HR cases for VIPs

Your organization can assign VIP status to users, such as the CEO and vice-presidents, to ensure that the resolution of their tasks is given high priority.

If your organization uses the VIP feature, set up the following to ensure that VIP HR cases are handled appropriately.
  • Add HR managers to the group HR VIP Watchlist. When an HR case is submitted, members of this group receive notification as the case progresses.
  • Review the HR service level agreement (SLA) for handling VIP cases; the duration is two hours. When the duration is reached, the SLA is breached and the members of the watchlist are notified.
  • Set the default priority to assign to HR cases for VIPs in the Human Resources configuration options.

VIP status is assigned to users in the user profile. Organizations using VIP status can customize the user form in the Form Designer to show the VIP check box.

You can identify VIP HR cases in the following ways:
  • HR Cases list: A VIP icon appears in the Opened for field. You may have to personalize the list to see the Opened for field.
  • HR Case form: The employee name in the Opened for field is red.
  • HR catalog items: When the form is submitted, a message appears at the top identifying the submitter as a VIP.