I have a HR service set to automatic assignment. It is supposed to be in ready started when created but automatically going to work in progress instead. I am not setting the state in template. Any idea how to resolve this?
Hi All/ @Sandeep Rajput ,We have one requirement where we will be Searched 'Response Template' from HR agent configurable workspace using 'Tag' wording. How can we use OOB 'Tags' field in Response Template for Tag based Search? Is it achievable throu...
Has anyone integrated their ER cases with Convercent? We are looking for a 1-way integration, a pull of case data when a caller reports an concern or dispute through the hotline managed by Convercent. Looking to transfer the data from Convercent to...
Hi, I created a topic for case cancellation with the NLU intent and with entity Pattern to trigger only if it matches with pattern but when the user just added "Cancel case" without Pattern also the topic is triggering. Can anyone suggest me how to r...
Hi, we have Employee Centre Pro (Washington) with Virtual Agent and other channels (telephony, teams chat) active. The employee's primary view of their cases state/additional comments is the portal. Given our multiple channels we want to offer the ...
I want hr template to auto populate my one of the field of HR service such as hr service name.But this is not working for me. have created service and mapped that to the template.any suggestion?
Hello,I want to include an offboarding checklist that will be sent with a notification that goes to an employee's manager when the employee submits a separation request. I think I figured out it has to be a link to the checklist, and I think I have ...
Hi,For lifecycle events cases, we've setup some SLA definitions on HR task table. The SLA definitions are using the default SLA workflow and the LE cases are using default/OOTB LE workflow. I noticed that the task which is manually created from an LE...
Hi , How to create Transfer Case button on Finance, Procurement and Supply Chain agent workspace.transfer option will be available for both existing and new cases. and allow user to department of transfer case
Hi Team, hope you're doing good.We have an integration from Docusign to our ServiceNow Dev.Templates are synced to SNOW Dev.What should be the mapping for the signature field? is it gonna be the user like <assigned_to> or is it a specific value like ...
I have a customer using the old UI for HR case management. They have created 100's of custom fields on the different case forms. Is there a way to migrate those custom fields to the Agent Workspace case forms or would they have to add them manually...
Hi All,Basically when i create a case from backend, once it is submitted i want to create HR task manually , So I want to apply HR template for the HR task to auto populate Description and Short description automatically ? Please help me to solve thi...
Hi All, Does anyone know how to measure case deflection in HRSD and if there is a delivered KPI for this? One of the major benefits that HRSD Case Management and Knowledge should have is that cases are deflected from being opened. We'd like to measur...
We got a requirement to add few members in a specific group. So that the group members should able to view all the hr cases and payroll. Can anyone let me know which roles should be given to that group? They already have "u_hr_task_user" role. But st...
We want to build a knowledge article that contains policy information which is currently confidential. Can you restrict access to the draft article so that only one or two people can read and edit the draft? Once the policy is live then the article c...
