what should be ideal state of HR case , when one of the HR Task is cancelled.

[HarishP99228150]

Hi  ALL, 

We are using the HR module and would like clarification on the expected behavior of the parent HR case when one of its child HR tasks is cancelled or closed. Please advise what the ideal parent case state should be in the following scenarios:

1. Scenario 1: The HR case has only one HR task, and the child HR task is cancelled.
2. Scenario 2: The HR case has multiple HR tasks, and one of the child HR tasks is cancelled.
3. Scenario 3: The HR case has multiple HR tasks, and one of the child HR tasks is closed as Incomplete.

We would appreciate your guidance on what the parent case state should ideally be for each of these scenarios. Thank you for your support and suggestions.

[pjftenorio]

In our implementation, if one of the HR Task is Cancelled/Closed Incomplete it won't affect the state of the HR Case. HR Cases are different from IT tickets (RITM - SCTASK) 

[Kohei Tominaga1]

Hi, @HarishP99228150 
It really depends, so there’s no single clear answer.
This is ServiceNow’s official guide, and it’s what I always turn to when I’m in doubt. I believe it will be useful for you too.

[Ethan Davies]

HR and Case structures in general in ServiceNow are different from the structure you see in something like Request Management in ITSM. In Request Management, and in your scenarios, cancelling an SCTASK in some capacities would and should trigger the cancellation of the request. However, the difference in HRSD is that the work is expected to be completed on the HR Case itself. This is not the case (pardon the pun) in Request Management for example, where the fulfillment is expected on the SCTASK level. HR Tasks are just units of work that are required to contribute to the primary fulfilment activities that are occurring on the primary HR Case. So in your scenarios, out of the box, we wouldn't be looking to Cancel an overall HR Case if one of its Tasks were cancelled. A cancelled Task in that context just tells us the small unit of work that makes up the HR Task is no longer required, not the overall HR Case itself. This covers Scenarios 1 & 2.

For Scenario 3, if something is incomplete with in the fulfilment process for the HR Task you first need to define what that means in the context of your process. For example "how can this activity be incomplete?". Once you define that, you can define the behaviour your expect. But generally, something "incomplete" would trigger some sort of review involving the person assigned to the overall HR Case to figure out WHY something was flagged as incomplete and if we need to rectify anything. Incomplete could mean something went wrong, to not required, that distinction would probably have an influence on the next path your process takes.

Hope that helps : )