Adding an HR task to an HR case

You can add, view, or work on HR tasks assigned to HR cases.

Antes de Iniciar

Role required: sn_hr_core.basic or sn_hr_core.case_writer

Por Que e Quando Desempenhar Esta Tarefa

You can view HR tasks from the parent HR case or by going to HR Case Management > HR Tasks.

Procedimento

1. Open an HR case.
2. Scroll to Related Links and click Add Task.
   • HR Task: Select to add an HR task.
   • Facilities Request: Select to create a facilities request such as desk or office space.
3. To create an HR Task, complete:

   Tabela 1. HR task fields

   Field	Description
   Number	The auto-assigned task ID. Nota: You cannot change this value.
   Parent	The case number you are creating the task for.
   Location	Select the location of the employee you are creating the task for. Location determines the HR agent assigned to the task. Nota: For onboarding cases that task selecting an office or desk, the location determines the building map that shows.
   Template	Click and select the HR Task template for this task. The HR Task template can auto-populate fields like the HR task type, short description, and the group or person the task is assigned to.
   Stage	The stage (bundle) of a lifecycle event case. Use this field to define what activity set in a lifecycle event case you want to add an ad hoc task to. For more information, see Ad hoc cases and tasks for lifecycle event cases.
   Due date	Select the date the task is to be completed.
   Set reminder	Check to send an email notification based on the Due date calculation entries. Nota: Reminders can also be set up on the HR Task Template to automatically populate.
   Reminder template	Select the email template used for reminder notifications. Email templates are set up from HR Administration > Email Content. Refer to Add or modify email content for notifications.
   When to send (days)	Enter the number of days before the task due date to send the reminder email.
   Interval (days)	Enter the number of days the reminder email should be sent on an interval.
   HR task type	When assigning a task to an employee, you can request how the employee acknowledges completion of the task. The tasks appear on the HR Service Portal for the employee. Nota: The short description comes from the template, but you can add or modify it. It shows on the HR Service Portal.
   	HR Service	An HR service fulfills the HR task. In the HR Service field, select an HR service. Nota: Bulk Parent Case does not appear as a selection because it is only used when creating a parent case for child bulk cases. Refer to Create a bulk case request.
   	Submit Catalog Item	A catalog item fulfills the HR task. In the Catalog Item field, select an active catalog item.
   	Submit Order Guide	An order guide fulfills the HR task. In the Order Guide field, select an order guide.
   	Collect Employee Input	Collects information from employees. In the Employee form field, select the employee form that the user fills out or verifies. Nota: Employee forms are questionnaires built using the survey designer to collect information from employees. See Collect employee input for more information.
   	Checklist	In the Checklist Items field, provide the checklist items.
   	E-signature	User electronically signs a document. In the E-signature template field, select the e-signature template to use. Nota: E-signature is a scoped application that enables you to sign managed documents, knowledge articles, or HR document templates. You can type or draw your signature, credentials, or acknowledgment. See HR e-signature for more information. If HR document template has a document type of e-signature template, select the HR document template that the signatory signs on the HR case form. See Select an HR document template for an e-signature task for more information.
   	Credential	Indicates that you want the user to acknowledge reading a document by logging in with their login credentials. The Acknowledgment text and Acknowledgement document fields appear. Using these fields shows a check box and text above the login credentials. In the Acknowledgement document field, select a document that the user is asked to read. Nota: This option is only available for existing customers that have not yet migrated to e-signature. See Migrate existing HR task templates and open HR tasks to e-signature for more information.
   	E-Signature	Indicates that you want the user to provide an e-signature to acknowledge or validate a document. The Acknowledgment text and Acknowledgement document fields appear. Using these fields shows a check box and text above the e-signature. Nota: This option is only available for existing customers that have not yet migrated to e-signature. See Migrate existing HR task templates and open HR tasks to e-signature for more information.
   	Mark When Complete	Notify the user a Completed button appears on the HR Service Portal. Use the Short description to provide details about this task. Nota: Mark When Complete changes the state of the task to Closed Complete.
   	Sign Document	Requests the user to sign a document. An example is sending an education agreement to be signed for tuition reimbursement. The Acknowledgment text field appears. Using this field shows a check box and text above the signature. Nota: This option is only available for existing customers that have not yet migrated to e-signature. See Migrate existing HR task templates and open HR tasks to e-signature for more information. After the user signs the document, the document is generated with the signature and attached to the task. The task is closed complete and the document is attached to the case.
   	Take Survey	In the Survey field, select a survey that the user is assigned to take. Nota: For lifecycle event cases, this feature also works if the subject person or anyone that has access to the original lifecycle event case can answer the survey question. For more information, see Triggering an activity from upstream activities.
   	Upload Documents	Requests the person assigned to the task to upload documents. Examples are receipts, course registration, or transcripts for tuition reimbursement. Use the Short description field to provide instructions. Nota: The task must be in Ready or Work in Progress.
   	URL	The URL field appears. Enter a URL link that the user acknowledges when accessed.
   	View Video	The URL field appears. Requests the person assigned to the task to view a video.
   Activity	Shows when an employee responds or completes a task and shows task activities by employee and assigned HR agent.
   Optional	Check to make the task optional. The Skip button appears for a task in the Open Case page. The Subject person can skip the task or do nothing and the HR agent can close complete the case.
   State	The work status of the case. The states are: Draft Ready Work in Progress Closed Complete Closed Incomplete Cancelled Skipped Nota: Change the state to Ready or Work in Progress for the employee to see the task that you created.
   Assignment group	The HR group the case is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources. Nota: To change the Assignment group, the Assigned to agent must be a member of the new group. This field also determines when Virtual Agent or Connect Support is used for the Ask a question feature. Agent Workspace: Virtual Agent Users and groups: Connect Support
   Assigned to	The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. Nota: To change the Assigned to HR agent, the agent must be a member of the Assignment group. You can also use this field to assign a task to the Subject person of the case. For example, if you want the Subject person to sign and return a document or make a task optional.
   Task support team	The point of contact within your company for questions. Nota: To use, activate the Connect Service Portal Widgets (com.glide.connect.sp_widgets) plugin.
   	Users and groups	Select when you want specific users or groups assigned to the HR case or task to be the primary support for this HR task. You can select from fields on the HR case or task such as the Opened by, Opened for, and others or you can select from different groups. You can further filter by selecting specific skills.
   	Connect	Selecting Connect indicates your company is using ServiceNow Connect messaging. After you select Queue, the Queue field appears below it. Select a chat queue you want to support the task you are creating. You can further filter by selecting specific skills. In previous releases, this field was labelled Queue. Nota: The Connect support (com.glide.connect.support) plugin was deprecated. For more information, see Activate Connect Support.
   	Agent Workspace	Supports Agent Workspace for chat. Selecting Agent Workspace indicates your company uses Virtual Agent conversations for chat. After you select Agent Workspace, the AWA Queue field appears below it. Select the Advanced Work Assignment chat queue you want to support the task you are creating. You can further filter by selecting specific skills
   Parent case users	Appears when Users and groups are selected from Task support team. Select fields like Opened by, Opened for, and others from the parent HR case that you want to support this HR task.
   Groups	Appears when Users and groups are selected from Task support team. Select a group associated to the HR case or task to be the support for this HR task.
   Queue	Appears when Queue is selected from Task support team. Select the chat queue you want this HR task to be routed to for questions or help. Nota: What you select here must match the value in the HR Queue field on the Chat Setup form under Collaboration. If these values don't match, an error occurs.
   Skills	The required skills of the person assigned to this category of HR case.
   Watch list	The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself.
   Short description	Short descriptions populate from the HR task template selected and can be overwritten. Enter information that prompts the user about the task request. The short description appears on the HR Service Portal to the employee.
   Description	A longer, detailed description of the case. Use the Rich Text Format (RTF) tools to format your text. Rich text formatting also appears for a case or task description on the Employee Service Center or service portal.
   Additional comments (Customer visible)	Enter comments, updates, or information about the task that is visible to the Subject person on the case. Nota: Translate the text in your preferred language using the Translate option. For configuring the dynamic translation framework, see Dynamic translation.
   Work notes	Enter notes about the case to correspond with other HR agents. These notes are not visible to the Subject person. Nota: Translate the text in your preferred language using the Translate option. For configuring the dynamic translation framework, see Dynamic translation.

