servicenow hr case assignment group

Configure group types for assignment groups

Use the Type field to define categories of groups. Once defined,\n you can use these categories to filter assignment groups based on the group type using a\n reference qualifier.

For example, when selecting an assignment group from the Incident form,\n Type can be used to filter groups based on whether they are typically\n involved in the Incident management process. Groups such as Network or Help Desk are displayed\n as they are typically involved. Groups such as HR or New York are omitted.

The following items are provided in the base system.

• The types catalog , itil , and\n survey .
• The reference qualifier on [task.assignment_group] filters on [Type] [equals]\n [null] .
• A reference qualifier named GetGroupFilter is available to filter for\n group types using Create a dynamic filter option .

Add a new group type

You can add additional group types to filter assignment groups for tasks.

You may need to configure the form to display the Type \n field.

• \n Navigate to All > User Administration > Groups . \n
• \n Select a group record. \n
• \n Click the lock icon beside Type . \n
• \n Click the lookup icon beside the selection field. \n The Group Types dialog opens. \n
• \n Click New . \n
• \n Enter the group type name and description. \n For example, to define a type for a group as\n incident and problem ,\n enter: incident,problem . \n Click Submit . \n
• Optional: \n Add additional group types if needed. \n
• \n Click Update . \n

Assign a group type

You can assign group types to filter assignment groups for tasks.

• \n Navigate to All > User Administration > Groups and select the desired group. \n
• \n Click the lookup icon beside the selection field and select one or more group\n types. \n \n Note: Because the default behavior of\n task.assignment_group is to filter out groups with\n group types defined, adding a type to a group filters it out of the\n Assignment Group field on tasks. To change the\n behavior, set up the reference qualifier. \n\n \n

Hi friends, thanks for all your support.You are always my encouragement to write new content. Seeing the response I decided to take leap forward and start composing video tutorials. I am yet to create a hand full of them.But I am confident your subscriptions and like will be my fuel to create more feature rich content. If you feel it is worthy please subscribe my video channel below.

At any time you can click on the to got my youtube channel

• HR Service Delivery

HR Service Delivery, Employee service center

ServiceNow HRSD

In many company HR spends time on repetitive work like responding to email, chat, excel to communicate with employee cases. Also there is lack of centralized service catalog which employees can use to raise case.

So here ServiceNow HRSD helps HR professional and employees by automating routine tasks and helps HR to deliver services to employee in timely manner.

In service Now we have below modules

HR case Managment

After a ‘HR request’ is submitted via the HR Catalog, an HR application in ServiceNow is used to fulfill those requests. HR Case Management is the collection of all cases.

HR cases hold the details of HR requests, such as requests for information, and HR processes, such as onboarding. Users can submit HR cases through the HR Service Portal, the HR Catalog, or manually with the new button.

Example HR request

An employee named Able wants to find out about the company’s leave policy. He wants to discuss work from home policy.

-Able submits an HR request asking about company’s leave policy and requesting a meeting to discuss work from home policy.

-An HR case is created and assigned to an HR agent, such as a specialist or generalist, based on assignment rules.

-The HR agent processes the HR case, creating two HR tasks for this two-part request. Each task is assigned to the user who can process it.

-When all the tasks are completed, the HR case is closed.

HR Integration

HR administaration

In the HR Administration application, we can configure the HR Applications.

-Surveys - Configure the HR surveys like Satisfaction and exit surveys

-Knowledge - Add and publish KB Articles

-Document Templates - Manage templates

-COE Configuration.

HR Dashboards & Reports

Life Cycle events

How HR data is secured?

HR related data is sensitive and should be visible to the particular employee and HR department only. For this reason HRSD have different scope other than Global scope

Below are important points on HR module security

1.Platform Admin (without HR role) if impersonates as HR Admin or user with HR role then he/she cannot view HR cases, grant roles or view HR profile information of an employee.

2.Platform HR Admin cannot change password of any user with a scoped HR role.

3.Platform Admins cannot grant themselves or other scoped HR roles.

What the HR Groups and Roles?

There are mainly 3 kinds of groups

sn_hr_core.basic contains roles below

What are HR Skills?

HR skills are specialization area of HR stuffs. Like

•Employee Relation

•HR Benefits

Like roles,Skills can be assigned to a group, so that every member in the group inherits it.This Skills can defined in the Case templates so that user in the group will be auto-assigned based on skills.

For example, an HR case opened for a payroll question will be auto-assigned to users and groups with payroll skills.

HR case auto assignment

In case an assignment group is not mentioned in HR case template,

-HR auto assignment rule

-Matching rules

are applied. Let see these 2 functions below

HR Assignment Rules

HR Administrator > Assignment Rules > HR Assignment Rules

Here we can see if the assigment group is empty when the case was created then auto assigment happens to HR tier1 group

HR Matching Rules HR Administrator > Assignment Rules > HR Matching Rules

Here we can see that ServiceNow is looking for least loaded agent by the skill type.

What is HR profile?

HR profile is different from User profile .

HR profile stores confidential information like marital status, beneficiaries, medical plan, ethnicity etc.

HR professionals with sn_hr_core.profile_reader can only view an employee HR profile data.

HR profile information is store Hr_profile table.

Click on the related link to view the entire HR profile

Hr profiles can be create in the following way

If user have HR profile then we can see View Human Resources Profile

2. Generate bulk HR profiles

Here we can filter for the user for which we want create HR profile. We can see the count at the top.

What is the difference between HR criteria and User Criteria?

User criteria is applied on the knowledge base/Catalog items an employee can view. HR criteria are generally applied to create bulk hr cases by HR or in the lifecycle event (as discussed earlier)

What is HR Case?

HR case is a document that capture employee HR request. An HR professional interact with employee using the HR case

There are two ways to create HR case

•HR professional may manually create an HR case using Create New Case.

•Employee may submit a request in the Service Portal.

HR can create case using HR Profile

While creating the case we have defined the COE (center of excellence) ,HR service, opened for and Subject person.

HR case tables

HR criteria

HR criteria are set of filter used for bulk user cases.

For example we can select HR criteria as UK employee only for bulk case creation so that only UK employee will see the case created for them

HR Document template

HR document template are reusable documents with dynamic fields. For example, an employee verification letter format will be same for all the employee. This can be made as an template and dynamically update field based on the HR operating the case from the table.

In case of PDF template we have first load it into manged documents. Then create a PDF Document Template. And finally Create a PDF template mapping under related list to parse the PDF and add variables.

•Step 1 Manged Documents > Documents > Create New

•Step2 HR Administration> Document Templates

•Step3 Related list > PDF mapping

HR Template

HR templates are different from HR document template.HR template is used to populate the HR case or HR task with information like description, skill, assignment groups.

Here we can see the template assignment group is Employee Relocation and Skill is Relocation specialist .

When we apply this template to an HR case then automatically fields like description, priority will get updated.

HR Task template

Some HR service requires sub task to completed like watching a video for an employee, sign document etc. In that we need to create HR task template and then attach those to the HR service configuration.

Create a HR service with fulfilment type activities

Go to Hr Services >HR service configuration

Select Fullfillment Type = service Activity

Template = select hr case template which we have created before

Note that Hr Case template which we attached earlier to the service is still attached in Template field.

Making Fulfilment type as Service Activity , allows us to add HR sub task in the related items activity list

Click New to create Service Activity and fill as below

After case creation note that based on the case template priority and assignment group auto populated

Note that when the case is created it moves to draft state and in this state we are not able to see tasks.

Click on Ready for Work and see the tasks

This is the most important part of the HRSD application where we bind all the features we described above to create an HR service .

HR service is the starting point to create a case.

• Centre of Excellence (COE) COE like parent classification of all Categories in which the services are defined.

• Topic category : This provides the first level grouping of all HR services

• Topic Details: This provides the second level grouping under Topic Category.

• HR service : Holds the record details for HR case, knowledge article etc.

HR service configuration

Go to HR Administration > HR Service Configuration

Fill the details as below

Lifecycle Events

Lifecycle events are collection of activities that combines to create service. Like Employee onboarding/offboarding. The task or activities needed for LE is grouped into Activity set. This Activity set have a trigger condition to run. The task might be outside of HR control like office setup, creating badge etc. For onboarding activity set might be as follows

HR criteria can be used on the activity so that it gets triggered only for a specific group of employee.

For example, only US based employee will have 401k form. Other region employee who doesn’t meet the criteria will skip the activity.

GO to LifeCycle Events > Manage LifeCycle Events

Each LE have two tabs

1.lifecycle Event

2.Activity Sets

And Activity set has collection of activities.

