04/02/2018. Jakarta Human Resources application

Transcription

1 04/02/2018 Human Resources application

2

3 Contents Contents... 4 Scoped...4 Case and Knowledge Management... 5 Employee Service Center Enterprise Onboarding and Transitions HR Performance Analytics Scoped HR Integrations Scoped Non-Scoped HR Service Management Non-Scoped HR Service Portal Non-Scoped HR Performance Analytics Non-Scoped HR Workday Integration Non-Scoped Migration from Non-Scoped to Scoped HR Activate HR Migration Migrate HR data to scoped Migrate HR roles to scoped Index All rights reserved. iii

4 The application improves the employee service experience by automating HR interactions and providing a single platform for all HR services. It is available in two versions: Scoped on page 4 The scoped version of was introduced in Istanbul. Scoping encapsulates HR data so that HR administrators can protect sensitive information and prevent interference from outside users and applications. All future development of new features and functionality will be made to the scoped version. Non-Scoped on page 235 The non-scoped version of is only available for customers that went live with HR in Helsinki or earlier. Beginning with Istanbul, new features and functionality are no longer supported and require migration to the scoped version of HR. To facilitate the migration from non-scoped to scoped HR, the following tool is available: Migration from Non-Scoped to Scoped HR on page The HR Migration tool assists customers migrating 396 from the non-scoped to the scoped version of HR Service Delivery. You can migrate your HR data (tables and their corresponding columns and choice lists) and roles. Scoped Welcome to the scoped version of. You can deploy one or more of the following: Case and Knowledge Management on page 5 Case and Knowledge Management allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests. Employee Service Center on page 152 Employee Service Center provides a single place for employees to quickly and easily get all the HR services they need. Enterprise Onboarding and Transitions on page 170 Enterprise Onboarding and Transitions allows you to easily set up and manage lifecycle events such as employee onboarding, offboarding, relocation, leaves of absence, and other processes that span across multiple departments on a single service delivery platform. You can also deploy any of the following supporting applications: HR Performance Analytics Scoped on page 206 measures key performance indicators to track HR performance over time. It requires a separate premium subscription to the Performance Analytics application All rights reserved. 4

5 HR Integrations Scoped on page 208 allows you to integrate the scoped version of HR Service Delivery with HR management systems such as Workday and other third-party HR services that use SOAP APIs. Case and Knowledge Management The Case and Knowledge Management application allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests in the scoped version of HR. Explore Set up Administer release notes Upgrade to Activate Case and Knowledge Management on page 5 HR Administration on page 73 Use Develop Integrate HR Case Management on page 29 HR Profile on page 54 HR Dashboards & Reports on page 140 Developer training Developer documentation Installed with Case and Knowledge Management on page 6 HR Performance Analytics Scoped on page 206 HR Integrations Scoped on page 208 Troubleshoot and get help Ask or answer questions in the community Search the HI Knowledge Base for known error articles Contact Support Activate Case and Knowledge Management You can activate Human Resources Scoped App: Core [com.sn_hr_core] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Scoped App: Core allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests. It activates these related plugins if they are not already active. Table 1: Plugins for Human Resources Scoped App: Core Plugin Human Resources Scoped App: Security Provides HR security. [com.snc.hr.scoped_security] All rights reserved. 5

6 Plugin Human Resources Scoped App: Integrations Provides HR Integrations. [com.sn_hr_integrations] Navigate to System Definition > Plugins. Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin). Optional: If available, select the Load demo data check box. Some plugins include demo data Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Installed with Case and Knowledge Management Several types of components are installed with Case and Knowledge Management. Tables installed with Case and Knowledge Management Human Resources Scoped App: Core plugin adds the following tables. Table HR Beneficiary Subject tables (HR services). [sn_hr_core_beneficiary] HR Benefit Subject tables (HR services). [sn_hr_core_benefit] HR Benefit Plan Providers for benefits. [sn_hr_core_benefit_provider] HR Benefit Type Types of benefits. [sn_hr_core_benefit_type] HR Case [sn_hr_core_case] HR Condition [sn_hr_core_condition] HR Conditions for Criteria [sn_hr_core_m2m_condition_criteria] Base table for HR cases. The details of a submitted HR case. Details of HR conditions used as filters for any HR table. Details of HR conditions used as filters for HR Criteria All rights reserved. 6

7 Table HR Contact Basic contact information for HR contacts (relating to an HR profile). [sn_hr_core_contact] HR Criteria [sn_hr_core_criteria] HR Criteria for Links Details of HR criteria used to define audiences for HR content. M2M between HR links and template lookup. [sn_hr_core_m2m_link_template] HR Disability Benefit Subject table (disability benefit). [sn_hr_core_disability_benefit] HR Disciplinary Issue Type Types of employee performance issues. [sn_hr_core_disciplinary_issue_type] HR Disciplinary Warning Type Types of employee performance warnings. [sn_hr_core_disciplinary_warning_type] HR Document Acknowledgement Stores document acknowledgement instances. [sn_hr_core_document_acknowledgement] HR Document Template [sn_hr_core_document_template] HR Document Type [sn_hr_core_document_type] Stores the PDF templates for services that generate letters. Details of document type for HR document templates. HR Employee Relations Case Employment Verification Letter Details of an employee relations case. [sn_hr_core_case_relations] HR Health Benefit Subject table (benefit). [sn_hr_core_health_benefit] HR Insurance Benefit Subject table (insurance benefits). [sn_hr_core_insurance_benefit] HR Lifecycle Events Case Details of a submitted Lifecycle event case. [sn_hr_le_case] Account Notification Request Onboarding Extends the HR Case [sn_hr_core_case] table. Lifecycle Event Type [sn_hr_le_type] Lifecycle Event Types are a way to organize activity sets and activities together. Lifecycle Event Types are used as a container for activity sets and activities. Lifecycle Event Types are also associated with an HR Service All rights reserved. 7

8 Table HR Operations Report Subject table (reports). [sn_hr_core_op_report] HR Operations Report Frequency [sn_hr_core_op_report_frequency] HR Operations Report Type HR operational report frequencies (monthly, weekly, and others). Type of HR report requested. [sn_hr_core_op_report_type] HR Operations System [sn_hr_core_op_system] HR Operations System to Report Type Operations system for a report (payroll, HR, and others). Type of HR report by system. [sn_hr_core_op_system_to_report_type] HR Payroll Case Payroll HR cases. [sn_hr_core_case_payroll] HR PDF Template Details of HR.pdf document templates. [sn_hr_core_pdf_template] Employment verification letters Offer letter Sample education agreement Extends HR Document Template. HR Portal Content [sn_hr_core_link] Details of content that displays on the HR Service Portal. HR Profile Holiday Calendars Links to information about the company, executive team, product documentation, suggested reading, community, blogs, and more. Videos, tutorials Subject table (profile). [sn_hr_core_profile] HR Retirement Benefit Subject table (retirement benefit). [sn_hr_core_retirement_benefit] HR Service Details of HR Services offered to employees. [sn_hr_core_service] HR Service Approval Option [sn_hr_core_service_approval_option] HR Service Option [sn_hr_core_service_option] All rights reserved. 8

9 Table HR Talent Management Case Details of a submitted Talent Management case. [sn_hr_core_case_talent_management] HR Task The base table for HR tasks. The details of a task associated with a particular HR case. [sn_hr_core_task] HR Template [sn_hr_core_template] Candidate offer Employee travel visa request Request background check Request drug screen Work visa transfer request Details of hr templates used to populate fields automatically for HR cases. Extends Template table [sys_template]. HR Tier Escalation [sn_hr_core_tier_definition] HR Total Rewards Case Details of the HR groups used for case escalation. Total Rewards/Benefits based HR cases. [sn_hr_core_case_total_rewards] HR Visa Category [sn_hr_core_visa_category] HR Workday Department Interface Type of travel visa. The base system provides business and work visa categories. Workday interface table for departments. [sn_hr_wday_cmn_department_int] HR Workday DS Interface Workday interface for worker data. [sn_hr_wday_data_import] HR Workday ID Cross Reference Maps Workday and primary keys. [sn_hr_wday_id_cross_reference] HR Workday Job Profiles Interface Workday interface table for job profile. [sn_hr_wday_job_profile_int] HR Workday Job Tracker [sn_hr_wday_job_tracker] HR Workday Locations Interface Tracks the workday sync jobs. When a run starts, a record is inserted in this table and updated at the end of the sync. The update includes the last run date and time and sync end date and time. Workday interface table for location. [sn_hr_wday_cmn_location_int] HR Workforce Administration Case [sn_hr_core_case_workforce_admin] Details of Workforce Administration case such as personal information change requests, employment verification letter requests, onboarding tasks, and offboarding tasks All rights reserved. 9

10 Table HRIT Operations Case Details of a submitted Operation and HRIT cases. [sn_hr_core_case_operations] HR Account Access Request HR Accounts Inquiry HR Portal Support Request Password Reset Report Inquiry Report Request Setup New Hire HR Profile Extends the HR Case [sn_hr_core_case] table. Bank Account Details of bank account for direct deposit. [sn_hr_core_profile_bank_account] Activity Set [sn_hr_le_activity set] Activity [sn_hr_le_activity] Activity Field Mapping [sn_hr_le_activity_field_mapping] Details of activity sets and activities that make up Lifecycle Events. Details of activities that are part of an activity set and together make up a Lifecycle Event. Details of an activity field mappings that pass information from the parent lifecycle event case to an activity. Activity Status [sn_hr_le_activity_status] Activity Set Context [sn_hr_le_activity_set_context] Client Role Rule Details of mapping conditions to client roles. [sn_hr_core_client_role_rule] CMDB HR Case Product Model [cmdb_hr_case_product_model] Compensation The product models used for HR case record producers. Details on compensation for an employee. [sn_hr_core_compensation] Compensation Bonus [sn_hr_core_bonus] Details on the type, percentage, and amount of bonus for an employee. Extends the Compensation [sn_hr_core_compensation] table All rights reserved. 10

11 Table Compensation Salary Details of the salary and currency for an employee. [sn_hr_core_salary] Extends Compensation [sn_hr_core_compensation] table. Compensation Stocks [sn_hr_core_stocks] Direct Deposit Details on amount, vesting schedule and dates, and quantity of stock for an employee. Direct deposit information for an employee. [sn_hr_core_direct_deposit] Fulfiller Activity Configuration [sn_hr_le_fulfiller_activity_config] Fulfiller Activity Configuration Mapping [sn_hr_le_fulfiller_activity_config_mapping] Job Profile Details on Lifecycle Event Activities assigned and completed by a fulfiller. Details on information from Lifecycle Events Case Table passed to another table. Job profile description. [sn_hr_core_job_profile] Lifecycle Event Type [sn_hr_le_type] Details of Lifecycle Event Types that are used to contain bundles and activities. Matching Roles [sn_hr_core_matching_roles] Ordered Task [sn_hr_core_service_template] PDF Template Mapping [sn_hr_core_pdf_template_mapping] Position Job position information. [sn_hr_core_position] Relationship [sn_hr_core_relationship] Signature Image Contains images of captured signatures. [signature_image] Topic Category [sn_hr_core_topic_category] Topic Detail [sn_hr_core_topic_detail] Details of topic categories used primarily to group common HR services and topic details for reporting purposes. Details of topic details that provide a more granular level of categorization for reporting purposes All rights reserved. 11

12 Table Tuition Reimbursement Subject table (tuition reimbursement) [sn_hr_core_tuition_reimbursement] Who is covered Collects information on people covered by benefits of an employee. [sn_hr_core_who_is_covered] Roles installed with Case and Knowledge Management Human Resources Scoped App: Core plugin adds the following roles. Role title [name] HR system administrator Full control over all human resources data and can administer territories and skills. User groups can replace this role. sn_hr_core.manager assignment_rule_admin knowledge_manager sn_hr_sp.employee sn_hr_sp.hrsp_employee sn_hr_wday.workday_integration skill_admin template_editor_global catalog_admin approval_admin survey_admin Can create, update, and delete HR cases and follow up on cases they created. document_management_user sn_hr_core.case_writer sn_hr_core.kb_writer sn_hr_core.profile_writer skill_user survey_reader Can read HR cases and follow up on cases they created. sn_hr_core.profile_reader Can create and update HR cases. sn_hr_core.case_reader sn_hr_integrations.user None None sn_hr_core.admin HR agent sn_hr_core.basic User groups can replace this role. HR case reviewer sn_hr_core.case_reader HR case worker sn_hr_core.case_writer HR integrations admin Contains Roles [sn_hr_integrations.admin] HR integrations user [sn_hr_integrations.user] HR knowledge article writer sn_hr_core.kb_writer Can create and update HR knowledge articles All rights reserved. 12

