Transferring HR case to ER case

[Cathy Ball]

We are using HRSD case and have recently rolled out the ER case COE module. When an ER case comes in, there are ACL's preventing non-ER team members from seeing the case. However, we often have to transfer the case outside of ER. We have discovered that team members haven't been transferring but rather just changing the HR Service, Category, Subcategory and Assignment Group resulting in the case going into a black hole. We would like to prevent this from happening. What advice do you recommend? Maybe a Business Rule??

[Community Alums]

Hi @Cathy Ball ,

Generally, this should be handled by Groups and roles.

By Design, you get the option to Select the HR service itself while Transferring:

You can navigate through the following options :

Use Case Restriction Configuration to determine what groups and agents can access or restrict ER cases.

Groups

Restrict access by Center of Excellence (COE) for specific groups:

• Define what groups can restrict ER cases.
• Define what groups can view ER cases.

The base system provides one case restriction configuration that enables the HR Confidential group to access ER cases.

For more information, see Manage HR Groups.

Note: When creating case restrictions, be sure that you have at least one configuration that enables you to read these cases.

Roles

Members of groups that can access ER cases must have the sn_hr_er.confidential role.

For more information, see Manage HR roles and Evidence Management for Employee Relations.

COE Security Configuration

Use COE Security Configuration to define group restrictions for a COE and for all or specific HR services under it.

You can then restrict the COE with read and write capabilities.

Note: If you choose to restrict other COEs besides Employee Relations Case [sn_hr_er_case], you can cause performance issues. ER cases numbering more than 100 K can impact performance.

For more information, see Create a COE security policy.

COE security policies are a way to easily restrict access to different COEs via configuration. The underlying COE security policy implementations are ServiceNow ACLs.

Collaborators and the COE for the HR case can conflict. The basic rules are:

• For all HR cases, collaborators override any security on a COE.
• Employee Relations (ER) cases can override collaborators when restrictions apply.

ER assignment rules

Use ER assignment rules to assign a group to an ER case.

For more information, see HR Service Delivery Employee Relations assignment rules.

ER matching rules

Use ER matching rules to assign an agent that has the least number of cases, the required skills, and matches the location.

For more information, see HR Service Delivery Employee Relations matching rules.

[Cathy Ball]

Hi Sandeep! Thank you for your detailed response. Our ER cases are secured and only visible to that group. However, there are times the case needs to be transferred to another COE. We would like to force this transfer vs. just changing the assignment group as the new assignment group cannot see the case because it lives on the ER table. How can we require the case be transferred vs. just reassigned?

[Susan Britt]

Hi Cathy,

Is there ever a time when any of the ER cases should simply be reassigned to another group, but stay on the same HR Service/COE?  (e.g., going from an HRBP to ER specialist)

[Cathy Ball]

Hi Susan! No, we require the HR Service to change.