Add special handling notes for an HR Service Delivery case

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • Create special handling notes that appear for a specific HR case or set of conditions.

    Before you begin

    Role required: sn_hr_core.admin

    Procedure

    1. Navigate to All > Special Handling Notes > Special Handling Notes.
    2. Select New or an existing record.
    3. Fill in the fields.
      Table 1. Special Handling Notes
      Field Description
      Short description Enter a short description that describes the special handling note.
      Message Enter a message that appears in the special handling notes. Rich text formatting is available.
      Type Select the type of special handling note:
      • Standard: Select to display a special handling note for a specific table and related record. For example, if you select HR case, you can select from list of HR cases. A special handling note appears for a specific HR case already created.
      • Conditional: Select to use filter conditions. Use filter conditions to specify when a special handling note appears.
      Display as a pop-up alert Leave this field blank.
      Note:
      Currently, a pop-up window is only for HR Service Delivery Agent Workspace.
      Priority Assign a priority to the special handling note. The choices are:
      • 1 - Critical (red)
      • 2 - High (orange)
      • 3 - Moderate (light green)
      • 4 - Low (light blue)
      The priority and color appear in the special handling note.
      Status The status of the special handling note.
      • Active: The special handling note is active.
        • Active notes appear in the pop-up window.
        • Active notes remain until dismissed or set to Inactive or Expired.
      • Inactive: The special handling note is no longer active and does not appear in a pop-up window. Inactive special handling notes still appear when you navigate to Special Handling Notes > Special Handling Notes.
      • Expired: The special handling note is no longer active. The expiration date has passed or manually expired.
      Effective immediately Check to activate the special handling note immediately.

      If you leave this field unchecked, you can specify a date and time the special handling note appears.
      Effective on Appears when you leave the Effective immediately field unchecked.

      Select a date and time when the special handling note appears.
      Expires on If you want to automatically inactivate a special handling note, select a date and time.
      Table name Appears when you select Conditional from the Type field.
      Select the HR table the special handling note appears for when a specific HR case appears or when you satisfy filter conditions.
      Note:
      Special handling notes do not support child tables. For example, if you select the HR case [sn_hr_core_case], the special handling note only appears for cases specific to the table. To create a special handling note for child tables, you must create a special handling note for each table.
      Related record Appears when you select Standard from the Type field.

      Select and a pop-up menu appears.

      Select the table name and a corresponding case from the Document field. For example, select HR case from the Table name field and the HR case you want the special handling note to appear.
      Conditions Appears when you select Conditional from the Type field.
      Select conditions when met, show the special handling note. For example, select:
      • HR profile
      • is
      • Aileen Mottern
      This condition shows the special handling note for a General Inquiry case for Aileen Mottern.
      Note:
      When defining conditions like case sensitivity or null values, see APIGlideFilter - Scoped, Global.
    4. Select Submit or Update.