Moving HR Cases to Incidents

[Rob Sestito]

Hello SN Comm,

I had a question that I am not able to find any good research on.

Currently, my organization utilizes the HR Case Management System in ServiceNow - At some point down the road, we are going to want to utilize more of the system as we should be. Which means, if possible, we would want to move certain HR Cases (that warrant as issues/Incidents) - from the HR Case Table over to the Incident Table. Is that a thing? Can anything like that be done?

Any information is appreciated!

Thanks,

-Rob

[Michael Fry1]

Yes. Sounds like HR and IT are in the same instance whereas we have 2 separate instances and we send Incidents to HR Cases and HR Cases to Incidents via SOAP. It's a matter of figuring out which INC fields to which HR fields.

[Rob Sestito]

Thanks for replying Michael,

Would you say it's a relatively easy process or could be difficult (and get messy)?

Cheers,

-Rob

[Michael Fry1]

For us, we're sending 7 fields from INC to HRC. We're also setting the correlation ID field to ticket number from the other system.

Figure out where data should go INC -> HRC & HRC -> INC and then give a script a shot. Yell back if you need help.

Do you want comments from one ticket to go to the other.

Same with work notes

If State changes, push to other ticket (States might be different)

How to handle if you need more info

etc

[Rob Sestito]

Thank you Michael,

I will keep all of that in mind - thank you for the information!

Cheers,

-Rob