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.

[Cristian6]

Leveraging the Client Roles - this type of EE would have a role assigned to them (alumni for example vs employee previously) via which they can be targeted for any sort of content.

[Marcelle Howard]

I am not aware of any use cases for CoE ACLs existing outside of HR.

[michaelj_sherid]

@Gursimran Tamber The COE ACL security was specifically built for HR. The CSM application cannot leverage this functionality at this time. 

[kaholee]

This feature is only built for HR.

[Community Alums]

I noticed we are using an e-signature as one of the HR Tasks in the lab. Is this a new feature/Application? I did not see this on our instance, we are on Madrid. We have signatures using document templates. This just seems easier to configure.

[michaelj_sherid]

@Geoff Lytle This feature has been around for some time.

[michaelj_sherid]

@Geoff Lytle The e_signature was introduced in a new scope as of New York, but this did not change how it was consumed. There are many things you can do with this feature by pre-populating PDF documents and present them as you did in the lab. 

Regards,

Mike

[Community Alums]

must be a plugin we don't have installed. I wonder if there is a cost for it. 

[Joe_Richardson]

There have been gradual enhancements past the Madrid release. 

https://docs.servicenow.com/bundle/newyork-release-notes/page/release-notes/hr-service-delivery/hr-s...

[Yasser Valizade]

Item 26 on 3rd lab should say HR Case Management > Create New Case

It is currently stating: HR Administration > Create New Case

[Community Alums]

Thanks for the information. It's something new I had not seen yet. 

[Yasser Valizade]

is the E-Signature part of the HR module or is an additional plugin?

[Kevin Hall]

Thank you all! I enjoyed the teach/show ... then do.

[maryklein]

Can these items be applied to other portals? Are there plans to roll this out to other portals? I'm thinking of the service portal that displays catalog items/record producers.

Thank you, Mary

[Lena_Latham]

We're glad you liked it, Kevin. Hope to "see" you in other sessions.

[Marcelle Howard]

Typically customers will have either a dedicated HR portal or a unified portal, or ESC (employee service center). The components in the lab are designed to work with the HR portal or ESC. 

[Mary Blacharski]

Is any of the COE ACL Security configuration available to use in EDM?

[Marcelle Howard]

EDM has its own security policies to ensure documents are only viewable by those with the correct permissions. Best practice is to have COE ACL security setup at the COE level, and configure EDM security policies separately.

[Michael Ritchie]

Gordon, based on our breakout discussion on the fact that a watch list person doesn't get the same view of the case in the ESC as the subject person... I did a little more digging and found where things are hard to only show those details to the case subject person.

The widget showing that data is called HRM Case Info (id=hrm-case-info) and within the server script you will see the following if statement that doesn't gather case details based on a few Script Include calls to hr_PortalUtil:

if (data.openForView || data.isApprovalRequired) {

Basically data.openForView comes from hr_PortalUtil's isOpenedForView() function and data.isApprovalRequired comes from hr_PortalUtil's isApprovalRequired() function.  Between modifying the widget or this Script Include you should be able to solve your requirement.  Keep in mind that ACLs also kick in so in your example Joe Employee doesn't have rights to all fields so certain data may not show up in the widget.

Again please submit this in the Community Idea Portal as it is a great enhancement.

[Kevin Hall]

IMO - Employee Service Center is the way to go for a customer portal. A one-stop shop to fuse knowledge content across business lines. Plus, for HRSD customers ... some additional cool capability (e.g. ability to execute campaigns & surveys)

[Michael Ritchie]

Its worth noting that COE ACL functionality is built using platform features such as ACLs and query business rules so as mentioned this feature only works in HR the same security can be done elsewhere in the platform via this functionality.  COE ACL just makes this process easier.

[gordon_wu]

Hi Michael,
Thanks for the additional research and details, it'll definitely help in building out this requirement. I've raised an idea for this, fingers crossed this becomes OOTB in future 🙂
https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=c0d320fedbe814101cd8a345ca96...
Best regards,
Gordon

[Jean-Pierre Per]

What are the credentials to use the lab instance?

