How does the HR case time line work.

[Username11]

Hi Team,

I want to understand how does HR case time line work. Can we configure or make any changes to it. Please suggest.

Thank you. 

[AnubhavRitolia]

Hi @Username11 

Which Case Timeline are you talking about HR.

I can see Case Timeline related info in below link about CSM. Go through it and see if same applies to HR also:

https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-ser...

[Username11]

Hi Anubhav,

Thank you for your response. 

I tried replicating the same and the changes are reflecting in HR workspace.

However, I want the changes to reflect on agent workspace for HR case management. 

Even when I try from
agent workspace for HR case management setup -> Forms -> Configure UX Ribbon Settings. The changes to time line are reflecting on HR workspace but not on agent workspace for HR case management.

Could you please help me on how to make changed to the timeline in agent workspace for HR case management.

Thank you.

[AnubhavRitolia]

Hi @Username11 

Due to Data Segregation and security purpose, HR Cases won't be shown on Agent Workspace. There is separate HR Agent Workspace for it. 

Different people will have access to HR Workspace and Agent Workspace. So this is expected behavior. For any changes or configuration related to HR Cases or HR related tables, you need to use HR Workspace only.