Lists in Agent Workspace for HR Case Management

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Lists in Agent Workspace for HR Case Management

    Lists in Agent Workspace for HR Case Management provide an efficient way for HR agents to access and manage cases categorized by various criteria. These predefined lists help agents quickly locate and work on HR cases relevant to their responsibilities, improving productivity and case handling efficiency.

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    Key Features

    • Predefined HR Case Lists: Standard lists categorize cases into useful groups such as:
      • All HR Cases: Includes subcategories like Assigned to me, Collaborations, Open, Open - unassigned, Closed, Recently updated, and Case SLAs for service level agreement tracking.
      • Manual Cases: Simple fulfillment cases with no complex configurations, e.g., medical benefits inquiries.
      • Service Activity Cases: Cases fulfilled through associated service activities like approvals, tasks, or child services.
      • Lifecycle Events: Cases fulfilled via lifecycle events specific to HR processes.
      • Other HR Cases: Cases categorized by HRIT, Payroll, Talent Management, Total Rewards, Workforce Administration, and Employee Relations.
      • HR Tasks: Tasks related to HR cases shown by status such as Open, Closed, Assigned to me, or Open - unassigned.
      • HR Profile: Lists of various HR profiles.
      • Employee Documents: Documents associated with employees.
      • Knowledge: Knowledge articles used and published by the HR team.
      • Reminders: Reminders created by HR agents to track activities and follow-ups.
      • Delegation: Cases delegated to or by the agent; available when Granular Delegation plugin is activated.
    • Custom Lists (My Lists): Agents can create personalized lists tailored to their needs for faster access to relevant cases, enhancing workflow efficiency.

    Key Outcomes

    • Streamlined case management through categorized access tailored to common HR case types and agent responsibilities.
    • Improved agent productivity by enabling quick navigation to cases requiring attention, including delegated tasks and SLA monitoring.
    • Enhanced flexibility with the ability to create custom lists aligned with individual workflows.
    • Support for a variety of HR processes including service activities, lifecycle events, and task management within a unified workspace.

    Lists are an easy way of accessing cases under various categories. For example, you can quickly get a list of HR cases in lifecycle events or cases related to payroll.

    The default Lists show HR cases categorized into the following:

    Table 1. HR case lists

    Type of lists

    Description
    All HR Cases The following categories of HR cases are displayed:
    • Assigned to me: List of cases assigned to you.
    • Collaborations: List of cases with active collaborations.
    • Open: List of all open cases.
    • Open - unassigned: List of all unassigned open cases.
    • Closed: List of all closed cases.
    • Recently updated: List of cases updated by an agent or employee other than the Assigned to agent.
    • Case SLAs: Service level agreement details of HR cases.
    Manual A simple fulfillment type with no associated configurations. For example, for a medical benefits inquiry, the HR agent would fulfill the employee's request by answering the employee's question.
    Service Activity Service activities fulfill the HR service. In the Service Activities section at the bottom of the HR Service form, add one or more service activities to fulfill the HR service.
    Note:
    Service activities can be approvals, tasks, or child HR services. See Configure a service activity for an HR service for more information.
    Lifecycle Events HR cases fulfilled by lifecycle events. For more information, see Lifecycle event cases in Agent Workspace for HR Case Management.
    Other Hr cases in the following categories:
    • HRIT cases
    • Payroll cases
    • Talent management cases
    • Total rewards cases
    • Workforce administration cases
    • Employee relations cases
    HR Tasks All Hr tasks in Open, Closed, Assigned to me or Open - unassigned categories. For more information, see Create a task for a case using Agent Workspace for HR Case Management.
    HR Profile Various types of HR profiles.
    Employee Documents Documents belonging to employees.
    Knowledge Knowledge articles used and published by the HR team.
    Reminders Reminders created by the HR agents. For more information, see Create a reminder in Agent Workspace for HR Case Management.
    Delegation Cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin.

    You can create your own lists to show specific cases that are relevant to you in the My Lists tab. Having a custom My Lists helps you work faster and efficiently. For more information, see Create My Lists.