question Accessing "Document Templates" in HR Agent Workspace in HRSD forum

Accessing "Document Templates" in HR Agent Workspace

Community Alums — Thu, 09 Jan 2025 09:17:57 GMT

Hi Team,

I have created a "Document Template" task with the type set as PDF, which includes two levels of participants: "subject_person" and "opened_for."

When an HR LE case is created, a corresponding child case is also generated. According to the participant configurations, the document task is assigned appropriately. Both participants ("subject_person" and "opened_for") are able to sign the document in the ESC portal, which is working correctly. Once the document task is completed, the final document is attached to the HR child case.

My question is: Can the HR Agent view this document within the Agent Workspace at the starting of the case creation itself? When I impersonated an HR agent, I was able to see the parent LE case, the child case for the document template, and the document task, but I couldn't see the PDF document.

Kindly help.
Thank You in Advance

Re: Accessing "Document Templates" in HR Agent Workspace

Community Alums — Thu, 09 Jan 2025 09:07:37 GMT

@michaelj_sherid / @Sandeep Rajput any thoughts on this.?

Re: Accessing "Document Templates" in HR Agent Workspace

Community Alums — Thu, 09 Jan 2025 10:10:33 GMT

@Lorenzo8 , Hi Lorenzo - It seems like in past you have also faced the same issue https://www.servicenow.com/community/hrsd-forum/pdf-document-templates-for-hr-tasks-in-lifecycle-events/m-p/2861343/page/2

Did you get a solution for that.?

Re: Accessing "Document Templates" in HR Agent Workspace

Sandeep Rajput — Thu, 09 Jan 2025 11:16:36 GMT

@Community Alums I recommend you to read this KB article https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0966931 to get a clarity on how these documents are generated.

According to the article

You can generate documents in HR Service Delivery in 3 ways: Automatic, manual, and signatures collected. Each of these options is outlined below.

Automatic

If the "Automatically Create Draft Document" case option on the HR service is set, when a case is created with that HR service and its state is changed to Work in Progress or Ready, a task gets automatically generated for the employee with the document available for signing. In case of the new Document Template, the case option is "Automatically Initiate Document Tasks".

Manual

The HR agent clicks "Preview Document" on the case to preview and generate the document. The agent can also click "Sign Document" to sign the document. Once the document is generated it gets attached to the case. If the employee is also required to sign the document, the agent can either email the document to the employee or the agent can create an e-signature task and assign it to the employee (you can insert multiple signatures in the HR document template (both HTML and PDF).

Signatures collected

Documents like offer letters can require multiple signatures. When all signatures are collected, the document is automatically generated. This can be achieved through either Service activities in HR Service OR the new Document Template by specifying participants and order.

Source: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0966931

Re: Accessing "Document Templates" in HR Agent Workspace

Community Alums — Thu, 09 Jan 2025 12:21:47 GMT

Hi Sandeep @Sandeep Rajput , I am able to generate documents successfully. My concern is HR Agents need to view the generated document inside HR Agent Workspace.

As per the kb article which you sent, its not possible i guess. Is my understanding is correct.?

Thank You,
Sirraj

Re: Accessing "Document Templates" in HR Agent Workspace

michaelj_sherid — Thu, 09 Jan 2025 12:59:59 GMT

Hi @Community Alums as Sandeep has mentioned in the link he provided, Preview Document doesn't work with Document Template of type 'PDF' on the new HR Agent Workspace (Configurable). At this time, only Document Template types of HTML are supported in the HR Agent Configurable Workspace.

Regards,

Mike

Re: Accessing "Document Templates" in HR Agent Workspace

Sandeep Rajput — Thu, 09 Jan 2025 13:08:17 GMT

@Community Alums The document will only be visible to the agent once it is generated. It usually gets generated when the first signature is captured.

Re: Accessing "Document Templates" in HR Agent Workspace

Community Alums — Fri, 10 Jan 2025 03:16:54 GMT

@Sandeep Rajput It generated at the end of the task only for me (both participants signed/reviewed). Never mind, according to the KB article you sent, it mentions that 'Preview Document doesn't work with Document Templates of type PDF on the new HR Agent Workspace (Configurable).' This is helpful.

Re: Accessing "Document Templates" in HR Agent Workspace

Community Alums — Fri, 10 Jan 2025 03:18:55 GMT

@michaelj_sherid - Thank you Michael for the confirmation. This is helpful.

Re: Accessing "Document Templates" in HR Agent Workspace

shanebjork — Fri, 31 Jan 2025 18:24:33 GMT

@michaelj_sherid Does this mean document template (PDF) is also not supported in the "Fill Document" action through the Doc Task record in HR Agent Configurable workspace?

If so when will the functionality be added back in for HR Agents?