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

GhitaB
Tera Contributor

4 weeks ago

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!

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SupriyaWaghmode
Kilo Sage

Monday - last edited Monday

Hello @GhitaB 

 

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

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

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

  3. . 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

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Thank you for your support! 🙏
 
Thanks & Regards ,

Supriya Waghmode |ServiceNow Rising Star 2025🌟

 

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