Click on the pencil button to edit the activity

We can also view in the classic view as below

Create new activity

A new activity can be

2.Fullfiller

4.Notification

Employee: This can be an employee action like watching a policy video before joining. Activity can be an HR task template (which we discussed earlier)

Fulfiller: Can be a HR servicer task, a catalogue item or an incident.

Approval: can be an approval from a manager before releasing the offer

Notification: Can be email send to the employee to complete the preboarding formalities on time

Once we have created the LE event. We need to create an HR service with fulfilment type as Lifecycle Event and add the new LE event type we created.

HR service portal

And catalogs

HR knowledge Management

Knowledge articles are HR Information that are shared to the employees. Allowing employee to quickly look for answers to their question reduces the number of redundant cases.

HR policies might be different based on region or Business Units. User criteria can be set on the knowledge article to decided who can view and who cant.

What is HR service catalog?

Employees uses this HR service catalogs to request HR services Not all HR services are available to employees to request. So All HR service doesn’t necessarily needs an catalog item but all catalog item must be associate with an HR service.

Like other catalog item, user will provide their details though variables, variable sets. Click on the edit icon to see the catalog item details

HR dashboard displays the result of performance metrics, employee stratification and current status of HR case.

By Default, HR manager can view

•HR cases opened in last 6 Months

•Active HR case breakdown by Service

•Active HR case by Service

•Active HR cases by Assignment and State

•HR Case Transfer Rate

•Lifecycle Events Dashboards

Use PA for HR module

We can use HR content Pack of PA for pre-defined KPIs and several OOTB dashboard. We need to activate HR Performance Analytics Content Pack.

• com.sn_hr_pa • com.sn_hr_lifecycle_pa

HR survey are feedback forms that employee uses to give feedback on HR process.

We can configure the following

-Look and feel of the questionnaire

-Trigger condition, when to send

Metric categories provide a way to group question of similar type for a survey. Assessment Metric is the value, or score provided for each option on question Survey Scorecard display the chart view of the survey result.

• Understanding Request, RITM, Task in ServiceNow
• Steps to create a case in ServiceNow (CSM)
• Performance Analytics in 10 mins
• Event Management in 10 minutes - part1
• Event Management in 10 minutes - part2
• Custom Lookup List
• Script includes in 5 minutes
• Interactive Filter in 5 minutes
• UI Policy in 6 Minutes
• Client Side Script Versus Server Side Script in 3 minutes
• Performance Analytics
• Interactive Filter
• Configuration
• ServiceNow Scripts
• Script include
• Useful scripts
• Basic Glide Scripts
• Client Script
• Advance Glide Script
• Glide System Script
• Notification
• Core Application
• CAB Workbech
• Data Policy
• Connect Support
• Request,RITM,Task
• Service Catalogs
• Create Case From Email
• Event Management

/HRSD/-/HRSD/

• Integrations
• SSO Integration
• LDAP Integration
• SCCM Integration
• AWS Intergration
• Slack Integration
• CTI Integration
• Jira Integration
• Ebonding ServiceNow
• SOAP Integration
• IBM Netcool Integration
• VIP Mobile App Integration
• Rest Integration
• Service Portal
• Service Portal Widgets
• Interview Questions
• Send email with attachment
• Custom webapp
• Custom file attachment with field mapping
• Github Servicenow Integration
• Customer satisfaction survey
• Agent Workspace
• Advanced Script Include
• Ui page example
• Color on field label & field
• Slack integration usecase 1
• Slack integration usecase 2
• Service portal Widgets
• Spring Security Oauth2 configurations
• Springboot Testing
• Spring Basic Auth Security
• Jhipster Blueprint By Example
• Apache httpd cache
• Sso Integration
• Servicenow Discovery
• Ldap Integration
• Sccm Integration
• Aws Intergration
• Git Squash Example
• Generate Ppt From Template Java
• Servicenow slack integration
• Cti Integration
• Spring Cloud Gateway With Spring Security
• Microservice Design Pattern
• Ebonding Servicenow
• Script include in ServiceNow
• Soap Integration
• Useful Script ServiceNow
• Business Rules
• Basic glide scripts
• Performance analytics(PA) Interactive Filter
• Various Configurations in Performance analytics(PA)
• Performance Analytics(PA) Widgets
• Performance Analytics(PA) Indicator
• Performance Analytics(PA) Buckets
• Performance Analytics(PA) Automated Breakdown
• Vip Mobile App Integration
• Performance Analytics(PA) Scorecard
• Performance analytics(PA) Manual Breakdown
• Performance Analytics(PA) Dashboards
• User,Group & Roles
• ServiceNow interview questions
• Understanding the Request, RITM, Task
• Events in ServiceNow
• Advance glide script in ServiceNow
• CAB Workbench
• Performance analytics(PA)
• Performance Analytics(PA) Indicator source
• Glide System – Advance scripting in ServiceNow

