Complex Workflow Use case

[Kri]

I want to work on use case for Complex workflow, any use case which you come across please share it here so I can take a look and improve my skill in the Workflow module

[Ratnakar7]

Hi @Kri ,

Use Case: Employee Onboarding Process

Description: The organization wants to streamline the employee onboarding process, which involves multiple steps and approvals from different departments. The goal is to automate and standardize the process to ensure a smooth onboarding experience for new employees.

Workflow Steps:

1. New Hire Request: HR receives a new hire request with all the necessary details, including the employee's information, position, and start date.

2. HR Approval: HR reviews the new hire request and approves it if all the required information is provided. Otherwise, the request is sent back for more information.

3. Background Check: If the HR approval is granted, the workflow triggers a background check process. The background check may involve verifying the employee's education, employment history, and conducting a criminal record check.

4. IT Setup: After the background check is completed and passed, the workflow moves to the IT setup phase. IT is notified to create user accounts, assign necessary equipment, and set up access to systems and applications.

5. Facilities Setup: Simultaneously, the facilities team is notified to arrange a workspace, set up a computer, phone, and other necessary resources for the new employee.

6. Manager Approval: Once the IT and facilities setup is completed, the manager of the new employee is notified to review and approve the onboarding process. The manager can provide any additional instructions or requirements.

7. Orientation and Training: If the manager approves, the new employee is scheduled for orientation and training sessions. HR coordinates the schedule and ensures the necessary materials and resources are prepared.

8. Completion and Notifications: Once the orientation and training are completed, the workflow updates the employee's status to "Onboarded" and triggers notifications to HR, IT, facilities, and the manager about the successful onboarding.

9. Exit Point: In case any step in the workflow encounters issues or requires additional actions, an exit point allows the workflow to be canceled or redirected for appropriate handling.

Thanks,

Ratnakar

[Md monish]

Hi @Ratnakar7 ,

Can you please provide step by step solution for above requirement.

[Ratnakar7]

Hi @Md monish ,

Here's a step-by-step solution to automate and streamline the employee onboarding process :

Step 1: Define the Process 

1. Create a New Hire Request Table:

   • Define a new table in ServiceNow called New Hire Request with fields such as Employee Information, Position, Start Date, and other necessary details.

2. Create the Necessary Forms:

   • Design forms for HR to input the new hire request and for other departments to fill in their respective details.

Step 2: Design the Workflow

1. New Hire Request Submission:

   • Create a workflow that starts when a new hire request is submitted.
   • Trigger: Record creation in the New Hire Request table.

2. HR Approval:

   • Add a task/activity for HR to review and approve the request.
   • Action: If HR approves, move to the Background Check phase. If not, send it back for more information.

3. Background Check:

   • Add an activity to trigger the background check process.
   • Integrate with third-party background check services if available.

4. IT Setup:

   • Notify the IT department to set up user accounts, assign equipment, and set up system access.
   • Task: Create IT setup tasks assigned to the IT team.

5. Facilities Setup:

   • Notify the facilities team to arrange a workspace and set up necessary resources.
   • Task: Create facilities setup tasks assigned to the facilities team.

6. Manager Approval:

   • Once IT and facilities tasks are completed, notify the new employee's manager to review and approve the process.
   • Action: Manager can add additional instructions or requirements.

7. Orientation and Training:

   • Schedule orientation and training sessions.
   • Task: HR coordinates the schedule and prepares necessary materials and resources.

8. Completion and Notifications:

   • Update the employee's status to "Onboarded" upon completion of orientation and training.
   • Notification: Send notifications to HR, IT, facilities, and the manager about the successful onboarding.

9. Exit Point:

   • Include an exit point in the workflow to handle issues or additional actions.
   • Action: Allow workflow to be canceled or redirected for appropriate handling if any step encounters issues.

Step 3: Implement

1. Workflow Design:

   • Use ServiceNow's Workflow Editor to design and implement the workflow steps defined above.
   • Create necessary conditions and actions for each step.

2. Notifications:

   • Set up email notifications and ServiceNow notifications for each task and approval step.

3. Scripting:

   • Write business rules and scripts as needed to automate tasks and handle approvals.

4. Integrations:

   • Integrate with external systems for background checks and other external services as needed.

Step 4: Testing and Deployment

1. Testing:

   • Test the entire workflow with different scenarios to ensure it works as expected.
   • Validate that all notifications, approvals, and tasks are functioning correctly.

2. Deployment:

   • Deploy the workflow to the production environment.
   • Train HR and other departments on using the new automated onboarding process.

Step 5: Monitoring and Improvements

1. Monitor:

   • Monitor the workflow to ensure it is running smoothly and efficiently.
   • Gather feedback from users to identify any issues or areas for improvement.

2. Continuous Improvement:

   • Continuously improve the workflow based on feedback and changing requirements.
   • Update the workflow to accommodate new requirements or process changes.

This approach ensures a smooth, automated, and standardized onboarding process, improving efficiency and the new employee experience.