Add filter condition to COE field within the Case Creation dialog in HR Agent Workspace

haripriya5
Tera Expert

Hi , 

In the HR agent Workspace ,  I have 13 HR services in the system and I wanted to make sure that COE of one particular HR service must be visible in workspace, rest all other to be made invisible for the HR agents to create the HR case. 
Note: All other COEs HR services must be available in the Employee Center. 
Can any one help here ?

 

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1 ACCEPTED SOLUTION

michaelj_sherid
ServiceNow Employee
ServiceNow Employee

@haripriya5 Using the OOtB Cae Creation Configuration you have the ability to filter services using a condition. This may be a configurable way to meet your use case. Only make the HR Services available that are within the COEs you want available to the agents. As an example, in the image below I dot-walked to the COE using the Topic Detail>Topic Category > COE to filter to the ER COE as the service condition.

 

michaelj_sherid_1-1711372092002.png

If my answer has helped with your question, please mark my answer as an accepted solution and give a thumbs up.

Regards,

Mike

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6 REPLIES 6

Unfortunately , I have no access the Idea mentioned above .

haripriya5
Tera Expert

@michaelj_sherid Could you pls brief what all the things to be taken care or required  for this customization. It would definitely be a grt help.