ServiceNow Istanbul HR Service Management Application Guide

10/16/2018 Istanbul Human Resources application Istanbul ServiceNow Contents Contents HR Service Management............................................................................................................................. 4 HR Service Management Scoped.......................................................................................................4 HR Service Management Scoped............................................................................................ 4 HR Service Portal Scoped................................................................................................... 127 HR Performance Analytics Scoped...................................................................................... 144 HR Workday Integration Scoped..........................................................................................146 HR Service Management Non-Scoped........................................................................................... 156 HR Service Management Non-Scoped................................................................................ 156 HR Service Portal Non-Scoped............................................................................................264 HR Performance Analytics Non-Scoped.............................................................................. 304 HR Workday Integration Non-Scoped.................................................................................. 306 Index.......................................................................................................................................................... 317 © 2018 ServiceNow. All rights reserved. iii Istanbul ServiceNow HR Service Management HR Service Management The ServiceNow® HR Service Management application improves the employee service experience by automating HR interactions and providing a single platform for all HR services. It is available in two versions: HR Service Management Scoped on page 4 The scoped version of HR Service Management was introduced in Istanbul. Scoping encapsulates HR data so that HR administrators can protect sensitive information and prevent interference from outside users and applications. All future development of new features and functionality will be made to the scoped version. HR Service Management Non-Scoped on page 156 The non-scoped version of HR Service Management is only available for customers that went live with HR in Helsinki or earlier. Beginning with Istanbul, new features and functionality are no longer supported and require migration to the scoped version of HR. HR Service Management Scoped Welcome to the scoped version of HR Service Management. You can deploy one or more of the following: HR Service Management Scoped on page 4 HR Service Management Scoped allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests. HR Service Portal Scoped on page 127 HR Service Portal Scoped provides a single place for employees to quickly and easily get all the HR services they need. You can also deploy any of the following supporting applications: • • HR Performance Analytics Scoped on page 144 measures key performance indicators to track HR performance over time. It requires a separate premium subscription to the Performance Analytics application. HR Workday Integration Scoped on page 146 synchronizes employee profile information between the scoped version of HR Service Management and Workday. HR Service Management Scoped The HR Service Management application allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests in the scoped version of HR. Explore • Set up Administer HR Service Management release notes © 2018 ServiceNow. All rights reserved. 4 Istanbul • Upgrade your instance • • Understanding HR Service • Management Scoped on page 26 Activate HR Service Management Scoped on page 5 Use Develop • • • • • • • HR Profile on page 79 HR Case Management on page 95 HR Knowledge Management on page 110 HR Dashboards & Reports on page 113 ServiceNow HR Service Management HR Administration on page 28 Integrate Developer training • Developer documentation • Installed with HR Service Management Scoped on page 6 HR Performance Analytics Scoped on page 144 HR Workday Integration Scoped on page 146 Troubleshoot and get help • • • Ask or answer questions in the HR Service Management community Search the HI Knowledge Base for known error articles Contact ServiceNow Support Activate HR Service Management Scoped You can activate Human Resources Scoped App: Core [com.sn_hr_core] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Scoped App: Core allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests. It activates these related plugins if they are not already active. Table 1: Plugins for Human Resources Scoped App: Core Plugin Description Human Resources Scoped App: Security Provides HR security. [com.snc.hr.scoped_security] Human Resources Scoped App: Integrations Provides HR Integrations. [com.sn_hr_integrations] 1. 2. 3. Navigate to System Definition Plugins . Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. © 2018 ServiceNow. All rights reserved. 5 Istanbul 4. ServiceNow HR Service Management If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin. If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Installed with HR Service Management Scoped Several types of components are installed with HR Service Management Scoped. Tables installed with HR Service Management Scoped Human Resources Scoped App: Core plugin adds the following tables. Table Description HR Beneficiary Subject tables (HR services). [sn_hr_core_beneficiary] HR Benefit Subject tables (HR services). [sn_hr_core_benefit] HR Benefit Plan Providers for benefits. [sn_hr_core_benefit_provider] HR Benefit Type Types of benefits. [sn_hr_core_benefit_type] HR Case [sn_hr_core_case] Base table for HR cases. The details of a submitted HR case. Client Role Rule [sn_hr_core_client_role_rule] HR Condition [sn_hr_core_condition] HR Conditions for Criteria [sn_hr_core_m2m_condition_criteria] HR Contact [sn_hr_core_contact] HR Core Compensation Basic contact information for HR contacts (relating to an HR profile). Details on compensation for an employee. [sn_hr_core_compensation] © 2018 ServiceNow. All rights reserved. 6 Istanbul ServiceNow HR Service Management Table Description HR Core Compensation Bonus Details on the type, percentage, and amount of bonus for an employee. [sn_hr_core_bonus] HR Core Compensation Salary [sn_hr_core_salary] HR Core Compensation Stocks [sn_hr_core_stocks] Details on the type of salary and currency for an employee. Details on amount, vesting schedule and dates, and quantity of stock for an employee. HR Criteria [sn_hr_core_criteria] HR Criteria for Links [sn_hr_core_m2m_link_template] HR Disability Benefit Subject table (disability benefit). [sn_hr_core_disability_benefit] HR Disciplinary Issue Type Types of employee performance issues. [sn_hr_core_disciplinary_issue_type] HR Disciplinary Warning Type Types of employee performance warnings. [sn_hr_core_disciplinary_warning_type] HR Document Acknowledgement Stores document acknowledgement instances. [sn_hr_core_document_acknowledgement] HR Document Template [sn_hr_core_document_template] HR Employee Relations Case Stores the PDF templates for services that generate letters. Details of an employee relations case. [sn_hr_core_case_relations] HR Health Benefit Subject table (benefit). [sn_hr_core_health_benefit] HR Insurance Benefit Subject table (insurance benefits). [sn_hr_core_insurance_benefit] HR Link [sn_hr_core_link] HR Operations Report URL links for information and suggested reading widgets. Subject table (reports). [sn_hr_core_op_report] HR Operations Report Frequency [sn_hr_core_op_report_frequency] HR operational report frequencies (monthly, weekly, and others). © 2018 ServiceNow. All rights reserved. 7 Istanbul ServiceNow Table Description HR Operations Report Type Type of HR report requested. HR Service Management [sn_hr_core_op_report_type] HR Operations System [sn_hr_core_op_system] HR Operations System to Report Type Operations system for a report (payroll, HR, and others). Type of HR report by system. [sn_hr_core_op_system_to_report_type] HR Payroll Case Payroll HR cases. [sn_hr_core_case_payroll] HR Profile Subject table (payroll). [sn_hr_core_profile] HR Profile Bank Account Subject tables (HR services). [sn_hr_core_profile_bank_account] HR Profile Direct Deposit Subject profile table (direct deposit). [sn_hr_core_direct_deposit] HR Retirement Benefit Subject table (retirement benefit). [sn_hr_core_retirement_benefit] HR Service [sn_hr_core_service] HR Service Option [sn_hr_core_service_option] HR Task [sn_hr_core_task] The base table for HR tasks. The details of a task associated with a particular HR case. HR Template [sn_hr_core_template] HR Tier Escalation [sn_hr_core_tier_escalation] HR Total Rewards Case Total Rewards/Benefits based HR cases. [sn_hr_core_case_total_rewards] HR Workday Department Interface Workday interface table for departments. [sn_hr_wday_cmn_department_int] HR Workday DS Interface Workday interface for worker data. [sn_hr_wday_data_import] © 2018 ServiceNow. All rights reserved. 8 Istanbul ServiceNow HR Service Management Table Description HR Workday ID Cross Reference Maps Workday and ServiceNow primary keys. [sn_hr_wday_id_cross_reference] HR Workday Job Profiles Interface [sn_hr_wday_job_profile_int] HR Workday Job Tracker [sn_hr_wday_job_tracker] HR Workday Locations Interface Workday interface table for location. [sn_hr_wday_cmn_location_int] HR Workforce Administration Case [sn_hr_core_case_workforce_admin] Details of Workforce Administration case such as personal information change requests, employment verification letter requests, onboarding tasks, and offboarding tasks. HRIT Operations Case Operations and HRIT cases. [sn_hr_core_case_operations] Job Profile Job profile description. [sn_hr_core_job_profile] Matching Roles [sn_hr_core_matching_roles] Position Job position information. [sn_hr_core_position] Relationship [sn_hr_core_relationship] Signature Image Contains images of captured signatures. [signature_image] Topic Category [sn_hr_core_topic_category] Topic Detail [sn_hr_core_topic_detail] Who is covered [sn_hr_core_who_is_covered] CMDB HR Case Product Model [cmdb_hr_case_product_model] CMDB HR Task Product Model [cmdb_hr_task_product_model] Collects information on people covered by benefits of an employee. The product models used for HR case record producers. The product models used for HR task record producers. © 2018 ServiceNow. All rights reserved. 9 Istanbul Table ServiceNow HR Service Management Description Content Block Open Header [content_block_open_header] Employment History Employee employment history by company. [sn_hr_core_employment_history] HR Application [sn_hr_core_application] HR Assignment Data Lookup The details of who HR cases can be assigned to. [sn_hr_core_dl_assignment] HR Benefit Tuition Reimbursement Subject profile table (tuition reimbursement) [sn_hr_core_benefit_tuition_reimbursement] HR Case Flow The details of HR case state flows. [sf_hr_case] HR Case Template HR Case template. [sn_hr_core_case_template] HR Category [sn_hr_core_category] The categories that can be assigned to HR cases, used for assignment and reporting. HR Category for Operations [sn_hr_core_category_operations] HR Dental Benefit Subject profile table (dental benefits) [sn_hr_core_dental_benefit] HR Direct Deposit [sn_hr_core_direct_deposit] HR Disciplinary Category Performance categories [hr_category_performance] HR Disciplinary Issue [sn_hr_sp_performance_issue] HR Employment History [hr_employment_history] HR Links for Template The details of employment history, displayed in the hr_profile record for a sys_user. Contains a reference to Profile [hr_profile]. M2M between HR links and template lookup. [sn_hr_core_m2m_link_template] HR Medical Benefit Subject profile table (medical benefits) [sn_hr_core_medical_ benefit] © 2018 ServiceNow. All rights reserved. 10 Istanbul Table ServiceNow HR Service Management Description HR Payroll [sn_hr_core_payroll] HR Payroll Category [sn_hr_core_category_payroll] HR Pharmacy Benefit Subject table (pharmacy benefits) [sn_hr_core_pharmacy_benefit] HR Position [hr_position] HR Profile Contact [sn_hr_core_contact] HR PTO Balance The job positions and a reference to the departments the positions are part of. Basic contact information for HR contacts (relating to an hr profile). Current employee paid time off (PTO) balance. [sn_hr_wday_pto_balance] HR Task Flow The details of HR task state flows. [sf_hr_task] HR Template Lookup [hr_template_lookup] HR Todo Tasks for Template Defines set of tasks generated for an HR service category. (Only onboarding is implemented.) M2M between HR tasks and template lookup. [sn_hr_core_m2m_task_template] HR Total Rewards Category Benefits Categories [sn_hr_sp_category_total_rewards] HR Tuition Reimbursement Subject table (tuition reimbursement) [sn_hr_core_tuition_reimbursement] HR Vision Benefit Subject table (vision benefit) [sn_hr_core_vision_benefit] HR Workforce Admin Category HR Onboarding/Offboard/Change categories [sn_hr_sp_category_workforce_admin] Job Interview Job interview instance (position, candidate, date) [sn_hr_candicate_po_hr_job_interview] Job Posting [sn_hr_candidate_po_hr_job_posting] Job Profiles Interface Table Job posting instance (active profile and requisition] Workday interface table for job profile. [sn_hr_wday_job_profile_int] © 2018 ServiceNow. All rights reserved. 11 Istanbul ServiceNow HR Service Management Table Description Workday PTO Balance Paid time off (PTO) balance from Workday. [sn_hr_wday_pto_workday_pto_balance] Workday Status [sn_hr_wday_workday_status] Workday Time Off Type Paid time off (PTO) type (from Workday). [sn_hr_wday_pto_time_off_type] Table 2: Tables for PDF generator Table Description General Element The formats used by the PDF generator that can be used to customize the template for the PDF document. [general_elements] General List A list of the properties and query used to generate the PDF document, for example, the employment verification letter. [general_list] Roles installed with HR Service Management Scoped Human Resources Scoped App: Core plugin adds the following roles. Role title [name] Description HR system administrator Full control over all human • resources data and can • administer territories and • skills. • User groups can replace • this role. • • • • • • sn_hr_core.manager assignment_rule_admin knowledge_manager sn_hr_sp.employee sn_hr_sp.hrsp_employee sn_hr_wday.workday_integration skill_admin template_editor_global catalog_admin approval_admin survey_admin Can create, update, and delete HR cases. User groups can replace this role. • • • • • • document_management_user sn_hr_core.case_writer sn_hr_core.kb_writer sn_hr_core.profile_writer skill_user survey_reader Can read HR cases. • sn_hr_core.profile_reader sn_hr_core.admin HR agent sn_hr_core.basic HR case reviewer Contains Roles sn_hr_core.case_reader © 2018 ServiceNow. All rights reserved. 12 Istanbul ServiceNow HR Service Management Role title [name] Description Contains Roles HR case worker Can create and update HR cases. • sn_hr_core.case_reader Can create and update HR knowledge articles. • None Full control over all HR functions. • • • • • • • sn_hr_core.basic sn_hr_core.secure_info writer approver_user catalog catalog_admin skill_admin survey_admin Can read HR profiles. • None Read and write basic HR profile information. • sn_hr_core.profile_reader Read all HR case and user information. • sn_hr_core.profile_reader Can create, update, and delete HR position records. • • sn_hr_core.secure_info_reader sn_hr_core.profile_writer sn_hr_core.case_writer HR knowledge article writer sn_hr_core.kb_writer HR manager sn_hr_core.manager User groups can replace this role. HR profile reviewer sn_hr_core.profile_reader HR profile writer sn_hr_core.profile_writer HR secure information reader sn_hr_core.secure_info_reader HR position specialist sn_hr_core.secure_info_writer Can create and update HR profiles. Read and write all HR case and user information. HR Employee Alumni sn_hr_core.hrsm_alumni Role assigned when employment status is offboarding or previous employee. For customers that do not use the HR Service Delivery portal. Contingent Employee sn_hr_core.hrsm_contingent Role assigned to employee with a fixed term contract. For customers that do not use the HR Service Delivery portal. © 2018 ServiceNow. All rights reserved. 13 Istanbul Role title [name] Description Contractor Role is assigned when employment status is employed and type temporary. sn_hr_core.hrsm_contractor ServiceNow HR Service Management Contains Roles For customers that do not use the HR Service Delivery portal. HR Employee sn_hr_core.hrsm_employee Role assigned a regular employee. For customers that do not use the HR Service Delivery portal. New Hire sn_hr_core.hrsm_new_hire Role assigned when employee is hired. For customers that do not use the HR Service Delivery portal. Service Delivery portal admin [sn_hr_sp.admin] Allows a delegated • developer access to development areas like widget creation for the HR Service Delivery portal. None Can assign Service Delivery roles. Can turn on Scoped Admin for Service Delivery in sys_app. Can access the HR Service Delivery portal. Alumni sn_hr_sp.hrsp_alumni Role assigned when employment status is offboarding or previous employee. sn_hr_core.hrsm_alumni Can access the HR Service Delivery portal. Contingent employee sn_hr_sp.hrsp_contingent Role assigned to employee with a fixed term contract and type is Contingent. sn_hr_core.hrsm_contingent Can access the HR Service Delivery portal. © 2018 ServiceNow. All rights reserved. 14 Istanbul ServiceNow HR Service Management Role title [name] Description Contains Roles Contractor Role is assigned when employment status is employed and type Contractor. sn_hr_core.hrsm_contractor sn_hr_sp.hrsp_contractor Can access the HR Service Delivery portal. Employee sn_hr_sp.hrsp_employee Role assigned when employee type is Full Time. sn_hr_core.hrsm_employee Can access the HR Service Delivery portal. New Hire sn_hr_sp.hrsp_new_hire Role assigned when employee is hired. sn_hr_core.hrsm_new_hire Can access the HR Service Delivery portal. Workday Integration Role sn_hr_core.workday_integration A Workday integration specialist. Has access to the Workday integration module and can set integration properties. Also, has access to the Job Status module that lists Job Trackers. • None User groups installed with HR Service Management Scoped Human Resources Scoped App: Core plugin adds the following user groups. User group Description HR Parent to other HR groups. It grants the HR manager role, and its child groups inherit the HR manager role. HR Admin Group members can perform all the functions in HR. HR Benefits Group members administer HR benefits. Inherits the HR manager role. HR Employee Relations Group members administer employee relations. HR Investigations Group members investigate HR cases. Inherits the HR manager role. HR Leadership Group members manage HR teams. Inherits the HR manager role. HR Payroll Group members administer HR payroll. Inherits the HR manager role. HR Recruiting Group members perform recruiting and hiring activities. © 2018 ServiceNow. All rights reserved. 15 Istanbul ServiceNow HR Service Management User group Description HR Systems Group members grant system access, perform system password resets, create system reports, and provide HR Service Portal HR Tier 1 Group members have wide range of HR skills. HR Tier 2 Group members have specific range of HR skills. HR Tier 3 Group members are experts in specific HR skills. HR VIP Watchlist Members of this group are added to the watchlist of HR cases for VIP users. No roles are granted. Script includes installed with HR Service Management Scoped Human Resources Scoped App: Core adds the following script includes. Script include Description GeneralHRForm Generates employment verification letter from personal information in the HR profile. hr Container for commonly used values. HRBenefitTables HR Benefit table choice HrRoleManagement HRSecurityUtils Contains various utility functions for the Human Resources App Scoped Security Plugin. HRUserAuthentication hr_AssignmentUtil Assigns groups and/or agents to HR cases and tasks hr_Case Wrapper class for HR Case records. hr_CaseAjax Wrapper class for HR Case Ajax requests. hr_CaseHierarchyUtils Utilities for showing HR services based on provided topic deail, topic detail, or COE. hr_CaseUtils Utilities to populate a case from a record producer. hr_Configuration Utilities for getting HR property settings. hr_Constants List of constants used in the State field of the HR case and HR task. hr_CoreUtils Core HR utility functions. hr_CreateProfilesAJAXProcessor Handles creating HR profiles via the Generate HR Profiles module. hr_Criteria Utility for evaluating HR criteria and underlying conditions hr_Filters Filters for groups. hr_Login_Authenticator hr_MySubjectStats © 2018 ServiceNow. All rights reserved. 16 Istanbul ServiceNow HR Service Management Script include Description hr_Payroll Utilities for payroll functionality. hr_ProducerUtils Utilities for displaying data on catalog and portal. hr_Profile Handles HR profile records. hr_SCConfig Container for commonly used values needed by the service catalog manager plugin. hr_ServicesUtil Utilities for creating HR cases from an HR service. hr_SysUser Handler for HR functionality on sys_user records. hr_Task Wrapper class for HR Task. hr_TemplateUtils Utilities related to applying templates. hr_UserToProfileMigration Helps create HR profiles from the Users table. hr_Utils Generic functionality for the HR application. Client scripts installed with HR Service Management Scoped Human Resources Scoped App: Core adds the following client scripts. Client script Table Description Reset priority on opened_for change HR Case Adjusts HR case priority based on whether the user is a VIP. Auto populate fields HR Case [hr_case] [hr_case] Populate profile and assignment group HR Case Custom Knowledge Search HR Case [hr_case] [hr_case] End date must be after start date HR Employment History Enforce unique user HR Profile [hr_employment_history] [hr_profile] Hide Record Producer variables HR Case [hr_case] Automatically sets location and department fields in HR cases, based on details from the user associated with that record. Populates the Assignment Group and HR profile fields (if the Opened for user has an HR profile) in an HR case. Custom knowledge search in the HR case form view. Validates that the employment end date is not before the employment start date. Prevents creating a profile when the selected user already has an HR profile. Hides record producer variables which would otherwise be displayed in the HR case form view. © 2018 ServiceNow. All rights reserved. 17 Istanbul ServiceNow HR Service Management Client script Table Description Highlight VIP employee HR Case Formats an HR case for a VIP user in the HR case list. [hr_case] Populate Category using template HR Case Populate fields using sys_user HR Profile [hr_case] [hr_profile] Populate HR profile onChange HR Case [hr_case] Populates the category based on the selected HR template. Updates fields in a new HR profile record when an existing user is selected. Updates the HR profile fields in an HR case automatically when the Opened for user is changed. Populate Opened for field onChange HR Case Populate template using category HR Case Start date must be before end date HR Employment History Field Access [onLoad] hr_profile Sets HR Profile fields to read only if the user does not have the hr_case_writer role. update manager when department changes hr_case When the Department field is updated, set the Manager field if the case is an Onboarding case. Set Category hr_document_template Sets the default value for the Category field to Employment Verification. Clear task on change of user hr_document_acknowledgement If the user in the referenced task is changed, disassociate the document acknowledgement. EnforceFields hr_case Ensures that the form cannot be submitted unless the mandatory fields are completed. Populate Department from Position hr_case If the case is Onboarding, set the Department field when the Position field is updated. Validate Email Address on submit hr_emergency_contact Ensures that the email address is valid when the form is submitted. [hr_case] [hr_case] [hr_employment_history] Updates the Opened for field when a profile is added to an HR case. Populates the template on an HR case when a category is changed. Validates that the employment start date is not after the employment end date. © 2018 ServiceNow. All rights reserved. 18 Istanbul ServiceNow HR Service Management Client script Table Description Make Ack Type mandatory in HR Task. hr_task Make the Acknowledgement type field mandatory when assigned to an Opened for user on the HR case. User field is only writable for hr_admin hr_profile User field on the hr_profile form is read-only for all the users except for hr_admin users. Business rules installed with HR Service Management Scoped Human Resources Scoped App: Core adds the following business rules. Business rule Table Description Assigned HR Case [hr_case] Invokes the state flow process for HR cases. HR Task [hr_task] Invokes the state flow process for HR tasks. HR Case [hr_case] Loads the HR case types and associated categories and maps the template to the case type. Add HR Supervisor to watch list HR Case [hr_case] Adds members of the HR VIP Watchlist group to an HR case when the user is a VIP. #Add User Acceptance State HR Case [hr_case] Places an HR case into Waiting for user acceptance state. #Auto-assessment business rule HR Case [hr_case] Triggers an HR survey when the case is closed or canceled. Auto Assign HR task [hr_task] Checks skills, country, and group requirements for task assigned to the HR case agent. If no match, perform same check for the HR case. If no match, check for skills only. #Ready for work (approval off) Ready for approval Ready for work (approval on) #Start work #Cancellation Accept Assigned #Cancel cleanup Ready for work Reassign Resume HR case Start work Add categories to scratchpad © 2018 ServiceNow. All rights reserved. 19 Istanbul ServiceNow HR Service Management Business rule Table Description #Clear durations HR Case [hr_case] Clears the Duration value on hr_case records when the case is reactivated (when Active changes to true on a record inserted or updated). Close HR task HR task [hr_task] Closes the HR task that was created to request documentation from an employee when the employee replies to the email and attaches the file. Display action required HR Case [hr_case] Displays HR has requested some actions on your part message. Display Ready for Work message HR Case [hr_case] Displays a message if the HR case is in draft state instructing the agent to start work. Display reminding message on HR case HR Case [hr_case] Checks the access level of the current user and displays appropriate information in the HR case. If the admin is impersonating a user, display a message that they are not allowed access. Enforce unique user HR Profile [hr_profile] Ensures that a duplicate HR profile is not entered for a user. Exit survey trigger HR Task [hr_task] Sends a link to the exit survey when the exit survey task state changes to Work in Progress. Notify HR Case owner when all task close HR Task [hr_task] Sends a notification to the HR case assigned-to agent when all HR tasks are complete. Populate case SLAs Task SLA [task_sla] Inserts a Service Level Agreement timer when an HR case is active. Reassignment counter for Case HR Case [hr_case] Counts the number of times the case is reassigned. Remove HR Supervisor from watch list HR Case [hr_case] Removes HR VIP Watchlist group members from an HR case when the user is no longer a VIP. Restrict query HR Case [hr_case] Amends the query used to get HR case records to display in list view. Restrict query HR Task [hr_task] Amends the query used to get HR task records to display in list view. © 2018 ServiceNow. All rights reserved. 20 Istanbul ServiceNow HR Service Management Business rule Table Description Restrict query Emergency Contact [hr_emergency_contact] Amends the query used to get records to display in list view. Restrict query Employment History [hr_employment_history] Amends the query used to get records to display in list view. Send hr_case events HR Case [hr_case] Adds events to the event queue when records are inserted or updated. Set HR mailto System properties [sys_properties] Sets the email address specified in the Configuration module when the user selects Email HR on the HR Portal. Set user fields HR Case [hr_case] Sets the Opened for value on an hr_case record when the record is inserted or updated. Start HR User Acceptance timer HR Case [hr_case] Starts the timer when an HR case is resolved. The user is notified to accept the resolution and close the case. With no user response, the case is automatically closed when the time ends. #Synchronize fields to hr_profile User [sys_user] Synchronizes fields between associated hr_profile and sys_user records on update of the sys_user record. #Synchronize fields to sys_user HR Profile [hr_profile] Synchronizes fields between associated sys_user and hr_profile records on update of the hr_profile record. Update durations HR Case [hr_case] Sets the Duration value on hr_case records when the case becomes inactive (when Active changes to false on record inserted or updated). #Update HR Case percent complete Task [task] Updates the task percent complete for an HR case based on the state of associated HR tasks. Update hr_case when hr_task changes HR Task [hr_task] Updates Additional comments and Work notes fields on the associated hr_case record when an hr_task record is created or updated. Update name field HR Profile [hr_profile] Updates the Name value on an hr_profile record if the First name or Last name value changes when a record is inserted or updated. © 2018 ServiceNow. All rights reserved. 21 Istanbul ServiceNow HR Service Management Business rule Table Description #Validate end date is after start date HR Profile [hr_profile] Validates that Employment end date is after Employment start date when any of the two values changes when an hr_profile record is inserted or updated. #Validate opened_for against hr_profile HR Case [hr_case] Updates the Opened for value on hr_case records when State is not Requested and the record is updated. ValidateChanges HR Task [hr_task] Ensures that changes are valid. #Verify Work Notes HR Case [hr_case] Requires that work notes are entered when the HR case state changes. #Verify Work Notes HR Task [hr_task] Requires that work notes are entered when the HR task state changes. Email notifications installed with HR Service Management Scoped Human Resources Scoped App: Core uses the following email notifications. All are based on the HR Case [hr_case] table. Script action Description HR Case opened Sends an email to the caller and the user who enters the case when Active is true on record inserted. HR Case created from email Sends an email to the sender when an HR case is created from an inbound email action. HR Case assigned to me Sends an email to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Case assigned to my group Sends an email to the assignment group members when • Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Case commented Sends an email to the creator, the caller, the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Case resumed Sends an email to the assigned user when an HR task is closed complete and the HR case is automatically resumed. © 2018 ServiceNow. All rights reserved. 22 Istanbul ServiceNow HR Service Management Script action Description HR Case changed Sends an email to the sender and the assigned user or group when the state, assignee, assignment group, or work notes are changed in an HR case. HR Case worknotes Sends an email to the assigned user when Active is true AND Assigned to is not empty AND Work notes changes AND On record updated. HR Case closed Sends an email to the creator, the caller, the assigned user, and members of the watchlist when Active is false AND On record updated. HR Company welcome email Sends an email to the HR profile manager on an event fired by the Employee Onboarding HR Workflow. HR Task assigned to me Sends an email to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Task assigned to my group Sends an email to the assignment group members when • Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Task commented Sends an email to the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Task closed Sends an email to the user assigned to the HR case when Active is false AND On record updated. HR Task changed Sends an email to the event creator and the users defined in event parms 1 and 2 when the hr.task.changed event is fired. HR Employment Verification Sends an email to the third party who requested the employment verification letter. Events installed with HR Service Management Scoped Human Resources Scoped App: Core registers the following events. Event Description hrc.case.resume Triggers when an HR task is closed and the HR case is resumed. hrc.request.changed Triggers when the state, assignee, assignment group, and work notes are changed. © 2018 ServiceNow. All rights reserved. 23 Istanbul ServiceNow HR Service Management Event Description hrc.request.email.creation Triggers when a request is inserted from an email. hrc.task.changed Triggers when the state, assignee, assignment group, and work notes are changed. hrc.task.closed Triggers when a task is closed complete, but the parent case is not resumed and one or more tasks are still pending. hr_case.approved Triggers on approval of an HR case. hr_case.assignment_group.changed Triggers when the assignment group is changed. hr_case.commented Triggers when a comment is added to an HR case. hr_case.emp_verification Triggers from a UI action for employment verification to send the employment verification email to the person who requested it. hr_case.inserted Triggers on insertion of an HR case. hr_case.inserted.assigned Triggers on insertion and auto-assignment of an HR case. hr_case.inserted.unassigned Triggers on insertion of an HR case that is not auto-assigned. hr_case.updated Triggers when an HR case is updated. hr_case.welcome_email Triggers on insertion of an onboarding case to send the welcome email for a new employee. HR skills installed with HR Service Management Scoped Human Resources Scoped App: Core adds the following HR skills. HR skill Description Employee Career Provides guidance about the career path for employees. Employee Relations Assists employees with employee relations cases. Employee Transfer Manages process for transferring employees to ensure that all tasks are completed. Exit Interviews Interviews offboarding employees to ensure compliance and collect feedback. Hiring Manages processes, such as personnel requisitions, for the hiring of new employees. HR Is contained within all HR skills. HR Benefits Assists employees with benefits cases. HR Policy Assists employees with questions about company policies. © 2018 ServiceNow. All rights reserved. 24 Istanbul ServiceNow HR Service Management HR skill Description HR Systems Manages HR systems, such as payroll, learning management system, and employee database. Leave of Absence Assists employees to schedule leaves of absence, such as maternity leave. Payroll Assists employees with payroll questions and issues. Spanish Language Speaks Spanish, and can act as a translator when needed. Time Tracking Assists employees with timecard questions. Vacation/Leave Assists employees with vacation or leave questions. Workday Manages the Workday system and supports integration. HR catalog items installed with HR Service Portal Human Resources Scoped App: Service Portal adds the following HR catalog items. HR catalog item Description 401(k) benefits Submit a question about 401(k) benefits. For example: How much can I contribute? or When do withdrawals start? Employee relations questions Submit a question about employee relations. For example: My office mate talks too loudly on the phone all day long. Employment verification Submit a request to have an employment verification letter generated and sent to a thirdparty contact, such as a bank loan officer. Variables include the name of the institution, contact name and info, and email address. General Submit a question about benefits that are not covered by the other catalog items. For example: Does the company have a discount program? Medical/dental/vision Submit a question about your health coverages, such as what you to cover your domestic partner. Payroll Submit a question about payroll. For example: How do I change my W2 deductions? Retirement Submit a question about retirement benefits and options, such as how many years must you have with the company to qualify for retirement. Tuition Submit a request for tuition reimbursement following your company guidelines. Variables include the educational institution, class taken, completion date, and the tuition amount. © 2018 ServiceNow. All rights reserved. 25 Istanbul ServiceNow HR Service Management Understanding HR Service Management Scoped HR Service Management for the scoped version of HR benefits your enterprise by automating standard HR processes within your organization that support relationships between employees and the HR department. Who uses HR Service Management? The enterprise HR department uses the HR Service Management application. An enterprise HR department is composed of many areas, such as employee relations, benefits administration, policy enforcement, recruitment and employment, and performance management. The members of a large HR organization typically include: • • • • HR specialists who specialize in one or more HR disciplines. For example, the benefits area has specialists in insurance administration, leave and vacation time, and employee stock purchase. HR generalists who work with a business group or in a geographical region to assist employees with questions, careers, performance management, and other employee relations requests. HR managers who monitor and measure the effectiveness of the HR group in supporting employees across the organization. They also ensure that the enterprise is compliant with federal, state, and local regulations. HR systems administrators who configure and maintain systems such as the central employee database, payroll, learning and performance management system, and others, including the Human Resources application. How do you use HR Service Management? The HR Service Management application enhances and supports your enterprise. The relationships between your employees, IT, and the HR department are supported in numerous ways: • • • • • Employees can use the HR Service Portal Scoped on page 127 or catalog to submit questions and other requests to the HR department. If you use the Connect Support feature, employees can chat with an HR agent who is monitoring the HR chat queue. See ../../../use/collaboration/concept/c_ConnectSupport.dita#c_ConnectSupport. HR staff can create, manage, and view HR cases to answer questions and process the requests that employees submit. HR managers can run reports and view overview information to monitor and manage work done by the HR department. HR and corporate IT administrators can more effectively manage the company HR systems, such as the payroll and performance management systems, through the Enterprise Configuration Management Database (ECMDB). How do you benefit from HR Service Management? Your entire organization benefits by using the application in the following ways: Automates standard HR processes Several typical HR processes are automated. This automation reduces the number of checklists, email exchanges, and phone calls performed by the HR team. Improves employee access Employees access HR services through a service catalog, rather than having to write individual © 2018 ServiceNow. All rights reserved. 26 Istanbul ServiceNow HR Service Management emails, make phone calls, or personally visit HR for each request. Tracks requests and progress HR managers use reports and views to help them understand the work their staff is performing to support the company. Employees can see the status of their requests. Integrates with other services Human resources processes can include both HR tasks and tasks for other teams, to provide significant service delivery improvements. HR Service Management terminology The following terminology is used for the application. Term Definition HR Criteria Way to select groupings of HR and System users based on criteria HR Services List of HR Services HR Topic Categories List of HR Service Topic Categories HR Relationships User relationships with each other HR Positions Positions available in company table HR Assignment Tier Definition Specifies escalation hierarchy HR Group Roles List of groups that have HR group roles HR Email Scripts List of all HR email scripts HR User Roles List of users who have HR user roles HR Templates Templates for Case record creation based on catalog item Client Role Rules Specifies the rules to generate client roles HR Topic DetailsList of HR Service Topic Details HR Service Options List of HR Services options that affect case creation HR Departments Departments available in company table HR Locations Locations available in company table HR Chat Queues List of HR chat queues HR Surveys Surveys used by HR application HR Links External links used by HR application HR Properties System properties used in HR Application HR Email Templates List of all HR-related email templates HR Knowledge Bases Knowledge bases used by HR application HR Knowledge Articles Knowledge articles used by HR application © 2018 ServiceNow. All rights reserved. 27 Istanbul ServiceNow HR Service Management Term Definition HR Notifications Email notifications used by HR application HR Service Catalog Categories Service catalog categories used by HR application HR Service Catalog Items Service catalog items used by HR application HR Document Templates Document templates for document content used in HR application HR Groups Groups used by HR users HR Skills Skills available to company users HR Roles Roles used by HR users HR Benefit Provider / Plans Benefit providers and plans used by HR Benefits service HR Benefit Type Benefit types used by HR Benefits service Disciplinary Issue Types Disciplinary issue types used by HR Employee Relations service Disciplinary Warning Types Warning types used by HR Employee Relations service HR System Report Frequencies System Report Frequencies defined for HR Systems Service HR System Report Types HR System Report types used by HR System service HR Administration You can define and maintain HR organization data that is used for creating and assigning cases. The following information is set up and maintained as part of administering the Human Resources application. • • • • • Positions that describe employee job functions within the organization HR skills that facilitate auto-assignment of HR cases Rules that automatically assign cases to groups HR templates and catalog items that are used to create HR cases HR profile records HR managers or administrators set up the information. HR agents can create and maintain HR profile records. A process must be defined to maintain this data. For example, positions are redefined, new areas of expertise are set up within the HR organization, or new HR request processes are needed. It is important for an HR administrator to define the process and assign responsibility appropriately so the HR data is accurate. Guided Setup HR Guided Setup provides a sequence of tasks that help you configure the Human Resources applications on yourServiceNow instance. © 2018 ServiceNow. All rights reserved. 28 Istanbul ServiceNow HR Service Management You are guided through completing configuration activities that are organized in categories for common platform settings and HR applications. The percentage of activities that you complete for each category is displayed, so you monitor your progress. Each configuration activity in HR guided setup provides the following resources to help you: • • Contextual embedded help Contextual documentation on the ServiceNow product documentation site To access Guided Setup, you must have the following roles: • • System Administrator [admin] HR Administrator [hr_sn_core.admin] HR Guided Setup homepage The HR Guided Setup homepage shows a list of prerequisites for configuring HR applications on your ServiceNow instance. It also shows the overall percentage of completed activities. To access the HR Guided Setup form, navigate HR Administration Guided Setup . Figure 1: HR Guided Setup homepage © 2018 ServiceNow. All rights reserved. 29 Istanbul ServiceNow HR Service Management Table 3: HR Guided Setup homepage UI components No. UI Component Description 1 Completion indicator Shows the overall percentage of completed tasks. 2 Homepage control Opens the HR guided setup homepage. 3 Progress chain Represents each activity category with a node. The node can appear in any of the following formats to indicate your progress in the category: • : Not started • : In progress • : Skipped • : Complete To view details for the category, click the corresponding node. 4 Navigator pane control Helps maximize or minimize the application navigator pane. 5 Get Started button Opens the category view page. Note: If you return to the homepage after starting configuration tasks, the Continue button is displayed instead of the Get Started button. HR Guided Setup Category View The HR Guided Setup Category View page shows the configuration categories and the tasks contained in them. Click Get Started from the HR Guided Setup form. © 2018 ServiceNow. All rights reserved. 30 Istanbul ServiceNow HR Service Management Figure 2: HR Guided Setup Category View page © 2018 ServiceNow. All rights reserved. 31 Istanbul ServiceNow HR Service Management Table 4: Category View page components No. UI Description Component 1 Status Shows the status of the configuration tasks in the category. • • • • Not started: Indicates that the configuration tasks in the category are not started. You can click the Get Started to start the configurations on the task view page. In progress: Indicates that the configurations tasks are in progress. The percentage of complete tasks is also displayed. You can click Continue to continue with the configurations on the task view page. Complete: Indicates that the configuration tasks are complete. You can click Edit to change the configurations on the task view page. Skipped: Indicates that the configuration tasks in the category are skipped. If a category is skipped, its description and configuration tasks are not displayed. To redisplay the description and tasks for a skipped category, you can click Activate. 2 Category Shows the category name and its brief description. You can click Skip to skip the name configuration tasks in the category. If a category is skipped, its description and configuration tasks are not displayed. 3 Get Started Click to start configuring the tasks for the category. 4 Tasks Lists the configuration tasks in the category. These icons indicate the status of each task: • : Not started • : Locked • : Skipped • : Complete HR Guided Setup Task View The HR Guided Setup Task View page displays the configuration tasks, their descriptions, and their current statuses. It also provides controls to start tasks, skip tasks, mark tasks as complete, or unlock tasks. © 2018 ServiceNow. All rights reserved. 32 Istanbul ServiceNow HR Service Management Figure 3: HR Guided Setup Task View page Table 5: Category View page components No. UI Component Description 1 Completion indicator Displays the percentage of completed tasks in the category. © 2018 ServiceNow. All rights reserved. 33 Istanbul ServiceNow HR Service Management No. UI Component Description 2 Tasks completed Lists the configuration tasks in the category. These icons indicate the status of each task: • : Not started • : Locked • : Skipped • : Complete 3 Tasks Shows the task name and its brief description. You can click Skip to skip the configuration task. If a task is skipped, its controls become unavailable. Some tasks are locked because you must activate a plugin to start the task. You can click View plugins to unlock the task. 4 Task controls Controls to start or complete a task: • • Configure: Use this control to start a configuration task. Mark as complete: Use this control to mark a configuration task as complete. You can mark a configuration task as complete after you complete the required configurations or beforehand to accept the default configuration settings. HR Guided Setup Configuration View The HR Guided Setup Configuration View page helps you set configurations through the corresponding forms, lists, properties, and so on. It also provides you access to contextual embedded help, contextual documentation on the ServiceNow product documentation site, and guided tour (if available for an activity). © 2018 ServiceNow. All rights reserved. 34 Istanbul ServiceNow HR Service Management Figure 4: HR Guided Setup Configuration View page Table 6: Configuration View page components No. UI Component Description 1 Configuration workspace Displays forms, lists, properties, and so on, to set the required configurations. 2 Embedded help Displays contextual help information and instructions for the configuration task. Not available for all configuration tasks. © 2018 ServiceNow. All rights reserved. 35 Istanbul ServiceNow No. UI Component Description 3 Task controls • • • • • 4 Help pane control HR Service Management Take a Tour: If available, use this control to view a guided tour of the configuration task. Mark as Complete: Use this control to mark a configuration task as complete and return to the task view page. Skip this Configuration: Use this control to skip the configuration task and return to the task view page. Back to Guided Setup: Use this control to return to the task view page. Exit Guided Setup: Use this control to exit the ITSM Guided Setup application. Maximizes or minimizes the help pane. Application View The Application View provides an aerial view of your HR catalog. The Application View allows you to view your catalog with all categories and items and ensure that it is set up correctly. Role required: sn_hr.core_admin 1. 2. 3. Navigate to HR Administration Application View . On the left side of the page, a list of application view categories and the number of records in each display. The main section of page displays the all application view probes and the number of records in each. To view a list of records for application probe, click the down-arrow next to records. Clicking a record takes you to the record. Click New Probe to report on a table or setup aspect in the HR Service Management system. HR Properties HR properties are where you edit properties like self-editable profile fields and general configuration settings. Role required: sn_hr.core_admin 1. 2. Navigate to HR Administration Properties . Edit the form. © 2018 ServiceNow. All rights reserved. 36 Istanbul ServiceNow HR Service Management Table 7: HR Properties Field Description sn_hr_core.hr_profile_default_fields Fields that appear on the Generate HR Profiles page. You can add fields from the sn_hr_core_profile column, but use commas to separate the fields. sn_hr_core.hr_email Enter the default email address for general HR inquiries. sn_hr_core.hr_phone Enter the default phone number for general HR inquiries. sn_hr_core.hr_profile_editable_fields Fields that users can edit themselves about their employee profile. sn_hr_core.profile.max.tries The maximum number of attempts allowed before the application exits when creating a user. sn_hr_core.hr_vip_default_priority The default priority on cases that the Opened for and/or Subject person is tagged as a VIP. sn_hr_core.impersonateCheck Check Yes to prevent a user impersonating another user with higher access from viewing or editing sensitive information. com.snc.signaturepad.retrieveSignature Check Yes to enable signature retrieval and allowing users to save their digital signatures for reuse. sn_hr_core.log The level of detail for system logs. The valid values are: • • • sn_hr_core.managed_documents Check Yes to allow use of managed documents. sn_hr_core.rollup_work_notes Check Yes to have work notes from a task also appear on the case. sn_hr_core.inbound_email This parameter determines if an email to HR is converted into an HR case. • • 3. Info: Least amount of detail Warn: Default Debug: Most amount of detail Yes: Create an HR case from email. No: Do not create an HR case from email. Click Save. © 2018 ServiceNow. All rights reserved. 37 Istanbul ServiceNow HR Service Management Create or modify HR Criteria HR criteria defines the audience for HR content or cases. You can make information available to or create an HR case for specific groups, individuals, or to all employees. Role required: sn_hr_core.admin HR criteria helps groups people using a condition builder on any table. User criteria is used across the ServiceNow platform to filter catalog items, Service Portal widgets, and knowledge articles. User criteria filters users based on role, department, group, location, or company. User criteria is automatically created when HR criteria is created. HR criteria: • • • • • Filters content on the HR Service Portal. Filters HR services based on the Subject person during case creation or transfer. Filters Lifecycle Event Activities in the Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] plugin. Selects document template for HR cases. Selects users when creating bulk HR cases. For Lifecycle Events, activities have associated HR criteria that determines when to trigger an activity for the subject person selected on the Lifecycle event case. This step helps to personalize the workflow for the subject person. Note: For HR Catalog Items (record producers), ensure Use "User Criteria" to define access to catalog items and categories is set to Yes under Service Catalog Catalog Administration Properties . Verify that this field is checked Yes. 1. 2. Navigate to HR Administration HR Criteria . Click New. Option Description Name Enter a name identifying the HR criteria. Table Select the table the condition is to filter on. For example, to filter on a role, select User Role [sys_user_has_role]. Note: When used for bulk HR cases, the Table and User Column must be entered and does not work without it. 3. 4. Description Enter a description for the HR criteria. Active Check to activate the HR criteria. Click Save from the Content menu to remain on the HR Criteria form. The Conditions section appears. Click New to create conditions. Add conditions to specify the fields and values that create the filter and based on the table selected. For example, to create a condition to show the link for new hires, select: • • Table: HR Profile [sn_hr_core_profile] Condition: • • • Employment start date after Today © 2018 ServiceNow. All rights reserved. 38 Istanbul ServiceNow HR Service Management Note: It is required to add a filter condition: user, is (dynamic), Me. This filter prevents placing the HR link for every user in your company. Field Description Name A descriptive name of the condition used for HR criteria. Table The table HR criteria conditions are defined from. For example, select the HR Profile (sn_hr_core_profile) table to select a field and define a condition. Condition The field from the table selected and a value that defines the condition. For example, you can select the following conditions from the HR Profile (sn_hr_core_profile) table: • • • Home country\ is United States of America This condition selects all employees who have a home country of the United States. 5. Active Determines if the condition is active and available to use. User column Determines if a specific field is used when evaluating a condition for a user. After creating a condition, a blue, clickable link appears with the number of matching records. Click the link to see if the correct users are being selected based on the condition. Click Save from the Content menu to remain on the HR Condition form, or click Submit or Update. The HR Criteria form appears. HR Document Templates HR Document Templates are used to generate PDF documents that include information from an employee HR profile. You can generate PDF employment verification letters for existing employees. You configure PDF document templates with your company information and logo. You can configure multiple PDF document templates, for example, you have different letters for different countries. The following templates are predefined. • • Employee Verification Letter in Canada Employee Verification Letter in USA Before you begin generating documents, configure the templates with your company logo and text. Obtain the following items and information to create or configure the predefined HR document templates. • • A page of your company letterhead. Copies of your current employment verification letter and offer letter templates, if available. © 2018 ServiceNow. All rights reserved. 39 Istanbul • • ServiceNow HR Service Management The logo image to use in your header. The header image can be a maximum of 50px high. If your letterhead includes a logo and text, ensure that the logo image includes the text, as you can only configure the image in the header. The logo image to use in your footer, if applicable. The logo image can be a maximum of 15px high. You can configure both an image and text in the footer. Add an HR PDF document template You can add HR pdf document templates for employment verification or job offers as needed. Role required: sn_hr_core.manager or sn_hr_core.admin 1. 2. 3. 4. Navigate to HR Administration Document Templates . Click New. Enter a name that represents the document. Complete the form. Option Description Header image Select a new image and position, as needed. Image position Click and select the position the header image appears on the page. Body Enter and format the text in the Body. Available variables are listed. Use the formatting tools in the Body to apply formatting options, such as bold, italic, underline, font styling. The body is a place holder for HTML text and tokenized variables. When the PDF is generated, the variables are resolved before sending it to the PDF Generator [com.snc.pdf_generator] plugin. Note: Currently, there is no support for style tags to align text left or right. Space indentation must be used. Jelly and CSS Styling are not supported. Footer image Select a new footer image and its position, as needed. Modify the text if necessary. Footer text Enter text. Image position Click and select the position the footer image appears on the page. Change the page size Select the page size from the choice list. HR PDF document template variables are used to automatically place information into your document. {{Date}} {{Work email}} {{Department}} {{Name}} {{Work phone}} {{Employee number}} {{Position}} {{Prefix}} {{Employment status}} {{Time type}} {{Nationality}} {{Employment type}} {{Employment start date}} {{Manager}} {{Gender}} © 2018 ServiceNow. All rights reserved. 40 Istanbul 5. 6. 7. ServiceNow HR Service Management {{New Employee}} {{New Employee Address}} {{Position Title}} {{New Employee Last Name}} {{Position Type}} {{Start Date}} {{Hiring Manager}} {{Yearly Compensation}} {{Overtime Pay Rate}} {{Bonus}} {{Number of RSUs}} {{HR Manager}} {{HR Manager Title}} {{Signature}} {{Start Date}} To modify the list of available variables, edit the generalhrform script include. To configure the footer, perform the following steps. a) If you have a footer image, select Click to add next to Footer image. b) Click Choose File, select the footer logo image from your computer, then click OK. c) From the Image position list, select the position of the logo. d) Enter the footer text, if applicable. The footer text appears based on the selected footer image position. If you selected to position the image on the right or centered, the footer text is left-justified. If you selected to position the image on the left, the footer text is right-justified. If there is no footer image, the footer text is center-justified. e) Select the page size. Click Submit. Review the look of the generated letter by impersonating an employee and submitting the associated catalog item. Impersonate the user assigned to work on the case to generate the letter within the HR case. Continue editing and testing the letter template until you are satisfied with the generated PDF. Use the formatting tools to perform any of the following actions. Format the text Select the text to format and apply any of the formatting options, such as bold, italic, underline, font styling. You can apply justification, bullets, and numbers as needed. Add an image Click the image icon and attach the image or search for it in the image library. You can also add an image to the library. Signature pad Signature pad is a feature that any application can use. It captures an electronic signature that can be associated with a document or a task. The HR Service Management application uses signature pad with onboarding documents like offer letters, background check approval, company policy acknowledgements, and more. The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the Signature Pad [com.snc.signaturepad] plugin. The Signature Image [signature_image] table installs with this plugin. © 2018 ServiceNow. All rights reserved. 41 Istanbul ServiceNow HR Service Management Ensure Yes is checked in the com.snc.signaturepad.retrieveSignature field on HR properties. See HR Properties on page 36. Use You can send your employees documents that require a user verification such as a digital signature or by typing their name. When signature pad is associated with a document or a task, it captures the drawn signature as an image and stores it in the Signature Image [signature_image] table. Note: Typing a signature provides acknowledgement, but does not capture an image that is stored. For HR document templates, use the Insert Signature button to insert a variable that prompts a user to sign the document. For HR PDF document templates, use the Employee Signature field name and PDF Template Mappings to prompt a user to sign the document. See HR Document Templates on page 39. Note: Check the generate document UI action condition to ensure this feature works correctly. Examples The HR Delivery System uses PDF documents for various scenarios. An example of the code used to call a UI page or dialog box for the signature pad: An example of the code used in a document after a signature has been accepted and a © 2018 ServiceNow. All rights reserved. 42 Istanbul ServiceNow HR Service Management final PDF document is created: © 2018 ServiceNow. All rights reserved. 43 Istanbul ServiceNow HR Service Management Activate the Signature Pad plugin To activate signature pad in your application, activate the Signature Pad plugin (com.snc.signaturepad). The Signature Image [signature_image] table installs with this plugin. Role required: admin To purchase a subscription, contact your ServiceNow account manager. After purchasing the subscription, activate the plugin within the production instance. You can evaluate the feature on a sub-production instance without charge by requesting it from the HI Customer Service System. 1. 2. 3. Navigate to System Definition Plugins . Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. 4. If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin. If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Test Signature Pad After you have activated the Signature Pad plugin, you can try it. 1. 2. 3. 4. 5. 6. 7. Navigate to System UI UI Pages accept_signature . Scroll down and click Try It. In the Print your name field, type your name. Click Accept. A record is inserted in the Signature Image [signature_image] table. To draw your signature, select the Draw it tab. Use your mouse to draw your signature. Click Accept. A record is inserted in the Signature Image [signature_image] table. HR Surveys HR Surveys let users rate their satisfaction with HR case resolution, and provide management with feedback to improve HR processes. Two predefined HR surveys are provided: HR Request Satisfaction Survey and HR Exit Survey. HR administrators and HR managers can edit HR surveys and the associated trigger conditions. The HR Request Satisfaction Survey is triggered randomly for 50% of closed HR cases. Users receive an email with the survey link after they accept the resolution or when the HR case is closed incomplete. The HR Exit Survey is triggered for employees in the offboarding process. It is sent to all offboarding employees when the HR task state is Work in Progress. © 2018 ServiceNow. All rights reserved. 44 Istanbul ServiceNow HR Service Management HR managers and administrators can review responses by question and see a scorecard. Comments entered by users provide feedback that can be used to improve the performance of HR case management. The following survey options can be configured. • • • The look and feel of the questionnaire, for example, by adding the company logo. Conditional questions that appear when users answer other questions in a certain way. The trigger condition, for example, to send it for every case or to a lower percentage of users. With trigger conditions, the system generates a survey instance each time a specific action occurs on a given table, such as when an HR request closes. You can choose to send a survey every time the condition is met. Or, you can set a probability for the system to send a survey at random when the condition is met. Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. For more detailed information about working with surveys, trigger conditions, and survey questions, see Survey Management. Create or modify an HR survey You can modify the predefined HR satisfaction surveys to suit the needs of the organization, and create HR surveys. Role required: sn_hr_core.admin or sn_hr_core.manager For example, to create an HR survey to gauge the employee satisfaction of HR processes or services. The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. When you save the survey, the survey definition is automatically added. See Survey designer 1. 2. 3. Navigate to HR Administration Surveys All HR Surveys . Click New or open an existing survey. Complete the form. Some fields were eliminated for HR. Table 8: Survey Definition form Field Description Name Name of the survey, which appears on the questionnaire. Description Helpful information about the survey. Active Check box to activate the survey definition. When the Active check box is cleared, new survey instances cannot be generated and users cannot complete existing survey instances. Use the Active check box to deactivate or activate a published survey. Anonymize responses Check box to ensure that all responses for this survey are stored without the submitting user names. When a user submits a survey, the system clears the Assigned to field for the associated survey instance. Also, survey responses for anonymous surveys do not contain Assigned to values. Note: The Assigned to field is cleared. However, each response record includes the Created By and Updated By fields that are accessible to users with the survey_admin role. Send notifications Check box to send a notification that the survey has been taken. State Status of the survey: Draft or Published. © 2018 ServiceNow. All rights reserved. 45 Istanbul ServiceNow HR Service Management Field Description Signature Acknowledgement by a survey recipient of requirements, admonitions, or policies related to the survey. The signature may require the recipient to select a check box or to type a full signature to verify having read these assertions. You can display assertions without requiring a signature. Select an existing signature from the list or click New to create a new one. The signature form contains these fields: • • • Name: Descriptive name for this signature. Signature type: Type of signature required. The selections are Check box, Full name, or Assertion only. If Assertion only is selected, no signature is required to submit the survey. Assertion: Text you want to display to recipients. By default, a property called Require authentication for user signature (com.snc.assessment.signature_authentication) requires users to authenticate when providing a full name signature. Schedule period Option that determines how often a user can take the same survey and whether the system generates survey instances on a schedule. Note: If you use a trigger condition for a survey, ensure the schedule period is set to No Limit. Trigger conditions use a different method to regulate how often users can receive survey instances. Allow retake Check box that allows users to modify their answers to a completed survey. Users can resubmit a survey as many times as they want until the due date. After that date, the system removes the survey from the user's My Assessments & Surveys page. Scheduled job Scheduled job the system creates for this survey definition when the schedule period is a repeating interval. The system sets the scheduled job to run according to the selected schedule period. If you change the schedule period and save the survey definition: • The system deletes the old scheduled job. If you selected a recurring schedule period: • A new scheduled job is created. For example, if you change the schedule period from Daily to Weekly and save the record: • • The system deletes the daily scheduled job. Creates a weekly one set to run a week from the current date. This field is visible to administrators only if the schedule period is Daily, Weekly, Monthly, or Yearly. Introduction Introductory content to display on survey questionnaires. Consider adding a company logo, a welcome message, background information about the survey, or instructions. © 2018 ServiceNow. All rights reserved. 46 Istanbul ServiceNow HR Service Management Field Description End note Content to display on the screen that appears when someone submits a survey questionnaire. Consider adding a thank you message, follow-up instructions, or other applicable information. Pagination setting for Service Portal view The setting on which the pagination is based for desktop or tablet view in Service Portal. • • • Category: default Question: 1 question per page (automatic for mobile) None: no pagination Note: This field is displayed only when Service Portal is installed. Assessment duration The length of time to complete assigned survey instances, starting from the time the survey instance is generated. The assessment duration sets the Due date for each survey instance. The default duration is 14 days. Configure the form to see this field. Note: By default, the system runs the Cancel Expired Assessments script every 30 days to cancel expired survey and assessment instances that are in the Work in progress or Ready to take states. Send notifications Select the check box to send notifications for the survey when it is published. Configure the form to see the field. Related Links Enable Public Access Remove Public Access Link that enables/disables the survey as a public survey. No login is required to take a public survey (including a survey with a trigger condition) and users or non-users can respond anonymously. For completed public surveys, the Assigned to field value is Guest. Note: You can use the View Survey URL related link to share the URL with users. View Responses Link that opens the list of responses for this survey. This related link is available only if there are results for the survey. View Scorecard Link that opens the scorecard for this survey. This related link is available only if there are results for the survey. View Survey URL Link that opens a dialog box that displays a URL for this survey. The URL is useful for sharing a public survey. This related link is available only if the Active check box is selected. The URL does not work until the survey definition is published. Related Lists Metric Categories All survey categories for this survey. Survey Users All survey users who are authorized to take this survey. If no users are listed, any user can take this survey. © 2018 ServiceNow. All rights reserved. 47 Istanbul ServiceNow HR Service Management Field Description Assessment Instances All survey instances for this survey. Configure the form to add this related list to see it. Note: If you add a related list to the form, use list control to omit the New button. The system generates survey instances to produce functional surveys. 4. Click Submit. Create or modify HR survey categories and questions When an HR survey definition is created, a survey category is automatically added. You can create questions that are associated with this category or define another category for questions. Role required: admin, hr_admin, or hr_manager For example, the HR Request Satisfaction Survey has one category, with four questions about satisfaction with the HR request process. You can define another category to ask about satisfaction with the HR agent who handled the case, or you can add more questions to the existing category. The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. 1. 2. 3. 4. 