Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.

Configure an HR service

Log in to subscribe to topics and get notified when content changes.

Configure an HR service

Create or modify an HR service to define the request to fulfillment process for that case type. Examples of HR services include benefits enrollment, direct deposit setup, and background check requests by third-party providers.

Before you begin

Role required: sn_hr_core.admin

Procedure

  1. Navigate to HR Administration > HR Services > HR Service Configuration.
  2. Click New or open a record.
    Note: If you are creating a new HR service and plan to make it available for employee self-service, see HR catalog item configuration instead. Creating a new HR catalog item automatically creates a corresponding HR service, and you can avoid creating duplicate services.
  3. Fill in the fields on the form, as appropriate.
    Table 1. HR Service form
    Field Description
    HR service name Name of the HR service.
    Value This field is automatically set to the name of the HR service.
    Badge Badge to use with the HR service. See Create or modify HR badges for more information.
    Fulfillment type Fulfillment type of the HR service. Select one of the following values:
    Manual A simple fulfillment type with no associated configurations. For example, for a medical benefits inquiry, the HR agent would fulfill the employee's request by answering her question.
    Service Activity A service activity fulfills the HR service. Service activities can be one of the following types:
    • Approval
    • Task
    • Child HR service

    See Configure a service activity for an HR service for more information.

    Workflow A workflow fulfills the HR service.
    Lifecycle Event (Enterprise Onboarding and Transitions only) A lifecycle event fulfills the HR service. Lifecycle events are a collection of activities that can span multiple systems and departments. See Enterprise Onboarding and Transitions for more information.
    Advanced An advanced option to fulfill the HR service using a combination of workflows and service activities.
    Topic detail Name of the HR topic detail that the HR service is categorized under.
    Note: The HR topic detail is the second-level of categorization for HR services. See HR service categorization for more information.
    Topic category Name of the HR topic category that the HR service is categorized under.
    Note: The HR topic category is the first-level of categorization for HR services. See HR service categorization for more information.
    COE Name of the HR Center of Excellence (COE) that the HR service is categorized under.
    Note: The COEs are organized around functional disciplines and are extensions of the HR Case [sn_hr_core_case] table. See HR service categorization for more information.
    Active Check box to activate the HR service for use.
    Show case to subject person (Employee Service Center only) Check box to show the HR case to the subject person only when:
    • HR tasks are assigned to the subject person
    • Child HR cases where the subject person is also the opened for
    • Child HR cases when the subject person has a task assigned
    • Requests where the subject person is the requested for

    If the HR case has one or more child cases or requests, the children are automatically rolled up with the parent case up to three generations. Child cases or requests that are rolled up with the parent do not appear separately on the case popover in the Employee Service Center.

    Template HR case template to use with the HR service.
    Note: The HR case template automatically populates fields on the HR case form when a request for that service is made. See Configure an HR case template for an HR service for more information.
    Record producer (Employee self-service only) Record producer to use with the HR service if you want to make the service available as an HR catalog item in the HR service catalog.
    Tip: For best results, do not configure multiple record producers to invoke a single HR service.
    Note: The record producer defines the required fields and how the HR catalog item appears in the HR service catalog to employees. See Configure a record producer for an HR service for more information.
    Case options Additional case options for the HR service. For example, you can:
    • 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 using the HR template or matching rules. Skipping auto assignment does not affect HR templates, assignment rules, or workflows.
    • 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 to apply to the HR service.
    Note:
    • HR criteria defines the conditions that an employee must meet for an HR agent to be able to access that HR service on their behalf. For example, you can configure the HR criteria for a 401(k) request so that the HR service is only available to U.S. employees from the Create New Case module. See HR criteria for more information.
    • (Employee self-service only) HR criteria applied to the HR service is internal-facing only, and has no relation to the user criteria that is used to control what HR catalog items an employee can access from the HR service catalog. See Edit the record producer for an HR catalog item for more information.
    Opened for / Approver view (Employee Service Center only) Configuration of the HR ticket page header for the person that the HR case was opened for and any approvers.
    Note: The HR ticket page is where users can view the details of an HR case in the Employee Service Center. See Configure the HR ticket page header for an HR service for more information.
    Subject person / Task assignee view (Employee Service Center only) Configuration of the HR ticket page header for the subject person of the HR case and any task assignees.
    Note: The HR ticket page is where users can view the details of an HR case in the Employee Service Center. See Configure the HR ticket page header for an HR service for more information.
    Case creation service config Configuration of the HR case creation form for the HR service.
    Note: The HR case creation form is what displays when an HR agent selects an HR service from the Create New Case module. You can configure the form to include additional fields to collect relevant information. See Configure the HR case creation form for an HR service for more information.
    Description Description of the HR service.
  4. In the Fulfillment Instructions related list, you can provide fulfillment instructions, knowledge articles, or a checklist to help HR agents fulfill HR cases for the associated HR service.
    Field Description
    Fulfillment instructions Provide instructions for HR agents to follow when fulfilling the HR case
    Note: Rich text is supported.
    Knowledge articles Attach one or more knowledge articles for HR agents to reference when fulfilling the HR case.
    Note: Knowledge articles are visible only to HR agents, and not to employees.
    Checklist Provide a checklist of items for HR agents to check off when fulfilling the HR case.
  5. In the HR Service Additional Information related list, you can configure the fields that appear on the HR case form after a request for that service is made. This is a two-part process. In addition to the configuration here, you must also configure the HR case form for the HR Center of Excellence (COE) that the HR service is categorized under.
    Note: The HR case form is what displays after an HR case is created. Configuration of the HR case form is a two-part process. See Configure the HR case form for an HR service for more information.
  6. Click Submit or Update.
Feedback