Create or modify an HR task template

HR task templates, like case templates, are based on sys templates, but have a custom UI to reduce complexity.

Before you begin

Role required: sn_hr_core.admin

About this task

HR task templates are used to automatically populate data into HR tasks that fall under specific HR cases, service, and Center of Excellence (COE). Several HR task templates are predefined, and others are added as you create HR task templates with associated HR cases.
Note: The legacy HR Templates are still available from the Switch to Classic UI button.


  1. Navigate to HR Administration > HR Services > HR Templates. Or, you can access an HR task template from the HR Service form.
  2. Click New or an existing HR task template. Clicking New takes you to the native template page.
    Table 1. HR task template fields
    Field Description
    Name Unique and descriptive name for this template.

    The name is referenced in the HR Service Configuration form and how the template is applied to an HR task. Refer to Create or modify an HR service.

    Active Check to make template available for use.
    Owning Group Select the HR group responsible for the task template.
    Short description Enter a short description that appears on the HR task.
    Optional Check to make this task optional.
    HR task type When assigning a task, you can assign a task type that provides additional fields. The tasks appear on the HR Service Portal for the employee.
    • HR Service: The HR Service field appears. Select an HR Service related to the HR task type.
    • Submit Catalog Item: Catalog Item appears when Type is Submit Catalog Item. Notify the user to select equipment or other items for an employee.
    • Submit Order Guide: Order Guide appears when Submit Order Guide is selected. Requests the person assigned to the task to select an order guide. An example is a hiring manager requesting a new employee to select items like hardware and software as part of the onboarding process.
    • Checklist: The Checklist items field appears. Enter checklist items.
    • Credential: The Acknowledgement document field appears. Select 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.
    • 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.
    • Sign Document: Requests the Subject person to edit or sign a document. An example is sending an education agreement to be signed for tuition reimbursement.

      Select a document from the PDF Template and enter a short description.

      Note: After the user signs the document, the document is generated with the signature and attached to the task. The task is closed complete and the document is attached to the case.
    • Take Survey: The Survey field appears. Select a survey to request the person assigned to the task to take a survey.
    • Upload Documents: Requests the person assigned to the task to upload documents. Examples are receipts, course registration, or transcripts for tuition reimbursement. Use the Short description field to provide instructions.
      Note: The task must be in Ready or Work in Progress.
    • URL: The URL field appears. Enter a URL link that the user acknowledges when accessed.
    • View Video: The URL field appears. Requests the person assigned to the task to view a video.
    HR service Only appears when 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 an HR service to select a health plan, 401(k) plan, or similar services.

    Note: Bulk Parent Case does not appear 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.
    Catalog Item Appears when Submit Catalog Item is the HR task type.

    Select the catalog item to appear for the HR task.

    Order Guide Appears when Submit Order Guide is the HR task type.

    Select the order guide to appear for the HR task.

    Checklist items Appears when Checklist is the HR task type.

    To add items, enter text in the Add New Item field and press Enter.

    Note: Checklist items are not mandatory to complete the task. After completing the task, the checklist items cannot be changed.
    Acknowledgement document Appears when Credential or E-Signature is the HR task type.

    Select the document that the Subject person must acknowledge receiving. An example is a corporate credit card agreement, intellectual property agreement, non-disclosure agreement, and more.

    Survey Appears when Take Survey is the HR task type.

    Select a survey the Subject person is to complete.

    URL Appears when URL or View Video is the HR task type.

    Enter a URL you want the Subject person to access.

    You can use HR task templates to define who is assigned the task on an HR case.
    There are two assignment types. Each assignment type has multiple methods of defining the assigned to person for a task based on fields on an HR parent case table.
    You select the HR parent case table that determines who the assigned to person is. The HR case (sn_hr_core_case) table is the default, but you can change this setting to any HR table.
    • Employee: The person who requested an HR service.
    • Fulfiller: The person that completes the HR request.
    Parent case table
    This field appears for Employee or Fulfiller assignment types. Use to select the table that determines who the assigned to person is on a task. The default is the HR Case (sn_hr_core_case) table, but can be changed to any HR table.
    Table 2. Assignment type = employee
    Field Description
    Parent case subject person Assign the task to the subject person on the parent case.
    Parent case opened for Assign the task to the Opened for person on the parent case.
    User from case Assign a user from the HR case.

    The Assign to field appears with the Select user link. Click the link to select a field from the table selected in the Parent case table field.

    Named user Assign a specific user by name.

    The Assigned to field appears when checked. Select the user to assign the task.

    Table 3. Assignment type = fulfiller
    Field Description
    Parent case assigned to Check to assign the task to the person the parent case is assigned to.
    Named user The Assigned to field appears. Select a specific user to assign the task.
    User from case The Assigned to person on the case. Select the specific user from the table to assign the task.
    Skills/Assignment group The required skills for a fulfiller and what group is assigned to the task.

    Select the skills and the group you want assigned to the task.

    Table 4. Due date calculation
    Field Description
    Due Date Select how the due date is based on:
    • Based on task assignment date: Use the date the HR case was assigned to determine the due date.
      Note: The Date offset type defaults to After.
    • Based on parent case table: Use a field on the HR parent case to determine due date.
    Due date calculation Enter the offset value used to calculate the due date.
    For example, select/enter:
    • Due Date = Based on parent case table
    • Date offset quantity = 5
    • Date offset units = Days
    • After
    • Select Date = Dot walk to date from the table selected. Select Actual start.
    These entries define a due date of 5 days after the actual start date of the task.
    Set reminder Appears when Based on task assignment date is selected from Due Date.

    Check to send an email notification based on the calculated due date entries.

    Reminder template Appears when the Set reminder box is checked.

    Select the email template used for reminder notifications. Email templates are set up from HR Administration > Email Content.

    Refer to Create or modify email content for notifications.

    When to send (days) Appears when the Set reminder box is checked.

    Enter the number of days after the calculated due date to send the reminder email.

    For example, enter a 5 if you want a reminder to be sent out June 10 for a task that is due on June 15.

    Interval (days) Appears when the Set reminder box is checked.

    Enter the number of days the reminder email should be sent on intervals.

    For example, entering a 5 indicates that the reminder notification is sent every 5 days until the due date is reached.

    Table 5. State and assignments
    Field Description
    State The default work status of the task when it first opens. The states are:
    • Draft
    • Ready
    • Work in Progress
    • Closed Complete
    • Closed Incomplete
    • Cancelled
    • Suspended
      Note: Change the state to Ready or Work in Progress for the employee to see the task that you created.
    Task support team Select who supports the employee for this task. You can select specific users and/or groups or Queue.

    When you select Queue, you can select a specific chat queue from the Queue field.

    Users from parent case Appears when Users and groups is selected from Task support team.

    Assign users as a support team for the HR task.

    Groups Appears when Users and groups is selected from Task support team.

    Assign groups as a support team for the HR task.

  3. Click Submit or Update to save the HR task template and assign it to the parent case.