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ServiceNow HRSD Daily Questions

In this article, I am providing day-to-day questions asked by developers on ServiceNow HRSD, anywhere on the internet, across various forums. My objective is to provide all such daily activities on ServiceNow HRSD in one place with easy and sharp answers.

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What is bi-directional PeopleSoft to HRSM integration In ServiceNow?

Bi-directional integration between PeopleSoft and HRSM (Human Resources Service Management) in ServiceNow refers to the exchange of data and information between these two systems in both directions, allowing for a seamless flow of HR-related data and processes. Let’s break down what this integration means:

  1. PeopleSoft: PeopleSoft is enterprise resource planning (ERP) software that is commonly used for managing various aspects of an organization’s human resources, such as employee records, payroll, benefits administration, and more.
  2. HRSM (Human Resources Service Management): HRSM is a module within ServiceNow that focuses on managing HR service delivery and employee service requests. It enables HR teams to streamline HR processes, track employee requests, and provide self-service capabilities to employees.

Here’s how bi-directional integration between PeopleSoft and HRSM in ServiceNow typically works:

  • Data Synchronization: The integration allows for the synchronization of data between PeopleSoft and HRSM. This includes employee information, organizational structures, job roles, and other HR-related data.
  • Employee Onboarding and Offboarding: When a new employee is hired in PeopleSoft, their information can be automatically transferred to HRSM to initiate the onboarding process. Similarly, when an employee is terminated or offboarded in PeopleSoft, this information can trigger offboarding processes in HRSM.
  • Employee Self-Service: Employees can access HRSM through a self-service portal in ServiceNow, where they can submit requests, update personal information, and access HR resources. Data from PeopleSoft can be used to populate employee profiles in HRSM, ensuring accuracy and consistency.
  • Case Management: HR teams can use HRSM to manage employee inquiries, issues, and requests. Integration with PeopleSoft allows HR agents to access employee records and relevant HR data directly from the case management interface.
  • Reporting and Analytics: Data from PeopleSoft can be leveraged for reporting and analytics within HRSM, providing insights into HR metrics, workforce trends, and compliance.
  • Workflow Automation: Integration enables the automation of HR processes that involve data from PeopleSoft. For example, performance reviews, salary changes, and benefits enrollment can be triggered based on data changes in PeopleSoft.
  • Updates and Changes: When changes occur in PeopleSoft (e.g., an employee’s department or job role changes), these updates can be reflected in HRSM in real time, ensuring data consistency across systems.
  • Security and Compliance: Integration ensures that sensitive HR data remains secure and compliant with data privacy regulations by maintaining data consistency and access controls.

For more details, click Here

What are Restricted Caller Access Privileges?

Restricted Caller Access Privileges is a feature introduced in the London release that is an additional security layer that allows ServiceNow administrators to set whether other applications/scopes can access data in another app.

  • There are two settings: Caller Restriction and Caller Tracking
    • Caller Restriction means that the application administrator must approve other scopes to access the data
    • Caller Tracking allows other scopes to consume the data but that access is tracked in a log and no approval is required
  • This is a setting in many different configurations within the platform:
    • Tables: via the Application Access tab, where you designate if another app can read, create, update, or delete records and if that action is Caller Restriction or Caller Tracking
    • The script includes settings at the top
    • System Events
  • Because of the sensitive nature of HR data, the scoped HRSD application leverages this feature, specifically Caller Restriction.
  • Again, this means that any time another scope needs to access HR configurations and data, it must be approved.
  • But keep in mind that HR is comprised of many scopes, so this even means that one HR scope calling another HR scope must also be approved!

Read operation on table ‘sn_hr_core_profile’ from scope ‘Global’?

Hi Team ,

Issue: The below error is being displayed when reading records from the HR profile table, even though cross privileges are present and ACL is present. How can I resolve this issue? Coss Scope privilege with Global as Source scope is not allowed.

