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?

[Scott77]

Hi Mailk and Sandeep 

Thank you very much for your great professional  feedback.  My boss doesn't like to follow HR category to submit each COE case.  She wants just one employee HR case Intake (record producer) for all COE and transfer the submitted HR case to each COE case using ServiceNow HR Case transfer (OOB) feature.

 @michaelj.sheridan, @sbritt and  @John Zhang, can you give me some your feedback as HRSD expert?

[John Zhang1]

Hi Scott, I completely understand what you are facing.   We have a similar request at our HR .  Unfortunately this is happening due to lack of ServiceNow HRSD knowledge.

I completely agree with Maik and Sandeep's comments.  HRSD is built based on the HR taxonomy, which contains HR COE --> HR Category (Topic Categories) -->Sub category (Topic Details)-->HR Services --Record Producer.

Yes, you can use the HR Case transfer feature to transfer HR cases among COE, but my understanding is that this feature can be only used when you create your HR case on the wrong COE so you need to transfer to the correct COE case.  

However, this feature has the limitation below: 1) only some common fields from parent HR Case can be transferred, not COE special fields; 2) COE workflow process, tasks and COE special  features like assignment group auto assignment can't be transferred.

Please follow ServiceNow HRSD best practice to build at least 1 HR case intake (record producer) for each COE for Topic categories/Topic details.  The following HR Service simple can be used for your reference.

[Susan Britt]

If the decision maker insists on having just one catalog item for the employee, then I'd recommend using a generic HR General Inquiry service.  You'd still need to have HR services defined correctly for the appropriate COEs.  Then to your point, the HR agents would then need to transfer the resulting case to the correct HR service. 

I would try to recommend against this though.  If all the services are defined, consistent good employee-friendly naming and categorization (taxonomy topic), and meta (if AI search isn't used), the employee experience is better to have them navigate and search to find on their own information.   It also drives adoption and allows for use of virtual agent in the future.  It's hard to self-serve with one generic request.  Employees want to find answers themselves.  And in my experience, agents want to get rid of the administrative overhead of transferring cases, answering the same things over and over.  Properly defined services allow for more time for agents to focus on bigger initiatives.  Also consider the additional work needed to accommodate this - disabling or updating notifications to not notify the employee of the transfer; or the bad user experience of the extra emails coming in to the employees about that transfer and new link to the case.