IT Incident from HR Case Form

[Pieter6]

I would like to provide option for HR Agent to open IT Incident from HR Case to allow for end to end case management between HR and IT. Has this been done by anyone. 

[Pieter6]

Thank you Mark for your input. It is seems not a lot if this use case has been implemented. 

[sachin_namjoshi]

I am interested in this use case of creating incident from HR Case.

HR case usually itself is for resolving HR related services questions, issues.

What use case needs you to create IT incident from HR case?

Do you have use case of misrouted HR case which should be transferred to IT incident? If yes, then you can reuse OOB functionality of transferring HR case to different COE. In your case, you can reuse code to transfer HR case to incident.

Regards,

Sachin

[eric_hemmer]

This is very common.  Normally an employee says they have problems accessing an HR system, such as learning management or talent acquisition.  But HR needs IT to reset the password or change permissions.  Thus HR needs to create an incident from the case.  Also, may employee life events, such as onboarding, offboarding, promotions, transfers, etc... require HR to interact with IT for system access and account provisioning.

[sachin_namjoshi]

If this is so common, it should be OOB feature.-:)

Accessing HR  systems is an IT problem and it's not HR service issue. 

HR service owner can't say that we provide service to resolve HR systems issues.This is a purely IT issue to resolve HR application issues.It shouldn't be related to HR case.It needs to be independent incident with right CI and taxonomy.

Regards,

Sachin

[eric_hemmer]

Many HR organizations have their own HRIT team and some do not.  It's up to the organization.  And ServiceNow has an Add Task UI Action on the HR Case form that can be extended for this purpose, so it is available OOB.  I highly recommend you read the publications by Lionel Berger to learn more about coordination across service providing teams.