ERROR: : Source descriptor is empty while recording access for table sn_hr_core_profile: no thrown error
Security restricted: Read operation on table ‘sn_hr_core_profile’ from scope ‘Global’ was denied because the source could not be found. Please contact the application admin.
Security restricted: Read operation on table ‘sn_hr_core_profile’ from scope ‘Global’ was denied. The application ‘Global’ must declare a cross-scope access privilege. Please contact the application admin to update their access requests.


This is the error you will receive when the Application Restricted CallerAccess record is not “Allowed”.

You can go to the Restricted Caller Access form and look for records that do not have the status of “Allowed”. It is my theory that the operation is making a call into the HR: Core scope that you have not allowed.

This Restricted Caller Access is a new feature in Kingston. This is how we have enhanced the HRSD application to give the HR Administrator more visibility into the operations made against the HR: Core scope.

There is a Community webcast on this new functionality that would give detailed information on this new feature. You can find it here:

How to change the date format on a specific field from short (MM/DD/YYYY) to long (MMM DD, YYYY)?

I need to change the format of a specific date field on an HR case form from short (MM/DD/YYYY) to long (MMM DD, YYYY).

  • Create a New Field called ‘Long Date’ of type String
  • Click ‘Advanced View’
  • Insert the code below into the ‘Calculation’ field, substituting ‘resolved_at’ with your field
(function calculateLongDate(current) {
	var gDateTime = new GlideDateTime(current.resolved_at.getDisplayValue());
    var gDate = gDateTime.getDate();
	var longDateTime = gDate.getByFormat('MMMM dd,YYYY');
	return longDateTime;  
  • Add the field to the form, under your Date field (example below)
  • Date/Time formats are documented here.

Is it possible to activate the HR plugin on our personal developer instance?

Yes, you can do it by the below steps.

  • Yes it is available for free in the Developer instance 
  • Please follow the below screenshot and activate it
  • Please activate Human Resources Scoped App: Core, Human Resources Scoped App: Integrations and Human Resources Scoped App: Lifecycle Events

What is the scoped HR application?

The scoped HR application is the current version of the HR Service Delivery product and was introduced in the Istanbul release.   The primary benefit of the scoped application is the ability to restrict access of sensitive HR data to only those with HR roles.   The scoped application also allows HR admins to administer content within the HR product, including having control over who can access the HR data.

Why should I migrate to the scoped application?

The scoped HR application provides additional security over HR data and allows HR to manage their content within the HR product.   This allows HR to be more self-sufficient and no longer reliant on IT for content updates, with IT maintaining control of the content outside of the HR scope.   The scoped application also introduces the Center of Excellence (COE) model of separate case tables for each COE, which makes it easier to manage and report on cases within each COE.

In addition, all development of new features and functionality for the HR Service Delivery product will be made to the scoped application.

Finally, the legacy unscoped application will be sunset and no longer be supported in March 2024 with the Utah release.

What can a scoped HR admin do?

A user with the HR admin role (sn_hr_core.admin) and Delegated Developer access can configure areas within the HR application menu, including:

  • HR Knowledge
  • HR cases
  • HR tasks
  • HR skills
  • HR services
  • HR templates
  • HR catalog
  • HR criteria
  • HR Profile tables (benefits, compensation, direct deposit, etc.)*
  • HR document templates
  • HR surveys
  • HR reports
  • HR email notifications
  • HR SLA definitions*
  • HR Inbound Email Actions
  • Workday integration setup*
  • Managed HR lists (positions, benefit types, relationships, etc.)
  • Scripts (UI Actions, business rules, client scripts, etc.)* 

How do I know whether I’m on the scoped or non-scoped application?

The scoped application is a separate plugin from the non-scoped application so you can identify your version of the product by looking at the plug-in name (System Definition > Plugins). 

Can I run the non-scoped and scoped HR applications concurrently?

