Installed with Case and Knowledge Management Several types of components are installed with Case and Knowledge Management. Tables installed with Case and Knowledge Management Human Resources Scoped App: Core plugin adds the following tables. Table Description HR Bank Account[sn_hr_core_profile_bank_account] Subject tables (HR services). HR Beneficiary[sn_hr_core_beneficiary] Subject tables (HR services). HR Benefit[sn_hr_core_benefit] Subject tables (HR services). HR Benefit Type[sn_hr_core_benefit_type] Types of benefits. HR Benefit Plan[sn_hr_core_benefit_provider] Providers for benefits. HR Case[sn_hr_core_case] Base table for HR cases. The details of a submitted HR case. HR Condition[sn_hr_core_condition] Details of HR conditions used as filters for any HR table. HR Conditions for Criteria[sn_hr_core_m2m_condition_criteria] Details of HR conditions used as filters for HR Criteria. HR Contact[sn_hr_core_contact] Basic contact information for HR contacts (relating to an HR profile). HR Criteria[sn_hr_core_criteria] Details of HR criteria used to define audiences for HR content. HR Criteria for Links[sn_hr_core_m2m_link_template] M2M between HR links and template lookup. HR Disability Benefit[sn_hr_core_disability_benefit] Subject table (disability benefit). HR Disciplinary Issue Type[sn_hr_core_disciplinary_issue_type] Types of employee performance issues. HR Disciplinary Warning Type[sn_hr_core_disciplinary_warning_type] Types of employee performance warnings. HR Document Acknowledgement[sn_hr_core_document_acknowledgement] Stores document acknowledgement instances. HR Document Template[sn_hr_core_document_template] Stores the PDF templates for services that generate letters. HR Document Type[sn_hr_core_document_type] Details of document type for HR document templates. Employment Verification Letter HR Employee Relations Case[sn_hr_core_case_relations] Details of an employee relations case. HR Health Benefit[sn_hr_core_health_benefit] Subject table (benefit). HR Insurance Benefit[sn_hr_core_insurance_benefit] Subject table (insurance benefits). HR Operations Report[sn_hr_core_op_report] Subject table (reports). HR Operations Report Frequency[sn_hr_core_op_report_frequency] HR operational report frequencies (monthly, weekly, and others). HR Operations Report Type[sn_hr_core_op_report_type] Type of HR report requested. HR Operations System[sn_hr_core_op_system] Operations system for a report (payroll, HR, and others). HR Operations System to Report Type[sn_hr_core_op_system_to_report_type] Type of HR report by system. HR Payroll Case[sn_hr_core_case_payroll] Payroll HR cases. HR PDF Template[sn_hr_core_pdf_template] Details of HR .pdf document templates. Employment verification letters Offer letter Sample education agreementExtends HR Document Template. HR Portal Content[sn_hr_core_link] Details of content that displays on the HR Service Portal. Holiday Calendars Links to information about the company, executive team, product documentation, suggested reading, community, blogs, and more. Videos, tutorials HR Profile[sn_hr_core_profile] Subject table (profile). HR Retirement Benefit[sn_hr_core_retirement_benefit] Subject table (retirement benefit). HR Service[sn_hr_core_service] Details of HR Services offered to employees. HR Service Approval Option[sn_hr_core_service_approval_option] HR Service Option[sn_hr_core_service_option] HR Talent Management Case[sn_hr_core_case_talent_management] Details of a submitted Talent Management case. Candidate offer Employee travel visa request Request background check Request drug screen Work visa transfer request HR Task[sn_hr_core_task] The base table for HR tasks. The details of a task associated with a particular HR case. HR Template[sn_hr_core_template] Details of hr templates used to populate fields automatically for HR cases.Extends Template table [sys_template]. HR Tier Escalation[sn_hr_core_tier_definition] Details of the HR groups used for case escalation. HR Total Rewards Case[sn_hr_core_case_total_rewards] Total Rewards/Benefits based HR cases. HR Visa Category[sn_hr_core_visa_category] Type of travel visa. The base system provides business and work visa categories. HR Workforce Administration Case[sn_hr_core_case_workforce_admin] Details of Workforce Administration case such as personal information change requests, employment verification letter requests, onboarding tasks, and offboarding tasks. HRIT Operations Case[sn_hr_core_case_operations] Details of a submitted Operation and HRIT cases. HR Account Access Request HR Accounts Inquiry HR Portal Support Request Password Reset Report Inquiry Report Request Setup New Hire HR ProfileExtends the HR Case [sn_hr_core_case] table. Bank Account[sn_hr_core_profile_bank_account] Details