HR Service Management release notes

For the ServiceNow® HR Service Management (HRSM) application, the Human Resources Scoped App: Core plugin is available for new instances starting with the Istanbul release.

Istanbul upgrade information

If you are an existing HRSM user on a release prior to Istanbul, you are using the HRSM Non-Scoped app that is activated with the Human Resource Application: Core plugin. After an upgrade to Istanbul, you can continue to use the HRSM Non-Scoped app.
Important: If you use Workday Integration, the Human Resources Application: Workday Integration plugin does not appear. To activate this plugin, consult your service manager. Do not activate the Human Resources Scoped App: Workday Integration plugin.

If you want to migrate to using the new HRSM Scoped app from the HRSM Non-Scoped app, consult your service manager. For Istanbul, there are two versions of the HR Service Management application.

Activation information

Because there are two different versions of the HR Service Management application, use extreme caution when activating the HR plugins. Only activate the plugins that are titled Scoped App.
  • Human Resources Scoped App: Core
  • Human Resources Scoped App: Security
  • Human Resources Scoped App: Service Portal
  • Human Resources Scoped App: Workday Integration
Note: If you are using the HRSM Non-Scoped app, do not activate the scoped plugins.

New in the Istanbul release

The HRSM Scoped app prevents users outside of the HR organization from accessing HR data. It includes the following features:
Scoped roles
Scoped roles for both HR case workers and HR clients (employees, contractors, alumni, and others) grant these users access to HR services. Users without an HR scoped role are blocked from viewing HR cases or HR profile information.

Only the HR Administrator [sn_hr_core.admin] can assign scoped HR roles. These roles can be assigned to inactive users to create HR cases for new hires and alumni.

IT System Administrators [admin] can still impersonate ServiceNow users. However, when impersonating a user with a scoped HR role, an admin is not able to access features granted by that role, including HR cases and profile information. Also, admin cannot change the password of any user with a scoped HR role.

HR Case form
The HR Case form has service-specific fields dependent on the type of service selected at the time of case creation.
The HR Case form includes a fulfillment instructions section. HR admins can define specific instructions for each case type using this section. There are three types of fulfillment instructions:
  • Knowledge Base integration. If you already documented fulfillment instructions in your KB, you can link the articles directly.
  • Rich text. You can format and publish instructions within the HR service. Or, if you have instructions on an external knowledge base, you can provide a hyperlink to information.
  • Checklists. You can create a checklist that appears for a specific HR service.

The HR Case form has a field to capture the Subject person for the case. The Subject person is the person the request is regarding. When the Service Catalog is used to submit the request, often the Subject person is the same as the Opened for person.

An example of a Subject person is when a manager opens a case (Opened for) to promote an individual (Subject person).

Note: The Opened for person has full access to case details and status, but the Subject person only sees tasks assigned to them.

Additional fields on the HR Case form can be customized for specific HR Services.

HR Service Portal
The HR Service Portal provides suggested reading and information widgets for all employees. All open cases and associated tasks display.
Open Case page
The Open Case page allows users to view assigned or open tasks and cases. Employees can also communicate with HR from this page.
Tiered based assignment
Tiered based assignment groups are available to support easier assignments and escalation of cases. Cases are assigned to Tier 1 by default, based on the type of HR service and location of the Subject person of the case. For cases that require escalation, case workers in the next tier are prioritized before a direct manager.
Automatic assignment
Auto assignment for cases and tasks uses an assignment engine that identifies a set of selection criteria. This assignment engine determines what group or HR agent is assigned to a case. The assignment engine:
  • Uses a business rule and identifies that the state of the case is Ready or Work in Progress.
  • Checks the matching rules. Each case type and task have a pair of rules. The highest priority rule matches HR agents by skills, country, and number of cases assigned to an agent. If the country cannot be matched, an agent with the required skills and least number of cases is assigned. The agent must have all required skills for the case before being assigned.
  • Looks for unassigned agents within an assignment group.
Record producers
Record producers use platform templates instead of the Service Management Core templates for default values and creating child/sibling cases.
HR Criteria Module
HR admins can use the flexible HR Criteria module to set up conditions to define groups of employees. These groups can be targeted with specific information, documentation, videos, and links on their HR Service Portal.
Guided Setup
Guided Setup provides a sequence of tasks that helps you configure HR Service Management. You are guided through configuration activities organized in categories. A visual percentage of completeness displays to monitor progress.