Create an HR case

HR agents can create HR cases for employees, for example, if an employee calls them with a question that must be investigated. Typically, employees use the HR Service Portal to create HR cases for themselves by submitting a request through the HR Service Portal or Catalog.

Before you begin

Role required: hr_basic or hr_case_writer

About this task

HR agents can create a new HR case using the Create New Case form. The HR agent can select a category to create standard tasks for each type of case.

Procedure

  1. Navigate to HR - Case Management > Case Management > Create New Case.
    The HR Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage.
  2. Complete the fields on the left side of the form.
    Table 1. HR case fields
    Field Description
    Number The auto-assigned case ID number, which cannot be changed.
    Opened for The user who needs HR assistance. Click the lookup icon and select the user. The user's location and department information is filled in automatically if it is known.

    If you are creating an onboarding case, the user is not yet in the system. Leave this field blank and select the Onboarding category.

    Location The geographical location of the user associated with the case.
    Department The department of the user associated with the case.

    If you select the department, the Manager field is populated if there is an assigned department head.

    Category The category of the HR case. By selecting the category, you can save the new case and initiate the auto-assignment process, if one is available.
    Note: Some of the case categories have an associated workflow.

    If you select the Onboarding category the Create Onboarding User dialog opens. Proceed with step 3 below.

    HR profile The associated HR profile, if any.

    Click Create Profile to automatically generate the HR profile if none exists.

  3. (Optional) If you selected the Onboarding category, enter the user's name and email address in the Create Onboarding User dialog.
  4. Enter a short description.
    As you enter the short description, a list of knowledge articles matching words you type appears below the notes section. You can preview the articles to determine whether the caller's question is answered.
  5. Right-click the form header and click Save.
    When the new case is auto-assigned, the workflow stage and State fields move to Assigned. The Assignment group and Assigned to fields are populated. You can change these fields if necessary.

    Knowledge articles that appeared when you entered the short description are listed. There are two tabs; one showing articles that you have access to, and one showing articles that the caller can access. These may be different, for example, if you are located in the U.S. and the caller is located in Mexico and there are different articles for each country's holiday schedule.

  6. To preview and attach a knowledge article to the case, complete the following steps.
    1. Click Preview next to an article.
      If you know the article contains the information you need without previewing it, click Attach next to the article.
      The article opens in a pop-up window. Click the up or down arrow to review the previous or next article. Click (X) to close the window.
    2. To attach the article, click Attach to HR Case.
    The article content is copied into the Activity field. After you update the case, the article appears in the Attached Knowledge related list.
  7. Complete the form.
    Table 2. HR case fields
    Field Description
    State The state of the case.
    Priority The precedence of the case, based on the category and whether the employee is a VIP.
    Opened The date and time the case is opened.
    Opened by The user creating the record.
    Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources.
    Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group.
    Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the add me icon to include yourself.
    Skills The required skills of the person assigned to this category of HR case.
    Short description A brief description of the case. A default value appears if you selected a category.
    Description A longer, more detailed description of the case.
    Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it.
  8. (Optional) Depending on the case category, HR profile fields may appear. Enter any new or changed profile information for the user.
  9. (Optional) Click an option under Related Links to add tasks, employment history, or emergency contacts, or to see the caller's organization chart.
  10. Click Update.

Result

After the HR case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended, for example, if the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available.

HR managers and administrators can view case SLA records by navigating to HR - Case Management > Case Management > Case SLAs. You can also run SLA reports.