13 Role title [name] Contains Roles HR manager Full control over all HR functions. sn_hr_core.manager User groups can replace this role. HR migration admin sn_hr_migration.admin HR profile reviewer sn_hr_core.basic sn_hr_core.secure_info writer approver_user catalog catalog_admin skill_admin survey_admin Full control of the HR Data Migration functions. sn_hr_core.admin Can read HR profiles. None Read and write basic HR profile information. sn_hr_core.profile_reader Read all HR case and user information including sensitive information (SSN, paycheck, and similar information). sn_hr_core.profile_reader Can create, update, and delete HR position records. sn_hr_core.secure_info_reader sn_hr_core.profile_writer sn_hr_core.profile_reader HR profile writer sn_hr_core.profile_writer HR secure information reader sn_hr_core.secure_info_reader HR position specialist sn_hr_core.secure_info_writer Can create and update HR profiles. Read and write all HR case and user information including sensitive information (SSN, paycheck, and similar information). HR Service Portal admin [sn_hr_sp.admin] Allows a delegated developer access to development areas like widget creation for the HR Service Delivery portal. None Can assign Service Delivery portal roles. Can turn on Scoped Admin for Service Delivery portal in sys_app. Can access the HR Service Delivery portal All rights reserved. 13

14 Role title [name] Contains Roles HR Service Portal Alumni Role assigned when employment status is offboarding or previous employee. sn_hr_core.hrsm_alumni sn_hr_sp.hrsp_alumni Can access the HR Service Delivery portal. HR Service Portal Employee Alumni sn_hr_core.hrsp_alumni Role assigned when employment status is offboarding or previous employee. Can access the HR Service Delivery portal. HR Service Portal Contingent employee sn_hr_sp.hrsp_contingent Role assigned to employee with a fixed term contract. sn_hr_core.hrsm_contingent Can access the HR Service Delivery portal. New Hire sn_hr_core.hrsp_new_hire Role assigned to employee when hired and being onboarded. Can access the HR Service Delivery portal. HR Service Portal Contractor sn_hr_sp.hrsp_contractor Role is assigned when employment status is employed and type temporary. sn_hr_core.hrsm_contractor Can access the HR Service Delivery portal. HR Service Portal Employee sn_hr_sp.hrsp_employee Role assigned when employee type is permanent. sn_hr_core.hrsm_employee Can access the HR Service Delivery portal. Contractor sn_hr_core.hrsm_contractor Role is assigned when employment status is employed and type temporary. For customers that do not use the HR Service Portal All rights reserved. 14

15 Role title [name] HR Employee Role assigned a regular employee that can request HR services. sn_hr_core.hrsm_employee Contains Roles For customers that do not use the HR Service Delivery portal. HR Employee Alumni sn_hr_core.hrsm_alumni Role assigned when employment status is offboarding or previous employee. For customers that do not use the HR Service Delivery portal. Contingent Employee sn_hr_core.hrsm_contingent Role assigned to employee with a fixed term contract. For customers that do not use the HR Service Delivery portal. Contractor sn_hr_core.hrsm_contractor Role is assigned when employment status is employed and type temporary. For customers that do not use the HR Service Delivery portal. New Hire sn_hr_core.hrsm_new_hire Role assigned when employee is hired. For customers that do not use the HR Service Delivery portal. HR Service Portal New Hire sn_hr_sp.hrsp_new_hire Role assigned when employee is hired. sn_hr_core.hrsm_new_hire Can access the HR Service Delivery portal. New Hire sn_hr_core.hrsm_new_hire Role assigned when employee is hired. For customers that do not use the HR Service Delivery portal All rights reserved. 15

16 Role title [name] Contains Roles Workday Integration Role A Workday integration specialist. Has access to the Workday integration module and can set integration properties. Also, has access to the Job Status module that lists Job Trackers. sn_hr_core.workday_integration None User groups installed with Case and Knowledge Management Human Resources Scoped App: Core plugin adds the following user groups. User group HR Parent to other HR groups. It grants the HR manager role, and its child groups inherit the HR manager role. HR Admin Group members can perform all functions within HR. HR Benefits Group members administer HR benefits. Inherits the HR manager role. HR Employee Relations Group members administer employee relations. HR Investigations Group members investigate HR cases. Inherits the HR manager role. HR Leadership Group members manage HR teams. Inherits the HR manager role. HR Payroll Group members administer HR payroll. Inherits the HR manager role. HR Recruiting Group members perform recruiting and hiring activities. HR Systems Group members grant system access, perform system password resets, create system reports, and provide HR Service Portal HR Tier 1 Group members have wide range of HR skills. HR Tier 2 Group members have specific range of HR skills. HR Tier 3 Group members are experts in specific HR skills. HR VIP Watchlist Members of this group are added to the watchlist of HR cases for VIP users. No roles are granted. Script includes installed with Case and Knowledge Management Human Resources Scoped App: Core adds the following script includes. Script include GeneralHRForm Generates employment verification letter from personal information in the HR profile All rights reserved. 16

17 Script include hr Container for commonly used values. HRBenefitTables HR Benefit table choice HrRoleManagement HRSecurityUtils Contains various utility functions for the Human Resources App Scoped Security Plugin. HRUserAuthentication hr_assignmentutil Assigns groups and/or agents to HR cases and tasks hr_case Wrapper class for HR Case records. hr_caseajax Wrapper class for HR Case Ajax requests. hr_casehierarchyutils Utilities for showing HR services based on provided topic deail, topic detail, or COE. hr_caseutils Utilities to populate a case from a record producer. hr_configuration Utilities for getting HR property settings. hr_constants List of constants used in the State field of the HR case and HR task. hr_coreutils Core HR utility functions. hr_createprofilesajaxprocessor Handles creating HR profiles via the Generate HR Profiles module. hr_criteria Utility for evaluating HR criteria and underlying conditions hr_filters Filters for groups. hr_login_authenticator hr_mysubjectstats hr_payroll Utilities for payroll functionality. hr_producerutils Utilities for displaying data on catalog and portal. hr_profile Handles HR profile records. hr_scconfig Container for commonly used values needed by the service catalog manager plugin. hr_servicesutil Utilities for creating HR cases from an HR service. hr_sysuser Handler for HR functionality on sys_user records. hr_task Wrapper class for HR Task. hr_templateutils Utilities related to applying templates. hr_usertoprofilemigration Helps create HR profiles from the Users table All rights reserved. 17

18 Script include hr_utils Generic functionality for the HR application. Client scripts installed with Case and Knowledge Management Human Resources Scoped App: Core adds the following client scripts. Client script Table Reset priority on opened_for change HR Case Adjusts HR case priority based on whether the user is a VIP. Auto populate fields HR Case [hr_case] Automatically sets location and department fields in HR cases, based on details from the user associated with that record. [hr_case] Populate profile and assignment group HR Case Custom Knowledge Search HR Case Populates the Assignment Group and HR profile fields (if the Opened for user has an HR profile) in an HR case. [hr_case] Custom knowledge search in the HR case form view. [hr_case] End date must be after start date HR Employment History Enforce unique user HR Profile Validates that the employment end date is not before the employment start date. [hr_employment_history] Prevents creating a profile when the selected user already has an HR profile. [hr_profile] Hide Record Producer variables HR Case Hides record producer variables which would otherwise be displayed in the HR case form view. [hr_case] Highlight VIP employee HR Case Formats an HR case for a VIP user in the HR case list. [hr_case] Populate Category using template HR Case Populate fields using sys_user HR Profile Populates the category based on the selected HR template. [hr_case] Updates fields in a new HR profile record when an existing user is selected. [hr_profile] Populate HR profile onchange HR Case Updates the HR profile fields in an HR case automatically when the Opened for user is changed. [hr_case] Populate Opened for field onchange HR Case Updates the Opened for field when a profile is added to an HR case. [hr_case] All rights reserved. 18

19 Client script Table Populate template using category HR Case Populates the template on an HR case when a category is changed. Start date must be before end date HR Employment History Field Access [onload] hr_profile Sets HR Profile fields to read only if the user does not have the hr_case_writer role. update manager when department changes hr_case When the Department field is updated, set the Manager field if the case is an Onboarding case. Set Category hr_document_template Sets the default value for the Category field to Employment Verification. Clear task on change of user hr_document_acknowledgement If the user in the referenced task is changed, disassociate the document acknowledgement. EnforceFields hr_case Ensures that the form cannot be submitted unless the mandatory fields are completed. Populate Department from Position hr_case If the case is Onboarding, set the Department field when the Position field is updated. Validate Address on submit hr_emergency_contact Ensures that the address is valid when the form is submitted. Make Ack Type mandatory in HR Task. hr_task Make the Acknowledgement type field mandatory when assigned to an Opened for user on the HR case. User field is only writable for hr_admin hr_profile User field on the hr_profile form is read-only for all the users except for hr_admin users. [hr_case] Validates that the employment start date is not after the employment end date. [hr_employment_history] Business rules installed with Case and Knowledge Management Human Resources Scoped App: Core adds the following business rules All rights reserved. 19

20 Business rule Table Assigned HR Case [hr_case] Invokes the state flow process for HR cases. HR Task [hr_task] Invokes the state flow process for HR tasks. HR Case [hr_case] Loads the HR case types and associated categories and maps the template to the case type. Add HR Supervisor to watch list HR Case [hr_case] Adds members of the HR VIP Watchlist group to an HR case when the user is a VIP. #Add User Acceptance State HR Case [hr_case] Places an HR case into Waiting for user acceptance state. #Auto-assessment business rule HR Case [hr_case] Triggers an HR survey when the case is closed or canceled. Auto Assign HR task [hr_task] Checks skills, country, and group requirements for task assigned to the HR case agent. If no match, perform same check for the HR case. If no match, check for skills only. #Clear durations HR Case [hr_case] Clears the Duration value on hr_case records when the case is reactivated (when Active changes to true on a record inserted or updated). Close HR task HR task [hr_task] Closes the HR task that was created to request documentation from an employee when the employee replies to the and attaches the file. #Ready for work (approval off) Ready for approval Ready for work (approval on) #Start work #Cancellation Accept Assigned #Cancel cleanup Ready for work Reassign Resume HR case Start work Add categories to scratchpad All rights reserved. 20

21 Business rule Table Display action required HR Case [hr_case] Displays HR has requested some actions on your part message. Display Ready for Work message HR Case [hr_case] Displays a message if the HR case is in draft state instructing the agent to start work. Display reminding message on HR case HR Case [hr_case] Checks the access level of the current user and displays appropriate information in the HR case. If the admin is impersonating a user, display a message that they are not allowed access. Enforce unique user HR Profile [hr_profile] Ensures that a duplicate HR profile is not entered for a user. Exit survey trigger HR Task [hr_task] Sends a link to the exit survey when the exit survey task state changes to Work in Progress. Notify HR Case owner when all task close HR Task [hr_task] Sends a notification to the HR case assigned-to agent when all HR tasks are complete. Populate case SLAs Task SLA [task_sla] Inserts a Service Level Agreement timer when an HR case is active. Reassignment counter for Case HR Case [hr_case] Counts the number of times the case is reassigned. Remove HR Supervisor from watch list HR Case [hr_case] Removes HR VIP Watchlist group members from an HR case when the user is no longer a VIP. Restrict query HR Case [hr_case] Amends the query used to get HR case records to display in list view. Restrict query HR Task [hr_task] Amends the query used to get HR task records to display in list view. Restrict query Emergency Contact [hr_emergency_contact] Amends the query used to get records to display in list view. Restrict query Employment History [hr_employment_history] Amends the query used to get records to display in list view. Send hr_case events HR Case [hr_case] Adds events to the event queue when records are inserted or updated All rights reserved. 21

