How to have Transfer Case option in HR Agent Workspace for agents to select COE or at least show the topic category in the HR Agent workspace?

[Miltonism]

The current out of the box Transfer Case UI action in the HR Agent Workspace shows the entire list of HR services available like so.

Because we have a lot of HR Services, this giant list is very confusing for agents to browse through and select the correct HR service. 

We want the agents to be able to choose a COE for a new case transfer or at least be able to see the topic category as it is shown in the backend like so:

If anyone has any input or resolution to this problem it is very much appreciated. 

Thank you!

[Musab Rasheed]

Hello,

That's how it displays in Workspace and in Native UI, workspace is slightly confusing whereas Native UI is clear. You cannot change the behavior, I suggest you create HI ticket to check with servicenow team. Mark my answer as correct if that helps

Regards

[Musab Rasheed]

Hello,

If you are fine with my reply kindly mark my answer as correct and close the thread.

Regards

[Susan Britt]

You would have to modify the Transfer Case UI Page to change this functionality.

[John Zhang1]

Actually you can search COE first, like Workforce Administration and then all HR services will be displayed under.  Please don't change OOB feature as possible.  Please see the attachment

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct.