Using Agent Workspace for HR Case Management

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

    Agent Workspace for HR Case Management provides HR agents with a centralized interface to efficiently interact with employees, respond to inquiries, and resolve HR-related issues. The workspace integrates multiple tools and views tailored to streamline case handling in ServiceNow.

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    Note that the Centers of Excellence (COEs) available to agents depend on the specific HR package in use. Additionally, HR catalog item categories are designed for employee self-service and do not correspond to the HR services categorization under the COE data model.

    Practical Guidance on HR Services and Catalog Items

    • When creating a new HR service intended for employee self-service, create a new HR catalog item. This automatically generates the corresponding HR service and avoids duplicate entries.
    • If an existing HR service needs to be made available for employee self-service, do not create a new HR catalog item. Instead, configure a record producer to add the existing service to the HR service catalog.

    Access Points in Agent Workspace

    HR agents can initiate work within the Agent Workspace from multiple entry points:

    • Landing page
    • List queue
    • Agent inbox
    • Chat
    • Phone
    • Global search

    Key Features of the HR Case Form

    The HR case form is central to managing multiple cases and related information. Key components include:

    • Tabs: Organize associated records such as case details and tasks, with parent and child tabs for easy navigation.
    • Form Header: Displays essential case summary details like HR service, priority, state, and assigned agent.
    • UI Actions: Action buttons for saving changes, updating case status, cancelling, and other case-specific operations, dynamically adjusting based on case type and status.
    • Related Items Menu: Provides quick access to associated details, tasks, and related records across tables, adapting tabs based on case type or Playbook involvement.
    • Case Details: Shows subject person info, requested service, priority, assignment, description, comments, and work notes.
    • Activity Stream: Tracks comments, work notes, and the history of case states for full visibility.
    • Contextual Side Panel: Presents task-oriented icons tailored by case type to assist in case management.

    HR Profile and Related Tools

    • Open HR Profile Icon: Quickly access detailed information about the subject person including employee and contact info, related cases, and HR profile data.
    • Search for Record Icon: Enables filtered and sortable searches of all related company records relevant to the current field context.
    • Open Deep Link Icon: Provides access to external information sources outside the application to support case resolution, configurable via the Link Generator for HR Service Delivery.

    This functionality equips HR agents with comprehensive tools to efficiently manage cases, access relevant employee data, and leverage integrated resources, improving responsiveness and service quality in HR operations.

    As an HR agent, use the Agent Workspace for HR Case Management to interact with employees, respond to inquiries, and resolve issues.

    Note:
    The COEs available to you may differ depending on the HR package you have.
    • The categorization of HR catalog items are employee-facing only, and have no relation to the categorization of HR services under the HR Centers of Excellence (COEs) data model.
    • If you are creating a new HR service and plan to make it available for employee self-service, see HR catalog item configuration. Creating a new HR catalog item automatically creates a corresponding HR service, and you can avoid creating duplicate services.
    • If you have an existing HR service that you want to make available for employee self-service, do not create an HR catalog item. (Creating a HR catalog item automatically creates a corresponding HR service.) Instead, see Configure a record producer for an HR service to add the existing service as an HR catalog item in the HR service catalog.
    You can start work in the Agent Workspace for HR Case Management from one of these areas:
    • Landing page
    • List queue
    • Agent inbox
    • Chat
    • Phone
    • Global search

    HR case form enables you to manage multiple cases, view information that is related to a case, and use knowledge articles or similar cases to manage the case.

    HR case form in Agent Workspace showing tabs, form header, UI actions, related items, case details, activity stream, and contextual side panel

    Table 1. Agent Workspace case form callout descriptions
    Number Agent Workspace feature Description
    HR Agent Workspace case form callout 1 Tabs Use tabs to display the records that are associated with an HR case, like case details and tasks. You can select a tab and jump to the information. Child tabs appear below the top tabs and display case details, HR profile information, and tasks.
    Note:
    Any reference that you select under a parent tab opens as a child tab.
    HR Agent Workspace case form callout 2 Form header Displays brief details of an HR case like HR service, priority, state, and assigned-to agent.
    HR Agent Workspace case form callout 3 UI actions Action button that enables you to save changes you made, change the status, cancel, or other relevant actions for a case.
    Note:
    The buttons that appear are similar to the native platform UI.
    The button types that appear depends on the type and status of the HR case.
    HR Agent Workspace case form callout 4 Related items Use the Related Items menu to see information about the details, tasks, and other information that is associated with a case. Also shows details of the records from other tables that have a relationship with the HR case. This menu provides a quick and easy way to look up information about a case and subject person.
    Note:
    The type of HR case determines the tabs that appear in this menu. When a case appears under Playbook, these tabs change. For more information, see Exploring HR Service Delivery Playbook.
    HR Agent Workspace case form callout 5 Case details Information about the case:
    • Subject person
    • HR service requested
    • Priority assigned
    • Assignment group
    • Assigned agent
    • Description
    • Comments and Work notes
    HR Agent Workspace case form callout 6 Activity stream Comments, work notes, and current and past states of the case.
    HR Agent Workspace case form callout 7 Contextual side panel Manage and work on the case using various task-oriented icons. The icons appearing on the Contextual side panel depend on the type of case that you're working on. For more information, see Agent Workspace for HR Case Management contextual side panel.

    HR profile icons

    Icons that enable you to get quick access to information about the opened for and subject person.

    • : Select the Open HR Profile icon to access detailed information related to the person in the HR case. You will see details like HR profile, employee information, contact information, cases opened for the person etc. The same information is briefly displayed in the At-a-glance side panel.
    • : Select the Search for Record icon to access a list of all related records within your company. The list is displayed relevant to the field on which you're searching. You can filter or sort in the list to refine your search results.
    • : Select the Open deep link icon to access information outside of the application to help fulfill the case. For information about configuring deep links, see Link generator for HR Service Delivery.