Hello ServiceNow Family,
I have already started a Article series on more compelling Module ServiceNow Human Resources.
First Article Link :- Click Here
Second Article Link :- Click Here
Lets begin from there :-
HR Criteria
HR criteria are sets of filters used to manage bulk user cases. For example, you can define HR criteria to target "UK employees only" when creating bulk cases. This ensures that only UK employees will have access to the cases created for them.
HR Document Template
HR document templates are reusable documents with dynamic fields. For example, an employee verification letter can be standardized as a template, allowing dynamic updates based on the specific HR case.
For PDF templates, the process involves:
- Loading the PDF into Managed Documents.
- Creating a PDF Document Template.
- Creating a PDF template mapping in the related list to parse the PDF and add variables.
Steps:
- Managed Documents > Documents > Create New
- HR Administration > Document Templates
- Related list > PDF mapping
HR Template
HR templates differ from HR document templates. HR templates populate HR cases or tasks with predefined information such as description, skill, and assignment groups.
For example, if a template assigns the "Employee Relocation" group and the "Relocation Specialist" skill, applying this template to an HR case will automatically update fields like the description and priority.
HR Task Template
Certain HR services require sub-tasks, such as watching a video or signing a document. For these, you need to create HR task templates and attach them to the HR service configuration.
Steps:
- Create a sub-task, like watching a video.
- Create an HR service with the fulfillment type set to "Service Activity."
- Select the HR case template you created earlier in the Template field.
Once the HR case template is attached, setting the fulfillment type as "Service Activity" allows you to add HR sub-tasks to the related items activity list.
HR Service
HR Service is a critical component of the HRSD application, where various features are combined to create an HR service. It is the starting point for creating a case.
- Center of Excellence (COE): The parent classification for all categories where services are defined.
- Topic Category: The first level of grouping for all HR services.
- Topic Details: The second level of grouping under Topic Category.
- HR Service: Holds the record details for HR cases, knowledge articles, etc.
Create a HR service with fulfilment type activities
Go to Hr Services >HR service configuration
Click on New
Select Fullfillment Type= service Activity
Template = select hr case template which we have created before
Note that Hr Case template which we attached earlier to the service is still attached in Template field.
Making Fulfilment type as Service Activity, allows us to add HR sub task in the related items activity list
Click New to create Service Activity and fill as below
Configuration done now lets check to create a HR case.
After case creation note that based on the case template priority and assignment group auto populated
Note that when the case is created it moves to draft state and in this state we are not able to see tasks.
Click on Ready for Work and see the tasks
HR Service
This is the most important part of the HRSD application where we bind all the features we described above to create an HR service.
HR service is the starting point to create a case.
•Centre of Excellence (COE) COE like parent classification of all Categories in which the services are defined.
•Topic category: This provides the first level grouping of all HR services
•Topic Details: This provides the second level grouping under Topic Category.
•HR service: Holds the record details for HR case, knowledge article etc.
Lifecycle Events
Lifecycle Events are collections of activities that form a service, such as employee onboarding or offboarding. Activities are grouped into an Activity Set, each with a trigger condition. Tasks might include actions outside of HR's control, like setting up an office or creating a badge.
HR criteria can be applied to activities so that they trigger only for specific employee groups. For instance, only US-based employees may need to complete a 401k form, while others would skip this activity.
Navigate to Lifecycle Events > Manage Lifecycle Events to manage them. Each Lifecycle Event has two main tabs:
- Lifecycle Event
- Activity Sets
Activity Sets consist of collections of activities. You can edit these activities by clicking the pencil icon or view them in classic view.
Creating a New Activity
A new activity can be one of the following types:
- Employee: An action like watching a policy video before joining.
- Fulfiller: An HR task, catalog item, or incident.
- Approval: An approval from a manager, for example, before releasing an offer.
- Notification: Sending an email to an employee to complete preboarding formalities.
Once the Lifecycle Event is created, you need to create an HR service with the fulfillment type set to "Lifecycle Event" and add the newly created Lifecycle Event type.