of bank account for direct deposit. Client Role Rule[sn_hr_core_client_role_rule] Details of mapping conditions to client roles. CMDB HR Case Product Model[cmdb_hr_case_product_model] The product models used for HR case record producers. Compensation[sn_hr_core_compensation] Details on compensation for an employee. Compensation Bonus[sn_hr_core_bonus] Details on the type, percentage, and amount of bonus for an employee.Extends the Compensation [sn_hr_core_compensation] table. Compensation Salary[sn_hr_core_salary] Details of the salary and currency for an employee.Extends Compensation [sn_hr_core_compensation] table. Compensation Stocks[sn_hr_core_stocks] Details on amount, vesting schedule and dates, and quantity of stock for an employee. Direct Deposit[sn_hr_core_direct_deposit] Direct deposit information for an employee. Fulfiller Activity Configuration[sn_hr_le_fulfiller_activity_config] Details on Lifecycle Event Activities assigned and completed by a fulfiller. Fulfiller Activity Configuration Mapping[sn_hr_le_fulfiller_activity_config_mapping] Details on information from Lifecycle Events Case Table passed to another table. Job Profile[sn_hr_core_job_profile] Job profile description. Matching Roles[sn_hr_core_matching_roles] Ordered Task [sn_hr_core_service_template] PDF Template Mapping [sn_hr_core_pdf_template_mapping] Position[sn_hr_core_position] Job position information. Relationship[sn_hr_core_relationship] Signature Image[signature_image] Contains images of captured signatures. Topic Category[sn_hr_core_topic_category] Details of topic categories used primarily to group common HR services and topic details for reporting purposes. Topic Detail[sn_hr_core_topic_detail] Details of topic details that provide a more granular level of categorization for reporting purposes. Tuition Reimbursement[sn_hr_core_tuition_reimbursement] Subject table (tuition reimbursement) Who is covered[sn_hr_core_who_is_covered] Collects information on people covered by benefits of an employee. Roles installed with Case and Knowledge Management Human Resources Scoped App: Core plugin adds the following roles. Role title [name] Description Contains Roles HR system administrator[sn_hr_core.admin] Full control over all human resources data and can administer territories and skills.User groups can replace this role. sn_hr_core.manager assignment_rule_admin knowledge_manager sn_hr_sp.employee sn_hr_sp.hrsp_employee sn_hr_wday.workday_integration skill_admin template_editor_global catalog_admin approval_admin survey_admin sn_hr_core.content_reader sn_hr_core.content_writer sn_templated_snip.template_snippet_admin HR agent[sn_hr_core.basic] Can create, update, and delete HR cases and follow up on cases they created.User groups can replace this role. document_management_user sn_hr_core.case_writer sn_hr_core.kb_writer sn_hr_core.profile_writer skill_user survey_reader HR case reviewer[sn_hr_core.case_reader] Can read HR cases and follow up on cases they created. sn_hr_core.profile_reader HR case writer[sn_hr_core.case_writer] Can create and update HR cases. sn_hr_core.case_reader sn_templated_snip.template_snippet_reader HR Portal Content Reader[sn_hr_core.content_reader] Can read data from the HR Portal Content [sn_hr_core_link] and HR Criteria [sn_hr_core_criteria] tables. None HR Content Writer[sn_hr_core.content_writer] Can create, edit, update, and delete data from the HR Portal Content [sn_hr_core_link] and HR Criteria [sn_hr_core_criteria] tables. [sn_hr_core.content_reader] HR knowledge article writer[sn_hr_core.kb_writer] Can create and update HR knowledge articles. None HR manager[sn_hr_core.manager] Full control over all HR functions.User groups can replace this role. sn_hr_core.basic sn_hr_core.secure_info writer approver_user catalog catalog_admin skill_admin survey_admin sn_templated_snip.template_snippet_writer HR profile reviewer[sn_hr_core.profile_reader] Can read HR profiles. None HR profile writer[sn_hr_core.profile_writer] Read and write basic HR profile information. sn_hr_core.profile_reader HR secure information reader[sn_hr_core.secure_info_reader] Read all HR case and user information including sensitive information (SSN, paycheck, and similar information). sn_hr_core.profile_reader HR position specialist[sn_hr_core.secure_info_writer] Can create, update, and delete HR position records.Can create and update HR profiles.Read and write all HR case and user information including sensitive information (SSN, paycheck, and similar information). sn_hr_core.secure_info_reader sn_hr_core.profile_writer HR Employee Alumni[sn_hr_core.hrsm_alumni] Role assigned when employment status is offboarding or previous employee.For customers that do not use the HR Service Delivery portal. Contingent Employee[sn_hr_core.hrsm_contingent] Role assigned to employee with a fixed term contract.For customers that do not use the HR Service Delivery portal. Contractor[sn_hr_core.hrsm_contractor] Role is assigned when employment status is employed and type temporary.For customers that do not use the HR Service Selivery portal. HR Employee[sn_hr_core.hrsm_employee] Role assigned a regular employee for customers that do not use the HR Service Delivery portal. New Hire[sn_hr_core.hrsm_new_hire] Role assigned when employee is hired.For customers that do not use the HR Service Delivery portal. Workday Integration Role[sn_hr_core.workday_integration] A Workday integration specialist. Has access to the Workday integration module and can set integration properties. Also, has access to the Job Status module that lists Job Trackers. None User groups installed with Case and Knowledge Management Human Resources Scoped App: Core plugin adds the following user groups. User group Description HR Parent to other HR groups. It grants the HR manager role, and its child groups inherit the HR manager role. HR Admin Group members can perform all functions within HR. HR Benefits Group members administer HR benefits. Inherits the HR manager role. HR Employee Relations Group members administer employee relations. HR Investigations Group members investigate HR cases. Inherits the HR manager role. HR Leadership Group members manage HR teams. Inherits the HR manager role. HR Payroll Group members administer HR payroll. Inherits the HR manager role. HR Recruiting Group members perform recruiting and hiring activities. HR Systems Group members grant system access, perform system password resets, create system reports, and provide HR Service Portal HR Tier 1 Group members have wide range of HR skills. HR Tier 2 Group members have specific range of HR skills. HR Tier 3 Group members are experts in specific HR skills. HR VIP Watchlist Members of this group are added to the watchlist of HR cases for VIP users. No roles are granted. Script includes installed with Case and Knowledge Management Human Resources Scoped App: Core adds the following script includes. Script include Description GeneralHRForm Generates employment verification letter from personal information in the HR profile. hr Container for commonly used values. HRBenefitTables HR Benefit table choice HrRoleManagement HRSecurityUtils Contains various utility functions for the Human Resources App Scoped Security Plugin. HRUserAuthentication hr_AssignmentUtil Assigns groups and/or agents to HR cases and tasks hr_Case Wrapper class for HR Case records. hr_CaseAjax Wrapper class for HR Case Ajax requests. hr_CaseHierarchyUtils Utilities for showing HR services based on provided topic deail, topic detail, or COE. hr_CaseUtils Utilities to populate a case from a record producer. hr_Configuration Utilities for getting HR property settings. hr_Constants List of constants used in the State field of the HR case and HR task. hr_CoreUtils Core HR utility functions. hr_CreateProfilesAJAXProcessor Handles creating HR profiles via the Generate HR Profiles module. hr_Criteria Utility for evaluating HR criteria and underlying conditions hr_Filters Filters for groups. hr_Login_Authenticator hr_MySubjectStats hr_Payroll Utilities for payroll functionality. hr_ProducerUtils Utilities for displaying data on catalog and portal. hr_Profile Handles HR profile records. hr_SCConfig Container for commonly used values needed by the service catalog manager plugin. hr_ServicesUtil Utilities for creating HR cases from an HR service. hr_SysUser Handler for HR functionality on sys_user records. hr_Task Wrapper class for HR Task. hr_TemplateUtils Utilities related to applying templates. hr_UserToProfileMigration Helps create HR profiles from the Users table. hr_Utils Generic functionality for the HR application. Client scripts installed with Case and Knowledge Management Human Resources Scoped App: Core adds the following client scripts. Client script Table Description Reset priority on opened_for change HR Case [hr_case] Adjusts HR case priority based on whether the user is a VIP. Auto populate fields HR Case [hr_case] Automatically sets location and department fields in HR cases, based on details from the user associated with that record. Populate profile and assignment group HR Case [hr_case] Populates the Assignment Group and HR profile fields (if the Opened for user has an HR profile) in an HR case. Custom Knowledge Search HR Case [hr_case] Custom knowledge search in the HR case form view. End date must be after start date HR Employment History [hr_employment_history] Validates that the employment end date is not before the employment start date. Enforce unique user HR Profile[hr_profile] Prevents creating a profile when the selected user already has an HR profile. Hide Record Producer variables HR Case [hr_case] Hides record producer variables which would otherwise be displayed in the HR case form view. Highlight VIP employee HR Case [hr_case] Formats an HR case for a VIP user in the HR case list. Populate Category using template HR Case [hr_case] Populates the category based on the selected HR template. Populate fields using sys_user HR Profile[hr_profile] Updates fields in a new HR profile record when an existing user is selected. Populate HR profile onChange HR Case [hr_case] Updates the HR profile fields in an HR case automatically when the Opened for user is changed. Populate Opened for field onChange HR Case [hr_case] Updates the Opened for field when a profile is added to an HR case. Populate template using category HR Case [hr_case] Populates the template on an HR case when a category is changed. Start date must be before end date HR Employment History [hr_employment_history] Validates that the employment start date is not after the employment end date. Field Access [onLoad] hr_profile Sets HR Profile fields to read only if the user does not have the hr_case_writer role. update manager when department changes hr_case When the Department field is updated, set the Manager field if the case is an Onboarding case. Set Category hr_document_template Sets the default value for the Category field to Employment Verification. Clear task on change of user hr_document_acknowledgement If the user in the referenced task is changed, disassociate the document acknowledgement. EnforceFields hr_case Ensures that the form cannot be submitted unless the mandatory fields are completed. Populate Department from Position hr_case If the case is Onboarding, set the Department field when the Position field is updated. Validate Email Address on submit hr_emergency_contact Ensures that the email address is valid when the form is submitted. Make Ack Type mandatory in HR Task. hr_task Make the Acknowledgement type field mandatory when assigned to an Opened for user on the HR case. User field is only writable for hr_admin hr_profile User field on the hr_profile form is read-only for all the users except for hr_admin users. Business rules installed with Case and Knowledge Management Human Resources Scoped App: Core adds the following business rules. Business rule Table Description Assigned#Ready for work (approval off)Ready for approvalReady for work (approval on)#Start work#Cancellation HR Case [hr_case] Invokes the state flow process for HR cases. AcceptAssigned#Cancel cleanupReady for workReassignResume HR caseStart work HR Task [hr_task] Invokes the state flow process for HR tasks. Add categories to scratchpad HR Case [hr_case] Loads the HR case types and associated categories and maps the template to the case type. Add HR Supervisor to watch list HR Case [hr_case] Adds members of the HR VIP Watchlist group to an HR case when the user is a VIP. #Add User Acceptance State HR Case [hr_case] Places an HR case into Waiting for user acceptance state. #Auto-assessment business rule HR Case [hr_case] Triggers an HR survey when the case is closed or canceled. Auto Assign HR task [hr_task] Checks skills, country, and group requirements for task assigned to the HR case agent. If no match, perform same check for the HR case. If no match, check for skills only. #Clear durations HR Case [hr_case] Clears the Duration value on hr_case records when the case is reactivated (when Active changes to true on a record inserted or updated). Close HR task HR task [hr_task] Closes the HR task that was created to request documentation from an employee when the employee replies to the email and attaches the file. Display action required HR Case [hr_case] Displays HR has requested some actions on your part message. Display Ready for Work message HR Case [hr_case] Displays a message if the HR case is in draft state instructing the agent to start work. Display reminding message on HR case HR Case [hr_case] Checks the access level of the current user and displays appropriate information in the HR case. If the admin is impersonating a user, display a message that they are not allowed access. Enforce unique user HR Profile [hr_profile] Ensures that a duplicate HR profile is not entered for a user. Exit survey trigger HR Task [hr_task] Sends a link to the exit survey when the exit survey task state changes to Work in Progress. Notify HR Case owner when all task close HR Task [hr_task] Sends a notification to the HR case assigned-to agent when all HR tasks are complete. Populate case SLAs Task SLA [task_sla] Inserts a Service Level Agreement timer when an HR case