Simple HR Case for HR COE case

[Scott77]

I got one requirement:  creating one HR case intake form (Record Producer) for all HR cases.  Such as.   Only one HR intake form can cover all different COE case based each COE required parameters.

Can any expert tell me the approach to implement?

[Maik Skoddow]

Hi

to my mind it makes absolutely no sense to implement all different HR case types in only one record producer.

Have a look on the description / images at https://docs.servicenow.com/en-US/bundle/sandiego-employee-service-management/page/product/human-res....

ServiceNow has introduced COEs to accommodate their individual specifics. That is, each Case Type differs significantly from other Case Types and merging all these distinctive features into one Record Producer is not recommended.

Instead offer a service catalog / category which describes all different case types extensivly to help the user cjoose the right records producer.

Maik

[Community Alums]

Hi Scott,

I am sorry to say but, this is an absolute shame on this kind of requirement, as this doesn't make sense to the architecture of HRSD at a whole!! You must push back on this requirement. This is not possible.

Please understand the Flow or the tree how the HR cases are created :

COE> Topic Category> Topic Detail > HR Service > HR case (Via a record Producer).

You can never connect a HR Service to multiple COEs.

here is an example :

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

Hi Scott,

Any update to this ?Any follow-up required? if not

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

[Community Alums]

Hi Scott,

Any update to this ?Any follow-up required? if not

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep