Create playbook for HR case for the agent and the employee (portal/workspace)

[arialouis]

Hello,

I would like to know if it is possible to create playbooks for standard HR service requests.
The employee must enter their HR case in a playbook on the portal.
And the agent must continue in the workspace, still in the playbook.

I thought about Lifecycle Event, but for me it's for large inter-departmental processes.

That's why I'm asking the question today.

Regards,
Thanks

[Wessel van Enk]

Hi @arialouis,

It's possible to create playbooks for standard HR service requests in the workflow designer, so that employees can initiate their HR case via a guided experience on the portal (via record producers or catalog item) and agents can continue handling the case within the HR Agent Workspace using the full Playbook UI.

Lifecycle Events are good to use for more complex, cross-departmental processes, so for simpler HR services, standard playbooks is indeed the recommended approach.

[Gonzalo_S]

Hi @Wessel van Enk , @arialouis 

I don't think it's possible to use Playbooks for standard HR Services.

As per the docs shared below: "HR Service Delivery Playbook is only available for use with lifecycle event HR cases."
https://www.servicenow.com/docs/csh?topicname=playbook-hr-using.html&version=latest

I hope ServiceNow allows soon the use of Playbooks in standard HR Cases, as currently there is no way to capture the input of the HR Agent and do something based on that input.
Even if using a Lifecycle Event, it's not possible to capture the input of an agent, and on top of that, it's not possible to run an activity within the LE based on HR Case conditions (i.e. if Priority = 2, then trigger activity X).

I think that is quite embarrassing coming from ServiceNow, as it looks like they've forgotten about the HR product and haven't made any improvements at all in the last years.

Gonzalo.

[Wessel van Enk]

Hi @Gonzalo_S ,

Correct, normally they only allow directly from the HR Service configuration only a Lifecycle Event setup. But if you create a playbook for a record producer/catalog item and that creates an HR case it still works. But indeed, you need to work around it a bit. It cannot be done directly from the HR Service config. 

And I fully agree that not be able to add triggers on activities, but only on the sets is annoying, but you can add audiences to the activities that check if the HR case is Prio 2. This will have the same effect, but it only checks once the activity set is activated.