HRSD- Employee Relations COE- Investigators outside HR?

[robertlylem]

Hi all- wondering whether anyone had come across a good solution for instances where Employee Relations investigations are managed by an "agent" based not in HR, but in the line of business in which the complainant is based?  The typical set up of a resolver/assignment group (and a process for assigning agents to it) doesn't really work as typically a single "business" investigator should only see "their" investigations, which kind of implies a 1:1 relationship with user and resolver group. 

I can think of plenty of custom solutions for the issue but wondered if anyone had any tips based on some imaginative config I am missing, or maybe a feature I don't know about?

Thanks!

[musislam]

Hi @robertlylem 

Thanks, that helps - and you're right to be cautious. Neither gives full edit. Watch list is read plus notifications only. Collaborator gets them onto the case and lets them add comments, work notes and attachments, but it isn't the same as owning the record.

The bigger issue is your answers to 1 and 2 together. If a regular employee needs to open and fully update the ER case itself, they're a fulfiller and they need an HRSD fulfiller licence. No config gets around that, so if the investigator could be anyone in the business, that's a commercial decision before it's a technical one.

If licensing is fine: one assignment group for all investigators, case assigned to the individual, and restrict with read and write ACLs on the ER case table scoped to assigned_to = current user, plus the ER case manager role for HR. Keep the before query business rule on top so lists stay clean, but don't rely on it alone - it filters queries, it doesn't stop someone opening a record by direct link. The ACLs are the control.

If licensing isn't fine, which is where most clients land, keep the case with HR and push the investigation onto a child HR Task or a custom investigation task. The assignee fully owns that record, works it from Employee Center with just the employee role, and findings roll back to the case.

On 3 - with no rule behind the selection, skip assignment and matching rules. A reference field on the case filtered to the complainant's business unit, picked by the case manager or the BU, is far less to maintain.

Still keen to know which release you're on.

If that works for you, mind marking it as the recommended solution? Helps me support these better for the community.

[robertlylem]

Hiya- it's for a client, so not totally sure but I believe it will be Australia or Zurich.