5. Navigate to HR Administration Surveys HR Surveys , and open the survey to add questions. In the Metrics Categories related list, complete one of the following actions. Option Description Add or edit questions in an existing category Click the category name. Add a category and questions Click New. Enter the category name and description, right-click the form header, and click Save. The Survey Category form that appears includes the Assessment Metrics related list, which contains any questions that are already defined. To edit a question, complete the following steps. a) Click the question text and edit the fields on the form. b) Click Update. c) If required by the question type, add definitions in the Assessment Metric Definitions related list. For example, Likert and numeric scale data types require the scale metric definitions. To add a question, complete the following steps. a) Click New and complete the form. b) Right-click the header and click Save. Additional fields appear based on the selected data type. For example, if you select Choice, you must enter the scale definition. c) If applicable, add definitions in the Assessment Metric Definitions related list. For example, the Choice data type requires that you enter the choices. Click Update. The Survey Definition reopens. © 2018 ServiceNow. All rights reserved. 48 Istanbul ServiceNow HR Service Management Publish a new HR survey Publish a new survey so users can complete it. Role required: sn_hr_core.admin, or sn_hr_core.manager After a survey is published, you can edit it and it remains published. The State field on the Survey Definition form indicates whether the survey is published. 1. 2. Navigate to HR Administration Surveys All HR Surveys , and open the survey to publish. Click Publish. If there are assigned users, the system automatically generates a survey instance. You can click Send Invitations to send a notification to the assigned users with a link. Assigned users can also navigate to Self-Service My Assessments and Surveys to take the survey. Note: A survey cannot be returned to the Draft state after it has been published. You can, however, deactivate a survey by clearing the Active check box. If you want employees to receive a link to a survey, such as the HR Request Satisfaction Survey, create a notification. To get the URL of the published survey so it can be included in the notification, click the View Survey URL related link. You can copy the URL and paste it as a hyperlink in the notification. Create a trigger condition for an HR survey When you create an HR survey, you can add a trigger condition to specify when the survey is sent and to whom. Role required: sn_hr_core.admin, or sn_hr_core.manager Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. Some descriptions use the Incident table as an example. Substitute HR case information to create an HR survey trigger condition. See Survey administration. See Survey trigger conditions. To create a trigger condition: • • A user with the HR Admin role must also be designated as an HR delegated developer. Via the Settings icon, this user must change the Developer application from Global to Human Resources: Core. 1. 2. 3. Navigate to HR Administration Surveys Trigger Conditions . Click New. Complete the form. Table 9: Trigger condition fields Field Description Assessment Survey to send. Table Table to run the trigger condition on. You can select only tables in the current application scope. For example, to send a survey whenever an incident closes, select the Incident [incident] table. © 2018 ServiceNow. All rights reserved. 49 Istanbul ServiceNow HR Service Management Field Description User field Field that stores the users you want to send the survey. You can select any field, on the selected table or on a referenced table, that references the User [sys_user] table. Use the tree picker to select a field. Note: To avoid requiring users to log in to take a survey with a trigger condition, set the survey to Public. Repeat interval Minimum period that must pass before the trigger condition can resend the survey to the same user. For example, assume the repeat interval is set to 30 days. Even if the same user qualifies for multiple surveys from this trigger condition, the system can send only one survey every 30 days. Note: Ensure that the Schedule period of the selected survey definition is set to No Limit. If the schedule period is set to a different value, it prevents the trigger condition from sending surveys as expected. Application [Admin only] Application is set to Global. Active Check box that determines whether this trigger condition is active (selected). Business rule [Admin only] Business rule the system creates to monitor the selected table. When the condition is met, the business rule sends the survey to the correct user. No configuration is necessary for this business rule. Trigger randomly Check box that determines whether to send the survey to the appropriate user every time the condition is met (cleared) or only a percentage of the time (selected). Probability (%) Approximate probability that the survey is sent each time the condition is met. For example, if the probability is set to 50, the system sends the survey approximately 50% of the time the conditions are met. There are no repeat interval restrictions is assumed. This field is visible and required only when Trigger randomly is selected. Related Field 1- 4 Field that contains a value you want to store for reporting purposes. You can pick any reference field on the selected table. When the trigger condition generates a survey instance, the system stores the value from the triggering record. Specify up to four fields. For example, select the Incident table, Assigned to and Problem as related fields. The system stores the assigned user and problem associated with the incident as Related record 1 and Related record 2 in the survey instance record. To view the fields, configure the form for any survey instance. Note: You cannot use a related field for the ticket number because you cannot select the Number column. You can, however, use the trigger_id column of the table. © 2018 ServiceNow. All rights reserved. 50 Istanbul ServiceNow HR Service Management Field Description Description Summary information to identify the trigger condition. Note: For a triggered record, the table title is used for the survey description. Condition 4. Condition builder that defines the criteria that must be true to send the survey. For example, to send a survey whenever an incident closes, create the condition [State] [is] [Closed]. Click Submit. Managed Lists You can use the Managed Lists module to view and manage administrative areas like departments, locations, positions, and details about HR services. To access managed lists, go to HR Administration Managed Lists . Departments Departments are assigned in an employee user profile, and are synchronized to the HR profile. Role required: sn_hr_core.admin HR Admin can view, edit, or create departments. 1. Navigate to HR Administration Managed Lists Departments . 2. Click a department name to view or edit details for that department. 3. Click New to create a department. 4. Use the ID field to enter a company-specific department number. 5. Click Save to stay on the Departments form. The Expense Allocations and Users tabs appear. 6. Click Expense Allocations to view all expense allocations associated with the department. 7. Click New to create a new expense allocation associated with the department. 8. Click Users to view all users associated with the department. 9. Click New to create a new user associated with the department. 10. Click Save to stay on the Departments form or Update to return to the Departments list. Locations Location records store the address and contact details for each site in your organization, and are assigned in the employee HR profile and user records. The location of an HR agent can be used for automatic assignment of HR cases. Role required: sn_hr_core.admin The HR Administrator can view, edit, or create locations. 1. 2. 3. 4. 5. 6. Navigate to HR Administration Managed Lists Locations . Click a location name to view or edit details for that location. Click New to create a location. Click Save to stay on the Locations form. The Locations section displays at the bottom of the form. Use to create a parent/child relationship between locations. Click New to create a child location. Click Save to stay on the Locations form or Submit to return to the Locations list. © 2018 ServiceNow. All rights reserved. 51 Istanbul ServiceNow HR Service Management Define an organization position As part of the Human Resources setup process, you define positions to describe employee job functions within the organization. Positions are associated with employees in the HR profile. Role required: sn_hr_core.admin, sn_hr_core.position_writer, hr_basic, hr_dispatcher, or hr_manager Create position records for your organization. Other organization information, such as location and department information, is already set up in the ServiceNow system and used in User [sys_user] records. 1. 2. 3. 4. 5. Navigate to HR Administration Managed Lists Positions . Click New to create a position, or click an entry to open an existing position. If you view an existing position, the HR Profiles related list displays HR profiles of users assigned to the position at the bottom. Enter the Position title and select the Department. Check Active. Click Save to stay on the Positions form or Submit to return to the Positions list. Define a relationship As part of the Human Resources setup process, you define relationships to describe how contacts and beneficiaries are related to employees. Role required: sn_hr_core.admin, sn_hr_core.secure_info_writer, sn_hr_core.basic, or sn_hr_core.manager Create relationship records for your organization. 1. 2. 3. 4. Enter the relationship identifier. For example, Aunt. Enter a value for the relationship. Used to further define the relationship. Check Dependent when the relationship is a dependent on the employee for benefits or support. Click Submit. Create or modify a benefit type You can add or modify a benefit type using the Managed Lists module. Role required: sn_hr_core.basic, or sn_hr_core.manager 1. 2. 3. Navigate to HR Administration Managed Lists Benefit Types . The HR Benefit Types list opens. Click New to open a benefit type record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 10: HR Benefit Type form Field Description Name Benefit type. Value Issue value name, such as benefit_401k, or basic_life. Type Click and select the benefit type Active Check to make this benefit type active and available to use. © 2018 ServiceNow. All rights reserved. 52 Istanbul 4. 5. 6. 7. 8. 9. ServiceNow HR Service Management Field Description Requires beneficiaries Check to indicate that this benefit type requires beneficiaries to be entered when selected. Click Save. The HR Benefit Plans section appears. Click New to create a benefit plan associated with the benefit type. To modify benefit type data, find the existing benefit type in the HR Benefit Types list. You can use the list search menu by typing the benefit type and pressing Enter. Click the benefit type to open the form. The HR Benefit Type form opens displaying the benefit type and other populated fields. Modify the form. Click Update. Create or modify a benefit plan You can add or modify a benefit plan using the Managed Lists module. You also use this module to create a Benefit Provider. Role required: sn_hr_core.basic, or sn_hr_core.manager 1. 2. 3. Navigate to HR Administration Managed Lists Benefit Plans . The HR Benefit Plans list opens. Click New to open a benefit plan record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 11: HR Benefit Plan form Field Description Plan name The name of the benefit plan. This field is a combination the Provider name and Plan type. After you enter a Provider and Plan type, this field fills in. Provider Click and select the name of the benefit provider. For new providers, click the Reference field icon to enter details about the provider. This field combines with Plan type to create the Plan name. Benefit type The type of insurance or financial services provided. Plan type The name of the specific insurance or financial services plan offered by the provider. The Plan type combined with the Provider name make up the Plan name. © 2018 ServiceNow. All rights reserved. 53 Istanbul 4. ServiceNow HR Service Management Field Description Active Check to make this benefit plan active and available to use. Plan administrator Click and select the company representative responsible for this benefit plan. The plan administrator is the person that communicates directly with the provider, understand the details of the benefit plan, and can be a point-of-contact for questions or Plan URL Click and enter the website or link to the benefit plan. Click Save to stay on the HR Benefit Plan form or Update to return to the HR Benefit Plans list. Create or modify a disciplinary issue type You can add or modify a disciplinary issue type using the HR Administration module. Role required: sn_hr_core.basic, or sn_hr_core.manager Disciplinary issue types can be viewed at HR Administration Managed Lists Disciplinary Issue Types . Types of disciplinary issues include: • • • • • • • • • • Absenteeism Abusive Language or Behavior Improper Dress Misconduct Insubordination Tardiness Improper Use of Equipment Unsatisfactory Work Performance Failure to Follow Corporate Policy Other 1. Navigate to HR Administration Managed Lists Disciplinary Issues Types . The HR Disciplinary Issue Types list opens. Click New to open a disciplinary issue type record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) 2. 3. Table 12: HR Disciplinary Issue Type form Field Description Issue The disciplinary issue. Order Number set to indicate the order in which the issue appears in the HR Disciplinary Issue Types list. Value Issue value name, such as absenteeism, or improper_dress. © 2018 ServiceNow. All rights reserved. 54 Istanbul 4. 5. 6. 7. 8. ServiceNow HR Service Management Click Save to stay on the HR Disciplinary Issue Type form or Submit to return to the HR Disciplinary Issue Types list. To modify disciplinary issue type data, find the existing disciplinary issue type in the HR Disciplinary Issue Types list. You can use the list search menu by typing the disciplinary issue type and pressing Enter. Click the disciplinary issue type to open the form. The HR Disciplinary Issue Type form opens displaying the issue and other populated fields. Modify the form. Click Save to stay on the HR Disciplinary Issue Type form or Update to return to the HR Disciplinary Issue Types list. Create or modify a disciplinary warning type You can add or modify a disciplinary warning type using the HR Administration module. Role required: sn_hr_core.basic, or sn_hr_core.manager 1. 2. 3. Navigate to HR Administration Managed Lists Warning Types . The HR Disciplinary Warning Types list opens. Click New to open a disciplinary issue type record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 13: HR Disciplinary Warning Type form 4. 5. 6. 7. 8. Field Description Warning Warning type. Order Number set to indicate the order in which the issue appears in the HR Disciplinary Warning Types list. Value Issue value name, such as verbal or written. Click Save to stay on the HR Warning Type form or Submit to return to the HR Warning Types list. To modify disciplinary issue type data, find the existing disciplinary issue type in the HR Warning Types list. You can use the list search menu by typing the warning type and pressing Enter. Click the warning type to open the form. The HR Warning Type form opens displaying the issue and other populated fields. Modify the form. Click Save to stay on the HR Warning Type form or Update to return to the HR Warning Types list. Create or modify an HR operations system You can add or modify an HR operations system using the HR Administration module. Role required: sn_hr_core.basic or sn_hr_core.manager 1. 2. 3. Navigate to HR Administration Managed Lists HR Systems . The HR Operating Systems list opens. Click New to open an HR Operations System record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) © 2018 ServiceNow. All rights reserved. 55 Istanbul ServiceNow HR Service Management Table 14: HR OIperations System form 4. 5. 6. 7. 8. Field Description Name Name of the HR system. Contact The internal company contact for the system. URL The web address for the HR system. Active Check to make active and available to use. Order Number set to indicate the order in which the issue appears in the HR Operations Systems list. Click Save to stay on the HR Operations System form or Submit to return to the HR Operations Systems list. To modify an HR system, find the existing HR system in the HR Operations Systems list. You can use the list search menu by typing the HR system and pressing Enter. Click the warning type to open the form. The HR Operations System form opens displaying the system and other populated fields. Modify the form. Click Save to stay on the HR Operations System form or Update to return to the HR Operations Systems list. Create or modify HR system report frequencies You can add or modify a system report frequency for an employee using the HR Systems module. Role required: sn_hr_core.basic or sn_hr_core.manager Employees can ask about HR report frequencies or request an HR report frequency through the HR Service Portal. 1. 2. 3. Navigate to HR Administration Managed Lists Report Frequencies. . The HR Operations Report Frequencies list opens. Click New to open an HR operations report frequency record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 15: HR Operations Report Frequency form 4. 5. 6. Field Description Report frequency How often the report generates, for example, daily, weekly, monthly. Click Submit. The report frequency is listed in the HR Operations Report Frequencies list. To modify system report frequencies data, find the existing system report frequency in the HR Operations Report Frequencies list. You can use the list search menu by typing the report frequency name and pressing Enter. Click the system report frequency to open the form. The HR Operations Report Frequency form opens displaying the report frequency field. © 2018 ServiceNow. All rights reserved. 56 Istanbul 7. 8. ServiceNow HR Service Management Modify the form. Click Update. Create or modify an HR system report type You can add or modify a system report type using the HR Systems module. Role required: hr_basic, or hr_manager Types of system reports include: • • • • • Customer Satisfaction Compliance Operational Trend Analysis Other 1. Navigate to HR Administration Managed Lists Report Types . The HR Operations Report Types list opens. Click New to open a system report type record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) 2. 3. Table 16: HR Operations Report Type form 4. 5. 6. 7. 8. Field Description Report type The kind of report to generate, such as, compliance or operational. Click Submit. The system report type is listed in the HR Operations Report Types list. To modify the system report type data, find the existing system report type in the HR Operations Report Types list. You can use the list search menu by typing the report type name and pressing Enter. Click the system report type to open the form. The HR Operations Report Type form opens displaying the report type. Modify the form. Click Update. HR service categorization HR service categorization is important for organizing the HR services your company provides and for reporting and integration purposes. HR service categorization starts with the number of HR services your company provides. Does your company provide one or multiple HR services? For example, your company can provide multiple retirement plans with each having different fulfillment instructions with a separate service for each. There are four levels to HR service categorization: • • • • Center of Excellence (COE) Topic Category Topic Detail HR Service © 2018 ServiceNow. All rights reserved. 57 Istanbul ServiceNow HR Service Management Each level provides additional details. • • • • Define the appropriate categorization. At the top level, identifying the Center of Excellence (COE) determines the case table used for cases originating from the service. Below COE is Topic Category. Use the topic category to organize your HR services. For example, some companies split Total Rewards (COE) into Benefits and Compensation. Topic details provide a granular level of categorization and are useful for reporting purposes. For example, you can create a Medical Plan topic detail that would fall under the Benefits topic category. This structure allows you to report on the number of cases filed against medical plans when there are multiple HR services. HR Services identify specific fields you want to capture on the HR case. You can create tasks to capture this information. • Define the fulfillment process. Create tasks to capture all work required for other individuals or departments. Acknowledgement types can be used to ensure that a task is completed. Instructions on how to complete a task can also be included. Figure 5: HR Categorization View or modify Center of Excellence (COE) HR Center of Excellence represents HR catalog items, but also the service life cycle functionality across definition, request, and fulfillment. Role required: sn_hr_core.admin HR COE is the top-level bucket to group the services your company provides. It also: © 2018 ServiceNow. All rights reserved. 58 Istanbul • • • ServiceNow HR Service Management Determines the case table to use when creating the service. The service and record producer determines the case table. The case table also determines the type of case when using the HR service. There are six pre-defined COEs in the HR Service Management application. • • • • • • HR Case [sn_hr_core_case] HR Employee Relations Case [sn_hr_core_case_relations] HR Payroll Case [sn_hr_core_case_payroll] HR Total Rewards Case [sn_hr_core_case_total_rewards] HR Workforce Administration Case [sn_hr_core_case_workforce_admin] HRIT Operations Case [sn_hr_core_case_operations] HR case interceptor COEs appear on the HR Case Interceptor page before a new HR case is created. Tables are where cases get created. Creating a COE means creating a table that extends the HR Case [sn_hr_core_case] table. Note: See Modify the task interceptor. 1. 2. 3. To edit the HR case interceptor page, navigate to System Definition Interceptors . Search for and show HR case. In the Answers section, click New or on an existing answer. HR topic categories HR topic categories are associated with HR topic details. Although topic categories look similar to catalog categories, they are primarily used to group common HR services and topic details under Center of Excellence (COE) for reporting purposes. The following HR topic categories are predefined. Administrators can create HR topic categories in the Topic Categories module and define topic details to use the categories. Table 17: HR categories Name COE Description Accounts / Access Control HRIT Operations Case [sn_hr_core_case_operations] Inquire about HR systems, access, or password reset. Benefits HR Total Rewards Case Request information about [sn_hr_core_case_total_rewards] or enroll in benefit programs offered by your company. Also, add beneficiaries and make general inquiries about benefits. General HR Case [sn_hr_core_case] HR Operations HR Workforce Request an employment Administration Case verification letter. [sn_hr_core_case_workforce_admin] HR System Support HRIT Operations Case [sn_hr_core_case_operations] Ask a general question about HR services. Request support for HR systems. © 2018 ServiceNow. All rights reserved. 59 Istanbul ServiceNow HR Service Management Name COE Description Payroll Administration HR Payroll Case [sn_hr_core_case_payroll] Ask about or report a discrepancy in your paycheck. Ask a question about payroll or salary. Performance HR Employee Relations Case [sn_hr_core_case_relations] Inquire about or report a disciplinary issue. Reporting HRIT Operations CAse [sn_hr_core_case_operations] Ask questions about or request a specific report. Create or modify HR topic categories You can view and modify the HR topic categories. Topic categories are primarily used to group common HR services and topic details under Center of Excellence (COE) for reporting purposes. Role required: sn_hr_core.admin 1. 2. 3. Navigate to HR Administration HR Services Topic Categories . Click New. Complete the form. Table 18: HR Topic Category Field Description Active Check to make this topic category active. COE Click and select the Center of Excellence (COE) to be associated with this topic category. COEs are associated with tables. Name 4. 5. Name of the topic category. From the Form Context Menu, click Save to save your work and remain on the Topic Category form, or click Submit to save your work and return to the Topic Categories list. Clicking Save displays the Topic Details section. Click New to create a topic detail associated with your Topic Category. Topic Details provide a more granular level of categorization for reporting purposes. Create or modify HR topic details Topic Details provide a more granular level of categorization for reporting purposes. Role required: sn_hr_core.admin You can view and modify the HR topic details that are grouped with HR services and topic categories, under Center of Excellence (COE) for reporting purposes. 1. 2. 3. Navigate to HR Administration HR Services Topic Details . Click New. Complete the form. © 2018 ServiceNow. All rights reserved. 60 Istanbul ServiceNow HR Service Management Table 19: HR Topic Details 4. 5. Field Description Active Check to make this topic detail active. Name Enter a name for the topic detail. Topic category Click and select the Topic Category to be associated with this topic detail. From the Form Context Menu, click Save to save your work and remain on the Topic Detail form, or click Submit to save your work and return to the Topic Details list. Clicking Save displays the HR Services section. Click New to create an HR service associated with your Topic Detail. Refer to Create or modify HR services on page 61. Create or modify HR services HR Services are the benefits, assistance, and support your HR department provides to your employees. Role required: sn_hr_core.admin HR Services represent the entire HR process from definition, request, and fulfillment. HR Services is the starting point for case creation. HR Services provides: • • • • • • • Name of the service being provided. Links to the Topic detail. Topic detail is linked to the Topic category. Links to the HR template. Templates populate data into a case and link child cases and tasks. Links to a record producer. Provides fulfillment instructions. Provides a checklist for the HR agent to follow while working the case. Lists available service table fields to display. You can customize the fulfillment process by category or case type and provide a checklist to ensure that progress is tracked. 1. 2. 3. Navigate to HR Administration HR Services HR Service Configuration . Click New. Fill in the form. Table 20: HR Service Configuration Field Description Name Name of the HR service. Value The value automatically fills after entering the Name. This value is used in scripts. Topic detail Click the Lookup using list icon and select the topic detail associated with this HR service. Active Check to make this service active. Template Click and select the HR template associated with this HR service. Click New to create a template. © 2018 ServiceNow. All rights reserved. 61 Istanbul ServiceNow HR Service Management Field Description Record producer Click and select the record producer associated with this HR service. Click New to create a record producer. Record producers are associated with tables. Case options Click and select case options you want associated with this HR service. Click New to create a case option. You can add the following as defaults for cases created for this type of service: • • • Add Manager to Watchlist Do Not Default Subject Person User Cannot Cancel Description Enter a description of this HR service. Fulfillment Instructions Enter instructions that appear on the case form. Fulfillment instructions guide the HR agent on how to complete the case or task. Fulfillment instructions provide an overview of the requirements to complete the task or case. This feature allows you to customize the fulfillment process by category and not just by case type. Tier 1 employees receive instructions to the exact type of inquiry. Checklist Click and create items to appear as a checklist. A checklist provides step-by-step instructions and the ability to check completed steps. HR Service Additional Information Click to select the service table fields to display for the HR service. Service table fields come from the COE table associated with the HR service. Click and select the Subject person related lists to be associated with the HR service. This tab lists all tables that have data related to the profile and can be used as a reference to the case. Knowledge articles 4. Click and select knowledge articles to attach to the HR service. From the Form Context Menu, click Save to save your work and remain on the HR Service form, or click Update to save your work and return to the HR Services list. HR Catalog The HR catalog contains the items that employees use to request HR assistance. © 2018 ServiceNow. All rights reserved. 62 Istanbul ServiceNow HR Service Management You can review and modify predefined catalog items as needed. You can create catalog items to use for other types of HR requests that are important to your company. Case field configuration by topic detail provides Terms used with the HR catalog Several terms used throughout the Human Resources application are synonymous with each other. These items are often referred to one way in the navigator, but when you open the module the name at the top is different. The following list includes terms used for items associated with the HR catalog. Table 21: Synonymous HR Catalog terms Term Synonymous with term Catalog item Record producer HR request HR case HR template Product model or Model Knowledge article Knowledge model It is also important to understand the two types of HR categories. • • HR catalog categories, which are used to group catalog items in the HR Service Portal or HR Catalog. HR case categories, which are used for reporting and selected to assign a template to an HR case. Typically used when an HR agent is entering a case for a caller through HR Case Management Create New Case . Catalog item planning and creation The following outlines a process to use when planning for and creating catalog items. 1. Define the new catalog item: Determine the purpose of the HR request, and whether it needs variables, tasks, or both. • • 2. Variables are used to ask questions and to map the answers to fields, such as the comment field. Tasks are used to define work that must be completed in a specified order before the request can be completed. Tasks can be assigned to different HR agents. Create the catalog item: Use the Manage HR Catalog module to create a catalog item. It provides a simplified form where you enter a name and description, and select a catalog category, assignment group, and default priority. You can submit or publish the catalog item. If you click Submit, the catalog item is saved but is not active. You can then update it, for example, to add variables, before you publish it. You can publish the catalog item to make it active immediately. When you submit or publish in the simplified form, a catalog item, HR case category, and HR case template are all created. 3. Modify the catalog item: After you create the catalog item, you can access the catalog item or the HR case template from the Manage HR Catalog page. Access the HR case template to add fields, define required skills and assignment group, and add tasks. Access the catalog item to add variables and specify user criteria. © 2018 ServiceNow. All rights reserved. 63 Istanbul ServiceNow HR Service Management Manage HR catalog The HR catalog categories contains the items that employees use to request HR assistance. Role required: sn_hr.core_manager, or sn_hr.core_admin When you create an HR catalog category, you must assign a catalog item to the category to publish to the HR Service Portal and HR Catalog. An HR case category and HR case template are created automatically. 1. 2. 3. 4. Navigate to HR Administration HR Services Manage HR Catalog . To create or modify a catalog category, perform one of the following actions. Option Description Create a catalog category Click New Category, enter the category name and description, and click Submit. Edit an existing catalog category Point your cursor to the category and click the edit icon. Modify the category or description fields as needed and click Submit. To assign HR catalog items to a category, select the HR category in the list on the left and complete the following steps. a) Click Assign / Remove Catalog Items. b) Select the catalog items to assign and deselect catalog items to remove. c) Click Save. To assign a category to a catalog item, select All Catalog Items in the list on the left and complete the following steps. a) Locate the catalog item on the right and open the Categories choice list. b) Select the categories to assign the catalog item, and deselect the categories to remove the assignment. c) Click Save. Create an HR catalog item You can create an HR catalog item from the Manage HR Catalog module. Role required: sn_hr_core.manager, or sn_hr_core.admin When you create an HR catalog item from the Manage HR Catalog module, an associated HR case category and HR case template are created automatically. 1. 2. 3. 4. 5. 6. 7. 8. 9. Navigate to HR Administration HR Services Manage HR Catalog . Select the HR category in the list on the left that contains the new catalog item. Click New Catalog Item. Enter the catalog item Name and Short description. The short description is used to help the employee make a selection from the HR catalog. It also appears in the Short description field when the catalog item is selected. Click and select Case type the item falls under. Select the Topic Category from the choice list. The choices change depending on what was selected in Case type. Click and select Topic Detail from the choice list. The choices change depending on what was selected in Case type. Select the HR Assignment group to enable an HR agent to be auto-assigned when this catalog item is submitted. Change the Priority if this type of HR case is prioritized higher or lower than the typical case. © 2018 ServiceNow. All rights reserved. 64 Istanbul ServiceNow HR Service Management 10. Click Publish to save the catalog item and make it available for use immediately. If you click Submit, the catalog item is saved but is not active and allows you to update it, to add variables, before you publish it. The following three items are created. • • • Catalog item that includes the hrsm_benefit_questions variable set. The defined fields include Opened for, Priority, Short description, and Question. Contextual search of the knowledge base is enabled also for the Short description field. HR case category with the name of the catalog item. HR template with the name of the catalog item. If you want to customize the new, published catalog item to add variables, click the edit icon that appears when you hold your cursor over it. If you submitted the catalog item without publishing it, its listing has a gray background. When you edit it, be sure to check Active to enable it for use. To edit the associated HR case template, you can click the template icon next to the edit icon. Follow the steps in Create or modify an HR template on page 66. HR templates Templates simplify the process of submitting new records by populating fields automatically. To use a template, populate the most-used fields for a specific table, save it as a template, and then make the template accessible to your users. Users can apply the template to new records on that table, or define scripts that apply the template. HR templates support a hierarchical structure that can be used to create parent cases that have child cases or child tasks. Template hierarchy • Parent HR case template — Level 0 • • • • Child case template — Level 1 • • • • Next related template: Next related child template: Child case template Link element: Next related template: Child task template Next related child template: Child task template for a child case Link element: Parent Child task template — Level 1 • • • Next related template: Next related child template: Link element: Parent Figure 6: Template and Record Structure © 2018 ServiceNow. All rights reserved. 65 Istanbul ServiceNow HR Service Management Create or modify an HR template HR templates are used to populate data into both HR cases and HR tasks. Role required: sn_hr_core.admin Several HR templates are predefined, and others are added as you create HR case templates with associated HR tasks. You can modify any HR template. 1. 2. 3. Navigate to HR Administration HR Services HR Templates . HR templates create case and task templates. The type of table selected when creating an HR template determines a case or task. Click New or open an HR template to modify. Edit the fields as needed. © 2018 ServiceNow. All rights reserved. 66 Istanbul ServiceNow HR Service Management Table 22: HR task template fields Field Description Name Unique and descriptive name for this template. The name is referenced in the HR Service Configuration form and how the template is applied to an HR case. Refer to Create or modify HR services on page 61. Table Select the table the template applies to. The type of table you select determines a case or task template. The table you select also determines what information you can populate into an HR case form. Template This field automatically displays after selecting a table and used to auto-populate records. Click and select the field from the table. You can select multiple fields. Enter the information that auto-populates. Next Related Template Using this field creates a record at the same hierarchical level (sibling) as the current template. Using this field on a child template specifies an extra child template under the same parent template. This field is not supported on top-level templates. Next Related Child Template This field creates a record at the hierarchical level below (child) the current template. You can assign a child template to a child template. Link element Use this field to link a record created from a child template to the record created from the parent template. The template script include chooses the first valid reference field that can link to the parent record when this field is left blank. Active Check to make template available for use. Template reference Click and select the Lookup using list icon to reference an existing template. © 2018 ServiceNow. All rights reserved. 67 Istanbul 4. ServiceNow HR Service Management Field Description Template reference field Click and select the created record to another template created record. Assigned to field Select the assigned_to field on the record created. Click Save to save the HR template and remain on the HR Template form. Click Update to save the HR template and return to the HR Templates list. Manage HR roles Roles control access to features and capabilities in modules in the HR application. The HR Service Management Scoped app prevents users outside of the HR organization from accessing HR data. Scoped roles for both HR case workers and HR clients (employees, contractors, alumni, and others) grant these users access to HR services. Users without an HR scoped role are blocked from viewing HR cases or HR profile information. Only the HR Administrator [sn_hr_core.admin] can assign scoped HR roles. These roles can be assigned to inactive users to create HR cases for new hires and alumni. IT System Administrators [admin] can still impersonate ServiceNow users. However, when impersonating a user with a scoped HR role, an admin is not able to access features granted by that role, including HR cases and profile information. Also, admin cannot change the password of any user with a scoped HR role. To configure your system, you must log in as a System Administrator [admin]. The HR Administrator [sn_hr_core.admin] role is contained in the System Administrator [admin] role. The combination of these two roles allows a user to perform all tasks associated with configuring your system. After system configuration, ensure that only the HR Administrator [sn_hr_core.admin] role has access to sensitive information. Remove the HR Administrator role from System Administrator [admin] role to prevent the System Administrator from viewing sensitive HR information. After access has been granted to a role, all the groups or users assigned to the role are granted the access. Roles can contain other roles, and any access granted to a role is granted to any role that contains it. Note: IT System Administrators (admin) and HR scoped users can still impersonate ServiceNow users. When impersonating a user with a scoped HR role, an admin or any HR scoped user cannot access features granted by that role. HR cases and profile information cannot be accessed. Only users with the scoped HR Administrator [sn_hr_core.admin] can see case details when impersonating other scoped HR users. Also, admin cannot change the password of any user with a scoped HR role. For more information on impersonating a user, see Impersonate a user. © 2018 ServiceNow. All rights reserved. 68 Istanbul ServiceNow HR Service Management Role Description System Administrator [admin] Also known as admin and IT admin. Within the global scope of the application, has access to all system features, functions, and data, regardless of security constraints. • • • Grant users with the delegated developer role [delegated_developer]. Build export sets, move content between instances (development to production), and clone instances. Run guided setup or modules to manage: • HR Administrator [sn_hr_core.admin] Company-wide objects like user, departments, and locations. This role can: • • • • • • • • • • Assign users any of the HR roles. View and access the HR Service Portal. View, create, and edit HR cases in HR Case Management. Access and create HR tasks inside an HR case using the Add Task related link. View, create, and edit HR profiles including sensitive information like SSN and salary. Create HR profiles and generate for multiple users through custom criteria. Associate any user to HR roles, groups, and skills. View and access HR Administration. View and access HR Dashboards & Reports. Run Application View to manage: • HR objects like HR roles and profiles. Note: Lifecycle Admin (sn_hr_le.admin) is part of HR Admin (sn_hr_core.admin) when the Human Resources Scoped App: Core (com.sn_hr_core) and Lifecycle Events (com.sn_hr_lifecycle_events) plugins are activated. To use the scoped admin features, you must remove the Lifecycle Admin role from the HR Admin role. © 2018 ServiceNow. All rights reserved. 69 Istanbul ServiceNow HR Service Management Role Description Delegated Developer [delegated_developer] When added to the HR Administrator role, can: • • • Access, and manage HR objects like HR profile, cases, groups, roles, service catalog objects, and Service Portal. Modify HR application-related objects like skills, Knowledge Base, chat, notifications, surveys, reports, integrations, and SC. Modify application structures like tables, business rules, and client-side validation, User with HR role There are specific HR roles that allow users access to specific areas of the system. The HR profile reviewer [sn_hr_core.profile_reader] role can read profiles, but not edit them. User without HR role Users without an HR role can view HR information on cases they created, created for them (opened for), or have HR tasks assigned to them. User with no role Users with no role cannot see any HR information even on HR cases they created or have HR tasks assigned to them. After system configuration, to ensure that only HR Administrator has access to sensitive information and prevent the System Administrator from accessing sensitive information: • • Remove the HR Administrator [sn_hr_core.admin] role from System Administrator [admin]. Log out and log back in to ensure that the changes take effect. Note: Ensure that you have completed setup before removing the HR Administrator role. Note: Scheduled jobs that require the Admin role do not run. But, all HR scheduled jobs should run after the Admin role is removed. Remove HR Administrator role from IT System Administrator After system configuration, ensure that only the HR Administrator [sn_hr.core_admin] role has access to sensitive information. Remove the HR Administrator role from System Administrator [admin] role to prevent the System Administrator from viewing sensitive HR information. Role required: admin with sn_hr_core.admin Ensure that you have at least two users with the HR Administrator role. If you assign only one person with the role and that person is deactivated, you no longer have a user that can perform the HR admin duties. Log out and log back in to ensure that the changes take effect. Note: Ensure that you have completed setup before removing HR Administrator role from IT System Administrator. © 2018 ServiceNow. All rights reserved. 70 Istanbul ServiceNow HR Service Management Note: Scheduled jobs that require the Admin role do not run. But, all HR scheduled jobs should run after the Admin role is removed. 1. 2. 3. 4. 5. 6. 7. Log in as admin. From User Administration, go to Roles (left navigation menu). Click admin. From the Contains Roles tab, click Edit. From the Contains Roles List column, highlight and move sn_hr_core.admin to the Collection column. Click Save. Log out. Ignore warning messages about Workday roles. Add Delegated Developer to HR Administrator For an HR Administrator [sn_hr_core.admin] to configure forms, related lists, and updates script includes and ACLs, the delegated developer role must be added. Role required: admin with sn_hr_core.admin HR Administrator with Delegated Developer role The HR Administrator role with the delegated developer role can: • • • • • • • • • • • • • • Create HR templates. Create HR activities. Create HR activity sets. Create Lifecycle Event types. View execution contexts. Create fulfiller activity configurations. Create, update, delete schedule records (used in Chat). Modify HR properties. Apply HR roles to user records (only for existing HR profile records). Create HR criteria. Create, update, delete document templates. Create a survey and trigger conditions. Update and delete email configurations (HR only). Create Managed List records for the following categories: • • • • • • • • • • • • • • • Positions Relationships Benefit Types Benefit Plans Disciplinary Issue Types Warning Types HR Systems Report Frequencies Report Types Create knowledge articles. Create, update, and delete HR Cases (for all COE types). Create, update, and delete HR tasks. Create, update, and delete HR skills. Import knowledge articles. Publish knowledge articles. © 2018 ServiceNow. All rights reserved. 71 Istanbul • • • • • • • • ServiceNow HR Service Management Create, update, and delete HR SLA definitions. Create, update, and delete records under HR services. Create, update, and delete records under Managed Roles. Create, update, and delete Assignment Rules. Create, update, and delete Matching Rules. Create reports. Create, update, and delete email configuration records. Create, update, and delete records under HR Integration. HR Administrator without Delegated Developer role The HR Administrator role without the delegated developer role cannot: • • Access HR Guided Setup Access from HR Integrations: • • • • • • Create a knowledge base. Create Managed List records for: • • • • • • HR Transform Maps HR Web Services Import Schedule Logs Department Locations Configure UI actions. Update the password for users. Create roles. Access plugins. To add the delegated developer role to a user: 1. 2. 3. 4. 5. 6. 7. 8. 9. Log in as admin. From the Filter navigator, enter sys_store_app.list. The Store Application list appears. Click Human Resources: Core. Under Related Links, click Manage Developers. Ensure Developers is highlighted. Enter the name of HR Administrator. Click all items (green bar moves to the left) to grant permission. Click Save. After removing the HR administrator role from System Administrator, log out and log back in to ensure that the changes take effect. Manage HR Groups HR Groups are a set of users with common job skills. Role required: sn_hr_core.admin You can have multiple levels of groups. For example, HR is a group that contains all HR employees within your company. You can have subgroups under HR such as HR Benefits, Employee Relations, and more. 1. 2. Navigate to HR Administration Manage Roles Manage HR Groups . From the Groups list, click New or select an existing HR group. The Group form appears. © 2018 ServiceNow. All rights reserved. 72 Istanbul ServiceNow HR Service Management Table 23: HR Groups Field Description Name Enter a name that describes the group. Manager Click the Lookup using list icon and select the person responsible for this group. Group email Enter the email address of the group. This email acts as a group notification that sends an email to every member of the group. Parent Click the Lookup using list icon and select the HR group that is above the current group. For example, the HR group is the parent of HR Benefits, HR Employee Relations, and more. Currently, there are two levels to groups, the Parent at the top (HR) and all the other groups as children. Description 3. A description of the group. Click Save and a series of tabs appear at the bottom of the form. Field Description Roles Click Edit and from the Edit Members form, move the roles from the Collection column to the Roles List column. Adding a role to a group means that all group members also have that role. Note: Roles associated with the parent group are automatically assigned. Group Members Click Edit to add users to the group. Click New to create and add a user to the group. Groups Click New to create a new group. Note: Creating a group does not create a child group under the group you have displayed. © 2018 ServiceNow. All rights reserved. 73 Istanbul ServiceNow HR Service Management Field Description Skills Click New to create a new skill. Click Edit and the Edit Members form appears. Move skills from the Collection column to the Skills List. Click Save when done. Note: Skills associated with the parent group are automatically assigned. 4. Click Update. HR skills management Your organization can define HR skills to establish the qualifications of HR staff. Skills are used to assign HR agents to HR cases and tasks. Some HR skills are predefined, and you can create as many other skills as you need. You can assign skills to users or groups. When you assign a skill to a group, the skill is assigned to every group member. Skills are also a way to ensure that HR cases are assigned to the correct group or individual. When an HR case is opened: • • • • Matching rules are used to determine case assignment by matching criteria. Refer to Matching rules for case assignment. An HR template is applied based on the HR Service selected. An HR template assigns the skill required for the case or task. The skill determines which group or individual is assigned to the case. Assign an HR skill to a group When you assign skills to HR groups, all members of the group inherit the skills and any child skills. Role required: sn_hr_core.admin 1. 2. 3. 4. 5. Navigate to HR Administration Manage Roles Manage HR Groups . This list is the same that appears under User Administration Groups . Select the HR group that you want to assign skills to. In the Skills tab, click Edit. Double-click skills in the Collection list to move them to the Skills List. Click Save. Messages are displayed to notify you of the skills that were assigned to each group member. © 2018 ServiceNow. All rights reserved. 74 Istanbul ServiceNow HR Service Management Figure 7: Messages displayed for group skill assignment Create or modify an HR skill You can create HR skills and assign them to HR staff to assist with the auto-assignment of HR cases and tasks. Role required: sn_hr_core.admin The following procedure describes how to create and edit HR skills from the Skills application. Although you can create and edit skills in the Manage HR Skills module, you must use the Skills application to assign child skills. 1. 2. 3. 4. 5. Navigate to HR Administration Manage Roles Manage HR Skills . Click New Skill or open an existing skill. Enter or edit the name of the Skill and Description. Click Submit to save your changes. To assign users to the skill, complete the following steps. a) Locate and click the skill in the All Skills column. b) Click Assign/Remove Users at the top, right. c) Click the users you want assigned to this skill. d) Click Save. If you add users to a skill with child skills, the child skills are assigned to the user. Messages are displayed to notify you of the skills that were assigned. Assign an HR skill to a user You can assign skills to HR users to facilitate the auto-assignment of HR cases and tasks. For more information about HR skills and the auto-assignment process, see HR skills management on page 74. Role required: sn_hr_core.manager The following procedure describes how to assign HR skills in the Manage HR Skills module. If you want to define a parent and child hierarchy for HR skills, you must use the Skills application. 1. Navigate to HR Administration Manage Roles Manage HR Skills . © 2018 ServiceNow. All rights reserved. 75 Istanbul ServiceNow HR Service Management Figure 8: HR skills assignment 2. Skills appear on the left. Select a skill to see the assigned users on the right. The user cards indicate how many skills each employee is assigned. If no skills are assigned to a user, the number on the user card is red. Skills with no assigned users are red in the skills list. Select a skill in the All Skills list to assign to users. © 2018 ServiceNow. All rights reserved. 76 Istanbul 3. 4. 5. 6. 7. 8. ServiceNow HR Service Management Click Assign/remove users. The list of all users in the HR department appears on the right. Users assigned to the skill are highlighted in blue. To search for an HR user, type any information, such as name, location, or title, in the search box above the list of users. As you type, the list narrows to display user cards that contain those letters in any field. Perform any of the following actions. Option Description Assign a user Click the user card. It is then highlighted in blue. Unassign a user Click the highlighted user card. Its highlight is removed. Click Save. To assign other skills to a user, complete the following steps. a) Select All Users in the list on the left and locate the user on the right. b) Click the arrow next to Skills: # in the user card. c) Select the skills for the user, and click Save. To configure skills, perform any of the following actions. Option Description Add a skill Click New Skill, enter the skill name and description, and click Submit. Edit a skill Click the pencil icon beside the skill name in the HR Skills list. Change the information and click Submit. Create or modify escalation rules You can create an escalation process to assign HR cases to HR agents with the appropriate skills. Role required: sn_hr_core.admin The following procedure describes how to create and edit HR tier escalations used when cases are assigned to HR groups. 1. 2. 3. Navigate to HR Administration Manage Roles Escalation Rules . Click New or open an existing escalation tier. From Escalate from, click the Lookup using list icon and select an existing tier or click New to create a new tier. This tier contains HR agents that have fewer skills than the next tier. 4. From Escalate to, click the Lookup using list icon and select an existing tier or click New to create a new tier. This tier contains HR agents that have more skills than the previous tier. Click Submit to save your changes. 5. Client roles You can control what HR functionality that an employee can access using Client Roles. You can license all employees or provide HR services to users in a specific location or group. Client roles define access within the application. ServiceNow provides these roles and modifying them is not recommended. These roles can be added to other roles or groups. There are two groups: • • HR fulfillment support: sn_core_hrsm HR Service Portal: sn_core_hrsp © 2018 ServiceNow. All rights reserved. 77 Istanbul ServiceNow HR Service Management Both roles contain variations depending on the type of user: • • • • Employee Contractor Alumni Temporary Figure 9: Client Roles Note: When creating an HR case and an employee does not display, ensure that the employee has any of the sn_hr_core_hrsm roles assigned. Also, when an employee cannot access the HR Service Portal, ensure any of the sn_hr_core_hrsp roles are assigned. Client roles are defined and administered like regular roles. ServiceNow tracks them for licensing purposes. Assignment of client role rules is defined in the Client Role Assignment Rules module. Client role assignment rules Use Client Role Assignment Rules to automatically assign or reassign a role to an employee. Role required: sn_hr_core.admin A condition or set of multiple condition clauses based on the HR profile [sn_hr_core_profile] table are used to automate assigning roles. Note: Client role assignment rules are for access to the Employee Service Center or service portal only. For example: © 2018 ServiceNow. All rights reserved. 78 Istanbul • • • ServiceNow HR Service Management A newly hired employee can be automatically assigned the new hire [sn_hr_core.hrsm_new_hire] role. This role provides limited access to the Employee Service Center or service portal. The Update Client Roles scheduled job runs and acknowledges the employee start date for the new hire has not been reached. The Assign HR Roles business rule changes assigns the new hire role to the based on the conditions set on the client role assignment rules. To map conditions to a client role: 1. 2. 3. 4. Navigate to HR Administration Manage Roles Client Role Assignment Rules . Click New to create a client role rule or click an existing client role rule to edit. Active is enabled by default. From Condition, click the Lookup using list and select an existing HR condition. Click New to create an HR condition. You can also click the Preview this record icon to open the record. Field Description Name Name of the HR condition. Table Table conditions are built on the HR profile [sn_hr_core_profile] table only. Changing the table for client role assignment is not recommended. Active Check box for enabling condition. Note: Deactivate at the client role assignment level and not the conditions level. User column Together with the HR profile [sn_hr_core_profile] table, filters users when evaluating a condition. Condition Conditions the Assign HR Roles business rule uses to automatically assign a role to an employee. For example, the base system automatically assigns the New Hire role to a user when: • Employment type is • • • • 5. 6. 7. Full Time Employee or Part Time Employee or Temporary Employee and Employment start date is after Today Click Submit or Update. From Role, click and select the HR role you want to automatically assign when the conditions are met. Click Submit or Update to save your changes. HR Profile HR profile records store confidential employee data, such as name, personal contact information, email addresses, employment history, and contacts. © 2018 ServiceNow. All rights reserved. 79 Istanbul ServiceNow HR Service Management HR profile records enable the organization to access and track employee information throughout the period of employment and beyond. HR profile records are associated with user records, but unlike user records, HR profile records are stored confidentially and are not publicly viewable. Organizations can use an integration method to populate or synchronize HR profile records from their employee database. Workday integration is available. Besides basic user information that is also in the user record, the HR profile includes the following sections and related lists. Table 24: HR profile sections Section or related list Description Employment Information Information such as employment status and type of employment, employee number, and start and end dates. Contact Information Information such as address, phone number, personal email address. Some field values are copied from Workday when that integration is being used. Related Links: Click to view the organization chart of the employee. Show employee org chart Note: This only displays if the HR Service Portal is installed and the user has access. View Manager Profile Click to view the HR profile of the manager of the employee. The following related lists are automatically populated. HR employees with the proper permissions can view and edit these records. Users can update their emergency contacts. Beneficiaries A list of beneficiaries associated with the employee. Click New to create a beneficiary. Who is covered A list of people who are covered under the benefits for the employee. Emergency Contacts A list of the employee emergency contacts. One contact in the list is designated as the primary and others can be entered as alternates. Direct Reports List of the employees who report directly to the user. Colleagues List of other employees who have the same manager as the user. Cases Open HR cases for the user. HR profile and HR case security Because HR profile information is sensitive and confidential, the System Administrator [admin] cannot view it. The same is true for some of the information in HR cases and HR tasks. © 2018 ServiceNow. All rights reserved. 80 Istanbul ServiceNow HR Service Management HR administrators [sn_hr_core.admin] are able to perform all tasks and view all data. However, HR profile information is confidential and viewed only by authorized HR personnel who are assigned a role that includes sn_hr_core.profile_reader or sn_hr_core.profile_writer, such as hr_basic. For HR cases and HR tasks, only authorized HR personnel are allowed to view attachments, work notes and comments, description, calendar, and payload (configurable). Authorized HR personnel are assigned a role with sn_hr_core.case_reader and sn_hr_core.case_writer, such as sn_hr_core.basic. Therefore, access to specific HR profile, case, and task data is restricted from view by users with the HR system admin role. HR profile information that system administrators can access System Administrators cannot create an HR profile. They can see the list of HR profiles and open HR profile records, but have access only to the following information. • • • • The HR profile number and prefix of an employee. Employment information that is synchronized with the user record [sys_user]. This information includes name, employee number, department, manager, and location. Work contact information, such as work email address and work phone number. Personal information is hidden. Information that appears in the following related lists. • • • • • • • • Employment Information Contact Information Beneficiaries Who is Covered Emergency Contacts Direct Reports Colleagues Cases HR case and task information accessible by HR Administrators HR Administrators can view the employee user information, such as location and department, and the short description. Activities, such as state changes, are displayed in the activity stream, but comments and work notes are hidden. System Administrators cannot view this information. When the HR Administrator opens an HR case or HR task, a message describes the information that is not displayed. Impersonating a user Navigate to HR Administration Properties . Scroll to If true, ACLs check if the user is being impersonated. Check Yes (true) to enable impersonating a user. The purpose of this property is to restrict a System Administrator [admin] with no HR role from impersonating a user with HR roles. It also prevents access to HR profile information and executing HR functions. • If the impersonated user has HR profile access, the HR profile list displays a message that the records are removed based on security constraints. No HR profile records are listed. © 2018 ServiceNow. All rights reserved. 81 Istanbul • ServiceNow HR Service Management For any impersonated user, the My Profile link from the HR Service Portal displays no profile information. It displays only information in the related lists. When the If true, ACLs check if the user is being impersonated property is set to true (Yes), a user impersonating another user with higher access is prevented from viewing or editing sensitive information. Note: This property was introduced for the HR Service Delivery scoped application and not applicable to the HR Services Delivery Legacy application. Customized profile information As part of designing the HR processes, you can customize the way HR profile information is processed. Keep in mind that some of the fields that appear are referenced from the User [sys_user] table. If you have the sn_hr_core.admin role, you can customize HR profile information. Extend profile information You can collect more profile information in a separate table. For example, you can create a Dependents table that extends the HR Profile [hr_profile] table. Because profile information is sensitive and confidential, the system administrator cannot view it. For more information, see HR profile and HR case security on page 80. Associate profiles with user records An HR profile record must be associated with the employee record in the User [sys_user] table, to ensure that both employee records can be accessed conveniently. During the creation of an HR profile record, you can select the user record to associate with the profile. Certain fields are displayed in both the user and HR profile records, but they are in only one of the tables, User [sys_user] or HR Profile [hr_profile]. The following fields are in the User [sys_user] table. • • • • • • • Prefix [introduction] First name [first_name] Middle name [middle_name] Last name [last_name] Manager [manager] Department [department] Location [location] Note: Bot phone number sync is not supported. The following table describes the other fields that are synchronized by the Synchronize fields to hr_profile business rule. © 2018 ServiceNow. All rights reserved. 82 Istanbul ServiceNow HR Service Management Table 25: Fields synchronized using the business rule HR profile [hr_profile] field User [sys_user] field Notes Position [position] Title [title] Position in the HR profile is a referenced field. The HR profile could not be updated message appears: • • When the title is updated in the User form A position record with the same value does not exist Home address [address] Street [street] Country [country] Country code [country] Although the field names are the same, these fields are of different types. In the HR profile, [country] is a reference field. In the user record, [country] is a choice list. The country code appears in the User form instead of the country name when the country selected in the HR profile is not in the choice list. Work email [work_email] Email [email] The HR profile contains both personal and work email fields, while the user record only contains the work email. Note: The User form must be configured to show address, country, and email fields. Create or modify an HR profile Employees can directly edit some information in their HR profile, such as emergency contact information, but they are restricted from editing certain fields. If employees want to change information that they are restricted from editing, they must submit a general request to HR for the changes. Role required: sn_hr_core.secure_info_writer, sn_hr_core.basic, or sn_hr_core.manager The HR Administrator [sn_hr_core.admin] can configure which HR profile fields an employee can update. An update to information that the employee cannot change requires an HR employee information change request. Note: Use the configurable white list to add fields that users can modify themselves. This whitelist is a system property and accessed by going to HR Administration Properties. The list of fields appears as comma separated and called sn_hr_core.hr_profile_editable_fields. To update the HR profile when an employee information change request is assigned to you, complete the following steps. 1. Navigate to HR Profile HR Profiles . The HR Profiles list opens. © 2018 ServiceNow. All rights reserved. 83 Istanbul 2. 3. 4. ServiceNow HR Service Management Find the existing HR profile to update by selecting User from the HR Profiles list search menu, typing the name, and pressing Enter. Also, you can click a profile number to open a user profile. To create an HR profile, from HR Profiles click New and type the user name in the User field on the HR Profile New record form to create the profile. You cannot change the user name after an HR profile is saved. Click the profile number to open the user profile. The profile opens displaying populated name, manager, department, location, and contact fields from the user record. Complete or update the form with as much additional information as you have. Table 26: HR profile sections and related lists Section or related list Description Number The auto-assigned profile ID number, which cannot be changed. User The user associated with the profile. Click the Lookup using list icon and New to create a user. Prefix Click and select the personal title of the user. First name First name of the user, pulled from the user record. Middle name Middle name of the user, pulled from the user record. Last name Last name of the user, pulled from the user record. Gender Click and select the gender of the user. Active Check to indicate that the user is a current employee for your company. Date of birth Click the Select Date icon and select the birth date of the user. Place of birth Enter the location the user was born. Marital status Click and select the marital status of the user. Nationality Enter the nationality or nation in which the user is a citizen. Ethnicity Enter the ethnic group the user identifies with. Employment Information Information such as employment status and type of employment, employee number, and start and end dates. Employment start date For onboarding employees, click the Select Date icon and select the first day of employment. © 2018 ServiceNow. All rights reserved. 84 Istanbul ServiceNow HR Service Management Section or related list Description Employment end date For offboarding employees, click the Select Date icon and select the last day of employment. Employment type Click and select the employment type for the user. Probation period Enter the period the user is on probation. Probation end date Enter the date probation ends for the user. Employment status Click and select the status of employment for the user. Position Click and select the job title for the user. Department Click and select the department the user belongs to. Manager Click and select the manager the user reports to. Location Click and select the office location of the user. Location type Click and select the location type of the user to further define the location. Offboard type For employees offboarding, click, and select the type of employment termination. Notice period For companies that require notice before dismissing an employee. Enter the time period between receipt of the letter of dismissal and the end of the last working day. Employee number Enter the employee number of the user. Social Security number Enter the social security number of the user. Contact Information Information such as address, phone number, personal email address. Some field values are copied from the onboarding form or from Workday when that integration is being used. Employment History List of prior employers and dates of employment. Related Links: Click to view the organization chart of the employee. Show employee org chart View Manager Profile Click to view the HR profile of the manager of the employee. The following related lists are automatically populated. You can view records in the list, but you cannot enter new records from the related list. Beneficiaries A list of beneficiaries associated with the employee. Click New to create a beneficiary. © 2018 ServiceNow. All rights reserved. 85 Istanbul 5. ServiceNow HR Service Management Section or related list Description Who is covered A list of people who are covered under the benefits for the employee. Emergency Contacts A list of the employee emergency contacts. One contact in the list is designated as the primary and others can be entered as alternates. Direct Reports List of the employees who report directly to the user. Colleagues List of other employees who have the same manager as the user. Cases Open HR cases for the user. Click Submit and return to the HR Profiles list page or Save and remain on the HR Profile form. Note: Some HR profile information, such as department, is synchronized between the User [sys_user] and HR Profile [hr_profile] records. Updating information in one record automatically applies the updates in the other record. Users The HR User directory is a view of the corporate user directory with HR case information in a related list. Role required: sn_hr_core.admin, sn_hr_core.basic, or sn_hr_core.manager Corporate user directory refers to the records in the User [sys_user] table. 1. 2. Navigate to HR Profile Users . Click a user record to view or edit the Human Resources view of that record, or click New to create a user. Contacts You can add contact information to an HR profile and specify who to contact in an emergency through the Contacts module or related list. 1. 2. 3. 4. 5. 6. 7. Navigate to HR - Profile Contacts . Click New. Enter the contact name, telephone numbers, and other information. In the Employee field, click and select the employee that the contact is associated with. To specify the person as an emergency contact, check the Emergency contact box. The Priority field appears. Select the priority of the contact, Primary, or Alternate. Click Submit and return to the HR Contacts list or Save and remain on the HR Contact form. Create or modify a beneficiary You can create, add, or modify an employee beneficiary using the Beneficiaries module. Role required: sn_hr_core.basic, or sn_hr_core.manager © 2018 ServiceNow. All rights reserved. 