Transfer Case in HRSD

[BT11]

Hello,

Is there a way to see the Assignment Group before transferring the Case to new HR Service/COE?

Currently Agent knows the Assignment Group but is unsure of HR Service.

Please advise.

Best

BT

[Runjay Patel]

Hi @BT11 ,

There is no OOB mapping there which tells you that X group belongs to which COE or HR Service. Have you done such mapping in group? if yes the you can simply pull group based on HR service selected above.

If you wanna do this then first you have to map the HR group with respective COE/HR service and then you can put filter to choose the group.

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

-------------------------------------------------------------------------

[BT11]

Yes, we have but how do I pull those Assignment Groups on the Transfer Case Page? Could you please share the steps or screenshots if possible.

Thanks

[JT8]

I would first recommend ensuring that the HR service options to select are descriptive and obvious enough for HR agents to be able to use. This is the simplest long-term option based off the info you've provided.

That said, if you would like to see assignment group, the easiest way will be to adjust the OOB UI page 'Transfer Case' (link below). Be aware of the warning that it is a high priority file type and if altered might generate skipped record. Ensure you and the client know the implications of this (see here about skipped records)

Within the transfer case UI page, you should append the following section so that it displays assignment group appended to each HR service (note: you must have a specific assignment group specified in a field for this to work -- i.e. mapping)

'Transfer Case' UI Page

formatResult: function(item) {
    // Append item details to display
    return sanitizeDisplay(item.display + " - " + (item.additionalInfo || "No additional info"));
},
formatSelection: function(item) {
    return sanitizeDisplay(item.display + " - " + (item.additionalInfo || "No additional info"));
},

Link to OOB Transfer Case UI Page

https://PUT_YOUR_INSTANCE_HERE.service-now.com/sys_ui_page.do?sys_id=452f10e42f131200b3c9a310c18c9511&sysparm_record_target=sys_ui_page&sysparm_record_row=1&sysparm_record_rows=4&sysparm_record_list=nameCONTAINStransfer%5EORDERBYname