K20 LAB1164 - Digitize Employee Workflows for a Better Employee Experience Session Q&A

Is there a digital guidebook for the LAB?

Yes! We will be posting the link in Zoom chat after Leena presents.

We will assign and show you at the end of lecture.  

How long will the guidebook link be available?

Can the presentation deck and guidebook both be downloaded?

Thx

Nithin - does this link work for you?

Yup

What is the difference between subject person and opened for

Opened for could be for a manager whereas the subject person could be an employee. It can very well be the same person. 

It's easier to understand if you put it into context. Let's say it's for a disciplinary action. The Subject person is the offender while the Opened for may be their manager.

Piling on to the comments here 🙂 For this lab example of an employee transitioning to a new job -- The opened for is the manager of the current job (Gale) and the subject person is the employee that is transitioning jobs (Sam)

Great examples! You can find the definition here: https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/task/sea...

Is there a template to define / gather requirements when creating a new Lifecycle event

@Nithin Our partner portal provides this type of collateral.

@Nithin Your Partner Manager can assist if you do not have the details. There are many more assets to help facilitate your Deployment of HRSD that are made available.

Regards,

Mike

Hi, what is the purpose of the "owning group" on the different activities?

Thanks!

Owning groups own the activities created. The members of this group are responsible to manage the activity. Refer to the link for detailed info. https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/task/con...

need help

how to get to "on the remember activities related list"?

 
Are you still on the activity window 'Transfer Approvals'? If you right click on the top bar and click save, the member activities should show up at the bottom of the window.  If you have clicked out of the activity, you should be able to click back into it (click the "Transfer Approvals" card)  and see the member activities at the bottom of the window. 

You can go back to your container activity. (Activity type - Activity container) and the related list should be visible right below.

Hi Atul, are you creating the Transfer Approvals container? If so, you need to ensure that you right-click the context menu to stay on the form. Then, after you save, the Members Activities related list will be visible. You can simply re-open the activity from your activity designer to get to it again.

Hi Atul, if you'd like I can have a guru assist you directly in a break out room.

I am not seeing the member activities upon save an reload

I need help. not sure how to commnicate.

I switched to classic view, and i see activities at the bottom

@midi  Are you good now?

Is this what you mean by Member Activities ?

Have you created  Transfer Approvals activity yet? Make sure the activity type is  Activity Container. You can submit and close the window. On the main page (on builder view, open this activity again. You will see the related list for member activities.

This should be in a tab below the Update/Delete buttons. 

If you don't see it when Saving, you can also click Update on the activity and then reopen it from the Lifecycle Event builder view.

Let us know if that works for you or if you still need help.

What do you need help with Atul? Do you have a specific step you're trying to work on?

I am not sure i have got it right

can u show it on zoom

@midi Leena is walking through this now.

If you still need help let us know we can have a lab guru help you 1:1 in a zoom breakout room 🙂 

Yes, please add me to breakout room

Let us know if you need a breakout room.

I'm in the "Add activity of type "Catalog Item" to the Plan for Transition Activity Set" activity.  When I added the activity, there was an Activity Field Mapping created by default, and an error message that there was a duplicate field mapping.  

Is this default mapping to be modified as the 1st field mapping?

Nithin were you able to get a breakout room with a guru? Just want to make sure someone is set up with you.

Update the Map from table on this mapping to HR Talent Management Case.

Also, you need to add a new mapping: 

Add a New Activity Field Mapping with the following values:

• Map from table = HR Talent Management Case

• Map from = Custom Text

• Map to table: Request

• Map to field = Short description

• Custom text = Change system access for employee ${subject_person} for new role of ${subject_person_job.position}

Found it: step 5

On the "transfer request" record producer, the "Please notify the employee that this request is in process" variable, is that somehow tied to the "notification" activity we created?

You will see two mappings below catalog item activity

You will see two mappings under catalog item activity

@Pete R This is not tied to that notification created earlier.

This isn't set up for the lab, but this could be setup if you want to. You can use the Audience to only send to the employee if the box is checked, for example.

@Pete R That being said, there are use cases where this would be a factor in the notification, but then you would see an Audience on the Notification Activity. 

I just wanted to that those use cases are common, just not in this scenario.

Yup, one of the Guru helped. thanks

One more quick question, if Gale was the submitter, why didn't her approval get automatically processed?

This was just the contrived scenario. Originally the new manager, Mara, was going to approve the request so it made more sense. By the final version of the lab, it was Gale approving so it didn't make a lot of sense any more.

When you build in an approval step in the lifecycle event, it still needs to be officially approved. This is useful since the submitter might want to do a final review of the details after a step HR does, for example. In the real world, this could be multiple people approving, like Gale's manager, or both Gale and the new manager or also have HR do an approval. For the lab we just configured it a very simple way with one person.

Is it possible to match variables of the parent case with variables of the requested item? I am referring to variables (not fields) of the specific catalog item related to the sc_req_item record. Thanks.

Are there pre-defined / OOTB integration spokes (such as from Integration Hub) for most HRIS systems, that makes the creation of the HR Profile from integration with an HRIS tool straight-forward?

Hi Carlos. To help us understand this question better, will you please give us a use case scenario?