86 Istanbul ServiceNow HR Service Management Employees request to create, add, or modify a beneficiary to a particular benefit plan by submitting a request through the HR Service Portal. A beneficiaries case is opened and can be viewed and managed at HR Profile Beneficiares . 1. 2. Click New to open a beneficiary record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 27: HR Beneficiary form Field Description Employee The user who submitted the case. Click the lookup icon and select the user. Contact Click the Lookup using list to view a list of contacts for the employee. Click New to enter a new contact for the employee. You can specify the relationship to the employee and emergency contact here. 3. 4. 5. 6. 7. First name First name of the beneficiary. Displays from Contact information. Last name Last name of beneficiary. Displays from Contact information. Date of birth Beneficiary birth date. National tax ID Social security number of the beneficiary or tax ID number for a trust account. Trust Check if the beneficiary is a trust. Relationship Relationship to the employee. Benefit type Type of benefit, such as, 401(k), Basic Life, Retirement Plan, or Voluntary Life. Beneficiary type Primary or contingent. Percentage Percentage amount of the benefit distributed to the beneficiary. Click Submit. The beneficiary is listed in the HR Beneficiaries list. To modify beneficiary data, find the existing beneficiary in the HR Beneficiaries list. You can use the list search menu by typing the beneficiary name and pressing Enter. You can also search on the employee name the same way. Click the beneficiary name to open the form. The HR Beneficiary form opens displaying full name and other populated fields. Modify the form. Click Update. © 2018 ServiceNow. All rights reserved. 87 Istanbul ServiceNow HR Service Management Who is covered You can create, add, or modify who is covered under an employee benefit plan using the HR Health Benefits module. Role required: sn_hr_core.basic or sn_hr_core.manager Employees request to create, add, or modify who is covered under their benefit plan by submitting a request through the HR Service Portal. Once a contact is added to the HR application, HR agents can add a contact as a beneficiary to an employee benefit record. 1. 2. 3. Navigate to HR Profile Who is covered . Click New to open a record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 28: HR Beneficiary form Field Description Employee The user who submitted the case. Click the Lookup using list icon and select the employee. Contact Click the Lookup using list icon to view a list of contacts for the employee. Click New to enter a new contact for the employee. You can specify the relationship to the employee and emergency contact here. 4. 5. 6. 7. 8. First name First name of the beneficiary. Displays from Contact information. Last name Last name of beneficiary. Displays from Contact information. Relationship Relationship to the employee. National tax ID Social security number of the beneficiary or tax ID number for a trust account. Date of birth Beneficiary birth date. Gender Gender of the person being covered. Click Submit. The person covered is listed in the Who is covered list. To modify who is covered data, use the Who is covered list. You can use the list search menu by typing the who is covered name and pressing Enter. You can also search on the employee name the same way. Click the who is covered name to open the form. The Who is covered form opens displaying full name and other populated fields. Modify the form. Click Update. © 2018 ServiceNow. All rights reserved. 88 Istanbul ServiceNow HR Service Management Create or modify a health benefit You can add or modify a health benefit for an employee using the Health Benefits module. Role required: sh_hr_core.basic, or sn_hr_core.manager Employees can ask questions about health benefits and request to enroll or modify a health insurance plan by submitting a request through the HR Service Portal. A health benefits case is opened and can be viewed and managed at HR Profile Health Benefits . 1. 2. 3. Navigate to HR Profile Health Benefits . Click New to open a health benefit record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 29: HR Health Benefit form Field Description Plan The name of the insurance plan. Click the Lookup using list icon and select the plan for the employee. Employee The user who requested enrollment. Click the Lookup using list icon and select the user. Benefit type The type of health benefit plan selected. Fills in when the plan is selected. Provider The health care company that provides the health benefit plan. Fills in when the plan is selected. Plan type The type of health benefit plan. Fills in when the plan is selected. Plan ID The membership/enrollment ID number of the employee. Coverage type The type of health coverage the plan provides to the employee. Enrollment form The enrollment form the employee attached for enrollment or modification. Who is covered List of family members of the employee covered under the health benefit. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Employer Contribution (per paycheck) Dollar amount employer contributes to plan per paycheck. Employer Contribution (per year) Dollar amount employer contributes to plan per year. © 2018 ServiceNow. All rights reserved. 89 Istanbul 4. 5. 6. 7. 8. ServiceNow HR Service Management Field Description Employee Contribution (per paycheck) Dollar amount employee contributes to plan per paycheck. Employee Contribution (per year) Dollar amount employee contributes to plan per year. Click Submit. The health benefit is listed in the HR Health Benefits list. To modify health benefit data, find the existing health benefit in the HR Health Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the health benefit to open the form. The HR Health Benefit form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify Life, AD&D insurance benefits You can add or modify an insurance benefit for an employee using the HR Benefits module. Role required: sn_hr_core.basic, or sn_hr_core.manager Employees can ask questions about insurance benefits and request to enroll in or modify an insurance plan by submitting a request through the HR Service Portal. An insurance benefits case is opened and can be viewed and managed. 1. 2. 3. Navigate to HR Profile Life, AD&D Insurance Benefits . Click New to open an insurance benefit record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 30: HR Insurance Benefit form Field Description Plan The name of the insurance plan. Click the Lookup using list icon and select the plan for the employee. Employee The user who requested enrollment. Click the Lookup using list icon and select the user. Plan ID The membership/enrollment ID number of the employee. Provider The life insurance company that provides the insurance benefit. Fills in when the plan is selected. Plan type The type of insurance plan. Fills in when the plan is selected. © 2018 ServiceNow. All rights reserved. 90 Istanbul ServiceNow HR Service Management Field Description Coverage type Enter the coverage type of the plan. An example is Family Coverage or Individual Plan. Not all insurance plans have coverage type. 4. 5. 6. 7. 8. Term The period the insurance policy covers. Beneficiaries Click the Lookup using list icon to search for and select contacts that are beneficiaries. Who is covered List of family members of the employee covered under the health benefit. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Employer Contribution (per paycheck) Dollar amount employer contributes to plan per paycheck. Employer Contribution (per year) Dollar amount employer contributes to plan per year. Employee Contribution (per paycheck) Dollar amount employee contributes to plan per paycheck. Employee Contribution (per year) Dollar amount employee contributes to plan per year. Click Submit. The insurance benefit is listed in the HR Insurance Benefits list. To modify insurance benefit data, find the existing insurance benefit in the HR Insurance Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the health benefit to open the form. The HR Insurance Benefit form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify a retirement benefit You can add or modify a retirement benefit for an employee using the Retirement Benefits module. Role required: sn_hr_core.basic or sn_hr_core.manager Employees can ask questions about retirement benefits and request to enroll in a retirement benefit plan by submitting a request through the HR Service Portal. A retirement benefits case is opened and can be viewed and managed. 1. 2. 3. Navigate to HR Profile Retirement Benefits . Click New to open a retirement benefit record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) © 2018 ServiceNow. All rights reserved. 91 Istanbul ServiceNow HR Service Management Table 31: HR Retirement Benefit form Field Description Plan The name of the insurance plan. Click the Lookup using list icon and select the plan for the employee. Employee The user who requested enrollment. Click the Lookup using list icon and select the user. Plan ID The identification number of the insurance plan. Provider The financial company that provides the retirement benefit. Fills in when the plan is selected. Plan type The type of retirement plan selected. Coverage type Enter the coverage type of the plan. An example is Family Coverage or Individual Plan. Not all retirement plans have coverage type. 4. 5. 6. 7. 8. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Employee contribution percent Percentage deducted from the employee paycheck toward the benefit. Click Submit. The retirement benefit is listed in the HR Retirement Benefits list. To modify retirement benefit data, find the existing retirement benefit in the HR Retirement Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the retirement benefit to open the form. The HR Retirement Benefits form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify disability insurance benefits You can add or modify a disability insurance benefit for an employee using the Disability Insurance Benefits module. Role required: sn_hr_core.basic, or sn_hr_core.manager Employees can ask questions about disability insurance benefits or be enrolled in or modify their disability insurance program. A disability insurance benefits case is opened and can be viewed and managed. 1. 2. Navigate to HR Profile Disability Insurance Benefits . Click New to open a disability benefit record. © 2018 ServiceNow. All rights reserved. 92 Istanbul 3. 4. 5. 6. 7. 8. ServiceNow HR Service Management Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Field Description Plan The name of the disability insurance plan. Click the Lookup using list icon and select the plan for the employee. Plan type The type of health benefit plan. Fills in when the plan is selected. Plan ID The identification number of the health plan. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Employee The user who requested enrollment. Click the Lookup using list icon and select the user. Employee Contribution (per paycheck) Dollar amount employee contributes to plan per paycheck. Employee Contribution (per year) Dollar amount employee contributes to plan per year. Employer Contribution (per paycheck) Dollar amount employer contributes to plan per paycheck. Employer Contribution (per year) Dollar amount employer contributes to plan per year. Click Submit. The health benefit is listed in the HR Disability Benefits list. To modify insurance benefit data, find the existing insurance benefit in the HR Disability Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the amount under the Employee Contribution column to open the form. The HR Disability Benefit form opens displaying benefit name and other populated fields. Modify the form. Click Update. Generate HR Profiles For new customers using HR Service Management, you can create an HR profile for multiple employees using conditions and criteria. Role required: sn_hr_core.basic or sn_hr_core.manager 1. 2. Navigate to HR Profile Generate HR Profiles . The Generate HR Profiles form opens. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) © 2018 ServiceNow. All rights reserved. 93 Istanbul 3. ServiceNow HR Service Management Field Description Filter Users Click and select the conditions that must be met for an employee to be assigned the profile. Profiles Click and select the type of profile for employees that meet the conditions. Click Create Profiles. Create or modify an employee direct deposit You can add or modify an employee direct deposit using the Direct Deposit module. Role required: sn_hr_core.basic or sn_hr_core.manager 1. 2. 3. Navigate to HR Profile Direct Deposit . Click New to open an HR direct deposit record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 32: HR Profile Direct Deposit form 4. 5. 6. 7. 8. Field Description Employee Employee name. Bank account Account holder name. Active Check to activate direct deposit for the employee. Leaving the box empty or deselecting deactivates direct deposit. Deposit type Type of direct deposit, such as, amount, percentage, or remaining. Deposit amount Displays when Amount is selected for Deposit type. Enter the dollar amount for direct deposit. Deposit percentage Displays when Percentage is selected for Deposit type. Enter the percentage amount for direct deposit. Click Submit. The direct deposit is listed in the HR Direct Deposits list. To modify direct deposit data, find the existing direct deposit in the HR Direct Deposits list. You can use the list search menu by typing the employee name and pressing Enter. Click the information icon or the date in the Updated column of the list to open the form. The HR Direct Deposit form opens displaying employee name and other populated fields. Modify the form. Click Update. © 2018 ServiceNow. All rights reserved. 94 Istanbul ServiceNow HR Service Management HR Case Management HR case management holds the details of HR requests, such as requests to enroll in direct payroll deposit or benefits like 401(k), dental, and medical. Users can submit HR cases through the HR Service Portal. HR agents can perform any of the following tasks. • • Create HR cases for employees, such as requesting information about tuition reimbursement. View HR case information and manage the overall HR workload. For example, a manager works all HR cases that are not assigned. HR cases can have one or more associated HR tasks to manage individual pieces of work within the case. Administrators can customize the predefined HR case processes. New HR processes can be designed to meet the requirements of the organization. For example, you can automate a process for maternity and paternity leave requests. Processes vary depending on the employees they relate to, their teams, locations, positions, and other factors. For example, equipment requests for a sales employee that travels differ for an IT employee based in an office. After a process is defined, the associated department can set up and maintain the rules and conditions for the process. Example HR request An employee named Alan wants to find out about the paternity leave policy for his company. Alan also wants to discuss flexible working hours around the expected time of the birth. 1. Alan submits an HR request through the HR Service Portal asking about paternity leave policies and requesting a meeting to discuss flexible working hours. 2. An HR case is created and assigned to an HR agent. 3. The HR agent processes the HR case, creating two HR tasks for this two-part request. Each task is assigned to the user who can process it. 4. When all the tasks are completed, the HR case is closed. Create a new case HR agents can create HR cases for employees that request information that must be investigated or to initiate an HR service. Typically, employees use the HR Service Portal to create HR cases for themselves by submitting a request through the HR Service Portal or Catalog. Role required: sn_hr_core.basic or sn_hr_core.case_writer 1. 2. Navigate to HR Case Management Create New Case . The HR Case list opens and displays the different types of cases that can be created. Click the type of HR case you want to create. • • • • • • Total Rewards Case: Create a retirement, health, tuition, benefits, or beneficiaries case. Workforce Administration Case: Select to create a verification letter case. Employee Relations Case: Select to create a disciplinary issue or disciplinary issue inquiry case. HRIT Operations Case: Select to create an HR account, HR portal, HR report, or password reset related case. Payroll Case: Select to create a direct deposit or payroll-related case. General Case: Select to create a general inquiry case. © 2018 ServiceNow. All rights reserved. 95 Istanbul 3. ServiceNow HR Service Management Complete the form. Table 33: HR case fields Field Description Number The auto-assigned case ID number, which cannot be changed. Opened for The person who submitted the request. When the Service Catalog is used to submit a case, the Subject person defaults to the Opened for person. Click the lookup icon to find a user. Users flagged as a VIP appear in red and the priority changes to 2-High. Point to the reference field icon to view, edit, or create HR profile information. Subject person The person the request is regarding. Often times, the Subject person is the same as the Opened for person when the Service Catalog is used to submit the request. An example is when a manager (Opened for) wants to promote an individual (Subject person). Click the lookup icon to find a user. Users flagged as a VIP appear in red and the priority changes to 2-High. Point to the reference icon to view, edit, or create HR profile information. HR service The HR service for the case. HR services are requests related to the type of case you selected from the HR Case list. Parent Click the Lookup using list to search for a case that is the parent to this case. For example, this case is for issuing a raise and is the child to the parent case of promoting an employee. There can be several child cases under a parent case. Benefit plan This field only displays for Total Reward cases and specific requests are selected from HR service. Click and select the Total Rewards benefit plan associated with the request. © 2018 ServiceNow. All rights reserved. 96 Istanbul ServiceNow HR Service Management Field Description PDF Template This field only displays for Workforce Administration cases and Employment Verification Letter is selected from HR service. Click the Lookup using list icon and select the default letter or the icon next to it to view the letter. Disciplinary issue reasons Warning type Warning date Required corrective action These fields only display for HR Employee Relations cases and Disciplinary Issue is selected from HR service. Click the Lock icon and then the Lookup using list icon. Select the disciplinary issue and warning types associated with the case. Enter the corrective action taken. HR system This field only displays for HRIT Operation cases and a specific request is selected from HR service. Click the Lookup using list icon. Select the HR system associated with the case. User name This field only displays for HRIT Operation cases and Password Reset is selected from HR service. Enter the user name of the employee asking for a password reset. Report frequency Report type These fields only display for HRIT Operation cases and Report Request is selected from HR service. Click the Lookup using list icon. Select how often you want to generate the report and the type of report. Account nickname Routing number Account number Account type Deposit type Deposit amount These fields only display for Payroll cases and Direct Deposit is selected from HR service. Enter the nickname, routing number, account number, and select the account type of the direct deposit. This field only displays for Payroll cases and Direct Deposit is selected from HR service. Click and select the type of deposit for the direct deposit. Dollar amount and percentage fields appear depending on what is selected. © 2018 ServiceNow. All rights reserved. 97 Istanbul ServiceNow HR Service Management Field Description Pay discrepancy type This field only displays for Payroll cases and Payroll Discepancy is selected from HR service. Click and select the type of pay discrepancy that is being disputed. Skills The required skills of the person assigned to this category of HR case. State The state of the case. The different states display along the top of the form and are: • • • • • • • • Priority Draft Ready Work in Progress Closed Complete Closed Incomplete Cancelled Awaiting Acceptance Suspended The precedence of the case, based on the HR service. The priority automatically overrides the template and changes to 2 - High for users flagged as VIP. Source From where the case originated. Sources are: • • • • • • • Not selected Self Service Phone Chat / Connect / Live Feed In Person Email Other Note: Cases created through email or self service are automatically moved to Ready state and assigned to a group or user. Opened The date and time the case is opened. Opened by The user creating the record. © 2018 ServiceNow. All rights reserved. 98 Istanbul ServiceNow HR Service Management Field Description Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources. Note: To change the Assignment group, the Assigned to agent must be a member of the new group. Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. Note: To change the Assigned to HR agent, the agent must be a member of the Assignment group. Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself. Short description A brief description of the case. As you enter the short description, a list of knowledge articles matching words you type appears below the notes section. You can preview the articles to determine accuracy. Description 4. 5. 6. A longer, detailed description of the case that populates from the Service Catalog. Click Save from the Content menu to remain on the Case form or Submit to return to the HR Cases list. To change the state click Ready for Work. Or, click the State field, change the state, and click Save to remain on the case form or click Update to return to the HR Cases list. Knowledge articles that appeared when you entered the short description are listed. There are two tabs. One showing articles that you have access to, and one showing articles that the caller can access. Different geographic locations or holiday schedules by country determine the article selection. To preview and attach a knowledge article to the case, complete the following steps. a) Click Preview next to an article. If you know that the article contains the information you need without previewing it, click Attach next to the article. The article opens in a pop-up window. Click the up or down arrow to review the previous or next article. Click (X) to close the window. b) To attach the article, click Attach to HR Case. The article content is copied into the Activity field. After you update the case, the article appears in the Attached Knowledge related list. © 2018 ServiceNow. All rights reserved. 99 Istanbul ServiceNow HR Service Management 7. 8. Click a task to view or update task assigned to the case. Click to create a checklist of reminders or Comments and Work Notes to provide additional information about the HR case. 9. Click Fulfillment Instructions to view information on how to complete the case. 10. Click Comments and Work Notes to view activity and comments that are visible to the user. 11. Click an option under Related Links to add a task, escalate the case, or repair SLAs. The tabs that display depend on the type of case and HR service selected. Tab Description Cases for Subject Person List of cases associated with the Subject person. Cases for Opened for User List of cases associated with the Opened for person. Attached Knowledge List of knowledge articles attached to the HR service type. Requested Items List of items requested for the case. Requested items are created from tasks, but do not display under HR Tasks. Similar Cases List of related cases by type of request. KB Articles Read by User List of Knowledge Based articles read by the Subject person. Health Benefits for Subject Person Displays for Total Rewards cases only. List of health benefits the subject person is enrolled. This tab only displays for health benefit cases. Retirement Benefits for Subject Person List of retirement benefits the subject person is enrolled. This tab only displays for retirement benefit cases. Direct Deposit for Subject Person Direct deposit information for subject person. This tab only displays for direct deposit cases. Child Cases Lists child cases associated with this case. Beneficiaries Only displays for Total Rewards cases with an HR service type of Beneficiaries Add/ Modify or Inquiry. Beneficiaries for Subject Person List of beneficiaries for Opened for and Subject person. You can add new or edit existing cases, attached knowledge, requested items, similar cases, or Kb articles. 12. Click Save to stay on the case form or Update to return to the HR Cases list. After the HR case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR cases are set to four hours. The SLA can be suspended when the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available. © 2018 ServiceNow. All rights reserved. 100 Istanbul ServiceNow HR Service Management HR managers and administrators can view case SLA records by navigating to HR Case Management All HR Cases Case SLAs . You can also run SLA reports. View HR case information There are different methods to search for an HR case. Role required: sn_hr_core.case_reader 1. Navigate to HR Case Management All HR Cases , then select one of the following modules. • • • • • • 2. Assigned to me: all cases assigned to the logged-in user. Open: all open cases. Open - Unassigned: all open cases that have not been assigned. Closed: all closed cases. All: all cases. Case SLAs: all cases with SLAs. Select the case to view. Checklists in HR cases and tasks A feature of tasks is the ability to add a checklist. In an HR case or task, a checklist can serve as a reminder to the HR agent to ensure that the procedure is followed. A checklist can be added as a reminder for just the current case, or the HR agent can save the checklist for reuse. Do not confuse checklists with HR tasks. 1. An employee submits a direct deposit request through the HR Service Portal. An HR case is created with the request. 2. A checklist appears on the HR case. Checklists can be added directly into the case or can be automatically added to a case from the associated HR service. For example, the checklist items are: • • • • Verify that the employee has attached the correct direct deposit form. Validate the direct deposit case information. Send information to the payroll department, put case in progress. Approve and close case when payroll completes setup. Refer to Create or modify HR services on page 61 on adding a checklist automatically to an HR case. Create and update an HR task You can add, view, or work on HR tasks assigned to HR cases. Role required: sn_hr_core.basic or sn_hr_core.case_writer You can view HR tasks from the parent HR case or by going to HR Case Management HR Tasks . To create an HR task: 1. 2. Open an HR case. Scroll to Related Links and click Add Task. 3. Click HR Task to create a task or Requested Item to create an IT request for things like account access, laptop, desk space, and more. © 2018 ServiceNow. All rights reserved. 101 Istanbul 4. ServiceNow HR Service Management To create an HR Task, complete: Table 34: HR task fields Field Description Number The auto-assigned task ID, which cannot be changed. Parent The case number you are creating the task for. Location Select the location of the employee you are creating the task for. Location determines the HR agent assigned to the task. Template Click and select the HR Task template for this task. The HR Task template can auto-populate fields like short description and the person the task is assigned to. The template can also be linked to another template that requires the employee to acknowledge when the task is completed. Due date Select the date the task is to be completed. © 2018 ServiceNow. All rights reserved. 102 Istanbul ServiceNow HR Service Management Field Description Acknowledgement type When assigning a task to an employee, you can request how the employee acknowledges completion of the task. The tasks appear on the HR Service Portal for the employee. Note: The short description comes from the template, but you can add or modify it. It displays on the HR Service Portal. • • • • • • Credential - Send a document (PDF Template) that the user acknowledges by entering a password. E-Signature - Send a document (PDF Template) that the user acknowledges by entering an e-signature. URL - Send a URL link that the user acknowledges when accessed. HR Service - Notify the user a task on the HR Service Portal related to an HR service is assigned. Submit Catalog Item - Notify the user a request for systems access, laptop, desk space, and more for an employee is assigned. For example, you can send a link to a KB article for the employee to read. Mark When Complete - Notify the user a Completed button appears on the HR Service Portal. Use the Short description to provide details about this task. Note: Mark When Complete changes the state of the task to Closed Complete. Acknowledgement document Only displays when Acknowledgement type is Credential or E-Signature. Select the document that is sent to the employee to acknowledge. An example would be a non-disclosure agreement, background check consent, intellectual property statement, and others. URL Only displays when Acknowledgement type is URL. Enter a URL address you want the employee to view to complete the assigned task. © 2018 ServiceNow. All rights reserved. 103 Istanbul ServiceNow HR Service Management Field Description HR Service Only displays when Acknowledgement type is HR Service . Select the HR service you want the employee to view or edit on the HR Service Portal. An example would be to send an HR service that allows the employee to select a health plan, 401(k) plan, or similar services. Catalog Item Only displays when Acknowledgement type is Submit Catalog Item . Select a catalog item associated with a task. Activity Displays when an employee responds or completes a task and shows task activities by employee and assigned HR agent. State The work status of the case. The states are: • • • • • • • • Draft Ready Work in Progress Closed Complete Closed Incomplete Cancelled Awaiting Acceptance Suspended Note: Change the state to Ready or Work in Progress for the employee to see the task that you created. Assignment group The HR group the case is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources. Note: To change the Assignment group, the Assigned to agent must be a member of the new group. © 2018 ServiceNow. All rights reserved. 104 Istanbul ServiceNow HR Service Management Field Description Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. Note: To change the Assigned to HR agent, the agent must be a member of the Assignment group. Skills The required skills of the person assigned to this category of HR case. Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself. Short description Short descriptions populate from the template selected and can be overwritten. Enter information that prompts the user about the task request. The short description appears on the HR Service Portal to the employee. 5. 6. Description A longer, detailed description of the case. Additional comments (Customer visible) Enter comments, updates, or information about the task that is visible to the Subject person on the case. Work notes Enter notes about the case to correspond with other HR agents. These notes are not visible to the Subject person. You can: a) Click Save from the Content menu to save the task and remain on the Task form. b) Click Submit to save the task and return to the HR Case form. c) Click Ready for Work to save the task and change the state to Ready and remain on the Task form. Perform any of the following actions. Option Description Close a task Enter information in the Work notes field and other fields as needed, and change the State to Closed Complete. Note: All HR tasks must be closed before the parent HR case can be closed. Clone task Click the Clone Task related link. Enter the new task information in the task form and click Update. © 2018 ServiceNow. All rights reserved. 105 Istanbul ServiceNow HR Service Management Option Description Cancel the task Click Cancel Task in the form header. Review the progress of sibling tasks The Sibling Tasks tab displays all tasks under the same case. Click a task number to see the details. HR Document Acknowledgement Lists HR document acknowledgement types returned from an employee. You can filter by type: • • • • User Document revision Signature Updated When all tasks are closed for an HR case, an email notification is sent to the HR agent who is assigned to the case. 7. 8. To add a document attachment, click the attachment icon tasks are available on the parent case. Click Update. at the top of the form. Attachments to Transfer an HR case HR cases can be transferred from one HR service to another after being submitted. When an HR case is submitted for an incorrect service, it can be transferred. Note: After transferring a case, the original case and any child cases and tasks are canceled. 1. Open a case to transfer from one HR service to another. © 2018 ServiceNow. All rights reserved. 106 Istanbul 2. From the Form Context Menu, select Transfer 3. Case. A warning displays. 4. From Transfer case to, select the correct HR service. ServiceNow HR Service Management © 2018 ServiceNow. All rights reserved. 107 Istanbul 5. ServiceNow HR Service Management Click OK. A new case is opened for the selected service. The original case is referenced in the new case. HR employee relations You can define and maintain HR employee relations data that is used for creating and assigning employee relations cases. The HR Employee Relations module contains a list of all open employee relations cases. The module allows HR agents to add and modify disciplinary issues and types, as well as warning types. The following information is set up and maintained as part of the HR Employee Relations module. Employees can access HR employee relations information and submit HR employee relations cases from the HR Service Portal. HR managers or administrators set up and modify the information. • • HR Employee Relations Case Management Disciplinary Issues • • Disciplinary Issue Types Warning Types HR specialists, generalists, and managers can perform any of the following tasks. • Create HR employee relations cases for employees to record the processing of HR disciplinary issues. Cases include a report from an employee about an absent co-worker or co-worker misconduct. © 2018 ServiceNow. All rights reserved. 108 Istanbul • ServiceNow HR Service Management View HR employee relations case information and manage the overall HR workload. For example, a manager can work with all HR cases that are not assigned. HR employee relations cases can have one or more associated HR tasks to manage individual pieces of work within the case. HR cases for VIPs Your organization can assign VIP status to users, such as the CEO and vice-presidents, to ensure that the resolution of their tasks is given high priority. If your organization uses the VIP feature, set up the following to ensure that VIP HR cases are handled appropriately. • • • • • • Navigate to Skills Groups . Add members or a group to HR VIP Watchlist. When an HR case is submitted, members of this group receive notification as the case progresses. Review the HR service level agreement (SLA) for handling VIP cases. The duration is two hours. When the duration is reached, the SLA is breached and the members of the watchlist are notified. Navigate to HR Administration Properties . Enter a case priority number in the Default case priority for VIP requestor field. For VIP employees, check the VIP box on their HR profile. Note: Customize the HR profile form in the Form Designer to show the VIP check box. You can identify VIP HR cases in the following ways: • • • HR Cases list: A VIP icon appears in the Opened for and/or Subject person fields. If the Opened for and/or Subject person fields do not appear, personalize the list. HR Case form: The employee name in the Opened for and/or Subject person fields is red. HR catalog items: When the form is submitted, a message appears at the top identifying the submitter as a VIP. Escalate an HR case If you are unable to resolve an issue, you can escalate an HR task. This action reassigns it to the manager of the HR group. Role required: sn_hr_core.basic or sn_hr_core.case_writer Escalate an HR case when you encounter any of the following conditions. • • • Are unable to complete the task due to excessive workload. Do not have the necessary skills. Need help with some part of the HR case. An escalated HR case is reassigned to the manager of the HR group assigned to the case. The manager can resolve the case or reassign it to someone with the necessary skills or available time. Note: The manager must be a member of the assigned group. If the manager is not a member of the group, then an error message appears when the escalation is submitted and no action is taken. 1. 2. 3. Open an HR case to be escalated. Under Related Links, click Escalate case. Enter a reason for the escalation in the dialog window that opens. © 2018 ServiceNow. All rights reserved. 109 Istanbul 4. ServiceNow HR Service Management Click OK. The case is reassigned to the manager. An email notification is sent that contains the escalation reason so the manager can determine how to proceed. Suspend and resume an HR case If you are unable to close the HR case within the duration specified in the service level agreement (SLA), you can suspend the case. Role required: sn_hr_core.basic or sn_hr_core.case_writer For example, to contact a vendor, such as the insurance administrator or payroll processing company, to obtain the required information to close the case. After beginning work on the case, you can suspend it until the information is received. This way the HR case does not show that the SLA is breached. When the information is received, you enter it into the case and resume SLA tracking. 1. 2. 3. Open the HR case to suspend. Begin work on the case before suspending it. From the State field, click and select Suspended. The Suspend Reason pop-up window opens. Select one of the following suspension reasons and enter the information you are waiting for. • • • • 4. 5. 6. User: If you need more information from the employee before proceeding. Company: If you are waiting for a reply from a vendor or other outside company. Group: If you are waiting for a reply from an internal group. Other: If you suspend the case for any other reason. For example, if you are waiting for the health insurance administrator to investigate an employee claim, select Company for the reason and enter Results of investigation or something similar. In the Work Note field, enter information about why the case is suspended. Click Suspend. The SLA stops progressing and the suspension notes appear in the activity stream as work notes. You can continue to add work notes to a suspended case. To resume a suspended HR case, open the case and click Resume. The SLA progress is resumed. HR Knowledge Management An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on. HR Knowledge Management allows you to create and maintain articles specific to HR and share them across the organization. The Human Resources application provides the Human Resources General Knowledge base specifically for this content. Benefits of using this knowledge base include: • • • • Employees have one source of information that is easy to search. Information can be kept up-to-date, as knowledge articles have a defined life span: Create, review, update, publish, and retire. Contextual search of the HR knowledge base is performed during HR case entry based on words entered in the short description. A list of the relevant articles displays automatically. If an article answers the question, the employee does not need to submit the case. HR agents can attach knowledge articles to HR cases to respond to the employee request. Organizations have different HR policies and benefits packages based on location or business unit. For example, holiday schedules and medical benefits vary by country, or there are different policies for a © 2018 ServiceNow. All rights reserved. 110 Istanbul ServiceNow HR Service Management manufacturing plant than for your corporate offices. You can define multiple HR knowledge bases as needed, and define user criteria to specify which knowledge base users have access to. It is important to assign a knowledge manager to each HR knowledge base. Users with the hr_kb_writer role can create and edit HR knowledge articles. The HR knowledge manager has the following responsibilities. • • • • Ensure that the HR knowledge base contains all HR documentation. Devise a way to identify missing content, such as questions from employees that are not answered in knowledge articles, and to add the content. Implement a process for HR knowledge article life span: Author, review, update, publish, retire. Schedule regular review of content so it can be updated or retired. Refer to the Knowledge Management guide for users for more information. Attach a knowledge article to an HR case You can attach a knowledge article to an HR case to help process that record. For example, you can attach an article about the company dress code policy when an HR case is submitted that asks about wearing shorts to work. Role required: hr_basic or hr_case_writer 1. 2. 3. Navigate to HR Case Management Case Management and open one of the modules, such as Assigned to me or Open. Open the HR case. Click Knowledge results. © 2018 ServiceNow. All rights reserved. 111 Istanbul 4. HR Service Management A list of Knowledge results appears below the comments based on keywords in the text. There are two tabs of results based on the user criteria that is associated with the knowledge base. • • 5. ServiceNow My Results displays a list of articles you can access. [employee name] Results displays a list of articles that the Opened for employee can access. Review the list of suggested knowledge articles, and do any of the following: Option Description Preview the article Click Preview next to the article. After reviewing the article in the pop-up window, click Attach to HR Case if it is relevant, or click (X) to close the article. © 2018 ServiceNow. All rights reserved. 112 Istanbul ServiceNow Option Description Attach the article without previewing it Click Attach next to the article. HR Service Management Note: When you attach an article, its text is copied to Additional comments. After you save the case, it appears also in the Attached Knowledge related list. 6. 7. Click Save. Alternatively, to attach a knowledge article in the Attached Knowledge related list, complete the following steps. a) In the Attached Knowledge related list, click Edit. b) If necessary, change the knowledge base to search within. c) To search for articles based on content in the article, add a condition, for example, [Short description] [contains] [dress code], and click Run filter. d) Select the knowledge base number in the Collection list and click the right arrow to move it to the Attached Knowledge List. When you select an article number, its topic and short description appear below the list. e) Click Save. HR Dashboards & Reports HR Dashboards & Reports provides the HR organization with visual representations of accountability, progress, performance metrics, monitor employee satisfaction, and status on HR cases. Depending on your HR job function, you can use any of the following tools to help you with day-to-day HR operations. • • • Dashboards, including the Overview, Case, and Manager. Dashboards are a type of homepage containing reports and other widgets. You click a listed record or a segment in a report to see details. HR reports, including reports that are available on the dashboards. Several HR reports are predefined for you, and you can create more reports. Survey response charts and detail for the HR case satisfaction survey or other HR surveys that you create. You can customize any dashboard that you can access to add or remove reports and other widgets. For example, an HR benefits administrator adds a report to the Overview dashboard that displays the status of HR cases in the Benefits service. © 2018 ServiceNow. All rights reserved. 113 Istanbul ServiceNow HR Service Management Add content Click, highlight topics, and move to sections of the page. Change Layout Click the column layouts on the left. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. The HR Dashboards & Reports provide: • • • • • Overview Manager Dashboard HR Case Dashboard Reports Satisfaction Survey Scorecard Overview The Overview dashboard provides a graphical representation of HR cases. Role required: sn_hr_core.manager By default, the Overview Dashboard displays the following reports: • • • • HR Cases Opened in the Last 6 Months by Service: Provides a color coded bar chart on the number of cases opened in the last six months by type of HR service. Active HR Case Breakdown by Service: Provides a bar chart color coded by active HR cases and the HR agent assigned. Active HR Cases by Service: A pie chart, color coded by active HR cases by service. Active HR Cases Pivot Table by Service: A spreadsheet that cross-references the HR agent assigned to the type of HR service case with number of cases. You can customize any dashboard that you can access to add or remove reports and other widgets. 1. 2. Navigate to HR - Dashboards & Reports Overview . Perform any of the following actions. Option Description Add content Click, highlight topics, and move to sections of the page. Change Layout Click the column layouts on the left. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Use the HR Manager Dashboard You can use the Manager Dashboard to monitor HR team effectiveness based on metrics. Metrics includes state of assigned cases by HR agent and service level agreement (SLA) elapsed time percentage. Role required: sn_hr_core.manager By default, the Manager Dashboard displays the following reports: © 2018 ServiceNow. All rights reserved. 114 Istanbul • • • • ServiceNow HR Service Management Case Satisfaction Survey - 30 Day AVG: Evaluate the satisfaction of employees with the handling of HR cases. This chart displays information if you ask employees to complete the HR Request Satisfaction Survey. HR Case SLAs by Elapsed Time Percentage: Monitor the time to resolve HR cases and follow up when case SLAs are breached. Active HR Cases by Assignment And State: Review the numbers of HR cases assigned to each HR agent by state, for example, Ready or Work in Progress, to help you evaluate the effectiveness of each HR agent. HR Case Transfer Rate: Review the number of cases transferred to a different HR agent by case category to determine whether the right assignments are taking place. You can customize any dashboard that you can access to add or remove reports and other widgets. For example, an HR benefits administrator adds a report to the Manager Dashboard that displays the assignment and state of HR cases in the Benefits category. 1. 2. Navigate to HR - Dashboards & Reports Manager Dashboard . Perform any of the following actions. Option Description Add content Click, highlight topics, and move to sections of the page. Change Layout Click the column layouts on the left. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. HR Case Dashboard The HR Case Dashboard is a central place for HR users to monitor ongoing HR operations. The dashboard contains reports that query the database and display the results. Dashboards are the home pages for products on the ServiceNow instance. The HR Case Dashboard provides summary information about your Open/Assigned cases, High Priority cases, and cases breached by the Service Level Agreement (SLA). It displays cases by service and cases assigned to you. To display the HR Case Dashboard, navigate to HR Dashboards & Reports HR Case Dashboard . Features of the HR Case Dashboard The HR Case Dashboard displays: • • • • • The number of Open/Assigned cases. The number of High Priority cases. The number of cases that have breached an SLA. The details of all cases assigned to you. All cases assigned to you by type of service. Reports You can run reports to view and monitor the status of HR cases. Role required: sn_hr_core.manager or sn_hr_core.admin © 2018 ServiceNow. All rights reserved. 115 Istanbul ServiceNow HR Service Management Use HR reports to improve overall efficiency and effectiveness. For example, you can view all Employee Relations cases that were created in the past month. 1. 2. 3. Navigate to HR - Dashboards & Reports Reports . Reports in the HR report group are listed. The icon to the left of the report indicates the type of report, such as a list, pie chart, or bar chart. Point your cursor to the icon to see a pop-up window of report information. Click the star on the left to make the report a favorite. You can filter for favorite reports by clicking the star above the Reports list. Click the name of the report to run. The report opens with the runtime options and the results. Perform any of the following actions. • • • • • Change any runtime option and click Run to see the results. In a list report, click a listed case to see its details. In a chart, click a segment to see the corresponding cases. Publish or schedule the report. Edit the runtime options and save a new report. If you want to create additional HR reports, click Create a report above the Reports list. After you create reports, share them with the HR report group. Once on the Reports list, the group can view them. Available HR reports Predefined HR reports are available in the HR Case Management Reports list. Table 35: Available reports Report name Description Displays Active HR Cases Tabular view of all active cases. Number, Type, Category, State, Short description, Opened by, Assignment group, Assigned to Active HR Cases Pivot Table by Pivot table view of all active Category cases. Assigned to, Category Case Satisfaction Survey - 30 Days AVG Bar chart showing the averages Average Actual Value, Metric over 30 days of responses to the HR case satisfaction survey. Cases Awaiting Approval Count of unapproved HR cases or requests. Number HR Case SLAs by Assigned Bar chart showing the number of overdue cases by the assigned user. Count, User, State HR Case SLAs by Elapsed Time Percentage Bar chart showing the number of cases by the elapsed time percentage until the SLA is breached. Count, Elapsed time percentage HR Case Transfer Rate Bar chart showing the number of reassignments for an HR agent by category for the last six months. Number of reassignments, Category © 2018 ServiceNow. All rights reserved. 116 Istanbul ServiceNow HR Service Management Report name Description Displays HR Cases Opened Last Month by Category Bar chart of cases raised over the last month by HR case category. Category, Count, Month HR Cases Opened This Month by Category Bar chart of cases raised over the current month by HR case category. Category, Count My HR Cases by Category Pie chart of cases assigned to you, where each slice represents an HR case category. Category, Count Number of HR Profiles Count of HR profile records. Number Open High Priority Cases Count of active high priority HR cases Number SLA Breached Count of HR cases with a breached SLA Number Unassigned HR Cases List of HR cases not assigned to any user. Number, Type, Category, State, Short description, Opened by, Assignment group, Assigned to Evaluate HR survey responses After you have collected responses to an HR survey, you can review the survey responses and scorecard. Role required: sn_hr_core.manager, or sn_hr_core.admin A scorecard displays charts for survey results, in which category and question responses are analyzed and current ratings are compared with previous ratings. Users can examine ratings over time, compare question ratings, or compare the ratings of all categories. All ratings are averages for the time range selected. The system dynamically updates a scorecard each time you view it, so the ratings reflect recently completed surveys. 1. 2. 3. 4. Navigate to HR Administration Surveys HR Surveys . Click the survey to evaluate responses. To review individual responses to each question, click the View Responses related link and perform any of the following tasks. Task Action See individual responses for a metric (question) Expand the metric group in the Metric Results list. View responses based on when the survey was taken Personalize the Metric Results list to include the Created column, and add a filter using the condition builder. For example, to see all responses since the beginning of the month, add this condition: [Created] [at or after] [<select date>] If the survey was not submitted anonymously, you can see how users answered and follow up if necessary. To review the survey scorecard, click the View Scorecard related link and perform any of the following tasks. © 2018 ServiceNow. All rights reserved. 117 Istanbul ServiceNow HR Service Management Task Action Display a different view for the scorecard Select the view from the left choice list above the chart. The interactive scorecard displays the name of the survey and results or comparisons of the ratings. You can display results in the following views: following views: • • • • Save a chart as an image Category Results Question Results Average Ratings History Click the menu icon and select the type of image file. After the file is generated, click Download. The file is downloaded to the download folder of your browser. Satisfaction Survey Scorecard You can modify the predefined HR satisfaction surveys to suit the needs of the organization, and create HR surveys. Role required: sn_hr_core.admin, or sn_hr_core.manager For example, to create an HR survey to gauge the satisfaction for more complex HR processes, such as onboarding. Select a category from the list to display the questions from that category in the chart. This view displays responses that use the following data types: • • • • • • Checkbox Choice Likert Scale Number Template Yes/No Note: The Checkbox and Yes/No data types are combined into the Boolean data type in the Survey Designer © 2018 ServiceNow. All rights reserved. 118 Istanbul ServiceNow HR Service Management © 2018 ServiceNow. All rights reserved. 119 Istanbul ServiceNow HR Service Management To view details about a specific response, point to a colored bar, the number of responses, and the percentage it represents displays. Figure 11: Survey scorecard category results detail Chat You can manage and monitor the HR chat queue, as well as create an HR case from a chat. Manage the HR chat queue You can configure the HR department chat queue and review the chat records to measure how well employees are being assisted when they initiate a conversation. To use the HR chat queue, the administrator must activate the Connect Support [com.glide.connect.support] plugin. Role required: admin or hr_admin You can configure the assignment group for monitoring the chat queue and the messages that employees see when they initiate a conversation and while they are waiting. You can review the chat records to see how long employees waited for a response and who is accepting the chat requests. 1. 2. 3. Navigate to Collaborate Connect Support Support Administration Queues . Select HR Department Chat Queue from the Chat Queues list. Complete or update the chat queue form, as appropriate. Table 36: Chat Queue form Field Description Name Name of the queue. Active Not used in Connect. Assignment group User group that contains the support staff for the queue. Any user in the group can view the queue in the Connect sidebar and accept chats. No other users can access the queue. This field must be populated. Average wait time Average time it takes for an agent to accept a chat in the queue. This value is automatically calculated. Do not manually edit. Confirm problem Not used in Connect. © 2018 ServiceNow. All rights reserved. 120 Istanbul 4. ServiceNow HR Service Management Field Description Escalate to Different queue to which an agent can escalate a chat. For example, there is a queue for high priority support chats. When a queue is defined in this field, agents can access the Escalate option in conversations. Initial agent response Message that users see when an agent accepts their chat. For example, Thank you for contacting support. We are looking into your question now and will be with you shortly. Not available Message that users see when they attempt to start a chat outside the defined queue Schedule. You can use HTML to format the message and include links or media. Question Initial phrase that users see when they start a new chat in the queue. For example, How can I help you? Schedule Schedule that defines when the queue is available. Leave the field blank to make the queue available all the time. Users cannot start a new conversation in the queue outside the schedule hours. To review conversations associated with the queue, add the Chat Queue Entries related list and review the records for the following information. Option Description How long the user waited and the result Review information in the State and Wait time columns. Who is actively helping employees in the queue Review the names of agents in the Assigned to column. Monitor the HR chat queue Employees can ask a question from the Chat with HR link on the HR Portal. Their question is placed in the HR chat queue, and any HR agent monitoring the queue can respond to it. By default, all members of the HR group monitor the HR chat queue. When a question is submitted to the queue, a pop-up notification appears. Figure 12: HR chat queue notification 1. Navigate to Collaborate Connect Support . © 2018 ServiceNow. All rights reserved. 121 Istanbul ServiceNow HR Service Management The Connect workspace opens in a new tab. 2. Click the support tab of the Connect sidebar, indicated by a headset icon ( ). The support tab shows Queues to which you belong. It also shows your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation. Figure 13: Support tab of Connect sidebar 3. Accept a conversation in one of the following ways. Option Description Accept a conversation from a queue Under Queues, click Accept by the queue. The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar. © 2018 ServiceNow. All rights reserved. 122 Istanbul ServiceNow HR Service Management Option Description Accept a transfer request Under Cases, click Accept by a transfer request. Figure 14: Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation. 4. Respond to the user and help resolve the issue. By default, your messages are added to the conversation record as comments and are visible to the user. If necessary, you can open a new HR case or incident from the conversation for further investigation. You can also transfer the conversation to a different agent or queue, or escalate the conversation to a higher priority queue. Create an HR case from a chat If an HR chat results in the need to open a case, create the case directly from the conversation. Role required: sn_hr_core.basic or sn_hr_core.case_writer. When you create an HR case from a support conversation, the system copies the conversation history to the case activity stream as comments and work notes. Future messages are tracked in the case as well. 1. Navigate to Collaborate Connect Support . The Connect workspace opens in a new tab. 2. 3. 4. 5. 6. Click the support tab of the Connect sidebar, indicated by a headset icon ( Under Cases, open an HR conversation. ). At the bottom of the conversation, click the menu icon ( ) to open the Connect actions menu. In the Connect actions menu, select Create HR Case. In the conversation tools area to the right of the conversation, a new case form opens in a record tab. The system automatically sets certain fields based on conversation details. Complete the form as necessary and click Submit. Any comments or work notes in the record conversation appear as comments on the incident form. Work notes do not appear in the chat for the ESS user. The chat agent can select whether a message is a Comment or Work Note in the conversation. © 2018 ServiceNow. All rights reserved. 123 Istanbul a) ServiceNow HR Service Management In the record conversation, by the text entry field, click the message type icon ( ). b) Select Comment or Work Note. c) Enter a message. By default, record conversation messages are added as comments. Note: If you add an attachment to a record conversation, it is attached to the underlying record as well. The system automatically shares the record in the conversation, copies the conversation to the record activity stream, and references the record on the Chat Queue Entry [chat_queue_entry] table. Any new journal fields added to the record do not appear in the chat. The system also changes the document ID for the conversation to reference the incident number instead of the entry in the Chat Queue Entry table. Signature pad Signature pad is a feature that any application can use. It captures an electronic signature that can be associated with a document or a task. The HR Service Management application uses signature pad with onboarding documents like offer letters, background check approval, company policy acknowledgements, and more. The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the Signature Pad [com.snc.signaturepad] plugin. The Signature Image [signature_image] table installs with this plugin. Ensure Yes is checked in the com.snc.signaturepad.retrieveSignature field on HR properties. See HR Properties on page 36. Use You can send your employees documents that require a user verification such as a digital signature or by typing their name. When signature pad is associated with a document or a task, it captures the drawn signature as an image and stores it in the Signature Image [signature_image] table. Note: Typing a signature provides acknowledgement, but does not capture an image that is stored. For HR document templates, use the Insert Signature button to insert a variable that prompts a user to sign the document. For HR PDF document templates, use the Employee Signature field name and PDF Template Mappings to prompt a user to sign the document. See HR Document Templates on page 39. © 2018 ServiceNow. All rights reserved. 124 Istanbul ServiceNow HR Service Management Note: Check the generate document UI action condition to ensure this feature works correctly. Examples The HR Delivery System uses PDF documents for various scenarios. An example of the code used to call a UI page or dialog box for the signature pad: An example of the code used in a document after a signature has been accepted and a © 2018 ServiceNow. All rights reserved. 125 Istanbul ServiceNow HR Service Management final PDF document is created: © 2018 ServiceNow. All rights reserved. 126 Istanbul ServiceNow HR Service Management Activate the Signature Pad plugin To activate signature pad in your application, activate the Signature Pad plugin (com.snc.signaturepad). The Signature Image [signature_image] table installs with this plugin. Role required: admin To purchase a subscription, contact your ServiceNow account manager. After purchasing the subscription, activate the plugin within the production instance. You can evaluate the feature on a sub-production instance without charge by requesting it from the HI Customer Service System. 1. 2. 3. Navigate to System Definition Plugins . Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin. 4. If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Test Signature Pad After you have activated the Signature Pad plugin, you can try it. 1. 2. 3. 4. 5. 6. 7. Navigate to System UI UI Pages accept_signature . Scroll down and click Try It. In the Print your name field, type your name. Click Accept. A record is inserted in the Signature Image [signature_image] table. To draw your signature, select the Draw it tab. Use your mouse to draw your signature. Click Accept. A record is inserted in the Signature Image [signature_image] table. HR Service Portal Scoped The HR Service Portal application provides a single place for employees to quickly and easily get all the HR services they need in the scoped version of HR. Explore • Set up Administer HR Service Management release notes © 2018 ServiceNow. All rights reserved. 127 Istanbul • Upgrade your instance • Activate HR Service Portal on page 128 ServiceNow • Configuring HR Service Portal on page 129 Use Develop Integrate • • • • Using HR Service Portal on page 133 Developer training Developer documentation • HR Service Management HR Performance Analytics Scoped on page 144 HR Workday Integration Scoped on page 146 Troubleshoot and get help • • • Ask or answer questions in the HR Service Management community Search the HI Knowledge Base for known error articles Contact ServiceNow Support Activate HR Service Portal You can activate Human Resources Scoped App: Service Portal [com.sn_hr_service_portal] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Scoped App: Service Portal provides a single place for employees to quickly and easily get all the HR services they need. It activates these related plugins if they are not already active. Table 37: Plugins for Human Resources Scoped App: Service Portal Plugin Description Human Resources Scoped App: Core Provides basic HR features. [com.sn_hr_core] 1. 2. 3. Navigate to System Definition Plugins . Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. 4. If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin. If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. © 2018 ServiceNow. All rights reserved. 128 Istanbul ServiceNow HR Service Management You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. 5. Configuring HR Service Portal To create links to documentation, videos, blogs, or any type of information from the HR Service Portal, use the HR Links module. HR Links are used to create links to documents, policies, tutorials, wikis, blogs, and web links. These links can be used as suggested reading or information. From the Service Portal, you can: • • Create and maintain information links to the HR Service Portal Create or edit an HR Criteria for Links record • • This step determines the criteria and conditions or audience that can view the link on the HR Service Portal. Create or edit an HR Link. • This step determines the URL link to information and where in the HR Service Portal the link appears. Create or modify an HR Criteria for Links record HR agents can create or modify links to documentation, information, suggested readings, videos, and URLs on the HR Service Portal. This information can also be available to specific groups or to all employees. Role required: sn_hr_core.admin The first step is to create an HR Criteria for Links record. The HR Criteria requires conditions be defined to determine who in your company can view and access the HR Link. The second step is to create an HR Link. 1. 2. 3. Navigate to HR Administration Service Portal HR Links . The HR Criteria for Links list opens. Click New. There are two fields, HR link and HR criteria. Click the HR criteria Lookup using list icon first. You can select an HR criteria listed, or click New to create an HR criteria record. Table 38: HR criteria fields Field Description Name Enter a name identifying the HR criteria. Active Check to activate the HR criteria. Note: Links do not appear when leaving Active unchecked. Description 4. Enter a description for the HR criteria. Click Submit to return to the HR Criteria for Links list. © 2018 ServiceNow. All rights reserved. 129 Istanbul 5. 6. ServiceNow HR Service Management Click the Reference Field icon next to the HR Criteria. Click New to create an HR condition. Table 39: HR condition fields Field Description Name Enter a name that describes the condition. Table Click and select the table the condition is to filter on. For example, to filter on a role, select User Role [sys_user_has_role]. Condition Add conditions to specify the fields and values that create the filter and based on the table selected. For example, to create a condition to display the link for new hires, select Role from choose field, is, and sn_hr_core.hrsm_new_hire. Note: It is required to add a filter condition: user, is (dynamic), Me. This filter prevents placing the HR link for every user in your company. Active Check to activate the HR condition. © 2018 ServiceNow. All rights reserved. 130 Istanbul Field 7. 8. ServiceNow HR Service Management Description Click Submit. The HR Criteria form appears. Click Update. The HR Criteria for Links form appears. Conditions can be reused in other HR links. To add conditions/criteria to an HR link: 1. Click an HR criteria for an HR link you want to add conditions/criteria to from the HR Criteria for Links list. The HR Criteria form opens. 2. From the Conditions list, click Edit. The Edit Members form opens. 3. Highlight the conditions/criteria under the Collection list. 4. Use the arrow buttons to move the conditions/criteria to the Conditions List. 5. Click Save. The HR Criteria form appears. 6. Click Update. Create or modify an HR Link HR agents can create or modify links to documentation, information, suggested readings, videos, and URLs on the HR Service Portal. This information can also be available to specific groups or to all employees. Role required: sn_hr_core.admin © 2018 ServiceNow. All rights reserved. 131 Istanbul ServiceNow HR Service Management HR Links allows you to create links to information that display on the HR Service Portal for all employees or limited to specific groups of employees. The first step is to create an HR Criteria for Links record. The second step is to create an HR Link. 1. 2. 3. Navigate to HR Administration Service Portal HR Links . The HR Criteria for Links list opens. Click New. There are two fields, HR link and HR criteria. Click the HR link Lookup using list icon. Select an existing HR link or click New. Field Description Title Enter a name that easily identifies the HR link. Type Click and select the type of link and where it appears on the HR Service Portal. • • Order Information Suggested Reading Enter a number defining the order the link appears on the HR Service Portal. The higher the number, the lower the entry appears. Note: Use increments of 100 when determining the order. This method allows for easier edits. If you numbered your links 1, 2, 3, 4, 5 and wanted to place a new link at 2, you would have to renumber 3, 4, and 5. Using increments of 100 allows you to place new links without having to renumber later links. URL Click the lock icon to enter the link to the information you want to appear on the HR Service Portal. Note: Ensure that the URL is complete and has a protocol (https://) included. Relative paths are not valid. Active Check to make the link active and available. Note: Links do not appear when leaving Active unchecked. Start date Click the calendar icon and select the date the link becomes active. End date Click the calendar icon and select the date the link becomes inactive. © 2018 ServiceNow. All rights reserved. 132 Istanbul 4. ServiceNow HR Service Management Click Submit. Using HR Service Portal From the self-service HR Service Portal, you can get HR benefit and policy information, and request help from the HR team. Widgets without data do not appear on the HR Service Portal. Figure 15: HR Service Portal © 2018 ServiceNow. All rights reserved. 133 Istanbul ServiceNow HR Service Management The HR Service Portal is the primary interface for employees to access their employee profile, HR services, and knowledge. HR services are available for employees to make requests from the HR team or requesting HR-related information. HR services can also assign tasks to employees like signing a document. These tasks and case history appear. From the HR Service Portal, employees can: • • • • • • • Search for HR knowledge articles that answer your questions to quickly access top-rated articles. As you type, articles are suggested based on keywords. View top rated knowledge base articles. View your HR profile and upload a photo. You can update fields that are not disabled in your HR profile. View your manager, co-workers, or group organization chart. View your HR cases, requests, and assigned tasks. Submit HR questions and requests that are not answered in HR knowledge articles. Chat with an HR specialist. (An administrator must enable the HR chat queue for the link to appear.) Email HR to create your request. Note: The HR Service Portal requires Microsoft Internet Explorer 10 or above. The HR Service Portal page does not work in Microsoft IE9 or below. Use the HR Catalog module to submit an HR case. Update your HR profile You can update some of the information in your HR profile, including some personal information, contact information, emergency contacts, and employment history. To update personal information: 1. 2. 3. 4. 5. 6. 7. Navigate to Self-Service HR Service Portal . Click your name in the My Profile category. Add or update your personal contact information by clicking in the information sections. To add your biographical information, click Empty next to Bio and add a short description. ClickUpload Pictureto browse to a photo file to add to your profile. Click Create new contactto add to your My Contacts. Click Save after updating a section of the profile. Add your contacts You can add contact information to your HR profile and specify who to contact in an emergency. 1. 2. 3. 4. 5. 6. 