It is technically possible to run the two applications/plugins at the same time but there are several items to be aware of:

  • Activating the scoped application will create a new application menu pointing to the scoped tables.  This will also add a ” – Legacy” suffix to the application menus associated the the non-scoped app to help distinguish between the two similar application and module menus in the navigation bar.
  • Cases will exist on two separate tables [hr_case] and [sn_hr_core_case] which can cause a poor agent experience since they will have two places to navigate to based on the type of case they are working on.  Navigation can be improved by creating a view of the Task table filtered to Task Type equals HR Case (both options) and relevant COE tables; however, this could cause performance issues since it is querying the entire task table.  Also, columns in the list view will be restricted to only those extended from the Task table (Short Description, SLA, Assigned To, etc.)
  • Widgets within the employee portal will need to be modified to pull data from both HR Case tables.  This could lead to a poor employee experience depending on how it is handled and whether there are separate lists for scoped and legacy cases.
  • The scoped app uses all new tables, some of which are duplicates of those in the non-scoped app.  Data for tables such as HR Profile and Position will need to be maintained within both the scoped and non-scoped versions of the tables.  This may require changes to the transform maps of any integrations that populate those data tables.

What level of effort should I expect when migrating to the scoped application?

Every customer’s deployment of HR Service Delivery is unique so it is difficult to provide a general estimate of the effort required.   As a general guideline, the more customizations that were made to the out-of-the-box product, the greater the effort will be for that customer to migrate their custom changes to the scoped application.

ServiceNow’s Professional Services team can assist with assessing the effort and costs of migration

What are HR Services?   How do they impact HR Catalog Items?

HR Services are used to define standardization and process within HR requests.   The HR Service is essentially the request type (ex: tuition reimbursement, benefits inquiry, etc.) and is used to determine what the fulfiller’s experience working that case will look like.   Examples of items defined within an HR Service are fulfilment instructions, service-specific fields, associated tasks, pre-populated fields (using HR Templates), and approvers.   More information can be found in the HR Services for Case and Knowledge Management section of the Product Documentation.

The HR Catalog remains the same but the script field on the HR record producers has changed to call upon the appropriate HR Service.   This is automatically added to all new HR Catalog Items but you may need to update legacy record producers to leverage the new HR Service functionality.   It is recommended to use the out-of-the-box HR Services and HR Catalog Items or recreate your legacy HR Catalog during migration; however, you can use the code below in the record producer script field if you choose to modify your legacy HR Catalog.

How to maintain a holiday calendar for SLA?

You can configure HOLIDAYS in Schedule. Click Here

Regarding Agent Assist and the ability to attach knowledge to a case, is it possible to attach an article body in additional comments section of a case instead of the article link? If so, how can we enable this?

 This is possible from the Table Configuration list. Please review this document for configuration instructions.

Does the Agent Assist feature require AI?

  • Not necessarily. Agent Assist can work in 2 ways.
  • The first is using Predictive Intelligence (AI) via the Similarity framework to generate KB article recommendations.
  • The second is through logic using a field, for example short description, to then search the KB for relevant articles.
  • By default, Agent Assist is using the second option and does not require AI for feature use.
  • Agent Assist is configured by navigating to the HR Agent Workspace guided setup from the filter navigator.
  • From the main menu, scroll to where you see the option to configure search. For Predictive Intelligence to work, you will need to create a similarity definition that looks at kb_knowledge or another knowledge table. 
  • The value here you can create your definitions for relevant search results using PI. You can also expand this argument to include other PI-related solutions such as Knowledge Demand Insights, where PI can be used to identify gaps in KB articles to help boost agent performance and case deflection. 

Is Agent-to-Agent Manager chat supported in HR Agent Workspace?

As of the Quebec release, Agent Whisper chat (manager listening into Agent) is supported in Agent Chat.

Can I configure the Agent Chat inbox or the HR Case inbox?

Each service channel in AWA can have its card layout: Service channels > Inbox layouts > Select a layout.

How do I make available specific service channels for my Agents?

You can remove options from the channels on the ‘Available’ Presence State and it would not be associated for the agents to receive work items on those options. You can control this using the Apply to Groups (don’t select Apply to All) on the Presence State configuration.

