Best way to identify which HR group manage which HR Services in HRSD?

[ghitabahaj]

Hi Community,

I’m working on an HRSD  dashboard and looking for a reliable way to identify which HR teams (assignment groups) manage which HR Services. as i need to create a new report to t to reflect the which team manages which type of HR Services.

In our environment, HR Service ownership can be defined or influenced by different mechanisms, such as:

• HR Assignment Rules

• HR Templates

My objective is to create a clear and maintainable report that shows:

• HR Service

• Assignment Group(s) responsible

My questions are:

1. Is there a recommended or out-of-the-box way in HRSD to identify HR Service → Assignment Group ownership?

2. Which tables are generally considered the source of truth for service ownership?

3. How do you handle this when routing is conditional (country, legal entity, employee attributes)?

4. For governance purposes, do you rely more on configuration (rules/templates) or actual case data?

Any best practices, examples, or guidance would be very helpful.

Thanks in advance!

[SupriyaWaghmode · Accepted solution]

Hello @ghitabahaj 

Clarification on Ownership and Routing in HRSD

1. Yes, it’s possible—but it depends on how your instance is configured.
   In HR Service Delivery (HRSD), ownership and routing to groups are typically managed using one or a combination of the following out-of-the-box (OOTB) methods:

   • HR Service Catalog
   • HR Assignment Rules
   • Skills Mapping
   • Flow Designer / Workflows
   • HR Criteria
   • HR Templates

---

Reporting and Data Setup

2. Create a filter for reporting based on Country, Entity, and City.

3. Join relevant tables using a common attribute—HR Service—to consolidate details

4. . Include:

   • HR Service (Name, COE, Topic Detail)
   • Default Template(s) applied (Name)
   • Groups (Case/Task level/Skill Mapping/Flow Designer/Script)
   • Assignment Lookup Mappings
   • HR Criteria / User Criteria References
     
     

If my response helped you, please click on accepted solution ✅ and consider giving it a thumbs-up 👍. This helps others find the solution faster and keeps the community thriving.
Thank you for your support! 🙏

Thanks & Regards ,

Supriya Waghmode |ServiceNow Rising Star 2025🌟

www.linkedin.com/in/supriya-waghmode

[ghitabahaj]

i have found that table sn_hr_core_hr_service_assignment_group  that include hr services with their assignement groups i don t if it works well or not cause i've tried to add hr assignment rule to the data source but i could not i didn t find it in the options

[SupriyaWaghmode]

Hello @ghitabahaj,

To help you configure the HR Assignment Rule correctly, here’s a clear, step‑by‑step approach you can follow:

Steps to Configure an HR Assignment Rule

1. Navigate to the Assignment Rule Module
   Go to HR Administration → Assignment Rules → HR Assignment Rules.

2. Create a New Assignment Rule
   Click New to create a fresh rule.

3. Enter Rule Details

   • Name: Provide a meaningful name (e.g., Payroll Case Assignment).
   • Execution Order: Set the order in which the rule should run. Lower numbers execute first (e.g., 100).
   • Active: Make sure the rule is marked as Active.
   • Applies To: Select the appropriate table, such as hr_case or a specific COE case table.

4. Define Assignment Conditions
   Use the Conditions section to specify when the rule should apply. Example:

   • Topic Detail is Payroll
   • Assignment group is empty

5. Configure Assignment Targets

   • Group: Choose the Assignment Group that should receive these cases.
   • Assign To (Optional): Select a specific user if individual assignment is required.

6. Save the Rule
   Click Submit to activate the configuration.

---

For a deeper understanding of how HR assignment rules work, you may refer to this helpful article:
https://www.servicenow.com/community/hrsd-articles/the-basics-of-hr-assignment-rules/ta-p/2

If you’d like, I can also provide guidance on testing, troubleshooting, or comparing assignment rules with Assignment Lookup Rules.

If my response helped you, please click on accepted solution ✅ and consider giving it a thumbs-up 👍. This helps others find the solution faster and keeps the community thriving. Thank you for your support! 🙏

Thanks & Regards,

Supriya Waghmode |ServiceNow Rising Star 2025🌟

www.linkedin.com/in/supriya-waghmode