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

HR ticket page

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

HR ticket page

The HR ticket page is where users can view the details of an HR case. The HR ticket page appears when the user opens an HR request from the requests page in the portal. (Non-HR requests open to a non-HR ticket page.) Different users have different views of the HR ticket page, and you can configure the HR ticket page header for individual HR services.

Note: The HR ticket page is only available if you are using Employee Service Center with HR Service Delivery.

HR ticket page overview

The HR ticket page displays the details of an HR case, such as the description, attachments, history, approvers, and to-dos. The following GIF shows an example of an employee opening an HR ticket from the requests page and viewing all the to-dos associated with that case.

Note: What a user sees on an HR ticket depends on their persona. For example, because Mara Rineheart is the person that the HR case was opened for, she can see all the to-dos that are associated with her case.

Example of an employee opening an HR ticket from the requests page and viewing all the to-dos associated with the case.

HR ticket page user types

There are four different user types that can view the HR ticket page: the person that the HR request was opened for, the person that is the subject of the request, any task assignees, and any approvers. Each user type has a unique view.

User type Description
Opened for Person that the HR request was opened for. Sees the HR case when it is created, including all to-dos for all user types.
Note:
  • If an HR case has one or more child cases, the children are automatically rolled up with the parent up to three generations. HR child cases that are rolled up with the parent do not appear as separate requests on the requests page. Non-HR child cases appear both as a separate request and as part of the roll-up on the parent case.
  • If you are using Enterprise Onboarding and Transitions with Employee Service Center, an activity sets timeline appears on the HR ticket page for lifecycle event cases.
Subject person Person that is the subject of the HR request. (This person may or may not be the same person that the HR request was opened for.) Only sees the HR ticket page if an HR task is assigned to the user as a to-do.

You can further configure the subject person view to:

  • Show case to subject person: If selected, the subject person sees the HR case when it is created, as well as:
    • HR tasks 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
    See Configure an HR service for more information.
  • (Enterprise Onboarding and Transitions only) Show activity sets to subject person: If selected, the subject person sees the activity sets timeline on the HR ticket page. See Build a lifecycle event for more information.
Task assignee Person that is assigned a task to help fulfill the HR request. Only sees the HR ticket page if an HR task is assigned to the user as a to-do.
Approver Person that is an approver for the HR request. Only sees the HR ticket page if an approval is assigned to the user as a to-do.

HR ticket page header configuration

The HR ticket page header provides information about the HR case such as the HR service type, description, and who is assigned to the case. In the following example, you can see how the header appears on the HR ticket page for an HR case.

HR ticket page header for an HR case.

You can configure the appearance of the HR ticket page header for individual HR services.

If you are using Enterprise Onboarding and Transitions with Employee Service Center

If you are using Enterprise Onboarding and Transitions with Employee Service Center, the HR ticket page displays an activity sets timeline to the user. The timeline enables the user to view assignments and to-dos by activity set. The following GIF shows an example of a new hire employee opening an onboarding case and viewing the case details by activity set, assignment type, and to-dos.

Example of an HR ticket page for a lifeycle event.

The activity sets timeline appears on the HR ticket page for the opened for user by default. Within each activity set, a progress bar appears in the activity set header. You can also show the activity sets timeline to the subject person of the lifecycle event case by selecting Show activity sets to subject person for individual lifecycle event types. (The progress bar for each activity set does not appear to the subject person, however.) See Build a lifecycle event for more information.

Feedback