One of the aspects I like about my job is the fact that I get to meet customers and I always have an opportunity to learn something new. During one such interaction, one of our customers had talked to us about a challenge their colleagues faced – A very inconsistent and frustrating experience when having to work with multiple departments within the company.
An employee opens up a request to receive support from HR and sometimes HR requests involve IT intervention. So now, what started off as an ‘HR Case’ transitions into an ‘IT incident’. As a result, the employee is confused whether she needs to be tracking the original HR Case she opened up or should she chase down the IT ticket that was created as a result of her HR case? Not exactly the best employee experience!
The war for talent is on and every organization wants to be on the winning side. A pivotal part of employee experience is the day-to-day experiences an organization provides to employees This ServiceNow ‘better together solution’ puts the employee experience in the center making it #EasyForEmployees.
Maria is an employee trying to access a succession planning dashboard in the talent management application and she's having trouble doing so. She opens up an HR case related to Talent Management. In this solution, the HR representative assigned to this talent management case creates an IT incident related to the system access for Maria, right from the HR case. Once the IT incident is resolved, Maria's HR case is automatically updated! Maria is a happy and engaged employee due to this seamless experience!
Solution: Create a UI Action to create an Incident from an HR Case. Also, create a Business rule to automatically update the HR case once the IT incident is resolved. Access the solution & Update set HERE