With 9+ years of ITSM development experience,Chandrima likes to deep dive ServiceNow modules.She have extensively worked on PA,Service Portal,Event management.

[email protected]

Make your business more responsive and flexible with agile approaches, create more business value for yourself and your customers, and win with faster time to market.

The iTSM Group is a holistic partner for the digital transformation of services and processes - from comprehensive consulting to implementation and operation.

Aligning processes more closely with business objectives and ensuring the smoothest possible process organization, optimally complemented by digitization and automation of business processes - these are the strategic goals of our services relating to processes.

We provide you with extensive support in setting up and reorganizing as well as in operating your service management, thus contributing to quality services that act as an effective interface between offer and customer.

ServiceNow®

The Now Platform is a powerful tool for digitising and partially automating your processes and services.

Here you will find an overview of the various fields of application in departments and industries. 

As a ServiceNow® Elite Partner, the iTSM Group and its subsidiaries are one of the most distinguished consulting firms for the Enterprise Service Management platform in Europe.

Here you can find an overview of our ServiceNow® consulting services. 

We support you in setting up and implementing ServiceNow® Cloud SaaS correctly - with a holistic approach at various levels.

Get to know our services in the context of ServiceNow® implementation.

ServiceNow® as a Service is the ideal product for a quick entry into the digital transformation of small and medium-sized enterprises : We take care of the setup and configuration of your ServiceNow® environment, map your processes there, and enable tailoring to individual needs without long-term contractual commitments.

Increase the acceptance and use of your service portal with user experience design - for more satisfaction and efficiency in the company.

In our ServiceNow® training courses, you will gain experience in using the software and learn how to map and optimise your work processes in ServiceNow®. As an authorised ServiceNow® training partner, we also offer you official certification.

Trainings for the IT Infrastructure Library (ITIL® 4)  - the globally recognized best practice model for implementing IT service management.

Training for the process-oriented method for project management , which is based on best practices.

Trainings on a variety of aspects of the cloud-based Now platform of ServiceNow®.

Learn about the possibilities of ITIL®, PRINCE2® and DEVOPS in your company through playful simulations. Experience a fictitious space flight or increase the productivity of a pizza delivery company. In the process, many typical problems encountered in IT organisations become visible.

In our practical workshops, competent trainers support your organisation in integrating theoretical frameworks and software know-how into everyday practice.

Together with you, we develop solutions for the introduction , advise on the concrete design of processes

Our online training courses prepare you digitally, diversely and efficiently for your certification .

In the basic training courses for ITIL®, PRINCE2® and Security Awareness , you will be familiarized with the content with the help of case studies and quizzes and chapter questions - all you need is a computer or tablet with a stable internet connection.

With the combined expertise of experienced consultants and educational professionals, we offer digital learning formats that are tailored to your needs. These include interactive learning experiences, knowledge nuggets and context-specific learning formats.

Tips for the use and handling of ServiceNow®. Learn more about detailed questions regarding the use and optimization of the ServiceNow® service portal in short videos.

Join us to experience the future of digital transformation against the sparkling backdrop of Las Vegas at the leading event for ServiceNow® enthusiasts and innovators. 

