HR Agent workspace doubt

[vanshika09]

We are working on the HR Agent Workspace Triage Dashboard.
We created a custom UI Builder page and updated the Record List configuration to include additional/custom fields. However, the changes are not reflecting in the Triage Dashboard, specifically in:
COE selection
Vertical lane dropdown options
From our analysis, these options do not appear to be directly controlled through UI Builder configuration.
Currently, the Vertical lane dropdown only shows:
Priority
HR service
Assignment group
We would like to understand:
From where are the COE and Vertical lane dropdown values actually populated?
Are these values controlled through backend configuration, scripted logic, or HR Case table mappings?
Is there any supported way to add custom fields to the Vertical lane dropdown?
Why do Record List/UI Builder changes not reflect in the Triage Dashboard component?
Any guidance on the correct backend configuration or supported customization approach would be very helpful.
We are working on the HR Agent Workspace Triage Dashboard.

We created a custom UI Builder page and updated the Record List configuration to include additional/custom fields. However, the changes are not reflecting in the Triage Dashboard, specifically in:

COE selection

Vertical lane dropdown options

From our analysis, these options do not appear to be directly controlled through UI Builder configuration.

Currently, the Vertical lane dropdown only shows:

Priority

HR service

Assignment group

We would like to understand:

From where are the COE and Vertical lane dropdown values actually populated?

Are these values controlled through backend configuration, scripted logic, or HR Case table mappings?

Is there any supported way to add custom fields to the Vertical lane dropdown?

Why do Record List/UI Builder changes not reflect in the Triage Dashboard component?

Any guidance on the correct backend configuration or supported customization approach would be very helpful.

 Thankyou

[sanjaygupta]

The Triage Dashboard has its own settings, and your custom UI Builder page is a separate page. That is the most likely reason your Record List changes don’t show up in it. The documentation describes the dashboard as a Kanban-style view that you configure from its own Settings icon, not from a record list.

The COE list comes from your COE setup. Each COE is an extension of the HR Case [sn_hr_core_case] table. You manage them here: servicenow

• Go to HR Administration > COE Configuration.
• Check that the COE you expect is active.
• Go to HR Administration > COE ACL Configuration and check your group’s access. COE security policies decide which cases you can view or change. servicenow
• If a COE is still missing, check the roles of the user you are testing with.

The Vertical lane list is part of the product, not a table mapping. The documented choices are HR service, Priority and HR assignment group. Each choice also drives what happens when you drag a card. Moving a card changes the case’s priority, assignment, or HR service, depending on the lane type. To change the lane setting, do this: servicenowservicenow

• Open HR Agent Workspace and select the Triaging Dashboard icon.
• Select the Settings icon.
• Pick the lane type in the Vertical lane list.
• Select Apply.

I found no documented way to add custom fields to the Vertical lane list. A community thread asks the same question about removing HR service and adding new options, and I didn’t see a confirmed answer. A custom lane would also need its own drag-and-drop update logic, so it is a customization and not a setting. servicenow

If you need grouping by a custom field, consider these supported options:

• Use the three built-in lanes together with the COE filter.
• Build a separate custom page for your own grouping, and leave the OOB dashboard untouched.
• Raise it with ServiceNow Support or as an idea on the community, since the dashboard is described as customizable only through its settings.

Also check that Kanban Components [sn_knbn_comp] and the Kanban board component [sn_visual_board] are installed. Make any change in a sub-production instance first, and don’t edit the out-of-box page directly. servicenow