Create HRSD case for external parties (not being new hires or alumni)

[MJL_]

Hello,

We are currently building a POC for our HR department. They have scenario's where an external party wil ask them an HR related question. For instance a financial party will need certain statements.

The would like to log these questions as HR case but also communicate with the external party through the ServiceNow Platform. 

There is this option called 'Allow skipping verification' in the case creation configuration which allows you to skip employee verification when creating the case but straight after you do need to provide an 'opened for' which is limited to employee's and will receive all the notifications etc regarding the case.

The only thing I have come up with is create a 'external party' user. Log the case to that user and use the build in email function to communicatie with the third party via email. Or they just handle these request through email (outlook) all together.

I guess I'm looking for some bright ideas or ways other people are handeling this.

Cheers!

[Sandeep Rajput]

@MJL_ We faced the similar situation on our instance and like your case we also created a Generic user to handle such third party users. To identify users we added a custom field on the HR case table which is Private email. We make this field mandatory on the case creation as soon as a generic user is selected in subject person field. We keep the user informed about the case updates via this field.

Hope this helps.