Watchlist user unable to view opened for, assigned to and watch list on Standard Ticket Page - HR

[tomasfranco]

Our watch list users have access to the HR Case in the Portal but can't see the case header information like "opened for", "assigned to" and watch list". Is there a way to update their view to add this information?

 

[masonreed11]

I don't believe this is available out of the box. The visibility of those header fields is typically controlled by the HR Service Portal widgets and user permissions. I'd check the case header widget, any related ACLs, and UI policies to see what's being filtered for watch list users. If there's no configuration option, a small portal widget customization may be needed to expose fields like Opened for, Assigned to, and Watch list.

[Ankur Bawiskar]

@tomasfranco 

those are task related fields

may be they don't have access to those field data

Did you check if they can see in native?

Did you debug using Access analyzer which ACL is blocking?

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

[Kohei Tominaga1]

Hi,  

You can change the view by customizing Standard Ticket Confuguration

1. Access to Standard Ticket > Standard Ticket Configuration
2. Select HR case tables and see Tab Configurations related list
3. Select "Activity", "Approvers", "Attachment" and "Additional Details" and change visible condition as you want

Here is the Docs link for your reference
https://www.servicenow.com/docs/r/platform-user-interface/service-portal/configure-tabs-for-standard...

I hope this will help you.

[ajmalmuhamm]

Hey @tomasfranco ,

Yes, this is possible, but it depends on how your HR Service Portal/Employee Center page is configured.

The case header is typically rendered by a widget or Now Experience component rather than the standard form layout. If the watch list users have access to the HR case but can't see fields such as Opened for, Assigned to, or Watch list, you'll need to review the portal/workspace configuration to determine which fields are exposed in the header.

A few things to check:

• Verify that the header widget/component is configured to display those fields.

• Ensure the users have read access (ACLs) to the corresponding fields on the HR Case table.

• If you're using Employee Center, review the page in UI Builder to see whether the header component can be configured to include additional fields.

If the header component doesn't support displaying those fields out of the box, a customization of the widget/component may be required.