22 Business rule Table Set HR mailto System properties [sys_properties] Sets the address specified in the Configuration module when the user selects HR on the HR Portal. Set user fields HR Case [hr_case] Sets the Opened for value on an hr_case record when the record is inserted or updated. Start HR User Acceptance timer HR Case [hr_case] Starts the timer when an HR case is resolved. The user is notified to accept the resolution and close the case. With no user response, the case is automatically closed when the time ends. #Synchronize fields to hr_profile User [sys_user] Synchronizes fields between associated hr_profile and sys_user records on update of the sys_user record. #Synchronize fields to sys_user HR Profile [hr_profile] Synchronizes fields between associated sys_user and hr_profile records on update of the hr_profile record. Update durations HR Case [hr_case] Sets the Duration value on hr_case records when the case becomes inactive (when Active changes to false on record inserted or updated). #Update HR Case percent complete Task [task] Updates the task percent complete for an HR case based on the state of associated HR tasks. Update hr_case when hr_task changes HR Task [hr_task] Updates Additional comments and Work notes fields on the associated hr_case record when an hr_task record is created or updated. Update name field HR Profile [hr_profile] Updates the Name value on an hr_profile record if the First name or Last name value changes when a record is inserted or updated. #Validate end date is after start date HR Profile [hr_profile] Validates that Employment end date is after Employment start date when any of the two values changes when an hr_profile record is inserted or updated All rights reserved. 22

23 Business rule Table #Validate opened_for against hr_profile HR Case [hr_case] Updates the Opened for value on hr_case records when State is not Requested and the record is updated. ValidateChanges HR Task [hr_task] Ensures that changes are valid. #Verify Work Notes HR Case [hr_case] Requires that work notes are entered when the HR case state changes. #Verify Work Notes HR Task [hr_task] Requires that work notes are entered when the HR task state changes. notifications installed with Case and Knowledge Management Human Resources Scoped App: Core uses the following notifications. All are based on the HR Case [hr_case] table. Script action HR Case opened Sends an to the caller and the user who enters the case when Active is true on record inserted. HR Case created from Sends an to the sender when an HR case is created from an inbound action. HR Case assigned to me Sends an to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Case assigned to my group Sends an to the assignment group members when Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Case commented Sends an to the creator, the caller, the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Case resumed Sends an to the assigned user when an HR task is closed complete and the HR case is automatically resumed. HR Case changed Sends an to the sender and the assigned user or group when the state, assignee, assignment group, or work notes are changed in an HR case All rights reserved. 23

24 Script action HR Case worknotes Sends an to the assigned user when Active is true AND Assigned to is not empty AND Work notes changes AND On record updated. HR Case closed Sends an to the creator, the caller, the assigned user, and members of the watchlist when Active is false AND On record updated. HR Company welcome Sends an to the HR profile manager on an event fired by the Employee Onboarding HR Workflow. HR Task assigned to me Sends an to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Task assigned to my group Sends an to the assignment group members when Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Task commented Sends an to the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Task closed Sends an to the user assigned to the HR case when Active is false AND On record updated. HR Task changed Sends an to the event creator and the users defined in event parms 1 and 2 when the hr.task.changed event is fired. HR Employment Verification Sends an to the third party who requested the employment verification letter. Events installed with Case and Knowledge Management Human Resources Scoped App: Core registers the following events. Event hrc.case.resume Triggers when an HR task is closed and the HR case is resumed. hrc.request.changed Triggers when the state, assignee, assignment group, and work notes are changed. hrc.request. .creation Triggers when a request is inserted from an . hrc.task.changed Triggers when the state, assignee, assignment group, and work notes are changed All rights reserved. 24

25 Event hrc.task.closed Triggers when a task is closed complete, but the parent case is not resumed and one or more tasks are still pending. hr_case.approved Triggers on approval of an HR case. hr_case.assignment_group.changed Triggers when the assignment group is changed. hr_case.commented Triggers when a comment is added to an HR case. hr_case.emp_verification Triggers from a UI action for employment verification to send the employment verification to the person who requested it. hr_case.inserted Triggers on insertion of an HR case. hr_case.inserted.assigned Triggers on insertion and auto-assignment of an HR case. hr_case.inserted.unassigned Triggers on insertion of an HR case that is not auto-assigned. hr_case.updated Triggers when an HR case is updated. hr_case.welcome_ Triggers on insertion of an onboarding case to send the welcome for a new employee. HR skills installed with Case and Knowledge Management Human Resources Scoped App: Core adds the following HR skills. HR skill Employee Career Provides guidance about the career path for employees. Employee Relations Assists employees with employee relations cases. Employee Transfer Manages process for transferring employees to ensure that all tasks are completed. Exit Interviews Interviews offboarding employees to ensure compliance and collect feedback. Global Mobility Manages processes related to employee visa requests and work visa transfer requests. Hiring Manages processes, such as personnel requisitions, for the hiring of new employees. HR Is contained within all HR skills. HR Benefits Assists employees with benefits cases. HR Policy Assists employees with questions about company policies. HR Systems Manages HR systems, such as payroll, learning management system, and employee database All rights reserved. 25

26 HR skill Leave of Absence Assists employees to schedule leaves of absence, such as maternity leave. Payroll Assists employees with payroll questions and issues. Spanish Language Speaks Spanish, and can act as a translator when needed. Talent Management Manages processes related to visa and visa transfer requests, background checks, and drug screening requests. Time Tracking Assists employees with timecard questions. Vacation/Leave Assists employees with vacation or leave questions. Workday Manages the Workday system and supports integration. HR catalog items installed with HR Service Portal Human Resources Scoped App: Service Portal adds the following HR catalog items. HR catalog item 401(k) benefits Submit a question about 401(k) benefits. For example: How much can I contribute? or When do withdrawals start? Employee relations questions Submit a question about employee relations. For example: My office mate talks too loudly on the phone all day long. Employment verification Submit a request to have an employment verification letter generated and sent to a thirdparty contact, such as a bank loan officer. Variables include the name of the institution, contact name and info, and address. General Submit a question about benefits that are not covered by the other catalog items. For example: Does the company have a discount program? Medical/dental/vision Submit a question about your health coverages, such as what you to cover your domestic partner. Payroll Submit a question about payroll. For example: How do I change my W2 deductions? Retirement Submit a question about retirement benefits and options, such as how many years must you have with the company to qualify for retirement All rights reserved. 26

27 HR catalog item Tuition Submit a request for tuition reimbursement following your company guidelines. Variables include the educational institution, class taken, completion date, and the tuition amount. Understanding Case and Knowledge Management Case and Knowledge Management benefits your enterprise by automating standard HR processes within your organization that support relationships between employees and the HR department. Who uses Case and Knowledge Management? Case and Knowledge Management is used by the enterprise HR department. An enterprise HR department is composed of many areas, such as employee relations, benefits administration, policy enforcement, recruitment and employment, and performance management. The members of a large HR organization typically include: HR specialists who specialize in one or more HR disciplines. For example, the benefits area has specialists in insurance administration, leave and vacation time, and employee stock purchase. HR generalists who work with a business group or in a geographical region to assist employees with questions, careers, performance management, and other employee relations requests. HR managers who monitor and measure the effectiveness of the HR group in supporting employees across the organization. They also ensure that the enterprise is compliant with federal, state, and local regulations. HR systems administrators who configure and maintain systems such as the central employee database, payroll, learning and performance management system, and others, including the Human Resources application. How do you use Case and Knowledge Management? Case and Knowledge Management enhances and supports your enterprise. The relationships between your employees, IT, and the HR department are supported in numerous ways: Employees can use the Employee Service Center on page 152 to submit questions and other requests to the HR department. If you use the Connect Support feature, employees can chat with an HR agent who is monitoring the HR chat queue. See Connect Support. HR staff can create, manage, and view HR cases to answer questions and process the requests that employees submit. HR managers can run reports and view overview information to monitor and manage work done by the HR department. HR and corporate IT administrators can more effectively manage the company HR systems, such as the payroll and performance management systems, through the Enterprise Configuration Management Database (ECMDB) All rights reserved. 27

28 How do you benefit from Case and Knowledge Management? Your entire organization benefits by using the application in the following ways: Automates standard HR processes Several typical HR processes are automated. This automation reduces the number of checklists, exchanges, and phone calls performed by the HR team. Improves employee access Employees access HR services through a service catalog, rather than having to write individual s, make phone calls, or personally visit HR for each request. Tracks requests and progress HR managers use reports and views to help them understand the work their staff is performing to support the company. Employees can see the status of their requests. Integrates with other services Human resources processes can include both HR tasks and tasks for other teams, to provide significant service delivery improvements. Case and Knowledge Management terminology The following terminology is used for the application. Term Definition HR Criteria Way to select groupings of HR and System users based on criteria HR Services List of HR Services HR Topic Categories List of HR Service Topic Categories HR Relationships User relationships with each other HR Positions Positions available in company table HR Assignment Tier Definition Specifies escalation hierarchy HR Group Roles List of groups that have HR group roles HR Scripts List of all HR scripts HR User Roles List of users who have HR user roles HR Templates Templates for Case record creation based on catalog item Client Role Rules Specifies the rules to generate client roles HR Topic Details List of HR Service Topic Details HR Service Options List of HR Services options that affect case creation HR Departments Departments available in company table HR Locations Locations available in company table All rights reserved. 28

29 Term Definition HR Chat Queues List of HR chat queues HR Surveys Surveys used by HR application HR Links External links used by HR application HR Properties System properties used in HR Application HR Templates List of all HR-related templates HR Knowledge Bases Knowledge bases used by HR application HR Knowledge Articles Knowledge articles used by HR application HR Notifications notifications used by HR application HR Service Catalog Categories Service catalog categories used by HR application HR Service Catalog Items Service catalog items used by HR application HR Document Templates Document templates for document content used in HR application HR Groups Groups used by HR users HR Skills Skills available to company users HR Roles Roles used by HR users HR Benefit Provider / Plans Benefit providers and plans used by HR Benefits service HR Benefit Type Benefit types used by HR Benefits service Disciplinary Issue Types Disciplinary issue types used by HR Employee Relations service Disciplinary Warning Types Warning types used by HR Employee Relations service HR System Report Frequencies System Report Frequencies defined for HR Systems Service HR System Report Types HR System Report types used by HR System service HR Case Management The HR Case Management application holds the details of HR requests, such as requests to enroll in direct payroll deposit or benefits like 401(k), dental, and medical. Users can submit HR cases through the HR Service Portal. HR agents can perform any of the following tasks. Create HR cases for employees, such as requesting information about tuition reimbursement. View HR case information and manage the overall HR workload. For example, a manager works all HR cases that are not assigned. HR cases can have one or more associated HR tasks to manage individual pieces of work within the case All rights reserved. 29

30 Administrators can customize the predefined HR case processes. New HR processes can be designed to meet the requirements of the organization. For example, you can automate a process for maternity and paternity leave requests. Processes vary depending on the employees they relate to, their teams, locations, positions, and other factors. For example, equipment requests for a sales employee that travels differ for an IT employee based in an office. After a process is defined, the associated department can set up and maintain the rules and conditions for the process. Example HR request An employee named Alan wants to find out about the paternity leave policy for his company. Alan also wants to discuss flexible working hours around the expected time of the birth. Alan submits an HR request through the HR Service Portal asking about paternity leave policies and requesting a meeting to discuss flexible working hours. An HR case is created and assigned to an HR agent. 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. Approve an HR case Some HR cases require review and approval before the HR case process can proceed. Approvals can be assigned to individual users or to members of a specified group. Only one member of the group must respond and approve or reject the request for it to proceed. After a new case is submitted, a group approval task is created and approvers are assigned. An notification is sent to all approvers. They appear under the Approvers tab for the HR case. Open the HR case by performing one of the following actions. Click the link provided in the . Navigate to HR Case Management > My Approvals, and then select the record. Navigate to Self-Service > HR Service Portal and click My approvals. Review the HR case and click Approve or Reject. If the request is approved, the process continues and the HR case state moves to Work in Progress. Related items are auto-created, such as HR tasks and requests as defined in the template or workflow. If the request is rejected, the process terminates, the HR case state moves to Closed Incomplete. After one approver responds, the approval state for other approvers changes to No Longer Required. Note: After approving or rejecting a case, you still have access to select case details. Lifecycle Events cases Approvals for HR activities under a lifecycle event are configured differently than an HR case. There are more options for approval options. See HR approvals for Lifecycle Events on page All rights reserved. 30

