Bulk HR Case creation for inactive user profiles

Jesse Jones
Tera Expert

‎04-01-2024 09:06 AM

Hello all,

 

Our organization has a use case for using the the Bulk HR Case Creation feature for inactive user profiles, as we need to create HR Cases for former employees whose SN accounts are now inactive.

 

When I upload a bulk case user spreadsheet, the user profiles are found but they do not get added to the "Selected users" related list.

Screenshot 01 - User found but not selected.png

 

And if I attempt to save the page, the User Segment Group record will at first show as Processing...

Screenshot 02 - User segment is shown as Processing.png

 

...but it will eventually update to "Error".

 

Screenshot 03 - User segment updates to Error.png

 

I have successfully processed a Bulk Case Request using identical parameters - same HR Service and identical copied User Profiles except I set them to Active. So the only factor that seems to be causing the error is the Active status on their User Profile.

 

Screenshot 04 - Successful test using indentical but active user profiles.png

 

Is there any recourse to fix this to allow us to process Bulk HR Case requests for inactive users?

 

Thanks you!

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Sandeep Rajput
Tera Patron
Tera Patron

‎04-01-2024 09:52 AM

@Jesse Jones According to ServiceNow documentation ( https://docs.servicenow.com/bundle/washingtondc-employee-service-management/page/product/human-resou...), bulk cases can only be created for active users.

 

You may need to update the Script Includes 'hr_BulkCaseCreation', 'hr_BulkCaseUpload' and 'hr_BulkCaseUploadAJAXProcessor' if you wish to extend this functionality for inactive users. Here is the support article https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0782046 hinting the same.

 

Hope this helps.