How do I control the fields to be displayed for HR Case Tickets?

[tahnalos]

We want to modify the green section here in the HR Ticket page to show more information:

Is this done directly on a widget or is there something in the Standard Ticket Configuration that can do this?

[Juhi Poddar]

Hello @tahnalos 

This can be achieved through configuration setup.

Please refer to the servicenow document: Configure the HR ticket page header for an HR service

Hope this helps!

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Thank You

Juhi Poddar

[kaushal_snow]

Hi @tahnalos ,

You do not modify a widget directly to adjust the fields displayed in the green-highlighted section. Instead, use the Standard Ticket Page Configuration, which lets you manage what fields appear depending on user roles like Subject Person, Approver, or Opened For. You can include or exclude fields such as description, additional details, or actions available to those roles...

What to Check:

In HR Service definitions (e.g., under HR Services), there are settings named Opened For/Approver View and Subject Person/Task Assignee View. These control the visibility of various components on the ticket page in the portal. If the OOO configuration doesn’t fully meet your needs, you can clone and modify the relevant widget (e.g. Todos HR Case Approval or Standard Ticket Header) to show custom fields. This should be a fallback when configuration alone isn’t sufficient.

Please checkout below articles:

https://www.servicenow.com/docs/bundle/zurich-platform-user-interface/page/build/service-portal/task...

https://www.servicenow.com/community/hrsd-forum/visibility-of-case-details-for-subject-person-on-the...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Ankur Bawiskar]

@tahnalos 

those are the fields configured in Standard Ticket Configuration for your table

The fields you configure in Info fields are shown there

If my response helped please mark it correct and close the thread so that it benefits future readers.

[tahnalos]

Hello, I did look into that, but the field is not visible for any ticket configuration for HR Cases.