this video we'll look at making hrsd cases viewable by the open bu uh on employee Center this video is just a video version of an article I have on my site on the procedure on how to do this uh so first let's look at the problem um let's say you have an HR service um where you have for example I have a just kind of a dummy here where you have a first question is uh who is the hiring manager or who is this on behalf of uh in itsm we see that uh quite a bit for different requests uh for request items rather that you can request an item on behalf of somebody else um so if we have that for a service and for an HR service so something like hiring might be uh something where they would want the users would want to have this on behalf of because maybe an administr ative assistant or somebody under the hiring manager is doing this uh on behalf of the hiring manager so I have this variable here um which is connected to the open four on the case so when I go ahead and do this and let's say I select somebody else Alejandro and I submit my request it brings me to the standard ticket page but you'll notice that uh it's basically missing a lot of stuff uh usually we should see the open for subject person and assigned to down here and then the different tabs with activities uh attachments Etc and it's missing all of that so I can see the case sort of but it's missing a lot of the information uh in addition uh if I go to my requests we notice that that's not there that was uh HRC 1005 and yet there's no hrk cases here so it's not in my requests so the what we're going to look at in this video is how to remedy these problems so that the uh open by can see the ticket uh as a as a normal open for uh would so the first thing we have to do is let's go into the back end and let's go take a look at um standard ticket configuration so standard ticket configuration and we have to choose the table or the Coe that this particular service is in so this one is in talent management um let's see and this is in the HR core so I'll switch to that scope and so down here we have the different tab configurations for the tabs that we normally see when we open up a the case uh so let's look at the activity Tab and we see there's a filter here for open four is dynamic me for sis ID is there's some sort of uh script include here I think it's yeah it's for approvers uh so we'll just add another condition here where the open by is dynamic M and we'll update that that and let's do the same thing for let's just say additional details for now we won't do it for all of them but just so we can see how this works all right so this one has only one condition open four is dynamic me so we do or uh open by Dynamic me okay that's enough for now we'll leave the other ones out obviously you just keep repeating the process so now now let's throw in another request on behalf of somebody else and let's do it for Adela this time we'll submit okay so now we're getting somewhere so we see activity and additional details the two tabs that we added that open by condition for okay that's pretty good uh but now we're missing the top header here uh with which shows the open by open for uh open for rather subject person and um assign to so we'll head back over to the back end and for this one we have to modify a script include so we'll go into script includes and the script include is called HR uh portal I think yeah HR portal util okay and we're looking for let me switch back to the article I can remember the uh get case configuration method here we go G case configuration so what this script include is doing is it is um it is figure trying to figure out um who is looking at this case and then giving them the right configuration uh because if let's duplicate this tab and head over to the case configuration uh I'm sorry the service configuration uh here service configuration and we go to the one I was in before hiring request uh so if we're in hiring request here click this so we can kind of see what's going on so you see we have two uh conf view configurations open for and subject person and you can select uh which one that you want uh so what this script include is doing is trying to figure out hey is this the open for that's looking at this or is it the subject person that's looking at this or the third condition which is is this a child case of a parent um so if it's the open for it says well then give them the uh open for configuration right which is this one here it's saying well if if it's a subject person then give them the subject person configuration which is here um so what we'll do is we will just for this third uh for this third condition figuring out if it's a child uh instead of uh we'll just make this hey for anybody else uh use this configuration so we'll just eliminate this uh not nil the uh the parent basically this is checking if it's a child or not so we'll just get rid of this and I guess it's probably best to just comment it out the original one whoops there and we'll copy it to the next line and eliminate that condition so basically any other condition any other case it's going to give it the subject uh write the subject person configuration again which is this second one here uh so let's that format button it doesn't like something here yeah mix spaces and tabs gets annoyed it'll still work we'll let's just save it and stay on the page just in case we need to go back in there and we'll fire off another request here uh hiring request and actually if I just refreshed what I had that would have worked fine but submit and here we go so now we can see the open for and the subject person and if this case was assigned we would also see the assigned to there so now this is appearing as a normal uh ticket would appear uh to an open four uh of course you have to add the other tabs which I didn't do but you could do uh so now the last step is when they go to my requests in order to be able to get back here we want these cases to appear uh in here in this list so for that we'll go back here to the back end and we go to my request filter and right let take off the mobile okay so we have HR cases open well here just briefly so this is everything that's going to appear and if we just filter out by uh if we just look at service portal um we can see that these are all of the task records uh that will appear in that my requests uh list right so we have incident and uh cases open cases closed Etc so what we can do is just well I mean there's two ways we could do this uh first of all this is in core let's switch the scope uh so we could just modify This Record that's one possibility um actually let's probably do that you can modify this record or you can do an insert and stay and uh just make a new record for the open buy but we'll just uh we'll use this so let's do is one of write this stuff actually you know what let's make a new one I prefer to do it that way so let's do an insert and stay my Cas is open and we'll call this open by we'll eliminate these two conditions and we'll say active is true and uh open by is dynamic me and we'll leave this so it's just going to show the number and the who it's assigned to and the short description we'll save that we'll go back here and we should see whole bunch of cases or three anyway the ones that we created to the test uh so now we're all set our open bu cases are showing up in here and if we click into them we're getting the ticket configuration The View that uh a normal open four or subject person would see here so that's how you U add the open bu to the employee Center