How to assign onboarding tasks to IT?

Tiina · ‎08-04-2023

Hi!

We are currently working on Lifecycle events/Journey Designer to create an Onboarding process for the customer. In the Onboarding process, there are some activities/tasks which are IT related (like Supervisor orders the user credentials and password for the new employee). What is the right way to manage this? Now we have used the HRIT Operations COE and given to the IT assignment groups access to that COE with COE security configuration rules. We also gave the sn_hr_core.basic role to those IT groups so that they are able to read/write the necessary HR cases. But is there a risk with that role, that IT assignment groups are able to see somewhere or somehow too much (confidential) employee related information? What would be the best way to manage the cooperation between HR and IT regarding these onboarding activities and tasks?

Ahmmed Ali · ‎08-04-2023

Hello @Tiina

I am not much aware of the HRIT COE, but as per docs: All cases related to HR accounts, password reset, HR Portal support, and HR reports.

I assume it is for HRs who work on HR systems such as Workday, who does the configuration and maintenance of the same.

What about configuring the roles/access to HRIT Operations so that it does not have to sn_hr_core.basic role, is that possible?

Technically YES, but process wise I am not exactly sure. The HRIT COE will have separate table sn_hr_core_case_operations, so you can create custom role and ACL to provide agents the required access only to this table. But again it would be like customizing the application for which it might not have been built for.

Currently what spaces does IT work on? you can use that ticketing space only.

If RITM is not being used, you can create a record producer to create ticket of the type which your IT is currently using. If not, then you can create new custom space (which again personally I would not).

Thank you,

Ali

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View solution in original post

Sandeep Rajput · ‎08-04-2023

@Tiina sn_hr_core.basic would be too big of a role to assign to an IT personnel. At best they can be assigned sn_hr_core.case_writer role granted via an Assignment group with specific COE ACLs on HR Operations table allowing them to only have read/write access on cases generated via specific HR Services.

In your lifecycle event, you will be configuring a fulfiller activity which would trigger the HR Operations case designated for the IT personnel.

If you do not wish to grant the access at the case level then you can create HR Task based activities in the Lifecycle event where HR Task would be of type submit catalog item. Since you have mentioned you are not using the request module, you can instead use a record producer where the fulfiller can mention which IT services need to be ordered for the subject person, on submission of this record producer, you can create a record in any OOTB/custom table (used for IT ordering) where the IT Team has full access. You can track the status of this ticket using a business rule and update the status of the HR Case/HR Task once the request is fulfilled by the IT team.

Hope this helps.

View solution in original post

Ahmmed Ali · ‎08-04-2023

Hello @Tiina

One solution is to use RITM for IT related work. You can create HR Task for manager with type as catalog item and then once the form is submitted, it will create RITM for IT to fulfil the request.

For example: Hardware request. You can create a HR Task to manager, manager can submit the catalog form by selecting required model and other details and once submitted, RITM/SCTASK are created for IT to fulfil the request.

This way, both IT and HR will be isolated.

Thank you,

Ali

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Thank you,
Ali

Tiina · ‎08-04-2023

Thank you for the answer! The problem is that the customer is not currently using Request management at all so we can't use requests/requested items, that is why we have to configure some other solution. Are there any other possibilites or suggestions? What about configuring the roles/access to HRIT Operations so that it does not have to sn_hr_core.basic role, is that possible?

Ahmmed Ali · ‎08-04-2023

Hello @Tiina

I am not much aware of the HRIT COE, but as per docs: All cases related to HR accounts, password reset, HR Portal support, and HR reports.

I assume it is for HRs who work on HR systems such as Workday, who does the configuration and maintenance of the same.

What about configuring the roles/access to HRIT Operations so that it does not have to sn_hr_core.basic role, is that possible?

Technically YES, but process wise I am not exactly sure. The HRIT COE will have separate table sn_hr_core_case_operations, so you can create custom role and ACL to provide agents the required access only to this table. But again it would be like customizing the application for which it might not have been built for.

Currently what spaces does IT work on? you can use that ticketing space only.

If RITM is not being used, you can create a record producer to create ticket of the type which your IT is currently using. If not, then you can create new custom space (which again personally I would not).

Thank you,

Ali

If I could help you with your Query then, please hit the Thumb Icon and mark my answer as Correct!!

Thank you,
Ali

Community Alums · ‎08-04-2023

Hi @Tiina ,

You don't need to do down to COE level and use HRIT operations. As HRIT is used for different purpose than what is required for your requirement.

Now, If you are using Lifecycle events, then you can create a catalog item and in the activity itself, type should be fulfiller and Owning group should be your IT department group in HR space.