7. Navigate to Self-Service HR Service Portal . Click your name in the My Profile category. Click Add new contact under the My Contacts category. Enter the contact name, telephone numbers, and other information. To specify the person as an emergency contact, check the Emergency contact box. The Priority field appears. Select the priority of the contact, Primary, or Alternate. Click Save. Open Case page The Open Case page allows users to view assigned or open tasks and cases. Users can also communicate with HR from this page. © 2018 ServiceNow. All rights reserved. 134 Istanbul ServiceNow HR Service Management Figure 16: Open Case page The Open Case page displays after submitting an HR case from the HR Service Portal or clicking an open or closed case from the HR Service Portal. From the Service Portal Open Case page, employees can: • • • • • • View open tasks and cases. View the details about the tasks and cases. View the status of tasks and cases. View attachments related to tasks and cases. Sign or provide credentials that documents were read. View activity related to the tasks and cases. © 2018 ServiceNow. All rights reserved. 135 Istanbul • • • • • ServiceNow HR Service Management Send a message about the activity. Sign and complete tasks from the Case page. View and change the priority of your case. View and add to the Watch list. Acknowledge a task was completed. View your open HR cases You can view your open HR cases from the HR Service Portal. 1. 2. 3. 4. Navigate to Self-Service HR Service Portal . You can also navigate to Self-Service My Requests , however, the list that appears contains all your open requests, not just HR cases. Under My Open Cases, click the case description to see its details or tasks assigned to you. You must have a Service Portal role (sn_hr_sp.xxxx) to view the task assigned. To edit information, click a field, edit the information, and click Save. Click the Activity tab to enter a message if necessary. Submit a request from HR service catalog You can submit a request from the HR Service Catalog through the HR Service Portal in the scoped version of HR. Submitting a benefits request From Benefits, you can ask questions and enroll and modify the company benefits your company provides. You can also ask questions and enroll and modify your beneficiaries and request tuition reimbursement for any approved classes you attended. From Benefits, you can: • • • Inquire about and enroll or modify your company benefits Inquire about and enroll or modify your beneficiaries Inquire about and request tuition reimbursement for approved classes you have completed Benefits inquiry You can ask questions about benefits provided by your company. Use the inquiry page for a benefit to ask questions. There are two different inquiry forms for health benefits. • • Benefits Inquiry Enrollment Inquiry 1. 2. 3. 4. 5. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select Benefits. Select the benefit or enrollment inquiry page to ask a question. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. 6. Field Description If your question is regarding a specific plan, please select the plan Select the plan associated with your question. What is your question? Enter your question. To attach a document, click Add attachments. © 2018 ServiceNow. All rights reserved. 136 Istanbul 7. 8. ServiceNow HR Service Management Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. After submitting the completed form, the process to enroll you in the company medical benefit plan begins. Follow the same steps to enroll in dental, vision, pharmacy, 401(k), tuition reimbursement, and beneficiaries. Enroll in or modify benefits from the HR Service Portal You can open the HR Service Portal to enroll in benefits or modify your existing benefit plan. There are several types of benefits in the Browse HR Service Catalog section of the HR Service Portal that require enrollment or allows for modifications. 1. 2. 3. 4. 5. 6. 7. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select Benefits. Select the item to enroll in or modify, such as Medical Plan Enrollment. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. 8. Click Submit. After submitting the completed form, the process to enroll you in the company medical benefit plan begins. Follow the same steps to enroll in dental, vision, pharmacy, 401(k), tuition reimbursement, and beneficiaries. Submitting an employee relations request Employee Relations is where you can interact with HR on relationships with your fellow employees. From Employee Relations, you can: • • Ask a question about a disciplinary issue or policy Report a disciplinary issue Disciplinary Issue You can report a disciplinary issue about an employee. 1. 2. 3. 4. 5. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select Employee Relations. Select Disciplinary Issue. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field Description Select the name of the employee you wish to report You can scroll for a name or enter the first few letters of the first name of the employee. If the employee is not listed or known, provide employee name and description Enter the name of the employee if you cannot find it. Reasons for reporting employee Select a reason on why you are reporting this employee. You can select more than one. © 2018 ServiceNow. All rights reserved. 137 Istanbul 6. 7. 8. ServiceNow HR Service Management Field Description Describe incidents or behavior that lead to reporting this employee Be specific and include dates, times, and locations. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. After submitting the completed form, an HR case number is assigned with opened for, subject person, watch list, and a short description appears. Disciplinary Issue Inquiry You can ask questions about a disciplinary issue or policy. 1. 2. 3. 4. 5. 6. 7. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select Employee Relations. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Complete the required information. Field Description What is your question? Enter your question about a disciplinary issue or policy. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. After submitting the completed form, the process to enroll you in the company medical benefit plan begins. Submitting a general request From General, you can ask common questions to your HR department. From General, you can: • Ask a question related to HR that does not fall under the other categories Employee Verification Letter You can submit an HR request to generate an employment verification letter and have it sent via email to the institution making the request. You can request an employment verification letter either through the Catalog in the top banner area of the portal page or through Browse HR Service Catalog. The letter is generated based on your HR profile information. The HR agent assigned to your request can attach the letter to an email message and send it to the contact email address you provide. 1. 2. 3. 4. 5. 6. 7. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select General. Select Employee Verification Letter. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Complete the form, entering the reason you need the letter and the email address of the person to receive the employment verification letter. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. © 2018 ServiceNow. All rights reserved. 138 Istanbul 8. ServiceNow HR Service Management Click Submit. General Inquiry You can ask general questions related to HR. Use the inquiry page for general HR questions. 1. 2. 3. 4. 5. 6. 7. 8. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select General. Select General Inquiry. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Complete the required information. Field Description What is your question? Enter your question. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. After submitting the completed form, the process to enroll you in the company medical benefit plan begins. Submitting an HR systems request From HR Systems, you can ask questions directly related to the HR systems and the HR portal your company uses. From HR Systems, you can: • • • • • • Request access to an HR system Ask a question about an HR system Ask a question about the HR portal Ask a question about an HR report Request a new HR report Request a password reset HR Account Access Request The HR Account Access Request page allows you to request access to the HR systems available. 1. 2. 3. 4. 5. 6. 7. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select HR Systems. Select HR Account Access Request. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field Description Select the HR system for which you require access Click and select the HR system you are requesting access to. Specify the type of access you need and why you need it for each HR system selected Provide detailed information on why you need access to the requested HR system. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. © 2018 ServiceNow. All rights reserved. 139 Istanbul 8. ServiceNow HR Service Management Click Submit. HR Accounts Inquiry The HR Account Inquiry page allows you to ask a question about an HR system. 1. 2. 3. 4. 5. 6. 7. 8. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select HR Systems. Select HR Accounts Inquiry. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field Description What is your question? Enter your question about an HR system. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. Submit an HR Portal Support Request You can request help on issues with the HR Portal. 1. Navigate to Self-Service HR Service Portal . • 2. 3. 4. 5. 6. 7. 8. 9. Browse HR Service Catalog and select HR Systems. Select HR Portal Support Request. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Click and select What type of support do you need?. Enter details about the type of support you need. Click Browser. Select the type of web browser you are using. To add a document, click Add attachments. Click Submit. HR Report Inquiry The HR Report Inquiry page allows you to ask a question about an HR report. 1. 2. 3. 4. 5. 6. 7. 8. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select HR Systems. Select HR Report Inquiry. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field Description What is your question? Enter your question about an HR report. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. © 2018 ServiceNow. All rights reserved. 140 Istanbul ServiceNow HR Service Management HR Report Request You can request an HR report from HR Report Request. 1. 2. 3. 4. 5. 6. 7. 8. 9. Navigate to Self-Service HR Service Portal HR Systems HR Report Request . Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Select the HR system you want to create a report for. Select the type of report you want. Enter the business justification for the report request. Enter a description of the report you are requesting, how it is used, and details on formatting. Select how often to generate this report. To attach a document, click Add attachments. Click Submit. Reset your password for HR The Password Reset page allows you to request a password reset for the HR systems to which you have access. 1. 2. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select HR Systems. 3. 4. 5. Select Password Reset. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. 6. 7. 8. Field Description Select the HR system that requires password reset Click and select the HR system you are requesting a password reset for. Username Enter your user name. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. Submitting a payroll request From Payroll, you can ask questions about your pay. From Payroll, you can: • • • Ask a question about direct deposit Request your paycheck to be directly deposited into your bank account Inquire about paycheck discrepancies Direct Deposit Inquiry You can ask a question about paycheck direct deposit. 1. 2. 3. Navigate to Self-Service HR Service Portal Payroll . Click Direct Deposit Inquiry. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. © 2018 ServiceNow. All rights reserved. 141 Istanbul 4. 5. ServiceNow HR Service Management Field Description What is your question? Enter a meaningful name identifying the direct deposit account. To attach a document, click Add attachments. Click Submit. Direct Deposit Setup You can request to have your pay check be directly deposited into your bank account. 1. 2. 3. Navigate to Self-Service HR Service Portal Payroll . Click Direct Deposit Setup. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Field Description Account nickname Enter a meaningful name identifying the direct deposit account. Bank routing number Enter your bank routing number for direct deposit. The first set of numbers at the bottom, left of a check or deposit slip. For savings accounts, confirm the routing number with your bank. Account number Enter your account number with the financial institution. This number is the second set of numbers at the bottom of a check or deposit slip. Account type Check the type of account for your direct deposit. Deposit type Check how you want your paycheck distributed. Percentage of paycheck Enter a percentage amount you want deposited. Only use this field when checking Percentage of paycheck in the Deposit type field. Amount Enter the dollar amount you want deposited. Only use this field when checking Amount in the Deposit type field. 4. 5. To attach a document, click Add attachments. Click Submit. Payroll Discrepancy © 2018 ServiceNow. All rights reserved. 142 Istanbul ServiceNow HR Service Management You can ask a question about errors in your paycheck. 1. 2. 3. 4. 5. Navigate to Self-Service HR Service Portal Payroll . Click Payroll Discrepancy. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Field Description Specify where in your pay stub you have a discrepancy Select the area you found a discrepancy in your paycheck. Describe the discrepancy? Enter a description of the discrepancy. Is the pay stub attached? Check this box if you are attaching a copy of your paycheck. To attach a document, click Add attachments. Click Submit. Search the HR knowledge base When you have a question about the policies or benefits, search the HR Knowledge Base before submitting an HR question or request. On the HR Service Portal, you can enter search text and see matching articles as you type. If an article answers your question, you do not need to submit an HR request. 1. 2. 3. Navigate to Self-Service HR Service Portal Click Knowledge Base in the banner. The Knowledge Base window opens. You can find articles under the HR categories on the far, left side of the page, click Top Rated Articles, or click Most Viewed Articles. When you access knowledge base articles, it is a good practice to rate and review the information presented, especially when information is missing or out-of-date. Your organization can choose not to show rating and comment fields, but if they appear in the article, take the time to rate it. Rating an article helps ensure that information stays current and useful to others. Chat with HR You can use the Chat with HR link on the HR Service Portal to ask a question of an HR agent who is monitoring the chat queue. The HR agent can open a case from the conversation when your question needs further investigation. The HR chat queue is available if the administrator has enabled it. If it is not enabled, the chat link does not appear in the HR Portal. 1. 2. 3. Navigate to Self-Service HR Service Portal . Click Chat with HR in the banner. The HR department chat queue opens in a new window. Enter your question and press Send. An HR agent who is monitoring the queue joins the conversation. The HR agent can transfer the conversation to another HR agent if necessary, or create an HR case. Either of you can attach files in the chat window, such as policy documents or screen shots. © 2018 ServiceNow. All rights reserved. 143 Istanbul ServiceNow HR Service Management Email HR You can use the Email HR link on the HR Service Portal to email an HR agent. The HR agent can open a case from the email content when your question or request needs further investigation. 1. 2. 3. Navigate to Self-Service HR Service Portal . Click Email HR in the banner. A new email opens addressed to HR. Type the email subject and your content and press Send. The HR agent or group monitoring the email can transfer the email to another HR agent when necessary, or create an HR case. Either of you can attach files to the email, such as policy documents or screen shots. HR Performance Analytics Scoped HR Performance Analytics for the scoped version of HR Service Management measures key performance indicators to track HR performance over time. Activation information HR Performance Analytics Scoped requires a separate premium subscription to the Performance Analytics application, as well as activation of the following content pack: • Performance Analytics - Content Pack - Human Resources Scoped App [com.sn_hr_pa] Contact your account manager for more information. View HR Performance Analytics Scoped HR Performance Analytics helps you align resources and systems to strategic objectives. Before HR performance analytics data can be viewed, your organization must purchase a subscription to Performance Analytics Premium and an administrator activates the plugin. Role required: sn_hr_core.basic After HR Performance Analytics is activated, the collection job runs daily. Collected data is kept for 30 days. The data in performance analytics reports is collected based on a daily scheduled job, therefore, the date is one day in the past. Over time, more data is available for historical trending. The Performance Analytics dashboard displays the following reports. Volume of Open/Closed Cases by Category The line chart displays the trend of open and closed cases for each of the last four weeks. Click a point on a line to see open or closed cases for the duration. The Breakdowns tab displays the number of open or closed cases by category. Select Stacked bar from the choice list for the best data format. Active HR Cases per Week - by AVG The bar chart displays the average number of active cases by state for each of the last four weeks. It also displays the total number of cases for each week. The Breakdowns tab displays the aging © 2018 ServiceNow. All rights reserved. 144 Istanbul ServiceNow HR Service Management buckets and the total number of cases in each bucket. Active HR Cases by State The trending chart displays a trend of the cases that moved to each HR case state during the past 30 days. The gray bar to the left of the Trend column represents the proportion of moved cases to the total number of cases. The Breakdowns tab displays aging buckets and the number of cases in each bucket for that date. Active HR Cases Managed by Agent - Weekly AVG The trending chart displays the number of cases that each agent was assigned to over the past four weeks. Active HR Cases SLA Indicator per Week- By AVG The bar chart displays the average number of cases that were in each aging bucket for each of the last four weeks. The Breakdown tab displays the agent and the number of cases on that date in the selected aging bucket. Select Column from the choice list for the best data format. 1. Navigate to Performance Analytics 2. Perform any of the following actions. • • Point your cursor to an element, such as a bar or pie segment, to see what the element represents. Click a segment to see more details about the element. Scroll up to view the information. The detail contains the following tabs, depending on the selected element. • • • • • • • Chart: the detail of the element displayed in a chart. You can use the controls on the upper right to add or change comments, targets, and thresholds. Breakdowns: the breakdown of the buckets used in the report. Select a chart type from the choice list on the upper right to see the data in another format. Records: The records that comprise the element you selected. You can view the detail of each record. Scores: the number of records for each week in the report. Comments: comments entered for this report. The tab is disabled unless comments exist. More info: A description of the logic that generates the report, how often the job runs, and when the data was last collected. If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. For more information about performance analytics and how to develop and modify widgets for your organization, see Performance Analytics concepts. Content packs for HR Performance Analytics Scoped Content packs contain preconfigured best practice dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices. Note: You can activate Performance Analytics content packs and in-form analytics on instances that have not licensed Performance Analytics Premium to evaluate the functionality. However, to start collecting data you must license Performance Analytics Premium. © 2018 ServiceNow. All rights reserved. 145 Istanbul ServiceNow HR Service Management Content packs The Performance Analytics widgets on the dashboard visualize data over time. These visualizations allow you to analyze your business processes and identify areas of improvement. With content packs, you can get value from Performance Analytics for your application right away, with minimal setup. Note: Content packs include some dashboards that are inactive by default. You can activate these dashboards to make them visible to end users according to your business needs. To enable the content pack plugin for HR Performance Analytics Scoped, an admin can navigate to System Definitions Plugins and activate the Performance Analytics - Content Pack - Human Resources Scoped App plugin. Note: This content pack applies to the scoped Human Resources application and not the Human Resources application available in earlier releases. HR Workday Integration Scoped HR Workday Integration Scoped synchronizes employee profile information between the scoped version of HR Service Management and Workday. You need a Workday account with administrative privileges to configure the Workday integration. The instance supports Workday API version 24.1. Note: The base system supports Workday 24.1. Other versions should be tested in your development environment before attempting to use in your production environment. How Workday integration works Workday is the primary source of all employee data. After employee information is entered into Workday and integration on the instance is enabled, SOAP web services are used to pull data from Workday on a schedule. The data is then populated in the HR Profile [sn_hr_core_profile], user [sys_user], Job Profiles [hr_job_profile], Department [cmn_department], and Location [cmn_location] tables. The data taken from Workday is contained in the Worker object. By default, the integration pulls the following data from the Worker object. • • • • Employee information, such as user name, first and last name, and email addresses Location Department Job profile In the Workday integration transform maps, view the information pulled from the Workday record and the corresponding fields that are populated in the HR profile. For each Workday transform map, the source and target tables are listed and you can view the scripts that are run. When the integration script is processed, all HR profiles are created and activated, even if all data is not present. If a mandatory field is not populated during the import, it must be filled in the next time the record is updated. The integration also supports automatic record updates based on future dates for events such as employee onboarding, offboarding, transfers, or promotions. After you add information in Workday for a new employee, the instance retrieves the employee data at the scheduled pull and creates the user and HR records. But, it does not activate the records until the onboard date. © 2018 ServiceNow. All rights reserved. 146 Istanbul ServiceNow HR Service Management Offboarding works in a similar manner. When a termination date is set for an employee in Workday, the system automatically inactivates the user profile and HR record on the day after the termination date. Synchronizing HR profile information with Workday Workday integration can synchronize, or push, updates to specific fields that are made in the HR profile. The push runs after the updated information is pulled from Workday. The fields that are pushed include first names, middle names, last names, address, phone numbers (up to 4), email addresses (work and personal), and prefixes. This synchronization helps maintain the status of contingent workers, such as contractors or temporary employees. This status is defined in an employee Workday record, and is maintained based on the employee type assigned in the HR profile. If the status of a contingent worker changes in Workday, for example, changed to permanent status, the HR profile is updated the next time the integration script runs. If you have defined custom contingent employment types in Workday, you must add them to the workday script include as shown. The contingent employment types listed are what Workday provides as a default. // Contingent Worker Employment Type workday.CONTINGENT_EMPLOYMENT_TYPE=['Consultant','Contractor','Vendor']; Set up HR Workday Integration Scoped You must subscribe to the scoped version of the Workday integration, and then configure it to synchronize employee profile information. The following topics provide the steps to activate and set up the Workday integration. Perform them in the order listed. Activate HR Workday Integration Scoped You can activate Human Resources Scoped App: Workday Integration [com.sn_hr_wday] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Scoped App: Workday Integration provides two-way integration with the Workday solution for your organization. It activates these related plugins if they are not already active. Table 40: Plugins for Human Resources Scoped App: Workday Integration Plugin Description Human Resources Scoped App: Core Provides basic HR features. [com.sn_hr_core] 1. 2. 3. Navigate to System Definition Plugins . Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin. © 2018 ServiceNow. All rights reserved. 147 Istanbul 4. ServiceNow HR Service Management If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Installed with HR Workday Integration Scoped Several types of components are installed with HR Workday Integration Scoped. Tables installed with HR Workday Integration Scoped HR Workday Integration adds the following tables. Table Description Workday HR CMN Department Interface Workday interface table for departments. [sn_hr_wday_hr_cmn_department_int] Workday HR CMN Location Interface Workday interface table for location. [sn_hr_wday_hr_cmn_location_int] Workday HR Job Profile Job profile data (code, level, position). [sn_hr_wday_hr_job_profile] Workday HR Job Profile Interface Workday interface table for job profile. [sn_hr_wday_hr_job_profile_int] Workday Data Import Workday interface for worker data. [sn_hr_wday_workday_data_import] Workday ID Cross Reference Maps Workday and SN primary keys. [sn_hr_wday_workday_id_cross_reference] HR Workday Job Tracker [sn_hr_wday_job_tracker] Tracks the workday sync jobs. When a run starts, a record is inserted in this table and updated at the end of the sync. The update includes the last run date and time and sync end date and time. Script includes installed with HR Workday Integration Scoped Workday integration adds the following script includes. Script include Description workday The constants used by all the Workday integration scripts. workday_AbstractWrapper The abstract wrapper used to wrap scripts related to the Workday integration. workday_BaseFactory The base class providing wrappers for HR objects. workday_Base_Data_Retriever The wrapper class for main data retrieval script. © 2018 ServiceNow. All rights reserved. 148 Istanbul ServiceNow HR Service Management Script include Description workday_contact_loader The script to push contact data to Workday. workday_Data_Loader The wrapper class for the main data loader script. workday_department_retriever The data retrieval script that obtains department information from Workday. workday_department_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for departments. workday_Factory The customizable class providing the correct Workday script wrapper type. Modify this class when adding wrapper implementations. workday_future_retriever The data retrieval script that obtains both onboarding and offboarding events from Workday. For example, if an employee is in the Workday system but is not active until a certain date, this retriever creates the user in the instance. The workday_worker_retriever script is what actually changes the employee to active when it runs. workday_job_profile_retriever The script to retrieve all job profiles. workday_job_profile_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for job profiles. workday_location_retriever The data retrieval script that obtains locations from Workday. workday_location_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for locations. workday_name_change The script to push name data to Workday. workday_sync The Workday data retriever. workday_worker_retriever The data retrieval script that obtains updated and effective changes related to workers. You can create a custom version of this script to get different information from Workday. workday_worker_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for workers. User roles installed with HR Workday Integration Scoped Workday integration adds the following role. © 2018 ServiceNow. All rights reserved. 149 Istanbul ServiceNow HR Service Management Role title [name] Description Contains roles Workday administrator Can edit workday integration properties. none [workday_integration_role] Scheduled jobs installed with HR Workday Integration Scoped Workday integration adds the following scheduled job. Scheduled job Description workday sync The schedule that the application follows to import data from Workday. By default, the schedule is set to run the import every day at midnight. Web services installed with HR Workday Integration Scoped Workday integration adds the following web service functions in Workday Web Service. Function Description Workday_Template Creates a SOAP envelope for the push request. Get_All_Departments Retrieves all worker information from the Worker object. Get_All_Job_Profiles Retrieves all job profiles from the Worker object. Get_All_Locations Retrieves all locations in your organization. Get_All_Workers Retrieves all worker information from the Worker object. Get_Effective_Workers Retrieves all effective worker information from the Worker object, including events that take place on a future date (the effective date). Get_Server_Timestamp Retrieves the timestamp from the server. Get_Updated_Workers Gets only updated information for workers. Get_Updated_Future_Workers Gets only updated information for onboarding workers. Transform maps installed with HR Workday Integration Scoped Workday integration adds the following transform maps. Transform map Description Workday_Data_Transform Defines the field relationships between fields for the Workday DS [workday_data_import] source table and the HR Profile [hr_profile] target table. Workday_Department_Transform Defines the field relationships between fields for the HR Department interface [hr_cmn_department_int] source table and the Department [cmn_department] target table. © 2018 ServiceNow. All rights reserved. 150 Istanbul ServiceNow HR Service Management Transform map Description Workday_Job_Profiles_Transform Defines the field relationships between fields for the Job Profiles interface [hr_job_profile_int] source table and the HR Job Profiles [hr_job_profile] target table. Workday_Locations_Transform Defines the field relationships between fields for the HR Locations interface [hr_cmn_location_int] source table and the Location [cmn_location] target table. Create integration system users in Workday for scoped HR Configure two system user accounts in Workday for integration with the scoped version of HR. One account is used for inbound integration, and the other is used for outbound integration. 1. 2. 3. Log in to Workday with the account that provides administrative privileges. Create the users and add them to a group by completing the following steps. a) Search for and open the Create Integration System User task. b) Configure and save two integration system users. c) Search for and open the Create Security Group task. d) In the Type of Tenanted Security Group field, choose Integration System Security Group (Unconstrained). e) Enter a group name and click OK. f) Select the users you created from the Integration System Users choice list and click OK, and then click Done. Add the integration security group to domains by completing the following steps. a) Search for domain: manage org and open the Manage: Organization Integration domain. b) Click the ellipsis (...) next to Manage Organization Information. c) In the window that opens, point to Domain and select Edit Security Policy Permissions. d) Under Integration Permissions, add the security group that you created and click OK. e) Repeat the previous steps to add the security group to the following domains: • • • • • • • • • • • 4. domain: Worker Data: public worker reports domain: Worker Data: Current Staffing Information domain: Worker Data: gender domain: Worker Data: Contingent Worker Assignment Details domain: Worker Data: Personal Data domain: Worker Data: Worker ID domain: Worker Data: Home Contact Information domain: Manage: Location domain: Manage: Organization Integration domain: Organization: Cost Center domain: Job Information Add the group to the business processes Contact Change and Name Change by completing the following steps. a) Search for contact change and click the ellipsis (...) next to Contact Change (Default Definition). © 2018 ServiceNow. All rights reserved. 151 Istanbul 5. ServiceNow HR Service Management b) In the window that opens, point to Business Process Policy and select Edit. c) Under Web Service Request, add the security group that you created and click OK. d) Repeat the previous steps to add the security group to Name Change. Activate Pending Security Policy Changes by completing the following steps. a) Search for activate. b) Click Activate Pending Security Policy Changes. c) Enter a comment and click OK. Configure Workday integration properties in scoped HR After you set up the system user accounts in Workday, configure the integration properties on your instance, in the scoped version of HR. Role required: admin 1. Navigate to Integration-Workday Workday Properties . 2. Set the configuration options. Table 41: Workday integration properties Properties Description Auto create system users for imported employees Select this option to create user records in the User [sys_user] table when Workday users are not found in the instance user records. Push HR profile changes to Workday. Select this option to push changes made to contact information in the HR profile to update associated records in Workday. Auto update the contact information and name change by turning off the Workday business process. Select this option to allow the HR profile updates to skip the Workday business process and directly update the Workday record. Enable the debug log Select this option to print information to the system log. If checked then the transform runs without any data being persisted Select this option to run an import set transform before user data is written to the hr_profile table. You can view the results of the transform. When you are certain that the data import from Workday is correct, clear this option so the HR tables can be updated. © 2018 ServiceNow. All rights reserved. 152 Istanbul ServiceNow HR Service Management Properties Description Workday Endpoint URL Enter the Workday web service URL. Include v21.1 in the wsdl portion of the URL. For example: https://(server_name)/ccx/service/ (tenant_name)/Human_Resources/v21.1/? wsdl If you do not know your endpoint URL, contact Workday, or, if you have access to the Workday community, see Getting Started documentation for more information (requires login). Workday Integration Outbound User user name Enter the outbound integration user name you configured in Workday. Include @[tenant_name] after the user name. Workday outbound password Enter the corresponding password for the outbound Workday user. Workday Integration Inbound User user name Enter the inbound integration user name you configured in Workday. Include @[tenant_name] after the user name. Workday inbound password Enter the corresponding password for the inbound Workday user. Number of days to look ahead for getting onboarding and offboarding events Enter the number of days that the application looks ahead for an upcoming event in Workday to determine when to create or modify an HR profile record. The default is 28 days. For example: • • You create a record in Workday for an employee starting in 30 days You keep the default setting of 28 days The user and HR profile records are created in two days and automatically set to Active when the employee comes on board. 3. Click Save. Configure a scheduled script to run the import in scoped HR The Workday integration for the scoped version of HR provides a scheduled script to run the data import. If it is not available on your instance, create one with this configuration. Role required: admin 1. 2. 3. Navigate to Integration-Workday Import Schedule . Click New. Complete the form with these values. © 2018 ServiceNow. All rights reserved. 153 Istanbul ServiceNow HR Service Management Field Value Name Enter a descriptive name for the web service, such as workday sync. Active Select this check box to activate the web service for use. Run Select how often the scheduled script extension runs. Retrieve employee data as often as it is typically updated in Workday. Time or Day Select the time of day or the specific day of the week that the script runs. Conditional Leave this check box unselected. Run this script Enter the following script to execute: workday_Factory.wrap("workday_sync").exec(); 4. Click Submit. Customize the data retrieval script include in scoped HR You can modify the default script includes to get additional data from Workday, in the scoped version of HR. Role required: admin 1. 2. 3. Navigate to Integration-Workday Script Includes . Open the workday_Factory script. Modify the script as necessary. Use any of the following examples. The following customization of the workday_Factory script calls the newly created cust_workday_worker_retriever class. workday_Factory.getWrapperType=function(scriptName){ var overridenWrapperType = workday_Factory.registeredClassesInternal[scriptName]; if(overridenWrapperType){ return overridenWrapperType; }else{ switch(scriptName +""){ case workday.WORKER_RETRIEVER: return cust_workday_worker_retriever;// This is the name of the new script include that extends workday_worker_retriever; default: return workday_BaseFactory.getWrapperType(scriptName); } } }; The following example is a customized version of the worker_retriever script named cust_workday_worker_retriever. In this example, the createUser function and the getUserName functions are customized. The createUser function sets the company value to a specific sys_id. The getUserName function returns a trimmed version of the source user name. The first name and the last name with a period (.) between them, such as john.doe displays. var cust_workday_worker_retriever =Class.create(); © 2018 ServiceNow. All rights reserved. 154 Istanbul ServiceNow HR Service Management cust_workday_worker_retriever.prototype= Object.extendsObject(workday_worker_retriever,{ createUser:function(source, userName){var destRec = workday_worker_retriever.prototype.createUser.call(this, source, userName); if(destRec){ destRec.setValue('company','92f199bd0a0a3cba010e1fcc114bf137'); return destRec;}}, getUserName:function(source){return source.u_wd_pref_first_name.trim()+'.'+ source.u_wd_pref_last_name.trim();}, type:"cust_workday_worker_retriever" Add information to the HR profile table in scoped HR The Worker object from which you obtain employee data provides additional information that you can save to the HR Profile table, in the scoped version of HR. Role required: admin 1. Modify the integration table and transaction table: a) Navigate to System Definition Tables . b) 2. Use the system dictionary to add a column in both the appropriate integration table and the transactional table in the instance. For example, to add employee data such as Seniority Date, add a column in both the Workday DS [sn_hr_wday_data_import] table and the HR Profile [sn_hr_core_profile] table. Modify the XPATH script include: a) Navigate to Integration - Workday Script Includes and open the appropriate XPATH map script include. For example, if you are adding employee data to the HR Profile table, open workday_worker_xpath_map. b) Add the Workday information item you want to import. For example, to add worker nationality: colToXPathMap.wd_nationality = "wd:Worker_Data/wd:Personal_Data/ wd:Citizenship_Status_Reference/wd:ID[@wd:type='Citizenship_Status_Code' 3. Some of the additional information that you want to import is already in the script includes, but is commented out. You can remove the comment marks to import the information. Modify the transform map: a) Navigate to Integration - Workday Transform Maps and open the appropriate transform map, such as Workday_Data_Transform. b) In the Field Maps related list, click New. c) In the Source field, select the field you created in the integration table. d) In the Target field, select the field you created in the instance transactional table, such as the HR Profile table. e) Click Submit. © 2018 ServiceNow. All rights reserved. 155 Istanbul ServiceNow HR Service Management Modify the import schedule in scoped HR You can modify the import schedule, or run on-demand imports from the import script, in the scoped version of HR. Role required: admin 1. 2. 3. Navigate to Integration- Workday Import Schedule . Open workday_sync. Change the Run value to the frequency you want and modify the Time that the import script runs. 4. 5. 6. To deactivate the script and pause the data import, clear the Active check box. To run the script on demand, click Execute Now. When you are finished modifying the schedule, click Update. HR Service Management Non-Scoped Welcome to the non-scoped version of HR Service Management. This version is only available for customers that went live with HR in Helsinki or earlier. Beginning with Istanbul, new features and functionality are no longer supported and require migration to the scoped version of HR. You will deploy: HR Service Management Non-Scoped on page 156 HR Service Management Non-Scoped allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests. You can also deploy: HR Service Portal Non-Scoped on page 264 HR Service Portal Non-Scoped provides a single place for employees to quickly and easily get all the HR services they need. You can also deploy any of the following supporting applications: • • HR Performance Analytics Non-Scoped on page 304 measures key performance indicators to track HR performance over time. It requires a separate premium subscription to the Performance Analytics application. HR Workday Integration Non-Scoped on page 306 synchronizes employee profile information between the non-scoped version of HR Service Management and Workday. HR Service Management Non-Scoped The HR Service Management application allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests in the non-scoped version of HR. Explore Set up Administer • • • • Understanding HR Service Management Non-Scoped on page 172 HR Service Portal NonScoped on page 264 Activate HR Service Management Non-Scoped on page 157 HR Administration for nonscoped HR on page 191 © 2018 ServiceNow. All rights reserved. 156 Istanbul ServiceNow Use Develop Integrate • • • • • HR Case Management for non-scoped HR on page 237 Developer training Developer documentation Installed with HR Service Management Non-Scoped on page 157 • HR Service Management HR Performance Analytics Non-Scoped on page 304 HR Workday Integration NonScoped on page 306 Troubleshoot and get help • • • Ask or answer questions in the Human Resources community Search the HI Knowledge Base for known error articles Contact ServiceNow Support Activate HR Service Management Non-Scoped You can activate Human Resources Application: Core [com.snc.hrc.core] for the non-scoped version of HR if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Application: Core provides basic HR features. 1. 2. 3. Navigate to System Definition Plugins . Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. 4. If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin. If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Installed with HR Service Management Non-Scoped Several types of components are installed with HR Service Management in the non-scoped version of HR. Tables installed with HR Service Management Non-Scoped Human Resources Application: Core plugin adds the following tables. Table Description HR Case Model The product models used for HR case record producers. [cmdb_hr_case_product_model] © 2018 ServiceNow. All rights reserved. 157 Istanbul ServiceNow HR Service Management Table Description HR Task Model The product models used for HR task record producers. [cmdb_hr_task_product_model] HR Assignment Data Lookup The details of who HR cases can be assigned to. [dl_hr_assignment] HR Case The details of a submitted HR case. [hr_case] HR Category [hr_category] HR Document Acknowledgement [hr_document_acknowledgement] HR Document Template [hr_document_template] HR Contact [hr_emergency_contact] Employment History [hr_employment_history] Position [hr_position] HR Profile [hr_profile] HR Task [hr_task] HR Case Flow The categories that can be assigned to HR cases, used for assignment and reporting. Record that a preboarding employee has signed an online document. Templates for generating HR documents as PDF files in HR cases. The name and contact information for emergency contacts. The details of emergency contacts, displayed in the hr_profile record for a sys_user. Contains a reference to Profile [hr_profile]. The details of employment history, displayed in the hr_profile record for a sys_user. Contains a reference to Profile [hr_profile]. The job positions and a reference to the departments the positions are part of. The details of a profile for an employee that contains sensitive information. The details of a task associated with a particular HR case. The details of HR case state flows. [sf_hr_case] HR Task Flow The details of HR task state flows. [sf_hr_task] HR link The details of HR links. [hr_link] HR links for template lookup The details of HR links for looking up templates. [hr_m2m_link_template_lookup] © 2018 ServiceNow. All rights reserved. 158 Istanbul ServiceNow HR Service Management Table Description HR todo tasks for template lookup The details of to-do tasks for looking up templates. [hr_m2m_task_template_lookup] Task templates The details of looking up templates. [hr_template_lookup] Content Block Open Header [content_block_open_header] Signature Image Contains images of captured signatures. [signature_image] Table 42: Tables for PDF generator Table Description General Element The formats used by the PDF generator that can be used to customize the template for the PDF document. [general_elements] General List A list of the properties and query used to generate the PDF document, for example, the employment verification letter. [general_list] Roles installed with HR Service Management Non-Scoped Human Resources Application: Core plugin adds the following roles. Role title [name] Description Contains Roles HR specialist Can create and update HR cases. • hr_case_writer Can create and update HR cases. • hr_case_writer Can create and update HR cases. • hr_specialist Can create and update HR cases. • hr_specialist hr_specialist HR generalist hr_generalist HR recruiter hr_recruiting HR payroll specialist hr_payroll © 2018 ServiceNow. All rights reserved. 159 Istanbul ServiceNow HR Service Management Role title [name] Description Contains Roles HR manager Full control over all HR functions. • • • • • • • • All hr_basic roles survey_admin hr_position_writer hr_profile_reader hr_case_reader hr_task_reader catalog_admin skill_admin Full control over all HR functions. • hr_manager Can read HR assignment rules. • None Can update HR assignment rules. • hr_assignment_reader Full control over all human resources data and can administer territories and skills. • • • • • • • • • • all HR roles territory_admin skill_model_admin survey_admin catalog_admin template_admin skill_admin knowledge_manager assignment_rule_admin model_manager Can create, update, and delete HR cases. • • • • • • • • document_management_user hr_case_writer hr_kb_writer hr_profile_writer hr_task_writer skill_model_user skill_user survey_reader Can read HR cases and HR profiles. • • • hr_read hr_profile_reader hr_task_reader Can read and create HR cases. • hr_profile_reader hr_manager Director of HR hr_director Assignment rule reviewer hr_assignment_reader Assignment rule updater hr_assignment_writer HR system administrator hr_admin HR agent hr_basic HR case reviewer hr_case_reader HR agent hr_read © 2018 ServiceNow. All rights reserved. 160 Istanbul ServiceNow HR Service Management Role title [name] Description Contains Roles HR case worker Can create and update HR cases. • • hr_case_reader hr_task_writer Can approve HR cases. • approver_user Can read HR tasks. • None Can create and update HR tasks. • hr_task_reader Can read HR profiles. • None Can create and update HR profiles. • hr_profile_reader Can create, update, and delete HR position records. • None Can create and update HR knowledge articles. • None Can edit the HR Portal header. • None hr_case_writer HR approver hr_approver_user HR task reviewer hr_task_reader HR task worker hr_task_writer HR profile reviewer hr_profile_reader HR profile specialist hr_profile_writer HR position specialist hr_position_writer HR knowledge article writer hr_kb_writer Content formatter [content_block_open_header_user] User groups installed with HR Service Management Non-Scoped Human Resources Application: Core plugin adds the following user groups. User group Description HR Parent to other HR groups. It grants the HR manager role, and its child groups inherit the HR manager role. HR Benefits Group members administer HR benefits. Inherits the HR manager role. HR Employee Relations Group members administer employee relations. HR Investigations Group members investigate HR cases. Inherits the HR manager role. HR Leadership Group members manage HR teams. Inherits the HR manager role. HR Payroll Group members administer HR payroll. Inherits the HR manager role. HR Recruiting Group members perform recruiting and hiring activities. © 2018 ServiceNow. All rights reserved. 161 Istanbul ServiceNow HR Service Management User group Description HR Systems Group members grant system access, perform system password resets, create system reports, and provide HR Service Portal HR VIP Watchlist Members of this group are added to the watchlist of HR cases for VIP users. No roles are granted. Script includes installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following script includes. Script include Description GeneralHRForm Implementation script for the HR employment verification letter. hr Container for commonly used values. GenericHierarchyProcessor Displays hierarchical data based on a parent child relationship. hr_Case Wrapper class for HR Case records. hr_CaseAjax Wrapper class for HR Case Ajax requests. hr_Task Wrapper class for HR Task. hr_Profile Wrapper class for HR Profile records. hr_SysUser Wrapper class for HR functionality on sys_user records. hr_Utils Generic functionality for the HR application. hr_Configuration Manages data reviewed by the HR Configuration option HR profile fields that users or managers can edit without HR approval hrUserAuthentication Verifies that users have access to documents that they are being asked to acknowledge. hr_AssignmentRulesSecurityManager Wrapper for Assigned Rules security. hr_KnowledgeSecurityManager Wrapper class for HR Knowledge Base articles security. hr_KnowledgeM2MSecurityManager Wrapper class for Attached Knowledge related list security on hr_case form. hr_EmergencyContactSecurityManager Wrapper class for HR Profile Emergency Contact security. hr_EmploymentHistorySecurityManager Wrapper class for HR Profile Employment History security. hr_PositionSecurityManager Wrapper class for HR Position security. Client scripts installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following client scripts. © 2018 ServiceNow. All rights reserved. 162 Istanbul ServiceNow HR Service Management Client script Table Description Reset priority on opened_for change HR Case Adjusts HR case priority based on whether or not the user is a VIP. Auto populate fields HR Case [hr_case] [hr_case] Populate profile and assignment group HR Case Custom Knowledge Search HR Case [hr_case] [hr_case] End date must be after start date HR Employment History Enforce unique user HR Profile [hr_employment_history] [hr_profile] Hide Record Producer variables HR Case [hr_case] Highlight VIP employee HR Case [hr_case] Populate Category using template HR Case Populate fields using sys_user HR Profile [hr_case] [hr_profile] Populate HR profile onChange HR Case [hr_case] Populate Opened for field onChange HR Case Populate template using category HR Case Start date must be before end date HR Employment History [hr_case] [hr_case] [hr_employment_history] Automatically sets location and department fields in HR cases, based on details from the user associated with that record. Populates the Assignment Group and HR profile fields (if the Opened for user has an HR profile) in an HR case. Custom knowledge search in the HR case form view. Validates that the employment end date is not before the employment start date. Prevents creating a new profile when the selected user already has an HR profile. Hides record producer variables which would otherwise be displayed in the HR case form view. Formats an HR case for a VIP user in the HR case list. Populates the category based on the selected HR template. Updates fields in a new HR profile record when an existing user is selected. Updates the HR profile fields in an HR case automatically when the opened for user is changed. Updates the Opened for field when a profile is added to an HR case. Populates the template on an HR case when a category is changed. Validates that the employment start date is not after the employment end date. © 2018 ServiceNow. All rights reserved. 163 Istanbul ServiceNow HR Service Management Client script Table Description Field Access [onLoad] hr_profile Sets HR Profile fields to read only if the user does not have the hr_case_writer role. update manager when department changes hr_case When the Department field is updated, sets the Manager field if the case is an Onboarding case. Set Category hr_document_template Sets the default value for the Category field to Employment Verification. Clear task on change of user hr_document_acknowledgement Disassociates the document asknowledgement if the user in the referenced task is changed. EnforceFields hr_case Ensures that the form cannot be submittted unless the mandatory fields are completed. Populate Department from Position hr_case When the Position field is updated, sets the Department field if the case is an Onboarding case. Validate Email Address on submit hr_emergency_contact Ensures the email address is valid when the form is submitted. Make Ack Type mandatory in HR Task. hr_task Make the Acknowledgement type field mandatory when assigned to an Opened for user on the HR case. User field is only writable for hr_admin hr_profile User field on the hr_profile form is read-only for all the users except for hr_admin users. Business rules installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following business rules. Business rule Table Description Assigned HR Case [hr_case] Invokes the state flow process for HR cases. #Ready for work (approval off) Ready for approval Ready for work (approval on) #Start work #Cancellation © 2018 ServiceNow. All rights reserved. 164 Istanbul ServiceNow HR Service Management Business rule Table Description Accept HR Task [hr_task] Invokes the state flow process for HR tasks. HR Case [hr_case] Loads the HR case types and associated categories and maps the template to the case type. Add HR Supervisor to watch list HR Case [hr_case] Adds members of the HR VIP Watchlist group to an HR case when the user is a VIP. #Add User Acceptance State HR Case [hr_case] Places an HR case into Waiting for user acceptance state. #Auto-assessment business rule HR Case [hr_case] Triggers an HR survey when the case is closed or canceled. #Clear durations HR Case [hr_case] Clears the Duration value on hr_case records when the case is reactivated (when Active changes to true on a record inserted or updated). Close HR task HR task [hr_task] Closes the HR task that was created to request documentation from an employee when the employee replies to the email and attaches the file. Display action required HR Case [hr_case] Displays HR has requested some actions on your part message. Display Ready for Work message HR Case [hr_case] Displays a message if the HR case is in draft state instructing the agent to start work. Display reminding message on HR case HR Case [hr_case] Checks the access level of the current user and displays appropriate information in the HR case. If the admin is impersonating a user, display a message that they are not allowed access. Enforce unique user HR Profile [hr_profile] Ensures that a duplicate HR profile is not entered for a user. Assigned #Cancel cleanup Ready for work Reassign Resume HR case Start work Add categories to scratchpad © 2018 ServiceNow. All rights reserved. 165 Istanbul ServiceNow HR Service Management Business rule Table Description Exit survey trigger HR Task [hr_task] Sends a link to the exit survey when the exit survey task state changes to Work in Progress. Notify HR Case owner when all task close HR Task [hr_task] Sends a notification to the HR case assigned-to agent when all HR tasks are complete. Populate case SLAs Task SLA [task_sla] Inserts a Service Level Agreement timer when an HR case is active. Reassignment counter for Case HR Case [hr_case] Counts the number of times the case is reassigned. Remove HR Supervisor from watch list HR Case [hr_case] Removes HR VIP Watchlist group members from an HR case when the user is no longer a VIP. Restrict query HR Case [hr_case] Amends the query used to get HR case records to display in list view. Restrict query HR Task [hr_task] Amends the query used to get HR task records to display in list view. Restrict query Emergency Contact [hr_emergency_contact] Amends the query used to get records to display in list view. Restrict query Employment History [hr_employment_history] Amends the query used to get records to display in list view. Send hr_case events HR Case [hr_case] Adds events to the event queue when records are inserted or updated. Set HR mailto System properties [sys_properties] Sets the email address specified in the Configuration module when the user selects Email HR on the HR Portal. Set user fields HR Case [hr_case] Sets the Opened for value on an hr_case record when the record is inserted or updated. Start HR User Acceptance timer HR Case [hr_case] Starts the timer when an HR case is resolved. The user is notified to accept the resolution and close the case. With no user response, the case is automatically closed when the time ends. #Synchronize fields to hr_profile User [sys_user] Synchronizes fields between associated hr_profile and sys_user records on update of the sys_user record. © 2018 ServiceNow. All rights reserved. 166 Istanbul Business rule Table ServiceNow HR Service Management Description #Synchronize fields to sys_user HR Profile [hr_profile] Synchronizes fields between associated sys_user and hr_profile records on update of the hr_profile record. Update durations HR Case [hr_case] Sets the Duration value on hr_case records when the case becomes inactive (when Active changes to false on record inserted or updated). #Update HR Case percent complete Task [task] Updates the task percent complete for an HR case based on the state of associated HR tasks. Update name field HR Profile [hr_profile] Updates the Name value on an hr_profile record if the First name or Last name value changes when a record is inserted or updated. #Validate end date is after start date HR Profile [hr_profile] Validates that Employment end date is after Employment start date when any of the two values changes when an hr_profile record is inserted or updated. #Validate opened_for against hr_profile HR Case [hr_case] Updates the Opened for value on hr_case records when State is not Requested and the record is updated. ValidateChanges HR Task [hr_task] Ensures that changes are valid. #Verify Work Notes HR Case [hr_case] Requires that work notes are entered when the HR case state changes. #Verify Work Notes HR Task [hr_task] Requires that work notes are entered when the HR task state changes. Email notifications installed with HR Service Management Non-Scoped Human Resources Application: Core uses the following email notifications. All are based on the HR Case [hr_case] table. Script action Description HR Case opened Sends an email to the caller and the user who enters the case when Active is true on record inserted. HR Case created from email Sends an email to the sender when an HR case is created from an inbound email action. © 2018 ServiceNow. All rights reserved. 167 Istanbul ServiceNow HR Service Management Script action Description HR Case assigned to me Sends an email to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Case assigned to my group Sends an email to the assignment group members when Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Case commented Sends an email to the creator, the caller, the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Case resumed Sends an email to the assigned user when an HR task is closed complete and the HR case is automatically resumed. HR Case changed Sends an email to the sender and the assigned user or group when the state, assignee, assignment group, or work notes are changed in an HR case. HR Case worknoted Sends an email to the assigned user when Active is true AND Assigned to is not empty AND Work notes changes AND On record updated. HR Case closed Sends an email to the creator, the caller, the assigned user, and members of the watchlist when Active is false AND On record updated. HR Company welcome email Sends an email to the HR profile manager on an event fired by the Employee Onboarding HR Workflow. HR Task assigned to me Sends an email to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Task assigned to my group Sends an email to the assignment group members when Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Task commented Sends an email to the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Task closed Sends an email to the user assigned to the HR case when Active is false AND On record updated. © 2018 ServiceNow. All rights reserved. 168 Istanbul ServiceNow HR Service Management Script action Description HR Task changed Sends an email to the event creator and the users defined in event parms 1 and 2 when the hr.task.changed event is fired. HR Employment Verification Sends an email to the third party who requested the employment verification letter. Events installed with HR Service Management Non-Scoped Human Resources Application: Core registers the following events. Event Description hrc.case.resume Triggers when an HR task is closed and the HR case is resumed. hrc.request.changed Triggers when the state, assignee, assignment group and work notes are changed. hrc.request.email.creation Triggers when a request is inserted from an email. hrc.task.changed Triggers when the state, assignee, assignment group and work notes are changed. hrc.task.closed Triggers when a task is closed complete, but the parent case is not resumed and one or more tasks are still pending. hr_case.approved Triggers on approval of an HR case. hr_case.assignment_group.changed Triggers when the assignment group is changed. hr_case.commented Triggers when a comment is added to an HR case. hr_case.emp_verification Triggers from a UI action for employment verification to send the employment verification email to the requestor. hr_case.inserted Triggers on insertion of an HR case. hr_case.inserted.assigned Triggers on insertion and auto-assignment of an HR case. hr_case.inserted.unassigned Triggers on insertion of an HR case that is not auto-assigned. hr_case.updated Triggers when an HR case is updated. hr_case.welcome_email Triggers on insertion of an onboarding case to send the welcome email for a new employee. HR skills installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following HR skills. HR skill Description Employee Career Provides guidance about an employee's career path © 2018 ServiceNow. All rights reserved. 169 Istanbul ServiceNow HR Service Management HR skill Description Employee Offboarding Manages offboarding cases to ensure all tasks are completed Employee Onboarding Manages onboarding cases to ensure all tasks are completed Employee Relations Assists employees with employee relations cases Employee Transfer Manages process for transferring employees to ensure all tasks are completed Exit Interviews Interviews offboarding employees to ensure compliance and collect feedback Hiring Manages processes, such as personnel requisitions, for the hiring of new employees HR Is contained within all HR skills. HR Benefits Assists employees with benefits cases HR Policy Assists employees with questions about company policies HR Systems Manages HR systems, such as payroll, learning management system, and employee database Leave of Absence Assists employees to schedule leaves of absence, such as maternity leave Payroll Assists employees with payroll questions and issues Spanish Language Speaks Spanish, and can act as a translator if needed Time Tracking Assists employees with timecard questions Vacation/Leave Assists employees with vacation or leave questions HR catalog items installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following HR catalog items. HR catalog item Description 401(k) benefits Submit a question about 401(k) benefits. For example: How much can I contribute? or When will withdrawals start? Career guidance Submit a question about your career at the organization. For example: What is required to be considered for a promotion? Employee information changes Enter and submit changes to your HR profile information, such as a new personal email address. Some fields update automatically, and others are updated by an HR agent. © 2018 ServiceNow. All rights reserved. 170 Istanbul ServiceNow HR Service Management HR catalog item Description Employee offboarding Submit an offboarding request for an employee who is leaving the company. Variables include the employee who is leaving, the offboard type, and the employment end date. Employee onboarding Submit an onboarding request for a new hire that is due to start in the future. Variables include HR profile information, employment information, and personal information. Employee relations questions Submit a question about employee relations. For example: My office mate talks too loudly on the phone all day long. Employment verification Submit a request to have an employment verification letter generated and sent to a thirdparty contact, such as a bank loan officer. Variables include the name of the institution, contact name and info, and email address. General Submit a question about benefits that are not covered by the other catalog items. For example: Does the company have a discount program? Grievance Submit a case describing an occurrence or situation that needs to be addressed. For example: Someone is smoking cigarettes every afternoon in the 2nd floor bathroom. Leave of absence Submit a request for a leave of absence. Variables include the type of leave and when it starts and ends. Life events Submit a question about life events such as marriage or domestic partnership. Medical/dental/vision Submit a question about your health coverages, such as what you need to do to cover your domestic partner. Payroll Submit a question about payroll. For example: How do I change my W2 deductions? Retirement Submit a question about retirement benefits and options, such as how many years must you have with the company to qualify for retirement. Tuition Submit a request for tuition reimbursement following your company guidelines. Variables include the educational institution, class taken, completion date, and the tuition amount. Vacation Submit a question about vacation policies, such as when you get an additional week per year. © 2018 ServiceNow. All rights reserved. 171 Istanbul ServiceNow HR Service Management Understanding HR Service Management Non-Scoped HR Service Management for the non-scoped version of HR benefits your enterprise by automating standard HR processes within your organization that support relationships between employees and the HR department. Who uses HR Service Management? The enterprise HR department uses the HR Service Management application. An enterprise HR department is composed of many areas, such as employee relations, benefits administration, policy enforcement, recruitment and employment, and performance management. The members of a large HR organization typically include: • • • • HR specialists who specialize in one or more HR disciplines. For example, the benefits area has specialists in insurance administration, leave and vacation time, and employee stock purchase. HR generalists who work with a business group or in a geographical region to assist employees with questions, careers, performance management, and other employee relations requests. HR managers who monitor and measure the effectiveness of the HR group in supporting employees across the organization. They also ensure that the enterprise is compliant with federal, state, and local regulations. HR systems administrators who configure and maintain systems such as the central employee database, payroll, learning and performance management system, and others, including the Human Resources application. How do you use HR Service Management? The HR Service Management application enhances and supports your enterprise. The relationships between your employees, IT, and the HR department are supported in numerous ways: • • • • • Employees can use the HR Service Portal Non-Scoped on page 264 or catalog to submit questions and other requests to the HR department. If you use the Connect Support feature, employees can chat with an HR agent who is monitoring the HR chat queue. See Connect Support. HR staff can create, manage, and view HR cases to answer questions and process the requests that employees submit. HR managers can run reports and view overview information to monitor and manage work done by the HR department. HR and corporate IT administrators can more effectively manage the company HR systems, such as the payroll and performance management systems, through the Enterprise Configuration Management Database (ECMDB). How do you benefit from HR Service Management? Your entire organization benefits by using the application in the following ways: Automates standard HR processes Several typical HR processes are automated. This automation reduces the number of checklists, email exchanges, and phone calls performed by the HR team. Improves employee access Employees access HR services through a service catalog, rather than having to write individual © 2018 ServiceNow. All rights reserved. 172 Istanbul ServiceNow HR Service Management emails, make phone calls, or personally visit HR for each request. Tracks requests and progress HR managers use reports and views to help them understand the work their staff is performing to support the company. Employees can see the status of their requests. Integrates with other services Human resources processes can include both HR tasks and tasks for other teams, to provide significant service delivery improvements. HR Service Management terminology The following terminology is used for the application. Term Definition HR Criteria Way to select groupings of HR and System users based on criteria HR Services List of HR Services HR Topic Categories List of HR Service Topic Categories HR Relationships User relationships with each other HR Positions Positions available in company table HR Assignment Tier Definition Specifies escalation hierarchy HR Group Roles List of groups that have HR group roles HR Email Scripts List of all HR email scripts HR User Roles List of users who have HR user roles HR Templates Templates for Case record creation based on catalog item Client Role Rules Specifies the rules to generate client roles HR Topic DetailsList of HR Service Topic Details HR Service Options List of HR Services options that affect case creation HR Departments Departments available in company table HR Locations Locations available in company table HR Chat Queues List of HR chat queues HR Surveys Surveys used by HR application HR Links External links used by HR application HR Properties System properties used in HR Application HR Email Templates List of all HR-related email templates HR Knowledge Bases Knowledge bases used by HR application HR Knowledge Articles Knowledge articles used by HR application © 2018 ServiceNow. All rights reserved. 