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HR case management

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HR case management

HR case management holds the details of HR requests, such as requests for information, and HR processes, such as onboarding and offboarding.

Users can submit HR cases through the HR Service Portal.

HR specialists, generalists, and managers can perform any of the following tasks.

  • Create HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.
  • Create HR cases for automated HR processes, such as employee onboarding and offboarding.
  • View HR case information and manage the overall HR workload. For example, a manager may work with all HR cases that are not assigned.

HR cases can have one or more associated HR tasks to manage individual pieces of work within the case.

Administrators can customize the predefined HR case processes such as inquiries, onboarding, and offboarding. New HR processes can be designed to meet the requirements of your organization. For example, you may have a process for maternity and paternity leave requests that you can automate.

Processes may vary depending on the employees they relate to, their teams, locations, positions, and other factors. For example, an onboarding process for a sales employee may differ from the onboarding process for an IT employee. An employee who travels requires a laptop, but an employee based in the office is given a desktop. After a process is defined, the associated department can set up and maintain the rules and conditions for the process.

Example HR request

An employee named Alan wants to find out about the paternity leave policy. Alan also wants to discuss flexible working hours around the expected time of the birth of his child.
  1. Alan submits an HR request through the HR Service Portal asking about paternity leave policies and requesting a meeting to discuss flexible working hours.
  2. An HR case is created and assigned to an HR agent, such as a specialist or generalist, based on assignment rules.
  3. The HR agent processes the HR case, creating two HR tasks for this two-part request. Each task is assigned to the user who can process it.
  4. When all the tasks are completed, the HR case is closed.