HR Criteria and User Criteria in Servicenow

[Prabha]

Hi,

I'm looking for more details on "HR Criteria" and "User Criteria" and how they are used in ServiceNow. Also if a user is part of HR service then is the user supposed to sync or be part of the User Criteria as well?

How are they used in different organizations?

Thank you

[Mohammad Amin]

Hope This will be Suitable Answer for all.

[Susan Britt]

It may be worth explaining "what a user sees on the Employee Service Center" that if using Content Delivery for content on ESC, it uses Audiences to determine who sees it all.  Audiences can be based on HR Criteria, User Criteria and some other types.

[G24]

For a full discussion, here is an answer with Screenshots:

HR Criteria VS User Criteria 

[otmanben-ab]

User Criteria:

• General Purpose: User Criteria is used throughout ServiceNow to control access to various things. This includes:
• Catalog Items (what users can request)
• Knowledge Articles (who can see them)
• Service Portal Widgets (what users see on the portal)

HR Criteria:

• HRSD Specific: HR Criteria is designed specifically for use within HR Service Delivery. It's used to control access to:
• HR Services (what HR services are available to employees)   

• HR Content (like knowledge articles specifically for HR)   

• HR Cases (who can create or view certain types of HR cases)  

There's an important intersection between HR Criteria and User Criteria when it comes to controlling access to HR Content, particularly Knowledge articles within the HR domain.

Let's say you have an HR Knowledge article about "Maternity Leave."

• User Criteria: "All employees can access the 'HR Knowledge' knowledge base." (This is a general rule.)
• HR Criteria: "Only female employees can access the 'Maternity Leave' knowledge article." (This is a specific HR rule.)

In this scenario, a male employee, even though they can access the "HR Knowledge" knowledge base (due to the User Criteria), will not be able to see the "Maternity Leave" article because they do not meet the HR Criteria. A female employee will be able to see the article because they meet both the User Criteria and the HR Criteria.