173 Istanbul ServiceNow HR Service Management Term Definition HR Notifications Email notifications used by HR application HR Service Catalog Categories Service catalog categories used by HR application HR Service Catalog Items Service catalog items used by HR application HR Document Templates Document templates for document content used in HR application HR Groups Groups used by HR users HR Skills Skills available to company users HR Roles Roles used by HR users HR Benefit Provider / Plans Benefit providers and plans used by HR Benefits service HR Benefit Type Benefit types used by HR Benefits service Disciplinary Issue Types Disciplinary issue types used by HR Employee Relations service Disciplinary Warning Types Warning types used by HR Employee Relations service HR System Report Frequencies System Report Frequencies defined for HR Systems Service HR System Report Types HR System Report types used by HR System service Implementation guide for non-scoped HR To implement the non-scoped version of HR, HR management works with IT staff to set up HR data and configure the application to work with the organization’s HR processes. The following topics provide planning, configuration, and implementation guidelines for a successful rollout to your organization. HR and IT implementation team for non-scoped HR Begin by assembling the team of HR staff who can make decisions about the configuration of the application and the IT staff who can configure the application, for the non-scoped version of HR. On the implementation team, include HR and IT staff who can handle the following responsibilities. HR project manager The project manager understands the department systems and processes, and will be responsible for the timeline, budget, communications, and so on. HR IT administrator This is typically someone who manages existing HR systems and who will manage the configuration of the Human Resources application. HR managers Managers who represent different HR functions, such as benefits, payroll, and employee relations. Other stakeholders Others who must give approval, provide input, or sign off for a successful implementation. For example, the training organization. © 2018 ServiceNow. All rights reserved. 174 Istanbul ServiceNow HR Service Management Implementation decisions for non-scoped HR With the HR implementation team, make decisions about system configuration, for the non-scoped version of HR. As a team, discuss the following topics. You may need help from your account manager or from other internal groups for some of the discussions. Integration If you have an existing HR employee database, such as Workday, decide whether to integrate it with the HR profile database. You can activate a Workday plugin to import HR employee data and keep the two systems synchronized. If you use a different system, you may need to use professional services to help with integration. Process flow Decide whether to use state flows or workflows to drive the process for resolving HR cases. HR knowledge bases Determine whether to set up HR knowledge bases prior to rollout, meaning you have HR documents available through the knowledge base before employees begin submitting HR cases. An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on. When an employee submits a case, the knowledge base is searched based on keywords the employee is entering in the short description. With a detailed knowledge base, the question may be answered without the need to submit the case. You can also define multiple HR knowledge bases for different sets of employees. For example, create one knowledge base for U.S. employees and another knowledge base for Mexico employees because policies, holidays, and so on, may be different. Assignment of HR cases and tasks Determine how you are going to assign HR cases and tasks to HR agents. Review the following information to understand the assignment process and become familiar with predefined items and options. • • • • • Current HR processes How cases and tasks are assigned in nonscoped HR on page 179 User groups installed with HR Service Management Non-Scoped on page 161 HR skills installed with HR Service Management Non-Scoped on page 169 HR catalog items installed with HR Service Management Non-Scoped on page 170 Configuration in non-scoped HR on page 228 Outline important HR processes such as your organization's onboarding and offboarding processes. Compare the processes to those © 2018 ServiceNow. All rights reserved. 175 Istanbul ServiceNow HR Service Management that are predefined with the Human Resources application, and identify how the predefined processes must be modified. Identify other processes you must configure. Service level agreements (SLA) Decide how long different types of HR cases should take to resolve, and use this info to define HR service level agreements (SLAs) for tracking the effectiveness of your HR processes. HR rollout As part of the planning process, determine how you will roll out HR to employees, and what training is needed. Consider the following questions. • • • • Will you roll it out to groups of employees in phases? Will you roll out parts of it in phases? For example, in the first phase, all employees can submit simple HR inquiries. The second phase includes training and implementation of the automated processes, such as onboarding and offboarding. How will you get employees excited about the new HR process so they will want to use it? What training will each type of user, such as those listed below, need? • • • • • End users who submit HR requests HR agents who work on cases HR approvers who need to respond in a timely manner HR managers who want to track and monitor HR case activity Other stakeholders not listed State flows vs. workflows in non-scoped HR One configuration setting available for the Human Resources application is whether to automate state flows. If you do not automate state flows, you can manually change the state of HR cases as work is completed, or use workflows to automate the processes. Definitions State flows State flows customize transitions from one state to another in tables derived from the Task [task] table. The system is configured to perform work during transitions to specific states. An example of a state transition is when the State field in a case changes from the Ready state to Work in Progress. When you create a state flow, the system automatically replaces the usual programming elements that control task states with customizable business rules, client scripts, and UI actions that give you a wide range of processing options. You can configure custom state transitions to occur © 2018 ServiceNow. All rights reserved. 176 Istanbul ServiceNow HR Service Management automatically or manually and in any order. You can create business rules and UI actions that only appear and take effect for certain states. Workflows A workflow provides the same customization of processes, however, workflow activities can be based on triggers other than state changes. If you use a workflow, you define activities to change the state but can include other activities such as setting a timer for an action to be taken, adding messages to the activity stream, and initiating another workflow. You create and modify workflows in the Workflow Editor, where the entire workflow is represented graphically in one screen, as shown in this example HR workflow: © 2018 ServiceNow. All rights reserved. 177 Istanbul ServiceNow HR Service Management Figure 17: Example HR workflow Understanding the state flows and workflows installed with HR When Human Resources is activated, both state flows and workflows are installed. State flows are enabled by default in Human Resources Administration Configuration . © 2018 ServiceNow. All rights reserved. 178 Istanbul ServiceNow HR Service Management The following processes have defined workflows: Employee Change HR Workflow Checks first whether an approval is needed. If no approval is needed, or when approval is obtained, the profile is updated and the case is closed. If a change is rejected, the case is closed incomplete. Employee Onboarding HR Workflow Automatically creates an HR profile and sends approval request. When approval is obtained, creates the user record, sends a welcome email template to the new employee’s manager, and initiates the Employee Onboarding HR Tasks workflow. When tasks are complete, closes the case. If the onboarding case is rejected, the case is closed incomplete and the HR profile is marked inactive. Employee Onboarding HR Tasks When initiated by the onboarding workflow, creates onboarding tasks and assigns them as specified in the properties of each task. Employee Offboarding HR Workflow Sends approval request. When approval is obtained, initiates the Employee Offboarding HR Tasks workflow. When termination date is reached and tasks are closed, HR profile and user records are set to inactive. Employee Offboarding HR Tasks When initiated by the offboarding workflow, creates offboarding tasks and assigns them as specified in the properties of each task. HR Case User Acceptance After an HR agent completes a case, notifies the user to review and accept or reject the resolution. If the user accepts the resolution or does not respond within two business days, closes case. If the user rejects the resolution, notifies the HR agent. You can view the state flows by navigating to Human Resources State Flows . Each state flow indicates the starting and ending state when the state flow is processed. If you are just beginning to use HR, you can leave state flows enabled and if the workflows are not modified they will work with state flows without conflicts. How cases and tasks are assigned in non-scoped HR Understanding how HR agents are assigned to HR cases and tasks is important because it will help you set up auto-assignment to work as expected. This diagram illustrates the hierarchy of the assignment process. © 2018 ServiceNow. All rights reserved. 179 Istanbul ServiceNow HR Service Management Figure 18: HR assignment process 1. When the HR case is entered, an HR group is assigned from the HR case template or from an assignment rule. The HR case template assigns the group during case entry, before the case is submitted. An assignment rule assigns the group when the case is submitted, if the assignment group is empty. 2. When the case is submitted, the auto-assignment process evaluates the time zone, location, and skills of each member of the assignment group, depending on which configuration options are enabled. It also evaluates the workload, or number of cases assigned to each user. It assigns the closest matching assignment group member based on workload. The following predefined items support HR case and task assignment. Table 43: Predefined HR items Item Description HR groups Several HR groups are predefined, including HR, which is intended to contain all HR staff members. © 2018 ServiceNow. All rights reserved. 180 Istanbul ServiceNow HR Service Management Item Description HR case templates Case templates are used to create catalog items. A number of predefined catalog items are provided for common HR requests, such as tuition reimbursement and 401k questions. Most HR case templates assign HR as the assignment group. There are also HR task templates that are associated with the catalog items to create tasks for fulfilling HR cases. Both case and task templates can specify the assignment group. Assignment rules A predefined assignment rule assigns HR as the group when an HR case is submitted and there is no assigned group. The following auto-assignment options are configured in the HR Configuration module. Table 44: HR Configuration auto-assignment options Option Description Auto-selection of agents will consider time zone for tasks HR tasks are individual pieces of work that must be completed to resolve the HR case. HR tasks can be assigned to a time zone; if you assign a time zone, you can use the time zone of the task and the HR agent's location to auto-assign the agent. Auto-selection of agents will consider location of agents. If the organization is spread across two or more locations, and each has an HR team, you can use the HR agent's location. For example, a vacation question from an employee in Germany is assigned to a member of the Benefits group in the Berlin office. Auto-selection of agents for tasks requires them to have [all] [some] [none] skills Within a group, HR agents may specialize in an area. For example, on the Benefits team, some agents may know more about medical claims or leave requests. You select from [all] [some] [none] based on whether you assign and maintain HR skills. Implementation information required for non-scoped HR After deciding how to configure the HR application, obtain lists of the information to input or import into HR modules, for the non-scoped version of HR. Obtain these lists from existing systems or databases, or ask department heads to compile the list of information for their department. Use the information as outlined to develop lists that are ready for input into the Human Resources application. 1. Gather the following information. • • List of positions within your organization. HR areas of expertise, for example, benefits, payroll, policies, and so on. © 2018 ServiceNow. All rights reserved. 181 Istanbul 2. ServiceNow HR Service Management Use the list of HR areas of expertise to compile the following lists. HR roles Roles identify the parts of the system that each user can access. Typically, users are placed in groups and then roles are assigned to groups. Every user in a group receives the permissions assigned to the group. Several roles are predefined for you, such as HR admin, specialist, and generalist roles. Review the predefined roles and identify new roles you need to add. HR groups The HR group is predefined to contain all HR users. Identify the additional groups you need. You can often start with a list of the email groups defined in your organization. You can assign roles to a group, and every member added to the group is assigned the associated roles. Note: HR groups can be set up in a hierarchy. A user assigned to a child group gets the roles assigned to the parent and child groups. HR skills Compile a list of skills that HR users may have. These can be for areas of expertise and other skills, such as foreign languages spoken. You can assign skills to both groups and users. As with roles, skills assigned to groups are assigned to every member of the group. Note: HR skills can be set up in a hierarchy. A user assigned to a skill receives the skill and all skills that are contained by it. 3. Obtain a hierarchical list of HR users. For each user, identify the following information. The list will be used as an input document for the HR implementation. • • • • • 4. User’s HR group membership User’s HR skills If a user will not assigned as a member of a group, a list of HR roles to assign to the user User’s location, if applicable Whether the user should approve HR cases. For example, a region’s HR generalist may need to approve offboarding HR cases. Outline any articles to include in the knowledge base, and the source of the information for each article. Configuring non-scoped HR Use the configuration checklist to help you set up HR for your organization, for the non-scoped version of HR. © 2018 ServiceNow. All rights reserved. 182 Istanbul ServiceNow HR Service Management It may take some time to complete all configuration items. Most of these items can be done concurrently. Exceptions are noted. If it takes several months to complete implementation, review the information entered during the initial configuration tasks and update it to reflect any changes. Table 45: Configure Human Resources # Configure Enter or import the following information before importing user HR profiles. • • • Positions HR Create a group. Include HR as a prefix in your group name so HR groups are easy to search for. Skills Set configuration options. Create or modify an HR profile in non-scoped HR on page 203 database, as determined during the decision phase. Assign a role to a user to HR groups and staff. Be sure to assign hr_approver_user to anyone who approves cases. Assign skills to HR groups and staff. Create any HR templates you need for the HR catalog. Review the installed HR case and task state flows and Customize a state flow as needed. Note: If you are managing cases manually or with workflows, you can disable state flows. Review the installed HR Create a workflow and edit or create workflows as needed. Review and configure Create an HR assignment rule in non-scoped HR on page 236. Review and configure Notifications. You can customize the text of existing notifications and create notifications. Review and configure HR Service Level Agreements (SLA). Set up the HR knowledge bases. The HR knowledge base administrator is responsible for completing this task and owns the content and its creation. The knowledge base administrator also defines and monitors the review, publication, and retirement processes. © 2018 ServiceNow. All rights reserved. 183 Istanbul ServiceNow HR Service Management Automated processes for non-scoped HR You can automate HR processes, such as onboarding a new employee, in the non-scoped version of HR. There are predefined processes that launch automated workflows. You can customize the predefined processes and create ones. Predefined processes are available to fulfill the following requests, or HR catalog items. • • • Employee onboarding: HR managers can submit an HR onboarding request for a new employee. Employee information change: HR managers submit requests to update HR profile information for an employee, such as when their name, position, or location changes. Employees can submit requests to change some profile fields, such as home address or personal email. The HR profile fields are changed automatically when a request is submitted. Employee offboarding: HR managers can submit an HR offboarding request for an employee. HR catalog items can be customized and integrated with a wider organization, for example to engage the IT team to configure a laptop for a new employee. Standard sets of tasks for HR processes are defined, and the system can be configured to automatically create and assign these tasks at the appropriate time. Employee information can be passed to other departments automatically to start their processes. The HR team does not need to be aware of the specifics of these other processes. Departments such as IT or facilities retain control over their processes and inform the HR department when they are completed. Here is how the predefined onboarding process works for a new employee named Allen: 1. The HR manager for Allan submits an Employee onboarding request from the HR catalog or HR service portal. The following actions occur. • • A new HR case is created with a category of Onboarding. A new HR profile record is created to hold the personal information of Alan from the onboarding form. The HR team can add information to HR profile to store and track all the data Alan provides. 2. An approval request is generated and assigned automatically to the user who can verify and approve the onboarding request. 3. After approval is obtained, the user record for Alan is automatically created and linked to the HR profile. Standard HR tasks are automatically created for the HR team to fulfill, such as setting up payroll and benefits, and performing a background check. 4. A workflow automatically generates requests to provide Allan with the correct IT hardware, software, and systems access based on department, location, and position. 5. When all the tasks are complete, the HR department confirms that everything is ready for the first day and closes the case record. The HR team can track the progress of the entire onboarding process. Use events to launch HR processes You can use events to launch workflow processes, typically when a new HR case is created. This process works as follows: 1. When an HR case is created or modified, an HR fulfillment event occurs. For example, the hr_case.inserted event occurs when a new HR case is created. 2. The event triggers script actions that execute scripts as required and launch workflows. For example, the IT employee onboarding action script action launches the Employee Onboarding IT Workflow. © 2018 ServiceNow. All rights reserved. 184 Istanbul ServiceNow HR Service Management Workflow-based process design for non-scoped HR You can design a new workflow-based HR process when the predefined processes are not sufficient, in the non-scoped version of HR. You can create an entirely new workflow or use existing components in your HR process. To design a new workflow or customize a predefined workflow, you typically work with someone in your organization who has experience with workflow design and customization. The following components can be used or customized for HR processes. • • • • • The predefined processes provided for onboarding, offboarding, and information change. The IT Employee Onboarding Action and IT Employee Offboarding Action script actions. Workflows that create HR and IT tasks. The order guide that creates catalog item requests. Record producers, known as catalog items, that launch HR automated processes. The following items work by default with HR processes. You can modify them as needed. For example, you can extend the HR Profile table to capture additional information. • • • HR Profile [hr_profile] table HR Case [hr_case] table Script includes The following list outlines the tasks you perform to design a new automated HR process. 1. Design the process stages, outlining the process flow at a high level. An example is shown in the table. 2. Create or customize a catalog item that creates the HR case. 3. Create the workflow to process the request, including any of the following relevant configurations. Approval rules Review and approve, or reject the request. For example, to approve a request for a leave of absence. Assignment rules Assign the request to a specific individual or group. For example, to assign benefits change records to a specific benefits administrator. HR groups, skills, and locations can all be considered for auto-assignment. Email notifications Alert an HR team member or group about the request. For example, to send a notification to the HR agent a case is assigned to. Fulfillment tasks Create HR tasks and requests for items that other departments fulfill. For example, an HR task to reactivate a user's email account when a leave of absence ends. 4. Customize profile information, if required by the new process. For example, you can extend the HR Profile table to create a Dependents table, which may be required for processing employee insurance claims. 5. Select an event to launch the workflow when the HR case is created. © 2018 ServiceNow. All rights reserved. 185 Istanbul ServiceNow HR Service Management Table 46: Example of the typical stages for an onboarding process Stage Description Capture information • • • Approval • When an employment offer is accepted, capture basic information about the new employee. Create an HR case and HR profile for the employee with the captured information. Request approval for onboarding. Approve the onboarding request, then generate the tasks for this work, such as: • • HR tasks, such as performing reference checks. Non-HR requests, for example, relevant hardware and software that generate service catalog requested items. Non-HR departments fulfill these requests. Fulfillment • Fulfill the generated tasks required for onboarding. Start date • When the employee joins, perform actions such as: • • • Reset a password or unlock the Active Directory account for an employee. Add roles to the employee. Send a welcome email to the team. Employee onboarding workflow in non-scoped HR Review detailed overview of the predefined HR automated process for employee onboarding to ensure that it meets the needs of your organization. Optionally, customize the onboarding workflow or design a new workflow. To design a new workflow or customize a predefined workflow, you typically work with someone in your organization who has experience with workflow design and customization. The onboarding process begins when an HR manager submits an onboarding request from the HR catalog or HR service portal, which enters an employee data management case. An HR employee is assigned the case, approval must be granted before any work can be done. After approval, the HR employee defines the onboarding tasks for onboarding the new hire. The new hire uses the HR Service Portal to complete the onboarding tasks. The system first checks for an existing HR profile based on the first name, last name, and personal email address of the person being onboarded. For example, an existing HR profile exists if the person is a previous employee. If a matching HR profile is found, the system adds relevant information to the profile and updates the employment status. If an existing HR profile does not exist, then an HR profile record is created for the new employee. The record is populated with the personal information entered in the catalog form. © 2018 ServiceNow. All rights reserved. 186 Istanbul ServiceNow HR Service Management HR profiles are created before the approval flow is triggered, to enable the recording of confidential comments and work notes in the secure HR profile record. Sensitive information is captured at an early stage. Note: If the onboarding request is created from the New record form, the user must begin by selecting the HR - Employee Data Management category. The user can click New, complete the information, and then submit the HR case. After the request is submitted: 1. A new user record [sys_user] is created for the employee and populated with the information entered in the HR profile. 2. The user record is linked to the HR case, and the name appears in the Opened for field in the Employee Data Management Case page. 3. The state of the HR case is set to Ready. 4. The Employee Onboarding HR Workflow sends an email to approvers to request approval to onboard the new employee. Note: Your instance must be configured to email approvers with a notification that an approval needs their attention. 1. The hr_case.approved fulfillment event occurs. The following subflows and order guides are launched. 2. An HR tasks workflow to generate tasks for the HR team to perform. • • • • • • • • • 3. Employee information change Employee offboarding Employment verification letter New hire onboarding New employee payroll setup New employee background checks New employee anti-corruption policy acceptance New employee benefits set up New employee training requirements An IT tasks workflow generates a service catalog request for the IT team. The IT Employee Onboarding Action script action triggers and runs an order guide using the Scriptable Order Guide activity. • • • • The order guide uses rules to specify which items are requested based on questions answered on the onboarding request. These answers populate variable values, and determine which requested items the order guide generates. For example, all employees receive an email account, but only some employees receive a laptop. The questions are Employment type, Department, and Location type. The Requested for field is set to the new employee. An approval request for the service catalog items is generated and a notification is sent to the IT approver. After approval is received, the service catalog request is set to Approved and the requested item state is set to Open. Note: If the onboarding case is canceled, requested items are also canceled. 4. On the day before the employment start date, a welcome email is sent to the manager of the new employee. To introduce the new employee, the manager can modify and send this email to the team. © 2018 ServiceNow. All rights reserved. 187 Istanbul ServiceNow HR Service Management 5. When an onboarding request is approved, the following actions occur. 6. When all generated HR tasks and requested items are completed, the following actions take place. • • The HR profile and HR case are updated to set the employment status to Employed. The HR case is closed. Note: The HR case cannot be closed when there are incomplete HR tasks or requests. If the onboarding request is rejected, the following actions occur. 1. The HR case is closed, and the HR profile is set to Inactive. 2. A work note is added to the HR profile to note the rejection. 3. An appropriate notification is sent to the creator of the onboarding record. 4. Requested items are canceled. 5. The onboarding process terminates. Employee offboarding workflow in non-scoped HR Review detailed information about the predefined HR offboarding workflow process to ensure it meets the needs of your organization. You may need to customize the offboarding workflow or design a new workflow. To design a new workflow or customize a predefined workflow, you typically work with someone in your organization who has experience with workflow design and customization. The default offboarding process starts when an offboarding request is submitted. The offboarding request creates an HR case for the terminating employee and triggers the Employee Offboarding HR Workflow. If the employee does not have an HR profile record, it is created when the workflow is triggered. An approval to offboard the employee is requested and an approval request is sent to members of the HR Leadership group. When an offboarding request is approved, the following actions occur. 1. The Employment status for the HR case and the HR profile of the employee are both set to Offboarding. 2. The state of the HR case becomes Work in Progress. 3. The hr_case.approved fulfillment event occurs and triggers: • • 4. The Employee Offboarding HR Tasks Workflow to add HR tasks to the HR case. The offboarding workflow dynamically generates tasks from the template just like onboarding. The IT Employee Offboarding Action script action to retrieve the assets of an employee by generating tasks for each asset assigned to the employee. When the employment end date is reached and the Employee Offboarding HR Tasks Workflow is completed, the following actions occur. • The state of the HR case is set to Closed Complete. Note: The HR case cannot be closed when there are incomplete HR tasks or requests. • • The employment status for the HR case and HR profile is both set to Previous employee. The HR case and HR profile are both set to inactive. If the offboarding request is rejected, the following actions occur. 1. The employment status is set to Employed on both the HR case and HR profile. © 2018 ServiceNow. All rights reserved. 188 Istanbul 2. The state of the HR case is set to Closed Incomplete. 3. The users assigned to the HR case are notified. ServiceNow HR Service Management Employee change workflow in non-scoped HR Review detailed information about the predefined Employee Change HR Workflow to ensure it meets the needs of your organization. The Employee Change HR Workflow is used to request updates to HR profile information that employees and their managers are not authorized to edit. Typically, organizations allow employees to update certain personal information, but not employment information, which is changed by an HR agent or the employee's manager. For example, the manager updates the profile when the employee is promoted to a new position. In the Human Resources Configuration, you can select which HR profile fields can be edited. You can select fields for personal and employment information, and other sensitive information. Employees can update any editable personal information field directly in their HR profiles. The employment information fields that you enable for edit allow the manager of an employee to update the field. However, the manager cannot open the HR profile of the employee. The manager must submit an employee information change request with the updated information. When the request to change the editable fields is submitted, the HR Employee Change Workflow takes the following actions. • • • Opens an HR case. Updates the HR profile of the employee. Closes the HR case. To update HR profile fields that are not editable, employees or their managers submit an employee information change request. If the specified user has an HR profile, the record producer places the available data into the corresponding fields. The requester updates the fields to be changed and submits the request which launches the following Employee Change HR Workflow. • • • • Opens an HR case. Sends an approval request to members of the HR group. The notification lists the changes that are being requested and contains links to approve or reject the changes. If approval is given, the HR profile is updated and the HR case is closed. Because this is a simple HR profile update, no further notifications are sent. If the requested changes are rejected, a comment is added to the HR profile to specify who rejected the request, the HR case is set to Closed Incomplete, and HR agents assigned to the case are notified. When an HR agent submits an HR employee change request, such as when an employee or manager calls the HR agent, the HR profile is updated and the case is closed. No notifications are sent. Customized profile information in non-scoped HR As part of designing the HR processes, you can customize the way HR profile information is processed. Keep in mind that some of the fields that appear are referenced from the User [sys_user] table. If you have the hr_admin role, you can customize HR profile information. Extend profile information You can collect additional profile information in a separate table. For example, you can create a Dependents table that extends the HR Profile [hr_profile] table. Because profile information is sensitive and confidential, the system administrator cannot view it. For more information, see HR profile and HR case security in non-scoped HR on page 201. © 2018 ServiceNow. All rights reserved. 189 Istanbul ServiceNow HR Service Management Associate profiles with user records An HR profile record must be associated with the employee record in the User [sys_user] table, to ensure that both employee records can be accessed conveniently. During the creation of an HR profile record, you can select the user record to associate with the profile. With the default employee onboarding process, this association occurs automatically when an onboarding record is created and approved. As a general practice, retain automatic association for onboarding processes you design. Certain fields are displayed in both the user and HR profile records, but they are in only one of the tables, User [sys_user] or HR Profile [hr_profile]. The following fields are in the User [sys_user] table. • • • • • • • Prefix [introduction] First name [first_name] Middle name [middle_name] Last name [last_name] Manager [manager] Department [department] Location [location] Note: Bot phone number sync is not supported. The following table describes the other fields that are synchronized by the Synchronize fields to hr_profile business rule. Table 47: Fields synchronized using the business rule HR profile [hr_profile] field User [sys_user] field Notes Position [position] Title [title] Position in the HR profile is a referenced field. The HR profile could not be updated message appears: • • Home address [address] Street [street] Country [country] Country code [country] When the title is updated in the User form A position record with the same value does not exist Although the field names are the same, these fields are of different types. In the HR profile, [country] is a reference field. In the user record, [country] is a choice list. The country code appears in the User form instead of the country name when the country selected in the HR profile is not in the choice list. © 2018 ServiceNow. All rights reserved. 190 Istanbul ServiceNow HR Service Management HR profile [hr_profile] field User [sys_user] field Notes Work email [work_email] Email [email] The HR profile contains both personal and work email fields, while the user record only contains the work email. Note: The User form must be configured to show address, country, and email fields. HR Administration for non-scoped HR You can define and maintain HR organization data that is used for creating and assigning cases in the nonscoped version of HR. The following information is set up and maintained as part of administering the Human Resources application. • • • • • Positions that describe employee job functions within the organization HR skills that facilitate auto-assignment of HR cases Rules that automatically assign cases to specific users or groups HR templates and catalog items that are used to create HR cases HR profile records HR managers or administrators set up the information. HR agents can create and maintain HR profile records. A process must be defined to maintain this data. For example, positions may be redefined, new areas of expertise may be set up within the HR organization, or new HR request processes may be needed. It is important for an HR administrator to define the process and assign responsibility appropriately so the HR data is accurate. HR surveys in non-scoped HR HR surveys let users rate their satisfaction with HR case resolution, and provide management with feedback to improve HR processes, in the non-scoped version of HR. Two predefined HR surveys are provided: HR Request Satisfaction Survey and HR Exit Survey. HR administrators and HR managers can edit HR surveys and the associated trigger conditions. The HR Request Satisfaction Survey is triggered randomly for 50% of closed HR cases. Users receive an email with the survey link after they accept the resolution or when the HR case is closed incomplete. The HR Exit Survey is triggered for employees in the offboarding process. It is sent to all offboarding employees when the HR task state is Work in Progress. HR managers and administrators can review responses by question and see a scorecard. Comments entered by users provide feedback that can be used to improve the performance of HR case management. The following survey options can be configured. • • • The look and feel of the questionnaire, for example, by adding the company logo. Conditional questions that appear when users answer other questions in a certain way. The trigger condition, for example, to send it for every case or to a lower percentage of users. With trigger conditions, the system generates a survey instance each time a specific action occurs on a given table, such as when an HR request closes. Send a survey every time the condition is met, or set a probability to send a survey at random when the condition is met. Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. © 2018 ServiceNow. All rights reserved. 191 Istanbul ServiceNow HR Service Management Create or modify an HR survey in non-scoped HR You can modify the predefined HR satisfaction surveys to suit the needs of an organization, and create additional HR surveys. Role required: admin, hr_admin, or hr_manager For example, you may want to create an HR survey to gauge the satisfaction for more complex HR processes, such as onboarding. The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. When you save the survey, the survey definition is automatically added. 1. 2. 3. Navigate to HR • Administration Surveys HR Surveys . Click New or open an existing survey. Complete the form. Table 48: Survey Definition form Field Description Name Name of the survey, which appears on the questionnaire. Description Helpful information about the survey. Signature Acknowledgement by a survey recipient of requirements, admonitions, or policies related to the survey. The signature may require the recipient to select a check box or to type a full signature to verify having read these assertions. You can display assertions without requiring a signature. Select an existing signature from the list or click New to create a new one. The signature form contains these fields: • • • Name: Descriptive name for this signature. Signature type: Type of signature required. The selections are Check box, Full name, or Assertion only. If Assertion only is selected, no signature is required to submit the survey. Assertion: Text you want to display to recipients. By default, a property called Require authentication for user signature is configured to require users to authenticate when providing a full name signature. Active Check box to activate the survey definition. When the Active check box is cleared, new survey instances cannot be generated and users cannot complete existing survey instances. Use the Active check box to deactivate or activate a published survey. © 2018 ServiceNow. All rights reserved. 192 Istanbul ServiceNow HR Service Management Field Description Anonymize responses Check box to ensure that all responses for this survey are stored without the submitting user names. When a user submits a survey, the system clears the Assigned to field for the associated survey instance. Also, survey responses for anonymous surveys do not contain Assigned to values. Note: The Assigned to field is cleared. However, each response record includes the Created By and Updated By fields that are accessible to users with the survey_admin role. Send notifications Check box to send a notification that the survey has been taken. State Status of the survey: Draft or Published. Schedule period Option that determines how often a user can take the same survey and whether the system generates survey instances on a schedule. Note: If you use a trigger condition for a survey, ensure the schedule period is set to No Limit. Trigger conditions use a different method to regulate how often users can receive survey instances. 4. Introduction Introductory content to display on survey questionnaires. Consider adding a company logo, a welcome message, background information about the survey, or instructions. End note Content to display on the screen that appears when someone submits a survey questionnaire. Consider adding a thank you message, follow-up instructions, or other applicable information. Click Submit or Update. Create or modify HR survey categories and questions in non-scoped HR When an HR survey definition is created, a survey category is automatically added. You can create questions that are associated with this category or define another category for questions. Familiarize yourself with the Survey question data types before you begin entering questions. Role required: admin, hr_admin, or hr_manager For example, the HR Request Satisfaction Survey has one category, with four questions about satisfaction with the HR request process. You can define another category to ask about satisfaction with the HR agent who handled the case, or you can add more questions to the existing category. © 2018 ServiceNow. All rights reserved. 193 Istanbul ServiceNow HR Service Management The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. 1. 2. 3. 4. 5. Navigate to HR • Administration Surveys HR Surveys , and open the survey to add questions. In the Metrics Categories related list, complete one of the following actions. Option Description Add or edit questions in an existing category Click the category name. Add a category and questions Click New. Enter the category name and description, right-click the form header, and click Save. The Survey Category form that appears includes the Assessment Metrics related list, which contains any questions that are already defined. To edit a question, complete the following steps. a) Click the question text and edit the fields on the form. b) Click Update. c) If required by the question type, add definitions in the Assessment Metric Definitions related list. For example, Likert and numeric scale data types require the scale metric definitions. To add a question, complete the following steps. a) Click New and complete the form. b) Right-click the header and click Save. Additional fields may appear based on the selected data type. For example, if you select Choice, you must enter the scale definition. c) If applicable, add definitions in the Assessment Metric Definitions related list. For example, the Choice data type requires that you enter the choices. Click Update. The Survey Definition reopens. Publish a new HR survey in non-scoped HR You must publish a new survey before users can complete it. Role required: admin, hr_admin, or hr_manager After a survey is published, you can edit it and it remains published. The State field on the Survey Definition form indicates whether the survey is published. 1. 2. Navigate to HR • Administration Surveys HR Surveys , and open the survey to publish. Click Publish. If there are assigned users, the system automatically generates a survey instance. You can click Send Invitations to send a notification to the assigned users with a link. Assigned users can also navigate to Self-Service My Assessments and Surveys to take the survey. Note: A survey cannot be returned to the Draft state after it has been published. You can, however, deactivate a survey by clearing the Active check box. If you want employees to receive a link to a survey, such as the HR Request Satisfaction Survey, create a notification. To get the URL of the published survey so it can be included in the notification, click the View Survey URL related link. You can copy the URL and paste it as a hyperlink in the notification. © 2018 ServiceNow. All rights reserved. 194 Istanbul ServiceNow HR Service Management Create a trigger condition for an HR survey in non-scoped HR When you create a new HR survey, you can add a trigger condition to specify when the survey is sent and to whom. Role required: admin, hr_admin, or hr_manager Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. Some of the descriptions use the Incident table as an example; substitute HR case information to create an HR survey trigger condition. 1. 2. 3. Navigate to HR • Administration Surveys Trigger Conditions . Click New. Complete the form. Table 49: Trigger condition fields Field Description Assessment Survey to send. Table Table to run the trigger condition on. You can select only tables in the current application scope. For example, to send a survey whenever an incident closes, select the Incident [incident] table. User field Field that stores the users you want to send the survey. You can select any field, on the selected table or on a referenced table, that references the User [sys_user] table. Use the tree picker to select a field. Note: To avoid requiring users to log in to take a survey with a trigger condition, set the survey to Public. Repeat interval Minimum period that must pass before the trigger condition can resend the survey to the same user. For example, assume the repeat interval is set to 30 days. Even if the same user qualifies for multiple surveys from this trigger condition, the system can send only one survey every 30 days. Note: Ensure that the Schedule period of the selected survey definition is set to No Limit. If the schedule period is set to a different value, it prevents the trigger condition from sending surveys as expected. Application [Admin only] Application is set to Global. Active Check box that determines whether this trigger condition is active (selected). Business rule [Admin only] Business rule the system creates to monitor the selected table. When the condition is met, the business rule sends the survey to the correct user. No configuration is necessary for this business rule. Trigger randomly Check box that determines whether to send the survey to the appropriate user every time the condition is met (cleared) or only a percentage of the time (selected). © 2018 ServiceNow. All rights reserved. 195 Istanbul ServiceNow HR Service Management Field Description Probability (%) Approximate probability that the survey is sent each time the condition is met. For example, if the probability is set to 50, the system sends the survey approximately 50% of the time the conditions are met. There are no repeat interval restrictions is assumed. This field is visible and required only when Trigger randomly is selected. Related Field 1- 4 Field that contains a value you want to store for reporting purposes. You can pick any reference field on the selected table. When the trigger condition generates a survey instance, the system stores the value from the triggering record. Specify up to four fields. For example, select the Incident table, Assigned to and Problem as related fields. The system stores the assigned user and problem associated with the incident as Related record 1 and Related record 2 in the survey instance record. To view the fields, configure the form for any survey instance. Note: You cannot use a related field for the ticket number because you cannot select the Number column. You can, however, use the trigger_id column of the table. Description Summary information to identify the trigger condition. Note: For a triggered record, the table title is used for the survey description. Condition 4. Condition builder that defines the criteria that must be true to send the survey. For example, to send a survey whenever an incident closes, create the condition [State] [is] [Closed]. Click Submit. Knowledge management in non-scoped HR An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on, in the non-scoped version of HR. HR knowledge management allows you to create and maintain articles specific to HR and share them across the organization. The Human Resources application provides the Human Resources General Knowledge base specifically for this content. Benefits of using this knowledge base include: • • • • Employees have one source of information that is easy to search. Information can be kept up-to-date, as knowledge articles have a defined life cycle: Create, review and update, publish, and retire. Contextual search of the HR knowledge base is performed during HR case entry based on words entered in the short description. A list of the relevant articles displays automatically. If an article answers the question, the employee does not need to submit the case. HR agents can attach knowledge articles to HR cases to respond to the employee request. Organizations may have different HR policies and benefits packages based on location or business unit. For example, holiday schedules and medical benefits may vary by country, or different policies may be in effect for a manufacturing plant than for your corporate offices. You can define multiple HR knowledge bases as needed, and define user criteria to specify which knowledge base users have access to. © 2018 ServiceNow. All rights reserved. 196 Istanbul ServiceNow HR Service Management It is important to assign a knowledge manager to each HR knowledge base. Users with the hr_kb_writer role can create and edit HR knowledge articles. The HR knowledge manager has the following responsibilities. • • • • Ensure that the HR knowledge base contains all the HR documentation. Devise a way to identify missing content, such as questions from employees that are not answered in knowledge articles, and to add the content. Implement a process for HR knowledge article life cycle: Author, review, update, publish, and retire. Schedule regular review of content so it can be updated or retired. HR knowledge articles are managed through HR • Administration Knowledge Management modules. Attach a knowledge article to an HR case in non-scoped HR You can add a knowledge article to an HR case to help process that record. For example, you can attach an article about the company dress code policy when an HR case is submitted that asks about wearing shorts to work. Role required: hr_basic or hr_case_writer 1. 2. Navigate to HR • Case Management Case Management and open one of the modules, such as Assigned to me or Open. Open the HR case. 3. Click Knowledge results. © 2018 ServiceNow. All rights reserved. 197 Istanbul 4. ServiceNow HR Service Management A list of Knowledge results appears below the comments based on keywords in the text. There are two tabs of results based on the user criteria that is associated with the knowledge base. • • My Results displays a list of articles you can access. [employee name] Results displays a list of articles that the Opened for employee can access. © 2018 ServiceNow. All rights reserved. 198 Istanbul 5. ServiceNow HR Service Management Review the list of suggested knowledge articles, and do any of the following: Option Description Preview the article Click Preview next to the article. After reviewing the article in the pop-up window, click Attach to HR Case if it is relevant, or click (X) to close the article. Attach the article without previewing it Click Attach next to the article. Note: When you attach an article, its text is copied to Additional comments. After you save the case, it appears also in the Attached Knowledge related list. 6. 7. Click Save. Alternatively, to attach a knowledge article in the Attached Knowledge related list, complete the following steps. a) In the Attached Knowledge related list, click Edit. b) If necessary, change the knowledge base to search within. c) To search for articles based on content in the article, add a condition, for example, [Short description] [contains] [dress code], and click Run filter. d) Select the knowledge base number in the Collection list and click the right arrow to move it to the Attached Knowledge List. When you select an article number, its topic and short description appear below the list. e) Click Save. © 2018 ServiceNow. All rights reserved. 199 Istanbul ServiceNow HR Service Management Organization in non-scoped HR You can create, modify, view, define, and maintain employee data for your organization, in the non-scoped version of HR. Organization information is set up and maintained as follows. • • • • • HR profiles within the organization User directory with all users in the organization (view only) Organization positions Organization locations (view only) Organization departments (view only HR managers or administrators set up the information. HR agents can create and maintain HR profile records and positions within the organization. Maintaining this data requires a defined process. Positions may be redefined, new areas of expertise may be set up within the HR organization, or new HR request processes may be needed. It is important for an HR administrator to define the process and assign responsibility appropriately so the HR data is accurate. HR profiles within the organization in non-scoped HR HR profile records store confidential employee data, such as name, personal contact information, email addresses, employment history, and contacts, in the non-scoped version of HR. HR profile records enable the organization to access and track employee information throughout the period of employment and beyond. HR profile records are associated with user records, but unlike user records, HR profile records are stored confidentially and are not publicly viewable. HR profile records are created as part of an HR process, such as the onboarding process. The default onboarding process creates an HR profile record for the new employee and automatically associates the profile record to the employee user record when the onboarding case is approved. Organizations can use an integration method to populate HR profile records from their employee database. Workday integration is available. In addition, an HR profile is created automatically for Employee Data Management Cases. Note: HR profiles are automatically created or modified when the HR case category is New Hire Onboarding, Employee Information Change, Employee Offboarding, or Employment Verification Letter. Besides basic user information that is also in the user record, the HR profile includes the following sections and related lists. Table 50: HR profile sections and related lists Section or related list Description Notes Comments and work notes. Employment Information Information such as employment status and type of employment, employee number, and start and end dates. Contact Information Information such as address, phone number, personal email address. Some field values are copied from the onboarding form or from Workday when that integration is being used. © 2018 ServiceNow. All rights reserved. 200 Istanbul ServiceNow HR Service Management Section or related list Description Emergency Contacts A list of the employee emergency contacts. One contact in the list is designated as the primary and others can be entered as alternates. Employment History List of prior employers and dates of employment. The following related lists are automatically populated. You can view records in the list, but you cannot enter new records from the related list. Direct Reports List of the employees who report directly to the user. Colleagues List of other employees who have the same manager as the user. Cases Open HR cases for the user. HR profile and HR case security in non-scoped HR Because HR profile information is sensitive and confidential, it is secured from being viewed by the system administrator. The same is true for some of the information in HR cases and HR tasks. In the system, system administrators with the admin role are able to perform all tasks and view all data. However, HR profile information is confidential and should be viewed only by authorized HR personnel who are assigned a role that includes hr_profile_reader or hr_profile_writer, such as hr_basic. Similarly, for HR cases and HR tasks, only authorized HR personnel should be allowed to view attachments, work notes and comments, description, calendar, and payload (if your company configured the form to show the Payload field). Authorized HR personnel include those who are assigned a role with hr_case_reader and hr_task_reader, such as hr_basic. Therefore, access to specific HR profile, case, and task data is restricted from view by users with the admin role. HR profile information that system administrators can access System administrators cannot create a new HR profile. They can see the list of HR profiles and open HR profile records, but have access only to the following information. • • • • • The HR profile number and employee's prefix. Employment information that is synchronized with the user record [sys_user]. This includes name, employee number, department, manager, and location. Work contact information, such as work email address and work phone number. Personal information is hidden. Comments. Work notes are hidden. Information that appears in the following related lists. • • • • • Emergency Contacts Employment History Direct Reports Colleagues Cases © 2018 ServiceNow. All rights reserved. 201 Istanbul ServiceNow HR Service Management HR case and HR task information that system administrators can access System administrators can view the employee user information, such as location and department, and the short description. Activities, such as state changes, are displayed in the activity stream, but comments and work notes are hidden. When the system administrator opens an HR case or HR task, a message describes the information that is not displayed. Impersonating a user If the system administrator impersonates a user, even if the impersonated user has an HR role that allows access to the HR profile, the system administrator is restricted from viewing HR profile information. The following constraints are applied when a user is impersonated. • • If the impersonated user has HR profile access, the HR profile list displays a message that the records are removed based on security constraints. No HR profile records are listed. For any impersonated user, the My Profile link from the HR Service Portal displays no profile information. It displays only information in the related lists described above. Customized profile information in non-scoped HR As part of designing the HR processes, you can customize the way HR profile information is processed. Keep in mind that some of the fields that appear are referenced from the User [sys_user] table. If you have the hr_admin role, you can customize HR profile information. Extend profile information You can collect additional profile information in a separate table. For example, you can create a Dependents table that extends the HR Profile [hr_profile] table. Because profile information is sensitive and confidential, the system administrator cannot view it. For more information, see HR profile and HR case security in non-scoped HR on page 201. Associate profiles with user records An HR profile record must be associated with the employee record in the User [sys_user] table, to ensure that both employee records can be accessed conveniently. During the creation of an HR profile record, you can select the user record to associate with the profile. With the default employee onboarding process, this association occurs automatically when an onboarding record is created and approved. As a general practice, retain automatic association for onboarding processes you design. Certain fields are displayed in both the user and HR profile records, but they are in only one of the tables, User [sys_user] or HR Profile [hr_profile]. The following fields are in the User [sys_user] table. • • • • • • • Prefix [introduction] First name [first_name] Middle name [middle_name] Last name [last_name] Manager [manager] Department [department] Location [location] © 2018 ServiceNow. All rights reserved. 202 Istanbul ServiceNow HR Service Management Note: Bot phone number sync is not supported. The following table describes the other fields that are synchronized by the Synchronize fields to hr_profile business rule. Table 51: Fields synchronized using the business rule HR profile [hr_profile] field User [sys_user] field Notes Position [position] Title [title] Position in the HR profile is a referenced field. The HR profile could not be updated message appears: • • When the title is updated in the User form A position record with the same value does not exist Home address [address] Street [street] Country [country] Country code [country] Although the field names are the same, these fields are of different types. In the HR profile, [country] is a reference field. In the user record, [country] is a choice list. The country code appears in the User form instead of the country name when the country selected in the HR profile is not in the choice list. Work email [work_email] Email [email] The HR profile contains both personal and work email fields, while the user record only contains the work email. Note: The User form must be configured to show address, country, and email fields. Create or modify an HR profile in non-scoped HR Employees can directly edit some information in their HR profile, such as emergency contact information, but they are restricted from editing certain fields. If employees want to change information that they are restricted from editing, they must submit requests to HR for the changes. Role required: hr_profile_writer, hr_basic, or hr_manager The HR administrator [hr_admin] can configure which HR profile fields an employee can update. The employee submits an HR employee information change request for information that cannot be updated. To update the HR profile when an employee information change request is assigned to you, complete the following steps. 1. Navigate to HR • Administration Organization HR Profiles . The HR Profiles list opens. © 2018 ServiceNow. All rights reserved. 203 Istanbul 2. 3. 4. ServiceNow HR Service Management Find the existing HR Profile to update by selecting User from the HR Profiles list dropdown search menu. You can type the user name, and pressing Enter. Also, you can click a profile number to open a user profile. To create an HR profile, click New from HR Profiles. Type the user name in the User field on the HR Profile New record form to create the profile. You cannot change the user name after an HR profile is saved. Click the profile number to open the user profile. The profile opens displaying populated name, manager, department, location, and contact fields from the user record. Complete or update the form with as much additional information as you have. Table 52: HR profile sections and related lists Section or related list Description Notes Comments and work notes. Employment Information Information such as employment status and type of employment, employee number, and start and end dates. Contact Information Information such as address, phone number, personal email address. Some field values are copied from the onboarding form or from Workday when that integration is being used. Emergency Contacts A list of the employee emergency contacts. One contact in the list is designated as the primary and others can be entered as alternates. Employment History List of prior employers and dates of employment. The following related lists are automatically populated. You can view records in the list, but you cannot enter new records from the related list. 5. Direct Reports List of the employees who report directly to the user. Colleagues List of other employees who have the same manager as the user. Cases Open HR cases for the user. Click Submit or Update. Note: Some HR profile information, such as department, is synchronized between the User [sys_user] and HR Profile [hr_profile] records. Updating information in one record automatically applies the updates in the other record. View the user directory in non-scoped HR HR user directory is a view of the corporate user directory with HR case information in a related list. Role required: admin, hr_admin, hr_basic, or hr_manager © 2018 ServiceNow. All rights reserved. 204 Istanbul ServiceNow HR Service Management Corporate user directory refers to the records in the User [sys_user] table. 1. 2. Navigate to HR • Administration Organization User Directory . Click a user record to view or edit the Human Resources view of a user record. This view is a subset of the user information, including job information and contact details. In addition, there are two related lists: • • HR Cases: Lists all HR cases for a user. Users: Lists users managed by that user. Define organization positions in non-scoped HR As part of the Human Resources setup process, you define positions to describe employee job functions within the organization. Positions are associated with employees in the HR profile, in the non-scoped version of HR. Role required: admin, hr_admin, hr_position_writer, hr_basic, hr_dispatcher, or hr_manager Create position records for your organization. Other organization information, such as location and department information, is already set up in the ServiceNow system and used in User [sys_user] records. 1. 2. 3. 4. Navigate to HR • Administration Organization Positions . Click New to create a position, or click an entry to open an existing position. If you view an existing position, the HR Profiles related list displays HR profiles of users assigned to the position. Enter the Position title and select the Department. Click Submit or Update. View organization locations in non-scoped HR Location records store the address and contact details for each site in your organization and are assigned in the HR profile and user records of an employee, in the non-scoped version of HR. The location of an HR agent can be used for automatic assignment of HR cases. Role required: admin or hr_basic HR agents can view locations but do not have permission to update them. 1. 2. Navigate to HR • Administration Organization Locations . Click a location name to view details for that location. View organization departments in non-scoped HR Departments are assigned in an employee's user profile and are synchronized to the HR profile, in the nonscoped version of HR. Role required: admin or hr_basic HR agents can view departments but do not have permission to update them. 1. 2. Navigate to HR • Administration Organization Departments . Click a department name to view details for that department. HR catalog and templates in non-scoped HR HR catalog and templates contain the catalog items and templates that employees use to request HR assistance, in the non-scoped version of HR. Predefined catalog items have an associated HR case category and HR case template. You can review and modify the predefined catalog items as needed. You can create catalog items to use for other types of HR requests that are important to your organization. Maintain a 1:1 relationship between © 2018 ServiceNow. All rights reserved. 205 Istanbul ServiceNow HR Service Management the catalog item, HR case category, and HR case template. Doing so makes it easier to organize items in the catalog, manage case workload, and produce reports. Manage HR Catalog module lets you create catalog items and automatically create the HR case category and HR case template. Terms used with the HR catalog Several terms used throughout the Human Resources application are synonymous with each other. These items are often referred to one way in the navigator, but when you open the module the name at the top is different. The following list includes terms used for items associated with the HR catalog. Table 53: Synonymous HR Catalog terms Term Synonymous with term Catalog item Record producer HR request HR case HR template Product model or Model Knowledge article Knowledge model It is also important to understand the two types of HR categories. • • HR catalog categories, which are used to group catalog items in the HR Service Portal or HR Catalog. HR case categories, which are used for reporting and selected to assign a template to an HR case. Typically used when an HR agent is entering a case for a caller through HR • Case Management Case Management Create New Case . Catalog item planning and creation The following outlines a process to use when planning for and creating catalog items. 1. Define the new catalog item: Determine the purpose of the HR request, and whether it needs variables, tasks, or both. • • 2. Variables are used to ask questions and to map the answers to fields, such as the comment field. Tasks are used to define work that must be completed in a specified order before the request can be completed. Tasks can be assigned to different HR agents. Create the catalog item: Use the Manage HR Catalog module to create a catalog item. It provides a simplified form where you enter a name and description, and select a catalog category, assignment group, and default priority. You can submit or publish the catalog item. If you click Submit, the catalog item is saved but is not active. You can then update it, for example, to add variables, before you publish it. You can publish the catalog item to make it active immediately. When you submit or publish in the simplified form, a catalog item, HR case category, and HR case template are all created. 3. Modify the catalog item: After you create the catalog item, you can access the catalog item or the HR case template from the Manage HR Catalog page. Access the HR case template to add fields, define required skills and assignment group, and add tasks. Access the catalog item to add variables and specify user criteria. © 2018 ServiceNow. All rights reserved. 206 Istanbul ServiceNow HR Service Management HR onboard and offboard task templates in non-scoped HR HR onboard and offboard task templates contain the catalog items and templates that define the onboarding and offboarding tasks, in the non-scoped version of HR. HR onboarding and offboarding task templates define the tasks for onboarding a new hire or offboarding an employee leaving the company. • • • • • You can have multiple templates. The system prevents duplicated tasks. Conditions determine template assignment. Each template can have multiple conditions. If no conditions are defined, the template is assigned to every onboarded or offboarded employee. Create or modify an offboarding task template in non-scoped HR Offboarding task templates allow you to define assignment tasks for employees leaving the company. Role required: hr_admin or hr_basic You can create offboarding task templates or modify existing ones. 1. 2. Navigate to HR • Administration Catalog & Templates Offboardiong Task Templates . The Task templates list opens and displays offboarding task templates. Click New to create an offboarding template or open an existing template to modify. 3. 4. The Task templates page opens. Edit the fields as needed. Table 54: HR task template fields Field Description Name Unique and descriptive name for this template. Active Check to activate the template. HR Category The group of HR catalog items associated with the offboarding task template. Condition Use the following to create conditions that when met, trigger the use of the offboarding task template. Default templates have the conditions left blank. Default templates are assigned to all offboarded employees. Add Filter Condition Click after the first condition is defined to add more conditions. Skip to the choose field to create first condition. And "OR" Clause Click to create more conditions. Skip to the choose field to create first condition. --choose field-- Select a filter condition. --oper-- Select how to filter the condition © 2018 ServiceNow. All rights reserved. 207 Istanbul ServiceNow HR Service Management Field Description --value-- Click and select a value defining the filter condition. • • • Location in --choose field-is in --oper-California in --value-- Creates a condition that assigns this template to all offboarded employees in California. Description 5. 6. Information about this offboarding task template. Click the Form context header and Save to save the template and remain on the Task templates Onboarding page or Submit and return to the Task templates page. To assign offboarding tasks, click Edit. Table 55: HR task template fields Field Description Add filter Click to add more filters. To run one filter, go to --choose field--. Run filter Click after entering the filter criteria to narrow your search of tasks. --choose field-- Select a filter to narrow your search of tasks. --oper-- Select how to filter the condition. --value-- Enter a value to filter. You can select Assignment group, is, and enter HR to display only tasks assigned to HR. Collection Select and move onboarding tasks to the right column. Tasks are defined in HR Templates. 7. Click Save and the Task templates page displays. Create or modify an onboarding task template in non-scoped HR Onboarding task templates allow you to define assignment tasks for onboarding new employees. Role required: hr_admin or hr_basic You can create onboarding task templates or modify existing ones. 1. 