4. You can:
   • Click Save from the Content menu to save the task and remain on the Task form.
   • Click Submit to save the task and return to the HR Case form.
   • Click Ready for Work to save the task and change the state to Ready and remain on the Task form.
   • Click View Responses to view the feedback submitted by an employee via the form sent through the HR task of type Collect Employee Input.
5. Perform any of the following actions.

   Action	Description
   Assign to me	Click
   Close a task	Enter information in the Work notes field and other fields as needed, and change the State to Closed Complete. Nota: All HR tasks must be closed before the parent HR case can be closed.
   Clone task	Click the Clone Task related link. Enter the new task information in the task form and click Update.
   Cancel the task	Click Cancel Task in the form header.
   Review the progress of sibling tasks	The Sibling Tasks tab shows all tasks under the same case. Click a task number to see the details.
   HR Document Acknowledgement	Lists HR document acknowledgement types returned from an employee. You can filter by type: User Document revision Signature Updated

   When all tasks are closed for an HR case, an email notification is sent to the HR agent who is assigned to the case.

   Nota:

   When you close the parent case, all child tasks are assigned the Closed Incomplete state.
6. Click the attachment icon at the top of the form, to add a document attachment
   Attachments to tasks are available on the parent case.
7. Click Update.

• Create Office Space Request Task
  As part of the onboarding process, you can find and reserve an office space for a new hire.