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HR Service Delivery release notes

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HR Service Delivery release notes

ServiceNow® HR Service Delivery product enhancements and updates in the New York 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.

New York upgrade information

  • (Enterprise Onboarding and Transitions only) If you have lifecycle event activities with HR criteria, a new audience record will be created for that HR criteria and associated with the activity to define whether the activity should trigger for a lifecycle event case.
  • 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 case. Because Istanbul did not have this field, you must create a new document type or select an existing document type for your document templates. See Using document types with HR document templates.
  • When upgrading from any release prior to Kingston, and you have customizations that reference script includes:

New in the New York release

Case and Knowledge Management
Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and services over time.
Now Mobile for HR Service Delivery
Enable your employees to view HR requests, request help, complete HR tasks, and more using the new Now Mobile app for HR Service Delivery.
Components installed with Now Mobile for HR Service Delivery
The Human Resources Scoped App: Mobile [com.sn_hr_mobile] plugin activates the sn_hr_mobile.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Mobile admin user by requiring a minimum number (default is two) of active users with this role.
E-signature
Sign electronic documents from any desktop or mobile device with e-signature. E-signature is a scoped application that enables users to sign managed documents, knowledge articles, or HR document templates with their typed or drawn signature, credentials, or as an acknowledgment.
The e-signature [com.snc.esign] plugin activates the sn_esign.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only e-signature admin user by requiring a minimum number (default is two) of active users with this role.
Work an HR case
Add or modify an HR task
New features for HR case and task are:
  • You can now use Rich Text Format (RTF) in the Description field for an HR case or task. Using RTF for an HR case or task description provides a better user experience so you can emphasize specific text. It also retains the formatting on the Employee Service Center.
  • You can allow your employees to respond to HR cases or tasks from a personal email account. When the sn_hr_core.restrict_guest_email system property is False (default), the text from an email appears in the Work notes field.
Response templates for HR case management
You can restrict visibility to response templates by groups. This restriction ensures that the correct response appears for an HR case and ensures a consistent and efficient process for HR agents with their responses.
The Response Templates [com.sn_templated_snip] plugin activates the sn_templated_snip.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Response Template admin user by requiring a minimum number (default is two) of active users with this role.
Reclassify an HR case
You have new options when transferring an HR case from one HR service to another. You can create a new HR case number or retain the original case number when performing a transfer. You can also create your own transfer type configurations. You can also determine what HR agents can see the transfer type.
SAP SuccessFactors integration for employee to-dos
Synchronize employee to-dos between HR Service Delivery and SAP SuccessFactors so that employees can access their to-dos from either system. This creates a connected experience that directs employees to the system of origin to complete their to-dos. For example, employees would be able to view their SuccessFactors to-dos in the Employee Service Center.
Auto-close an HR case
You can automatically close an HR case after all to-dos (or mandatory to-dos) are complete. This option is available for HR services fulfilled by a service activity or lifecycle event.
DocuSign integration
Integrate with DocuSign so that users can electronically sign documents through the DocuSign service. The integration utilizes the DocuSign spoke from IntegrationHub, and supports the use of both HR document templates and DocuSign templates. It also includes two preconfigured HR services for making requests.
Collect employee input with employee forms
Collect employee input without creating additional case records or adding new fields to existing tables with employee forms. Employee forms are questionnaires built using the survey designer that you can use in HR tasks to verify or update employee information. The information collected can be mapped directly to fields on a target table. You can also use HR criteria to query answers for use in downstream processes, such as for lifecycle event activities.
Configure an HR service
You can now configure HR services with a flow fulfillment type. Using a flow fulfillment type automates the process with a sequence of reusable actions.
Quick start tests for HR Service Delivery
New quick start tests for HR are:
  • Assert lifecycle event activity set execution context
  • Create knowledge block and attach block to article
  • HR LifeCycle: Creation of Talent Management case from ESC portal
  • HR: Creation of Employee Relations case from ESC portal
  • HR: Creation of Payroll case from ESC portal
HR standard ticket page
New HR ticket page for HR core users
A new HR ticket page is available for users that have Case and Knowledge Management (Human Resources Scoped App: Core) only. Use the HR ticket page to view the details of an HR case, including the description, attachments, history, and option to cancel the request, in any self-service portal.
Components installed with Case and Knowledge Management
The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the sn_hr_core.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only HR admin user by requiring a minimum number (default is two) of active users with those admin roles.
Components installed with HR Integrations
The Human Resources Scoped App: Integrations [com.sn_hr_integrations] plugin activates the sn_hr_integrations.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only HR Integrations admin user by requiring a minimum number (default is two) of active users with this role.