2. 3. 4. Navigate to HR • Administration Catalog & Templates Onboarding Task Templates . Task Templates list opens and displays onboarding task templates. Click New to create an onboarding task template or open an existing template to modify. The Task templates page opens. Edit the fields as needed. © 2018 ServiceNow. All rights reserved. 208 Istanbul ServiceNow HR Service Management Table 56: HR task template fields Field Description Name Unique and descriptive name for this template. Active Check to activate the template. HR Category The group of HR catalog items associated with the onboard template. Condition Use the following to create conditions that when met, trigger the use of the onboarding template. Default templates have the conditions left blank. Default templates are assigned to all onboarded employees. Add Filter Condition Click after the first condition is defined to add more conditions. Skip to the choose field to create first condition. And "OR" Clause Click to create more conditions. Skip to the choose field to create first condition. --choose field-- Select a filter condition. --oper-- Select how to filter the condition --value-- Click and select a value defining the filter condition. • • • Location in --choose field-is in --oper-California in --value-- Creates a condition that assigns this template to all onboarded employees in California. Description 5. 6. Information about this onboarding task template. Click the Form context header and Save to save the template and remain on the Task templates Onboarding page or Submit and return to the Task templates page. To assign onboarding tasks, click Edit. Table 57: HR task template fields Field Description Add filter Click to add more filters. To run one filter, go to --choose field--. Run filter Click after entering the filter criteria to narrow your search of tasks. © 2018 ServiceNow. All rights reserved. 209 Istanbul ServiceNow HR Service Management Field Description --choose field-- Select a filter to narrow your search of tasks. --oper-- Select how to filter the condition. --value-- Enter a value to filter. You can select Assignment group, is, and enter HR to display only tasks assigned to HR. Collection Select and move onboarding tasks to the right column. Tasks are defined in HR Templates. 7. Click Save and the Task templates page displays. Manage HR catalog categories in non-scoped HR HR catalog categories provide a way to group HR catalog items, in the non-scoped version of HR. For example, the HR Benefits catalog category contains catalog items such as Retirement and Vacation. Role required: admin, hr_manager, or hr_admin When you create an HR catalog category, assign a catalog item to the category to publish the new catalog category to the HR Service Portal and HR Catalog. An HR case category and HR case template are created automatically. 1. 2. 3. 4. Navigate to HR • Administration Catalog & Templates Manage HR Catalog . To create or modify a catalog category, perform one of the following actions. Option Description Create a catalog category Click New Category, enter the category name and description, and click Submit. Edit an existing catalog category Point your cursor to the category and click the edit icon. Modify the category or description fields as needed and click Submit. To assign HR catalog items to a category, select the HR category in the list on the left and complete the following steps. a) Click Assign / Remove Catalog Items. b) Select the catalog items to assign and deselect catalog items to remove. c) Click Save. To assign a category to a catalog item, select All Catalog Items in the list on the left and complete the following steps. a) Locate the catalog item on the right and open the Categories choice list. b) Select the categories to assign the catalog item, and deselect the categories to remove the assignment. c) Click Save. Create an HR catalog item in non-scoped HR You can create an HR catalog item from the Manage HR Catalog module, in the non-scoped version of HR. © 2018 ServiceNow. All rights reserved. 210 Istanbul ServiceNow HR Service Management Role required: admin, hr_manager, or hr_admin When you create a new HR catalog item from the Manage HR Catalog module, an associated HR case category and HR case template are created automatically. 1. 2. 3. 4. 5. 6. 7. 8. Navigate to HR • Administration Catalog & Templates Manage HR Catalog . Select the HR category in the list on the left that contains the new catalog item. Click New Catalog Item. Enter the catalog item Name and Short description. The short description is used to help the employee make a selection from the HR catalog. It also appears in the Short description field when an employee selects the catalog item. Select the Catalog category from the choice list. Select the HR Assignment group to enable an HR agent to be auto-assigned when this catalog item is submitted. Change the Priority to higher or lower when necessary. Click Publish to save the catalog item and make it available for use immediately. When you click Submit, the catalog item is saved, but is not active. You can update it, for example to add variables, before you publish it. The following three items are created. • • • Catalog item that includes the hrsm_benefit_questions variable set. The defined fields include Opened for, Priority, Short description, and Question. Contextual search of the knowledge base is enabled also for the Short description field. HR case category with the name of the catalog item. HR template with the name of the catalog item. When you want to customize the new, published catalog item, for example, to add variables, point and click the edit icon that appears. If you submitted the catalog item without publishing it, its listing has a gray background. When you edit it, be sure to check Active to enable it for use. To edit the associated HR case template, you can click the template icon next to the edit icon. Follow the steps in Modify an HR case template in non-scoped HR on page 212. Add a knowledge article to an HR category item in non-scoped HR You can add a knowledge article to an HR category item to help users access information pertaining to the category, in the non-scoped version of HR. For example, you can attach an article about the company dental benefits to the Dental Benefits category item. Role required: admin, hr_manager, or hr_admin 1. 2. 3. 4. 5. The easiest way to add a knowledge article to a category item is to navigate to HR • Administration Catalog & Templates Manage HR Catalog . Click the category item you want to add a knowledge article to, such as Dental Benefits. Three icons appear in the bottom right corner of the category item. Click the Manage KB articles icon. The Catalog Item to KB Links list opens. Click New to open the Catalog Item to KB Links new record form. Fill in the required fields, using the reference lookup icon where available. Table 58: Catalog Item to KB Links fields Field Description Name Descriptive name for the knowledge article. Can be the actual name of the article. © 2018 ServiceNow. All rights reserved. 211 Istanbul ServiceNow HR Service Management Field Description Catalog Item Catalog item to link the knowledge article to, such as Dental Benefits. Knowledge Article Knowledge article to link to the catalog item. such as Dental Benefits Enrollment Form. Managed Document Controlled internal document, such as an insurance provider Dental Claim Form. Active Check box that specifies the category item is in use. Order Order in which the articles are processed in the list. Articles with lower-order numbers appear in the list first. Modify an HR case template in non-scoped HR HR case templates are used to create HR catalog items, in the non-scoped version of HR. HR case templates specify what actions are taken when a certain type of HR case is submitted. Role required: admin or model_manager Several predefined HR case templates are used in HR catalog items. You can modify the predefined HR case templates or create ones. The easiest way to create catalog items is from the Manage HR Catalog module. When you create a catalog item, an associated HR case category and template are also created. You can then customize the HR case template, for example, to add variables. The following list includes ways to customize an HR case template. • • • Specify required skills and assignment group or user. Define tasks for HR agents that must be completed. Define the order of task completion by assigning a task dependency. A template can have attached knowledge models. A knowledge model is a knowledge article that is associated with the template. When a new case is created, the knowledge article is automatically assigned to the case to provide information to the HR agent. You can edit an HR case template after you create the catalog item in the Manage HR Catalog module. If you click the edit HR case template icon for the new catalog item, it opens the same form described in the following steps. 1. 2. 3. Navigate to HR • Administration Catalog & Templates HR Templates . The Product Models list opens and displays both HR case and HR task templates. Look at the Model categories field to determine whether you are opening an HR case or HR task template. Open an HR case template to modify. If you are creating a template from the list, select HR Case Model in the Interceptor page. Complete the form or edit the fields. As you enter information, you can click the min and max buttons to the right of the Name field to collapse and expand the displayed fields. The fields listed in the table are from the HR case template that is automatically created with a catalog item from the Manage HR Catalog module. © 2018 ServiceNow. All rights reserved. 212 Istanbul ServiceNow HR Service Management Table 59: HR case template fields Field Description Name Unique and descriptive name for this template. Short description Content that is copied into the Short description field of an HR request when this HR case template is used to submit an HR request from the associated catalog item. Description Detailed description copied into an HR request created from this template. Checklist template An informal list of questions or tasks used as a reminder for the HR agent working on this case. Workflow The workflow used to process an HR case from this template. Assignment group The HR group to assign to a case or task when this template is used. The HR group provides the list of HR agents for autoassignment. Skills The skills that the HR agent must have to be assigned to this case or task. Select as many skills as are needed. Click away from the selection list to close it. Your organization configures whether to use skills for auto-assignment. Priority The default priority when the HR request is created from this template. Billable Does not apply to HR cases. The following field is used in several of the predefined templates. Edit fields and add this field to the template to use it in a new catalog item. Suspended reason Information on why the HR agent may need to suspend the parent HR case. Selecting one of the following options places the associated related link in the HR task. • • • User: Request additional user info Document: Request document Other, Company, Group: Suspend case Table 60: Task information Field Description Copy Task Template The task template to use for this task, if any. Click the link, and then select the template from the choice list. © 2018 ServiceNow. All rights reserved. 213 Istanbul ServiceNow HR Service Management Field Description Task type The type of task. HR Task should be selected. Name Unique and descriptive name for the task. If you are entering a name for a new task, fields for an extra task appear. Note: If you enter information in any of the other fields for a task, the Name field is required. 4. 7. Content that is copied into the description of the task when this HR case template is used. Depends on The task that must be completed before this task can be performed. Options appear in this list after you have created subsequent tasks. Checklist template An informal list of questions or tasks used as a reminder for the HR agent working on this task. To add more fields for either the request or task sections, complete the following steps. a) Click Edit Fields. An add field choice list appears in the Request information and Task information sections. b) 5. 6. Description Select the field to add. The field is added to the form and you can add more fields, if desired. To attach a knowledge model to the template, scroll to the Model knowledges related list. Complete the following steps for every knowledge model to add. a) Click New. b) Click the lookup icon beside the Knowledge field. c) Locate the knowledge article to add and click its number. d) Click Submit in the Model Knowledge form. Click Save. A new HR task template is created for each HR task you added to the HR case template. Modify an HR task template in non-scoped HR HR task templates are created automatically when you add tasks to an HR case template, in the nonscoped version of HR. HR task templates allow you to define assignment rules for the HR tasks. Role required: admin or model_manager Several HR task templates are predefined, and others may be added as you create HR case templates with associated HR tasks. You can modify any HR task template. 1. Navigate to HR • Administration Catalog & Templates HR Templates . The Product Models list opens and displays both HR case and HR task templates. Look at the Model categories field to determine whether you are opening an HR case or HR task template. © 2018 ServiceNow. All rights reserved. 214 Istanbul 2. 3. ServiceNow HR Service Management Open an HR task template to modify. Edit the fields as needed. Table 61: HR task template fields 4. Field Description Copy Task Template The task template to use for this task, if any. Click the link, and then select the template from the choice list. Task type Type of task. Name Unique and descriptive name for this template. Short description Content that is copied into the Short description field of an HR task when this template is used. Description Information about this HR task template. Checklist template An informal list of questions or tasks used as a reminder for the HR agent working on this task. Acknowledgement document Document sent to employee as part of a data management task. Documents are created and maintained in Managed Documents or PDF Document Templates. Estimated work duration Estimated amount of time it takes to complete the task in days, hours, and minutes. Acknowledgement type Method of verification that a data management task was completed. Assign to opened for Check to have task assigned to employee. Leave unchecked to have task assigned to HR Days due before start The number of days before the start date of the employee being onboarded that the onboarding task is due. Assignment group The HR group to assign to a case or task when this template is used. The HR group provides the list of HR agents for autoassignment. Click Update. View or modify HR case categories in non-scoped HR You can view and modify the HR case categories that are created automatically when you create a new catalog item in the Manage HR Catalog module, in the non-scoped version of HR. Role required: admin or hr_admin In the Human Resources application, there is a 1:1 relationship between a catalog item, an HR case category, and an HR case template. If an HR agent creates a new HR case without using a catalog item, © 2018 ServiceNow. All rights reserved. 215 Istanbul ServiceNow HR Service Management selecting the category also selects the associated template. This populates some fields in the form, such as assignment group. Use the Manage HR Catalog module to view case categories and modify them as necessary. 1. 2. 3. 4. 5. Navigate to HR • Administration Catalog & Templates HR Categories . Select the category to view or modify. You can create a new HR case category, but it is recommended that you use the Manage HR Catalog module to create catalog items and associated categories. Review the details and edit them as needed. If you need to change the template, only templates that are not assigned to a category are listed. The HR case type is useful for filtering reports. To disable a category you no longer use, clear the Active check box. If you made changes, click Update. HR case categories in non-scoped HR HR case categories are associated with HR catalog items. There is a 1:1 relationship between HR case categories and HR catalog items. The following HR case categories are predefined. Administrators can create HR categories in the HR Categories module and define catalog items to use the categories. New catalog items can be created in the Manage HR Catalog module, and the associated HR case category is created automatically. Table 62: HR categories Category Description Example 401(k) Ask about the 401(k) plan. How much can I contribute from each paycheck? Beneficiaries Manage your beneficiaries. Decide who receives your insurance benefits should you die and what percentage should be distributed. Career guidance Ask a question regarding your What do I have to do to get a career growth and opportunities. promotion to senior level? Dental Benefits Enroll, modify, or ask a question Does my dental insurance cover about your dental benefits. braces? Direct Deposit Enroll, modify, or ask a question Can I deposit my paycheck into about direct deposit. two different bank accounts? Disciplinary Issue Employee change Ask for an update to the HR profile. How do I change the status of an employee from temp to permanent? Employee Information Change Request an employee personal information change. My status has changed from single to married. Employee Offboarding Request to offboard an employee. I need to offboard an employee. Employee relations Ask an employee relations question. What should I do about two employees constantly arguing? © 2018 ServiceNow. All rights reserved. 216 Istanbul ServiceNow HR Service Management Category Description Example Employment verification Request a verification of employment. I need verification of employment for my loan. Employment Verification Letter Request an employment verification letter. I need a letter sent to my bank to verify employment for my loan. General Ask a general question for Does the company organize which a specific record producer an end-of-year party for its does not exist. employees? Grievance File a grievance complaint. My office mate talks on the speaker phone and I cannot concentrate on my work. HR Password Reset Request password reset for an HR system. I need my HR password reset. HR Portal Support Ask a question about the HR portal or request HR Portal support. I have a technical issue. HR System Access Request or modify access to HR I need access to a particular systems. system. HR System Reports Request or ask a question about an HR report. I need access to a particular report. Leave Request a leave of absence. How do I arrange for paternity leave? Leave General Question Ask a general question about taking time off that is not vacation. What are the approved reasons for taking a leave of absence? Life events Ask a life events and benefits question. How do I change my name in the system after getting married? Medical/dental/vision Ask an insurance question. Can I add my spouse to the vision plan? Medical Benefits Enroll, modify, or ask a question Does my medical insurance about your medical benefits. cover me when I am on vacation in another country? New Hire Onboarding Request to onboard an employee. Please onboard a new employee. Offboarding Complete tasks to close accounts and retrieve company assets from a terminated employee. An employee resigns. Onboarding Complete tasks to set up accounts for a new employee and provide company assets, such as a computer. A new employee is hired. Pay Discrepancy Ask about or report a discrepancy in your paycheck. Why is my paycheck less this pay period? © 2018 ServiceNow. All rights reserved. 217 Istanbul ServiceNow HR Service Management Category Description Example Payroll Ask a question about payroll or salary. On what day of the month does my account get credited? Pharmacy Benefits Enroll, modify, or ask a question Can I get name brand about your pharmacy benefits, medications or does my benefit only include generic when available? Retirement Ask about retirement benefits. What is the minimum age at which I can retire? Retirement 401(k) Ask a 401(k) related retirement question. If I am planning to retire, should I scale back my 401(k) contribution? Tuition Ask a question about tuition. Will I be reimbursed for training tuition? Tuition Reimbursement Request tuition reimbursement. Please reimburse me for the class I just completed. Vacation Ask a vacation question. When will I begin to earn more vacation per year? Vision Benefits Enroll, modify, or ask a question How many pairs of glasses can about your vision benefits. I buy per year as part of the benefit? HR PDF document templates in non-scoped HR HR document templates are used to generate PDF documents that include information from an employee's HR profile, in the non-scoped version of HR. You can generate PDF employment verification letters for existing employees. You configure PDF document templates with your company information and logo. You can configure multiple PDF document templates, for example, if you have different letters for different countries. The following templates are predefined. • • Employee Verification Letter in Canada Employee Verification Letter in USA Before you begin generating documents you need to configure the templates with your company logo and text. It is recommended that you obtain the following items and information to configure the predefined HR document templates, or to create new ones. • • • • A page of your company's letterhead. Copies of your current employment verification letter and offer letter templates, if available. The logo image to use in your header. The header image can be a maximum of 50px high. If your letterhead includes a logo and text, ensure that the logo image includes the text, as you can only configure the image in the header. The logo image to use in your footer, if applicable. The logo image can be a maximum of 15px high. You can configure both an image and text in the footer. Modify an HR PDF document template in non-scoped HR You can modify the predefined HR PDF document templates with your company logo and custom text. Role required: admin, hr_manager, or hr_admin Role required: admin, hr_manager, or hr_admin © 2018 ServiceNow. All rights reserved. 218 Istanbul ServiceNow HR Service Management Each pdf document template contains configurable areas for the header, body, and footer. You can enter the body of the letter in a WYSIWYG text editor, and place variables to retrieve information from the employee's or candidate's HR profile. 1. 2. 3. Navigate to HR • Administration Catalog & Templates PDF Document Templates . To add a header image, such as your logo, complete the following steps. a) Next to Header image, select Click to add. b) Click Choose File and select the header logo image from your computer, then click OK. c) From the Image position choice list, select the position of the logo. To edit the body, perform the following steps. a) Review the text and update it with the text from your current document template. b) Add any additional variables as needed. The following list contains all variables that you can add. {{Date}} {{Work email}} {{Department}} {{Name}} {{Work phone}} {{Employee number}} {{Position}} {{Prefix}} {{Employment status}} {{Time type}} {{Nationality}} {{Employment type}} {{Employment start date}} {{Manager}} {{Gender}} {{New Employee}} {{New Employee Address}} {{Position Title}} {{New Employee Last Name}} {{Position Type}} {{Start Date}} {{Hiring Manager}} {{Yearly Compensation}} {{Overtime Pay Rate}} {{Bonus}} {{Number of RSUs}} {{HR Manager}} {{HR Manager Title}} {{Signature}} {{Start Date}} To modify the list of available variables, edit the generalhrform script include. c) 4. Use the formatting tools to perform any of the following actions. Format the text Select the text to format and apply any of the formatting options, such as bold, italic, underline, font styling. You can apply justification, bullets, and numbers as needed. Add an image Click the image icon and attach the image or search for it in the image library. You can also add a new image to the library. To configure the footer, perform the following steps. a) If you have a footer image, select Click to add next to Footer image. b) Click Choose File, select the footer logo image from your computer, then click OK. c) From the Image position list, select the position of the logo. d) Enter the footer text, if applicable. The footer text appears based on the selected footer image position. If you selected to position the image on the right or centered, the footer text is left-justified. If you selected to position the image on the left, the footer text is right-justified. If there is no footer image, the footer text is center-justified. © 2018 ServiceNow. All rights reserved. 219 Istanbul e) 5. ServiceNow HR Service Management Select the page size. Click Update. Review the look of the generated letter by impersonating an employee and submitting the associated catalog item. You must impersonate the user assigned to work on the case to generate the letter within the HR case. Continue editing and testing the letter template until you are satisfied with the generated PDF. Add an HR PDF document template in non-scoped HR You can add HR pdf document templates for employment verification or job offers as needed. Role required: admin, hr_manager, or hr_admin The easiest way to add a new HR PDF document template is to open one of the existing templates and save it as a new template. The steps below follow this process. 1. 2. 3. 4. 5. Navigate to HR • Administration Catalog & Templates PDF Document Templates . Open one of the HR PDF document templates of the type that you want to add. Enter a new name. Right-click the form header and select Insert and Stay. The new HR PDF document template is saved and the page refreshes with the new name. Perform any of the following actions to modify the template. For more information about updating the form sections, seeModify an HR PDF document template in non-scoped HR on page 218 . Option Description Update the header logo Select a new image and position, as needed. Update the text Enter and format the text in the Body. Available variables are listed below. Update the footer Select a new footer image and its position, as needed. Modify the text if necessary. Change the page size Select the page size from the choice list. HR PDF document template variables: 6. {{Date}} {{Work email}} {{Department}} {{Name}} {{Work phone}} {{Employee number}} {{Position}} {{Prefix}} {{Employment status}} {{Time type}} {{Nationality}} {{Employment type}} {{Employment start date}} {{Manager}} {{Gender}} {{New Employee}} {{New Employee Address}} {{Position Title}} {{New Employee Last Name}} {{Position Type}} {{Start Date}} {{Hiring Manager}} {{Yearly Compensation}} {{Overtime Pay Rate}} {{Bonus}} {{Number of RSUs}} {{HR Manager}} {{HR Manager Title}} {{Signature}} {{Start Date}} Click Update. © 2018 ServiceNow. All rights reserved. 220 Istanbul ServiceNow HR Service Management Review the look of the generated letter by impersonating an employee and submitting the associated catalog item. You must impersonate the user assigned to work on the case to generate the letter within the HR case. Continue editing and testing the letter template until you are satisfied with the generated PDF. PDF APIs and PDF document templates in non-scoped HR Use PDF APIs to create PDF document templates. PDF APIs are called through server-side scripts like business rules and script includes. API Details The GeneralFormAPI.setDocument() sets document parameters for PDF generation. The parameters are: setDocument( headerImage Image in the header of the document template. , footerImage Image in the footer of the document template. , footnote Footnote at bottom center. , headerPosition Position of header image. Values are Left, Right, and Center. , footerPosition Position of footer image. Values are Left, Right, and Center. , pageSize Sets page size for document template. Values are Letter, Legal, and A4. View the 'generate()' API function in the GeneralHRForm script include to see how the API works: Code snippet: var generalFormAPI = new global.GeneralFormAPI(this.fileName, this.targetTable, this.targetId); generalFormAPI.setDocument(this.headerImage, this.footerImage, this.footnote, this.headerPosition, this.footerPosition, this.pageSize); generalFormAPI.createPDF)this.body); Document generation APIs and script includes in non-scoped HR The following APIs and script includes are available for generating PDF documents. The GeneralHRForm script include has the following APIs: API Input Output Description generate manual (Boolean) Generation status (Boolean) Generates a PDF document. When set to true, generates documents manually. For example, Generate action on Preview Document. This API returns a boolean value when a pdf is generated. © 2018 ServiceNow. All rights reserved. 221 Istanbul ServiceNow HR Service Management API Input Output Description createPDF tableName (String), tableId (String) N/A The inactivateRelatedDrafts inactivates draft documents for the tableName and tableId input parameters. When the tableId is the sys_id of a case with child tasks, then draft_documents for the tasks are also inactivated. hasDraftDocument tableName (String), tableId (String) Boolean Returns a boolean value when a draft document is attached. Input parameters are tableName (takes name of the table the draft document is attached), tableId (takes the sys_id of the table). The table can be the HR Task or HR Case when the sys_class_name within the api call. getDraftDocument tableName (String), tableId (String) draft document Glide Record (GlideRecord) Takes tableName and tableId of the record that the draft document is attached to. It returns the draft document GlideRecord matching queried based on input values. remove_all_variables parsedBody (String) parsedBody (String) The remove_all_variables method takes document body and removes tags (${dummy_tag_value}). validateTemplate parsedBody (String), tableName (String) parsedBody (String) Validates tags in a document template body. The variables in the tags are matched against the fields/dotwalked fields of the tableName passed as an input argument. The GeneralFormAPI script include has the following APIs: © 2018 ServiceNow. All rights reserved. 222 Istanbul Output ServiceNow HR Service Management API Input Description setDocument headerImage (String), N/A footerImage (String), footnote (String), headerPosition (String), footerPosition (String), pageSize (String) Sets the building blocks/parameters of a document for PDF generation. createPDF body (String), pages (number) N/A Takes body and number of pages and generates the PDF document. After the document is generated, it is attached to the table that the createPDF action is requested. setDocTempleInfo headerImage (String), N/A footerImage (String), footnote (String), headerPosition (String), footerPosition (String), pageSize (String) A setter method for setting document template building blocks. startHTMLParser N/A N/A Opens a write stream for htmlparser to enable document generation. Output Description The GeneralPDF script include has the following APIs: API Input setDocument headerImage (String), N/A footerImage (String), footnote (String), headerPosition (String), footerPosition (String), pageSize (String) Sets document template building blocks. startHTMLParser N/A N/A Opens a write stream for htmlparser to enable document generation. stopHTMLParser N/A N/A Closes the write stream after document generation method is complete. addHTML html (String) N/A Appends html snnipets to the document body. addNewPage N/A N/A Moves the cursor to the next page. addCells cells (Object), row_length (String) N/A Adds cells, relevant text, and properties to a table. © 2018 ServiceNow. All rights reserved. 223 Istanbul ServiceNow HR Service Management API Input Output Description addSVG svg (String), position (Object) N/A Adds svg to a document template. setPDFDoc pdfDoc (Object) N/A Sets pdfDoc objects. setProperties properties (Object) N/A Sets document properties. setHeader header (String) N/A Sets the header for a document template. Note: Not used. setFooter footer (String) N/A Sets the footer for a document template. Note: Not used. setWatermark watermark (String) N/A Sets watermarks on a generated PDF document. get N/A ByteArrayInputStream Returns a document as a ByteArrayInputStream. HR skills management in non-scoped HR Your organization can define HR skills to establish the qualifications of HR staff, in the non-scoped version of HR. Skills can be included in the auto-assignment process used to assign HR agents to HR cases and tasks. Some HR skills are predefined, and you can create as many other skills as you need. You can assign skills to users or groups. When you assign a skill to a group, the skill is assigned to every group member. Skills can contain other skills. For example, you may have an HR Policies skill that contains Travel & Expense and Corporate Policies skills. You can create skills from the Manage HR Skills module in HR - Administration Catalog & Templates or from the Skills application. However, you must use the Skills application to define the skill hierarchy. Skills and auto-assignment of HR cases and tasks In the Configuration module for Human Resources, the Auto-selection of agents for tasks requires them to have skills option determines whether the organization is including skills in the auto-assignment of HR cases and tasks. If this option is set to some or all, then it is important to ensure that the proper skills are defined and assigned to HR staff. You then assign the necessary skills to the HR case and task templates that are used to create HR cases. For example, an HR task template for submitting a travel & expense policy question is assigned the HR Policies and Travel & Expense skills. When the template is used to submit an HR case, the autoassignment process finds an HR agent with one or both of these skills, depending on the configuration setting. © 2018 ServiceNow. All rights reserved. 224 Istanbul ServiceNow HR Service Management Create or modify an HR skill in non-scoped HR You can create HR skills and assign them to HR staff to assist with the auto-assignment of HR cases and tasks. Role required: admin or hr_admin Skills can contain other skills. For example, you may have an HR Policies skill that contains Travel & Expense and Corporate Policies skills. The following procedure describes how to create and edit HR skills from the Skills application. Although you can create and edit skills in the HR - Administration Catalog & Templates Manage HR Skills module, you must use the Skills application to assign child skills. 1. 2. 3. 4. 5. 6. 7. 8. Navigate to Skills Skills . Click New or open an existing skill. Enter or edit the skill Name and Description. Save or submit your changes. To associate child skills, complete the following steps. a) In the Contains Skills related list, click Edit. b) Double-click skills in the Collection list to move them to the Contains Skills List. c) Click Save. If you add child skills to a skill that is assigned to a group, the child skills are assigned to the members of the group. Messages are displayed to notify you of the group members who were assigned the child skills. To assign users to the skill, complete the following steps. a) In the Users related list, click Edit. b) Double-click users in the Collection list to move them to the Users List. c) Click Save. If you add users to a skill with child skills, the child skills are assigned to the user. Messages are displayed to notify you of the skills that were assigned. To associate task models with the skill, complete the following steps. a) In the Models related list, click Edit. b) Enter a term in the filter field above the Collections list to see just the HR models. For example, enter hr as a standard prefix used to name tasks that are added to HR templates. c) Double-click a model in the Collection list to move it to the Models List. d) Click Save. Click Submit or Update. Assign an HR skill to a group in non-scoped HR When you assign skills to HR groups, all members of the group inherit the skills and any child skills. Role required: admin or hr_admin 1. 2. 3. 4. Navigate to Skills Groups . This is the same list that appears under User Administration Groups . Select the HR group that you want to assign skills to. In the Skills related list, click Edit. Double-click skills in the Collection list to move them to the Skills List. © 2018 ServiceNow. All rights reserved. 225 Istanbul 5. ServiceNow HR Service Management Click Save. Messages are displayed to notify you of the skills that were assigned to each group member. Figure 19: Messages displayed for group skill assignment Assign an HR skill to a user in non-scoped HR You can assign skills to HR users to facilitate the auto-assignment of HR cases and tasks. For more information about HR skills and the auto-assignment process, see HR skills management in nonscoped HR on page 224. Role required: admin or hr_manager The following procedure describes how to assign HR skills in the Manage HR Skills module. If you want to define a parent and child hierarchy for HR skills, you must use the Skills application. 1. Navigate to HR • Administration Catalog & Templates Manage HR Skills . © 2018 ServiceNow. All rights reserved. 226 Istanbul ServiceNow HR Service Management Figure 20: HR skills assignment 2. Skills appear on the left. Select a skill to see the assigned users on the right. The user cards indicate how many skills each employee is assigned. If no skills are assigned to a user, the number on the user card is red. Skills with no assigned users are red in the skills list. Select a skill in the All Skills list to assign to users. © 2018 ServiceNow. All rights reserved. 227 Istanbul 3. 4. 5. 6. 7. 8. ServiceNow HR Service Management Click Assign/remove users. The list of all users in the HR department appears on the right. Users assigned to the skill are highlighted in blue. To search for an HR user, type any information, such as name, location, or title, in the search box above the list of users. As you type, the list narrows to display user cards that contain those letters in any field. Perform any of the following actions. Option Description Assign a user Click the user card. It is then highlighted in blue. Unassign a user Click the highlighted user card. Its highlight is removed. Click Save. To assign other skills to a user, complete the following steps. a) Select All Users in the list on the left and locate the user on the right. b) Click the arrow next to Skills: # in the user card. c) Select the skills for the user, and click Save. To configure skills, perform any of the following actions. Option Description Add a skill Click New Skill, enter the skill name and description, and click Submit. Edit a skill Click the pencil icon beside the skill name in the HR Skills list. Change the information and click Submit. Configuration in non-scoped HR You can set the configuration of the HR application to determine how to handle day-to-day operations, in the non-scoped version of HR. Role required: admin or hr_admin You must be in the global domain to set HR configuration options. Administrators in domains lower than the global domain can view the Configurations page, but cannot modify the settings. 1. Navigate to HR • Administration Administration Configuration . The options on the configuration screen are arranged in a multiple-tabbed layout: • • • • 2. The Business Process tab contains options for setting up the request life cycle, creating catalogs and requests, and configuring notifications. The Assignment tab contains options for setting up manual and auto-assignment. The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities. The Human Resources tab contains specific options for the HR application. A configuration option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency column must be enabled for the option to be displayed. Select configurations on the Business Process tab. © 2018 ServiceNow. All rights reserved. 228 Istanbul ServiceNow HR Service Management Table 63: Business process tab options Field Description Dependency Select the method for assigning requests. • Automate state flows on the Human Resources tab is enabled. • Automate state flows on the Human Resources tab is enabled. Lifecycle Assignment method for requests • • • using auto-assignment: Requests are automatically assigned. using a workflow: Select the assignment workflow. manually: Manually assign requests. Note: The assigned state was removed from the base system. When you have customizations that use the assigned state, import it into your current version. Go to your previous instance, copy your custom assigned state (export to XML), and import it to your current instance. Use this workflow to assign requests Select the workflow for assigning requests. © 2018 ServiceNow. All rights reserved. 229 Istanbul Field ServiceNow Description HR Service Management Dependency Lifecycle Assignment method for tasks Select the method for assigning tasks: • • • • Automate state flows on the Human Resources tab is enabled. using auto-assignment: Tasks are automatically assigned. using a workflow: You are prompted to select the workflow you want to use for assignment. manually: Manually assign tasks. Use this workflow to assign tasks Select the workflow for assigning tasks. • Automate state flows on the Human Resources tab is enabled. Copy task work notes to request Enable this option to • synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request. Automate state flows on the Human Resources tab is enabled. Catalog and Request Creation Create or update requests by inbound email. Enable this option to allow inbound email messages to create or update requests. Templates create a dedicated catalog item Enable this option to allow automatic publishing of catalog items for the application. Notification © 2018 ServiceNow. All rights reserved. 230 Istanbul Field ServiceNow Description HR Service Management Dependency Lifecycle Table Set up notifications for changes to HR cases or tasks. Field Recipients • • • Table: Select whether this notification is sent for a change to the Request or the Task table. Field: Select the field that must change for the notification to be triggered. Recipients: Select the recipients of the notification. If you select a specific user or a specific group, you are prompted to select a user or group. Enter as many notifications as you need. To remove a notification, click the delete (-) icon on the right. 3. Click the Assignment tab and select configurations. Table 64: Assignment tab options Field Description Dependency Manual Assignment Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task. Auto-Assignment / Scheduling Auto-selection of agents will consider time zone for tasks Enable this option to • consider the time zone of the agent when assigning a task Automate state flows on the Human Resources tab is enabled. Additional Factors © 2018 ServiceNow. All rights reserved. 231 Istanbul Field ServiceNow HR Service Management Description Dependency Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location get preference. • Manual Assignment Auto-selection of agents will consider location of agents • • Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining autoassignment. • • • • • Select all to require that an assigned agent has all • the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills to perform the task. Select none to autoassign agents without the required skills. Auto-selection will attempt to Enable this option to auto• assign the same agent to all assign all tasks for a request tasks in a request to the same agent. • • 4. Automate state flows on the Human Resources tab is enabled. Assignment method for requests: using autoassignment Assignment method for tasks: using autoassignment Automate state flows on the Human Resources tab is enabled. Assignment method for requests: using autoassignment Assignment method for tasks: using autoassignment Automate state flows on the Human Resources tab is enabled. Assignment method for requests: using autoassignment Assignment method for tasks: using autoassignment Click the Add-ons tab and select configurations. Table 65: Add-ons tab options Field Description Dependency Documentation Enable a dedicated knowledge base Enable this option to install the knowledge base for the application. © 2018 ServiceNow. All rights reserved. 232 Istanbul Field Description ServiceNow HR Service Management Dependency Documentation Enable managed documents Enable this option to add a related list to managed documents. Enable task activities Enable this option to log the task interactions and communications, such as phone calls and email messages. Associated Task Tables Select associated tables 5. Click Add to select more tables. Click the Human Resources tab and select configurations. Note: If you are using Microsoft Internet Explorer 8 or 9, the Human Resources tab does not appear. You can set these properties in the System Properties [sys_properties] table. Table 66: Human Resources tab options Configuration setting Description HR profile fields that users or managers can Select the HR profile fields that are editable. edit without HR approval include <number of Click Save to exit the selection dialog and fields> save your changes. The personal information fields that you enable, such as name, address, and personal contact information, are editable by employees directly in their HR profile. For example, you may allow employees to edit their home address and personal email address, but not their name or marital status. The sensitive and employment information fields marked editable allows the manager of the employee or an HR agent to submit an employee change request. If only editable information is changed, the HR profile is updated and the HR case that is created when the request is submitted and closed. Human Resources group email Enter the email address for the HR team. This email address is for the Contact HR link on the HR Portal. When it is used, an HR case is created using an inbound email action. © 2018 ServiceNow. All rights reserved. 233 Istanbul ServiceNow HR Service Management Configuration setting Description Automate state flows Enable this option to use state flows for HR cases and tasks. Disable it to use only workflows to automate the status of HR cases and tasks. If state flows are automated, HR agents are not able to manually change the state of HR cases and tasks. If state flows are not automated, the state of HR cases and tasks can be changed manually. Also, the HR business rules that invoke the state flow process are inactive. Default HR case priority for VIP user is 2High 6. Select the default priority to assign to an HR case that is entered for a VIP user. Click Save. Clicking Save on any tab saves all configuration settings. HR profile editable field configuration in non-scoped HR An option in Human Resources Configuration provides a list of HR profile fields that can be enabled for edit. Understand the difference between how the personal and the employment information fields are updated in the HR profile based on this configuration. Typically, organizations allow employees to update certain personal information, but not sensitive and employment information. HR agents or the manager of the employee changes sensitive information. For example, employees can change their home address and personal email address, but the manager must update the position when the employee is promoted. The HR profile fields that users or managers can edit without HR approval include <number of fields> option in Human Resources Configuration provides the list of editable HR profile fields. The following list of fields indicates which of the configurable fields contain personal and which contain sensitive and employment information. Personal information fields Sensitive and employment information fields • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • Home address Home city Home country Home phone Home state/province Home zip/postal Middle name Personal email Personal mobile phone Prefix Work email Work mobile Work phone Date of birth Department Employee number Employment end date Employment start date Employment status Employment type Ethnicity First name Gender Last name Location Location type Manager Marital status Nationality Notice period © 2018 ServiceNow. All rights reserved. 234 Istanbul Personal information fields ServiceNow HR Service Management Sensitive and employment information fields • • • • • Place of birth Position Probation end date Probation period Time type In the configuration option field list, all personal information fields are enabled for edit by default. All employees can open their HR profile from the HRSM Portal and update these fields. If you do not want to allow employees to update one or more of these fields, disable editing by clearing the check box in the configurable list. For example, you may not want employees updating their work email address or phone number. ACLs control the HR profile personal information fields, which can be modified when more controlled access is needed. The employment information fields that you enable for edit allow the manager of an employee to update the field. However, the manager cannot open the HR profile of the employee. The manager must submit an employee information change request with the updated information. When the request to change the editable fields is submitted, the HR Employee Change Workflow takes the following actions. • • • Opens an HR case. Updates the HR profile of the employee. Closes the HR case. To update any HR profile fields that are not editable, employees or their managers submit an employee information change request. An HR case is created and the HR Employee Change Workflow is started. The workflow requires that the change request is approved. When it is approved, the fields are updated and the HR case is closed. Assignment rules in non-scoped HR You can define rules to assign cases to specific users or groups automatically based on the rule conditions, in the non-scoped version of HR. Assignment rules help quickly assign new or modified HR cases for resolution. For example, an assignment rule could specify that cases submitted by users in Germany are automatically assigned to the HR group in Berlin. Assignment rules contain the following elements. • • • Applies To: Conditions that must be met for the rule to process. Assign To: Users and groups to assign the case to if the conditions are met. Script: If necessary, entry to customize the assignment rule further. Assignment rules are applied only when an HR case is submitted and either no template was selected or the selected template does not assign the Assignment group. In either of these cases, a predefined assignment rule assigns HR cases to the HR group. If you have more than one HR department, you can remove the HR group assignment from the HR template and use assignment rules to assign the HR group. For example, if you have HR departments in both the U.S. and German offices, you can create an HR group for each office. You set up assignment rules to assign the HR group based on the location of the employee who submitted the HR case. If your organization is using HR skills to qualify HR case assignments, ensure that the assigned user or group members have the required skills. To determine whether skills are being used and assigned, check the following configuration options. © 2018 ServiceNow. All rights reserved. 235 Istanbul • • • ServiceNow HR Service Management HR • Administration Administration Configuration : From the Assignment tab, check Auto-selection of agents for tasks requires them to have skills. If all or some is selected, continue to check the following options. HR • Administration Catalog & Templates HR Templates : Look at the template that corresponds to the assignment rule to see what skills, if any, are required. HR • Administration Catalog & Templates Manage HR Skills : Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save. Create an HR assignment rule in non-scoped HR Assignment rules are used to assign the HR group when it is not assigned from the catalog item template. You can create HR assignment rules as needed. Role required: admin or hr_admin 1. 2. 3. Navigate to HR • Administration Administration Assignment Rules . Click New. By default, the assignment rule is for the HR Task [hr_task] table. Complete the form. Table 67: Assignment Rules form Field Description Name Descriptive name for the HR assignment rule. Order Order in which the rule processes. Rules with lower-order numbers are processed first. If a rule is applied, the rules with a higher-order number are not processed. For example, an assignment rule with order 100 states to assign the case to a group with the specified skill. Assignment rule with order 200 states to assign the case to the group HR. If a group has the specified skill, then it is assigned. If not, then the second rule runs and assigns it to HR. Application Indicates global application scope. Active Check box that specifies the rule is in use. Applies To Table Table with the records that the assignment rule applies to. Default is the HR Task [hr_task] table. Conditions Conditions in which the assignment rule applies. Assign To Applies To User to assign to the case when this rule is applied. © 2018 ServiceNow. All rights reserved. 236 Istanbul ServiceNow HR Service Management Field Description Assign To Group to assign to the case when this rule is applied. Script Script Script to define advanced assignment rule functionality. Current.variable_pool set of variables is available. Note: Two example scripts are provided as a comment. You can modify either script or use the information as a starting point for your own script. Remove the examples when you are finished. 4. Click Update. After creating the assignment rule, you can test it to verify that it works. Test an assignment rule in non-scoped HR You can test a new assignment rule to verify that it works as intended. Role required: admin or hr_admin 1. 2. 3. 4. Create a new HR case. Fill in the fields with data that matches the assignment rule conditions. Submit the HR case. Reopen the case and check that the correct assignment information was added. If the correct assignment information was not added, check to see whether you are using HR skills and if the user has the required skills. • • • HR • Administration Administration Configuration : From the Assignment tab, check Auto-selection of agents for tasks requires them to have skills. If all or some is selected, continue to check the following options. HR • Administration Catalog & Templates HR Templates : Look at the template that corresponds to the assignment rule to see what skills, if any, are required. HR • Administration Catalog & Templates Manage HR Skills : Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save. After verifying that the necessary skills are assigned to the correct users, test the assignment rule again. HR Case Management for non-scoped HR HR Case Management holds the details of HR requests, such as requests for information, and HR processes, such as onboarding and offboarding, in the non-scoped version of HR. Users can submit HR cases through the HR Service Portal. HR specialists, generalists, and managers can perform any of the following tasks. • • Create HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence. Create HR cases for automated HR processes, such as employee onboarding and offboarding. © 2018 ServiceNow. All rights reserved. 237 Istanbul • ServiceNow HR Service Management View HR case information and manage the overall HR workload. For example, a manager may work with all HR cases that are not assigned. HR cases can have one or more associated HR tasks to manage individual pieces of work within the case. Administrators can customize the predefined HR case processes such as inquiries, onboarding, and offboarding. New HR processes can be designed to meet your organization's requirements. For example, you may have a process for maternity and paternity leave requests that you can automate. Processes may vary depending on the employees they relate to, their teams, locations, positions, and other factors. For example, an onboarding process for a sales employee may differ from the onboarding process for an IT employee, and an employee who travels requires a laptop, but an employee based in the office is given a desktop. After a process is defined, the associated department can set up and maintain the rules and conditions for the process. Example HR request An employee named Alan wants to find out about the company's paternity leave policy. He also wants to discuss flexible working hours around the expected time of the birth of his child. 1. Alan submits an HR request through the HR Service Portal asking about paternity leave policies and requesting a meeting to discuss flexible working hours. 2. An HR case is created and assigned to an HR agent, such as a specialist or generalist, based on assignment rules. 3. The HR agent processes the HR case, creating two HR tasks for this two-part request. Each task is assigned to the user who can process it. 4. When all the tasks are completed, the HR case is closed. Create an HR case in non-scoped HR HR agents can create HR cases for employees, for example, if an employee calls with a question that must be investigated, in the non-scoped version of HR. Typically, employees use the HR Service Portal to create HR cases for themselves by submitting a request through the HR Service Portal or Catalog. Role required: hr_basic or hr_case_writer HR agents can create a new HR case using the Create New Case form. The HR agent can select a category to create standard tasks for each type of case. 1. 2. Navigate to HR • Case Management Case Management Create New Case . The HR Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage. Complete the fields on the left side of the form. Table 68: HR case fields Field Description Number The auto-assigned case ID number, which cannot be changed. © 2018 ServiceNow. All rights reserved. 238 Istanbul ServiceNow HR Service Management Field Description Opened for The user who needs HR assistance. Click the lookup icon and select the user. The user's location and department information is filled in automatically if it is known. If you are creating an onboarding case, the user is not yet in the system. Leave this field blank and select the Onboarding category. Location The geographical location of the user associated with the case. Department The department of the user associated with the case. If you select the department, the Manager field is populated if there is an assigned department head. Category The category of the HR case. By selecting the category, you can save the new case and initiate the auto-assignment process, if one is available. Note: Some of the case categories have an associated workflow. If you select the Onboarding category the Create Onboarding User dialog opens. Proceed with step 3 below. HR profile The associated HR profile, if any. Click Create Profile to automatically generate the HR profile if none exists. 3. 4. 5. 6. If you selected the Onboarding category, enter the user's name and email address in the Create Onboarding User dialog. Enter a short description. As you enter the short description, a list of knowledge articles matching words you type appears below the notes section. You can preview the articles to determine whether the caller's question is answered. Right-click the form header and click Save. When the new case is auto-assigned, the workflow stage and State fields move to Assigned. The Assignment group and Assigned to fields are populated. You can change these fields if necessary. Knowledge articles that appeared when you entered the short description are listed. There are two tabs; one showing articles that you have access to, and one showing articles that the caller can access. These may be different, for example, if you are located in the U.S. and the caller is located in Mexico and there are different articles for each country's holiday schedule. To preview and attach a knowledge article to the case, complete the following steps. a) Click Preview next to an article. If you know the article contains the information you need without previewing it, click Attach next to the article. The article opens in a pop-up window. Click the up or down arrow to review the previous or next article. Click (X) to close the window. © 2018 ServiceNow. All rights reserved. 239 Istanbul b) 7. ServiceNow HR Service Management To attach the article, click Attach to HR Case. The article content is copied into the Activity field. After you update the case, the article appears in the Attached Knowledge related list. Complete the form. Table 69: HR case fields Field Description State The state of the case. Priority The precedence of the case, based on the category and whether the employee is a VIP. Opened The date and time the case is opened. Opened by The user creating the record. Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources. Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the add me icon to include yourself. Skills The required skills of the person assigned to this category of HR case. Short description A brief description of the case. A default value appears if you selected a category. Description A longer, more detailed description of the case. Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it. 8. Depending on the case category, HR profile fields may appear. Enter any new or changed profile information for the user. 9. Click an option under Related Links to add tasks, employment history, or emergency contacts, or to see the caller's organization chart. 10. Click Update. © 2018 ServiceNow. All rights reserved. 240 Istanbul ServiceNow HR Service Management After the HR case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended, for example, if the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available. HR managers and administrators can view case SLA records by navigating to HR - Case Management Case Management Case SLAs . You can also run SLA reports. Work on an HR case in non-scoped HR You work on an HR case to answer the question or resolve the issue, in the non-scoped version of HR. You can use the HR Case Dashboard to review the priority and work on your assigned cases. Role required: hr_basic or hr_case_writer The HR Case Dashboard shows you, at a glance, how many cases are assigned to you, how many cases are high priority, and the number of breached cases. Your assigned HR cases display in a list. There are several ways that an HR case may be resolved. • • • • Enter an answer in the Additional comments field. Attach knowledge articles that describe the benefit or policy in question. Add request items if applicable. For example, a case to change a department and position may require a task to obtain software needed in the new role. Add tasks and assign them to the fulfillment group. Note: The state changes described are for the default HR configuration. Your organization may have configured the workflow. If so, you may experience differences in the process flow. 1. 2. 3. 4. From the HR Case Dashboard or another list of open HR cases, open the HR case to work on. When the name in the Opened for field is in red, the HR case is for a VIP user and prioritized over other cases. The service level agreement (SLA) is set to a shorter duration. Based on the short description, the system looks for similar cases that may help you resolve this HR case. As you look at the HR case details, review the Similar Cases related list. Also, you can see which knowledge base articles the user looked at by reviewing the KB article read by user (#) related list. If the HR case is assigned to someone else and you are taking it over, click Assign to Me at the top of the form. The form refreshes and your name appears in the Assigned to field. If the state is Draft or Ready, click Start work in the form header. The state changes to Work in Progress. Perform any of the following actions. © 2018 ServiceNow. All rights reserved. 241 Istanbul ServiceNow HR Service Management Option Description Update employee HR profile information Enter information in any of the following sections or related lists: • • • • • Employment Information About Employee Contact Information Emergency Contacts Employment History Note: Depending on the case category, you may not see all sections and related lists. Attach a knowledge article Follow the steps in Attach a knowledge article to an HR case in non-scoped HR on page 197. Request more information Follow the steps in Suspend and resume an HR case in non-scoped HR on page 244. Order request items Click New in the Requested Items related list. Complete the form and click Submit. Add tasks Click Add Task under Related Links. Select the type of task to create. Complete the form, click Ready for Work, and click Submit. You can reopen the task and click Start Work when the task is assigned to you and you are ready to work on it. 5. 6. 7. 8. To view the manager of the user in the Opened for field, scroll to Related Links and click Show employee org chart. When finished viewing the org chart, click the back arrow on the upper left. If you determine that the case can be canceled, click Cancel at the top of the form. A popup window appears. Write the reason for canceling the case in theWork note field and click OK. To add a checklist, click the arrow beside Checklist and select the checklist to add. To create a new checklist, perform the following steps. Checklist appears if the administrator configured the form to display it. a) Click the arrow beside Checklist and select Create new. b) Enter the first item in the text box that appears and press the enter key. c) Enter subsequent items to complete the checklist. d) To save the checklist for reuse, click the arrow beside Checklist and select Save as Template. Enter the name and click Save. You can click the minus icon to the right of a checklist item to delete it. You can click and drag a checklist item to another position in the list. When finished, perform one of the following actions. © 2018 ServiceNow. All rights reserved. 242 Istanbul ServiceNow HR Service Management Option Description Close the case Enter resolution information and click Comment for the caller to see the note or Work Note for internal information. Click Close Complete at the top of the form. Note: All HR tasks must be closed before the parent HR case can be closed. Save the case to continue working on it Enter work notes describing your progress and click Update. If you closed the case, the state changes to Awaiting Acceptance and the caller is notified to review it and accept or reject the resolution or reopen the case. When it is accepted, the state changes to Closed. If there is no response within two business days, the case closes automatically. If the resolution is rejected, the case is reopened to the Work in Progress state. View and update an HR task in non-scoped HR You can work on the HR tasks assigned to HR cases in the non-scoped version of HR. Role required: hr_basic or hr_task_writer You can view HR tasks from the parent HR case by scrolling to the Tasks related list. To work with HR tasks directly, follow these steps. 1. 2. 3. Navigate to HR • Case Management HR Tasks , and select a module, such as Open or Assigned to me. Click the task to view. Perform any of the following actions. Option Description Begin working on a new task Click Start work. Note: The parent HR case must be in progress for you to start work on the task. Close a task Enter information in the Work notes field and other fields as needed, and change the State to Closed Complete. Note: All HR tasks must be closed before the parent HR case can be closed. Clone the task to create a new task Click the Clone Task related link. Enter the new task information in the task form and click Update. Cancel the task Click Cancel Task in the form header. Review the progress of sibling tasks Scroll to the Sibling Tasks related list. If sibling tasks are listed, click a task number to see the details. When all tasks are closed for an HR case, an email notification is sent to the HR agent who is assigned to the case. © 2018 ServiceNow. All rights reserved. 243 Istanbul 4. 6. HR Service Management To suspend the parent HR case service level agreement (SLA) because you need more information, look for one of the following options under Related Links. If one appears, select it and enter a description of the information you need. • • • 5. ServiceNow Request document: Suspend a task because a document is needed. Request additional user information: Suspend a task because more information is needed. Suspend case: Suspend a task for any other reason. When no choices appear and you want to suspend the case, open the parent HR case and suspend it. You can suspend the HR case from more than one task, when needed. The HR case is suspended. The employee receives an email notification and responds by providing the information. You are notified when this action is completed. To add a checklist, click the arrow beside Checklist and select the checklist to add. To create a new checklist, perform the following steps. Checklist appears if the administrator configured the form to display it. a) Click the arrow beside Checklist and select Create new. b) Enter the first item in the text box that appears and press the enter key. c) Enter subsequent items to complete the checklist. d) To save the checklist for reuse, click the arrow beside Checklist and select Save as Template. Enter the name and click Save. You can click the minus icon to the right of a checklist item to delete it. You can click and drag a checklist item to another position in the list. Click Update. Suspend and resume an HR case in non-scoped HR You can suspend an HR case if you are unable to close the case within the duration specified in the service level agreement (SLA). Role required: hr_basic or hr_case_writer For example, you may need to contact a vendor, such as the insurance administrator or payroll processing company, to obtain the information needed to close the case. After beginning work on the case, you can suspend it until the information is received. This way the HR case does not show that the SLA is breached. When the information is received, you enter it into the case and resume SLA tracking. 1. 2. 3. Open the HR case to suspend. You must begin work on the case before you can suspend it. Click Suspend. The Suspend Reason pop-up window opens. Select one of the following suspension reasons and enter the information you are waiting for. • • • • • 4. User: If you need more information from the employee before proceeding. Company: If you are waiting for a reply from a vendor or other outside company. Document: If the employee needs to attach documentation to the HR case. Group: If you are waiting for a reply from an internal group. Other: If you suspend the case for any other reason. For example, if you are waiting for the health insurance administrator to investigate an employee claim, select Company for the reason and enter Results of investigation or something similar. Click Suspend. The SLA stops progressing and the suspension notes appear in the activity stream as work notes. You can continue to add work notes to a suspended case. © 2018 ServiceNow. All rights reserved. 244 Istanbul 5. ServiceNow HR Service Management To resume a suspended HR case, open the case and click Resume. The SLA progress is resumed. Request user documentation in non-scoped HR You can request that an employee attach required documentation to an HR case. Role required: hr_basic or hr_case_writer To request documentation, you suspend the case with a Document suspend reason. The case SLA is stopped and a task is created and assigned to the Opened for employee. Examples of required documentation include the following. • • • Receipts for tuition reimbursement Affidavits of domestic partnership to extend benefits Work visas 1. 2. Open an HR case that requires documentation. Click Suspend. The Suspend Reason pop-up window opens. Select Document from the Reason choice list. Enter a Work Note describing the document that is required to resolve the case. 3. 4. 5. The employee sees this description in the email notification they receive. Click Suspend. The case is suspended and a task is assigned to the user who must submit the documents. An email notification with a link to the task is sent to the employee. The employee clicks the link in the email to open the task. When the documentation is attached, it is automatically set to Closed Complete. The attached documentation is moved to the HR case, and you receive notification that the HR case is resumed and the task is closed. You can click the link in the email notification to open the HR case. Review the attachments, and then complete and close the HR case. Escalate an HR case in non-scoped HR You can escalate an HR task if you are unable to resolve the issue. This action reassigns it to the manager of the HR group. Role required: hr_basic or hr_case_writer An HR case may need to be escalated when you encounter any of the following conditions. • • • Are unable to complete the task due to excessive workload. Do not have the necessary skills. Need help with some part of the HR case. An escalated HR case is reassigned to the manager of the HR group assigned to the case. The manager can resolve the case or reassign it to someone with the necessary skills or available time. Note: The manager must be a member of the assigned group. If the manager is not a member of the group, then an error message appears when the escalation is submitted and no action is taken. 