31 Note: Approvers that do not have the sn_hr_core.manager role cannot access the HR case after the state changes to Closed Complete. Create an HR case HR agents can create HR cases for employees that request information that must be investigated or to initiate an HR service. Typically, employees use the HR Service Portal to create HR cases for themselves by submitting a request through the HR Service Portal or Catalog. Role required: sn_hr_core.basic or sn_hr_core.case_writer Navigate to HR Case Management > Create New Case. The HR Case list opens and displays the different types of cases that can be created. Click the Center of Excellence (COE) type of HR case you want to create. Lifecycle Events Case: Create an account notification or request onboarding case. Total Rewards Case: Create a retirement, beneficiaries, dental, general, leave of absence, health, pharmacy, tuition reimbursement, or vision case. Workforce Administration Case: Create an employee profile update, verification letter, or relocation assistance case. Employee Relations Case: Create a disciplinary issue or disciplinary issue inquiry case. HRIT Operations Case: HR account access request, HR accounts inquiry, HR portal support request, password reset, report inquiry, report request, or setup new hire HR profile case. Payroll Case: Direct deposit inquiry, direct deposit setup, employee payroll setup request, payroll discrepancy, or request corporate credit card case. Talent Management Case: Employee travel visa request, non-disclosure agreement, request background check, request drug screen, or work visa transfer request case. General Case: Create a general inquiry case. Complete the form. Table 2: HR case fields Field Number The auto-assigned case ID number, which cannot be changed. Relocation reason Select the reason the employee is requesting relocation assistance. Only shows for Workforce Administration cases All rights reserved. 31

32 Field Opened for The person who submitted the request. When the Service Catalog is used to submit a case, the Subject person defaults to the Opened for person. Click the icon to find a user. Users flagged as a VIP appear in red and the priority changes to 2-High. Point to the icon to view, edit, or create HR profile information. Subject person The person the request is regarding. Often times, the Subject person is the same as the Opened for person when the Service Catalog is used to submit the request. An example is when a manager (Opened for) wants to promote an individual (Subject person). Click the icon to find a user. Users flagged as a VIP appear in red and the priority changes to 2-High. Click the icon to view, edit, or create HR profile information. HR service The HR service for the case. HR services are requests related to the type of case you selected from the HR Case list. Note: Bulk Parent Case does not display as a selection because it is only used when creating a parent case for child bulk cases. Refer to Create or modify bulk HR cases on page 49. Parent Click the icon to search for a case that is the parent to this case. For example, this case is for issuing a raise and is the child to the parent case of promoting an employee. There can be several child cases under a parent case All rights reserved. 32

33 Field Benefit plan This field only displays for Total Reward cases and specific requests are selected from HR service. Select the Total Rewards benefit plan associated with the request. PDF Template This field only displays for cases that require a letter or document to be sent. Click the icon to select a different letter or document. Click the icon to view the details of the letter or document. Disciplinary issue reasons These fields only display for HR Employee Relations cases and Disciplinary Issue is selected from HR service. Warning type Warning date Click the Lock icon and then the icon. Select the disciplinary issue and warning types associated with the case. Select the warning type and date the warning was delivered. HR system This field only displays for HRIT Operation cases and a specific request is selected from HR service. Click the icon. Select the HR system associated with the case. User name This field only displays for HRIT Operation cases and Password Reset is selected from HR service. Enter the user name of the employee asking for a password reset. Report frequency Report type These fields only display for HRIT Operation cases and Report Request is selected from HR service. Click the icon. Select how often you want to generate the report and the type of report All rights reserved. 33

34 Field Account nickname These fields only display for Payroll cases and Direct Deposit is selected from HR service. Routing number Account number Account type Deposit type Deposit amount Enter the nickname, routing number, account number, and select the account type of the direct deposit. This field only displays for Payroll cases and Direct Deposit is selected from HR service. Select the type of deposit for the direct deposit. Dollar amount and percentage fields appear depending on what is selected. Pay discrepancy type This field only displays for Payroll cases and Payroll Discrepancy is selected from HR service. Click and select the type of pay discrepancy that is being disputed. Skills The required skills of the person assigned to this category of HR case. Skills can auto-populate based on the HR Template associated with the HR Service. State The state of the case. The state can autopopulate based on the HR Template associated with the HR Service. Draft Note: Can only be changed to Ready, Closed Complete, Closed Incomplete, Cancelled, or Suspended. Ready Awaiting Approval Note: Can only be changed to Ready, Closed Complete, Closed Incomplete, Cancelled, or Suspended. Work in Progress Closed Complete Closed Incomplete Cancelled Awaiting Acceptance Suspended Note: The State cannot be edited in List view All rights reserved. 34

35 Field Priority The precedence of the case, based on the HR service. The priority automatically overrides the template and changes to 2 - High for users flagged as VIP. Source From where the case originated. Sources are: Not selected Self Service Phone Chat / Connect / Live Feed In Person Other Note: Cases created through or self-service are automatically moved to Ready state and assigned to a group or user. Opened The date and time the case is opened. Opened by The user creating the record. Assignment group The group the record 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. Assignment groups are restricted to those groups with a type of human_resources. Note: To change the Assignment group, the Assigned to agent must be a member of the new group. Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the icon to select a user who is a member of the selected assignment group. Note: To change the Assigned to HR agent, the agent must be a member of the Assignment group. Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself All rights reserved. 35

36 Field Short description A brief description of the case. Short descriptions can auto-populate based on the HR Template associated with the HR Service. As you enter the short description, a list of knowledge articles matching words you type appears below the notes section. You can preview the articles to determine accuracy. A longer, detailed description of the case that populates from the Service Catalog or HR Service Portal. Required corrective action Displays for Disciplinary Issues. Enter the corrective action taken. Business justification Only appears when Talent Management Case is selected from HR Case and Employee Travel Visa Request or Work Visa Transfer Request is selected for HR service. Enter the business reason for requesting a visa or transferring a visa. Country travelling to Only appears when Talent Management Case is selected from HR Case and Employee Travel Visa Request is selected for HR service. Select the country the visa is for Click Save from the Content menu to remain on the Case form or Submit to return to the HR Cases list. To change the state click Ready for Work. Or, click the State field, change the state, and click Save to remain on the case form or click Update to return to the HR Cases list. Knowledge articles that appeared when you entered the short description are listed. There are two tabs. One showing articles that you have access to, and one showing articles that the caller can access. Different geographic locations or holiday schedules by country determine the article selection. To preview and attach a knowledge article to the case, complete the following steps. a) Click Preview next to an article. If you know that the article contains the information you need without previewing it, click Attach next to the article. The article opens in a pop-up window. Click the up or down arrow to review the previous or next article. Click (X) to close the window. b) To attach the article, click Attach to HR Case. The article content is copied into the Activity field. After you update the case, the article appears in the Attached Knowledge related list. The following tabs display depending on the HR Service selected: All rights reserved. 36

37 Fulfillment Instructions/Checklist: Select to view information on how to complete the case. This information is defined in the HR Service configuration. Refer to Create or modify HR services on page 109. Comments and Work Notes: You can add comments or work notes to the case. Check the Work notes box to hide the comments from the Subject person. Tuition Reimbursement: Displays when Tuition Reimbursement Request is selected for HR service for a new case or you selected a tuition reimbursement case from the HR Cases list. General Information: Select to view or update personal information for an employee. Values in blue and below a field indicate information an employee requested to change. Contact Information: Select to view or update contact information for an employee. Values in blue and below a field indicate information an employee requested to change. Tasks: A list of tasks associated with the case displays. Click a task to view or update it. Related Links: The following display depending on the type of case and roles associated with the user: Add Task: Click to add a task to the case. Refer to add a task. Show SLA Timeline: Displays the SLA in timeline format that shows elapsed time. Show Workflow: Displays the workflow that is associated with the case. Escalate Case: Click to escalate the case and provide a reason. Activity Set Execution: Displays for Lifecycle event cases. Click to view the Activity Set Contexts and each activity set. Repair SLAs: Click to repair any service level agreements associated with the case. Additional tabs that display depend on the type of case and HR service selected. Tab Fulfillment Instructions Instructions that guide the HR agent on how to complete the case or task. The HR Service defines the fulfillment instructions. Checklist A list of required things to be done for the case or task. The HR Service defines Checklists or entered directly into the case form when the case is created. Note: When a form is configured to have a checklist and it does not show, refresh your web page. Comments and Work Notes Information specific to the case as it progresses to the Closed Complete state. Comments are visible to the customer, Work Notes are not. Tab Emergency Contacts List of emergency contacts for the Subject person. Cases for Subject Person List of cases associated with the Subject person. Cases for Opened for User List of cases associated with the Opened for person All rights reserved. 37

38 Tab Attached Knowledge List of knowledge articles attached to the HR service type. Approvers Lists employees that can approve changed information or the case, state of approval, comments, and associated dates. Request Items Requested Items List of items requested for the case. Requested items are created from tasks, but do not display under HR Tasks. Similar Cases List of related cases by type of request. KB Articles Read by User List of Knowledge Based articles read by the Subject person. HR Cases All HR cases for the Subject person person. The following displays when configured from the HR Service. Health Benefits for Subject Person List of health benefits the subject person is enrolled. This tab only displays for health benefit cases. Retirement Benefits for Subject Person List of retirement benefits the subject person is enrolled. This tab only displays for retirement benefit cases. Direct Deposit for Subject Person Direct deposit information for subject person. This tab only displays for direct deposit cases. Child Cases Lists child cases associated with this case. Beneficiaries Only displays for Total Rewards cases with an HR service type of Beneficiaries Add/ Modify or Inquiry. Beneficiaries for Subject Person List of beneficiaries for Opened for and Subject person. 7. You can add new or edit existing cases, attached knowledge, requested items, similar cases, or Kb articles. Click Save to stay on the case form or Update to return to the HR Cases list. After the HR case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR cases are set to four hours. The SLA can be suspended when the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available. HR managers and administrators can view case SLA records by navigating to HR Case Management > All HR Cases > Case SLAs. You can also run SLA reports All rights reserved. 38

39 View HR case information There are multiple ways to find a specific HR case. Navigate to HR Case Management > All HR Cases. Assigned to me: All cases assigned to the logged-in user. Open: All open cases. Open - Unassigned: All open cases that have not been assigned. 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. Select the case to view. Buttons appear at the top. Follow: Track activity on the case or follow a record in Connect Chat to track activity as it happens. Refer to../../../use/collaboration/task/ t_startarecordconversation.dita#t_startarecordconversation. Update: Save and update the record. Takes you back to the list form. 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. Send Appears after signing and saving the signature for a document. Click to send the saved document to the contact provided by the end user All rights reserved. 39

40 Suspend: Suspends an HR case when it is not closed or canceled. You can suspend the timing specified in the service level agreement (SLA) to perform additional research. Cancel: Cancels the case. Delete: Deletes the case and related SLAs. Deleted cases do not show in any case view. Document Generation There are two ways to generate documents in. Automatically Multiple signatures are collected. Preview, Sign, or Save Automatically Automatically send a document for HR services to the subject person. For example, a document is sent to an employee that requires a signature or acknowledgement, but is generic in nature and does not require a review. A tuition reimbursement request requires an employee to sign an education expense agreement. This type of document is ideal for auto-generation because it does not require personalization. From the HR Services form, select Automatically Create Draft Document from the Case options field. Refer to Create or modify HR services on page All rights reserved. 40

