Create New Case

HR agents can create HR cases for employees that request information that must be investigated or to initiate an HR service. 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: sn_hr_core.basic or sn_hr_core.case_writer

Procedure

  1. Navigate to HR Case Management > Create New Case.
    The HR Case list opens and displays the different types of cases that can be created.
  2. Click the type of HR case you want to create.
    • Total Rewards Case: Create a retirement, health, tuition, benefits, or beneficiaries case.
    • Workforce Administration Case: Select to create a verification letter case.
    • Employee Relations Case: Select to create a disciplinary issue or disciplinary issue inquiry case.
    • HRIT Operations Case: Select to create an HR account, HR portal, HR report, or password reset related case.
    • Payroll Case: Select to create a direct deposit or payroll-related case.
    • General Case: Select to create a general inquiry case.
  3. Complete the form.
    Table 1. HR case fields
    Field Description
    Number The auto-assigned case ID number, which cannot be changed.
    Opened for The person who submitted the request.

    When the Service Catalog is used to submit a case, the Subject person defaults to the Opened for person.

    Click the lookup icon to find a user.

    Users flagged as a VIP appear in red and the priority changes to 2-High.

    Point to the reference field icon to view, edit, or create HR profile information.

    Subject person The person the request is regarding. Often times, the Subject person is the same as the Opened for person when the Service Catalog is used to submit the request.

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

    Click the lookup icon to find a user.

    Users flagged as a VIP appear in red and the priority changes to 2-High.

    Point to the reference icon to view, edit, or create HR profile information.

    HR service The HR service for the case. HR services are requests related to the type of case you selected from the HR Case list.
    Parent Click the Lookup using list to search for a case that is the parent to this case.

    For example, this case is for issuing a raise and is the child to the parent case of promoting an employee. There can be several child cases under a parent case.

    Benefit plan This field only displays for Total Reward cases and specific requests are selected from HR service.

    Click and select the Total Rewards benefit plan associated with the request.

    PDF Template

    This field only displays for Workforce Administration cases and Employment Verification Letter is selected from HR service.

    Click the Lookup using list icon and select the default letter or the icon next to it to view the letter.
    Disciplinary issue reasons

    Warning type

    Warning date

    Required corrective action

    These fields only display for HR Employee Relations cases and Disciplinary Issue is selected from HR service.

    Click the Lock icon and then the Lookup using list icon. Select the disciplinary issue and warning types associated with the case.

    Enter the corrective action taken.

    HR system This field only displays for HRIT Operation cases and a specific request is selected from HR service.

    Click the Lookup using list icon. Select the HR system associated with the case.

    User name This field only displays for HRIT Operation cases and Password Reset is selected from HR service.

    Enter the user name of the employee asking for a password reset.

    Report frequency

    Report type

    These fields only display for HRIT Operation cases and Report Request is selected from HR service.

    Click the Lookup using list icon. Select how often you want to generate the report and the type of report.

    Account nickname

    Routing number

    Account number

    Account type

    These fields only display for Payroll cases and Direct Deposit is selected from HR service.

    Enter the nickname, routing number, account number, and select the account type of the direct deposit.

    Deposit type

    Deposit amount

    This field only displays for Payroll cases and Direct Deposit is selected from HR service.

    Click and select the type of deposit for the direct deposit. Dollar amount and percentage fields appear depending on what is selected.
    Pay discrepancy type

    This field only displays for Payroll cases and Payroll Discepancy is selected from HR service.

    Click and select the type of pay discrepancy that is being disputed.
    Skills The required skills of the person assigned to this category of HR case.
    State The state of the case. The different states display along the top of the form and are:
    • Draft
    • Ready
    • Work in Progress
    • Closed Complete
    • Closed Incomplete
    • Cancelled
    • Awaiting Acceptance
    • Suspended
    Priority The precedence of the case, based on the HR service.

    The priority automatically overrides the template and changes to 2 - High for users flagged as VIP.

    Source From where the case originated. Sources are:
    • Not selected
    • Self Service
    • Phone
    • Chat / Connect / Live Feed
    • In Person
    • Email
    • Other
      Note: Cases created through email or self service are automatically moved to Ready state and assigned to a group or user.
    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.
    Note: To change the Assignment group, the Assigned to agent must be a member of the new group.
    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.
    Note: To change the Assigned to HR agent, the agent must be a member of the 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.

    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 accuracy.

    Description A longer, detailed description of the case that populates from the Service Catalog.
  4. Click Save from the Content menu to remain on the Case form or Submit to return to the HR Cases list.
  5. To change the state click Ready for Work. Or, click the State field, change the state, and click Save to remain on the case form or click Update to return to the HR Cases list.
    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. Different geographic locations or holiday schedules by country 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.
  7. (Optional) Click a task to view or update task assigned to the case.
  8. (Optional) Click to create a checklist of reminders or Comments and Work Notes to provide additional information about the HR case.
  9. (Optional) Click Fulfillment Instructions to view information on how to complete the case.
  10. (Optional) Click Comments and Work Notes to view activity and comments that are visible to the user.
  11. (Optional) Click an option under Related Links to add a task, escalate the case, or repair SLAs.
    The tabs that display depend on the type of case and HR service selected.
    Tab Description
    Cases for Subject Person List of cases associated with the Subject person.
    Cases for Opened for User List of cases associated with the Opened for person.
    Attached Knowledge List of knowledge articles attached to the HR service type.
    Requested Items List of items requested for the case. Requested items are created from tasks, but do not display under HR Tasks.
    Similar Cases List of related cases by type of request.
    KB Articles Read by User List of Knowledge Based articles read by the Subject person.
    Health Benefits for Subject Person Displays for Total Rewards cases only. List of health benefits the subject person is enrolled. This tab only displays for health benefit cases.
    Retirement Benefits for Subject Person List of retirement benefits the subject person is enrolled. This tab only displays for retirement benefit cases.
    Direct Deposit for Subject Person Direct deposit information for subject person. This tab only displays for direct deposit cases.
    Child Cases Lists child cases associated with this case.
    Beneficiaries

    Beneficiaries for Subject Person

    Only displays for Total Rewards cases with an HR service type of Beneficiaries Add/Modify or Inquiry.

    List of beneficiaries for Opened for and Subject person.

    You can add new or edit existing cases, attached knowledge, requested items, similar cases, or Kb articles.
  12. Click Save to stay on the case form or Update to return to the HR Cases list.

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 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 > All HR Cases > Case SLAs. You can also run SLA reports.