Employee Service Center
Provides a single, unified portal for employees to get all the information, services, and help that they need.
Manage campaigns/Content Automation
The new features for campaign bundles are:
  • Use a To-do Content to end a campaign and prevent remaining content from appearing for an employee. For example, after an employee signs up for benefits, you can stop future content that prompts the employee to sign up for benefits.
  • Customize the start and end dates of a campaign bundle. You can use different types of triggers for the start date. And, you can configure the start and end dates with offsets. Offsets help you define an end date by moving it forward or backward depending on the trigger.
Schedule the delivery of HR content
You can add approvers for content you want to appear on the portal. Content publishes after approval. If you don't require approvals, content appears immediately or when scheduled.
Create and manage content for a campaign
With the new features you can:
  • Optionally assign users to campaigns and require them to approve campaign content prior to publication. Content publishes after approval. Content appears immediately or when scheduled when no approvals needed.
  • Ensure content in a campaign also posts to the employee forums.
Configure content analytics for Google
You can use Google Analytics as an available tracking profile to collect data on content delivery (Employee Service Center portal). Google Analytics provides a wealth of new portal traffic metrics in the standard reports.
Add or modify portal content
With the new content types you can:
  • Use Styled Content type to create custom banners and announcements without coding.
  • Use E-Signature to require an employee to provide an e-signature to complete a to-do.
HR Virtual Agent conversations
With the new features you can:
  • Use Natural Language Understanding (NLU) with HR Virtual Agent (VA). NLU helps VA understand word meanings and word contexts to infer user or system actions.
  • Use the new topics (chatbot conversations):
    • Update Address
    • Update Email
    • Update Phone Number
    • Add Emergency Contact
    • Update Emergency Contact
    • Delete Emergency Contact
    Note: These new topics replace the Update Profile topic. The Update Profile topic is no longer available.
  • After activation of NLU, you must republish your existing chatbot conversations.
    Note: This feature is only available with the HR Professional and HR Enterprise packages.
The Human Resources Scoped App: Virtual Agent Conversations [com.sn_hr_virtual_agent] plugin activates the sn_hr_va.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Virtual Agent admin user by requiring a minimum number (default is two) of active users with this role.
Employee Forums
You can configure Employee Forums to prompt users to sync their community profile with their HR profile.
Employee to-dos page
The Employee to-dos page has a Completed to-do tab. Shows the most recent to oldest by due date.
Map related articles and catalog items to a knowledge article
Map related articles and catalog items to a knowledge article so that employees can more easily find relevant information and submit relevant requests. For knowledge articles, you can manually map the related articles or allow a machine learning algorithm to predict and display the related articles. For catalog items, you can manually map the related catalog items.
Map related catalog items and articles to a catalog item
Map related catalog items and articles to a catalog item so that employees can more easily find relevant information and submit relevant requests. For knowledge articles, you can manually map the related articles or allow a machine learning algorithm to predict and display the related articles. For catalog items, you can manually map the related catalog items.
Configure when new hires display on the org chart page and my team widget
Configure when new hires display on the org chart page and my team widget. You can use user display configuration records to control when users appear, such as on a new hire's start date or several days prior.
Components installed with Employee Service Center
The Employee Service Center [com.sn_hr_service_portal] plugin activates the sn_hr_sp.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Employee Service Center admin user by requiring a minimum number (default is two) of active users with this role.
Components installed with Content Automation
The Content Automation [com.sn_content_automation] plugin activates the sn_ca.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Content Automation admin user by requiring a minimum number (default is two) of active users with this role.
Components installed with Content Delivery
The Content Delivery [com.sn_content_delivery] plugin activates the sn_cd.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Content Delivery admin user by requiring a minimum number (default is two) of active users with this role.
Components installed with Content Analytics
The Content Analytics [com.sn_content_analytics] plugin activates the sn_cda.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Content Analytics admin user by requiring a minimum number (default is two) of active users with this role.
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.
Mobile Onboarding
Enable your new hires to complete onboarding to-dos, ask questions, and view relevant content using the new Mobile Onboarding app.
Components installed with Mobile Onboarding
The Human Resources Scoped App: Mobile Employee Onboarding [com.sn_hr_onboarding] plugin activates the sn_hr_onboarding.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Mobile Onboarding admin user by requiring a minimum number (default is two) of active users with this role.
Employee Journeys
Employee Journeys provide a quick way to start implementing a use case that uses parts of HR Case and Knowledge, Employee Service Center, and more.

Parental Leave of Absence is an Employee Journey that provides a reference implementation for leaves of absence needed when an employee has a child. For example, maternity, paternity, or adoption leave.

