Create a 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.

View HR case information

Before you begin

Role required: sn_hr_core.case_reader

Procedure

  1. Navigate to HR Case Management > All HR Cases, then select one of the following modules.
    • Assigned to me: all cases assigned to the logged-in user.
    • Open: all open cases.
    • Open - Unassigned: all open cases that have not been assigned.
    • Closed: all closed cases.
    • All: all cases.
    • Case SLAs: all cases with SLAs.
  2. Select the case to view.

Checklists in HR cases and tasks

A feature of tasks is the ability to add a checklist. In an HR case or task, a checklist can serve as a reminder to the HR agent to ensure that the procedure is followed.

A checklist can be added as a reminder for just the current case, or the HR agent can save the checklist for reuse. Do not confuse checklists with HR tasks.
  1. An employee submits a direct deposit request through the HR Service Portal. An HR case is created with the request.
  2. A checklist appears on the HR case. Checklists can be added directly into the case or can be automatically added to a case from the associated HR service. For example, the checklist items are:
    • Verify that the employee has attached the correct direct deposit form.
    • Validate the direct deposit case information.
    • Send information to the payroll department, put case in progress.
    • Approve and close case when payroll completes setup.

Refer to Create or modify HR services on adding a checklist automatically to an HR case.

Create and update an HR task

You can add, view, or work on HR tasks assigned to HR cases.

Before you begin

Role required: sn_hr_core.basic or sn_hr_core.case_writer

About this task

You can view HR tasks from the parent HR case or by going to HR Case Management > HR Tasks. To create an HR task:

Procedure

  1. Open an HR case.
  2. Scroll to Related Links and click Add Task.
  3. Click HR Task to create a task or Requested Item to create an IT request for things like account access, laptop, desk space, and more.
  4. To create an HR Task, complete:
    Table 2. HR task fields
    Field Description
    Number The auto-assigned task ID, which cannot be changed.
    Parent The case number you are creating the task for.
    Location Select the location of the employee you are creating the task for.

    Location determines the HR agent assigned to the task.

    Template Click and select the HR Task template for this task.

    The HR Task template can auto-populate fields like short description and the person the task is assigned to.

    The template can also be linked to another template that requires the employee to acknowledge when the task is completed.

    Due date Select the date the task is to be completed.
    Acknowledgement type When assigning a task to an employee, you can request how the employee acknowledges completion of the task. The tasks appear on the HR Service Portal for the employee.
    Note: The short description comes from the template, but you can add or modify it. It displays on the HR Service Portal.
    • Credential - Send a document (PDF Template) that the user acknowledges by entering a password.
    • E-Signature - Send a document (PDF Template) that the user acknowledges by entering an e-signature.
    • URL - Send a URL link that the user acknowledges when accessed.
    • HR Service - Notify the user a task on the HR Service Portal related to an HR service is assigned.
    • Submit Catalog Item - Notify the user a request for systems access, laptop, desk space, and more for an employee is assigned. For example, you can send a link to a KB article for the employee to read.
    • Mark When Complete - Notify the user a Completed button appears on the HR Service Portal. Use the Short description to provide details about this task.
      Note: Mark When Complete changes the state of the task to Closed Complete.
    Acknowledgement document Only displays when Acknowledgement type is Credential or E-Signature.

    Select the document that is sent to the employee to acknowledge. An example would be a non-disclosure agreement, background check consent, intellectual property statement, and others.

    URL Only displays when Acknowledgement type is URL.

    Enter a URL address you want the employee to view to complete the assigned task.

    HR Service Only displays when Acknowledgement type is HR Service .

    Select the HR service you want the employee to view or edit on the HR Service Portal.

    An example would be to send an HR service that allows the employee to select a health plan, 401(k) plan, or similar services.

    Catalog Item Only displays when Acknowledgement type is Submit Catalog Item .

    Select a catalog item associated with a task.

    Activity Displays when an employee responds or completes a task and shows task activities by employee and assigned HR agent.
    State
    The work status of the case. The states are:
    • Draft
    • Ready
    • Work in Progress
    • Closed Complete
    • Closed Incomplete
    • Cancelled
    • Awaiting Acceptance
    • Suspended
      Note: Change the state to Ready or Work in Progress for the employee to see the task that you created.
    Assignment group

    The HR group the case 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.
    Skills The required skills of the person assigned to this category of HR case.
    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 Short descriptions populate from the template selected and can be overwritten.

    Enter information that prompts the user about the task request. The short description appears on the HR Service Portal to the employee.

    Description A longer, detailed description of the case.
    Additional comments (Customer visible) Enter comments, updates, or information about the task that is visible to the Subject person on the case.
    Work notes Enter notes about the case to correspond with other HR agents. These notes are not visible to the Subject person.
  5. You can:
    1. Click Save from the Content menu to save the task and remain on the Task form.
    2. Click Submit to save the task and return to the HR Case form.
    3. Click Ready for Work to save the task and change the state to Ready and remain on the Task form.
  6. Perform any of the following actions.
    OptionDescription
    Close a task Enter information in the Work notes field and other fields as needed, and change the State to Closed Complete.
    Note: All HR tasks must be closed before the parent HR case can be closed.
    Clone task Click the Clone Task related link. Enter the new task information in the task form and click Update.
    Cancel the task Click Cancel Task in the form header.
    Review the progress of sibling tasks The Sibling Tasks tab displays all tasks under the same case. Click a task number to see the details.
    HR Document Acknowledgement Lists HR document acknowledgement types returned from an employee. You can filter by type:
    • User
    • Document revision
    • Signature
    • Updated
    When all tasks are closed for an HR case, an email notification is sent to the HR agent who is assigned to the case.
  7. To add a document attachment, click the attachment icon attachment icon at the top of the form. Attachments to tasks are available on the parent case.
  8. Click Update.

Transfer an HR case

HR cases can be transferred from one HR service to another after being submitted.

Before you begin

When an HR case is submitted for an incorrect service, it can be transferred.
Note: After transferring a case, the original case and any child cases and tasks are canceled.

Procedure

  1. Open a case to transfer from one HR service to another.
  2. From the Form Context Menu, select Transfer Case.
  3. A warning displays.
  4. From Transfer case to, select the correct HR service.
  5. Click OK. A new case is opened for the selected service.
    The original case is referenced in the new case.