OFFBOARDING Cases

[cspra]

Hi Folks,

I am familiar with SN but newbie in HR application.  I would like to get your recommendation in addressing our Business need.  This is about the INACTIVE HR Profiles or users that we would still like to handle post offboarding process.  We would still need to create cases for an inactive user include support of involuntary and voluntary separation processing, offboarding of a separated employee, support of unemployment claims post-separation, and legal documentation requests for a separated employee related to litigation or investigation. We also have the potential scenario to support around terminated employees who are rehired into the company, and case management is required for new cases prior to the time the inactive record would become active again in ServiceNow, and need to discuss the process around rehires based on the active/inactive profile creation process.

Any best practice approach in handling this?

[cspra · Accepted solution]

Thanks for your input.

As for interim solution, I have updated the Global Business Rule 'user query' to add HR basic role aside from the existing admin only.

[Ashok Antony1]

Quick follow-up question on this. In this case, you'd end up paying for the licenses for those "inactive" employees as well. How do you manage that? 

[cspra]

We didn't acquire any licences.  INACTIVE users are still in the system.  Only admin can see this because of business rule.  I have updated the BR to include HR basic role to see the same.