Working with Non-HRSD Groups on a Case

[jenannbap]

We JUST went live with the HRSD module on August 1st, 2024.  The ITSM module has already been in use for some time.  On the HRSD side of things, we are really experiencing some pain points when we have an HR case that we need to involve teams in the ITSM module to assist the employee.  Below are a couple of the scenarios that we are dealing with.  We would REALLY love to find a SN customer and potentially meet with them if possible that has gone through these things and found a good way to deal with them because it has become very discouraging for our HR agents who are having bottlenecks in processes because of it.

Scenario 1 – Involving Other Non-HRSD Groups in a Case for Assistance

Currently there are several situations where our HR team is the central point of contact and handles all the in-between when multiple teams outside of HR are involved. We want our employees to have a “white glove” service where they don’t feel like they are being bounced around to team after team to try to get things taken care of.

For example, let’s say we have a new branch that is being onboarded.  HR would have a Case for this new branch in the HRSD side of the system.  However, there would then be elements of work or requests or questions that may need to be asked of teams that work using Incidents on the ITSM side of the system, such as:

1. Requesting the IT Account Admin team to assist with some items pertaining to active directory for the employees at this branch
2. Requesting the IT Facilities team – an IT team that is totally separate – to help get the new employee’s entire branch setup with equipment.
3. Requesting the Marketing Support team to help assist with getting the employees setup with various marketing materials, etc
4. And the list could go on….

Right now the way this is being handled is we have to create an Incident for EACH team to be involved. That could be several Incidents as you can see above. With HR needing to be the central point of contact, this tends to be messy for keeping up with each and every Incident tied to our main Case, especially as they are updated. The individual on the HR team then has to add themselves to the watch list for each Incident or be the person that the Incident is opened for and get updates individually for each item by email since it isn’t going to feed back to the main Case that is setup. They then have to go back to the main Case and communicate there to make the service to the new branch in the example only receive the final information needed so they don’t feel like they are being bounced around.

We would like to know what other companies using HRSD that have people on teams in other modules in the system are doing to handle circumstances like this where they need to communicate or work with others in ServiceNow on their open cases. What we are doing now feels clunky and not like a very smooth process – especially for our HR agents who are handling hundreds of tickets in a day.

Scenario 2 – Communicating Information to Other Non-HRSD Groups via Service Now

Another type of issue we are experiencing is when we need to communicate information – without action needed back on our Case BUT do need to create work for their team on their side of the system.  We haven’t even been able to use the system to do this quite yet because we are unsure how to handle.

For example, we have a weekly digest of all changes and terminations that occurred during the week.  It serves – especially for groups in our company that do not have integrations setup to handle these personnel changes in their various systems – as a way to communicate actions needing to be taken by their teams.  Some of these teams work within ServiceNow on the ITSM side of the system.  Some will be in the HRSD side of the system.  Then there are groups that aren’t in the system altogether.

Prior to HR being in the HRSD side of the system, these updates were handled via email to all teams.  If a team was in ServiceNow, the email would trigger an Incident to be created, making a “unit” of work for them to handle and track. HOWEVER, we aren’t aware of the proper way to handle this in ServiceNow now that we are in the system because we cannot use Compose Email to ensure those outside of the system would be informed and because we can’t email the teams that are inside of ServiceNow due to the “watermark” recognizing a case already exists in the system and wouldn’t create those teams a new incident to work out of.  On some of these emails we are sending, this includes 10-20 groups that work within ServiceNow.  It does not seem feasible to use Compose Email to inform all those outside of the system and then create 10-20 individual Incidents for those that are.

How are other companies handling this?

[Sandeep Rajput]

@jenannbap 

Scenario1: The use case of creating different tasks for different teams (IT and HR) can be easily addressed via HR Lifecycle events application. Many HR processes require coordination across different departments (IT, Facilities, Payroll, etc.). Lifecycle events facilitate communication and task assignment between these departments to ensure everything happens smoothly.

Since all the tasks generated via the Lifecycle event workflow are associated with a parent case, tracking of individual tasks become a lot easier.

For more information please refer to https://docs.servicenow.com/bundle/xanadu-employee-service-management/page/product/human-resources/c...

Scenario 2

This scenario can be easily taken care of building a preconfigured email notification with all the recipients pre-populated on the email notification to build a custom email notification you can refer to https://www.youtube.com/watch?v=-cvOz4rlGdk

Hope this helps.