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HR Service Management release notes

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HR Service Management release notes

ServiceNow® HR Service Management application enhancements and updates in the Helsinki release.

Helsinki upgrade information

For information on changes in the Helsinki release that require your consideration before you upgrade, see Human Resources upgrade information.

Activation information

HR Service Management is available as a separate subscription. The Human Resources Application: Core ( plugin provides basic HR features, and there are several other plugins that are provided with the subscription.

Following is a list of each additional plugin and the features it provides.
  • Human Resources Application: Service Portal ( activates the employee self-service HR Service Portal. HR Service Portal is the external portal used for recruiting and pre-employment activities. It is used to interact with new employees after they are hired and before they start.
  • Human Resources Application: HR Connect ( sets up an HR chat queue and makes it available on the HR Service Portal. Your organization must activate Connect.
  • Human Resources Application: Workday Integration ( provides two-way integration with the Workday solution for your organization.
  • Human Resources Application: Reporting Overview ( provides the Overview and Overview Reporting dashboards.

Browser requirements

HR Service Portal requires Internet Explorer version 10 or later. The Manage HR Catalog and Manage HR Skills modules require Internet Explorer version 9 or later.

New in the Helsinki release

HR Service Portal
The Employee HR Service Portal is based on Service Portal. This single context-based portal supports the hire-to-retire process by adjusting the catalog items and knowledge content based on employment status.
  • Allows HR to modify the layout, configure, and brand the employee portal experience to your specifications with the use of prebuilt HR widgets. Widgets define the user experience and streamline the interactions between an employee and HR.
  • The My To Do List widget provides an indicator and launching point for any open employee tasks, such as reviewing and signing a document with the e-signature capability. It provides visibility into task due dates.

    The HR To Do List widget provides a visual indicator of the tasks that HR, Facilities, and IT are completing. It shows the activity in progress, expected completion dates, and completion statuses.

  • Additional widgets include Top Rated Articles, My Profile, My Team/Contacts, My Cases, Suggested Reading, Information, and Map/Weather. If no content exists for a widget, the widget is not displayed.
Documentation completion and e-signature
  • HR can create, load, and define a document in the system.
  • Implemented e-signature capabilities, which let users sign documents by entering their user names and passwords, typing their names, or drawing their names.
  • Signature pad submission lets a user sign a single document and attach it to a document task. E-signature submission, on the task UI page, is attached to the HR case.
PDF generator
Augmented the PDF generator plugin to handle multiple PDF templates. Also included the ability to preview a template and edit content before generating a PDF document. The final signed document can be saved to the case for retrieval in the future.
HR services implementation and automation
20 prebuilt HR modules are provided across common HR areas. These modules are Benefits, Payroll, Employee Relations, HR Systems, and Employee Data Management.
  • HR services use currency, percentage, and SSN widget types. Tables for medical, disability, insurance, and retirement benefits have been added. Also, an Angular page to manage the task model (to match the case model) is added. Includes explicit KB mapping to each service, letting you define the exact KB article to display to employees, eliminating the need for employees to search for related information.
Catalog management
Allows catalog administration pages to handle multiple depth categories. HR users with the role [hr_admin] can edit categories and items using the Manage HR Catalog module to allow the mapping of documents to catalogs.

Changed in this release

  • HR task management: Implemented the ability to configure onboarding tasks and KB content based on employee profile criteria and includes a property defining a completion date.
  • Improved ease of use and setup: Added improvements to ease the use and setup of HRSM, including validation of configuration alerts for HRSM and a more modern HR agent interface. Interface includes HR workbench view for case management, using List v3 implementation.
  • Workday integration enhancements: Added Time Type and Employment End Day info to the HR Profile [hr_profile] table.
  • Security enhancements: Secured client-callable script includes by removing impersonate checks. Added a property controlling the ACL impersonate checks on tasks, cases, attachments, images, audits, and history lines.
  • User and profile enhancements: Removed common fields between the HR Profile [hr_profile] and Sys User [sys_user] tables.
  • Assigned state: The assigned state was removed from the base system. When you have customizations that use the assigned state, import it into your current version. Go to your previous instance, copy your custom assigned state (export to XML), and import it to your current instance.