• Agile Service Management
• Scaling Agile
• Consulting for Digitalisation
• Identity & Access Management
• Business Process Management
• Digitalisation of business processes
• Process consulting
• Agile & IT Service Management
• Customer Service Management
• Enterprise Service Management
• HR Management Software
• Service Management as a Service
• Service management trainings
• Now Platform portfolio
• ServiceNow® Consulting
• ServiceNow® Implementation
• ServiceNow® Managed Services
• ServiceNow® UX Design
• ServiceNow® trainings
• ITIL® 4 Foundation
• ITIL® 4 Foundation Plus
• PRINCE2® Foundation Online
• Operation of ServiceNow
• Customer Service Management Introduction
• Handling Scoped Applications
• Java-Script Coding in ServiceNow
• ServiceNow Asset vs. CI
• ServiceNow HR Workshop
• ServiceNow Best Practice Service Portal
• ServiceNow Reporting
• Apollo 13 Simulation
• Challenge of Egypt™
• Grab@Pizza-Simulation
• ITSM around the World
• MarsLander® – an ITIL® 4 Simulation
• The Phoenix Project Simulation
• ITIL® 4 Foundation Online
• Digital Learning Solutions
• ServiceNow® Tutorials
• ServiceNow® Knowledge 2024
• Our Mission
• Social Responsibility

Guide: 5 Best Practices for HR Case Management with ServiceNow®

Downloadformular.

HR Management

Through our Human Resources Service Delivery (HRSD) services, we empower our clients to better align their strategic approach to a modern employee experience with a unified digital experience.

To HR Management

The Solution: HR Service Delivery with ServiceNow®

HR Service Delivery with ServiceNow® provides a consistent employee experience while improving productivity. With the Employee Service Center, ServiceNow® gives you all the applications you need to deliver the best experience for your employees in a single, modern, cross-channel portal.

With Case- and Knowledge-Management, you can standardise documentation, fulfil requests and resolve issues and questions in a single view. With Enterprise Onboarding and Transitions, you can deliver a great employee experience - starting with a smooth onboarding before. This way, you can increase the engagement and involvement of your employees.

To ServiceNow® HR Service Delivery

ServiceNow HR Employee Relations Case Management: Confidentiality, Quality, Security

Employee Relations (ER) is a vital subset of ServiceNow HRSD (Human Relations Service Delivery) that strives to promote strong employee engagement while handling the most sensitive and complex of employee interactions. These types of interactions can include: reports of misconduct, requests for special accommodations, altercations between employees, and other similar situations. Failure to manage these scenarios effectively can be disastrous, and litigious for the organization resulting in loss of reputation and monetary values. The careful and strategic handling of these cases offers an incredible opportunity for an organization to build a culture of trust, transparency, accountability, and continuous improvement. Organizations that foster this type of environment provide their employees with the confidence, support, and freedom to do their best work.

Why is confidentiality and trust so important in Employee Relations?

It may be tempting to look at Employee Relations as just another area within HR as you would with Benefits, Payroll, or Talent Management. However, it’s important to recognize that ER is not simply a division of HR that handles a certain category of requests. It is a very specialized area within HR that requires a strategic approach with the appropriate security, guidance, and resolution structure.

Consider some of the sensitive scenarios that are handled within ER:

• Requests for special accommodations related to physical and mental needs
• Harassment complaints
• Employee altercations
• Confidential complaints concerning management
• Reports of fraud, theft, waste, etc.…

Imagine the implications of the below scenarios:

• Protected Health Information (PHI) is included in a request for special accommodations, and those details are made available to individuals who are not authorized to access that information.
• An employee with a disability submits a request that is mishandled, resulting in a potential violation of the Americans with Disabilities Act (ADA).
• A harassment report is submitted, but the appropriate people are never notified, and no action is taken.
• A report is submitted regarding an altercation between employees, but the situation is not properly investigated or documented.
• Employee misconduct is reported, but the legal implications are not identified nor acted upon.
• HR agents do not have the visibility to track status, manage response times, or identify patterns related to ER requests/reports.

The reality is that any mishandling of these types of interactions involves significant risk and could be detrimental to both the employee experience and the organization’s success. Risks to the organization include injury to reputation, lawsuits or government fines, diminished employee engagement, and lack of trust. Strategic and responsive handling, however, builds the foundation required for a trusted and productive work environment.

Many companies value employee engagement, and it’s important to recognize that meaningful and productive engagement can only exist where there is a strong level of trust. Like any relationship, trust is a fundamental building block to the employee relationship, and it takes effort and intentionality. An organization that values its employees should have processes in place to ensure that employee interactions – especially those that involve sensitive information – are handled thoroughly and with appropriate levels of confidentiality and security.