Do keyboard shortcuts work on HR Agent Workspace? If I type CMD+S will it trigger the save action?

No keyboard shortcuts will work by default in HR Agent Workspace. Quick actions or slash commands are designed to work for faster responses to chat and/or response templates and are available for HR Agents to use.

Can we use the VIP field to sort which chats are answered in a certain order? The use case is for VIP chats to be handled as a priority, followed by all other chat requests.

The way Agent Chat and Advanced Work Assignment (AWA) operate is work item sort order controls the order in which queued work items get offered to Agents. This means the latest chat offered will be at the top of the Agent’s queue irrespective of which person raises that chat. Unfortunately, the work item order for the Agent’s inbox can’t be configured and the latest chat offered will always be at the top of the list. If the Agent has a maximum capacity of 4 and they are already working on 3 chats; if 2 more chats come in, then the VIP chat will get assigned first before the other chat. However, the Agent will not see the chats in a specific order in their inbox.

Is the Automated Testing Framework (ATF) currently supported in the HR Agent Workspace?

ATF for HR specifically is not a slated roadmap item at this point as this feature sits at the platform level. Product Docs, Developer Portal, and the ServiceNow Community are great resources for information on ATF and Agent Workspace. Here is one example. In terms of documentation, please review ATF in Paris and Quebec releases as a starting point. 

Is it possible to control the case creation module? We would like to only allow case creation for users who have an HR profile and would not want additional profiles to be automatically created. Currently it allows for all users in sys_user but not hr_profile.

 It is possible to do this by modifying a script include. You will have to remove sys_user from searchTables from Script Include hr_CaseCreation.  This approach is not recommended as it is a customization to key components driving HR Agent Workspace usability. We will have additional search configuration options available in a future release.

Is it possible to control the case search results on the case creation page? Use case: as the system grows, we see potential performance issues if we don’t have a way to restrict the number of records shown during case creation.

The ‘Page size’ field in the case creation configuration restricts the overall number of results shown. The default setting is 10 and you can adjust this value up or down depending on how many results you would like to return.

Is the COE field mandatory while creating an HR case from an Interaction record?

The Case Creation UI can be modified for editing this just has to be requested from HI/Now Support (to unlock the UI Page for editing). Once unlocked, it is possible to hide the COE field and rename the HR service field to something more representative of its function.

How can users create a custom checklist for a case?

  • Checklists are read-only within the HR Agent Workspace and are designed to be created by the process owner or admin at the HR Service Template level.
  • We are seeing checklists created at the HR service template level, but cannot find how an Agent can create new checklist items or create new templates directly on a specific case.

Does HR Agent Workspace support the in-form viewing of a PDF file and other file types, such as Word or Excel?

The document viewer only supports PDFs but not office file types. PDF file viewing was introduced in the Quebec release.

How will history work on HR Agent Workspace?

As part of the related lists, we store previous case history for ‘opened for’, ‘subject person’, and ‘interactions’ that the user may have previously had. Case history is stored in the Activity Stream for an open case. We currently don’t have a ‘recent’ tab in Workspace. The closest thing would be the ‘recently updated’ components on the landing page which would show you any of your cases that have recently changed.

Does HR Agent Workspace preserve the HR Case parent-child relationship? Is it possible to relate a bunch of existing HR cases to another parent HR case? 

Yes, the parent-child relationship between HR Cases is preserved in HR Agent Workspace. 

Is there any easy way to open a new tab showing the HR Portal, as an Employee would view it, from HR Agent Workspace?

Nothing standard out of the box; however, this could be configured as a declarative action or else using the deep link generator.

Do Quick Messages work in HR Agent Workspace?

Yes, Quick Messages are available from the send email case action and will display in the Contextual Side Bar in the Quebec release. Navigate to the HR Agent Workspace case form > overflow menu (3-dots menu) > Compose Email > Quick Messages and Response Templates are both available from the Contextual Side Bar.

