Create an HR 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 Center of Excellence (COE) type of HR case you want to create.
    • Lifecycle Events Case: Create an account notification or request onboarding case.
    • Total Rewards Case: Create a retirement, beneficiaries, dental, general, leave of absence, health, pharmacy, tuition reimbursement, or vision case.
    • Workforce Administration Case: Create an employee profile update, verification letter, or relocation assistance case.
    • Employee Relations Case: Create a disciplinary issue or disciplinary issue inquiry case.
    • HRIT Operations Case: HR account access request, HR accounts inquiry, HR portal support request, password reset, report inquiry, report request, or setup new hire HR profile case.
    • Payroll Case: Direct deposit inquiry, direct deposit setup, employee payroll setup request, payroll discrepancy, or request corporate credit card case.
    • Talent Management Case: Employee travel visa request, non-disclosure agreement, request background check, request drug screen, or work visa transfer request case.
    • General Case: 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.
    Relocation reason Select the reason the employee is requesting relocation assistance. Only shows for Workforce Administration cases.
    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 search icon icon to find a user.

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

    Point to the reference lookup icon 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 search icon icon to find a user.

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

    Click the reference lookup icon 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.
    Note: Bulk Parent Case does not display as a selection because it is only used when creating a parent case for child bulk cases. Refer to Create or modify bulk HR cases.
    Parent Click the search icon icon 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.

    Select the Total Rewards benefit plan associated with the request.

    PDF Template

    This field only displays for cases that require a letter or document to be sent.

    Click the search icon icon to select a different letter or document. Click the reference lookup icon icon to view the details of the letter or document.
    Disciplinary issue reasons

    Warning type

    Warning date

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

    Click the Lock icon and then the search icon icon. Select the disciplinary issue and warning types associated with the case.

    Select the warning type and date the warning was delivered.

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

    Click the search icon 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 search icon 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.

    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 Discrepancy 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. Skills can auto-populate based on the HR Template associated with the HR Service.
    State The state of the case. The state can auto-populate based on the HR Template associated with the HR Service.
    • Draft
      Note: Can only be changed to Ready, Closed Complete, Closed Incomplete, Cancelled, or Suspended.
    • Ready
    • Awaiting Approval
      Note: Can only be changed to Ready, Closed Complete, Closed Incomplete, Cancelled, or Suspended.
    • Work in Progress
    • Closed Complete
    • Closed Incomplete
    • Cancelled
    • Awaiting Acceptance
    • Suspended
      Note: The State cannot be edited in List view.
    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 search icon 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. Short descriptions can auto-populate based on the HR Template associated with the HR Service.

    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 or HR Service Portal.
    Required corrective action Displays for Disciplinary Issues. Enter the corrective action taken.
    Business justification Only appears when Talent Management Case is selected from HR Case and Employee Travel Visa Request or Work Visa Transfer Request is selected for HR service.

    Enter the business reason for requesting a visa or transferring a visa.

    Country travelling to Only appears when Talent Management Case is selected from HR Case and Employee Travel Visa Request is selected for HR service.

    Select the country the visa is for.

  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.
    The following tabs display depending on the HR Service selected:
    • Fulfillment Instructions/Checklist: Select to view information on how to complete the case. This information is defined in the HR Service configuration. Refer to Create or modify HR services.
    • Comments and Work Notes: You can add comments or work notes to the case. Check the Work notes box to hide the comments from the Subject person.
    • Tuition Reimbursement: Displays when Tuition Reimbursement Request is selected for HR service for a new case or you selected a tuition reimbursement case from the HR Cases list.
    • General Information: Select to view or update personal information for an employee. Values in blue and below a field indicate information an employee requested to change.
    • Contact Information: Select to view or update contact information for an employee. Values in blue and below a field indicate information an employee requested to change.
    Tasks: A list of tasks associated with the case displays. Click a task to view or update it.
    Related Links: The following display depending on the type of case and roles associated with the user:
    • Add Task: Click to add a task to the case. Refer to add a task.
    • Show SLA Timeline: Displays the SLA in timeline format that shows elapsed time.
    • Show Workflow: Displays the workflow that is associated with the case.
    • Escalate Case: Click to escalate the case and provide a reason.
    • Activity Set Execution: Displays for Lifecycle event cases. Click to view the Activity Set Contexts and each activity set.
    • Repair SLAs: Click to repair any service level agreements associated with the case.
    Additional tabs that display depend on the type of case and HR service selected.
    Tab Description
    Fulfillment Instructions Instructions that guide the HR agent on how to complete the case or task. The HR Service defines the fulfillment instructions.
    Checklist A list of required things to be done for the case or task. The HR Service defines Checklists or entered directly into the case form when the case is created.
    Note: When a form is configured to have a checklist and it does not show, refresh your web page.
    Comments and Work Notes Information specific to the case as it progresses to the Closed Complete state. Comments are visible to the customer, Work Notes are not.
    Tab Description
    Emergency Contacts List of emergency contacts for the Subject person.
    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.
    Approvers Lists employees that can approve changed information or the case, state of approval, comments, and associated dates.
    Request Items
    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.
    HR Cases All HR cases for the Subject person person.
    The following displays when configured from the HR Service.
    Health Benefits for Subject Person 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.
  7. 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.