Customizing Fields in My Assistance Notification UI for HR Case Tickets – Limitations & Request for Enhancement

We're currently working on customizing the notification UI for HR Case tickets in the My Assistance interface, specifically for scenarios when:

1. An HR Case operator comments on a ticket
2. A ticket is awaiting acceptance from the user

Goal:
We would like to display only the following fields in these notification states:

• When HRC Operator comments:
  • HRC Number & Title
  • Status
  • Last Activity
• When ticket is awaiting user acceptance:
  • HRC Number & Title
  • Status
  • Last Activity

Current Behavior:
Moveworks currently displays standard ticket fields in all such notifications if those fields have values — even if some of them are not relevant to our users in this context.
We reached out to Moveworks support and learned that:

• These fields are mapped at the platform level, and not customizable at the individual use-case level.
• Steerability was tested, but the model couldn't override the field inclusion.
• Therefore, removing or limiting fields displayed in the notification UI for particular use case isn't currently supported.

Why This Matters:
Customizing visible fields based on ticket state or context would:

• Improve clarity for end users.
• Reduce visual noise in the notification UI.
• Increase adoption and satisfaction with the My Assistance interface.

Request:

• If others have found workarounds or custom configurations to manage visible fields in ticket notifications, please share your experiences.
• If this is a common need, we’d love to see Moveworks consider adding this as a platform-level enhancement