The 'Transfer Case' in HR Agent Workspace not retrieving the list after the Australia Upgrade

[AakankshaSK]

Hi Community,

We recently upgrade our ServiceNow instance from Yokohama Patch 13 to Australia Patch 2. After which we came across one issue related to the UI Action in the HR Agent Workspace.

The 'Transfer Case' UI action in the HR Agent Workspace is not retrieving the list of available HR Service in the HR Agent Workspace although it is working in the Native UI.

No code changes were done during the upgrade.

This is how it is showing in the Native UI.

It will be very helpful if you could help in identifying the root cause for this issue.

Appreciate for your inputs on this.

[Ankur Bawiskar]

@AakankshaSK 

if you are sure nothing has changed after upgrade then raise a case with ServiceNow as this looks like an upgrade bug.

[Ankur Bawiskar]

@AakankshaSK 

may be it's because of this PRB

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti]

Hi @AakankshaSK 

Refer KB Article: KB2657082 Transfer Type Dropdown Not Populating in HR Agent Workspace 

Cause

A bug in the UX Client Script “Update available transfer types for HR case SRP” caused incorrect mapping of transfer types using output.map(type => ...) instead of output.methods.map(type => ...).

 

Resolution

To resolve the issue:

• Navigate to UX Client Scripts and locate Update available transfer types for HR case SRP.
• Update the script logic to use:

JavaScript

output.methods.map(type => ...)

instead of

JavaScript

output.map(type => ...)

• Test the fix in a development instance and validate that the Transfer type dropdown populates correctly.
• Apply the fix to higher environments following change management.
• Refer to PRB1859289 for tracking the permanent fix from ServiceNow.