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Configure the HR case creation form for an HR service

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Configure the HR case creation form for an HR service

Configure the fields that appear on the HR case creation form for an HR service. This is the form that displays when an HR agent selects an HR service from the Create New Case module. You can include additional fields on the HR case creation form so that HR agents are able to collect relevant information before beginning work on the case. The case creation configuration records can be applied to one or more HR services.

Before you begin

Role required: sn_hr_core.admin

Procedure

  1. Navigate to HR Administration > HR Services > HR Service Configuration.
  2. Open the HR service.
  3. In the Case creation service config field, open the case creation configuration record.
    Note: To create a new case creation configuration record for the HR service, click the Lookup icon, and then click New.
  4. Fill in the fields on the form.
    Table 1. Case Creation Service Configuration form
    Field Description
    Name Name of the case creation service configuration record.
    Task create table Name of the HR case table that the record is associated with.
    Left task fields Fields to add on the left side of the form.
    Right task fields Fields to add on the right side of the form.
    Bottom task fields Fields to add on the bottom of the form.
  5. Click Submit or Update on the case creation service configuration record.
  6. Click Update on the HR service form.

Example: Additional fields for tuition reimbursement HR case creation forms

You are part of an enterprise HR organization using the HR Service Delivery application. You have several HR services related to tuition reimbursement, and you know this case type requires the HR agent to collect information such as the school name, course title, and course justification before case work can begin. If that information is collected prior to case creation, you can save your organization time by avoiding the back-and-forth the HR agent and employee must engage in to capture the relevant information.

To do this, you need to configure the HR case creation form for tuition reimbursement HR services to include additional fields that ask for the school or program name, course title, course justification, course start date, and course end date. So you create a case creation service configuration record and associate it with the HR Total Rewards Case [sn_hr_core_case_total_rewards] table. For the left, right, and bottom task fields, you add the additional fields you want to appear on the form.

Fill in the relevant fields on the HR case creation configuration form.

Once the configuration is complete, HR agents that select the tuition reimbursement request service from the Create New Case module will see the additional fields that you added. This enables the HR agent to collect the relevant information before beginning work on the case.

And this is how the configured fields appear on the HR creation form.

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