1. 2. 3. 4. Open an HR case to be escalated. Under Related Links, click Escalate case. Enter a reason for the escalation in the dialog window that opens. Click OK. © 2018 ServiceNow. All rights reserved. 245 Istanbul ServiceNow HR Service Management The case is reassigned to the manager. An email notification is sent that contains the escalation reason so the manager can determine how to proceed. HR cases for VIPs in non-scoped HR Your organization can assign VIP status to users, such as the CEO and vice-presidents, to ensure that the resolution of their tasks is given high priority, in the non-scoped version of HR. If your organization uses the VIP feature, set up the following to ensure that VIP HR cases are handled appropriately. • • • • • • Navigate to Skills Groups . Add members or a group to HR VIP Watchlist. When an HR case is submitted, members of this group receive notification as the case progresses. Review the HR service level agreement (SLA) for handling VIP cases. The duration is two hours. When the duration is reached, the SLA is breached and the members of the watchlist are notified. Navigate to HR Administration Properties . Enter a case priority number in the Default case priority for VIP requestor field. For VIP employees, check the VIP box on their HR profile. Note: Customize the HR profile form in the Form Designer to show the VIP check box. You can identify VIP HR cases in the following ways: • • • HR Cases list: A VIP icon appears in the Opened for field. You may have to personalize the list to see the Opened for field. HR Case form: The employee name in the Opened for field is red. HR catalog items: When the form is submitted, a message appears at the top identifying the submitter as a VIP. Checklists in HR cases and tasks in non-scoped HR A feature of tasks is the ability to add a checklist, in the non-scoped version of HR. In an HR case or task, a checklist can serve as a reminder to the HR agent to ensure that the procedure is followed. A checklist can be added as a reminder for just the current case, or the HR agent can save the checklist for reuse. Do not confuse checklists with HR tasks. Here is an example of how both might be used for a request to change employee HR profile information. 1. A manager submits an employee change request through the HR Service Portal when the employee gets a promotion. An HR case is created with the request to change the title and position. This HR case involves changes not only to the HR profile, but also to the records in the payroll and performance management systems for the employee. 2. HR tasks are added to the HR case to update the payroll and performance management systems. Each HR task is assigned to an agent on the appropriate HR team, such as a payroll clerk and an HR generalist. 3. The payroll clerk adds a checklist to the HR task as a reminder of how to time the payroll record update for the correct payroll cycle. 4. The HR agent adds a checklist to the HR case as a reminder to communicate the promotion within the organization. For example, the checklist items are: • • • Get the promotion into next company newsletter Let the manager know when the change reflects in the system Remind the employee to order new business cards, if applicable © 2018 ServiceNow. All rights reserved. 246 Istanbul ServiceNow HR Service Management Enable and reuse checklists The checklist does not appear automatically in the HR case and HR task forms. If you decide to use the checklist feature, the administrator must configure the forms in the form designer to add the checklist formatter. If you plan to reuse checklists for certain types of tasks, determine a naming convention that makes it easy to find the checklist. All checklists are saved in the same list and are available for selection in every type of task. For example, you may construct checklist names to begin with HR and then specify if it is for a case or task, and its purpose. Examples based on the scenario include: • • HR case promotion reminders HR task payroll timing Approve an HR case in non-scoped HR HR cases may require review and approval before the HR case process can proceed, in the non-scoped version of HR. Role required: hr_admin, hr_approver_user, hr_basic, or hr_manager Approvals can be assigned to individual users or to members of a specified group. For example, all members of the HR group are approvers for the predefined HR processes, such as onboarding and offboarding. Only one member of the group must respond and approve or reject the request for it to proceed. Note: Employee onboarding and offboarding HR cases always require approval. After a new case is submitted, a group approval task is created and approvers are assigned. An email notification is sent to all approvers. They appear in the Approvers related list in the HR case. 1. Open the HR case by performing one of the following actions. • • • 2. Click the link provided in the email. Navigate to HR • Case Management My Approvals , and then select the record. Navigate to Self-Service HR Service Portal and click My approvals. Review the HR case and click Approve or Reject. • • • If the request is approved, the process continues and the HR case state moves to Work in Progress. Related items are auto-created, such as HR tasks and requests as defined in the template or workflow. If the request is rejected, the process terminates, the HR case state moves to Closed Incomplete. After one approver responds, the approval state for other approvers changes to No Longer Required. View and manage HR cases in non-scoped HR You can use the Case Management module to view and manage HR cases assigned to you, open and closed cases, as well as unassigned and all cases, in the non-scoped version of HR. Role required: hr_case_reader 1. Navigate to HR • Case Management Case Management , then select one of the following modules. • • • Assigned to me: all cases assigned to the logged-in user. Open: all open cases. Open - Unassigned: all open cases that have not been assigned. © 2018 ServiceNow. All rights reserved. 247 Istanbul • • • 2. ServiceNow HR Service Management Closed: all closed cases. All: all cases. Case SLAs: all cases with SLAs. Select the case to view. View and manage HR tasks in non-scoped HR You can use the HR Tasks module to view and manage tasks assigned to you, open and closed tasks, as well as unassigned and all tasks, in the non-scoped version of HR. You can view your HR case-related tasks and manage task work. HR tasks and task states can be viewed at HR • Case Management HR Tasks . HR dashboards and reports in non-scoped HR You can use HR dashboards, reports, and other HR management modules to monitor and manage HR cases and employee satisfaction, in the non-scoped version of HR. Depending on your HR job function, you can use any of the following tools to help you with day-to-day HR operations. • • • Dashboards, including the Overview, Manager Dashboard, and Onboarding Dashboard. Dashboards are a type of homepage containing reports and other widgets. You click a listed record or a segment in a report to see details. HR reports, including those that are available on the dashboards. A number of HR reports are predefined for you, and you can create additional reports. Survey response charts and detail for the HR case satisfaction survey or other HR surveys that you create. HR Performance Analytics You can subscribe to Human Resources Performance Analytics to provide additional metrics for evaluation and planning purposes. Manage HR cases by category in non-scoped HR You can use the Human Resources Overview dashboard to monitor and manage HR cases by category, in the non-scoped version of HR. Role required: hr_basic By default, the Overview dashboard displays the following reports. • • • • HR Cases Opened in the Last 6 Months By Category: Evaluate the types of cases that are handled over time and ensure that there is enough skilled HR staff to manage the case load. Active HR Cases by Category: See a pie chart of all open HR cases by category. Active HR Case Breakdown by Category: Review the numbers of HR cases assigned to each HR agent by category so workload can be adjusted if necessary. Active HR Cases Pivot Table by Category: Use another type of report to see HR agent by category. You can customize any dashboard that you can access to add or remove reports and other widgets. For example, an HR benefits administrator may add a report to the Overview dashboard that displays the status of HR cases in the Benefits category. 1. 2. Navigate to HR • Case Management Overview . Perform any of the following actions. © 2018 ServiceNow. All rights reserved. 248 Istanbul ServiceNow HR Service Management Option Description See the information represented by a chart segment Hold your cursor over the segment to see a tooltip with the details. See the corresponding cases for a chart segment Click the chart segment. A list of the cases opens. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Manage HR cases by reporting in non-scoped HR You can use the Human Resources Overview (Reporting) dashboard to monitor and manage HR cases by reporting, in the non-scoped version of HR. Role required: hr_basic By default, the Overview (Reporting) dashboard displays the following reports. • • • • • • • • • • • • Critical Cases Open: Overview. Unassigned Cases: Overview. Open Cases With Breached SLAs: Overview. Cases Awaiting Approval: Overview. New Hires Starting This Month: Overview. Open Cases not Updated for 7 Days: Overview. Open HR Cases - Grouped Bar chart. Open HR Cases Older Than 30 Days - Grouped: Bar chart. Open HR Cases By Priority and State Heatmap chart. Open HR Cases Older Than 30 Days by Priority and State: Heatmap chart. HR Cases Open per Month Line graph. HR Cases Closed per Month: Line graph. You can customize the dashboard to add or remove reports and other widgets. You can group and stack the grouped charts using a chart configuration choice list below the charts. Group and stack by: Priority, State, Category, Assignment group, Department, or SLA. 1. 2. Navigate to HR • Case Management Overview (Reporting) . Perform any of the following actions. Option Description See the information represented by a chart segment Hold your cursor over the segment to see a tooltip with the details. See the corresponding cases for a chart segment Click the chart segment. A list of the cases opens. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Edit the chart or widget, refresh, or close. Click and point to the chart segment. Icons appear in the right upper corner of the chart. Use the HR Manager Dashboard in non-scoped HR Use the Manager Dashboard to monitor HR team effectiveness based on metrics like state of assigned cases by HR agent and service level agreement (SLA) elapsed time percentage, in the non-scoped version of HR. © 2018 ServiceNow. All rights reserved. 249 Istanbul ServiceNow HR Service Management Role required: hr_manager By default, the Manager Dashboard displays the following reports: • • • • Case Satisfaction Survey - 30 Day AVG: Evaluate the satisfaction of employees with the handling of HR cases. This chart displays information if you ask employees to complete the HR Request Satisfaction Survey. HR Case SLAs by Elapsed Time Percentage: Monitor the time to resolve HR cases and follow up when case SLAs are breached. Active HR Cases by Assignment And State: Review the numbers of HR cases assigned to each HR agent by state, for example, Ready or Work in Progress, to help you evaluate the effectiveness of each HR agent. HR Case Transfer Rate: Review the number of cases transferred to a different HR agent by case category to determine whether the right assignments are taking place. You can customize any dashboard that you can access to add or remove reports and other widgets. For example, an HR benefits administrator may add a report to the Manager Dashboard that displays the assignment and state of HR cases in the Benefits category. 1. 2. Navigate to HR • Case Management Manager Dashboard . Perform any of the following actions. Option Description See the information represented by a chart segment Hold your cursor over the segment to see a tooltip with the details. See the corresponding cases for a chart segment Click the chart segment. A list of the cases opens. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Monitor HR onboarding cases in non-scoped HR You can use the Onboarding Dashboard to monitor the progress and status of employee onboarding cases, in the non-scoped version of HR. It helps you ensure that onboarding requests are being approved in a timely manner, and that tasks and fulfillment requests are completed before the new employee starts work. Role required: hr_manager You can also use the Onboarding Dashboard to balance the workload of HR agents and recruiters who work on the tasks associated with onboarding. By default, the dashboard displays the following reports. • • • • • • Active HR Onboarding Cases: View a snapshot of each case and its workflow stage and state, and see who it is assigned to. Open Onboarding Cases / Requests Awaiting Approval / Number of HR Profiles: Click any of these quick links to see the corresponding records. HR Onboarding Cases by Location: Review the number of onboarding cases by state for each location. Active HR Onboarding Cases by Assigned To: Evaluate the workload of onboarding cases assigned to each HR agent. Active HR Onboarding Tasks by Assigned To: Evaluate the workload of onboarding tasks assigned to each HR agent. Active HR Onboarding IT Requests: Review a list of IT fulfillment requests by state. An example is the request to set up and deliver a computer to the new employee. © 2018 ServiceNow. All rights reserved. 250 Istanbul ServiceNow HR Service Management You can customize any dashboard that you can access to add or remove widgets and reports. For example, an HR recruiting manager may add a report to the Onboarding Dashboard that lists the requests waiting approval grouped by location. 1. 2. Navigate to HR • Case Management Onboarding Dashboard . Perform any of the following tasks. Option Description See workflow task descriptions in the list of onboarding cases Point your cursor to a workflow icon to see a tooltip with the description. You can also click the arrow to the left of the icons to expand the list of icons and their descriptions. Work on an HR case Click the case number. After you make changes and click Update, the Onboarding Dashboard reopens. See the cases for a chart segment Click the chart segment. A list of the cases opens. Review the cases or tasks assigned to an HR agent Click the name of the HR agent in the Active HR Onboarding Cases by Assigned To or Active HR Onboarding Tasks by Assigned To list. See the status of IT fulfillment requests Click the request state in the Active HR Onboarding IT Requests list. Select a request, and view the items in the Requested Items related list. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Run HR reports in non-scoped HR You can run reports to view and monitor the status of HR cases, in the non-scoped version of HR. Role required: hr_manager or hr_admin Use HR reports to improve overall efficiency and effectiveness. For example, you can view all Employee Relations cases that were created in the past month. 1. 2. 3. Navigate to HR • Case Management Reports . Reports in the HR report group are listed. The icon to the left of the report indicates the type of report, such as a list, pie chart, or bar chart. Point your cursor to the icon to see a pop-up window of report information. Click the star on the left to make the report a favorite; you can filter for favorite reports by clicking the star above the Reports list. Click the name of the report to run. The report opens with the runtime options at the top and the results at the bottom. Perform any of the following actions. • • • • • Change any runtime option and click Run to see the results. In a list report, click a listed case to see its details. In a chart, click a segment to see the corresponding cases. Publish or schedule the report. Edit the runtime options and save a new report. If you want to create additional HR reports, click Create a report above the Reports list. After you create reports, share them with the HR report group so they can view them on the Reports list. © 2018 ServiceNow. All rights reserved. 251 Istanbul ServiceNow HR Service Management Available HR reports in non-scoped HR Predefined HR reports are available in the HR - Case Management Reports list. Table 70: Available reports Report name Description Displays Active HR Cases Tabular view of all active cases. Number, Type, Category, State, Short description, Opened by, Assignment group, Assigned to Active HR Cases Pivot Table by Pivot table view of all active Category cases. Assigned to, Category Active HR Onboarding Cases by Assigned To Tabular view of active onboarding cases, grouped by Assigned to. Number, Priority, State, Short description, Opened by, Opened for, Assignment group, Assigned to Active HR Onboarding IT Requests Tabular view of onboarding tasks assigned to IT, for example, for computers and other office equipment. Number, Priority, State, Short description, Assigned to, Location Active HR Onboarding Tasks by Tabular view of open HR tasks Number, Case, Priority, State, Assigned To for active onboarding HR cases, Short description, Assignment grouped by Assigned to. group, Assigned to Case Satisfaction Survey - 30 Days AVG Bar chart showing the averages Average Actual Value, Metric over 30 days of responses to the HR case satisfaction survey. Cases Awaiting Approval Count of unapproved HR cases or requests. Number HR Case SLAs by Assigned Bar chart showing the number of overdue cases by the assigned user. Count, User, State HR Case SLAs by Elapsed Time Percentage Bar chart showing the number of cases by the elapsed time percentage until the SLA is breached. Count, Elapsed time percentage HR Case Transfer Rate Bar chart showing the number of times the assigned HR agent was changed by category for the last six months. Number of reassignments, Category HR Cases Opened Last Month by Category Bar chart of cases raised over the last month by HR case category. Category, Count, Month HR Cases Opened This Month by Category Bar chart of cases raised over the current month by HR case category. Category, Count HR Onboarding by Location Bar chart showing the number of onboarding cases by location. Location, Count © 2018 ServiceNow. All rights reserved. 252 Istanbul ServiceNow HR Service Management Report name Description Displays My HR Cases by Category Pie chart of cases assigned to you, where each slice represents an HR case category. Category, Count Number of HR Profiles Count of HR profile records. Number Open High Priority Cases Count of active high priority HR cases Number Open Onboarding cases Count of active onboarding cases Number SLA Breached Count of HR cases with a breached SLA Number Unassigned HR Cases List of HR cases not assigned to any user. Number, Type, Category, State, Short description, Opened by, Assignment group, Assigned to HR case SLAs in non-scoped HR HR service level agreements, or SLAs, let you track the progress of HR cases, in the non-scoped version of HR. SLAs are used to ensure that an HR case or task is resolved within a certain amount of time. An SLA is a record that defines a set amount of time for a task to reach a certain condition. For example, a benefits inquiry should be resolved within a few business days, and an onboarding case should be resolved within two weeks. If the case or task does not reach the condition by the set amount of time, it is marked Breached. SLAs are defined in Service Level Management SLA SLA Definitions . The following HR SLAs are predefined. Table 71: HR SLAs SLA Assigned to HR Case SLA - 4hours HR cases in the Case Management category that are not entered for a VIP. HR VIP Case SLA - 2Hours HR cases entered for a VIP. HR Change SLA - 2days HR cases in the Employee Change category that are not entered for a VIP. For example, onboarding and offboarding cases are assigned this SLA. One of these SLAs is automatically assigned to each opened case. An administrator can modify these SLAs or create new SLAs for HR cases. Whenever a case is entered, an SLA record is created to track the case duration. You can view the SLA progress and status for cases in any of the following modules for the Human Resources application. © 2018 ServiceNow. All rights reserved. 253 Istanbul ServiceNow HR Service Management Table 72: Modules to view HR SLAs HR Module Description Manager Dashboard Displays the HR Case SLAs by Elapsed Time Percentage report, which shows the aging of active HR case SLAs. Performance Analytics Displays the Active HR Cases SLA Indicator per Week- By AVG chart, which shows the average number of cases that were in each aging bucket, from the past four weeks. Case Management Case SLAs Displays a list of all HR cases with their SLAs. Reports Lists the HR Case SLAs by Assigned and HR Case SLAs by Elapsed time percentage HR reports, which you can run to view SLA information. The SLA elapsed time is recalculated via scheduled jobs on the Schedule Item [sys_trigger] table. The scheduled job runs based on when the SLA is breached. Table 73: SLA scheduled jobs Name Description SLA update (already breached) Repeats every day. SLA update (breach after 30 days) Repeats every 5 days. SLA update (breach within 1 day) Repeats every hour. SLA update (breach within 1 hour) Repeats every 10 minutes. SLA update (breach within 10 min) Repeats every 1 minute. SLA update (breach within 30 days) Repeats every day. View the SLA of an HR case in non-scoped HR You can view the SLA record that is created when an HR case is open. Role required: hr_admin or hr_manager 1. Navigate to HR • Case Management Case Management Case SLAs . 2. You can click the HR case number in the Task column to open the case, or click the SLA definition value to view the SLA conditions. To open the SLA record for a case, click the value in the Stage column. © 2018 ServiceNow. All rights reserved. 254 Istanbul Figure 21: SLA record ServiceNow HR Service Management © 2018 ServiceNow. All rights reserved. 255 Istanbul 3. ServiceNow HR Service Management The record includes the actual and business elapsed times and the time left before the SLA is breached. The business elapsed times and time left considers the schedule. In the record example displayed in the figure above, the SLA started at 4:30 PM and the time was paused from 5:00 PM to 8:00 AM. When you are viewing the SLA record, you can perform any of the following actions. • • • To update the SLA percentage and elapsed time values, click Refresh. To recreate and recalculate the SLA record, click Repair. To view the SLA in a graph, click the Show SLA Timeline related link. Evaluate HR survey responses in non-scoped HR After you have collected responses to an HR survey, you can review the survey responses and scorecard, in the non-scoped version of HR. Role required: admin, hr_manager, or hr_admin A scorecard displays charts for survey results, in which category and question responses are analyzed and current ratings are compared with previous ratings. Users can examine ratings over time, compare question ratings, or compare the ratings of all categories. All ratings are averages for the time range selected. The system dynamically updates a scorecard each time you view it, so the ratings reflect recently completed surveys. A scorecard displays charts for survey results, in which category and question responses are analyzed and current ratings are compared with previous ratings. Users can examine ratings over time, compare question ratings, or compare the ratings of all categories. All ratings are averages for the time range selected. The system dynamically updates a scorecard each time you view it, so the ratings reflect recently completed surveys. 1. 2. 3. 4. Navigate to HR • Administration Surveys HR Surveys . Click the survey to evaluate responses. To review individual responses to each question, click the View Responses related link and perform any of the following tasks. Task Action See individual responses for a metric (question) Expand the metric group in the Metric Results list. View responses based on when the survey was taken Personalize the Metric Results list to include the Created column, and add a filter using the condition builder. For example, to see all responses since the beginning of the month, add this condition: [Created] [at or after] [<select date>] If the survey was not submitted anonymously, you can see how users answered and follow up if necessary. To review the survey scorecard, click the View Scorecard related link and perform any of the following tasks. © 2018 ServiceNow. All rights reserved. 256 Istanbul ServiceNow HR Service Management Task Action Display a different view for the scorecard Select the view from the left choice list above the chart. The interactive scorecard displays the name of the survey and results or comparisons of the ratings. You can display results in the following views: following views: • • • • Save a chart as an image Category Results Question Results Average Ratings History Click the menu icon and select the type of image file. After the file is generated, click Download. The file is downloaded to the download folder of the browser. Chat for non-scoped HR You can manage and monitor the HR chat queue, as well as create an HR case from a chat, in the nonscoped version of HR. Manage the HR chat queue in non-scoped HR You can configure the HR department chat queue and review the chat records to measure how well employees are being assisted when they initiate a conversation. To use the HR chat queue, the administrator must activate the Human Resources Application: HR Connect plugin. Role required: admin or hr_admin You can configure the assignment group for monitoring the chat queue and the messages that employees see when they initiate a conversation and while they are waiting. You can review the chat records to see how long employees waited for a response and who is accepting the chat requests. 1. 2. 3. Navigate to Collaborate Connect Support Support Administration Queues . Select HR Department Chat Queue from the Chat Queues list. Fill in the fields, as appropriate. Table 74: Chat Queue form Field Description Name Name of the queue. Active Not used in Connect. Assignment group User group that contains the support staff for the queue. Any user in the group can view the queue in the Connect sidebar and accept chats. No other users can access the queue. This field must be populated. © 2018 ServiceNow. All rights reserved. 257 Istanbul 4. ServiceNow HR Service Management Field Description Average wait time Average time it takes for an agent to accept a chat in the queue. This value is automatically calculated. Do not manually edit. Confirm problem Not used in Connect. Escalate to Different queue to which an agent can escalate a chat. For example, there is a queue for high priority support chats. When a queue is defined in this field, agents can access the Escalate option in conversations. Initial agent response Message that users see when an agent accepts their chat. For example, Thank you for contacting support. We are looking into your question now and will be with you shortly. Not available Message that users see when they attempt to start a chat outside the defined queue Schedule. You can use HTML to format the message and include links or media. Question Initial phrase that users see when they start a new chat in the queue. For example, How can I help you? Schedule Schedule that defines when the queue is available. Leave the field blank to make the queue available all the time. Users cannot start a new conversation in the queue outside the schedule hours. To review conversations associated with the queue, add the Chat Queue Entries related list and review the records for the following information. Option Description How long the user waited and the result Review information in the State and Wait time columns. Who is actively helping employees in the queue Review the names of agents in the Assigned to column. Monitor the HR chat queue in non-scoped HR Employees can ask a question from the Chat with HR link on the HR Portal. Their question is placed in the HR chat queue, and any HR agent monitoring the queue can respond to it. To use the HR chat queue, the administrator must activate the Human Resources Application: HR Connect plugin. Role required: hr_basic By default, all members of the HR group monitor the HR chat queue. When a question is submitted to the queue, a pop-up notification appears. © 2018 ServiceNow. All rights reserved. 258 Istanbul ServiceNow HR Service Management Figure 22: HR chat queue notification 1. Navigate to Collaborate Connect Support . The Connect workspace opens in a new tab. 2. Click the support tab of the Connect sidebar, indicated by a headset icon ( ). The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation. An agent can also request to transfer a conversation directly to you. Figure 23: Support tab of Connect sidebar 3. Accept a conversation in one of the following ways. © 2018 ServiceNow. All rights reserved. 259 Istanbul ServiceNow HR Service Management Option Description Accept a conversation from a queue Under Queues, click Accept by the queue. The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar. Accept a transfer request Under Cases, click Accept by a transfer request. Figure 24: Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation. 4. Respond to the user and help resolve the issue. By default, your messages are added to the conversation record as comments and are visible to the user. If necessary, you can open a new HR case or incident from the conversation for further investigation. You can also transfer the conversation to a different agent or queue, or escalate the conversation to a higher priority queue. Create an HR case from a chat in non-scoped HR If an HR chat results in the need to open a case, create the case directly from the conversation. Role required: hr_basic or hr_case_writer When you create an HR case from a support conversation, the system copies the conversation history to the case activity stream as comments and work notes. Future messages are tracked in the case as well. 1. Navigate to Collaborate Connect Support . The Connect workspace opens in a new tab. 2. 3. 4. 5. 6. Click the support tab of the Connect sidebar, indicated by a headset icon ( Under Cases, open an HR conversation. ). At the bottom of the conversation, click the menu icon ( ) to open the Connect actions menu. In the Connect actions menu, select Create HR Case. In the conversation tools area to the right of the conversation, a new case form opens in a record tab. The system automatically sets certain fields based on conversation details. Complete the form as necessary and click Submit. © 2018 ServiceNow. All rights reserved. 260 Istanbul ServiceNow HR Service Management Any comments or work notes in the record conversation appear as comments on the incident form. Work notes do not appear in the chat for the ESS user. The chat agent can select whether a message is a Comment or Work Note in the conversation. a) In the record conversation, by the text entry field, click the message type icon ( ). b) Select Comment or Work Note. c) Enter a message. By default, record conversation messages are added as comments. Note: If you add an attachment to a record conversation, it is attached to the underlying record as well. The system automatically shares the record in the conversation, copies the conversation to the record activity stream, and references the record on the Chat Queue Entry [chat_queue_entry] table. Any new journal fields added to the record do not appear in the chat. The system also changes the document ID for the conversation to reference the incident number instead of the entry in the Chat Queue Entry table. Signature pad for non-scoped HR Signature pad is a feature that the non-scoped version of HR can use. It captures an electronic signature that can be associated with a document or a task. Use You can send your employees documents that require a user verification such as a digital signature or by typing their name. When signature pad is associated with a document or a task, it captures the drawn signature as an image and stores it in the Signature Image [signature_image] table. Note: Typing a signature provides acknowledgement, but does not capture an image that is stored. The HR Service Management application uses signature pad with onboarding documents like offer letters, background check approval, company policy acknowledgements, and more. The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the Signature Pad [com.snc.signaturepad] plugin. The Signature Image [signature_image] table installs with this plugin. For HR document templates, use the Insert Signature button to insert a variable that prompts a user to sign the document. For HR PDF document templates, use the Employee Signature field name and PDF Template Mappings to prompt a user © 2018 ServiceNow. All rights reserved. 261 Istanbul ServiceNow HR Service Management to sign the document. Refer to HR Document Templates on page 39. Note: Check the generate document UI action condition to ensure this feature works correctly. Examples The HR Delivery System uses PDF documents for various scenarios. An example of the code used to call a UI page or dialog box for the signature pad: An example of the code used in a document after a signature has been accepted and a © 2018 ServiceNow. All rights reserved. 262 Istanbul ServiceNow HR Service Management final PDF document is created: © 2018 ServiceNow. All rights reserved. 263 Istanbul ServiceNow HR Service Management Activate the Signature Pad plugin in non-scoped HR To activate signature pad in your application, activate the Signature Pad plugin [com.snc.signaturepad]. The Signature Image [signature_image] table installs with this plugin. Role required: admin To purchase a subscription, contact your ServiceNow account manager. After purchasing the subscription, activate the plugin within the production instance. You can evaluate the feature on a sub-production instance without charge by requesting it from the HI Customer Service System. 1. 2. 3. Navigate to System Definition Plugins . Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin. 4. If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Test Signature Pad in non-scoped HR After you have activated the Signature Pad plugin, you can try it. 1. 2. 3. 4. 5. 6. 7. Navigate to System UI UI Pages accept_signature . Scroll down and click Try It. In the Print your name field, type your name. Click Accept. A record is inserted in the Signature Image [signature_image] table. To draw your signature, select the Draw it tab. Use your mouse to draw your signature. Click Accept. A record is inserted in the Signature Image [signature_image] table. HR Service Portal Non-Scoped The HR Service Portal application provides a single place for employees to quickly and easily get all the HR services they need in the non-scoped version of HR. © 2018 ServiceNow. All rights reserved. 264 Istanbul ServiceNow HR Service Management Use HR Service Portal as an employee or HR agent Employees use non-scoped HR Service Portal on page 267 As an employee, you can update your HR profile, view your open cases, request HR services, attach documentation to a case, search the HR knowledge base, and chat with or email HR from the selfservice HR Service Portal. HR agents use non-scoped HR Service Portal on page 273 As an HR agent, you can define and maintain employee data for HR benefits, employee relations, systems, payroll, and employee data management. Activation information You need to Activate HR Service Portal Non-Scoped on page 267. HR Service Portal Depending on the user type, the HR Service Portal view can vary. This is an example of one view. Note: The HR Service Portal requires Microsoft Internet Explorer 10 or above. © 2018 ServiceNow. All rights reserved. 265 Istanbul ServiceNow HR Service Management © 2018 ServiceNow. All rights reserved. 266 Istanbul ServiceNow HR Service Management Activate HR Service Portal Non-Scoped You can activate Human Resources Application: Service Portal [com.snc.hr.service_portal] for the nonscoped version of HR if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Application: Service Portal provides the employee self-service HR Service Portal. It activates these related plugins if they are not already active. Table 75: Plugins for Human Resources Application: Service Portal Plugin Description Human Resources Application: Core Provides basic HR features. [com.snc.hr.core] Human Resources Application: HR Connect [com.snc.hr.hr_connect] 1. 2. 3. Sets up an HR chat queue and makes it available on the HR Service Portal. Navigate to System Definition Plugins . Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. 4. If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin. If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Employees use non-scoped HR Service Portal As an employee, you can update your HR profile, view your open cases, request HR services, attach documentation to a case, search the HR knowledge base, and chat with or email HR from the self-service HR Service Portal in the non-scoped version of HR. Note: The HR Service Portal view is slightly different for employees already working and employees onboarding into the company. Update your HR profile in non-scoped HR Service Portal Employees can update some of the information in their HR profile, including some personal information, contact information, emergency contacts, and employment history, in the non-scoped version of HR. © 2018 ServiceNow. All rights reserved. 267 Istanbul ServiceNow HR Service Management The HR administrator configures which personal information fields are editable by the employee. For example, employees may be allowed to update their date and place of birth. Fields that are not editable are disabled when employees view their HR profiles. 1. 2. 3. 4. 5. 6. 7. Navigate to Self-Service HR Service Portal . Click on your name in the My Profile category. Add or update your personal contact information by clicking in the information sections. To add your Bio information, click Empty next to Bio and add a short description. ClickUpload Pictureto browse to a photo file to add to your profile. Click Create new contactto add to your My Contacts. Click Update. Add your contacts in non-scoped HR Service Portal Employees can add contact information to their HR profile and specify who to contact in an emergency. 1. 2. 3. 4. Navigate to Self-Service HR Service Portal . Click your name in the My Profile category. Click Create new contact under the My Contacts category. Enter the contact name, telephone numbers, and other information. 5. To specify the person as an emergency contact, check the Emergency contact box. The Priority field appears. Select the priority of the contact, Primary or Alternate. Click Save. 6. 7. View your open cases in non-scoped HR Service Portal You can view your open HR cases from the HR Service Portal in the non-scoped version of HR. 1. 2. 3. 4. Navigate to Self-Service HR Service Portal . You can also navigate to Self-Service My Requests , however, the list that appears contains all your open requests, not just HR cases. Under My Open Cases, click the case description to see its details or tasks assigned to you. You must have a Service Portal role (sn_hr_sp.xxxx) to view the task assigned. To edit information, click a field, edit the information, and click Save. Click the Activity tab to enter a message if necessary. Submit a service catalog request from non-scoped HR Service Portal You can open the HR Service Portal to submit questions and request help from the HR team in the nonscoped version of HR. There are several ways you can make a request or ask a question on the HR Service Portal. Catalog Use the Catalog link in the top banner of the HR Service Portal to access all the HR categories available on the portal. From any of these categories you can ask a general question or make a request by clicking on the category. Browse the HR service catalog Click on any of the category links under Browse HR Service Catalog to access specific HR categories available on the portal. From any of © 2018 ServiceNow. All rights reserved. 268 Istanbul ServiceNow HR Service Management these categories you can ask a general question or make a request. General inquiries Click on the General Inquiries category link under Browse HR Service Catalog to ask a question not specific to any of the portal categories. Chat with or email HR You can chat with HR or email your questions or requests to HR by using the Chat with HR and Email HR links in the top banner of the HR Service Portal. 1. Navigate to Self-Service HR Service Portal . • • 2. 3. 4. Browse HR Service Catalog and select the topic that pertains to your question or request. Catalog in the top banner of HR Service Portal and select the topic that pertains to your question or request. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Answer the questions in the request form. Questions vary depending on the item selected. Mandatory fields have a red asterisk (*) beside them. Click Submit. The page refreshes to display your open cases and a link to the case in My Open Cases. You can check the case to see who it was assigned to. Enroll in or modify benefits in non-scoped HR Service Portal You can open the HR Service Portal to enroll in benefits or modify your existing benefit plan. There are several types of benefits in the Catalog section of the HR Service Portal that require enrollment. Medical Benefits Use this link to download and complete the applicable enrollment form and upload to HR. You can also ask questions about benefit options or the enrollment process. Dental Benefits Use this link to download and complete the applicable enrollment form and upload to HR. You can also ask questions about benefit options or the enrollment process. Vision Benefits Use this link to download and complete the applicable enrollment form and upload to HR. You can also ask questions about benefit options or the enrollment process. Pharmacy Benefits Use this link to download and complete the applicable enrollment form and upload to HR. You can also ask questions about benefit options or the enrollment process. 401(k) Plan Use this link to download and complete the applicable enrollment form and upload to HR. You © 2018 ServiceNow. All rights reserved. 269 Istanbul ServiceNow HR Service Management can also ask questions about benefit options or the enrollment process. Direct Deposit 1. 2. 3. 4. 5. 6. 7. 8. Enroll in direct deposit for your paycheck by clicking on the Payroll link. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select Benefits. The benefits category opens. Select the item to enroll in or modify, such as Medical Benefits. The Medical Benefits page opens to display the current medical coverage provider and related knowledge documents available to read for information. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Under What would you like to do today?, select Enroll in or modify your medical plan. An instruction to download and complete the applicable enrollment form will appear. A link to the form to download will also appear under Forms. Click on the applicable form.. The form will download to your computer. Open the form and complete the required information. Save the form to your computer. 9. Return to the Medical Benefits page on the HR Service Portal to attach your completed form. 10. Click Add attachments. 11. Browse to your completed form on your computer and click or double click the form you want to attach. 12. Click Submit. After submitting the completed form the process to enroll you in the company medical benefit plan will begin. Follow the same steps to enroll in dental, vision, pharmacy, 401(k), and direct deposit benefit plans. Request employment verification in non-scoped HR Service Portal You can submit an HR request to generate an employment verification letter and have it sent via email to the institution making the request. You can request an employment letter either through the Catalog in the top banner area of the portal page or through Browse HR Service Catalog. The letter is generated based on your HR profile information. The HR agent assigned to your request can attach the letter to an email message and send it to the contact email address you provide. 1. 2. 3. 4. 5. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select Employee Data Management. As an alternative, you can also click on Catalog in the top banner area of the portal page to get to the request form. Select Employment Verification. The form to request an employment verification letter opens. Complete the form, entering the reason you need the letter, the name of the company or institution, the name of your contact and the address, and the contact's email address. Click Submit. Request tuition reimbursement in non-scoped HR Service Portal If your organization reimburses the tuition you paid for courses that support your role, a tuition reimbursement request form is available from the HR Service Portal. When you submit the request, you and must attach required documentation to the case. Typically this is your payment receipt and transcript/course completion. © 2018 ServiceNow. All rights reserved. 270 Istanbul ServiceNow HR Service Management You can request tuition reimbursement either through the Catalog in the top banner area of the portal page or through Browse HR Service Catalog. 1. 2. 3. 4. 5. 6. 7. 8. 9. Navigate to Self-Service HR Service Portal . Under Browse HR Service Catalog, select Benefits. As an alternative, you can also click on Catalog in the top banner area of the portal page to get to the request form. Select Tuition Reimbursement. Review the knowledge documents that appear if desired. Otherwise, continue with the remaining steps. Select Submit a reimbursement request for an approved course. Select the approved course for reimbursement from the drop down list. Click the boxes next to each category if you have digital copies of your payment receipt and transcripts/course completion. Drag and drop the documents from your file browser into the form or click the attachment icon to navigate to the document location and select them to attach. The documents appear at the top of the form. You can view them, or click Manage Attachments to remove them if necessary. Click Submit. The case is created with two tasks: one can be seen in HR Tasksfor the HR agent to review the documents, and one for a payroll agent to process the reimbursement. You can see the case in My Open Cases on the HR Service Portal. If you did not attach the required documents, you can attach them to the HR request when you are ready. Open the HR request, and drag and drop the documents from your file browser, or click the attachment icon to navigate to the document location and select them. Attach documentation to a case in non-scoped HR Service Portal You may receive a request from an HR agent to submit documentation, such as receipts or legal documents, in the non-scoped version of HR. For example, if you are asking for tuition reimbursement, the HR agent needs a copy of the tuition payment receipt to submit the reimbursement request. When documentation is required, a task is generated for you to attach the document(s), and you receive an email notification. If you have a digital copy of the requested document when you receive the email notification, you can reply to the notification and attach the file to the reply email. The system attaches it to the task and closes the task for you. The following procedure describes how to attach it to the HR case in the system. 1. 2. When you receive notification of required documentation, scan or upload the documents to your computer. Perform one of the following actions. Option Description To respond from the email notification Click the link to the task that is in the notification email. The HR Task form opens. The Description lists the document that is needed. Click the attachment icon and attach the documents, and then click Update. © 2018 ServiceNow. All rights reserved. 271 Istanbul ServiceNow HR Service Management Option Description To navigate to the task in the HR Service Portal Select My Tasks and complete the following steps. 1. Open the request that requires documentation. You see a message at the top that action is required. 2. Click the link in the message. A dialog window opens. 3. If you know the documents that need to be attached, click the attachment icon and attach them. 4. If you are not sure what to attach, click the arrow next to the Document requested for HR Case to see what the HR agent asked for. 5. Click the attachment icon and attach the documents, and then click Update. You can also attach files by dragging and dropping them from your file browser into the HR task or HR case form. The task changes from blue to gray and a check mark appears in the task box under My Tasks indicating the task is Closed Complete. A notification is sent to the HR agent that the documentation is available. Search the HR knowledge base in non-scoped HR Service Portal When you have a question about the organization's policies or benefits, search the HR knowledge base in HR Service Portal before submitting an HR question or request in the non-scoped version of HR. On the HR Service Portal, you can enter search text and see matching articles as you type. If an article answers your question, you do not need to submit an HR request. 1. 2. 3. Navigate to Self-Service HR Service Portal Click Knowledge Base in the banner. The Knowledge Base window opens. You can read Top Rated Articles or articles associated with various categories, such as, Benefits, FAQ, or Payroll or enter your search text and do one of the following: Option Description Open an article that appears below the search Click the article name. box Open the HR knowledge base advance search Click Search at the top of the list. 4. 5. To complete the advanced search, enter text above the list of articles and press the Enter key. Matching articles are listed, and a filter appears on the left to let you refine search results by knowledge bases, categories, or authors. Click the article to read. When you access knowledge base articles, it is a good practice to rate and review the information presented, especially if information is missing or out-of-date. Your organization may choose not to show © 2018 ServiceNow. All rights reserved. 272 Istanbul ServiceNow HR Service Management rating and comment fields, but if they appear in the article, take the time to rate it. This helps ensure that information stays current and useful to others. Chat with HR in non-scoped HR Service Portal You can ask a question of an HR agent who is monitoring the chat queue from the HR Service Portal in the non-scoped version of HR. The HR agent can open a case from the conversation if your question needs further investigation. The HR chat queue is available if the administrator has enabled it. If it is not enabled, the chat link does not appear in the HR Portal. 1. 2. Navigate to Self-Service HR Service Portal . Click Chat with HR in the banner. The HR department chat queue opens in a new window. Enter your question and press Send. An HR agent who is monitoring the queue will join the conversation. The HR agent can transfer the conversation to another HR agent if necessary, or create an HR case. Either of you can attach files in the chat window, such as policy documents or screen shots. 3. Email HR in non-scoped HR Service Portal You can email HR from the HR Service Portal in the non-scoped version of HR. The HR agent can open a case from the email content if your question or request needs further investigation. 1. 2. Navigate to Self-Service HR Service Portal . Click Email HR in the banner. An new email opens addressed to HR. Type the email subject and your content and press Send. The HR agent or group monitoring the email can transfer the email to another HR agent if necessary, or create an HR case. Either of you can attach files to the email, such as policy documents or screen shots. 3. HR agents use non-scoped HR Service Portal As an HR agent, you can define and maintain employee data for HR benefits, employees relations, systems, payroll, and employee data management in the non-scoped version of HR. Manage HR Benefits in non-scoped HR You can define and maintain HR benefit data that is used for creating and assigning benefits cases in the non-scoped version of HR. The HR • Benefits module contains a list of all open benefits cases and allows HR agents to enroll employees in the company benefit plans. HR agents can add and modify benefit providers and benefit types. Tuition reimbursement cases are managed through the HR • Benefits module. The following information is set up and maintained as part of the HR • Benefits module. Employees can access HR benefits information and submit HR benefits cases from the HR Service Portal. HR managers or administrators set up and modify the information. • • HR Benefits Case Management HR Benefits • • • Beneficiaries Dental benefits Medical benefits © 2018 ServiceNow. All rights reserved. 273 Istanbul • • • • • ServiceNow HR Service Management Pharmacy benefits Retirement benefits Vision benefits Benefit Providers and Types Tuition Reimbursements HR specialists, generalists, and managers can perform any of the following tasks. • • • Create HR benefits cases for employees to record the processing of HR requests, such as a request from an employee for tuition reimbursement or a request for information about a benefit. Create HR cases for automated HR processes, such as employee medical insurance enrollment. View HR benefits case information and manage the overall HR workload. For example, a manager can work with all HR cases that are not assigned. HR benefits cases can have one or more associated HR tasks to manage individual pieces of work within the case. Benefits case management in non-scoped HR You can use HR dashboards, reports, and other HR management modules to monitor and manage HR benefits cases in the non-scoped version of HR. You can view a list of all benefits cases in the HR • Benefits Case Management Benefits Cases module. You can view a list of tuition reimbursement cases in the HR • Benefits Tuition Reimbursements module. Depending on your HR job function, you can use any of the following tools to help you with day-to-day HR benefits cases and operations. • • Dashboards, including the Overview, Overview (Reporting), and Manager Dashboard. Dashboards are a type of homepage containing reports and other widgets. You click a listed benefit record or a segment in a report to see details. HR reports, including reports available on the dashboards. Various HR reports are predefined for you, and you can create additional reports. Create or modify a beneficiary in non-scoped HR You can create, add, or modify an employee beneficiary using the HR • Benefits module. Role required: hr_basic, or hr_manager Employees request to create, add, or modify a beneficiary to a particular benefit plan by submitting a request through the HR Service Portal. A beneficiaries case is opened and can be viewed and managed at HR • Benefits Case Management . Once a beneficiary is added to the HR application, HR agents can add the beneficiary to an employee benefit record using the lookup icon. 1. 2. 3. Navigate to HR • Benefits Benefits Beneficiaries . The HR Beneficiaries list opens. Click New to open a beneficiary record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 76: HR Beneficiary form Field Description Full name Full name of the beneficiary. SSN Social security number of the beneficiary. Relation to employee Relationship to the employee. © 2018 ServiceNow. All rights reserved. 274 Istanbul 4. 5. 6. 7. 8. ServiceNow HR Service Management Field Description Date of birth Beneficiary birth date. Percentage Percentage amount of the benefit distributed to the beneficiary. Benefit type Type of benefit, such as, 401(k), Basic Life, Retirement Plan, or Voluntary Life. Beneficiary contact Beneficiary contact information if available. Beneficiary type Primary or contingent. Employee The user who submitted the case. Click the lookup icon and select the user. Start date Date when the benefit is active for the beneficiary. End date Date when the benefit is no longer active for the beneficiary. Click Submit. The beneficiary is listed in the HR Beneficiaries list. To modify beneficiary data, find the existing beneficiary in the HR Beneficiaries list. You can use the list search menu by typing the beneficiary name and pressing Enter. You can also search on the employee name the same way. Click the beneficiary name to open the form. The HR Beneficiary form opens displaying full name and other populated fields. Modify the form. Click Update. Create or modify a dental benefit in non-scoped HR You can add or modify a dental benefit for an employee using the HR • Benefits module. Role required: hr_basic, or hr_manager Employees can ask questions about dental benefits and request to enroll in a dental insurance plan by submitting a request through the HR Service Portal. A dental benefits case is opened and can be viewed and managed at HR • Benefits Case Management . 1. 2. 3. Navigate to HR • Benefits Benefits Dental Benefits . The HR Dental Benefits list opens. Click New to open a dental benefits record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 77: HR Dental Benefit form Field Description Name The name of the benefit. Employee The user who requested enrollment. Click the lookup icon and select the user. Provider Insurance provider. © 2018 ServiceNow. All rights reserved. 275 Istanbul 4. 5. 6. 7. 8. ServiceNow HR Service Management Field Description Details Any details about the benefit. Paycheck deduction amount Dollar amount deducted from the employee paycheck toward the benefit. Beneficiaries Family members eligible for the benefit. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Click Submit. The dental benefit is listed in the HR Dental Benefits list. To modify dental benefit data, find the existing dental benefit in the HR Dental Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the dental benefit to open the form. The HR Dental Benefit form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify a medical benefit in non-scoped HR You can add or modify a medical benefit for an employee using the HR • Benefits module. Role required: hr_basic, or hr_manager Employees can ask questions about medical benefits and request to enroll in a medical insurance plan by submitting a request through the HR Service Portal. A medical benefits case is opened and can be viewed and managed at HR • Benefits Case Management . 1. 2. 3. Navigate to HR • Benefits Benefits Medical Benefits . The HR Medical Benefits list opens. Click New to open a medical benefits record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 78: HR Medical Benefit form Field Description Name The name of the benefit. Employee The user who requested enrollment. Click the lookup icon and select the user. Provider Insurance provider. Enrollment form Managed document employee uses to enroll in the benefit. Details Any details about the benefit. Paycheck deduction amount Dollar amount deducted from the employee paycheck toward the benefit. Beneficiaries Family members eligible for the benefit. © 2018 ServiceNow. All rights reserved. 276 Istanbul 4. 5. 6. 7. 8. ServiceNow HR Service Management Field Description Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Click Submit. The medical benefit is listed in the HR Medical Benefits list. To modify medical benefit data, find the existing medical benefit in the HR Medical Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the medical benefit to open the form. The HR Medical Benefit form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify a pharmacy benefit in non-scoped HR You can add or modify a pharmacy benefit for an employee using the HR • Benefits module. Role required: hr_basic, or hr_manager Employees can ask questions about pharmacy benefits and request to enroll in a pharmacy benefit plan by submitting a request through the HR Service Portal. A pharmacy benefits case is opened and can be viewed and managed at HR • Benefits Case Management . 1. 2. 3. Navigate to HR • Benefits Benefits Pharmacy Benefits . The HR Pharmacy Benefits list opens. Click New to open a pharmacy benefits record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 79: HR Pharmacy Benefit form 4. Field Description Name The name of the benefit. Employee The user who requested enrollment. Click the lookup icon and select the user. Provider Benefit provider. Details Any details about the benefit. Paycheck deduction amount Dollar amount deducted from the employee paycheck toward the benefit. Beneficiaries Family members eligible for the benefit. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Click Submit. The pharmacy benefit is listed in the HR Pharmacy Benefits list. © 2018 ServiceNow. All rights reserved. 277 Istanbul 5. 6. 7. 8. ServiceNow HR Service Management To modify pharmacy benefit data, find the existing pharmacy benefit in the HR Pharmacy Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the Pharmacy benefit to open the form. The HR Pharmacy Benefit form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify a retirement benefit in non-scoped HR You can add or modify a retirement benefit for an employee using the HR • Benefits module. Role required: hr_basic, or hr_manager Employees can ask questions about retirement benefits and request to enroll in a retirement benefit plan by submitting a request through the HR Service Portal. A retirement benefits case is opened and can be viewed and managed at HR • Benefits Case Management . 1. 2. 3. Navigate to HR • Benefits Benefits Retirement Benefits . The HR Retirement Benefits list opens. Click New to open a retirement benefit record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 80: HR Retirement Benefit form 4. 5. 6. Field Description Name The name of the benefit. Employee The user who requested enrollment. Click the lookup icon and select the user. Provider Benefit provider. Details Any details about the benefit. Paycheck deduction amount Dollar amount deducted from the employee paycheck toward the benefit. Paycheck deduction percent Percentage deducted from the employee paycheck toward the benefit. Balance Amount of currency in the benefit account. Contributions Employer match contributions. Beneficiaries Family members eligible for the benefit. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Click Submit. The retirement benefit is listed in the HR Retirement Benefits list. To modify retirement benefit data, find the existing retirement benefit in the HR Retirement Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the retirement benefit to open the form. © 2018 ServiceNow. All rights reserved. 278 Istanbul 7. 8. ServiceNow HR Service Management The HR Retirement Benefits form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify a vision benefit in non-scoped HR You can add or modify a retirement benefit for an employee using the HR • Benefits module. Role required: hr_basic, or hr_manager Employees can ask questions about vision benefits and request to enroll in a vision benefit plan by submitting a request through the HR Service Portal. A vision benefits case is opened and can be viewed and managed at HR • Benefits Case Management . 1. 2. 3. Navigate to HR • Benefits Benefits Vision Benefits . The HR Vision Benefits list opens. Click New to open a vision benefit record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 81: HR Vision Benefit form 4. 5. 6. 7. 8. Field Description Name The name of the benefit. Employee The user who requested enrollment. Click the lookup icon and select the user. Provider Benefit provider. Details Any details about the benefit. Paycheck deduction amount Dollar amount deducted from the employee paycheck toward the benefit. Beneficiaries Family members eligible for the benefit. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Click Submit. The vision benefit is listed in the HR Vision Benefits list. To modify vision benefit data, find the existing vision benefit in the HR Vision Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the vision benefit to open the form. The HR Vision Benefits form opens displaying benefit name and other populated fields. Modify the form. Click Update. HR benefit providers in non-scoped HR You can use HR Benefit Providers to maintain and add benefit providers and benefit types to the HR application. The HR • Benefitsmodule contains a list of all benefit providers and types of benefits. HR agents can add and modify benefit providers and types. © 2018 ServiceNow. All rights reserved. 279 Istanbul ServiceNow HR Service Management The following information is set up and maintained as part of the HR • Benefits Benefit Providers module. • HR Benefits Providers • • • • • • • • • • Dental benefit providers Medical benefit providers Pharmacy benefit providers Retirement benefit providers, such as 401(k) or IRA Vision benefit providers Voluntary life benefit providers Short-term disability benefit providers Long-term disability Basic life benefit providers HR Benefits Types • • • • • • • • • Dental Medical Pharmacy Retirement Vision Voluntary life Short-term disability Long-term disability Basic life Create or modify a benefit provider in non-scoped HR You can add or modify a benefit provider using the HR Benefit Providers module. Role required: hr_basic, or hr_manager Benefit providers can be viewed at HR • Benefits Benefit Providers HR Benefit Providers . 1. 2. 3. Navigate to HR • Benefits Benefit Providers HR Benefits Providers . The HR Benefit Providers list opens. Click New to open an HR benefit provider record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 82: HR Benefit Provider form Field Description Name The name of the benefit. Provider The name of the benefit provider. Plan type Type of plan, such as medical PPO or HMO or Total Life Platinum or Bronze. Active Select to activate a plan provider in the system. Leaving the box empty or deselecting deactivates a provider in the system. Benefit type The type of benefit, such as medical, dental, retirement. © 2018 ServiceNow. All rights reserved. 280 Istanbul 4. 5. 6. 7. 8. ServiceNow HR Service Management Click Submit. The benefit provider is listed in the HR Benefit Providers list. To modify benefit provider data, find the existing benefit provider in the HR Benefit Providers list. You can use the list search menu by typing the benefit provider or benefit name and pressing Enter. Click the benefit provider or benefit name to open the form. The HR Benefit Provider form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify a benefit type in non-scoped HR You can add or modify a benefit type using the HR Benefit Providers module. Role required: hr_basic, or hr_manager Benefit types can be viewed at HR • Benefits Benefit Providers HR Benefit Types . 1. 2. 3. Navigate to HR • Benefits Benefit Providers Benefits Types . The HR Benefit Types list opens. Click New to open an HR benefit type record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 83: HR Benefit Types form 4. 5. 6. 7. 8. Field Description Name The type of benefit, such as medical, dental, pharmacy. Value Value name of benefit, such as pharmacy or medical. Active Select to activate a plan provider in the system. Leaving the box empty or deselecting deactivates a provider in the system. Benefit class Table name of benefit, such as sn_hr_sp_pharmacy_benefit Click Submit. The benefit type is listed in the HR Benefit Types list. To modify benefit type data, find the existing benefit type in the Benefit Types list. You can use the list search menu by typing the benefit type name or benefit value name and pressing Enter. Click the benefit type to open the form. The HR Benefit Type form opens displaying benefit type name and other populated fields. Modify the form. Click Update. HR tuition reimbursements in non-scoped HR You can maintain and manage tuition reimbursement cases for an employee using the HR Benefits module. © 2018 ServiceNow. All rights reserved. 281 Istanbul ServiceNow HR Service Management The HR • Benefits module contains a list of all tuition reimbursement cases. HR agents can add and modify tuition reimbursement cases. Create or modify tuition reimbursement in non-scoped HR You can add or modify a tuition reimbursement for an employee using the HR Benefits module. Role required: hr_basic, or hr_manager Employees can ask questions about approved courses and classes and request tuition reimbursement by submitting a request through the HR Service Portal. A tuition reimbursement case is opened and can be viewed and assigned at HR • Benefits Tuition Reimbursements . 1. 2. 3. Navigate to HR • Benefits Tuition Reimbursements . The HR Tuition Reimbursements list opens. Click New to open an HR tuition reimbursement record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 84: HR Tuition Reimbursement form 4. 5. 6. 7. 8. Field Description Course title The name of the course. Employee The user who requested tuition reimbursement. Click the lookup icon and select the user. School/Program name Name of the school or program where the employee took the course. Course grade Grade the employee received after completing the course. Course justification Explanation of why the employee took the course. Status Status of the reimbursement request, such as Approved or Paid. Course start date Date when the course started. Course end date Date when the course ended. Course cost Cost of the course. Refund Amount reimbursed to the employee. Click Submit. The tuition reimbursement is listed in the HR Tuition Reimbursements list. To modify tuition reimbursement data, find the existing tuition reimbursement in the HR Tuition Reimbursements list. You can use the list search menu by typing the course title or employee name and pressing Enter. Click the tuition reimbursement to open the form. The HR Tuition Reimbursement form opens displaying course title and other populated fields. Modify the form. Click Update. Approve a tuition reimbursement request in non-scoped HR © 2018 ServiceNow. All rights reserved. 282 Istanbul ServiceNow HR Service Management To approve a tuition reimbursement request, you review the submitted documentation and justification to ensure the course supports the employee job functions. Role required: hr_basic or hr_approver_user The employee who submits the request attaches the payment receipt and grades to the tuition form using the HR Service Portal. When the request is submitted, two HR tasks are generated: one to review and approve the payment, and one for payroll to process the payment. 1. 2. 3. 4. 5. 6. Open a tuition reimbursement request and click Start work. Verify the documents that are attached and review them to determine whether to approve the request. If one or more of the documents are not attached or are incorrect, click Suspend, select Document for the reason, and enter a note about the documents that you need. The HR case is suspended. The employee receives an email notification and responds by attaching the documents. You are notified when this action is completed. Open the first task and click Start Work. Complete one of the following actions. Option Description Request is approved Click Close complete, enter a note that the documents and reimbursement are approved, and click OK. Request is not approved Click Close incomplete, enter a note about why you do not approve the documents or justification, and click OK. To notify payroll that this request is approved for payment, open task assigned to HR payroll and enter a comment that the task is ready for work. This sends an email notification with the comment to the assigned payroll agent. After the payroll agent processes the payment, they notify you that the case can be closed. Process a tuition payment in non-scoped HR After a tuition reimbursement request has been reviewed and approved, you are notified that the task to process the reimbursement payment is ready to work on. Role required: hr_basic or hr_task_writer When the tuition reimbursement request was submitted, an HR task was created to process the payment. The HR agent who reviews the documents enters a comment in the HR task for payroll, and you receive email notification with a link to the task. 1. 2. 3. 4. Click the link in the email notification to open the HR task. You can also navigate to HR • Case Management HR Tasks Assigned to me . Click Start work. Complete the process in the payroll system to reimburse the employee. In the HR task, click Close Complete, enter a note regarding the reimbursement, and click OK. When this task is closed, an email notification is sent to the HR agent assigned to the tuition reimbursement case. The HR agent can review the information and close the HR case. Manage HR Employee Relations in non-scoped HR You can define and maintain HR employee relations data that is used for creating and assigning employee relations cases in the non-scoped version of HR. The HR • Employee Relations module contains a list of all open employee relations cases. The module allows HR agents to add and modify disciplinary issues and types, as well as warning types. © 2018 ServiceNow. All rights reserved. 