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

HR Service Delivery release notes

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

HR Service Delivery release notes

ServiceNow® HR Service Delivery product enhancements and updates in the Madrid release.

HR Service Delivery is an integrated suite of applications designed to create a consumer-like service experience while increasing HR productivity. Whether it is a simple request for information, or a multi-departmental process like onboarding, employees have a single place for all their service needs.

Madrid upgrade information

Note: If you are upgrading from the Istanbul release, there is a new field in HR document templates. The Document type field helps to determine what document displays for a specific HR case. For example, you can ensure that your Employee Verification letter appears on the Request an Employment Verification Letter HR cases. Because Istanbul did not have this field, you must create new or select an existing document type for your document templates. See Document Types.
When upgrading from any release prior to Kingston, and you have customizations that reference script includes:

New in the Madrid release

Case and Knowledge Management
Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and services over time.
Preview a knowledge article with knowledge blocks
Preview published knowledge articles with knowledge blocks by user and date. You can see how the article appears or hides block content based on the user criteria and date.
Automated Test Framework for HR
Validate the continued functionality of HR Service Delivery after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
Note: When running, demo data is required.
Employee Service Center
Provide a single, unified portal for employees to get all the information, services, and help that they need.
Note: Employee Service Center is also available as a standalone application.
Employee to-dos page
The to-dos page is where employees can view and complete all their to-dos on a single page in the Employee Service Center. You can configure the to-dos page by applying filters to show a user's approvals, content tasks, HR acceptances, HR tasks, and more.
Employees requests page
The requests page is where employees can view all their requests on a single page in the Employee Service Center. You can configure the requests page by applying filters to show a user's service catalog requests, IT incidents, HR cases, and more.
Employee knowledge page
The knowledge page is where employees can browse knowledge articles and find answers to their questions in the Employee Service Center. You can associate one or more knowledge bases with the Employee Service Center.
Employee catalog page
The catalog page is where employees can request catalog items such as services and product offerings in the Employee Service Center. You can associate one or more service catalogs with the Employee Service Center.
Employee live chat
Employees can chat directly and in real-time with support agents in the Employee Service Center. When an employee initiates a chat, a pre-chat window appears and the employee selects a category that routes them to the appropriate chat queue. You can control what categories appear by configuring the pre-chat categories.
Link the HR ticket page with the Employee Service Center
If you are using Employee Service Center as part of HR Service Delivery, use the Portal Configuration module to link the HR ticket page with the Employee Service Center portal.
HR ticket page
If you are using Employee Service Center with HR Service Delivery, the HR ticket page is where users can view the details of an HR case. Different users have different views of the HR ticket page, and you can configure the HR ticket page header for individual HR services.
Employee Forums
Employee Forums help your employees connect, engage, and collaborate with other employees. Forums can be used to share business information, promote employee engagement, encourage ideas and feedback, and give your employees a voice.
Add or modify task (to-do) content
You can assign tasks to your employees as part of a campaign and, if needed, trigger additional content once a task is completed. To-dos can also be sent via email or posted to the Employee Service Center.
Manage content for a campaign
Campaign bundles and content can be edited after being published. Content can be removed or changed for employees that have not yet viewed it.
Content Automation (campaigns) analytics
Use Content Automation Analytics to view event-based reports measuring employee engagement with your Employee Service Center and campaign content engagement.
Enterprise Onboarding and Transitions
Automate onboarding and other employee lifecycle events that span multiple departments, improving employee satisfaction and efficiency across HR and other departments.
Monitor the status of a lifecycle event case
Use activity set execution contexts to monitor the status of lifecycle event cases. You can report on the activity set contexts table along with the HR case table.
Show activity sets timeline to the subject person on the HR ticket page
If you are using Employee Service Center with Enterprise Onboarding and Transitions, you can show the activity sets timeline on the HR ticket page to the subject (subject person) of the lifecycle event case.
Wait for generated tasks to complete before closing the activity set
For lifecycle event activities that generate new tasks, you can wait for the generated task to complete before the activity closes.
Employee Document Management
Provide electronic storage and filing of employee documents. Security policies determine who can view and access employee documents. Retention policies determine how long employee documents should be retained and reduces compliance risks.
Create or modify an employee document
Employee Document Audit Trail provides insight into all actions for an employee document from creation, updates, and to the time it was purged.
Employee document management bulk imports
You can upload multiple employee documents from an external cloud storage or a local network directory to Employee Document Management.

Changed in this release

Enterprise Onboarding and Transitions
Build a lifecycle event
The Lifecycle Event builder provides an easier way to build, test, and maintain a lifecycle event. You can also customize the Lifecycle Event UI.
Configure the UI of the lifecycle event builder
Use LE UI Configuration to customize the look of your Activity Sets section of Lifecycle Events.
Note: In some situations, Internet Explorer 11 does not update the Manage Lifecycle Events form after creating or updating an activity set or activity. ServiceNow recommends updating your browser to the latest version for optimal performance. Refer to Generally supported browsers.
Out-of-the-box Performance Analytics Solutions
Each OOTB Performance Analytics Solution contains preconfigured indicators and breakdowns, along with visualizations presented on dashboards. The following new Performance Analytics Solutions have been added for HR Service Delivery:
Parent field of HR case hidden
For instance efficiency and best practices, the parent field on the HR case form was hidden using a UI policy. This field is set automatically when sub cases or tasks are created. To view the hidden field:
  • Manually populate the parent field.
  • Disable the UI policy to view the empty parent field.

Removed in this release

  • The preconfigured Workday integration was removed from the HR Integrations application.

Activation information

HR Service Delivery is available as a separate subscription. You can activate one or more of the following plugins:
  • Case and Knowledge Management plugin (com.sn_hr_core)
  • Employee Service Center plugin (com.sn_hr_service_portal)
  • Enterprise Onboarding and Transitions plugin (com.sn_hr_lifecycle_events)
When integrating HR Service Delivery with a third-party HR management system or background check system, the HR Integrations plugin (com.sn_hr_integrations) is automatically activated with the Case and Knowledge Management plugin (com.sn_hr_core) to help with the integrations process.
Note: There are scenarios that are not supported in the initial integration, specifically when an employee is rehired or when an employee moves from contingent to full time.
If you are subscribed to both HR Service Delivery and Performance Analytics, you can activate one or more of the following content packs:
  • Performance Analytics - Content Pack - Human Resources Scoped App [com.sn_hr_pa]
  • Performance Analytics - Content Pack - Human Resources Lifecycle Events Scoped App [com.sn_hr_lifecycle_pa]

When migrating from the legacy (non-scoped) version to the scoped version of HR Service Delivery, you can activate the HR Migration plugin (com.sn_hr_migration) to help with the migration process.

When licensed to both HR Service Delivery and Facilities Service Management, activate the Facilities Move Management plugin (com.snc.facilities_service_automation.move) first. Activating the Facilities Move Management plugin first ensures that your building map appears in the Employee Service Center.

If you are using Employee Document Management, activate:
  • Employee Document Management [com.sn_employee_document_management]
If you are using Employee Document Management Bulk Import, activate:
  • Employee Document Management [com.sn_employee_document_management]
  • Orchestration [com.snc.runbook_automation]
  • ServiceNow IntegrationHub Installer [com.glide.hub.integrations]
If you are using Content Analytics, activate:
  • Content Analytics [com.sn_content_analytics]
Feedback