K20 LAB1132 - Leverage ​HR Service Delivery Features and Functionality Session Q&A

[Lena_Latham]

This article is for questions and answers for LAB1132 - Leverage HR Service Delivery Features and Functionality. This lab is being presented multiple times throughout the live K20 event May 5 - 8, 2020. During the live event, post your questions in the comments of this article, and one of our lab gurus will be happy to answer it.

[Julie Leung2]

I'm new to HRSD, so not sure what audience the HR Admin is configuring the Case Configuration options for.  That is, when setting filters on the types of cases, employees, or fields that are visible, is the HR Admin setting that up for the HR Agents?

[Lena_Latham]

The HR agent uses the Case Creation page when opening a Case for an employee, so the options Mike is detailing are to make it easier for HR. 

[Michael Reade]

Hi Julie, 

You are correct. The HR Admin sets these configuration details up, and that controls some of the behavior agents see when creating cases. 

[avuppala]

How do we add approvals in the lifecycle of an HR case, if we need to?

[Raghavnder Muth]

We use Case Creation form that modifies what information is returned from a search and what fields are required when first creating an HR case from "Create New Case" module . check out this link for reference : https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/task/Cre...

[Ingrid Argenius]

This can be supported using ServiceActivities as we will soon show. 

[Raghavnder Muth]

We use Case Creation form that modifies what information is returned from a search and what fields are required when first creating an HR case from "Create New Case" module . check out this link for reference : https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/task/Cre...

[Michael Ritchie]

I wanted to confirm your question was answered by Michael's content?  There are several ways to include approvals and it really depends on the "fulfillment type" setting in the HR Service Configuration.

[jacqueline4]

If we are alreay using HRSM, how can we migrate to use the new configuration features available?

[Marcelle Howard]

These features are available for use today with the HRSD plugin. Are you referring to if you are on an older version of HR?

[Lena_Latham]

You'll do this in the lab, but here is the Docs page for COE ACL Configuration: https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/concept/...

[Pushkal Sharma]

Hi,

Will the COE ACL work in conjuction with the Case Creation configuration? Lets say there is an ACL configured for me, which does not allow me to view records raised by certain users (e.g. VIP) , so will the VIP user not be visible for me in the Case Creation - Employee Search field?

Thanks,

Pushkal

[Michael Ritchie]

They are separate configurations.  The COE ACLs are specific to HR COE tables while your question with selecting a user would require ACLs, query business rules, or a reference qualifier to restrict the select of users.

[Michael Reade]

Hi Pushkal, 

The COE ACLs filter cases so they will prevent a user seeing cases based on conditions. The Case Creation functionality would show users - even VIP - that you search on, but I believe if you searched on cases, cases for a VIP user would not be visible. 

[Marcel Clemens]

You can apply that on the COE tables and to ALL oder specific tables.

You can also use the condition builder to set the access.

[Julie Leung2]

The steps in Lab #2 seem to be a different (perhaps simplified) way to do traditional "Configure Form Layout" and "Configure Related Lists".  I notice that my HR Admin user has permissions to right click on the HR Total Rewards Case, Configure Form Layout, and add more Service Table fields, but this seems to mess up the HR Service Configuration page/settings.  Is there a general rule that IT Administrators ("admin" role) should not configure the HR Case/Service forms in the "traditional way"?  (Sorry, totally new to HRSD!)  🙂

[jacqueline4]

I failed at last step in last lab. Roger Seid still only sees 5 HR cases even so I have added him to the group "ER Tier 3"

[Ingrid Argenius]

No need to be sorry 🙂 The aim with the HRSD application is that HR with HR Admins should be self sufficient with setting up new HR services and more config, not to be dependent on IT. 

[Michael Reade]

That's a really good question. I don't think there are any general rules for this. Configuring form layout changes a form, but setting up additional fields in #2 allows an admin to show different fields on the same form for different services by HR Service. 

I think it's more intuitive since it's by HR Service. 

[Cristian6]

In addition: HR Service configurations are specific when said HR Service is being used vs the traditional way of configuring forms, which has an overall impact which may or may not fit the different use cases ( HR Services ).

[Michael Ritchie]

Julie to add on to what Ingrid mentioned, the idea with this feature is to make the forms data driven and dynamic based on the service configuration since there could be many services that share the same COE table yet have different field requirements.  Behind the scenes it is using "traditional" client side scripting but its easier to setup and maintain as a non-developer.

[Marcel Clemens]

Did you check again if you have set the right Group?

The Filter is important here "Subject Person.VIP is True"

[michaelj_sherid]

@jacqueline This may be a cache issue specific to your instance. Try logging off, then log back in and Impersonate Roger.