Does HR Agent Workspace support encrypted fields?

In Quebec, support 1-way encrypted text fields such as password is provided. Please review our product documentation on supported field types in the HR Agent Workspace. In an upcoming release, we have added additional 2-way encrypted field support that can be found in our product documentation when this release becomes available.

Custom UI Actions with scripting elements are not working as expected when enabled with HR Agent Workspace. They display as expected but do not seem to cause anything to happen when clicked. How can I fix this?

You will need to adjust any custom UI actions to be Workspace compatible, and in most cases, this is as simple as checking a box on the UI Action form view to be visible in the Workspace view. It is also recommended to re-evaluate any custom scripts used to ensure the UI action is working as expected in the Workspace UI.

Custom fields on the native platform do not appear OOTB on the form in HR Agent Workspace. Is this expected functionality?

Yes. Custom fields will need to be configured to appear in HR Agent Workspace. You will need to include the field when you are configuring the HR Agent Workspace form view and ensure the field type is supported in HR Agent Workspace, as not all field types are supported in HR Agent Workspace. You can learn more about supported field types in product documentation.

Can I remove or change the Comments and Work Notes fields in the Activity Stream? Or change the default to stacked mode only?

You are not able to remove the comments and work notes fields from the form at this time. However, this is planned for a future release. You can minimize this by putting these fields in a separate collapsed form section OOTB so they’re out of the way. Please see this configuration workaround:

  • Create a UI policy and make it specific to HR Agent Workspace to hide the form section of Comments and Work Notes.
  • Clear the cache and reload the form in the agent workspace to validate it works.
  • You can use the system property: glide.ui.activity.journal.stacked to enable or disable the option to allow HR Agents to view the Comments and Work Notes in the Activity Stream as stacked or side by side.

Are Guided Tours supported in HR Agent Workspace?

Guided Setup is available but not Guided Tours.

Are UI macros supported in HR Agent Workspace?

It depends on the UI macro. Some are supported such as deep linking. For custom UI macros, it is best to create a field action via declarative actions, that upon clicking, would launch the UI macro within a modal.

 I am seeing ‘false’ at the top of the HR Agent Workspace for every case tab.

The tab label shows the Display Value of the table. 

  • It is possible you may have added a field to that table and set it to be the display value of the table which is now showing in the tab.
  • To confirm this, in the standard/platform UI, pull up the record while logged in as Admin.
  • Right-click on the header or click the hamburger Additional Actions button and choose Configure Table. 
  • In the Columns section you should have a column named Display (including OOB) but if not, add it via the gear.
  •  Right-click on any of the false values and ‘Filter Out’.
  • This will present you with the column that is used for display with a value of true. It is likely there is a boolean true/false field set as true which is causing the issue. 
  • If this is not happening in another instance compare which column is supposed to be set to true and adjust accordingly. Only one column can be a table’s display value.

Can search results (when searching from the upper right corner search bar) include results that pull from custom fields?

  • Yes. These would need to be configured and indexed for global search.
  • You can configure global search from HR Agent Workspace Guided Setup > Search.

Can I use HR Agent Workspace to support both HR Cases and IT Requests? 

  • As of now, HR Agent Workspace and ITSM Agent Workspace are separate.
  • However, you can still give an Agent both the HR Agent roles and ITIL roles so they can access the underlying records in either Workspace.
  • One thing to note is the individual components, configuration, or any other Workspace-specific experiences may not transfer across HR Agent Workspace to ITSM Agent Workspace, or across ITSM Agent Workspace to HR Agent Workspace.
  • In the future, a joint HR/IT Agent Workspace is planned to solve this use case.

 Is it possible to have multiple lists open in HR Agent Workspace? Similar to the tabbed view of cases, interactions, and articles, can you view lists in these tabs? Or are lists only available from the “Lists” icon on the left-hand side, which only allows the option to have one list open at a time?

Not at this time. You can create personal lists and configure table options to display from the ‘+’ menu but not view lists in multiple tabs.

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