Creating a Case via Inbound Action

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Karen16
Giga Guru

‎06-18-2020 08:58 AM

Hi,

We're in the middle of implementing HRSD.  We are creating inbound actions for several of our groups.  If I create an inbound action, set it up for a specific COE table, directly assign the HR_Service and specific assignment group, am I by-passing any logic which HR Service provides?  I'd like to be sure I'm setting this up properly.

Thanks,
Karen

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Susan Britt
Mega Sage
Mega Sage

‎06-18-2020 11:27 AM

You are not by-passing anything with creating the Inbound Action on the correct COE table and setting the HR Service.  If you have Assignment Rule defined based on the service (or COE), you would not need to set the Assignment Group in the Inbound Action.

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Michael Ritchie
ServiceNow Employee
ServiceNow Employee

‎06-18-2020 11:57 AM

The ServiceNow platform has Predictive Intelligence features that can be utilized by inbound emails to automatically pick the right HR Service and COE based on contents of the email. You can read more about this feature here:

https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/concept/...

When this feature is turned on, your inbound email action will set it to say a General service, but a business rule fires before the insert of the case to run it through machine learning and then it modifies the HR Service.