Create or modify an HR service

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

Before you begin

Role required: sn_hr_core.admin

About this task

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

HR Services is the starting point for case creation. HR Services consist of:
  • Name of the service being provided.
  • Links to the Topic detail. Topic detail is a high-level category and linked to the Topic category (linked to the COE).
  • Links to an HR case template. HR case templates populate data into an HR case.
  • 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 appear.

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

Procedure

  1. Navigate to HR Administration > HR Services > HR Service Configuration.
  2. Click New.
  3. Fill in the form.
    OptionDescription
    HR service name Name of the HR service.
    Value The value automatically fills after entering the Name. This value is used in scripts.
    Badge Used to quickly identify the organization of the Opened for or Subject person on the Ticket page and reporting. This badge appears on the HR Ticket Page.
    Note: Custom badges only appear for specific types of HR activities.

    See Create or modify HR badges and Create or modify lifecycle events activities.

    Fulfillment type Select how the case created for the HR service.
    • Manual: a simple fulfillment type with no associated configurations.
    • Service Activity: A Service Activity fulfills the HR service. Required for notifications or reminders. Service activities are:
      • Approval
      • Task
      • Child HR Service
        Note: When you are licensed for Enterprise Onboarding and Transitions, you can add a child service activity. There is a business rule that triggers the child service activities when the parent case is in WIP or Ready.
    • Workflow: Use a workflow from the HR template to fulfill the HR service.
    • Lifecycle Event: Use a lifecycle event to fulfill the HR service. The Lifecycle Event Type field appears.
    • Advanced: Use to build fulfillments using combinations of workflows with tasks, approvals, or an existing workflow.
      Note: This fulfillment type should be used with Case and Knowledge Management.
    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 appears dependent on topic detail selected.
    Active Check to make this service active.
    Show case to subject person Check this box to allow the subject person on an HR case access on the Employee Service Center when:
    • HR tasks are assigned to the subject person.
    • Child HR cases when the subject person is the opened for person.
    • Child HR cases when the subject person has a task assigned.
    • Requests when the subject person is the requested for person.
    • View all child cases or tasks for a parent task instead of as separate items on the dashboard.
      Note: Some HR cases you do not want the subject person to view. HR services related to promotions, salary, or disciplinary issues are examples. This field is checked by default. Uncheck for HR services that you do not want the subject person to have visibility. HR services related to promotions or disciplinary issues are examples.
    Template When creating an HR Service, the Template field activates after saving the record. Select an HR template associated with this HR service or from the selection model, click New to create an HR Case template.
    Record producer

    Used to create task-based records.

    Select the record producer that has a table that matches the COE of this HR service. Or, from the selection model, click New to create a record producer. Record producers are associated with tables and a specific type of catalog item.

    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.
    HR criteria

    HR criteria narrows the allowable HR services for a user when an HR case is created. For example, you can select US Employees Only to limit only employees in the US to request this HR service. See Create or modify HR Criteria.

    For HR bulk cases, HR criteria can be used as an extra filter for case creation.

    This field populates approvers in the approval subflow.

    Approvers Employees that are assigned with approving the HR service when requested.

    Only appears when Workflow or Advanced is selected from the Fulfillment type field.

    Lifecycle Event Type Only appears when Lifecycle Event or Advanced is selected from the Service type field.

    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 initiated with an HR case.

    Approver / opened for view This field determines what appears on the HR Service Portal Ticket Page for the Opened for and Approver users.

    You can customize the labels for these fields on the HR case header configuration form. See Create or modify HR case header configuration.

    Subject person / task assignee view This field determines what appears on the HR Service Portal for the Subject person and Task assignee users.

    You can customize the labels for these fields on the HR case header configuration form. See Create or modify HR case header configuration.

    Description Enter a description of this HR service.
    Fulfillment Instructions

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

    Enter instructions that appear on the case form.

    HR Service Additional Information Select the Service table fields to appear 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 Appears 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. If the Fulfillment type is Service Activities, the Service Activities section appears. 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.