View HR case information

There are multiple ways to find a specific HR case.

Before you begin

Role required: sn_hr_core.case_reader

Procedure

1. Navigate to All > HR Case Management > All HR Cases.
   • Assigned to me: All cases assigned to the logged-in user.
   • Open: All open cases.
   • Open - Unassigned: Open cases that do not have agent assignments.
   • Closed: All closed cases.
   • All: All cases regardless of state or HR Service.
   • Case SLAs: All cases with SLAs.

   You can also view cases by HR service.

   • Employee Relations Cases: All cases related to disciplinary issues.
   • HRIT Cases: All cases related to HR accounts, password reset, HR Portal support, and HR reports.
   • Payroll Cases: All cases related to direct deposit, payroll discrepancy, and request corporate credit card.
   • Total Rewards Cases: All cases related to medical, dental, retirement, beneficiaries, leave of absence, pharmacy, relocation, vision, and tuition reimbursement.
   • Workforce Administration Cases: All cases related to employment verification letters and general inquiries.
   • Lifecycle Events Cases: Cases related to Onboarding or Account Notification.
2. Select the case to view.
3. Select a button.
   Depending on the case, different options are visible at the top.
   • Discuss: Opens a sidebar discussion where agents can discuss the case with users who have access to the record.
   • Follow: Track activity on the case or follow a record in Connect Chat to track activity as it happens. For more information, see Follow a record in Connect.
   • Update: Save and update the record. Takes you back to the list form.
   • Suspend: Suspends an HR case that does not have a state of closed or canceled. You can suspend the timing specified in the service level agreement (SLA) to perform additional research.
   • Cancel: Cancels the case.
   • Responses: Appears for inquiry cases and enables agents to copy a response template.
   • Associate Interaction: Select to associate an interaction to the case. Interactions are requests for assistance through a given channel, for example, a call or a chat. For more information, see Interaction Management.
   • Ready for Work: Select to change the state of the case to Ready and assign an agent.
   • Close Complete: Close the case and change the state to Complete.
   • Close Incomplete: Close the case and change the state to Incomplete.
   • Preview Document: Click to preview a document for accuracy before generating and sending it.
   • Sign Document: For documents that require an HR signature, click to preview, sign, and save the document.
   Buttons appear at the top.