41 Multiple signatures are collected Documents like offer letters can require multiple signatures. When all signatures are collected, the document is automatically generated. Preview, Sign, or Save Some documents require an HR agent to review, sign, or save it prior to sending it to a subject person for an HR case. An example is when a subject person requests an employment verification letter. This document requires an HR agent to review it for accuracy, sign it, and send it to the requested address. Open a case requiring a document to be sent to the subject person. Ensure that the state is Work in Progress. The Form Header shows: Click Preview Document to view the document. Click Sign Document for documents that require an HR signature. Note: By default, the document is available for the subject person to view once you preview it. Change this behavior by changing the State field on the HR task template. Refer to Create or modify an HR task template on page 117. You can access the task template from the HR Case form by selecting the HR service > Service Activities > Child task template. Change values When there are errors in the document: Check the table the incorrect information is pulled from. For example, check the HR profile [hr_profile] when contact information for the user is incorrect. Check the HR case to ensure correct case information. Check the document template for errors within the body of the document, incorrect field mapping, or variable information. Checklists in HR cases A feature of HR services is the ability to automatically add a checklist to an HR case or task. A checklist can serve as a reminder to the HR agent to ensure that the procedure is followed All rights reserved. 41

42 An employee submits a direct deposit request through the HR Service Portal. An HR case is created with the request. A checklist appears on the HR case. Checklists can be added directly into the case or can be automatically added to a case from the associated HR service. For example, the checklist items are: Verify that the employee has attached the correct direct deposit form. Validate the direct deposit case information. Send information to the payroll department, put case in progress. Approve and close case when payroll completes setup. Refer to Create or modify HR services on page 109 on adding a checklist automatically to an HR case. Transfer an HR case HR cases can be transferred in the event the case is submitted as a general case and/or is mis-classified upon creation. Open an existing HR case. From the Form Context Menu, select Transfer Case. From Transfer Case, select Center of Excellence (COE) and type of case. Select OK. The current case and its child tasks are closed when the case is transferred. Add or modify an HR task You can add, view, or work on HR tasks assigned to HR cases. Role required: sn_hr_core.basic or sn_hr_core.case_writer You can view HR tasks from the parent HR case or by going to HR Case Management > HR Tasks. To create an HR task: Open an HR case. Scroll to Related Links and click Add Task. Select: HR Task - Select to add an HR task. Requested Item - Select to create a requested item task (hardware, software, office supplies) Facilities Request - Select to create a facilities request (desk, office space) To create an HR Task, complete: Table 3: HR task fields Field Number The auto-assigned task ID, which cannot be changed All rights reserved. 42

43 Field Parent The case number you are creating the task for. Location Select the location of the employee you are creating the task for. Location determines the HR agent assigned to the task. Note: For onboarding cases that task selecting an office or desk, the location determines the building map that shows. Template Click and select the HR Task template for this task. The HR Task template can auto-populate fields like the HR task type, short description, and the group or person the task is assigned to. Due date Select the date the task is to be completed All rights reserved. 43

44 Field HR Task Type When assigning a task to an employee, you can request how the employee acknowledges completion of the task. The tasks appear on the HR Service Portal for the employee. Note: The short description comes from the template, but you can add or modify it. It shows on the HR Service Portal. Credential - Send a document (PDF Template) that the user acknowledges by entering a password. E-Signature - Send a document (PDF Template) that the user acknowledges by entering an e-signature. URL - Send a URL link that the user acknowledges when accessed. HR Service - Notify the user a task on the HR Service Portal related to an HR service is assigned. Submit Catalog Item - Notify the user to select equipment or other items for an employee. Catalog Item shows when Type is Submit Catalog Item. Note: To Submit Order Guide - Requests the Subject person to select an order guide. An example is a hiring manager requesting a new employee to select items like hardware and software as part of the onboarding process. Order Guide shows when Submit Order Guide is selected. Sign Document - Requests the Subject person to edit or sign a document. An example is sending an education agreement to be signed for tuition reimbursement. Select a document from the PDF Template and enter a short description. Note: After the user signs the document, the document is generated with the signature and attached to the task. The task is closed complete and the document is attached to the case. Mark When Complete - Notify the user a Completed button appears on the HR Service Portal. Use the Short description to provide details about this task All rights reserved. 44

45 Field Acknowledgement document Only shows when Type is Credential or ESignature. Select the document that is sent to the employee to acknowledge. An example would be a non-disclosure agreement, background check consent, intellectual property statement, and others. URL Only shows when Type is URL or View Video. Enter a URL address you want the employee to view to complete the assigned task. When entering a URL for a video, it must be embedded. HR Service Only shows when Type is HR Service. Select the HR service you want the employee to view or edit on the HR Service Portal. An example would be to send an HR service that shows the employee to select a health plan, 401(k) plan, or similar services. Note: Bulk Parent Case does not display as a selection because it is only used when creating a parent case for child bulk cases. Refer to Create or modify bulk HR cases on page 49. Catalog Item Only shows when Type is Submit Catalog Item. Select a catalog item from the list you want ordered for the Subject person. Order Guide Only shows when Type is Submit Order Guide. Select an order guide that can be used to select items for the Subject person. PDF Template Only shows when Type is Signed Document. Select a document you want the Subject person to sign and return. Survey Only shows when Survey is selected for Type. Select a survey for the Subject person to take All rights reserved. 45

46 Field Survey instance Only shows when Survey is selected for Type. Shows the link to the Survey Instance for the user. Activity Shows when an employee responds or completes a task and shows task activities by employee and assigned HR agent. Optional Check to make the task optional. The Skip button appears for a task in the Open Case page. The Subject person can skip the task or do nothing and the HR agent can close complete the case. State The work status of the case. The states are: Draft Ready Work in Progress Closed Complete Closed Incomplete Cancelled Awaiting Acceptance Suspended Note: Change the state to Ready or Work in Progress for the employee to see the task that you created. Assignment group The HR group the 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. Assignment groups are restricted to those groups with a type of human_resources. Note: To change the Assignment group, the Assigned to agent must be a member of the new group All rights reserved. 46

47 Field Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. Note: To change the Assigned to HR agent, the agent must be a member of the Assignment group. You can also use this field to assign a task to the Subject person of the case. For example, if you want the Subject person to sign and return a document or make a task optional. Skills The required skills of the person assigned to this category of HR case. Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself. Short description Short descriptions populate from the HR task template selected and can be overwritten. Enter information that prompts the user about the task request. The short description appears on the HR Service Portal to the employee. 5. A longer, detailed description of the case. Additional comments (Customer visible) Enter comments, updates, or information about the task that is visible to the Subject person on the case. Work notes Enter notes about the case to correspond with other HR agents. These notes are not visible to the Subject person. You can: a) Click Save from the Content menu to save the task and remain on the Task form. b) Click Submit to save the task and return to the HR Case form. c) Click Ready for Work to save the task and change the state to Ready and remain on the Task form. Perform any of the following actions All rights reserved. 47

48 Option Close a task Enter information in the Work notes field and other fields as needed, and change the State to Closed Complete. Note: All HR tasks must be closed before the parent HR case can be closed. Clone task Click the Clone Task related link. Enter the new task information in the task form and click Update. Cancel the task Click Cancel Task in the form header. Review the progress of sibling tasks The Sibling Tasks tab shows all tasks under the same case. Click a task number to see the details. HR Document Acknowledgement Lists HR document acknowledgement types returned from an employee. You can filter by type: User Document revision Signature Updated When all tasks are closed for an HR case, an notification is sent to the HR agent who is assigned to the case To add a document attachment, click the attachment icon tasks are available on the parent case. Click Update. at the top of the form. Attachments to Create Office Space Request Task As part of the onboarding process, you can find and reserve an office space for a new hire. Select an HR Case. Select Add Task under the Related Links section. Select HR Task from the Task Type window. Complete the form. These instructions describe the required fields for requesting an office space. For a complete listing of all HR task fields, refer to Add or modify an HR task on page 4 Location Select the building location the new hire is assigned to. Template Select the HR task template that corresponds to this type of task. The Select Office/Desk Space template is provided as a model. Due date Select a date the HR task is to be completed. HR Task Type Submit Catalog Item appears from the HR task template All rights reserved. 48

49 5. Location Select the building location the new hire is assigned to. Catalog Item Select Office Space appears from the HR task template. Short Appears from the HR task template, but you can overwrite this entry. Assignment group Appears from the HR task template, but you can override it. If blank, select a group to be assigned to this task. Assigned to Appears from the HR task template, but you can override it. If blank, select an HR agent to be assigned to this task. Select Submit or Ready for Work. View HR task information There are multiple ways to find a specific HR task. Navigate to HR Case Management > HR Tasks. Assigned to me: All tasks assigned to the current user. Open: All open tasks. Open - Unassigned: All open tasks that have not been assigned. Closed: All closed tasks. All: All tasks regardless of state or assignment. Select the task to view. Create or modify bulk HR cases You can create the same type of HR case for multiple employees. Bulk HR cases can be created for all active users. HR profiles are created automatically for users without one. You can create individual HR cases for each employee in a group. Examples are: Every year you want to send a group of employees a recertification task. Onboarding multiple new hires. Payroll issue that affects multiple employees. Note: HR bulk case creation is designed to create up to 10,000 basic HR cases. Basic HR cases are cases that are not Lifecycle Event or cases that use workflows. HR bulk case creation is designed to create 1,000 Lifecycle Event or cases using workflows. Performance can be affected when attempting to create more. Navigate to HR Case Management > Create Bulk Cases. What appears in Step 2 depends on what you select in Step All rights reserved. 49

50 Option Upload File Check to upload a file with user names or addresses to create a bulk case. Note: File must contain user names or addresses in the first column. Select a predefined HR Criteria Check to create bulk cases based on an HR Criteria. HR Criteria define the conditions used to group employees. Filter HR Profiles Check to create bulk cases based on filtering HR profiles. Filter Users Check to create bulk cases based on users. You must have the sn_hr_core.case_writer or sn_hr_core.admin roles to view and edit the choices in step The choices in Step 2 change depending on what was selected in Step You can also select multiple filters using OR and AND buttons. Option user_name template Check to upload users by user name. Click the Download Template button to download a pre-formatted Excel spreadsheet with the user name as the first column header. Enter the user names of employees that the bulk HR case is to be created for. Click Choose File button to find and select the user name file. Click Upload. Note: The Upload button only appears after a file is selected. template Check to upload users by address. Click the Download Template button to download a pre-formatted Excel spreadsheet with the address as the first column header. Enter the addresses of employees that the bulk HR case is to be created for. Click Choose File button to find and select the file. Click Upload. Choose predefined HR Criteria to filter users Select an existing HR criteria or click New to create one. Filter HR Profiles Select one or multiple conditions based on employee profile information to filter All rights reserved. 50

51 Option Filter by Users Select one or multiple conditions based on user information to filter. New Criteria Select to create a new set of conditions. If you are opening this case for a different person, please choose below: Opened for Select the user that is submitting the hr case request only if this person is different from the Subject Person. For example, a manager wants to create a bulk case for all employees to take a recertification class. The manager is the Opened For person. Enter the case details in Step Option HR Service Select the HR Service for the bulk case. Short description Enter a short description of the bulk case creation. Note: This field auto-fills by the HR template when the HR service is selected, but you can edit it. Create a parent case Check to indicate that you want a parent case created with the bulk cases as a child case. A parent case with the HR service as Bulk Parent Case and the person creating the bulk case as the Subject person is created All rights reserved. 51

52 5. 6. To view a list of users selected for the bulk HR case, click the number displayed next to Users Selected. Click Create Cases. This button only activates when at least one user has been selected based on the parameters defined in steps 1 and When multiple cases are being created, the progress bar appears. You can navigate away, but when you return, the progress bar does not appear. The job is still running and an HR admin [sn_hr_core.admin] can view the progress bar by going to the Execution Tracker table [sys_execution_tracker]. HR Cases There are several ways to search and find an HR case. The quickest way to find cases assigned to you is to use the HR Service Portal. The provides multiple ways to search for an HR case. You can search by: All cases assigned to you All open cases All rights reserved. 52