ServiceNow Case Management and Employee Relations

A key feature within ServiceNow Human Resources Service Delivery (HRSD) is Case Management. HRSD Case Management provides the flexibility for HR Requests to be configured based on HR business needs. Employees can submit an HR request via the Employee Center. Once the Request is submitted a corresponding HR case is created utilizing the appropriate case template. The case is then routed to the appropriate group or agent for resolution.

ER Case Management behaves similarly to standard case management but is specifically designed to handle the complexities and confidentiality required in ER scenarios.

Features of ER Case Management

There are a several features that set ER cases apart from standard HR cases. These features are all interconnected and help to ensure a seamless, secure, and effective process for responding to cases.

HRSD Employee Relations appreciates the sensitive nature of ER cases and utilizes the below features to ensure that only the correct people have access to view and work the cases:

• Roles – ACL’s ensure that only agents with ER specific roles can view and/or update ER cases as needed
• Groups – ER groups are created with the appropriate roles to ensure that only the specified groups have access to cases on the ER case table
• ER Assignment Rules – ER cases can be auto-assigned to the appropriate group based on their category or type

Related Records

When an ER case is created, the HR agent assigned to the case can create a number of related records depending on the type of case created.

Related records can include Allegations, Involved Parties, Interviews, Evidence and Corrective Action.

These records help to document, and track vital details related to the case.

• Allegations: Used to provide additional details regarding the ER Case. Types of allegations can include Drugs and Alcohol, Harassment, Discrimination, etc… The associated Allegations record includes additional details such as a subtype and the individual who is the subject of the allegation.
• Involved Parties: Used to associate all individuals who are involved with the reported issue. The type of involved party can be categorized as the Complainant, Subject of Allegation, Witness, or Other . It’s important to note that the involved party does not have to be an internal user. If they are identified as “not in the system,” then it becomes mandatory to provide their name.
• Interviews: Interview records are associated with the ER case to record details related to any interview that took place during the investigation. Agents can use an Interview Template to easily capture consistent and accurate information related to a particular case type. Templates can be organized by categories with question tags to identify which questions should be asked of each involved party.

• Evidence: ServiceNow defines evidence as “any digital artifacts gathered as part of an investigation.” Evidence is categorized by its type and associated with the ER Case. The base system includes a number of evidence categories including Audio, Screenshots and Email , but additional categories can be created.
• Corrective Action: Identifies the type of Corrective Action required and the status of the action. The details also include the discussion date and all individuals present during the discussion. Types of Corrective Action may include Verbal Warning, Written Warning, Suspension, Termination.

Anonymous Report Center

As of ServiceNow’s San Diego release, the Anonymous Report Center (ARC) is available as a separate portal where employees can anonymously report concerns that deal with misconduct and sensitive information. The employee is logged out before submitting their request, so the resulting ER case is created with no reference to that user’s information. At the time of submission, employees receive identification numbers for their case, allowing them to check the status and communicate with investigators anonymously. This ServiceNow feature that works hand-in-hand with HRSD ER has the potential to drastically increase employee’s willingness to report concerns and situations that could be critical to the organization’s health and success.

Please view this diagram to see the full process for submitting a case through the ARC: 

Out of box dashboards are available to report on ER cases to help provide status and identify trends. Only users with the correct access can view the dashboard and underlying data.

Employee Relations Dashboard

This dashboard can be shared with agents who have access to work ER cases. Out of box, it includes four reports that are designed to provide statistics to help manage the ER case load.

• Employee Relations Case Volume by Month
• Employee Relations Case Volume by Allegation Type
• Employee Relations Case Volume by Location
• Employee Relations Case Volume by Department.

Executive Overview Dashboard

This dashboard is intended for an audience at the executive level. Those responsible for developing proactive strategies for improving ER processes can reference this dashboard to analyze historical trends and data comparisons. The below elements are included out of box:

• Executive overview : data on emerging trends
• Case analysis : ER case and SLA metrics useful for workload planning
• Investigation analysis : data trends useful for evaluation quality of service in ER investigations

When considering the effectiveness of your organization’s ER and whether it’s important to implement new strategies, it can be helpful to address the below questions:

• Do I have a process in place to collect employee requests involving sensitive data?
• Do my employees know how to submit ER requests?
• Is there a culture of trust where my employees have the confidence to report ER requests without fear of retaliation?
• Are employees confident that sensitive data will be protected when they submit ER requests?
• Are ER cases routed to and only accessible by the appropriate teams?
• Do ER agents have access to ER case data to manage cases and plan workloads?
• Do executives have access to ER case trends that enable them to proactively improve strategies?

