Variables not reflecting in HR Agent Workspace (Field Config + UI Builder)

[AkanshaB3993166]

I am currently working on updating variables in HR Agent Workspace and facing an issue where the changes are not getting reflected.

I initially attempted to modify the variable using field-level configuration, but the updates are not visible in the workspace.

To further investigate, I created a custom page in UI Builder and added a record list component to display the relevant fields and variables. However, even in this setup, the variable values are not updating or reflecting as expected.

This makes me suspect that HR Agent Workspace might be using a different data source, UI component binding, or a standard configuration (such as data broker, view model, or workspace-specific components) that is not directly affected by field-level changes or basic UI Builder configurations.

Could someone please help with the following:

• What is the correct approach to edit or display catalog variables in HR Agent Workspace?
• Are there any specific components (e.g., Variable Editor, Data Broker, or HR-specific components) that need to be configured?
• Do we need to modify any workspace configuration, view rules, or experience settings for these changes to take effect?

Any guidance or best practices on handling variables in HR Agent Workspace would be really helpful.

Thanks in advance.

[sanjaygupta]

Catalog variables don’t sit on the HR Case record as normal fields. That is why field-level configuration and a record list in UI Builder won’t show them. The standard way is the Variable Editor, which you add as a formatter (a form element that displays variables) to the workspace form.

The Variable Editor isn’t on the HR Case form out of the box. You can add it by creating a formatter and adding it to the form view of the HR table. To show the variables in HR Agent Workspace, do this: servicenow

• Open System UI > Formatters and look at the formatter used for the Incident variable editor.
• Create a new formatter for your HR Case table in the HR Core scope, and copy the formatter name from the Incident variable editor. servicenow
• Open Form Layout (or Form Designer) for the HR Case table and select the “Workspace UIB” view. servicenow
• Make sure you are in the correct application scope.
• Add a new form section called Variable Editor and place the formatter in it.
• Save, then reload the workspace and open a case that was created from a record producer or catalog item.

You don’t need a data broker or HR-specific component for this. Mapping variables to new fields on the table isn’t a good practice. Showing the Variable Editor is the better route. servicenow

For your second question, the formatter on the workspace form view is the component to configure. A UI Builder record list only shows table fields, so it won’t show variables.

For your third question, a new workspace configuration or experience setting shouldn’t be needed. The change goes into the form view the workspace uses, so a wrong scope or view is the usual reason it doesn’t appear. Build and test this in a sub-production instance first, and capture the change in an update set.

If you also need variables on HR Tasks, be careful. Some community members see variables on the HR Task form in the native UI but not in Agent Workspace, and I didn’t find a confirmed fix. You can raise a case with ServiceNow Support if the same steps don’t work for you. servicenow