Create New Case-HR Service Dropdown List Not Displaying All Services

[AlexandraRogers]

I am impersonating an agent and am creating a new HR case using the path HR Case Management -> Create New Case. When the form comes up, I select a subject person that this agent regularly services. When I go to select the HR Service from the drop down, not all of the choices are visible that both the subject person as well as the agent have access to. However, when I select the COE that this service is assigned to, it will appear in the HR Service list. What do I need to change to make all services visible without having to select the COE?

Thank you!

[amrithaanayak]

Hi Alexandra,

Are you able to share screenshots of what you are seeing while creating a case?

if you type in the service name without assigning COE is it showing up?

[Ravi Chandra_K]

Hello @AlexandraRogers 

Greetings!

I beleive the drop-down only showing services under parent table sn_hr_core_case COE.

refer the below thread:

https://www.servicenow.com/community/hrsd-forum/how-to-configure-the-drop-down-for-coe-under-create-...

You can also check the OOB script include which has this function

getServicesForUser

https://www.servicenow.com/community/hrsd-forum/how-to-hide-hr-services-from-agents-while-case-creat...

Help others to find a correct solution by marking the appropriate response as correct answer and helpful!!

Kind Regards,

Ravi Chandra

[Ravi Chandra_K]

Hello @AlexandraRogers 

Greetings!

Any feedback on my reply? were you able to do this?

Help others to find a correct solution by marking the appropriate response as correct answer and helpful!!

Kind Regards,

Ravi Chandra.

[Ravi Chandra_K]

Hello @AlexandraRogers 

Greetings!

Any feedback on my reply? were you able to do this?

Help others to find a correct solution by marking the appropriate response as correct answer and helpful!!

Kind Regards,

Ravi Chandra.