Is it possible to transfer a HR Service from one COE table to another?

Yessi
Tera Contributor

‎07-19-2023 08:11 AM

We originally created an HR Service along with the HR Template, and Record Producer under the HR Talent Mgmt COE but we now need to transfer it over to the Workforce Admin table. This HR Service does not have an active Record Producer, the HR Service is only used on the backend by our HR Agents. Are there any consequences to making this transfer? If there was an active record producer with variables would that change if this type of transition is ok? 

 

I updated the HR Service - HR Template - Record Producer to all match under the Workforce Admin COE ( in Dev environment) but want to confirm that there aren't any repercussions with this kind of transition. I ran a report to see if cases under this HR Service would reflect the change or remain under the HR Talent Mgmt COE but they've all updated to reflect the Workforce Admin COE.

 

Previous StructureUpdated Structure

HR Service

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HR Template

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Record Producer

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 HR ServiceYessi_3-1689779102508.png

HR Template

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Record Producer

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6 REPLIES 6

Ravi Chandra_K
Kilo Patron
Kilo Patron

‎07-19-2023 09:12 AM

Hello @Yessi 

Greetings!

You could check following things:

  1. Cross verify existing Business rules on the tables. those BRs has to be modified 
  2. Verify the if there is any Workflow for that service. those workflows are to be modified 
  3. Verify COE ACL policies.
  4. Verify HR Assignment Rules.
  5. Verify SLAs

This is something I haven't heard before. You will only get to know any Impacts of this once you implement. 

so I would recommend to throughly test in PDI/lower instances before moving the changes to Prod.

If my response helped please mark it correct and helpful.

 

Kind Regards,

Ravi Chandra.

Yessi
Tera Contributor
In response to Ravi Chandra_K

‎07-19-2023 11:53 AM

Hi Ravi!

Thanks for your response. This gives me additional areas to look into. I did find a minor issue so far which is when you open up a case for that particular HR Service that predates the transition of COE's they still show under the original HR Talent Mgmt COE they were added to. However, future created cases now appear under the HR Workforce Admin COE. 

 

Case Predates transition of HR Service from HR TM COE to HR WF Admin COE

New case created after the transition of HR Service from HR TM COE to HR WF Admin COE

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Yessi_0-1689792632898.png

 

Community Alums
Not applicable
In response to Yessi

‎07-19-2023 09:15 PM

Hi @Yessi ,

 

You will need to manually select the HR service you want to assign to your original case from NEW HR service.

These are the steps: 

  1. Open an existing HR case.
  2. From the Form Context Menu, select Transfer Case.
  3. From Transfer type:
    • Transfer with existing case number: The HR case number does not change, links redirect with new case, and work notes transfer to new case.
    • Transfer to a new case number: The HR case number changes, links do not redirect, and work notes do not transfer. Both HR case numbers appear on the HR case for reference.
  4. From New HR Service, select the HR service you want to assign to your original case.
  5. Select OK.
    The current case and its child tasks close. When you transfer an HR case from one HR service to another, some field values do not transfer to the new case. The Opened for person receives a notification email with the closed case and transferred case information. Replies to the email appear in the Comments section of the HR case. If the subject person replies to the email associated with the closed case, the reply appears in the comments for both the closed and transferred cases.
    There is an OOTB feature to "Transfer Case" to another CoE (by way of the HR Service selection). You can access this feature from the Context menu when you are in a HR Case. In transferring it to another CoE you will be required to select a new HR Service. This will cancel the current case and create a new Case number in the new HR service you have selected which will eventually will roll-up to the COE.

https://docs.servicenow.com/bundle/utah-employee-service-management/page/product/human-resources/con...

 

Ravi Chandra_K
Kilo Patron
Kilo Patron
In response to Community Alums

‎07-19-2023 10:19 PM

Hello @Community Alums 

I'm afraid Yessi question is about transfering an entire HR service from one COE to another COE.

It's not about Transfering a Case.

Kind Regards,

Ravi Chandra.

 

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