case collaborator multiple reference (user table) users must be active and have either the hr agent role or administrator role these are any users who may be assisting in the completion of the task or want / need to be kept up to date as to the progress of the hr case this is also used to assist with the "cases i'm following" menu item requestor reference (user table) mandatory (if person has no account is no) this holds the person who is requesting the hr case, but does not necessarily mean it has been raised for them requested for reference (user table) mandatory (if person has no account is no) automatically set as requestor if empty this holds the person who the hr case is requested for person has no account boolean this is if the requestor / requested for does not have an account in the system and the name needs to be tracked name of person string mandatory and visible only if person has no account is yes holds the name of the requested for / requestor if they don't have an account location reference (location table) automatically set with requested for's location when requested for changes location must be selectable this is the location that the hr case is for, which can be different to the requestor's and requested for's location phone string either the phone or email needs to be populated before saving automatically set with requested for's mobile phone when requested for changes this is the phone number that should be used as a contact mechanism for this hr case this can be different to the one on the user's record, to help cater for situations where the hr case is about their phone or another mechanism is required to contact the user email string either the phone or email needs to be populated before saving automatically set with requested for's email when requested for changes this is the email that should be used as a contact mechanism for this hr case this can be different to the one on the user's record, to help cater for situations where the hr case is about their email or another mechanism is required to contact the user first contact resolved boolean (radio button) read only automatically set approver multiple reference (user table) determines who gets asked for approval when a hr casegets submitted for approval approvals multiple reference (workflow task table) shows the approvals that have taken place for a request, as well as who is being requested for approval sofi conversation id string not visible on form used to hold the sofi conversation id, which is used by the sofi continuation point dialog manager element source choice values email phone self service slack virtual agent not visible on form automatically set from an interaction or from the method it was created from source interaction reference (interaction table) not visible on form read only automatically set when created from an interaction this holds the interaction record that an hr case was created from, assuming it was initially created from an interaction restricted visibility user multiple reference (user table) users must be active by entering people into this field, the hr case will be restricted to only those in this field being able to see the task (in addition to administrators) restricted visibility group multiple reference (group table) groups must be selectable by entering groups into this field, the hr case will be restricted to only members of those groups in this field being able to see the task (in addition to administrators) other fields hidden from form and un used the below are fields that come off one of the tables hr case \ extend from, which it does not use or have on the form some will have some behaviours tied to them (due to existing on the work table), but some will have nothing tied to it as a result, you can use them, but they will likely have no functionality tied to them note that there are other fields, but they are not recommended to be used due to the potential impact field label field type field behaviour purpose parent reference (work table) read only not used for any purpose at the moment, but can be used in the future