[Lena_Latham]

I'll private message them to you in Zoom.

[Greg83]

Is there a best practice or use case to have just work notes on the case creation screen and not short description and description?

[bansalankit]

Can we have the show/hide behavior(similar to what we have on case form) on the case creation page. Many time as part of your intake process, HR Agents needs to gather information upfront.

[Lena_Latham]

YES! Mike is going to show you how, too!

[Marcelle Howard]

It really depends on your use case and what you want to configure to support that use case. For reporting purposes, it is helpful to have at least the short description populated so that basic information describing the reason for the case is captured. I would recommend evaluating the holistic case intake, resolution, continual process improvement loop as you determine which type of configuration options will best support your organization.

[Lena_Latham]

You get to play with this in the lab, but here's the Docs link for more info: https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/task/con...

[bansalankit]

Ok thanks. I understand we can have HR fields from specific service, & they will appear on the case creation page. Can we have additional fields appear based on selecting any specific drop down on those primary field.

Can we have the same UI policies/client inherited on Case Creation page from Case CoE form?

[Marcelle Howard]

UI policies are not inherited for dynamic fields.

[Marcelle Howard]

Student question: Can we have parallel tasks

[Marcelle Howard]

Yes, HR Service activity tasks can be executed sequentially or in parallel.

[manishverma_fsm]

Does COE ACL security feature is available to other applications like Security Incident, CMDB?

[Marcelle Howard]

Unfortunately no, COE ACLs are specific to HRSD they are tied to the COE model which is unique to HR. ACLs are a platform feature, so those can be applied across multiple applications. The COE ACLs are just applied to HR.

[Wendy26]

You will start by granting the HR Admin the Delegated Developer role in the HRSD application. Log in as admin with the password provided. - where do we do this? 

[Wendy26]

It states filter navigator, I see 2 search fields and one doesn't bring anything up. The other does, but not what the guidebook shows.

[Marcelle Howard]

You should see a generated password when you requested your lab instance. When you open the instance URL, there should be a name / password area to login.

[Wendy26]

Am I supposed to be in HR Core to do this?

[Joe_Richardson]

There are some security features around user access for services and also CI's (configuration items) for CMDB. In ServiceNow docs.

This is how role permissions are handled in security incidents.

[Marcelle Howard]

The filter navigator is the search in the left navigation pane. You want to use that search if anything states 'filter navigator.'

[Wendy26]

O am in the instance. I can't figure out how to grant the HR admin the delegated developer role.

[Marcelle Howard]

Only after you login as HRAdmin. You should be in Global scope for the initial exercises.

[Wendy26]

So sys_store_app_list is supposed to pull something up in the left search? Is HR Core the correct scope to be in? Because I don't bring anything up when doing a search for that.

[Michael Reade]

Hi Wendy, have you opened the Human Resources Core app from the sys_store_app list? If so you need to scroll down to the related links, if I remember correctly, and if your admin "HR Admin" should come up after you click on "Manage Developers"

If you're logged in as Admin, that should work, is that where you're stuck?

[Marcelle Howard]

Student question: When I am creating the COE ACL Configuration, I am not seeing any Service, did I miss something?

[Marcelle Howard]

Are you not seeing any HR Services when you create the filter conditions?

[Michael Ritchie]

What do you mean by "script"?  Do you mean the lab guide?  The labs themselves would work on any ServiceNow instance with the HR plugins activated.

[Marcelle Howard]

The HR Task Types of HR electronic signature (sign document and e-signature) are included with the HRSD application.

[Michael Ritchie]

To expand on what Marcelle mentions, E-Signature is actually a platform wide feature that HR utilizes and has expanded upon.  So if E-Signature is not activated in the instance prior to activating HR, it will be automatically loaded.  HR created additional features on top of this plugin for fillable PDF's.