HR Agent Case Cross Team visibility

[shelbyadams]

My HR team has asked for a way for them to have better visibility across teams. Their pain point is mainly around terminations. The current process they follow is that every term, they assign a task to someone on the Employee Relations team to confirm if there is anything open for that employee that needs to be resolved, or they need to be aware of before processing the term. There are other use cases, but that is the main one. With ER cases being blocked to only the ER team, is there a way for other agents to see if there is a case without knowing the contents of the case? It would help them process faster if they could do a quick check and only reach out to ER if they see a case instead of every time.

[Sandeep Rajput · Accepted solution]

@shelbyadams This requirement can be addressed via multiple approaches.

1. Approach 1: Create table and field level ACLs on ER case table and allow the Agents to view the Case Number, Subject person and State fields. This will allow non ER agents to see only the data for specific fields.

2. Approach 2: Create a flag on the HR profile table e.g. u_emp_relation_case_open set the status of this flag to check for those employees for whom an employee relations case is in the open state. This way the non ER agents can check if there is already an ER case opened for the subject person.

Hope this helps.

[shelbyadams]

Thank you, that does help. The ACL option sounds simple and scalable. Another issue I am running into is identifying the difference on an ER case, like report misconduct, where the subject person is not necessarily the employee that we would need to be aware of. It would be the person against who the case is opened, or the person whom the subject person is reporting.