The Human Resources Scoped App: Parental Journey [com.sn_hr_parental_journey] plugin activates the sn_hr_pj.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Parental Journey admin user by requiring a minimum number (default is two) of active users with this role.

Replace HR criteria with audience records for lifecycle event activities
Replace HR criteria with audience records to define whether an activity should trigger for a lifecycle event case. Audience records are configured based on user conditions, user criteria, HR profile conditions, HR criteria, or an uploaded file. For existing activities with HR criteria, a new audience record is created for that HR criteria and is associated with the activity.
Clone a lifecycle event
Clone a lifecycle event and its associated activity sets and activities with the lifecycle event builder.
Preview and test a lifecycle event
Preview and test a lifecycle event for different audience types. You can preview a lifecycle event to validate which activities will trigger or not for a particular audience. You can then create a test lifecycle event case for different users and select which activities to include or exclude in your test.
Support for rehires, transfers, and users with multiple jobs
You can capture multiple jobs for an employee with the new Jobs table. When creating new cases, you can specify which job the case is tied to. For example, an intern converting to full-time has two jobs. The onboarding case for the new full-time position can be associated with the full-time job record. This will ensure that downstream activity sets and activities are triggered based on information from the full-time job record.
New activity type for flow for lifecycle event activities
Lifecycle event activities can now be fulfilled by a flow that was created in Flow Designer.
Filter lifecycle event activities
Filter lifecycle event activities by activity type, owning group, and audience. You can also search for individual activities by name.
Components installed with Enterprise Onboarding and Transitions
The Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] plugin activates the sn_hr_le.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Enterprise Onboarding and Transition admin user by requiring a minimum number (default is two) of active users with this role.
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 to retain employee documents and reduces compliance risks.
Components installed with Employee Document Management
The Employee Document Management [com.sn_employee_document_management] plugin activates the sn_hr_ef.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Employee Document Management admin user by requiring a minimum number (default is two) of active users with this role.

Changed in this release

Case and Knowledge Management
Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and services over time.
Components installed with Case and Knowledge Management
The HR agent [sn_hr_core.basic] role contains the HR report creator [sn_hr_core.report_creator] role. This change allows HR agents to create HR reports from the HR case [sn_hr_core_case] and task [sn_hr_core_task] tables.
Run Reports
The HR agent [sn_hr_core.basic] role contains the HR report creator [sn_hr_core.report_creator] role. This change allows HR agents to create HR reports from the HR case [sn_hr_core_case] and task [sn_hr_core_task] tables.
HR fulfillment instructions
HR case fulfillment instructions are a separate module and no longer part of an HR service. To provide flexibility, fulfillment instructions are associated with an HR table and condition builder. This change allows you to have different fulfillment instructions based on the location of the employee, transferred cases, and more.
Note: The HR case Checklist remains on the HR service and appears in a separate tab.
Employee Service Center
Provide a single, unified portal for employees to get all the information, services, and help that they need.
Manage campaigns/Content Automation
Dynamic is a new trigger type for Campaign Bundles. Trigger types determine how a campaign bundle starts. You can use a table to provide a trigger field, date offsets, and duration when using the Dynamic trigger type.
Create and manage content for a campaign
Campaign targets (users) appear after publishing a campaign and the Content Automation: Add users to campaigns scheduled job runs. Previously, users only appear after the campaign start date.
Add or modify notification content
For the email notification type, all recipients move into the BCC field and are not visible.
Employee Forums
You can configure Employee Forums to suppress the prompting of users to accept the terms and conditions of the community. You can suppress the prompt when your company does not require internal users to go through the process of accepting the terms and conditions.
Communities page renamed to Employee Forums
Employee Forums is the new name for the Communities page in the Employee Service Center.
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.
New order guides using asset management workflows for New Hire Onboarding lifecycle event
The preconfigured lifecycle event for New Hire Onboarding now utilizes new order guides with catalog items that use asset management workflows. The following activities were updated or added.
  • Select Equipment and Accessories is an updated activity that points to an order guide using the Procurement Process Flow - Hardware asset management flow.
  • Software Setup is a new activity that points to an order guide using the Procurement Process Flow - Software asset management flow.
Enhancements to lifecycle event case list and form
Enhanced the list view and case form for lifecycle events so that agents can track the progress of a lifecycle event case at a glance. Agents can monitor the progress of activity sets and drill down to monitor the status of individual activities.

Removed in this release

  • The Advanced trigger type in Campaign Bundles is no longer available. It is still available on instances upgraded from a previous release but not available for new instances.
  • The Update Profile predefined VA topic (chatbot conversation) is no longer available. The six new VA topics replace this topic.

Activation information

HR Service Delivery is available as a separate subscription. Depending on the package you have, 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)
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