Assign the HR case to a Team after the approvals are completed

[Plecto20]

Hi,

I need to modify the HR record producer / catalog item so that the resulting HR case is assigned to the HR team only after all required approvals have been completed.

At this time, the HR case is receiving a team assignment immediately upon creation. I need to identify and update the logic responsible for case assignment.

Can you help me find where the assignment behavior is configured. Specifically, I need to locate the component driving the process, which may be one of the following:

• HR Service configuration
• Case Template
• Flow Designer flow
• Process Automation Designer configuration
• Any associated scripts or business rules

Once identified, I will update the process to ensure the case is assigned only after all approval steps have been fully approved.

Thanks

[prajaktajga]

Hello @Plecto20 ,

If you want to assign HR Case to particular assignment group you can follow  the below steps:-

1.You can create the assignment rules

Assignment Rules:-
For e.g:-If I am considering the payroll case and creating assignment rules if assignment grp is empty I am assigning the case to HR tier 1 and if you want to write the script as well you can write.

2.You can create the matching rules

Matching Rules:-Assignment rules means to assign the group to the case and matching rules means to assign to whom we need to assign. According to the HR skills ls we are supposed to assign the person to the case here also we have simple advanced scripting options as well. We have different out of box script include as well if you need to add function there you can add.

3.You can use HR templates as will where you can provide the assignment group and attach the template to the HR Service.

[Kohei Tominaga1]

Hi @Plecto20 

Based on my 3 years of experience as an HRSD Product Owner and insights from ServiceNow CTA (Certified Technical Architect) perspectives, I can offer some guidance.

This is a common request. HR Agents often express a desire not to assign a case to the HR team if it's awaiting manager approval after submission. However, it's crucial to understand ServiceNow's design philosophy regarding assignment.

Assignment is meant to clearly define ownership from the moment a case is created. If a case is left unassigned while awaiting approval, who then is responsible for assisting the requestor or ensuring the approval moves forward? It's often the HR team's role to proactively follow up with approvers and facilitate the approval process.

While you're looking to delay assignment, fundamentally, a case should always have an assignment upon creation to ensure accountability.

If you still wish to configure the system to only assign the HR case after all required approvals are complete, you would likely need to customize Assignment Rules (Docs here). This approach would require careful consideration of the logic to handle cases both with and without approvals, potentially leading to significant complexity. The exact implementation would also depend on how you are currently issuing approval tasks. From a CTA perspective, I would generally advise against this approach due to the added complexity and deviation from best practices for case ownership.

I hope this helps clarify the underlying design principles and considerations for your requirement.