53 All open cases that are unassigned All closed cases All cases Cases by SLA information You can also search for cases by type: Employee relation cases HRIT cases Payroll cases Total Rewards cases Workforce Administration cases HR cases for VIPs Your organization can assign VIP status to users, such as the CEO and vice-presidents, to ensure that the resolution of their tasks is given high priority. If your organization uses the VIP feature, set up the following to ensure that VIP HR cases are handled appropriately. Add HR managers to the group HR VIP Watchlist. When an HR case is submitted, members of this group receive notification as the case progresses. Review the HR service level agreement (SLA) for handling VIP cases. The duration is two hours. When the duration is reached, the SLA is breached and the members of the watchlist are notified. Set the default priority to assign to HR cases for VIPs in the Human Resources configuration options. VIP status is assigned to users in the user profile. Organizations using VIP status can customize the user form in the Form Designer to show the VIP check box. You can identify VIP HR cases in the following ways: HR Cases list: A VIP icon appears in the Opened for and/or Subject person fields. If the Opened for and/or Subject person fields do not appear, personalize the list. HR Case form: The employee name in the Opened for and/or Subject person fields is red. HR catalog items: When the form is submitted, a message appears at the top identifying the submitter as a VIP. Escalate an HR case If you are unable to resolve an issue, you can escalate an HR task. This action reassigns it to the manager of the HR group. Role required: sn_hr_core.basic or sn_hr_core.case_writer Escalate an HR case when you encounter any of the following conditions. Are unable to complete the task due to excessive workload. Do not have the necessary skills. Need help with some part of the HR case. An escalated HR case is reassigned to the manager of the HR group assigned to the case. The manager can resolve the case or reassign it to someone with the necessary skills or available time. Note: The manager must be a member of the assigned group. If the manager is not a member of the group, then an error message appears when the escalation is submitted and no action is taken. Open an HR case to be escalated All rights reserved. 53

54 Under Related Links, click Escalate case. Enter a reason for the escalation in the dialog window that opens. Click OK. The case is reassigned to the manager. An notification is sent that contains the escalation reason so the manager can determine how to proceed. Suspend and resume an HR case If you are unable to close the HR case within the duration specified in the service level agreement (SLA), you can suspend the case. Role required: sn_hr_core.basic or sn_hr_core.case_writer For example, to contact a vendor, such as the insurance administrator or payroll processing company, to obtain the required information to close the case. After beginning work on the case, you can suspend it until the information is received. This way the HR case does not show that the SLA is breached. When the information is received, you enter it into the case and resume SLA tracking. Open the HR case to suspend. Begin work on the case before suspending it. From the State field, click and select Suspended. The Suspend Reason pop-up window opens. Select one of the following suspension reasons and enter the information you are waiting for User: If you need more information from the employee before proceeding. Company: If you are waiting for a reply from a vendor or other outside company. Group: If you are waiting for a reply from an internal group. Other: If you suspend the case for any other reason. For example, if you are waiting for the health insurance administrator to investigate an employee claim, select Company for the reason and enter Results of investigation or something similar. In the Work Note field, enter information about why the case is suspended. Click Suspend. The SLA stops progressing and the suspension notes appear in the activity stream as work notes. You can continue to add work notes to a suspended case. To resume a suspended HR case, open the case and click Resume. The SLA progress is resumed. HR Profile The HR Profile application stores confidential employee data, such as name, personal contact information, addresses, employment history, and contacts. HR Profile enables the organization to access and track employee information throughout the period of employment and beyond. HR profile records are associated with user records, but unlike user records, HR profile records are stored confidentially and are not publicly viewable. Organizations can use an integration method to populate or synchronize HR profile records from their employee database. Workday integration is available. The fields that are editable by employees are defined in HR Properties under HR profile fields editable by users. Refer to c_hrproperties.dita#c_hrproperties All rights reserved. 54

55 HR profile editable field configuration An option in Human Resources Configuration provides a list of HR profile fields that can be enabled for edit. Understand the difference between how the personal and the employment information fields are updated in the HR profile based on this configuration. Typically, organizations allow employees to update certain personal information, but not sensitive and employment information. HR agents or managers change this information. For example, employees can change their home address and personal address, but the manager must update the position when the employee is promoted. The HR profile fields that users or managers can edit without HR approval include <number of fields> option in Human Resources Configuration provides the list of editable HR profile fields. The following list of fields indicates which of the configurable fields contain personal and which contain sensitive and employment information. Personal information fields Sensitive and employment information fields Home address Home city Home country Home phone Home state/province Home zip/postal Middle name Personal Personal mobile phone Prefix Work Work mobile Work phone Date of birth Department Employee number Employment end date Employment start date Employment status Employment type Ethnicity First name Gender Last name Location Location type Manager Marital status Nationality Notice period Place of birth Position Probation end date Probation period Time type In the configuration option field list, all the personal information fields are enabled for edit by default. All employees can open their HR profile from the HRSM Portal and update these fields. If you do not want to allow employees to update one or more of these fields, disable editing by clearing the check box in the configurable list. For example, you do not want employees updating their work address or phone number. ACLs control the HR profile personal information fields, which can be modified for more controlled access. The employment information fields that you enable for edit allows a manager to update the field. However, the manager cannot open an employee HR profile. The manager must submit an employee information change request with the updated information. When the request to change the editable fields is submitted, the HR Employee Change Workflow takes the following actions. Opens an HR case All rights reserved. 55

56 Updates the employee HR profile. Closes the HR case. To update any HR profile fields that are not editable, employees or their managers submit an employee information change request. An HR case is created and the HR Employee Change Workflow is started. The workflow requires that the change request is approved. When it is approved, the fields are updated and the HR case is closed. HR profile and HR case security Because HR profile information is sensitive and confidential, the System Administrator [admin] cannot view it. The same is true for some of the information in HR cases and HR tasks. HR administrators [sn_hr_core.admin] are able to perform all tasks and view all data. However, HR profile information is confidential and viewed only by authorized HR personnel who are assigned a role that includes sn_hr_core.profile_reader or sn_hr_core.profile_writer, such as hr_basic. For HR cases and HR tasks, only authorized HR personnel are allowed to view attachments, work notes and comments, description, calendar, and payload (configurable). Authorized HR personnel are assigned a role with sn_hr_core.case_reader and sn_hr_core.case_writer, such as sn_hr_core.basic. Therefore, access to specific HR profile, case, and task data is restricted from view by users with the HR system admin role. HR profile information that system administrators can access System Administrators cannot create an HR profile. They can see the list of HR profiles and open HR profile records, but have access only to the following information. The HR profile number and prefix of an employee. Employment information that is synchronized with the user record [sys_user]. This information includes name, employee number, department, manager, and location. Work contact information, such as work address and work phone number. Personal information is hidden. Information that appears in the following related lists. Employment Information Contact Information Beneficiaries Who is Covered Emergency Contacts Direct Reports Colleagues Cases HR case and task information accessible by HR Administrators HR Administrators can view the employee user information, such as location and department, and the short description. Activities, such as state changes, are displayed in the activity stream, but comments and work notes are hidden. System Administrators cannot view this information. When the HR Administrator opens an HR case or HR task, a message describes the information that is not displayed All rights reserved. 56

57 An HR case can be created from an HR profile. Click Create New Case under Related Links and Create New Case appears. Impersonating a user Navigate to HR Administration > Properties. Scroll to If true, ACLs check if the user is being impersonated. Check Yes (true) to enable impersonating a user. The purpose of this property is to restrict a System Administrator [admin] with no HR role from impersonating a user with HR roles. It also prevents access to HR profile information and executing HR functions. If the impersonated user has HR profile access, the HR profile list displays a message that the records are removed based on security constraints. No HR profile records are listed. For any impersonated user, the My Profile link from the HR Service Portal displays no profile information. It displays only information in the related lists. When the If true, ACLs check if the user is being impersonated property is set to true (Yes) a user impersonating another user with higher access is prevented from viewing or editing sensitive information. Note: This property was introduced in a prior release for the Legacy application and not applicable to the HR Services Delivery scoped application. Customized profile information As part of designing the HR processes, you can customize the way HR profile information is processed. Keep in mind that some of the fields that display are referenced from the User [sys_user] table. If you have the sn_hr_core.admin role, you can customize HR profile information. Extend profile information You can collect more profile information in a separate table. For example, you can create a Dependents table that extends the HR Profile [hr_profile] table. Because profile information is sensitive and confidential, the system administrator cannot view it. For more information, see HR profile and HR case security on page 56. Associate profiles with user records An HR profile record must be associated with the employee record in the User [sys_user] table, to ensure that both employee records can be accessed conveniently. During the creation of an HR profile record, you can select the user record to associate with the profile All rights reserved. 57

58 Certain fields are displayed in both the user and HR profile records, but they are in only one of the tables, User [sys_user] or HR Profile [hr_profile]. The following fields are in the User [sys_user] table. Prefix [introduction] First name [first_name] Middle name [middle_name] Last name [last_name] Manager [manager] Department [department] Location [location] The Home phone [home_phone] field is in the HR Profile [hr_profile] table. The following table describes the other fields that are synchronized by the Synchronize fields to hr_profile business rule. Table 4: Fields synchronized using the business rule HR profile [hr_profile] field User [sys_user] field Notes Position [position] Title [title] Position in the HR profile is a referenced field. The HR profile could not be updated message appears: When the title is updated in the User form A position record with the same value does not exist Home address [address] Street [street] Country [country] Country code [country] Although the field names are the same, these fields are of different types. In the HR profile, [country] is a reference field. In the user record, [country] is a choice list. The country code displays in the User form instead of the country name when the country selected in the HR profile is not in the choice list. Work [work_ ] [ ] The HR profile contains both personal and work fields, while the user record only contains the work . Work phone [work_phone] Business phone [phone] Work mobile [work_mobile] Mobile phone [mobile_phone] The HR profile contains a personal mobile number field as well as the work mobile phone. The user record only contains one mobile phone number field All rights reserved. 58

59 Note: The User form must be configured to show address, country, , work phone, and mobile phone fields. Create or modify an HR profile Employees can directly edit some information in their HR profile, such as emergency contact information, but they are restricted from editing certain fields. If employees want to change information that they are restricted from editing, they must submit a general request to HR for the changes. Role required: sn_hr_core.secure_info_writer, sn_hr_core.basic, or sn_hr_core.manager The HR Administrator [sn_hr_core.admin] can configure which HR profile fields an employee can update. An update to information that the employee cannot change requires an HR employee information change request. Note: Use the configurable white list to add fields that users can modify themselves. This whitelist is a system property and accessed by going to HR Administration > Properties. The list of fields appears as comma separated and called sn_hr_core.hr_profile_editable_fields. To update the HR profile when an employee information change request is assigned to you, complete the following steps. Navigate to HR Profile > HR Profiles. The HR Profiles list opens. Find the existing HR profile to update by selecting User from the HR Profiles list search menu, typing the name, and pressing Enter. Also, you can click a profile number to open a user profile. To create an HR profile, from HR Profiles click New and type the user name in the User field on the HR Profile New record form to create the profile. You cannot change the user name after an HR profile is saved. Click the profile number to open the user profile. The profile opens displaying populated name, manager, department, location, and contact fields from the user record. Complete or update the form with as much additional information as you have. Table 5: HR profile sections and related lists Section or related list Number The auto-assigned profile ID number, which cannot be changed. User The user associated with the profile. Click the Lookup using list icon and New to create a user. Prefix Click and select the personal title of the user. First name First name of the user, pulled from the user record. Middle name Middle name of the user, pulled from the user record. Last name Last name of the user, pulled from the user record. Gender Select the gender of the user All rights reserved. 59

