HR Case Default View Frozen — How to Change Default to HR Workbench for All Users

Kruthikar
Tera Contributor

‎12-01-2025 08:09 AM

Hi,

I’m having an issue with the HR Case default view in our instance. The HR case form "default view" seems to be “frozen” on the standard view and I’m unable to switch it to the HR Workbench view for all users. Even when I manually select HR Workbench, it doesn’t persist, and other users don’t see it by default.

I’m trying to figure out:

  1. How to set HR Workbench as the default view for all HR users (or specific HR roles).

  2. Why the default form view might be locked or not updating, is this related to form view rules, UI policies, ACLs, or HR configuration?

  3. Whether there’s a configuration setting in HR Service Delivery (HRSD) that controls the default HR case view globally.

If anyone has encountered this before or knows where this is managed (Form View rules, HR Configurations, Workbench Setup, etc.), I’d appreciate your guidance.

One screenshot shows the frozen page where nothing is functioning, and another shows the HR Workbench page that I’d like to make the default for all HR agents.


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SupriyaWaghmode
Kilo Sage

Thursday - last edited Thursday

Hello @Kruthikar ,

 

1. Setting Views Based on Specific Roles

Use View Rules (System UI > View Rules) to control which form or list view appears based on conditions such as user roles.

  • You can include role-based logic using gs.hasRole() in advanced scripts.
  • Steps:
    • Create a View Rule and specify the target table.
    • Check the Advanced box to enable scripting.
    • Use answer = "ViewName"; to assign the correct view, ensuring the backend view name matches exactly.

Reference - https://www.servicenow.com/community/developer-forum/view-rules-with-roles/m-p/1685114
https://www.servicenow.com/community/developer-forum/how-to-change-view-based-on-role-of-user/m-p/22...

https://www.servicenow.com/community/developer-forum/restrict-views-based-on-role/m-p/1718098/page/3

2. Common Issue with Default Views

Problems often occur when a new view named Default is created, overriding the intended blank or titled default view. Case sensitivity in view names can also cause conflicts.

3. Global Default HR Case View

There is no out-of-the-box global setting for the default HR case view (form layout or fields) in ServiceNow HRSD. Instead, view and field configurations are managed per HR Service using HR Service Configuration, which controls the fields shown during case creation based on the selected HR Service.

 

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Thanks & Regards ,

Supriya Waghmode |ServiceNow Community Rising Star 2025⭐

www.linkedin.com/in/supriya-waghmode

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