283 Istanbul ServiceNow HR Service Management The following information is set up and maintained as part of the HR • Employee Relations module. Employees can access HR employee relations information and submit HR employee relations cases from the HR Service Portal. HR managers or administrators set up and modify the information. • • HR Employee Relations Case Management Disciplinary Issues • • Disciplinary Issue Types Warning Types HR specialists, generalists, and managers can perform any of the following tasks. • • Create HR employee relations cases for employees to record the processing of HR disciplinary issues, such as a report from an employee about an absent co-worker or co-worker misconduct. View HR employee relations case information and manage the overall HR workload. For example, a manager can work with all HR cases that are not assigned. HR employee relations cases can have one or more associated HR tasks to manage individual pieces of work within the case. Employee relations case management in non-scoped HR You can use HR dashboards, reports, and other HR management modules to monitor and manage HR employee relations cases. You can view a list of employee relations cases in the HR • Employee Relations Case Management Employee Relations Cases module. Depending on your HR job function, you can use any of the following tools to help you with day-to-day HR employee relations cases and operations. • • Dashboards, including the Overview, Overview (Reporting), and Manager Dashboard. Dashboards are a type of homepage containing reports and other widgets. You click a listed employee relations record or a segment in a report to see details. HR reports, including reports available on the dashboards. Various HR reports are predefined for you, and you can create additional reports. Create or modify a disciplinary issue in non-scoped HR You can add or modify a disciplinary issue for an employee using the HR • Employee Relations module. Role required: hr_basic, or hr_manager Employees can ask employee relations questions or report disciplinary issues by submitting questions and reports through the HR Service Portal. An employee relations case is opened and can be viewed and managed at HR • Employee Relations Case Management Employee Relations Cases . Not every employee relations case results in a disciplinary issue. However, when a case does result in a disciplinary issue, a disciplinary issue is added to the Disciplinary Issue list. 1. 2. 3. Navigate to HR • Employee Relations Disciplinary Issues Disciplinary Issues . The HR Disciplinary Issue list opens. Click New to open a disciplinary issue record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 85: HR Disciplinary Issue form Field Description Employee The user to be disciplined. © 2018 ServiceNow. All rights reserved. 284 Istanbul ServiceNow HR Service Management Field Description Type The disciplinary issue, such as tardiness, improper dress, or misconduct. Warning Type The warning given, such as verbal or written warning. Description Details about the disciplinary issue. Disciplinary action Action taken by HR or management. Previous interactions Details regarding other interactions with the employee. Suggested improvement Details about how to correct or better the issue. Review date Date the disciplinary issue is created or modified. 4. Click Submit. The disciplinary issue is listed in the HR Disciplinary Issue list. 5. To modify disciplinary issue data, find the existing disciplinary issue in the HR Disciplinary Issue list. You can use the list search menu by typing the employee name and pressing Enter. Click the disciplinary issue to open the form. The HR Disciplinary Issue form opens displaying employee name and other populated fields. Modify the form. Click Update. 6. 7. 8. Create or modify a disciplinary issue type in non-scoped HR You can add or modify a disciplinary issue type using the HR • Employee Relations module. Role required: hr_basic, or hr_manager . Disciplinary issue types can be viewed at HR • Employee Relations Disciplinary Issues Disciplinary Issue Types . Types of disciplinary issues include: • • • • • • • • • • Absenteeism Abusive Language or Behavior Improper Dress Misconduct Insubordination Tardiness Improper Use of Equipment Unsatisfactory Work Performance Failure to Follow Corporate Policy Other 1. Navigate to HR • Employee Relations Disciplinary Issues Disciplinary Issues Types . The HR Disciplinary Issue Types list opens. Click New to open a disciplinary issue type record. 2. © 2018 ServiceNow. All rights reserved. 285 Istanbul 3. ServiceNow HR Service Management Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 86: HR Disciplinary Issue Type form 4. 5. 6. 7. 8. Field Description Issue The disciplinary issue. Order Number set to indicate the order in which the issue appears on the record. Value Issue value name, such as absenteeism, or improper_dress. Click Submit. The disciplinary issue type is listed in the HR Disciplinary Issue Types list. To modify disciplinary issue type data, find the existing disciplinary issue type in the HR Disciplinary Issue Types list. You can use the list search menu by typing the disciplinary issue type and pressing Enter. Click the disciplinary issue type to open the form. The HR Disciplinary Issue Type form opens displaying the issue and other populated fields. Modify the form. Click Update. Create or modify a disciplinary warning type in non-scoped HR You can add or modify a disciplinary warning type using the HR • Employee Relations module. Role required: hr_basic, or hr_manager . Disciplinary warning types can be viewed at HR • Employee Relations Disciplinary Issues Warning Types . Types of disciplinary warnings include: • • • • • Verbal Warning Written Warning Final Warning Dismissal Other 1. Navigate to HR • Employee Relations Disciplinary Issues Warning Types . The HR Disciplinary Warning Types list opens. Click New to open a disciplinary issue type record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) 2. 3. Table 87: HR Disciplinary Warning Type form Field Description Warning Warning type. Order Number set to indicate the order in which the issue appears on the record. © 2018 ServiceNow. All rights reserved. 286 Istanbul 4. 5. 6. 7. 8. ServiceNow HR Service Management Field Description Value Issue value name, such as absenteeism, or improper_dress. Click Submit. The disciplinary warning type is listed in the HR Disciplinary Warning Types list. To modify disciplinary warning type data, find the existing disciplinary warning type in the HR Disciplinary Warning Types list. You can use the list search menu by typing the disciplinary warning type and pressing Enter. Click the disciplinary warning type to open the form. The HR Disciplinary Warning Type form opens displaying the warning type and other populated fields. Modify the form. Click Update. Manage HR Systems in non-scoped HR You can define and maintain HR systems data that is used for creating and assigning HR systems cases in the non-scoped version of HR. HR Systems comprises the individual systems that form the HR application. • • • • • • Benefits Administration System HR Portal Learning Management System Payroll System Performance Management System Time and Attendence System The HR • Systems module contains a list of all open HR systems cases. HR agents can grant operational access to systems and create and modify systems reports. The following information is set up and maintained as part of the HR • Systems module. Employees can access HR systems information and submit HR systems cases from the HR Service Portal. HR managers or administrators set up and modify the information. • • • • HR Password Reset HR Portal Support HR System Access HR System Reports HR specialists, generalists, and managers can perform any of the following tasks. • • Create HR systems cases for employees to record the processing of HR systems requests, such as an HR password reset or HR Service Portal support. View HR systems case information and manage the overall HR workload. For example, a manager can work with all HR cases that are not assigned. HR systems cases can have one or more associated HR tasks to manage individual pieces of work within the case. HR systems case management in non-scoped HR You can use HR dashboards, reports, and other HR management modules to monitor and manage HR systems cases. © 2018 ServiceNow. All rights reserved. 287 Istanbul ServiceNow HR Service Management You can view a list of all systems cases in the HR • Systems Case Management HR Systems Cases module. Depending on your HR job function, you can use any of the following tools to help you with day-to-day HR systems cases and operations. • • Dashboards, including the Overview, Overview (Reporting), and Manager Dashboard. Dashboards are a type of homepage containing reports and other widgets. You click a listed systems record or a segment in a report to see details. HR reports, including reports available on the dashboards. Various HR reports are predefined for you, and you can create additional reports. Grant or modify HR system access in non-scoped HR You can grant or modify HR system access for an employee using the HR • Systems module. Role required: hr_basic, or hr_manager HR system access is granted for employees eligible for access to certain HR systems, such as the payroll system or benefits administration system. Employees can ask HR systems questions or request system access through the HR Service Portal. An HR systems case is opened and can be viewed and managed at HR • Systems Case Management HR Systems Cases . 1. 2. 3. Navigate to HR • Systems System Access System Access . The HR Operations Access (System Access) list opens. Click New to open an HR operations access record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 88: HR Operations Access form 4. 5. Field Description Active Select the box to activate system access. Deselect to deactivate access. Employee The user requesting systems access. Expire date The date access is deactivated. Justification Details about why the user needs systems access. Policy Acceptance Select the box if a policy acceptance is required. Deselect if not. Role Specific role assignment for the HR system. Username The employee username. Granting case HR systems case number. Grant date Date access is granted. HR system Accessed HR system, such as Payroll System or Benefits Administration System. Click Submit. The system access is listed in the HR Operations Access list. To modify system access data, find the existing system access in the HR Operations Access list. You can use the list search menu by typing the employee name and pressing Enter. © 2018 ServiceNow. All rights reserved. 288 Istanbul 6. 7. 8. ServiceNow HR Service Management Click the employee name to open the form. The HR Operations Access form opens displaying employee name and other populated fields. Modify the form. Click Update. Create or modify HR system report definitions in non-scoped HR You can add or modify HR system reports for an employee using the HR • Systems module. Role required: hr_basic, or hr_manager Employees can ask about HR reports or request an HR report through the HR Service Portal. An HR report case is opened and can be viewed and managed at HR • Systems Case Mananagement HR Systems Cases . 1. 2. 3. Navigate to HR • Systems Systems Reports Report Definitions. . The HR Operations Reports (Report Definitions) list opens. Click New to open an HR operations report record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 89: HR Operations Report form 4. 5. 6. 7. 8. Field Description Name Name of the report. Description Description of the report. Report type Type of report, such as Customer Satisfaction, Compliance, or Operational. System System for which the report is needed, such as Payroll System. Justification Why the report is needed. Contact Person to contact about the form. Requester Person requesting the report. From Beginning date for the comprised report data. To End date for the comprised report data. Click Submit. The system report is listed in the HR Operations Report (Report Definitions) list. To modify system report definitions data, find the existing system report definition in the HR Operations Report (Report Definitions) list. You can use the list search menu by typing the report name or the requestor name and pressing Enter. Click the system report to open the form. The HR Operations Report form opens displaying report name and other populated fields. Modify the form. Click Update. Create or modify HR system report frequencies in non-scoped HR You can add or modify a system report frequency for an employee using the HR • Systems module. © 2018 ServiceNow. All rights reserved. 289 Istanbul ServiceNow HR Service Management Role required: hr_basic, or hr_manager Employees can ask about HR report frequencies or request an HR report frequency through the HR Service Portal. An HR report case is opened and can be viewed and managed at HR • Systems Case Mananagement HR Systems Cases . 1. 2. 3. Navigate to HR • Systems Systems Reports Report Frequencies. . The HR Operations Report Frequencies list opens. Click New to open an HR operations report frequency record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 90: HR Operations Report Frequency form Field Description Report frequency How often the report generates, for example, daily, weekly, monthly. 4. Click Submit. The system report is listed in the HR Operations Report Frequencies list. 5. To modify system report frequencies data, find the existing system report frequency in the HR Operations Report Frequencies list. You can use the list search menu by typing the report frequency name and pressing Enter. Click the system report frequency to open the form. The HR Operations Report Frequency form opens displaying the report frequency field. Modify the form. Click Update. 6. 7. 8. Create or modify an HR system report type in non-scoped HR You can add or modify a system report type using the HR • Systems module. Role required: hr_basic, or hr_manager . System report types can be viewed at HR • Systems Systems Reports Report Types . Types of system reports include: • • • • • Customer Satisfaction Compliance Operational Trend Analysis Other 1. Navigate to HR • Systems System Reports Report Types . The HR Operations Report Types list opens. Click New to open a system report type record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) 2. 3. © 2018 ServiceNow. All rights reserved. 290 Istanbul ServiceNow HR Service Management Table 91: HR Operations Report Type form 4. Field Description Report type The kind of report to generate, such as, compliance or operational. Click Submit. The system report type is listed in the HR Operations Report Types list. To modify the system report type data, find the existing system report type in the HR Operations Report Types list. You can use the list search menu by typing the report type name and pressing Enter. Click the system report type to open the form. The HR Operations Report Type form opens displaying the report type. Modify the form. Click Update. 5. 6. 7. 8. Manage HR Payroll in non-scoped HR You can define and maintain HR payroll data that is used for creating and assigning HR payroll cases in the non-scoped version of HR. The HR • Payroll module contains a list of all open payroll cases. The module allows HR agents to add and modify payroll records, banking accounts, and direct data. The following information is set up and maintained as part of the HR • Payroll module. Employees can access HR payroll information, enroll in direct deposit, and submit HR payroll cases from the HR Service Portal. HR managers or administrators set up and modify the information. • • • HR Payroll Case Management Employee Payroll Records Bank Details • • Bank Accounts Direct Deposits HR specialists, generalists, and managers can perform any of the following tasks. • • Create HR payroll cases for employees to record the processing of HR payroll issues or enrollments. View HR payroll case information and manage the overall HR workload. For example, a manager can work with all HR cases that are not assigned. HR payroll cases can have one or more associated HR tasks to manage individual pieces of work within the case. HR payroll case management in non-scoped HR You can use HR dashboards, reports, and other HR management modules to monitor and manage HR payroll cases. You can view a list of all payroll cases in the HR • Payroll Case Management Payroll Cases module. Depending on your HR job function, you can use any of the following tools to help you with day-to-day HR payroll cases and operations. © 2018 ServiceNow. All rights reserved. 291 Istanbul • • ServiceNow HR Service Management Dashboards, including the Overview, Overview (Reporting), and Manager Dashboard. Dashboards are a type of homepage containing reports and other widgets. You click a listed payroll record or a segment in a report to see details. HR reports, including reports available on the dashboards. Various HR reports are predefined for you, and you can create additional reports. Create or modify an employee payroll record in non-scoped HR You can add or modify an employee payroll record using the HR • Payroll module. Role required: hr_basic, or hr_manager Payroll records can be viewed at HR • Payroll = Employee Payroll Records Payroll . 1. 2. 3. Navigate to HR • Payroll Employee Payroll Records Payroll . The HR Payrolls list opens. Click New to open an HR payroll record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 92: HR Payroll form 4. 5. 6. 7. 8. Field Description Employee The name of the employee. Pay period beginning Day (date) the pay period starts. Pay period end Day (date) the pay period ends. Current pay date Most recent or closest approaching pay date. Current income Amount of income employee has earned to date. Year to date income Total salary and bonus income. Current deductions Amount deducted from income to date. Year to date deductions Total deducted from annual salary. Click Submit. The payroll record is listed in the HR Payrolls list. To modify payroll record data, find the existing payroll record in the HR Payrolls list. You can use the list search menu by typing the employee name. Click the information icon next to the employee name to open the form. The HR Payroll form opens displaying the employee name and other populated fields. Modify the form. Click Update. Create or modify an employee bank account in non-scoped HR You can add or modify an employee bank account using the HR • Payroll module. Role required: hr_basic, or hr_manager Employee bank account data can be viewed at HR • Payroll Bank Details Bank Accounts . 1. Navigate to HR • Payroll Bank Details Bank Accounts . The Bank Accounts list opens. © 2018 ServiceNow. All rights reserved. 292 Istanbul 2. 3. ServiceNow HR Service Management Click New to open a Bank Account record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 93: Bank Account form 4. 5. 6. 7. 8. Field Description Name Employee name. Account holder Account holder name. Account nickname Personalized name for the account, such as, vacation savings or college student checking. Bank name Name of the bank. Account type Type of bank account, such as, checking or savings. Account number Bank account number. Routing number Bank routing number. Click Submit. The bank account is listed in the Bank Accounts list. To modify bank account data, find the existing bank account in the Bank Accounts list. You can use the list search menu by typing the employee name and pressing Enter. Click the employee name to open the form. The Bank Account form opens displaying employee name and other populated fields. Modify the form. Click Update. Create or modify an employee direct deposit in non-scoped HR You can add or modify an employee direct deposit using the HR • Payroll module. Role required: hr_basic, or hr_manager Benefit providers can be viewed at HR • Payroll Bank Details Direct Deposits . 1. 2. 3. Navigate to HR • Payroll Bank Details Direct Deposits . The HR Direct Deposits list opens. Click New to open an HR direct deposit record. Complete the form. (The fields you see on the form depend on how the form is configured and what fields are selected to display.) Table 94: HR Direct Deposit form Field Description Employee Employee name. Bank account Account holder name. Deposit amount Amount of money from paycheck for direct deposit. © 2018 ServiceNow. All rights reserved. 293 Istanbul 4. 5. 6. 7. 8. ServiceNow HR Service Management Field Description Deposit type Type of direct deposit, such as, amount, percentage, or remaining. Active Select to activate direct deposit for the employee. Leaving the box empty or deselecting deactivates direct deposit. Click Submit. The direct deposit is listed in the HR Direct Deposits list. To modify direct deposit data, find the existing direct deposit in the HR Direct Deposits list. You can use the list search menu by typing the employee name and pressing Enter. Click the information icon or the date in the Updated column of the list to open the form. The HR Direct Deposit form opens displaying employee name and other populated fields. Modify the form. Click Update. Manage HR Employee Data Management in non-scoped HR HR Employee Data Management manages employee personal information, employment verification letter requests, onboarding tasks for new employees, and offboarding tasks for employees leaving the company in the non-scoped version of HR. HR specialists, generalists, and managers can: • • • • Onboard new employees. Offboard employees leaving the company. Update employee personal information. Send employment verification letters. Employee data management cases can have multiple tasks assigned. Example HR case request Alan, an HR recruiter wants to send onboarding documents to new hires. 1. A hiring manager creates an onboarding request through the HR Service Portal or, Alan creates an HR onboarding request through HR • Employee Data Management. An HR onboarding case is created and assigned to an HR agent, such as a specialist or generalist, based on assignment rules. 2. The case is submitted for approval. 3. After receiving approval, the HR agent processes the HR case, creating HR tasks for this request. Tasks are assigned to the new employee and HR agents. 4. When all the tasks are completed, the HR case is closed. Create and complete an employee information change case in non-scoped HR Employees can request employee information changes through the HR Service Portal. HR agents can create an employee data management case and fulfill this request through HR • Employee Data Management. You can fulfill an employee information change request through HR • Employee Data Management. 1. Navigate to HR • Employee Data Management Case Management Employee Data Management Cases . © 2018 ServiceNow. All rights reserved. 294 Istanbul 2. 3. ServiceNow HR Service Management The Employee Data Management Cases list opens. Click New or a case number. The Employee Data Management Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage. Complete the fields on the form. Table 95: Employee Data Management Case fields Field Description Number The auto-assigned case ID number, which cannot be changed. Opened for The user who needs HR assistance. Click the Lookup using list icon and select the user. The location and department information is filled in automatically. Location The geographical location of the user associated with the case. Department The department of the user associated with the case. If you select the department, the Manager field is populated if there is an assigned department head. Category The category of the HR case. By selecting the category, you can save the new case and initiate the auto-assignment process, if one is available. Select Employee Information Change. Skills The required skills of the person assigned to this category of HR case. State The state or status of the case. Priority The precedence of the case, based on the category and whether the employee is a VIP. Opened The date and time the case is opened. Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources. Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. © 2018 ServiceNow. All rights reserved. 295 Istanbul 4. 5. 6. ServiceNow HR Service Management Field Description Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself. Short description A brief description of the case. A default value appears when a category is selected. Description A longer, more detailed description of the case. Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it. Approval is required before the case can move forward. After approval is received, the information is updated and the state changes to Closed Complete. To update additional information, click the About Employee, Employment Information, and Contact Information tabs to add or change personal information. Click Submit to save and close the case and return to the Employee Data Management Cases list or Ready for Work to save and close the case and remain on the Employee Data Management Case form. After the HR Employee Data Management case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended in order for the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available. HR managers and administrators can view case SLA records by navigating to HR • Case Management Case Management Case SLAs . You can also run SLA reports. Create an employee offboarding case in non-scoped HR HR agents can offboard employees using the HR • Employee Data Management module. Role required: hr_basic or hr_case_writer HR agents can offboard employees leaving the company using the Employee Data Case Management form. 1. 2. 3. Navigate to HR • Employee Data Management Case Management Employee Data Management Cases . The Employee Data Management Cases list opens. Click New or a case number. The Employee Data Management Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage. Complete the fields on the form. Table 96: Employee Data Management Case fields Field Description Number The auto-assigned case ID number, which cannot be changed. © 2018 ServiceNow. All rights reserved. 296 Istanbul ServiceNow HR Service Management Field Description Opened for Click the Lookup icon and select the employee to be offboarded. Location The geographical location of the user associated with the case. Department The department of the user associated with the case. If you select the department, the Manager field is populated if there is an assigned department head. Category The category of the HR case. Select Employee Offboarding. Note: Some of the case categories have an associated workflow. Skills The required skills of the person assigned to this category of HR case. State The state of the case. The state is also displayed along the top. Priority The precedence of the case, based on the category and whether the employee is a VIP. Opened The date and time the case is opened. Opened by The user creating the record. Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources. Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself. Short description A brief description of the case. A default value appears when you select a category. Description A longer, more detailed description of the case. © 2018 ServiceNow. All rights reserved. 297 Istanbul 4. 5. 6. 7. ServiceNow HR Service Management Field Description Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it. Approval is required before the case can move forward. After approval is received, the information is updated and the state changes to Work in Progress. Scroll down to view the tasks assigned for offboarding. Click a task number (HRTxxxxxxx) to view details and update the state. Click Update to save and return to the Employee Data Management Case form or Save to save and remain on the HR Task form. After the HR case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended when the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available. HR managers and administrators can view case SLA records by navigating to HR • Case Management Case Management Case SLAs . You can also run SLA reports. Complete an employee offboarding case in non-scoped HR You can work on an offboarding request to ensure that all required documents have been reviewed and signed prior to the last day of an employee. Role required: hr_basic or hr_case_writer HR agents ensure that all required offboarding tasks have been completed as part of the offboarding process. Approval is required. Approvers use the HR Service Portal or from the case on the Employee Data Management Case page. After approval is received, the State changes to Work in Progress. 1. 2. 3. 4. 5. 6. 7. 8. 9. Navigate to HR • Employee Data Management Case Management Employee Data Management Cases or to HR • Case Management HR Tasks Assigned to me . Click a case number. Scroll down and review the HR Tasks. As assigned tasks are completed, the State changes to Closed Complete. Tasks in Ready state are not complete. Click the task numbers assigned to you. Click Start Work to save the case information and change the status from Ready to Work in Progress. Change the state to Closed Complete when the task has completed. Click Update to save and return to the Employee Data Management Case form or Save to save and remain on the HR Task form. When all tasks are complete, change the state of the case to Closed Complete. Click Update to save and return to the Employee Data Management Case list or Save to remain on the Employee Data Management Case form. After the HR Employee Data Management case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended in order for the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available. © 2018 ServiceNow. All rights reserved. 298 Istanbul ServiceNow HR Service Management HR managers and administrators can view case SLA records by navigating to HR • Case Management Case Management Case SLAs . You can also run SLA reports. Create an employment verification letter case in non-scoped HR Employees can request an employment verification letter through the HR Service Portal. HR agents can create an HR case and fulfill this request through HR • Employee Data Management. When an employee requests an employment verification letter, HR agents use HR • Employee Data Management to fulfill this request. The letter is generated based on the HR profile information. The HR agent assigned to the request can attach the letter to an email message and send it to the contact email address provided. 1. 2. 3. Navigate to HR • Employee Data Management Case Management Employee Data Management Cases . The Employee Data Management Cases list opens. Click New or a case number. The Employee Data Management Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage. Complete the form. Table 97: Employee Data Management Case fields Field Description Number The auto-assigned case ID number, which cannot be changed. Opened for The user who needs HR assistance. Click the Lookup using list icon and select the user. The location and department information is filled in automatically. Location The geographical location of the user associated with the case. Department The department of the user associated with the case. The Manager field is populated when there is an assigned department head. Category The category of the HR case. By selecting the category, you can save the new case and initiate the auto-assignment process, if one is available. Note: Some of the case categories have an associated workflow. Select Employment Verification Letter. PDF Template Location of the employee determines the letter template. Change by clicking the Lookup icon to view a list of letters. Skills The required skills of the person assigned to this category of HR case. State The state of the case and also displayed along the top. © 2018 ServiceNow. All rights reserved. 299 Istanbul 4. 5. 6. ServiceNow HR Service Management Field Description Priority The precedence of the case, based on the category and whether the employee is a VIP. Opened The date and time the case is opened. Opened by The user creating the record. Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources. Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself. Short description A brief description of the case. A default value appears when you select a category. Description Contact information provided by the employee displays. Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it. Click the About Employee, Employment Information, and Contact Information tabs to add or change personal information. Click Update to save and return to the Employee Data Management Cases list or Start Work to save and remain on the Employee Data Management Case form. The State changes to Work in Progress. Knowledge articles based on the short description are listed. There are two tabs. One showing articles that you have access to, and one showing articles that the caller can access. Different geographic locations or holiday schedules by county determine the article selection. To preview and attach a knowledge article to the case, complete the following steps. a) Click Preview next to an article. If you know that the article contains the information you need without previewing it, click Attach next to the article. The article opens in a pop-up window. Click the up or down arrow to review the previous or next article. Click (X) to close the window. b) To attach the article, click Attach to HR Case. The article content is copied into the Activity field. After you update the case, the article appears in the Attached Knowledge related list. © 2018 ServiceNow. All rights reserved. 300 Istanbul ServiceNow HR Service Management After the HR Employee Data Management case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended when the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available. HR managers and administrators can view case SLA records by navigating to HR • Case Management Case Management Case SLAs . You can also run SLA reports. Complete an employment verification request in non-scoped HR You can generate an employment verification letter when an employee requests one. The letter is generated from a button in the HR • Employee Data Management form. Role required: hr_basic or hr_case_writer The employment verification letter is generated as a PDF. You can print and mail the letter, or attach it to an email from the Employee Data Management Case form. 1. 2. 3. Open an employment verification request and click Start Work. Review the contact information provided by the employee in the Description field. To obtain missing information, complete the following steps. a) Click Suspend. b) Select User as the reason and enter the information you require in Work Note field. The employee receives an email notification with your comment about the missing information. After the employee adds the information, you receive an email notification that the information was added in a comment. c) Reopen the employment verification request and click Resume. 4. The default employee verification letter displays. Click the Lookup using list icon to select a different PDF Template. 5. To generate the letter as a PDF, click Generate Document. The letter opens in the Edit document page. 6. Edit the letter. 7. Click Sign to draw your signature. 8. Click Accept. The letter is generated as a PDF and added to the case as an attachment. You can manage it as you would any attachment. The case is set to the Awaiting Acceptance state and the employee who requested the letter is sent notification to review and close the request. 9. To send the letter, click Send Email. 10. Verify the email address. Click OK to send the email. 11. After receiving acceptance from the employee, change the State to Closed Complete. 12. Click Update to save and remain on the Employee Data Management Case form or Save to save and return to the Employee Data Management Cases list. Create a new hire onboarding case in non-scoped HR HR agents can onboard new employees using the HR • Employee Data Management module. Role required: hr_basic or hr_case_writer HR agents can onboard new employees using the Employee Data Case Management form. 1. 2. Navigate to HR • Employee Data Management Case Management Employee Data Management Cases . The Employee Data Management Cases list opens. Click New or a case number. © 2018 ServiceNow. All rights reserved. 301 Istanbul 3. ServiceNow HR Service Management The Employee Data Management Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage. Complete the form. Table 98: Employee Data Management Case fields Field Description Number The auto-assigned case ID number, which cannot be changed. Opened for For an onboarding case, the user is not yet in the system. Leave this field blank and from Category select New Hire Onboarding. Location The geographical location of the user associated with the case. Department The department of the user associated with the case. If you select the department, the Manager field is populated if there is an assigned department head. Category The category of the HR case. By selecting the category, you can save the new case and initiate the auto-assignment process, if one is available. Note: Some of the case categories have an associated workflow. Select New Hire Onboarding and the Create Onboarding User dialog box opens. Enter the First name, Last name, and Personal email of the onboarded employee. Skills The required skills of the person assigned to this category of HR case. State The state of the case and also displayed along the top. Priority The precedence of the case, based on the category and whether the employee is a VIP. Opened The date and time the case is opened. Opened by The user creating the record. Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources. © 2018 ServiceNow. All rights reserved. 302 Istanbul 4. 5. ServiceNow HR Service Management Field Description Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself. Short description A brief description of the case. A default value appears when you select a category. Description A longer, more detailed description of the case. Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it. Click the About Employee, Employment Information, and Contact Information tabs to add or change personal information. Click Submit to save and return to the Employee Data Management Cases list or Ready for Work to save and remain on the Employee Data Management Case form. The State changes to Ready. After the HR case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended when the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available. HR managers and administrators can view case SLA records by navigating to HR • Case Management Case Management Case SLAs . You can also run SLA reports. Complete a new hire onboarding case in non-scoped HR You can work on an onboarding request to ensure that all required documents have been reviewed and signed prior to the first day of a new hire. Role required: hr_basic or hr_case_writer HR agents ensure that new hires as part of the onboarding process review and sign all required documents. Approval is required. Approvers use the HR Service Portal or from the case on the Employee Data Management Cases form. After approval is received, the State changes to Work in Progress. 1. 2. 3. 4. 5. 6. Navigate to HR • Employee Data Management Case Management Employee Data Management Cases . Click a case number. Scroll down and review the HR Tasks. As the new employee completes the assigned tasks, the State changes to Closed Complete. Tasks in Ready state are not complete. Click the task numbers assigned to you. Click State or use the buttons at the top of the page. Click Save or Start Work to save the case information and change the status to Work in Progress. Click Update to save the case information and return to the Employee Data Management Cases list. © 2018 ServiceNow. All rights reserved. 303 Istanbul ServiceNow HR Service Management When all tasks are complete, the state of the case changes to Closed. To reactivate a user with a Canceled state, check the Active box under the User ID. Approve an employee change request in non-scoped HR Approving a request to change employee HR profile information updates the HR profile and automatically closes the case. Role required: hr_basic or hr_approver_user Employees can change personal information in their HR profile or a manager can submit a request of a direct report. For example, when a direct report is promoted to a new position. When a change request is submitted, an HR case is opened, and the Employee Change HR Workflow determines approval requirements. • • If no approval is required, the HR profile is updated automatically and the HR case is closed. If it does require approval, HR group members receive a notification with the approval request. When the request is approved, the HR profile is updated and the HR case is closed automatically. 1. To approve the request, begin by opening the HR case in one of the following ways. • • 2. 3. Click a link in the email notification to approve, reject, or view the case. Navigate to HR • Case Management Case Management Assigned to me and select the case. If you opened the HR case from the email link or the menu, review the proposed changes. In the Approvers related list, set your approval record to Approved. The HR profile is updated and the HR case is set to Closed Complete. If the HR case is rejected, the HR profile is updated with a reject message and the HR case is set to Closed Incomplete. HR Performance Analytics Non-Scoped HR Performance Analytics for the non-scoped version of HR Service Management measures key performance indicators to track HR performance over time. Activation information HR Performance Analytics Non-Scoped requires a separate premium subscription to the Performance Analytics application, as well as activation of the following content pack: • Performance Analytics - Content Pack - Human Resources [com.snc.pa.hr_core] Contact your account manager for more information. View HR Performance Analytics Non-Scoped HR Performance Analytics for the non-scoped version of HR Service Management helps you align resources and systems to strategic objectives. Before HR Performance Analytics data can be viewed, your organization purchases a subscription to Performance Analytics Premium and an administrator activates the plugin. Role required: hr_basic © 2018 ServiceNow. All rights reserved. 304 Istanbul ServiceNow HR Service Management After HR Performance Analytics is activated, the collection job runs daily. Collected data is kept for 30 days. The data in performance analytics reports is collected based on a daily scheduled job, therefore, the date is one day in the past. Over time, more data is available for historical trending. The Performance Analytics dashboard displays the following reports. Volume of Open/Closed Cases by Category The line chart displays the trend of open and closed cases for each of the last four weeks. Click a point on a line to see open or closed cases for the duration. The Breakdowns tab displays the number of open or closed cases by category. Select Stacked bar from the choice list for the best data format. Active HR Cases per Week - by AVG The bar chart displays the average number of active cases by state for each of the last four weeks. It also displays the total number of cases for each week. The Breakdowns tab displays the aging buckets and the total number of cases in each bucket. Active HR Cases by State The trending chart displays a trend of the cases that moved to each HR case state during the past 30 days. The gray bar to the left of the Trend column represents the proportion of moved cases to the total number of cases. The Breakdowns tab displays aging buckets and the number of cases in each bucket for that date. Active HR Cases Managed by Agent - Weekly AVG The trending chart displays the number of cases that each agent was assigned to over the past four weeks. Active HR Cases SLA Indicator per Week- By AVG The bar chart displays the average number of cases that were in each aging bucket for each of the last four weeks. The Breakdown tab displays the agent and the number of cases on that date in the selected aging bucket. Select Column from the choice list for the best data format. 1. 2. Navigate to HR • Case Management Performance Analytics Perform any of the following actions. • • Point your cursor to an element, such as a bar or pie segment, to see what the element represents. Click a segment to see more details about the element. You may need to scroll up to view the information. The detail contains the following tabs, depending on the selected element. • • • • • • Chart: The detail of the element displayed in a chart. You can use the controls on the upper right to add or change comments, targets, and thresholds. Breakdowns: The breakdown of the buckets used in the report. Select a chart type from the choice list on the upper right to see the data in another format. Records: The records that comprise the element you selected. You can view the detail of each record. Scores: The number of records for each week in the report. Comments: Comments entered for this report. The tab is disabled unless comments exist. More info: A description of the logic that generates the report, how often the job runs, and when the data was last collected. © 2018 ServiceNow. All rights reserved. 305 Istanbul • ServiceNow HR Service Management If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. For more information about performance analytics and how to develop and modify widgets for your organization, see Performance Analytics concepts. HR Workday Integration Non-Scoped HR Workday Integration Non-Scoped synchronizes employee profile information between the non-scoped version of HR Service Management and Workday. You need a Workday account with administrative privileges to configure the Workday integration. The instance supports Workday API version 24.1. How Workday integration works Workday is the primary source of all employee data. After you put employee information in Workday and enable the integration on the instance, the instance uses SOAP web services to pull data from Workday on a regular basis. The data is then populated in the HR Profile [hr_profile], Job Profiles [hr_job_profile], Department [cmn_department], and Location [cmn_location] tables. The data taken from Workday is contained in the Worker object. By default, the integration pulls the following data from the Worker object. • • • • Employee information, such as user name, first and last name, and email addresses Location Department Job profile In the Workday integration transform maps, you can view the information that is pulled from the Workday record and the corresponding fields that are populated in the HR profile. For each Workday transform map, the source and target tables are listed and you can view the scripts that are run. When the integration script is processed, all HR profiles are created and activated, even if all data is not present. If a mandatory field is not populated during the import, it must be filled in the next time the record is updated. The integration also supports automatic record updates based on future dates for events such as employee onboarding, offboarding, transfers, or promotions. For example, after you add information in Workday for a new employee who starts work in a week, the instance retrieves the employee data at the scheduled pull and creates the user and HR records but does not activate the records until the onboard date. Offboarding works in a similar manner. When you set a termination date for an employee in Workday, the system automatically inactivates the user profile and HR record for the employee on the day after the termination date. Synchronizing HR profile information with Workday Workday integration can synchronize, or push, updates to specific fields that are made in the HR profile. The push runs after the updated information is pulled from Workday. The fields that are pushed include first names, middle names, last names, address, phone numbers (up to 4), email addresses (work and personal), and prefixes. © 2018 ServiceNow. All rights reserved. 306 Istanbul ServiceNow HR Service Management This synchronization helps maintain the status of contingent workers, such as contractors or temporary employees. This status is defined in the employee's Workday record, and is maintained based on the employee type assigned in the HR profile. If the contingent worker's status changes in Workday, for example, changed to permanent status, the HR profile is updated the next time the integration script runs. If you have defined custom contingent employment types in Workday, you must add them to the workday script include as shown below. The contingent employment types listed are those that Workday provides as a default. // Contingent Worker Employment Type workday.CONTINGENT_EMPLOYMENT_TYPE=['Consultant','Contractor','Vendor']; Set up HR Workday Integration Non-Scoped You must subscribe to the non-scoped version of the Workday integration, and then configure it to synchronize employee profile information. The following topics provide the steps to activate and set up the Workday integration. Perform them in the order listed. Activate HR Workday Integration Non-Scoped You can activate Human Resources Application: Workday Integration [com.snc.hr.wday] for the nonscoped version of HR if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Application: Workday Integration provides two-way integration with the Workday solution for your organization. It activates these related plugins if they are not already active. Table 99: Plugins for Human Resources Application: Workday Integration Plugin Description Human Resources Application: Core Provides basic HR features. [com.snc.hrc.core] 1. 2. 3. Navigate to System Definition Plugins . Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. 4. If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin. If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. © 2018 ServiceNow. All rights reserved. 307 Istanbul 5. ServiceNow HR Service Management Click Activate. Installed with HR Workday Integration Non-Scoped Several types of components are installed with HR Workday Integration Non-Scoped. Tables installed with HR Workday Integration Non-Scoped Workday integration adds the following tables. Table Description HR Department interface Saves department data imported from Workday. [hr_cmn_department_int] HR Locations interface table Saves location data imported from Workday. [hr_cmn_location_int] HR Job Profiles Saves job profile records. [hr_job_profile] HR Job Profiles interface table [hr_job_profile_int] Workday Data Import Saves job profile information imported from Workday. Saves employee data imported from Workday. [workday_data_import] Workday ID Cross Reference [workday_id_cross_reference] Saves the mapping relationships between the Workday record IDs and sys_id's. Script includes installed with HR Workday Integration Non-Scoped Workday integration adds the following script includes. Script include Description workday The constants used by all the Workday integration scripts. workday_AbstractWrapper The abstract wrapper used to wrap scripts related to the Workday integration. workday_BaseFactory The base class providing wrappers for HR objects. workday_Base_Data_Retriever The wrapper class for main data retrieval script. workday_contact_loader The script to push contact data to Workday. workday_Data_Loader The wrapper class for the main data loader script. workday_department_retriever The data retrieval script that obtains department information from Workday. workday_department_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for departments. © 2018 ServiceNow. All rights reserved. 308 Istanbul ServiceNow HR Service Management Script include Description workday_Factory The customizable class providing the correct Workday script wrapper type. Customers should modify this class when adding their own wrapper implementations. workday_future_retriever The data retrieval script that obtains both onboarding and offboarding events from Workday. For example, if an employee is in the Workday system but is not active until a certain date, this retriever is used to create the new user in the instance. The workday_worker_retriever script is what actually changes the employee to active when it runs. workday_job_profile_retriever The script to retrieve all job profiles. workday_job_profile_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for job profiles. workday_location_retriever The data retrieval script that obtains locations from Workday. workday_location_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for locations. workday_name_change The script to push name data to Workday. workday_sync The Workday data retriever. workday_worker_retriever The data retrieval script that obtains updated and effective changes related to workers. You can create a custom version of this script if you want to get different information from Workday. workday_worker_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for workers. User roles installed with HR Workday Integration Non-Scoped Workday integration adds the following role. Role title [name] Description Contains roles Workday administrator Can edit workday integration properties. none [workday_integration_role] Scheduled jobs installed with HR Workday Integration Non-Scoped Workday integration adds the following scheduled job. © 2018 ServiceNow. All rights reserved. 309 Istanbul ServiceNow HR Service Management Scheduled job Description workday sync The schedule that the application follows to import data from Workday. By default, the schedule is set to run the import every day at midnight. Web services installed with HR Workday Integration Non-Scoped Workday integration adds the following web service functions in Workday Web Service. Function Description Workday_Template Creates a SOAP envelope for the push request. Get_All_Departments Retrieves all worker information from the Worker object. Get_All_Job_Profiles Retrieves all job profiles from the Worker object. Get_All_Locations Retrieves all locations in your organization. Get_All_Workers Retrieves all worker information from the Worker object. Get_Effective_Workers Retrieves all effective worker information from the Worker object, including events that take place on a future date (the effective date). Get_Server_Timestamp Retrieves the timestamp from the server. Get_Updated_Workers Gets only updated information for workers. Get_Updated_Future_Workers Gets only updated information for onboarding workers. Transform maps installed with HR Workday Integration Non-Scoped Workday integration adds the following transform maps. Transform map Description Workday_Data_Transform Defines the field relationships between fields for the Workday DS [workday_data_import] source table and the HR Profile [hr_profile] target table. Workday_Department_Transform Defines the field relationships between fields for the HR Department interface [hr_cmn_department_int] source table and the Department [cmn_department] target table. Workday_Job_Profiles_Transform Defines the field relationships between fields for the Job Profiles interface [hr_job_profile_int] source table and the HR Job Profiles [hr_job_profile] target table. Workday_Locations_Transform Defines the field relationships between fields for the HR Locations interface [hr_cmn_location_int] source table and the Location [cmn_location] target table. © 2018 ServiceNow. All rights reserved. 310 Istanbul ServiceNow HR Service Management Create integration system users in Workday for non-scoped HR You must first configure two system user accounts in Workday for integration with the non-scoped version of HR, if they are not already created. One account is used for inbound integration, and the other is used for outbound integration. 1. 2. 3. Log in to Workday with the account that provides administrative privileges. Create the users and add them to a group by completing the following steps. a) Search for and open the Create Integration System User task. b) Configure and save two integration system users. c) Search for and open the Create Security Group task. d) In the Type of Tenanted Security Group field, choose Integration System Security Group (Unconstrained). e) Enter a group name and click OK. f) Select the users you created from the Integration System Users choice list and click OK, and then click Done. Add the integration security group to domains by completing the following steps. a) Search for domain: manage org and open the Manage: Organization Integration domain. b) Click the ellipsis (...) next to Manage Organization Information. c) In the window that opens, point to Domain and select Edit Security Policy Permissions. d) Under Integration Permissions, add the security group that you created and click OK. e) Repeat the previous steps to add the security group to the following domains: • • • • • • • • • • • 4. 5. domain: Worker Data: public worker reports domain: Worker Data: Current Staffing Information domain: Worker Data: gender domain: Worker Data: Contingent Worker Assignment Details domain: Worker Data: Personal Data domain: Worker Data: Worker ID domain: Worker Data: Home Contact Information domain: Manage: Location domain: Manage: Organization Integration domain: Organization: Cost Center domain: Job Information Add the group to the business processes Contact Change and Name Change by completing the following steps. a) Search for contact change and click the ellipsis (...) next to Contact Change (Default Definition). b) In the window that opens, point to Business Process Policy and select Edit. c) Under Web Service Request, add the security group that you created and click OK. d) Repeat the previous steps to add the security group to Name Change. Activate Pending Security Policy Changes by completing the following steps. a) Search for activate. b) Click Activate Pending Security Policy Changes. © 2018 ServiceNow. All rights reserved. 311 Istanbul c) ServiceNow HR Service Management Enter a comment and click OK. Configure Workday integration properties in non-scoped HR After you set up the system user accounts in Workday, configure the integration properties on your instance, in the non-scoped version of HR. Role required: admin 1. 2. Navigate to Integration-Workday Workday Properties . Set the configuration options. Table 100: Workday integration properties Properties Description Auto create system users for imported employees Select this option to create new user records in the User [sys_user] table when Workday users are not found in the instance's user records. Push HR profile changes to Workday. Select this option to push changes made to contact information in the HR profile to update associated records in Workday. Auto update the contact information and name change by turning off the Workday business process. Select this option to allow the HR profile updates to skip the Workday business process and directly update the Workday record. Enable the debug log Select this option to print information to the system log. If checked then the transform will run without any data being persisted Select this option to run an import set transform before user data is written to the hr_profile table. You can view the results of the transform. When you are certain that the data import from Workday is correct, clear this option so the HR tables can be updated. Workday Endpoint URL Enter the Workday web service URL. Include v21.1 in the wsdl portion of the URL. For example: https://(server_name)/ccx/service/ (tenant_name)/Human_Resources/v21.1/? wsdl If you do not know your endpoint URL, contact Workday, or, if you have access to the Workday community, see their Getting Started documentation for more information (requires login). Workday Integration Outbound User username Enter the outbound integration user name you configured in Workday. Include @[tenant_name] after the user name. © 2018 ServiceNow. All rights reserved. 312 Istanbul ServiceNow HR Service Management Properties Description Workday outbound password Enter the corresponding password for the outbound Workday user. Workday Integration Inbound User username Enter the inbound integration user name you configured in Workday. Include @[tenant_name] after the user name. Workday inbound password Enter the corresponding password for the inbound Workday user. Date since last successful run Enter the start date from which you want new user data to be transferred. The system transfers user records from Workday that were updated on this date or later. Leave this field blank to update all user data regardless of when the data was updated. Number of days to look ahead for getting on-boarding and off-boarding events Enter the number of days that the application looks ahead for an upcoming event in Workday to determine when to create or modify an HR profile record. The default is 28 days. For example, if you create a record in Workday today for an employee coming starting in 30 days, and you keep the default setting of 28 days, the user and HR profile records are created in two days, and are automatically set to Active when the employee comes on board. 3. Click Save. Configure a scheduled script to run the import in non-scoped HR The Workday integration for the non-scoped version of HR provides a scheduled script to run the data import. If it is not available on your instance, create one with this configuration. Role required: admin 1. 2. 3. Navigate to Integration-Workday Import Schedule . Click New. Complete the form with these values. Field Value Name Enter a descriptive name for the web service, such as workday sync. Active Select this check box to activate the web service for use. Run Select how often the scheduled script extension runs. Retrieve employee data as often as it is typically updated in Workday. © 2018 ServiceNow. All rights reserved. 313 Istanbul ServiceNow HR Service Management Field Value Time or Day Select the time of day or the specific day of the week that the script runs. Conditional Leave this check box unselected. Run this script Enter the following script to execute: workday_Factory.wrap("workday_sync").exec(); 4. Click Submit. Customize the data retrieval script include in non-scoped HR You can modify the default script includes to get additional data from Workday, in the non-scoped version of HR. Role required: admin 1. 2. Navigate to Integration-Workday Script Includes . Open the workday_Factory script. 3. Modify the script as necessary. Use any of the following examples. The following customization of the workday_Factory script calls the newly created cust_workday_worker_retriever class. workday_Factory.getWrapperType=function(scriptName){ var overridenWrapperType = workday_Factory.registeredClassesInternal[scriptName]; if(overridenWrapperType){ return overridenWrapperType; }else{ switch(scriptName +""){ case workday.WORKER_RETRIEVER: return cust_workday_worker_retriever;// This is the name of the new script include that extends workday_worker_retriever; default: return workday_BaseFactory.getWrapperType(scriptName); } } }; The following example is a customized version of the worker_retriever script named cust_workday_worker_retriever. In this example, the createUser function and the getUserName functions are customized. The createUser function sets the company value to a specific sys_id. The getUserName function returns a trimmed version of the source's user name to show only the first name and the last name with a period (.) between them, such as john.doe. var cust_workday_worker_retriever =Class.create(); cust_workday_worker_retriever.prototype= Object.extendsObject(workday_worker_retriever,{ createUser:function(source, userName){var destRec = workday_worker_retriever.prototype.createUser.call(this, source, userName); if(destRec){ destRec.setValue('company','92f199bd0a0a3cba010e1fcc114bf137'); © 2018 ServiceNow. All rights reserved. 314 Istanbul ServiceNow HR Service Management return destRec;}}, getUserName:function(source){return source.u_wd_pref_first_name.trim()+'.'+ source.u_wd_pref_last_name.trim();}, type:"cust_workday_worker_retriever" Add information to the HR profile table in non-scoped HR The Worker object from which you obtain employee data provides additional information that you can save to the HR Profile table, in the non-scoped version of HR. Role required: admin 1. Modify the integration table and transaction table: a) Navigate to System Definition Tables . b) 2. Use the system dictionary to add a column in both the appropriate integration table and the transactional table in the instance. For example, to add employee data such as Seniority Date, add a column in both the Workday DS [workday_data_import] table and the HR Profile [hr_profile] table. Modify the XPATH script include: a) Navigate to Integration - Workday Script Includes and open the appropriate XPATH map script include. For example, if you are adding employee data to the HR Profile table, open workday_worker_xpath_map. b) Add the Workday information item you want to import. For example, to add worker nationality: colToXPathMap.wd_nationality = "wd:Worker_Data/wd:Personal_Data/ wd:Citizenship_Status_Reference/wd:ID[@wd:type='Citizenship_Status_Code' 3. Some of the additional information that you may want to import is already in the script includes, but is commented out. You can remove the comment marks to import the information. Modify the transform map: a) Navigate to Integration - Workday Transform Maps and open the appropriate transform map, such as Workday_Data_Transform. b) In the Field Maps related list, click New. c) In the Source field, select the field you created in the integration table. d) In the Target field, select the field you created in the instance's transactional table, such as the HR Profile table. e) Click Submit. Modify the import schedule in non-scoped HR You can modify the import schedule, or run on-demand imports from the import script, in the non-scoped version of HR. Role required: admin 1. 2. Navigate to Integration- Workday Import Schedule . Open workday_sync. © 2018 ServiceNow. All rights reserved. 315 Istanbul 3. 4. 5. 6. ServiceNow HR Service Management Change the Run value to the frequency you want and modify the Time that the import script runs. To deactivate the script and pause the data import, clear the Active check box. To run the script on demand, click Execute Now. When you are finished modifying the schedule, click Update. © 2018 ServiceNow. All rights reserved. 316 Istanbul ServiceNow Index Index A D assign HR skills 75, 226 assign HR skills to group 74, 225 assignment rules create for HR 236 human resources 235 test 237 delegated developer 71 dental benefit create 275 modify 275 departments view 51, 205 details, topic create or modify 60 disability insurance benefit create 92 modify 92 disciplinary issue create 54, 284, 285 modify 54, 284, 285 type 54, 285 disciplinary issue inquiry 138 disciplinary warning create 55, 286 modify 55, 286 type 55, 286 B bank account create 292 modify 292 beneficiary create 86, 274 modify 86, 274 benefit create 52, 53, 281 modify 52, 53, 281 type 52, 281 benefit provider create 280 modify 280 benefit providers 279 benefit types 279 benefitprovider create 52, 53, 281 modify 52, 53, 281 plan 53 provider 53 benefits case management 274 enroll 137 benefits inquiry 136 C catalog human resources 64 catalog categories human resources 210 catalog items human resources 64, 210 categories, HR case create or modify 215 defined 59, 216 categories, topic create or modify 60 categorization 57 Client role assignment rules 68, 77 client role rules 78 configuration human resources 228 content pack 145 create HR skills 75, 225 E employee direct deposit create 94, 293 modify 94, 293 employee relations case management 284 escalation rules 68 H health benefit create 89 modify 89 HR dashboard 115 HR Account Access Request 139 HR Accounts Inquiry 140 HR admin, admin 71, 72 HR admin, admin, delegated developer 70 HR automated processes 184 hr case general inquiry 139 HR case approve 247 approve tuition reimbursement 282 attach documentation 271 benefits 136 cancel 241 checklists 101, 246 complete employment offboarding request 298 complete employment onboarding request 303 complete employment verification 301 complete tuition reimbursement 283 create 95, 238, 296, 301 © 2018 ServiceNow. All rights reserved. 317 Istanbul employee change 304 employee relations disciplinary issue disciplinary inquiry 137 escalate 109, 245 general inquiry 138 offboarding 296 onboarding 301 request and complete employee information change 294 request documentation 245 request employment verification 138, 270, 299 request tuition reimbursement 270 suspend 110, 244 systems 139 view progress 136, 268 work on 241 HR case categories create or modify 215 defined 216 HR case information view 101, 247 HR case management 95, 237 HR cases VIP handling 109, 246 HR catalog 62, 205, 207 hr center of excellence create or modify COE 58 HR employee data management 294 HR Groups 72 HR Guided Setup category view page 30 configuration view page 34 HR Guided Setup homepage 29 task view page 32 HR knowledge manage 111, 197 HR linkmodify create 129, 131 HR manage roles client role assignment rules 78 escalation rules 77 HR onboarding dashboard 250 HR payroll inquiry direct deposit request discrepancies 141 HR portal monitor chat queue 121, 258 HR profile customized 82, 189, 202 emergency contacts 86, 134, 268 synchronized fields 82, 189, 202 update 134, 267 HR profile records editable fields 234 HR profile security 80, 201 HR profiles generate 93 ServiceNow Index HR report inquiry 140 HR Service Configuration create or modify 61 HR service portal direct deposit inquiry 141 direct deposit setup 142 knowledge base 143, 272 payroll discrepancy 142 report request 141 submit request 140, 141, 268 HR Service portal chat 143, 273 email 144, 273 HR services create or modify 61 HR skills assign to task models 225 assign to users 75, 225 create 75, 225 management 74, 224 modify 75, 225 HR skills, assign 75, 226 HR skills, assign to group 74, 225 HR surveys create 45, 118, 192 evaluate responses 117, 256 modify 45, 118, 192 publish 49, 194 questions 48, 193 trigger conditions 49, 195 HR system report definition create 289 modify 289 HR system report frequencies create 56, 289 modify 56, 289 HR task add create update 101 view 101, 243 hr tasks overview 248 HR templates 62, 65, 205, 207 HR tier escalations 77 HR topic categories defined 59 HRSM 26, 172 human resources add a pdf document template 40, 220 administer 28, 191 application view 36 assignment rule test 237 assignment rules 235 benefits 273 case templates 212 catalog 64, 205, 207 catalog categories 210 catalog items 64, 210, 211 change information process workflow 189 change process design 185 change process design stages 185 © 2018 ServiceNow. All rights reserved. 318 Istanbul configuration 228 criteria 38 customized HR profile 82, 189, 202 dashboards and reports 113 employee relations 108, 283 getting started implementation 174 how auto-assignment works 179 HR case SLA 253 HR service portal 133, 267 implement assemble team 174 configure system 182 gather information 181 make decisions 175 installed components business rules 19, 164 client scripts 17, 162 email notifications 22, 167 events 23, 169 groups 15, 161 HR catalog items 25, 170 HR skills 24, 169 roles 12, 159 script includes 16, 162 tables 6, 157 user groups 15, 161 user roles 12, 159 knowledge article 211 manage chat queue 120, 257 modify pdf document template 218 offboarding process workflow 188 offboarding task templates 207 onboard task templates 208 onboarding dashboard 250 onboarding process workflow 186 organization 200 overview 248 overview dashboard 248 overview reporting dashboard 249 payroll 291 pdf document templates 39, 218 performance analytics 144, 304 product models 212 properties 36 reports 116, 252 run reports 115, 251 service 57 systems 287 task templates 214 templates 65, 66, 205, 207 view HR case SLA 254 Human resources installed components 157 human resourcesfulfillment definitionf request 62 services 62 ServiceNow Index I insurance benefit create 90 Life AD&D 90 modify 90 L locations view 51, 205 M manage hr groups 68 manage hr roles 68 manage hr skills 68 manage roles 68 managed lists 51 medical benefit create 276 modify 276 modify HR skills 75, 225 O Offboarding 207 Onboarding 207 open case page 134 operations system create 55 HR 55 modify 55 organization positions 52, 205 relationship 52 overview HR dashboard 248, 248 overview reporting HR dashboard 249 P password reset 141 payroll case management 291 payroll record create 292 modify 292 performance analytics human resources 144, 304 pharmacy benefit create 277 modify 277 positions organization 52, 205 product models human resources 212 © 2018 ServiceNow. All rights reserved. 319 Istanbul R V relationship organization 52 reports human resources 115, 116, 251, 252 retirement benefit create 91, 278 modify 91, 278 vision benefit create 279 modify 279 S service portal 129 Service Portal HR Links 129 signature pad activate 44, 127, 264 signature-pad 41, 124 Signature-pad 261 SLA human resources 253 view HR case 254 synchronized HR profile fields 82, 189, 202 system access grant 288 modify 288 system report create 57, 290 modify 57, 290 type 57, 290 systems case management 287 ServiceNow Index W Who covered 88 create 88 modify 88 workday integration add information to the HR profile table 155, 315 configure a scheduled script 153, 313 configure properties 152, 312 create an integration system user 151, 311 customize the data retrieval script 154, 314 installed components 148, 308 modify the import schedule 156, 315 overview 146 setup 147, 307 Workday integration installed components roles 149, 309 scheduled jobs 150, 309 script includes 148, 308 tables 148, 308 transform maps 150, 310 web services 150, 310 T task view open cases 136, 268 test 44, 127, 264 Test signature pad 44, 127, 264 topic categories create or modify 60 topic details create or modify 60 Transfer HR case view 106 trigger conditions HR surveys 49, 195 tuition reimbursement create 282 modify 282 U user directory 86, 204 user profile create 83, 203 modify 83, 203 © 2018 ServiceNow. 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ServiceNow Istanbul HR Service Management Application Guide

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