Create a case in Agent Workspace for HR Case Management

Create a new HR case in Agent Workspace for HR Case Management.

Before you begin

Role required: sn_hr_core.case_writer

Procedure

1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.
2. To create an HR case, select the Add icon (plus sign).
3. In the search field, enter a name, partial name, or case number.

   Searching for an employee helps to verify that you are creating a case for the correct person.

   Note:

   • Unlike the platform web-based UI, you cannot search for or create cases for inactive users.
   • Note:

     If your company uses Employee Relations, you can select the Skip verification link to create an ER case without identifying an Opened for person. For more information on Employee Relations, see Create an HR Service Delivery Employee Relations case using the legacy UI.
4. Select Next.
5. In the details section, enter information about the case.

   Table 1. Provide case details

   Field	Description
   COE	Select the Center of Excellence associated with the HR case you are creating. Selecting a COE filters the choices for HR service. For more information, 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. 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.
   Opened for	The employee who the case is created for. This person can be different than the subject person. For example, it could be the subject person's manager.
   Subject person	The employee who the case is created for. The person who needs some type of HR service. Note: Advanced reference qualifiers on a reference field is not supported in the case creation configuration page. When the limit user search filter is applied to the employee search, it will not be applied to Opened for and Subject person.
   Work notes	Information related to the interaction that can help other HR agents. Work notes are not visible to the Opened for person.

6. Select Create case.
   If the case being created has the same subject person, HR service, and if the case is created within three days (configurable from HR Administration/Properties), a warning appears that a similar case might already exist. You can choose to Create new case or Cancel.

   Note:

   For information on the sn_hr_core.duplicate_hr_case_time_out property, see HR properties.