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.

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. Badges display on the portal to indicate to the employee which department is fulfilling that activity. See Configure an HR badge 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	Service activities fulfill the HR service. In the Service Activities section at the bottom of the HR Service form, add one or more service activities to fulfill the HR service. Note: Service activities can be approvals, tasks, or child HR services. 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. In the Lifecycle Event Type field, select a lifecycle event to fulfill the HR service. Note: A lifecycle event is a collection of activities that comprise an employee experience such as new hire onboarding. See Lifecycle event configuration for more information.
   	Advanced	An advanced option to fulfill the HR service using a combination of workflows and service activities.
   	Flow	A flow fulfills the HR service. In the Flow field, select a flow to fulfill the HR service. Note: A flow automates a process with a sequence of reusable actions. See Flow designer for more information.
   Topic detail	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	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	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. (Enterprise Onboarding and Transitions only) An HR service for a lifecycle event can be associated with any COE.
   Automatically close case	Option to automatically close the HR case after all of the to-dos or all of the mandatory to-dos are complete. This field appears when Service Activity or Lifecycle Event is selected from Fulfillment type.
   	Close when	Select one of the following: All to-dos are complete Mandatory to-dos are complete
   	Close offset	Number of days to offset the closure of the HR case. For example, if the offset is set to three, then the HR case will close three days after the completion of all (or all mandatory) to-dos. Note: The maximum offset that you can apply is 90 days.
   Active	Option to activate the HR service for use.
   Show case to subject person	(Employee Service Center only) Option to show the HR case to the subject person when it is created, including: 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 If the HR case has one or more child cases, the child cases are automatically rolled up with the parent case 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. Note: The HR ticket page is where users can view the details of an HR case in the Employee Service Center. See HR ticket page for more information.
   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 Checklist related list, you can provide steps to help HR agents fulfill HR cases for the associated HR service.

   Field	Description
   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.