Create an HR Service Delivery Employee Relations case using the legacy UI

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 8 minutes to read

    • You create ER cases for employees that wish to report misconduct or report a disciplinary issue.

    Before you begin

    Role required: sn_hr_er.case_writer

    Procedure

    1. Navigate to All > HR Case Management > Create New Case.
    2. From Search for Employee, enter an employee name or click Skip verification.
      HR Employee Relations - Skip verification
      Note:
      Skipping verification enables you to create an ER case without identifying an Opened for person and takes you directly to case details.
      Table 1. Case Creation form
      Field Description
      COE The Center of Excellence associated with the HR case you are creating.

      Currently, Employee Relations Case is the only COE available for ER cases.

      Selecting a COE filters the choices for HR service. See HR Centers of Excellence data model.

      Note:
      You can also select an HR service first and the associated COE automatically populates.
      HR service The HR service based on the COE selected or what you select based on communication with the employee request.
      Select:
      • Report Misconduct
      • Accommodation Request
      What HR services are available to an employee filter by:
      • COE selected.
      • HR criteria for the Subject person based on the HR service configuration.

        Limit services filter on the Case Creation Configuration form. If the HR service field is empty, ensure that you did not remove the Opened for field.

      Note:
      Bulk Parent Case does not appear as a selection because it only appears when creating a parent case for child bulk cases. Refer to Add or modify bulk HR cases.
      Document Template Type Category from which a document template is selected.
      Note:
      This option appears only when the Document Templates [com.snc.document_templates] plugin is activated, and the Document Template Type field is selected while configuring the HR service.
      Document Template Document template associated to the case to generate document template tasks.
      Note:
      This option appears only when the Document Templates [com.snc.document_templates] plugin is activated, and the Document Template field is selected while configuring the HR service.
      Subject person The person the HR service request is for.
      Note:
      This field does not appear if you selected the Skip verification link.

      Click the Lookup using list icon to find a user.

      Use the choice list to search and select another employee.

      Click the Reference field icon to view or edit HR profile information.
      Note:
      Selecting the Do Not Default Subject Person HR Service Option for an HR service, prevents the Subject Person from automatically filling in when creating an HR case. For more information, see Configure an HR service.
      Work notes Information specific to the case that can help other HR agents. Work Notes are not visible to the Subject person.

      The sn_hr_core.restrict_guest_email system property allows a user to send an email from a personal email account referencing an HR case. When the property has a value of false (default), the text from the email appears in the Work notes field. To access system properties, enter sys_properties.list in the navigation filter.

      Note:
      Translate the text in your preferred language using the Translate option. For configuring the dynamic translation framework, see Dynamic translation.
    3. Click Create Case and the HR case form appears with additional information about the case.
      The COE and HR service selected for the HR case determines the fields that appear.
      Table 2. Case Creation form continued
      Field Description
      Number An HR case number is assigned and is a unique identifier, cannot be changed, and has an HRC prefix.
      External opened for The ER case was reported by somebody outside of your company.
      Checking this box removes the following fields:
      • Opened for
      • Preferred contact method
      Opened for The person who is responsible for the HR service request.
      Note:
      Select Skip verification to create a case without verifying the employee or case number.
      • The person requesting the HR service. When you make an HR service request for yourself, the Subject person and Opened for person are the same.
      • The person requesting the HR service on behalf of an employee. For example, a manager requesting an HR service for a direct report. In this example, the manager (Opened for) made an HR request on behalf of an employee (Subject person).

      Use the choice list to search and select another employee.

      Click the Reference field icon to view or edit HR profile information.
      Preferred contact method The communication method the Opened for person (if applicable) prefers to be contacted. Select:
      • Not Specified
      • Personal Phone
      • Work Phone
      • Personal Email
      • Work Email
      Incident date The date of the incident. If there are multiple incidents, select the date of the most recent incident.
      Skills The required skills of the person assigned to this category of HR case. Skills can auto-populate based on the HR case template associated with the HR service.
      State Status of the case. The state can auto-populate based on the HR case or task template associated with the HR service.
      • Draft: The default state for a case when it is first opened.
        Note:
        Can only be changed to Ready, Closed Complete, Closed Incomplete, Cancelled, or Suspended.
      • Ready: The case is ready to be worked on.
      • Closed Complete
      • Closed Incomplete
      • Cancelled
      • Suspended: Use to temporarily prevent violation of a service level agreement (SLA). Refer to Suspend and resume an HR case.
      Priority The priority that the incident needs resolution.

