Create or modify HR services

HR Services are the benefits, assistance, and support your HR department provides to your employees.

Before you begin

Role required: sn_hr_core.admin

HR Services represent the entire HR process from definition, request, and fulfillment.

HR Services is the starting point for case creation. HR Services provides:
  • Name of the service being provided.
  • Links to the Topic detail. Topic detail is linked to the Topic category.
  • Links to an HR case template. HR case templates populate data into a case and link child cases and tasks.
  • Links to a record producer.
  • Able to add fulfillment instructions for HR cases associated with the HR service.
  • Provides a checklist for the HR agent to follow while working the case.
  • Lists available service table fields to display.

You can customize the fulfillment process by category or case type and provide a checklist to ensure that progress is tracked.


  1. Navigate to HR Administration > HR Services > HR Service Configuration.
  2. Click New.
  3. Fill in the form.
    HR service name Name of the HR service.
    Value The value automatically fills after entering the Name. This value is used in scripts.
    Topic detail Click the Lookup using list icon and select the topic detail associated with this HR service.
    Topic category The topic category the HR service is under. The value depends on the topic detail selected.
    COE The Center of Excellence displays dependent on topic detail selected.
    Active Check to make this service active.
    Template Select the HR template associated with this HR service. Click New to create an HR Case template.
    Record producer Select the record producer associated with this HR service. Click New to create a record producer. Record producers are associated with tables and a specific type of catalog item.

    Refer to Record Producer.

    Lifecycle Event Type Select the Lifecycle Event Type that the HR Service belongs to. Entering a Lifecycle Event Type ensures that the activities in an activity set can be associated with an HR case.
    Case options Select case options you want associated with this HR service. Click New to create a case option. You can add the following as defaults for cases created for this type of service:
    • Add Manager to Watchlist - The manager of the subject person is added to the watchlist and receives notifications about the case.
    • Automatically Create Draft Document - Automatically place a document for HR services to the subject person on the HR Service Portal. An example is when an employee requests tuition reimbursement. An education expense agreement document is automatically sent to the employee to sign.
    • Do Not Default Subject Person - Subject Person is not defaulted from the Opened for person when a case is created.
    • Skip Auto Assign - HR case is not automatically assigned to an HR group or agent.
    • Skip Automatic User Acceptance State - Select to bypass the user acceptance state.
    • User Cannot Cancel - Subject person on HR case cannot cancel it.
    Approvers Select users that can approve the cases created from the HR service. Workflows or service activities use this field to determine who should approve a case created from this HR service.
    The defaults are:
    • Opened for Department head
    • Opened for Manager
    • Subject person Department head
    • Subject person Manager
      Note: Click New to add an approval person from an HR case table.
    Description Enter a description of this HR service.
    Fulfillment Instructions Enter instructions that appear on the case form. Fulfillment instructions guide the HR agent on how to complete the case or task.

    Fulfillment instructions provide an overview of the requirements to complete the task or case.

    HR Service Additional Information Select the Service table fields to display for the HR service. Service table fields come from the COE table associated with the HR service.
    Click and select the Subject person related lists to be associated with the HR service. This tab lists all tables that have data related to the profile and can be used as a reference to the case.
    Note: The base system provides default Subject person related lists, but configurable.
    Knowledge articles Select knowledge articles on how to complete the HR case associated with the HR service.
    Note: Knowledge articles are only visible to HR agents and not employees.
    Checklist Create items to appear as a checklist.
    A checklist provides list of required things to be done for the case or task and the ability to check them off when completed.
    Note: When a form is configured to have a checklist and it does not show, refresh your web page.
    Service Activities Displays for HR services that require an activity type of task or approval.
  4. From the Form Context Menu, click Save to save your work and remain on the HR Service form. The Service Activities section displays. Service activities are approvals or tasks. Refer to Create or modify a Service Activity.
  5. Click Update to save your work and return to the HR Services list.