60 Section or related list Active Check to indicate that the user is a current employee for your company. Date of birth Click the Select Date icon and select the birth date of the user. Place of birth Enter the location the user was born. Country of birth Select the country the user was born. Marital status Select the marital status of the user. Nationality Enter the nationality or nation in which the user is a citizen. Ethnicity Enter the ethnic group the user identifies with. Employment Information Information such as employment status and type of employment, employee number, and start and end dates. Employment start date For onboarding employees, click the Select Date icon and select the first day of employment. Employment end date For offboarding employees, click the Select Date icon and select the last day of employment. Employment type Select the employment type for the user. Probation period Enter the period the user is on probation. Probation end date Enter the date probation ends for the user. Position Click and select the job title for the user. Department Select the department the user belongs to. Manager Select the manager the user reports to. Location Select the office location of the user. Location type Select the location type of the user to further define the location. Offboard type For employees offboarding, click, and select the type of employment termination. Notice period For companies that require notice before dismissing an employee. Enter the time period between receipt of the letter of dismissal and the end of the last working day. Employee number Enter the employee number of the user. Social Security number Enter the social security number of the user All rights reserved. 60

61 Section or related list Contact Information Information such as address, phone number, personal address. Some field values are copied from the onboarding form or from Workday when that integration is being used. Related Links: Create new case Click to create an HR case for the HR profile displayed. Show employee org chart Click to view the organization chart of the employee. View Manager Profile Click to view the HR profile of the manager of the employee. The following related lists are automatically populated. You can view records in the list, but you cannot enter new records from the related list. 5. Beneficiaries A list of beneficiaries associated with the employee. Click New to create a beneficiary. Who is covered A list of people who are covered under the benefits for the employee. Emergency Contacts A list of the employee emergency contacts. One contact in the list is designated as the primary and others can be entered as alternates. Direct Reports List of the employees who report directly to the user. Colleagues List of other employees who have the same manager as the user. Cases Open HR cases for the user. Click Submit and return to the HR Profiles list page or Save and remain on the HR Profile form. Note: Some HR profile information, such as department, is synchronized between the User [sys_user] and HR Profile [hr_profile] records. Updating information in one record automatically applies the updates in the other record. Field Security You can secure a field on a form so that specific HR users cannot view it. Role required: sn_hr_core.admin, security_admin Use Access Control (ACL) on a field to secure it. Note: This example shows how to secure the Social Security field on an HR Profile form so users with the HR Manager [hr_manager] role or below cannot view it. Navigate to HR Profile All rights reserved. 61

62 Select an HR profile record to edit. Right-click the Social Security number field and select Configure Security. The Security Mechanic menu displays. Change the Operation to secure field to read. Move the role that you do not want to view the field to the Selected column. For example, move hr_manager. Click OK. Because HRSM is a scoped application, you have to: All rights reserved. 62

63 Elevate your role to add security_admin. Click your login name and select Elevate Roles. Check security_admin. Click OK. Change to the scoped version within the form. Click the Settings icon. Select Developer under System Settings. Change Application to Human Resources: Core. Close the window. Users The HR User directory is a view of the corporate user directory with HR case information in a related list. Role required: sn_hr_core.admin, sn_hr_core.basic, or sn_hr_core.manager Corporate user directory refers to the records in the User [sys_user] table. Navigate to HR Profile > Users All rights reserved. 63

64 Click a user record to view or edit the Human Resources view of that record, or click New to create a user. Contacts You can add or modify contact information to an HR profile and specify who to contact in an emergency through the Contacts module or related list. Navigate to HR - Profile > Contacts. Click New or an existing contact. 5. Enter or modify the contact name, telephone numbers, and other information. In the Employee field, click and select the employee that the contact is associated with. To specify the person as an emergency contact, check the Emergency contact box. The Priority field appears. Select the priority of the contact, Primary, or Alternate. Click Submit and return to the HR Contacts list or Save and remain on the HR Contact form Create or modify a beneficiary You can create or modify an employee beneficiary using the Beneficiaries module. Employees request to create or modify a beneficiary to a particular benefit plan by submitting a request through the HR Service Portal. A beneficiaries case is opened and can be viewed and managed at HR Profile > Beneficiares. Click New or a beneficiary to open a beneficiary record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 6: HR Beneficiary form Field Employee The user who submitted the case. Click the lookup icon and select the user. Contact Click the Lookup using list to view a list of contacts for the employee. Click New to enter a new contact for the employee. You can specify the relationship to the employee and emergency contact here. First name First name of the beneficiary. Displays from Contact information. Last name Last name of beneficiary. Displays from Contact information. Date of birth Beneficiary birth date. National tax ID Social security number of the beneficiary or tax ID number for a trust account. Trust Check if the beneficiary is a trust. Relationship Relationship to the employee All rights reserved. 64

65 Field Benefit type Type of benefit, such as, 401(k), Basic Life, Retirement Plan, or Voluntary Life. Beneficiary type Primary or contingent. Percentage Percentage amount of the benefit distributed to the beneficiary. Click Submit. The beneficiary is listed in the HR Beneficiaries list. To modify beneficiary data, find the existing beneficiary in the HR Beneficiaries list. You can use the list search menu by typing the beneficiary name and pressing Enter. You can also search on the employee name the same way. Click the beneficiary name to open the form. The HR Beneficiary form opens displaying full name and other populated fields. Modify the form. Click Update. Who is covered You can create or modify who is covered under an employee benefit plan using the HR Health Benefits module. Employees request to create or modify who is covered under their benefit plan by submitting a request through the HR Service Portal. Once a contact is added to the HR application, HR agents can add a contact as a beneficiary to an employee benefit record. Navigate to HR Profile > Who is covered. Click New or an employee to open a record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 7: HR Beneficiary form Field Employee The user who submitted the case. Click the Lookup using list icon and select the employee. Contact Click the Lookup using list icon to view a list of contacts for the employee. Click New to enter a new contact for the employee. You can specify the relationship to the employee and emergency contact here. First name First name of the beneficiary. Displays from Contact information. Last name Last name of beneficiary. Displays from Contact information. Relationship Relationship to the employee All rights reserved. 65

66 Field National tax ID Social security number of the beneficiary or tax ID number for a trust account. Date of birth Beneficiary birth date. Gender Gender of the person being covered. Click Submit. The person covered is listed in the Who is covered list. To modify who is covered data, use the Who is covered list. You can use the list search menu by typing the who is covered name and pressing Enter. You can also search on the employee name the same way. Click the who is covered name to open the form. The Who is covered form opens displaying full name and other populated fields. Modify the form. Click Update. Create or modify a health benefit You can add or modify a health benefit for an employee using the Health Benefits module. Role required: sh_hr_core.basic, or sn_hr_core.manager Employees can ask questions about health benefits and request to enroll or modify a health insurance plan by submitting a request through the HR Service Portal. A health benefits case is opened and can be viewed and managed at HR Profile > Health Benefits. Navigate to HR Profile > Health Benefits. Click New to open a health benefit record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 8: HR Health Benefit form Field Plan The name of the insurance plan. Click the Lookup using list icon and select the plan for the employee. Employee The user who requested enrollment. Click the Lookup using list icon and select the user. Benefit type The type of health benefit plan selected. Fills in when the plan is selected. Provider The health care company that provides the health benefit plan. Fills in when the plan is selected. Plan type The type of health benefit plan. Fills in when the plan is selected. Plan ID The membership/enrollment ID number of the employee All rights reserved. 66

67 Field Coverage type The type of health coverage the plan provides to the employee. Enrollment form The enrollment form the employee attached for enrollment or modification. Who is covered List of family members of the employee covered under the health benefit. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Employer Contribution (per paycheck) Dollar amount employer contributes to plan per paycheck. Employer Contribution (per year) Dollar amount employer contributes to plan per year. Employee Contribution (per paycheck) Dollar amount employee contributes to plan per paycheck. Employee Contribution (per year) Dollar amount employee contributes to plan per year. Click Submit. The health benefit is listed in the HR Health Benefits list. To modify health benefit data, find the existing health benefit in the HR Health Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the health benefit to open the form. The HR Health Benefit form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify Life, AD&D insurance benefits You can add or modify an insurance benefit for an employee using the HR Benefits module. Role required: sn_hr_core.basic, or sn_hr_core.manager Employees can ask questions about insurance benefits and request to enroll in or modify an insurance plan by submitting a request through the HR Service Portal. An insurance benefits case is opened and can be viewed and managed. Navigate to HR Profile > Life, AD&D Insurance Benefits. Click New to open an insurance benefit record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) All rights reserved. 67

68 Table 9: HR Insurance Benefit form Field Plan The name of the insurance plan. Click the Lookup using list icon and select the plan for the employee. Employee The user who requested enrollment. Click the Lookup using list icon and select the user. Plan ID The membership/enrollment ID number of the employee. Provider The life insurance company that provides the insurance benefit. Fills in when the plan is selected. Plan type The type of insurance plan. Fills in when the plan is selected. Coverage type Enter the coverage type of the plan. An example is Family Coverage or Individual Plan. Not all insurance plans have coverage type Term The period the insurance policy covers. Beneficiaries Click the Lookup using list icon to search for and select contacts that are beneficiaries. Who is covered List of family members of the employee covered under the health benefit. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Employer Contribution (per paycheck) Dollar amount employer contributes to plan per paycheck. Employer Contribution (per year) Dollar amount employer contributes to plan per year. Employee Contribution (per paycheck) Dollar amount employee contributes to plan per paycheck. Employee Contribution (per year) Dollar amount employee contributes to plan per year. Click Submit. The insurance benefit is listed in the HR Insurance Benefits list. To modify insurance benefit data, find the existing insurance benefit in the HR Insurance Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the health benefit to open the form All rights reserved. 68

69 7. 8. The HR Insurance Benefit form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify a retirement benefit You can add or modify a retirement benefit for an employee using the Retirement Benefits module. Role required: sn_hr_core.basic or sn_hr_core.manager Employees can ask questions about retirement benefits and request to enroll in a retirement benefit plan by submitting a request through the HR Service Portal. A retirement benefits case is opened and can be viewed and managed. Navigate to HR Profile > Retirement Benefits. Click New to open a retirement benefit record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 10: HR Retirement Benefit form Field Plan The name of the insurance plan. Click the Lookup using list icon and select the plan for the employee. Employee The user who requested enrollment. Click the Lookup using list icon and select the user. Plan ID The identification number of the insurance plan. Provider The financial company that provides the retirement benefit. Fills in when the plan is selected. Plan type The type of retirement plan selected. Coverage type Enter the coverage type of the plan. An example is Family Coverage or Individual Plan. Not all retirement plans have coverage type. 5. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Employee contribution percent Percentage deducted from the employee paycheck toward the benefit. Click Submit. The retirement benefit is listed in the HR Retirement Benefits list. To modify retirement benefit data, find the existing retirement benefit in the HR Retirement Benefits list All rights reserved. 69

70 You can use the list search menu by typing the employee name and pressing Enter. Click the retirement benefit to open the form. The HR Retirement Benefits form opens displaying benefit name and other populated fields. Modify the form. Click Update. Create or modify disability insurance benefits You can add or modify a disability insurance benefit for an employee using the Disability Insurance Benefits module. Role required: sn_hr_core.basic, or sn_hr_core.manager Employees can ask questions about disability insurance benefits or be enrolled in or modify their disability insurance program. A disability insurance benefits case is opened and can be viewed and managed Navigate to HR Profile > Disability Insurance Benefits. Click New to open a disability benefit record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Field Plan The name of the disability insurance plan. Click the Lookup using list icon and select the plan for the employee. Plan type The type of health benefit plan. Fills in when the plan is selected. Plan ID The identification number of the health plan. Start date Date when the benefit is active for the employee and beneficiaries. End date Date when the benefit is no longer active for the employee and beneficiaries. Employee The user who requested enrollment. Click the Lookup using list icon and select the user. Employee Contribution (per paycheck) Dollar amount employee contributes to plan per paycheck. Employee Contribution (per year) Dollar amount employee contributes to plan per year. Employer Contribution (per paycheck) Dollar amount employer contributes to plan per paycheck. Employer Contribution (per year) Dollar amount employer contributes to plan per year. Click Submit. The health benefit is listed in the HR Disability Benefits list. To modify insurance benefit data, find the existing insurance benefit in the HR Disability Benefits list. You can use the list search menu by typing the employee name and pressing Enter. Click the amount under the Employee Contribution column to open the form All rights reserved. 70

