---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Configure HR fulfillment instructions

# Configure HR fulfillment instructions {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use HR fulfillment instructions to provide focused and targeted instructions for an
HR case.

## Before you begin

Role required: sn_hr_core.admin

## Procedure

1. Navigate to AllHR AdministrationHR ServicesHR Fulfillment Instructions.
2. Click New or open an existing fulfillment instruction.
3. On the form, fill in the fields.  
   {#configure-hr-fulfillment__table_i2n_jdv_bhb__entry__2}

   | Field | Descriptions |
   |-|-|
   | Name | Label of the fulfillment instructions. |
   | Table | Name of the table that contains the fulfillment instructions for an HR case. |
   | Condition | Conditions under which the fulfillment instructions are made available for an HR case. The conditions determine which fulfillment instructions appear for an HR case. For example, you can set conditions that an HR case has different fulfillment instructions by location. Note: When defining conditions like case sensitivity or null values, see API [GlideFilter - Scoped, Global](https://www.servicenow.com/docs/access?context=c_GlideFilterScopedAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US). For additional information, see [Condition builder](https://www.servicenow.com/docs/access?context=c_ConditionBuilder&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US). |
   | Active | Fulfillment instructions that are active and available for use. |
   | Order | Order that the fulfillment instructions appear for an HR case in relation to other fulfillment instructions. |
   | Instructions | Text that provides instructions on how to complete the HR case. Use the tool suite to format the instructions. |
   | Knowledge articles | Knowledge articles that you want to attach to the fulfillment instructions. HR agents use knowledge articles as reference when fulfilling an HR case. Note: Knowledge articles are visible only to HR agents and not to employees. |
   [Table 1. HR fulfillment instructions]

   {#configure-hr-fulfillment__table_i2n_jdv_bhb}  
   Note:  
   Previously, Fulfillment Instructions and Checklists were configured from HR services. Checklists are still configured from HR services. For more information on checklists, see [Checklists in HR cases](https://www.servicenow.com/docs/_GkLJ7NoBo61wRxSF9wkqQ "A feature of HR services is the ability to automatically add a checklist to an HR case. A checklist can serve as a reminder to the HR agent to ensure that the procedure is followed.").
4. Click Submit or Update.

*[\>]: and then