[Marcelle Howard]

HR Service configuration is designed to use the OOB components in the lab to accomplish the correct information to show on the case form. Many of the configuration settings in the lab have been created in lieu of having to create workflow and other components needed to create a specific layout for the HR agent. You can still configure the HR Service form using traditional methods, but keep in mind new functionality that will be available in future releases will be built using today's OOB constructs. It is designed more for a business user to make these configurations (HR Admin) for ease of use and faster time to case resolution without customization.

[Raghavnder Muth]

Hey jacqueline, its working correctly if u see 5 cases for Roger Seid when COE policy is active.
Before COE Security Policy was applied, we would see 7 cases for Roger.  You may try de-activating it and check. 

[Marcin N_dzewi1]

Hello, 

Where Can I found the script for the exercises from the lab? Want to practice more. 

[jeremymatthew]

We've set it up so our HR admins are the only ones that access and configure HR side of things. IT administrators can't do anything on the HR side. 

[Padmakumar]

What is the preferred way to add a New Type of Service in HR. For e.g. To address concerns of Retired Employees. Should we create a separate CoE table(s). 

Also since these are not Active Employees how do we enable them to create Cases/queries?

[gordon_wu]

What is an effective way of using the watch list on the HR Case? Given that the HR Case is only readable by HR agents, the Opened for and the Subject person, there is no benefit to allow other employees to be added to the watch list is there?

[Michael Ritchie]

Watch list users also have access to view the case so that is where it is used to say allow a manager to view an employee's case.  The watch list can automatically be populated via hr service configurations too.

[Lena_Latham]

The use case is usually something like the Employee's manager. Or, perhaps you've been helping the employee but have to pass the Case off, you might want to be on the watchlist.

[jenharmon99]

Do the Watchlist "people" need a fulfiller license to see the case?

[gordon_wu]

Thank you

[Community Alums]

Hello, I joined late. Could I get the links for the lab guide and Instance please?

[Marcelle Howard]

Not necessarily as an employee's manager may be added to the watchlist, or the employee's skip level manager. In the cases where members of the HR Agent team would need to be added, then yes.

[Lena_Latham]

Sure. I'll post them in the Zoom chat.

[jenharmon99]

hmmm, I'm confused.  We use HRCM now and for any person added to the Watchlist, they are not able to see the case.  Watchlist can only see comments from the portal. Perhaps it is how it is configured or something.

[Kyle20]

Are there limitations on use/configuration of the tools shown today if the majority of our HR Cases are created on a Service Portal using Record Producers?

[Joe_Richardson]

Go ahead and reserve your Student Instance: http://clabs.link/lab1132-359

We will share the link to the lab guidebook after the lecture.

[Michael Ritchie]

Watchlist does not require fulfiller license but please be mindful that HR is licensed based on employee anyway so it doesn't apply.  Even on the ITSM side any user, including say vendor email addresses, can be included on watch lists.

[Marcelle Howard]

Depending on who has been added to the watchlist, the view would be tailored to that role. For example, if another HR Agent is added, they would receive case updates and likely be able to see the case. If someone with just a client role, such as an individual contributor or manager, they would see case updates from the portal or a standard employee view.

[Michael Ritchie]

The configurations shown today are about what happens when a case is created either via Record Producer from ESC or via an agent.

[Michael Reade]

Hi Kyle, once a case is created, there shouldn't be anything different about it that would affect COE security. You wouldn't use the case creation landing page, but the HR service field changes and COE security should be the same. 

Thank you

[Nicole Solarz1]

ServiceNow documentation shows that you can create an HR service from Manage HR Catalog, which creates the service for the employee service center and creates the HR service record producer. When creating this way is it best to create in HR Core or HR Service Portal?

[Michael Ritchie]

Honestly it really doesn't matter.  Full disclosure on why the difference, the record producers only come with the ESC (HR Service Portal Plugin) which is why they are in a different scope than the service, HR Core.  So its really up to you on which scope to use.

[Marcelle Howard]

More often I've seen customers create their new HR services using the HR Core scope. This is just for consistency. Either scope works fine. 

[Jon M3]

Im not finding the lab directions - http://clabs.link/lab1132-359 take me to a link to get an instance and this community

[Allison French]

Here is the link to the Guidebook: https://developer.servicenow.com/connect.do#!/event/knowledge2020/LAB1132

[Michael Reade]

Hi there,

The lab should be accessible

here: https://developer.servicenow.com/connect.do#!/event/knowledge2020/LAB1132

[Community Alums]

May not be related to the topic - Can we use COE ACL functionality for use cases outside of HR such as CSM?