is active. Reassignment counter for Case HR Case [hr_case] Counts the number of times the case is reassigned. Remove HR Supervisor from watch list HR Case [hr_case] Removes HR VIP Watchlist group members from an HR case when the user is no longer a VIP. Restrict query HR Case [hr_case] Amends the query used to get HR case records to display in list view. Restrict query HR Task [hr_task] Amends the query used to get HR task records to display in list view. Restrict query Emergency Contact [hr_emergency_contact] Amends the query used to get records to display in list view. Restrict query Employment History [hr_employment_history] Amends the query used to get records to display in list view. Send hr_case events HR Case [hr_case] Adds events to the event queue when records are inserted or updated. Set HR mailto System properties [sys_properties] Sets the email address specified in the Configuration module when the user selects Email HR on the HR Portal. Set user fields HR Case [hr_case] Sets the Opened for value on an hr_case record when the record is inserted or updated. Start HR User Acceptance timer HR Case [hr_case] Starts the timer when an HR case is resolved. The user is notified to accept the resolution and close the case. With no user response, the case is automatically closed when the time ends. #Synchronize fields to hr_profile User [sys_user] Synchronizes fields between associated hr_profile and sys_user records on update of the sys_user record. #Synchronize fields to sys_user HR Profile [hr_profile] Synchronizes fields between associated sys_user and hr_profile records on update of the hr_profile record. Update durations HR Case [hr_case] Sets the Duration value on hr_case records when the case becomes inactive (when Active changes to false on record inserted or updated). #Update HR Case percent complete Task [task] Updates the percentage complete for a parent HR case based on the state of child cases and tasks.For example, if there are 10 child tasks under a parent HR case and five are completed, the percentage complete is 50%. Note: This business rule also updates any SLAs associated with the parent HR case. Update hr_case when hr_task changes HR Task [hr_task] Updates Additional comments and Work notes fields on the associated hr_case record when an hr_task record is created or updated. Update name field HR Profile [hr_profile] Updates the Name value on an hr_profile record if the First name or Last name value changes when a record is inserted or updated. #Validate end date is after start date HR Profile [hr_profile] Validates that Employment end date is after Employment start date when any of the two values changes when an hr_profile record is inserted or updated. #Validate opened_for against hr_profile HR Case [hr_case] Updates the Opened for value on hr_case records when State is not Requested and the record is updated. ValidateChanges HR Task [hr_task] Ensures that changes are valid. #Verify Work Notes HR Case [hr_case] Requires that work notes are entered when the HR case state changes. #Verify Work Notes HR Task [hr_task] Requires that work notes are entered when the HR task state changes. Email notifications installed with Case and Knowledge Management Human Resources Scoped App: Core uses the following email notifications. All are based on the HR Case [hr_case] table. Script action Description HR Case opened Sends an email to the caller and the user who enters the case when Active is true on record inserted. HR Case created from email Sends an email to the sender when an HR case is created from an inbound email action. HR Case assigned to me Sends an email to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Case assigned to my group Sends an email to the assignment group members when Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Case commented Sends an email to the creator, the caller, the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Case resumed Sends an email to the assigned user when an HR task is closed complete and the HR case is automatically resumed. HR Case changed Sends an email to the sender and the assigned user or group when the state, assignee, assignment group, or work notes are changed in an HR case. HR Case worknotes Sends an email to the assigned user when Active is true AND Assigned to is not empty AND Work notes changes AND On record updated. HR Case closed Sends an email to the creator, the caller, the assigned user, and members of the watchlist when Active is false AND On record updated. HR Company welcome email Sends an email to the HR profile manager on an event fired by the Employee Onboarding HR Workflow. HR Task assigned to me Sends an email to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Task