Can we assign HR Cases / HR Tasks to users outside the HR department (e.g., IT) to gather informatio

[Mariam_Ahmed]

Hi Team,

I have a question regarding HR Case Management in ServiceNow.

Is it possible to assign HR Cases or HR Tasks to users outside of the HR department (for example, someone in the IT department or another business unit) for the purpose of gathering additional information?

We have scenarios where HR needs input from IT or other departments before resolving a case. I would like to understand:

• Is this supported out-of-the-box?

• What is the recommended approach or best practice for handling cross-department collaboration while maintaining HR data confidentiality?

Any guidance or best practices would be greatly appreciated.

Thanks in advance.

[Ankur Bawiskar]

@Mariam_Ahmed 

you can try to use HR task for this

HR case still with HR department to restrict sensitive info

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[Tanushree Maiti]

Yes, it is possible to assign ServiceNow HR Tasks to users outside the HR department (e.g., IT, Payroll, Facilities) to facilitate cross-functional collaboration.

Here are some best practices to accomplish this:

1. Use Workflow or Flow Designer: Create a workflow to automate task creation between HR and IT.
2. Catalog Tasks: Use catalog tasks for IT to fill in the required information and link it back to the HR case.
3. Task Dependencies: Set up task dependencies so when IT closes their task, it triggers a follow-up task for HR to close the HR case.
4. State Transitions: Use state transitions on the tasks, ensuring the HR case is closed only when both HR and IT tasks are completed.
5. Notifications: Set up notifications so HR and IT are alerted when a task is assigned to them.
6. Task Assignment Rules: Use assignment rules to send tasks to the appropriate department based on conditions.

ref: HR tasks & HR cases for non-employees or contracto... - ServiceNow Community