Create an employment verification letter case

Employees can request an employment verification letter through the HR Service Portal. HR employees can create an HR case and fulfill this request through HR Employee Data Management.

About this task

When an employee requests an employment verification letter, HR agents use HR Employee Data Management to fulfill this request. The letter is generated based on the HR profile information. The HR agent assigned to the request can attach the letter to an email message and send it to the contact email address provided.

Procedure

  1. Navigate to HR - Employee Data Management > Case Management > Employee Data Management Cases.
    The Employee Data Management Cases list opens.
  2. Click New or a case number.
    The Employee Data Management Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage.
  3. Complete the form.
    Table 1. Employee Data Management 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 using list icon and select the user. The location and department information is filled in automatically.
    Location The geographical location of the user associated with the case.
    Department The department of the user associated with the case.

    The Manager field is populated when 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.

    Select Employment Verification Letter.

    PDF Template Location of the employee determines the letter template. Change by clicking the Lookup icon to view a list of letters.
    Skills The required skills of the person assigned to this category of HR case.
    State The state of the case and also displayed along the top.
    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.
    Short description A brief description of the case. A default value appears when you select a category.
    Description Contact information provided by the employee displays.
    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.
  4. Click the About Employee, Employment Information, and Contact Information tabs to add or change personal information.
  5. Click Update to save and return to the Employee Data Management Cases list or Start Work to save and remain on the Employee Data Management Case form. The State changes to Work in Progress.
    Knowledge articles based on 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. Different geographic locations or holiday schedules by county determine the article selection.
  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 that 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.

Result

After the HR Employee Data Management 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 when 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.