Dispute groups

[Janne47]

Hello!  Within HRSD, we currently use Dispute Groups and are having the problem that the members of these groups then effectively are blocked from HR cases to avoid any chance of inappropriate access and conflict of interest.

I'm keen to hear from the Community how you manage Employee Relations cases, for example. We'd like to either be able to move away from the Dispute Groups (as it is "all or nothing" and problematic) or be able to use configuration which is more specific - ie. User's access is blocked to cases that are about a dispute they are involved in. 

Very appreciative of any ideas to manage this or practical examples of how this managed in your organisation. 

Many thanks,

Janne

[Matthew_13 · Accepted solution]

Hi There!

 Once someone is in a dispute group, ServiceNow blocks them broadly to stay on the safe side, which is why it feels “all or nothing.”

Most orgs handle Employee Relations one of these ways:

• Move away from Dispute Groups and use case-level controls instead
  Capture who’s involved in the case (employee, manager, complainant, respondent) and use HR Criteria / ACLs to block access only when the logged-in user is actually part of that dispute.

• Use role-based ER access
  Limit ER cases to a dedicated ER role or group, then add targeted rules to prevent someone from seeing a case they’re personally involved in.

• Keep Dispute Groups only for extreme cases
  Some orgs still use them for investigations or legal cases, but not for day to day ER work.

Bottom line: Dispute Groups are safe but crude. For ER cases, most mature HRSD setups rely on case-specific conflict logic, not global dispute groups.

@Janne47  - Please mark Accepted Solution and Thumbs Up if you found Helpful!!