assigned to my group Sends an email to the assignment group members when Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Task commented Sends an email to the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Task closed Sends an email to the user assigned to the HR case when Active is false AND On record updated. HR Task changed Sends an email to the event creator and the users defined in event parms 1 and 2 when the hr.task.changed event is fired. HR Employment Verification Sends an email to the third party who requested the employment verification letter. Events installed with Case and Knowledge Management Human Resources Scoped App: Core registers the following events. Event Description hrc.case.resume Triggers when an HR task is closed and the HR case is resumed. hrc.request.changed Triggers when the state, assignee, assignment group, and work notes are changed. hrc.request.email.creation Triggers when a request is inserted from an email. hrc.task.changed Triggers when the state, assignee, assignment group, and work notes are changed. hrc.task.closed Triggers when a task is closed complete, but the parent case is not resumed and one or more tasks are still pending. hr_case.approved Triggers on approval of an HR case. hr_case.assignment_group.changed Triggers when the assignment group is changed. hr_case.commented Triggers when a comment is added to an HR case. hr_case.emp_verification Triggers from a UI action for employment verification to send the employment verification email to the person who requested it. hr_case.inserted Triggers on insertion of an HR case. hr_case.inserted.assigned Triggers on insertion and auto-assignment of an HR case. hr_case.inserted.unassigned Triggers on insertion of an HR case that is not auto-assigned. hr_case.updated Triggers when an HR case is updated. hr_case.welcome_email Triggers on insertion of an onboarding case to send the welcome email for a new employee. HR skills installed with Case and Knowledge Management Human Resources Scoped App: Core adds the following HR skills. HR skill Description Employee Career Provides guidance about the career path for employees. Employee Relations Assists employees with employee relations cases. Employee Transfer Manages process for transferring employees to ensure that all tasks are completed. Exit Interviews Interviews offboarding employees to ensure compliance and collect feedback. Global Mobility Manages processes related to employee visa requests and work visa transfer requests. Hiring Manages processes, such as personnel requisitions, for the hiring of new employees. HR Is contained within all HR skills. HR Benefits Assists employees with benefits cases. HR Policy Assists employees with questions about company policies. HR Systems Manages HR systems, such as payroll, learning management system, and employee database. Leave of Absence Assists employees to schedule leaves of absence, such as maternity leave. Payroll Assists employees with payroll questions and issues. Spanish Language Speaks Spanish, and can act as a translator when needed. Talent Management Manages processes related to visa and visa transfer requests, background checks, and drug screening requests. Time Tracking Assists employees with timecard questions. Vacation/Leave Assists employees with vacation or leave questions. Workday Manages the Workday system and supports integration. HR catalog items installed with HR Service Portal Human Resources Scoped App: Service Portal adds the following HR catalog items. HR catalog item Description 401(k) benefits Submit a question about 401(k) benefits. For example: How much can I contribute? or When do withdrawals start? Employee relations questions Submit a question about employee relations. For example: My office mate talks too loudly on the phone all day long. Employment verification Submit a request to have an employment verification letter generated and sent to a third-party contact, such as a bank loan officer. Variables include the name of the institution, contact name and info, and email address. General Submit a question about benefits that are not covered by the other catalog items. For example: Does the company have a discount program? Medical/dental/vision Submit a question about your health coverages, such as what you to cover your domestic partner. Payroll Submit a question about payroll. For example: How do I change my W2 deductions? Retirement Submit a question about retirement benefits and options, such as how many years must you have with the company to qualify for retirement. Tuition Submit a request for tuition reimbursement following your company guidelines. Variables include the educational institution, class taken, completion date, and the tuition amount.