Organizations that continuously work to improve employee experience and increase productivity should be focused on having effective answers to these questions. ServiceNow has addressed these questions and provided the processes, strategies and security needed to facilitate a strong Employee Relations team. Consider how these ER features can benefit your team, help build a culture of accountability and trust, and enable your organization to thrive.

Want to learn more about ServiceNow HR Employee Relations?

We've got just the webinar for you! In this live recording, our ServiceNow experts share all there is to know about the HR Employee Experience. View the Webinar Recording

You Might Also Like

An overview of the itil 4 workforce and talent management practice, cmdb: the case for services, how servicenow certifications can drive the mission of an organization, join our newsletter.

Sign up for the latest updates from Beyond20

OUR OFFICE LOCATIONS

Washington, dc, san diego, ca, like us on facebook, follow us on twitter, subscribe on youtube, connect on linkedin.

Email address*

Dont have an account? Register

Continue as guest

• ServiceNow Consulting Services
• ServiceNow IT Workflows
• ServiceNow Customer Workflows
• ServiceNow Employee Workflows
• Hyperautomation
• ServiceNow Implementation Services
• ServiceNow Integration Services
• ServiceNow Managed Services
• ServiceNow for Manufacturing Industry
• Digital Transformation In Banking
• Digital Transformation In Insurance
• Digital Transformation in Wealth & Asset Management
• Digital Transformation in Life Sciences
• Digital Transformation in Hospitals
• Digital Transformation for Payers
• Data Migration Utility
• 360 Degree Business Assessment
• ServiceNow Dx Support
• Service Automate
• Rome Release
• Case Studies
• News Events
• Infographic
• Thought Leadership

Handling Assignment Rules in ServiceNow

In ServiceNow, if one is looking for automatic assignments then he can rely on the instance’s ability to assign the tasks automatically to different users and groups depending on the specified conditions. In order to achieve this, ServiceNow has the following modules:

• Assignment Lookup Rules
• Assignment Rules

Assignment Lookup Rules:

This module appears under the ‘System Policy application’ menu. This table is basically generated out of the box as its definition is provided in the ‘Data Lookup Definition’ table in the instance, specifically for field assignments in the incident table. Assignment lookup rules mainly provide the functionality of changing any field value and not just the assignment fields.

Assignment Rules:

This module appears under the ‘System Policy application’ menu. It helps to automatically assign the tasks to a particular user or a particular group using the assigned_to and assignment_group fields respectively, depending on the specified set of conditions. One can define these assignment rules readily for their desired table.

Following are the steps for defining the assignment rule:

• Navigate to System Policy -> Assignment -> New

• From the above figure, one can see that the dot-walking can also be done in the condition builder field. Just select the ‘Show Related Fields’ option in the condition and then select the appropriate attribute.
• Further, in the ‘Assign To’ tab, select the appropriate user and group to whom the task is to be assigned.

If two assignment rules conflict, then the assignment rule with the lowest execution order runs first. The lower the execution order, the higher is the precedence.

Distinguishing Factors between the Data Lookup Rules and Assignment Rules:

Precedence among the assignment rule and business rule:.

In certain circumstances, the business rules gain precedence over the assignment rules.

The business rules and assignments rules run in the following order:

• All the ‘before record insert’ business rules having order less than 1000.
• First and foremost, assignment rule with lowest execution order and matching condition.
• All the ‘before record insert’ business rules having order more than 1000.
• All the ‘after record insert’ business rules.

We are pretty sure that this blog must have given an overview of dealing with Assignment Rules in ServiceNow.

Any comments\suggestions are most welcome. We have posted further blogs as well on other topics and will frequently come back with something innovative.

Share This Story, Choose Your Platform!

CIS-HR Mock Paper 1

This Quiz contains Multiple Choice Questions related to HRSD Application that will help you to pass Certified Implementation Specialist – HR (CIS-HR) certification.

Instructions:

Number of Questions: 45

Time Limit: 1 Hour 30 Minutes

Passing Marks: 70%

Which role is required to configure Advanced Work Assignment (AWA)?

Which role is required to add a user to an HR group?

Which role is required to assign scoped HR roles?

What role is required, at a minimum, to write confidential HR Profile data?

A business rule called that invokes matching rule logic.

