Edit button in hr agent workspace shows only "HR Case" COE hr services

Nilesh Wahule · ‎10-09-2023

Hi there ,

hope you all are enjoying ServiceNow.

I am very happy to see new agent workspace however there is one issue for which I am struggling.

I wonder if every one is using edit action for selected records, its semes pretty a useful. but when I am trying to change

the HR service; the reference shows only HR Case COE Hr services. is there any configuration that will allow to select all the Hr services form all COEs.

attaching screenshots

Thanks for your support

Sandeep Rajput · ‎10-09-2023

@Nilesh Wahule This is expected behaviour as using the Edit option you would be able to change HR Service in the same COE (the one in which original case was created). The primary reason behind this implementation is that each COE has its own table (extension of sn_hr_core_case) and hence changing HR service is only permitted in the same COE.

There is a separate feature, Transfer Case which allows cases to be transferred from one COE table to another COE. Even using this process, Case in the original COE gets closed and a new case is opened in the new COE.

Hope this helps.

Nilesh Wahule · ‎10-10-2023

Thanks @Sandeep Rajput for sharing your thoughts.

As I was having the same perspective earlier. But please find below screenshot. Though Original case is in different COE, It is still showing the HR services from HR Case COE. I am really not sure if this is expected behaviour or a configurational Item.

Sandeep Rajput · ‎10-10-2023

Interesting observation, I will have a look at it on my instance too.