0
4.6.2
Australia, Zurich Patch 8, Zurich Patch 7, Zurich, Yokohama Patch 4, Yokohama
Standalone Application
The Agent Workspace for HR Case Management application is a new re-factored workspace for HR agents. The new UI Builder-based workspace makes it more configurable and flexible for customers.
This is in-line with ServiceNow's focus on continually improving HR Agent Workspace as a human-focused experience catered toward HR agents.
- A modernized visual design language.
- A simplified, unified platform navigation that brings everything together into one unified user experience, in one browser tab.
- New UIB-enabled HR Agent Workspace that enables theming, app configuration, and development in UI Builder.
- Critical Functionality Fixes: Resolved critical issues preventing core case management workflows from functioning properly.
- Fixed the "Create HR Case" action bar button that was bypassing mandatory field validation on Interaction records, allowing incomplete cases to be created.
- Restored the functionality of the Close Complete button that had been unresponsive, preventing agents from transitioning cases to the "Awaiting Acceptance" or "Closed Complete" states.
- Re-enabled Approve and Reject buttons on approval sub-record forms that were missing in Agent Workspace.
- Fixed drag-and-drop Transfer Case functionality in the Triaging Dashboard that was not responding to user actions
- Form & Field Handling: Improved form rendering and field behaviour to provide a smoother user experience.
- Resolved intermittent read-only field issues on Move Attachments where the Topic Details and Document Type fields were locked despite selection, blocking attachment workflows.
- Eliminated misleading validation error messages on the Transfer Case modal COE field that appeared even when the field was correctly auto-populated.
- Corrected information message alignment in the Preview Document modal during document template generation.
- Enhanced the case creation form to clarify why the Next button is disabled when the search field is empty and how Skip Verification relates to the primary form flow
- Data Filtering & Logic: Fixed how data is filtered and displayed across HR Agent Workspace lists.
- Corrected HR Service filtering on the Case Creation page to consistently use the Subject Person field instead of following whichever field (Subject Person or Opened for) was changed last, ensuring eligible services always appear.
- Resolved the Delegated HR Cases and Delegated HR Tasks lists that showed no records.
- Performance & UI Optimization: Enhanced performance and resolved display issues to ensure smooth operation at scale.
- Optimized attachment loading to eliminate page hangs and unresponsiveness when the system contains a large number of attachments in the Move Attachments feature.
- Removed console errors that were being flooded when loading the Move Attachments page in UI Builder, improving debuggability and development experience.
- Fixed file access permission handling for users with limited roles who received "File Does Not Exist" errors when accessing Summary Report attachments, even though attachments were properly created.
- Localization & Internationalization: Enhanced support for international users by fixing date format hardcoding in HR Agent Workspace. Date formats now properly respect locale settings and language plugins, ensuring correct date display for users with non-English language settings (e.g., Japanese date formats for Japanese language plugin users) and supporting localized deployments globally.
- Requires HR Service Delivery Standard
- Requires the following plugins to be installed:
- com.sn_hr_core,
- com.app_hr_components,
- com.glide.playbook_experience.config,
- now_playbook_exp:22.1.2 (Tokyo) OR now_playbook_exp:23.0.5 (Utah),
- sn_playbook_exp:22.1.2 (Tokyo) OR sn_playbook_exp:23.0.5 (Utah),
- sn_hr_casecard:1.0.3,
- com.sn_hr_lifecycle_events(optional),
- com.sn_hr_lifecycle_ent (optional)
- After installing Agent Workspace, download and run the WS bulk RCAs approval script to automate the RCA approvals for any record; else you will have to manually mark the RCAs as allowed