Trouble getting ITSM and HRSD to share data.

[Katie Meadows]

Our first implemented system was ITSM and it went live about 18 months ago. We are currently implementing HRSD and last Wednesday we installed the core, some plug-ins, along with data and customization. There are side effect changes that I was not expecting and our implementation partner doesn't have adequate answers to some of them. I'm hoping one of you can provide some insight, or point me to the right documentation.

One of our Assignment Groups no longer displays as an option. One of our groups is HR IS. Organizationally this team is part of HR and supports all HR specific applications. The HR IS group is a child of the HR group. We've been assigning ITSM tickets to HR IS for the last 18 months but once HRSD was installed HR IS is no longer displaying as an Assignment Group in ITSM. Our SN implementation partner states the HR parent group is OOTB and the visibility of HR child groups is OOTB. Based on previous conversations, I no longer believe everything they say. I cannot find any documentation regarding this specific parent group. Is this truly OOTB? Regardless, how do you handle groups that work out of multiple solutions. Do we need to create a group for each solution then add those users to all those groups? Looking for best practice advice.

HR tasks are not visible to those with the itil role. Our implementation partner explained that a HR agent could create a task and send it to an IS team for requested service. Example: When there is an immediate termination, the HR colleague sends an email to our IS Help Desk to deactivate their network account. When I tried to do this, those with the itil role but not the sn_hr_core.basic cannot see the tasks assigned to them. Our implemenation partner explained that this should work OOTB, which doesn't make sense to me. I can't imagine that we want everyone with the itil role to also have the sn_hr_core.basic role but I don't know how else to allow our various IS teams access those tickets. The other thought I had was to have the Flow for the HR ticket create a ticket in ITSM; however, I'm unsure how that interaction works based on what I'm seeing. What is considered the best practice way to handle this situation?

Thank you in advance for any and all information and advice, Katie

[Kristen Ankeny]

Regarding assignment group - by OOB the assignment group field in ITSM is filtered typically to the "type" being empty or ITIL. I would dig into this - what are the types on the groups and what roles do they have aligned to them? As long as you have the licensing for them in both products, my understanding is you could allow an "HR" group to work in ITSM as well (typically I would only expect that to be a group that is IT oriented). 

With regard to assigning work across to ITSM from HR, this requires HRSD Enterprise licensing and the assignment of tasks outside HR are defined within the lifecycle event.