Carlos, there is no parent-child relationship between case and the catalog item.  That would need to be done manually as far as I know.  Perhaps you could create a script to insert the same variables into a catalog item from a case.  But there is no configuration to do so. 

Yes, and more are being built.

Here is a SAP SuccessFactors example: https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/concept/...

Thanks!

My use case would be initiating an IT request for a new laptop from the HR case. The catalog item "new laptop" requires some information to be collected like model, RAM, colour, etc. Would it be possible to fill those variable automatically with information coming from the HR case?

As I understand, there is not yet an OOB way to configure that mapping right?

@Julie Leung In Orlando we introduced 3 new spokes for HRSD purposes, Okta, Adobe Sign and CIC Plus (for US Tax forms). In addition to this New York introduced the DocuSign spoke that is used with the HRSD application.

Regards,

Mike

Hi Carlos. when you create a task of type "Submit Catalog Item" or "Submit Order Guide", you will see the ability to map values to the catalog item variables. 

When you create a fulfiller activity of type "Catalog item" or "Order Guide", you can map to the field "Questions" and then select the variable. See the screen shot:

Ok, but it should be defined as an HR Task right? I was looking for a way to map variable for activities with type catalog item.

Resolved in the demo. Great job team. Thanks so much.

and just to keep adding here is the link to HR Integrations: https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/concept/...

How does 'subject person job' work? How is it different to subject person HR profile, or subject person.Position?

Thanks

Subject person "position" is just a field, saves current position only. Subject person job refers to a table and you can store the history of the employee there.

Hi Gordon. Subject person job is a new field added to the HR case table which can point to one of the job records associated with the subject person's HR profile. You should use this field when the job you are referring to is different than the primary job on the HR profile. In this case the subject person is transferring to a new job. So subject person job points to the new job that the subject person is transferring to.

A single individual may have more than on job in an organization. This enables history and dual jobs.

https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/concept/...

I was recently speaking with an organization that a large percentage of employees have 2 roles. Full time employees if working at locations A,B, and C but working as contract employees if at locations D-Z. Employees would then have 2 active Job records.

Lab completed. Really nice session. Thanks a lot!

thank you Carlos

Is the initial Job record created automatically when a HR Profile is created?

Thanks

Thank you Carlos!

Appreciate the comments Carlos.  Enjoy the rest of K20!!

I just tried it out, and no, it didn't get created. Would be pretty easy to add a business rule to do so though. Though if you have a job record and you update the HR Profile job information, it does sync with the job record.

Thank you everybody - great lab!

Thank you Kevin!

We're glad you liked it, Carlos! Thanks for coming and remember, we will also be launching this LAB as a self-paced course on Now Learning. (https://nowlearning.service-now.com/lxp)

Be on the lookout for it in a few weeks.

Hi,

Upcoming to-dos are not configurable yet. They will show up for activity sets that are waiting to be triggered. Once the activity is triggered, they will be replaced by actual to-dos. For Gale, who is an opened for, will be able to see upcoming to-dos for himself as well as for the subject person (i.e new hire). New-hire will be able to see upcoming to-dos assigned to him only.

You can use the filter to see which tasks are assigned to opened-for/subject-person. There is also a checkbox to show/hide upcoming to-dos.

When building an "audience" - is there any cross over functionality say from Knowledge - so you could build an audience and use that same "audience" for a knowledge campaign?

That would work the other way around. First create HR Criteria then you can use that HR Criteria to create User Criteria (for for Knowledge and Catalog) AND Audience (for Lifecycle activities and portal Content). Then all you need to maintain is the HR Criteria.

HR Criteria

Audience

There's more info here: https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/concept/...

Once you save the HR Criteria record, a Related Link is displayed that lets you create an associated User Criteria.

Hi Mary, you have the option to create a user criteria and map the audience to that user criteria. In that case, the same user criteria will be driving the lifecycle event activities as well as knowledge. HR Criteria provides you the option to build conditions on any table (compared to a limited set in user criteria). If you need that flexibility, you want to start with HR criteria and then create a user criteria/audience based on it.

Good news! We will also be launching this LAB as a self-paced course on Now Learning. (https://nowlearning.service-now.com/lxp)
Be on the lookout for it in a few weeks.

This question just came up in the lab via chat - posting w the answer here for all to benefit!
Q: What SKU enables the functionality in this lab with Lifecycle Events? 

The functionality of this lab is available in HRSD Enterprise. HRSD Professional also has Lifecycle Events, but does not allow for tasking outside of HR.

So, in order to get Activity Sets and things related to this lab, do we need to have a specific module purchased?  This isn't part of ITSM, I'm assuming... 

Correct, this is a part of HR Service Delivery, not ITSM 🙂 HRSD has different SKU's - Lifecycle Events is included in Professional and Enterprise. 

In the first lab, the sections "Add activity of type HR Service to the Transfer Letter Activity Set" and "Add activity of type "Catalog Item" to the Plan for Transition Activity Set" show the error "Duplicate Map to field" after the record is saved. Will this affect anything?

Hi Rich, Nope-- you should be able to continue the lab with no issues. 

Lifecycle Events is also available standalone