HR Series: Part 3

Creating an HR Service

 

Overview 

Creating or modifying an HR service defines the request-to-fulfillment process for various case types. Examples of HR services include benefits enrollment, direct deposit setup, and background check requests by third-party providers. 

Before You Begin 

  • Required Role: sn_hr_core.admin 

Procedure 

  1. Navigation:
    • Go to All > HR Administration > HR Services > HR Service Configuration.
    • Click New or open an existing record.
    • Note: The Centers of Excellence (COEs) available to you may differ depending on the HR package you have. The categorization of HR catalog items is employee-facing only and does not relate to the categorization of HR services under the HR COEs data model.
  2. Creating a New HR Service:
    • If you plan to make a new HR service available for employee self-service, see the HR catalog item configuration instead. Creating a new HR catalog item automatically creates a corresponding HR service, avoiding duplicate services.
    • If you have an existing HR service that you want to make available for employee self-service, do not create an HR catalog item. Instead, see Configure a record producer for an HR service to add the existing service as an HR catalog item in the HR service catalog.
  3. Agent Workspace:
    • The Agent Workspace for HR Case Management is highly configurable for HR agents and supports the same functionality as the Classic HR Service Delivery Agent Workspace.
  4. Filling in the HR Service Form:
    • HR Service Name: Name of the HR service.
    • Value: Automatically set to the name of the HR service. 
    • Badge: Badge to use with the HR service, indicating which department is fulfilling the activity. See Configure an HR badge for more information. 
    • Fulfillment Type: Select one of the following values: 
      • Manual: Simple fulfillment with no associated configurations (e.g., answering a medical benefits inquiry). 
      • Service Activity: Fulfilled by service activities such as approvals, tasks, or child HR services. See Configure a service activity for an HR service for more information. 
      • Workflow: Fulfilled by a workflow. 
      • Lifecycle Event: (Enterprise Onboarding and Transitions only) Fulfilled by a lifecycle event. Select a lifecycle event in the Lifecycle Event Type field. See Building a lifecycle event for more information. 
      • Advanced: Combination of workflows and service activities. 
      • Flow: Fulfilled by a flow. Select a flow in the Flow field. A condition needs to be created for the HR service to link the flow. See Flow Designer for more information. 
    • Topic Detail: Second-level categorization for HR services. See HR service categorization for more information. 
    • Topic Category: First-level categorization for HR services. See HR service categorization for more information. 
    • COE: HR Center of Excellence that the HR service is categorized under. COEs are organized around functional disciplines and are extensions of the HR Case table. See HR service categorization for more information.
    • Note: For Enterprise Onboarding and Transitions, an HR service for a lifecycle event can be associated with any COE.
  5. Additional Options:
    • Automatically Close Case: Option to automatically close the HR case after all to-dos or mandatory to-dos are complete. This field appears when Service Activity or Lifecycle Event is selected from Fulfillment Type.
      • Close When: Select one of the following:  
        • All to-dos are complete 
        • Mandatory to-dos are complete 
    • Close Offset: Number of days to offset the closure of the HR case (maximum 90 days).
      • Note: If a case has only optional tasks and its HR Service has auto_close_case set to true and close_when set to mandatory, the case will automatically close when the scheduled job runs, ignoring the auto_close_offset field.
    • Active: Option to activate the HR service for use.
    • Show Case to Subject Person: (Employee Service Center only) Option to show the HR case to the subject person when it is created, including:
      • HR tasks assigned to the subject person
      • Child HR cases where the subject person is also opened for 
      • Child HR cases when the subject person has a task assigned 
      • Requests where the subject person is the requested for
      • Note: The HR ticket page shows all to-dos and requests for an HR case when the Opened for and Subject person are identical. If you want the Subject person to only see tasks assigned to them, change the Opened-for person to someone different (possibly the Subject person’s manager).
    • Template: HR case template to use with the HR service. The template automatically populates fields on the HR case form when a request for that service is made. See Configure an HR case template for more information.
    • Record Producer: (Employee self-service only) Record producer to use with the HR service if you want to make the service available as an HR catalog item. The record producer defines the required fields and how the HR catalog item appears in the HR service catalog. See Configure a record producer for an HR service for more information.
      • Tip: For best results, do not configure multiple record producers to invoke a single HR service.
    • Case Options: Additional options for the HR service, such as:
      • Add Manager to Watchlist: The manager of the Opened-for person is added to the watchlist and receives notifications about the case. 
      • Agent Can Add An Approval: Allow agents to add ad-hoc approvers to a case. 
      • Automatically Create Draft Document: Automatically place a document for HR services to the subject person on the HR Service Portal (e.g., an education expense agreement document for tuition reimbursement requests). 
      • Automatically Initiates Document Tasks: Tasks are created for participants mapped to a document template. This option appears only when the Document Templates plugin is installed and a document template is selected on an HR service. 
      • Do Not Default Subject Person: Subject Person is not defaulted from the Opened-for person when a case is created. 
      • Skip Auto Assign: An HR case is not automatically assigned to an HR group or agent using the HR template or matching rules. 

Additional Notes 

  • Skipping Auto Assignment: Skipping auto assignment does not affect the HR templates, assignment rules, or workflows. 
  • Skip Automatic User Acceptance State: Select to bypass the user acceptance state. 
  • User Cannot Cancel: The person the HR case is opened for cannot cancel it via the Employee Center (EC) or service portal. 
  • HR Criteria: Defines the conditions that an employee must meet for an HR agent to access that HR service on their behalf. For example, you can configure the HR criteria for a 401(k) request so that the HR service is only available to U.S. employees from the Create New Case module. See HR criteria for more information. 

Note: HR criteria applied to the HR service is internal-facing only and has no relation to the user criteria used to control what HR catalog items an employee can access from the HR service catalog. See Edit the Record Producer for an HR catalog item for more information. When defining conditions like case sensitivity or null values, see APIGlideFilter – Scoped, Global. 

  • Opened for / Approver View: (Employee Service Center only) Configuration of the HR ticket page header for the person the HR case was opened for and any approvers. See Configure the HR ticket page header for an HR service for more information. 
  • Subject Person / Task Assignee View: (Employee Center only) Configuration of the HR ticket page header for the subject person of the HR case and any task assignees. See Configure the HR ticket page header for an HR service for more information. 
  • Case Creation Service Config: Configuration of the HR case creation form for the HR service. The HR case creation form displays when an HR agent selects an HR service from the Create New Case module. You can configure the form to include additional fields to collect relevant information. See Configure the HR case creation form for an HR service for more information. 
  • Description: Description of the HR service. 
  • Checklist: Provide a checklist of items for HR agents to check off when fulfilling the HR case. 
  • HR Service Additional Information: Configure the fields that appear on the HR case form after a request for that service is made. This is a two-part process. In addition to the configuration here, you must also configure the HR case form for the HR Center of Excellence (COE) that the HR service is categorized under. See Configure the HR case form for an HR service for more information. 
  • Click Submit or Update

 

While the above technical tip has been provided with care and consideration, it’s important to acknowledge that individual circumstances may vary. Always ensure compatibility and feasibility within your specific ServiceNow environment before implementing any suggestions. Additionally, back up your data and proceed with caution when making any changes to your instance or workflows. 

As with any change in ServiceNow, make sure you test any changes prior to moving to production.