By default, Matching rules provided by base system for each HR table and Task. (Select two).

What are the different ways to create an HR Catalog items? (Select two)

HR Profiles may be created for multiple employees using conditions and criteria in which module?

you can create an HR profile for multiple employees using conditions and criteria.

Which role is required to create multiple employees using “Generate HR Profile” module? (Select two)

When configuring a PDF Document Template, how does the system map from fields to ServiceNow fields?

If a Lifecycle Event has many activities such as approvals, tasks and they must be completed in a specific order. Which of these is the best method to use to ensure the activities are triggered in the appropriate order?

An HR Service can be associated with

What criteria will the assignment and matching rules evaluate to automatically assign the case? (Choose three)

____________  is an alternative to using HR Templates, HR Assignment rules, and HR Matching rules.

What are the different approaches to automatically assign HR Case? (Select three)

If you want to access HR Services on the Employee Service Center? What field must be completed on the HR Service?

You are implementing HR Enterprise for a customer. In UAT, they discovered that they get an error message about a Read operation from the HR scope to the Global scope being denied. You have verified that each Script Include was written correctly.

What else must be done to allow the Script Includes to work in the HR application?

Which Service Portal configuration option is used to customize the logo, theme, and title of the HR Service Portal?

You are working on some Integration and you need some fields to be editable on HR Profile. How can you define which HR Profile fields can be edited in the ServiceNow instance?

The Plugin to activate Scoped Application Restricted Caller Access

How can you associate HR Template with an HR Service?

When a Guided Setup task is marked as complete, how can it be reopened?

What role is required, at a minimum, to view/read confidential HR Profile data?

Topic Category is used to

What type of information does the HR Profile contain?

Which minimum role is required to make changes to any HR Properties?

In the HR Guided Setup Module, the Configuration View displays which of the following for a Category? (Choose three.)

Which field on the HR Service record defines which HR Catalog item is associated with the HR Service?

Skills can be assigned to:

If a new hire decides not to join the company or a job offer is revoked, which of these is the best method to use to reverse work already performed as part of Lifecycle Event?

When creating a PDF Document template, the Document revision field must be completed. How does the system determine which documents are available to be selected for this field?

What are the different views of HR Guided Setup? (Choose three)

If an HR admin needs to develop application code for the HR Application. Which role is required?

Which additional role is required for an HR admin [sn_hr_core.admin] to remove users from groups?

Each COEs extend which table:

If you submit a “Bulk HR Case Request”, By default, when HR cases will get created?

Which of the following are true for an HR application as it relates to the User [sys_user] Table and the HR Profile [sn_hr_core.profile] Table?

A graphical Interface to create survey categories and questions, configure the details, and publish the survey to specific users or groups.

How can you include a new HR Knowledge base in the knowledge results section on the HR Case form?

The HR Case [sn_hr_core_case] table is an extension of

How HR case form can be auto populated with field values?

What are the options available for Caller Restriction field? (Select two)

Which plugin is used by Matching rules?

The HR Profile table is used to track information for what Employment types? (Choose three.)

Pre-defined client roles in HRSD. (Choose two)

Your score is

ServiceNow 13.25.0 Release Notes

Release 13.25.0 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on May 22, 2024.

Service Portal & Request Catalog

• Removed the single-line option for collecting Project and Task numbers. The multi-line option is now used for all requests. Other related questions have been removed from the form as well.
• Consolidated several questions related to the recipient for simplicity. There is now a checkbox option to indicate if the request is being submitted for a future employee TBD or if the employee's account is not ready yet. If selected, it becomes Field Support's responsibility to identify the new assignee as part of their fulfillment process.
• Created a new order guide for Computer Hardware change requests for Field Support customers. This form allows customers to submit requests to reassign computers, monitors, docking stations, printers, and other desktop hardware from one person to another, or to deploy from existing stock.

HR Service Delivery

• Added logic for HR cases to set Action Status to Customer Response Needed if Additional Comments were filled in, and Agent Response Needed if only Work Notes were filled in. 
• Fixed an issue where transferring HR cases with HTML tags to CSM cases would cause those tags to show up in the description of the CSM case.  
• Added new ACL for HR Agents to view Salary data.
• Replicated the "Assignment Group Change" metric for HR cases.

Case Management

• Fixed an issue with certain accounts getting deactivated.