HR Case opened by email inbound action

[Beth Clingenpee]

We have an inbound action that opens HR Cases based on the email address used - these are forwarded to our ServiceNow instance. Most of the cases that come in through email are from the general email box and have been set to open a General HR Query case; however, our HR Agents end up needing to transfer most of those cases to a different HR Service. This is taking a lot of time and effort for the agents - close to 900 of these types of cases in the first 2 weeks of December. 

The ask from HR Leadership is to have the cases created without a service and allow them to select the appropriate service when they review the case. I could easily change the inbound action to remove the service, but that field is read-only in the HR Agent Workspace and even when removing that restriction, it is only allowing for HR General Inquiry to be selected anyway.

We are new to HRSD, and I don't even know enough to be dangerous :)... but I know the selection is being restricted by the script include and it's due to the table where those cases are created. I don't want to make too many changes but would like some advice as to whether or not this should even be attempted or if HR will need to be told "No". 

Thank you!

#HRSD #casecreation

[michaelj_sherid · Accepted solution]

Hi @Beth Clingenpee 

We do not recommend creating HR Cases with no HR Service. It is a required field and would lead you down a dark path process-wise to which you may regret. There are other options but really depend on your processes. 

Regards,

Mike

[Shane Bjork]

Few options, as Michael mentioned it will depend on your process. 

1. If emails are being sent in with Standard email subjects. Example: system error notifications or power automate emails. you can use the combination like email + email subject to open a specific case type. This would only consistently work if the subject line and email do not change.  
2. Case transfer seems to be similar HR leadership recommendation not adding a service when created. There is still someone triage the cases and making a decision. not seeing the process improvement for this system customization that could cause issues. If you are worried about these old, cancelled cases in your system you can filter them out with reporting. 
3. We don't actively use it but universal request might be something to take a look at for these types of cases. 
4. Limit who can email into create a case. If someone emails in with an internal email do not create a case. Have employees use the record producers within the employee center so the right cases are created.