      Use impact and urgency to determine the priority.
      Source The reporting method the incident
      Opened The date and time the ER case was created.
      Opened by The person who created the ER case.
      Assignment group The group the ER 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.

      For automatic assignment, refer to HR Service Delivery Employee Relations assignment rules.
      Assigned to The user assigned to work on this case. When a group is automatically assigned, a user from the group is automatically assigned when the case is created. If the user is not auto-assigned, click the Lookup using list icon to select a user who is a member of the selected assignment group.

      To change the Assigned to HR agent, the agent must be a member of the Assignment group.
      Collaborators Agents or interested parties you want to associate with the case. Collaborators can track and stay up-to-date on the progress of the ER case.

      If an ER case transfers from the assigned to agent to another agent, the original assigned to agent can add themselves as a collaborator and still monitor the case.

      By having visibility to the case, collaborators can also help the assigned to agent with the case.

      Other factors:
      • Collaborators can remove themselves from the case.
      • The Assigned to agent can add or remove collaborators.
      • Collaborators cannot add or remove collaborators.
      • Notifications are sent to the collaborators when added to the ER case.
      Collaborators and the COE for the HR case can conflict. The basic rules are:
      Note:
      Agents must have the ER case writer [sn_hr_er.case_writer] role in order to be a collaborator.
      Watch list Interested parties that can view all updates and receive notifications for the ER case.
      Short description Populates from the HR service. After the case is created, you can modify the description.
      Description A longer, detailed description after the ER case is created. 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 Center or service portal.
      The following buttons appear:
      Discuss
      Option to begin a sidebar discussion on the case by adding the required participants.
      Follow
      Option to get notified of any comments or work notes on the case, according to your notification settings.
      Summary Report
      Option to create a summary report by selecting a document template for the report. Export the case details, in a PDF format, for documenting and sharing purposes.
      Associate interaction
      Option to associate the current case with an interaction record.
      Note:
      Use interaction records to create an HR case or reference employee information to decide to create a case or request from different types of employee communications.
      Ready for work
      Option to change the status of case to Ready for work.
      Cancel
      Option to cancel the case.
      Delete
      Option to delete the case.
      The following embedded lists appear:
      Fulfillment Instructions
      Information on how to complete the case. This information is defined in the HR Service configuration.
      A checklist outlining the exact steps to complete appears when configured by the HR service. See Configure an HR service.
      Comments and Work Notes
      Comments or work notes that provide details about the case. Work notes are not visible to the Subject person.
      Note:
      Translate the text in your preferred language using the Translate option. For configuring the dynamic translation framework, see Dynamic translation.
      Related Links
      The following appear dependent on the type of case and roles associated with the user:
      • Add Task: Task you want to add to the case. Refer to Add an HR task to an HR case.
      • Show SLA Timeline: The SLA in timeline format that shows elapsed time.
      • Repair SLAs: Click to repair any service level agreements associated with the case.

      The related lists appear dependent on type of case or task. For additional information, see Work an HR case.

      Involved Parties
      People associated with the ER case. Involved parties can be the complainant, subject of the allegation, a witness, or other (undefined). For more information, see Create an involved parties record.
      Allegations
      Information that further defines an employee relations case. For more information, see Create an allegation record for HR Service Delivery Employee Relations in the legacy UI or Agent Workspace.
      Interviews
      Interview record for an involved party. For more information, see Schedule an interview in HR Service Delivery Employee Relations using the legacy UI.
      Corrective Actions
      Information about the resolution and any associated corrective actions after an investigation related to the ER case. For more information, see Create a corrective action in HR Service Delivery Employee Relations in the legacy UI or Agent Workspace.
      Attached Knowledge
      List of knowledge articles attached to the HR service type. For more information, see HR Knowledge Management.
      Approvers
      Lists employees that can approve changed information or the case, state of approval, comments, and associated dates. For more information, see Resubmit an HR case for approval.
      Note:
      To reject an approval, users should have the HR case writer [sn_hr_core_case.writer] role.
      Child Cases
      Lists child cases for the current case.
      ER Cases for Involved Parties
      Lists other ER cases for the involved parties of the ER case.
      All Accommodation Records for User
      Lists all approved accommodation requests for the involved parties of the ER case.