Transfer case methods
Hi team,Can anyone help me please I have configured the hr criteria for hr transfer case.but those are not visible for gents. 
Forum Posts
HR case going to work in progress automatically
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?
Response template Search using tag word in HR Agent Configurable Workspace
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...
Integrating Employee Relations with Convercent
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...
Triggering of virtual agent topic only when the entity pattern matches
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...
Can 'Open for' withdraw/cancel portal initiated inquiry/HR Service?
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 ...
regarding hr template
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?
auto attaching a document to a notification (not from the record producer)
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 ...
SLA issue for tasks generated from activities in LE (Lifecycle event) case
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...
HR Lifecycle Activity not finished when all task are closed complete
Hello, I have an activity who does not move his status to finished when all the task are closed (even after 1 day). My exemple (blocked in the 'signature' activity) .Someone can help me to find the solution ? Thanks
Transfer Case Button
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
Mapping field for Docusign Signatures
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 ...
Can you migrate custom fields in cases from old UI to new Agent Workspace
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...
How can we apply HR template for For HR task when task manually created?
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...
KPI - Case Deflection
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...
