HR Case closed complete but still active

[questsal78]

Hi,

We got this HR module in Istanbul (had it in Helsinki) and now we are looking to implement it. I've tested all HR catalog items and everything works fine except onboarding and offboarding requests. When all tasks are closed, HR case changes to "Closed Complete" but HR Case itself remains "Active", hence SLA clock continues to run. I'm seeking community help if anyone got into this issue and how to fix this issue.

Your help will be appreciated.

Thank you,

Mujtaba

[bryan_strasburg · Accepted solution]

Mujtaba,

The most important thing about your question is this:  You are talking about implementing HR on the LEGACY global HR Application.  You really, really don't want to do this.  The ServiceNow HR customer base at large is in the process of migrating to the newer Scoped Application introduced in Istanbul.  Here is some info on the topic:  HR Scoped Application Migration FAQ

Regarding your specific issue though, you just need to knjow you are using the older global HR product.  This was built on top of the ServiceNow Service Management product.  HR Cases are built on top of the sm_order table.  HR Tasks are built on the sm_task table.  There are mechanisms for making a Service Management case complete when the underlying Tasks are complete.  I do remember an HR implementaton back in Helsinki where we addressed this by running a business rule on the hr_task table whenever the state changed to closed.  This business rule queried if any more tasks were present and open.  If the answer was no, the BR closed the parent case.

I don't recall what mechanism verified that a workflow had already created any future tasks before this rule checked, though I that should be addressed by running the rule After, with a high order to execute after workflows. Order Execution

Good luck.

My key suggestion:  Don't implement HR on the Legacy application.  Implement in the newer scoped version.

[questsal78]

Hi Bryan,

Thank you for your valuable feedback. Yes, it make sense to implement it in scoped application.

For training purposes I'll create BR to close HR cases as per your suggestion.

Thank you,

Mujtaba