One of the HR service no showing from workspace when HR agent click the transfer button.

HarishP99228150
Giga Contributor

3 weeks ago

Hi @all,

We have approximately 40+ HR Services configured. All of them appear when we click the Transfer button, and after selecting the COE, the HR services are displayed in the workspace based on the HR Criteria.

However, there is one specific HR Service that is not appearing in the HR Agent Workspace.
We have already checked the HR Criteria, ACLs, and Business Rules, but couldn’t find any issues. The same HR Service does appear correctly in the platform UI for the same subject person and the same HR agent—it just doesn’t show up in the HR Agent Workspace.

Other HR Services under the same COE, Topic Category, and Topic Details (including newly created ones) are working fine.

 

HarishP99228150_0-1769174227526.png

 

Is there anything we might be missing or any additional configuration we should check?
Any guidance would be appreciated.

0 Helpfuls
  • 217 Views
1 REPLY 1

Sabrina Ethridg
ServiceNow Employee

2 weeks ago

Simple questions - but is the service still active and not the same service as case?  It seems that the platform UI lets you transfer it to the same service, but in the workspace you are prevented from selecting the same service as the case that is being transferred.

0 Helpfuls