71 7. 8. The HR Disability Benefit form opens displaying benefit name and other populated fields. Modify the form. Click Update. Generate HR Profiles For new customers using, you can create an HR profile for multiple employees using conditions and criteria. Role required: sn_hr_core.basic or sn_hr_core.manager Navigate to HR Profile > Generate HR Profiles. The Generate HR Profiles form opens. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Field Filter Users Click and select the conditions that must be met for an employee to be assigned the profile. Profiles Click and select the type of profile for employees that meet the conditions. Click Create Profiles. Create or modify an employee direct deposit You can add or modify an employee direct deposit using the Direct Deposit module. Role required: sn_hr_core.basic or sn_hr_core.manager Navigate to HR Profile > Direct Deposit. Click New to open an HR direct deposit record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 11: HR Profile Direct Deposit form Field Employee Employee name. Bank account Account holder name. Active Check to activate direct deposit for the employee. Leaving the box empty or deselecting deactivates direct deposit. Deposit type Type of direct deposit, such as, amount, percentage, or remaining. Deposit amount Displays when Amount is selected for Deposit type. Enter the dollar amount for direct deposit All rights reserved. 71

72 Field Deposit percentage Displays when Percentage is selected for Deposit type. Enter the percentage amount for direct deposit. Click Submit. The direct deposit is listed in the HR Direct Deposits list. To modify direct deposit data, find the existing direct deposit in the HR Direct Deposits list. You can use the list search menu by typing the employee name and pressing Enter. Click the information icon or the date in the Updated column of the list to open the form. The HR Direct Deposit form opens displaying employee name and other populated fields. Modify the form. Click Update. Create or modify tuition reimbursement You can add or modify a tuition reimbursement for an employee using the HR Benefits module. Role required: sn_hr_core.basic, or sn_hr_core.manager Employees can ask questions about approved courses and classes and request tuition reimbursement by submitting a request through the HR Service Portal. A tuition reimbursement case is opened and can be viewed and assigned at HR Benefits > Tuition Reimbursements. Navigate to HR Benefits > Tuition Reimbursements > Tuition Reimbursements. The HR Benefit Tuition Reimbursements list opens. Click New to open an HR tuition reimbursement record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 12: HR Tuition Reimbursement form Field Employee The user who requested tuition reimbursement. Click the Lookup using list icon and select the user. School/Program name Name of the school or program where the employee took the course. Course justification Explanation of why the employee took the course. Course start date Date when the course started. Course end date Date when the course ended. Click Submit. The tuition reimbursement is listed in the HR Tuition Reimbursements list. To modify tuition reimbursement data, find the existing tuition reimbursement in the HR Tuition Reimbursements list. You can use the list search menu by typing the employee name and pressing Enter. Click the tuition reimbursement to open the form. The HR Tuition Reimbursement form opens displaying course title and other populated fields All rights reserved. 72

73 7. 8. Modify the form. Click Update. HR Administration The HR Administration application allows you to define and maintain HR organization data that is used for creating and assigning cases. The following information is set up and maintained as part of administering the Human Resources application. Positions that describe employee job functions within the organization HR skills that facilitate auto-assignment of HR cases Rules that automatically assign cases to groups HR templates and catalog items that are used to create HR cases HR profile records HR managers or administrators set up the information. HR agents can create and maintain HR profile records. A process must be defined to maintain this data. For example, positions are redefined, new areas of expertise are set up within the HR organization, or new HR request processes are needed. It is important for an HR administrator to define the process and assign responsibility appropriately so the HR data is accurate. Guided Setup HR Guided Setup provides a sequence of tasks that help you configure Human Resourcesapplications on your instance. You are guided through completing configuration activities that are organized in categories for common platform settings and HR applications. The percentage of activities that you complete for each category is displayed, so you monitor your progress. Each configuration activity in HR guided setup provides the following resources to help you: Contextual embedded help Contextual documentation on the product documentation site To access Guided Setup, you must have the following roles: System Administrator [admin] HR Administrator [hr_sn_core.admin] HR Guided Setup homepage The HR Guided Setup homepage displays a list of prerequisites for configuring HR applications on your instance. It also displays the overall percentage of completed activities All rights reserved. 73

74 Figure 1: HR Guided Setup homepage Table 13: HR Guided Setup homepage UI components No. UI Component 1 Completion indicator Displays the overall percentage of completed tasks. 2 Homepage control Opens the HR guided setup homepage All rights reserved. 74

75 No. UI Component 3 Progress chain Represents each activity category with a node. The node can appear in any of the following formats to indicate your progress in the category: : Not started : In progress : Skipped : Complete To view details for the category, click the corresponding node. 4 Navigator pane control Helps maximize or minimize the application navigator pane. 5 Get Started button Opens the category view page. Note: If you return to the homepage after starting configuration tasks, the Continue button is displayed instead of the Get Started button. HR Guided Setup Category View The HR Guided Setup Category View page displays the configuration categories and the tasks contained in them All rights reserved. 75

76 Figure 2: HR Guided Setup Category View page All rights reserved. 76

77 Table 14: Category View page components No. 1 UI Component Status Displays the status of the configuration tasks in the category. Not started: Indicates that the configuration tasks in the category are not started. You can click the Get Started to start the configurations on the task view page. In progress: Indicates that the configurations tasks are in progress. The percentage of complete tasks is also displayed. You can click Continue to continue with the configurations on the task view page. Complete: Indicates that the configuration tasks are complete. You can click Edit to change the configurations on the task view page. Skipped: Indicates that the configuration tasks in the category are skipped. If a category is skipped, its description and configuration tasks are not displayed. To redisplay the description and tasks for a skipped category, you can click Activate. 2 Category name Displays the category name and its brief description. You can click Skip to skip the configuration tasks in the category. If a category is skipped, its description and configuration tasks are not displayed. 3 Get Started Click to start configuring the tasks for the category All rights reserved. 77

78 No. 4 UI Component Tasks Lists the configuration tasks in the category. These icons indicate the status of each task: : Not started : Locked : Skipped : Complete HR Guided Setup Task View The HR Guided Setup Task View page displays the configuration tasks, their descriptions, and their current statuses. It also provides controls to start tasks, skip tasks, mark tasks as complete, or unlock tasks. Figure 3: HR Guided Setup Task View page All rights reserved. 78

79 Table 15: Category View page components No. UI Component 1 Completion indicator Displays the percentage of completed tasks in the category. 2 Tasks completed Lists the configuration tasks in the category. These icons indicate the status of each task: : Not started : Locked 3 Tasks : Skipped : Complete Displays the task name and its brief description. You can click Skip to skip the configuration task. If a task is skipped, its controls become unavailable. Some tasks are locked because you must activate a plugin to start the task. You can click View plugins to unlock the task. 4 Task controls Controls to start or complete a task: Configure: Use this control to start a configuration task. Mark as complete: Use this control to mark a configuration task as complete. You can mark a configuration task as complete after you complete the required configurations or beforehand to accept the default configuration settings. HR Guided Setup Configuration View The HR Guided Setup Configuration View page helps you set configurations through the corresponding forms, lists, properties, and so on. It also provides you access to contextual embedded help, contextual documentation on the product documentation site, and guided tour (if available for an activity) All rights reserved. 79

80 Figure 4: HR Guided Setup Configuration View page Table 16: Configuration View page components No. UI Component 1 Configuration workspace Displays forms, lists, properties, and so on, to set the required configurations. 2 Embedded help Displays contextual help information and instructions for the configuration task. Not available for all configuration tasks All rights reserved. 80

81 No. UI Component 3 Task controls 4 Help pane control Take a Tour: If available, use this control to view a guided tour of the configuration task. Mark as Complete: Use this control to mark a configuration task as complete and return to the task view page. Skip this Configuration: Use this control to skip the configuration task and return to the task view page. Back to Guided Setup: Use this control to return to the task view page. Exit Guided Setup: Use this control to exit the ITSM Guided Setup application. Maximizes or minimizes the help pane. Application View The Application View provides an aerial view of your HR catalog. The Application View allows you to view your catalog with all categories and items and ensure that it is set up correctly. Role required: sn_hr_core.admin Navigate to HR Administration > Application View. On the left side of the page, a list of application view categories and the number of records in each display. The main section of page displays the all application view probes and the number of records in each. To view a list of records for application probe, click the down-arrow next to records. Clicking a record takes you to the record. Click New Probe to report on a table or setup aspect in the system. HR Properties HR properties controls the behavior of the. Role required: sn_hr_core.admin Navigate to HR Administration > Properties. Edit the form All rights reserved. 81

82 Table 17: HR Properties Field These are the fields shown in Generate HR profiles page. These fields can be set collectively on all the HR profiles. Add comma separated values of sn_hr_core_profile column names. Fields that appear on the Generate HR Profiles page. You can add fields from the sn_hr_core_profile column, but use commas to separate the fields. General address for HR requests. Enter the default address for general HR inquiries. General phone number for HR department. Enter the default phone number for general HR inquiries. HR profile fields editable by users. Fields that users can edit themselves about their employee profile. Property used to set the maximum number of tries before exiting when creating a sys_user. The maximum number of attempts allowed before the application exits when creating a user. Default case priority for VIP requestor. The default priority on cases that the Opened for and/or Subject person is tagged as a VIP. If true, ACLs check if the user is being impersonated. Check Yes to prevent a user impersonating another user with higher access from viewing or editing sensitive information. If true, retrieves the latest signature image for a user and display it by default when the user navigates to the signature pad. Check Yes to enable signature retrieval and allowing users to save their digital signatures for reuse. Log type. The level of detail for system logs. The valid values are: Enable managed documents. Info: Least amount of detail Warn: Default Debug: Most amount of detail Check Yes to allow use of managed documents. Rollup work notes from HR task to HR case. Check Yes to have work notes from a task also appear on the case. Create and update requests based on inbound . This parameter determines if an to HR is converted into an HR case. Yes: Create an HR case from . No: Do not create an HR case from All rights reserved. 82

83 Field Gives a list of HR notifications that will provide a link directing the user to the HR Service Portal, instead of the platform UI. Allows an to link to the HR Service Portal instead of the case view for a specific notification. Enter the sys_id corresponding to notifications in this field. Note: The Subject person must have the service portal role (sn_hr_sp.hrsp_employee). Click Save. Create or modify HR Criteria HR criteria defines the audience for HR content or cases. You can make information available to or create an HR case for specific groups, individuals, or to all employees. Role required: sn_hr_core.admin HR criteria helps groups people using a condition builder on any table. User criteria is used across the platform to filter catalog items, Service Portal widgets, and knowledge articles. User criteria filters users based on role, department, group, location, or company. User criteria is automatically created when HR criteria is created. HR criteria: Filters content on the HR Service Portal. Filters HR services based on the Subject person during case creation or transfer. Filters Lifecycle Event Activities in the Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] plugin. Selects document template for HR cases. Selects users when creating bulk HR cases. For Lifecycle Events, activities have associated HR criteria that determines when to trigger an activity for the subject person selected on the Lifecycle event case. This step helps to personalize the workflow for the subject person. Note: For HR Catalog Items (record producers), ensure Use "User Criteria" to define access to catalog items and categories is set to Yes under Service Catalog > Catalog Administration > Properties. Verify that this field is checked Yes. Navigate to HR Administration > HR Criteria. Click New. Option Name Enter a name identifying the HR criteria. Table Select the table the condition is to filter on. For example, to filter on a role, select User Role [sys_user_has_role]. Note: When used for bulk HR cases, the Table and User Column must be entered and does not work without it All rights reserved. 83

84 Option Enter a description for the HR criteria. Active Check to activate the HR criteria. User Column Together with the Table field, filters users for bulk case creation. Related User Criteria The user criteria automatically created when HR criteria is created. User criteria is used across the platform to filter catalog items, HR Service Portal widgets, and knowledge articles. Click Save from the Content menu to remain on the HR Criteria form. The Conditions section appears. Click New to create conditions. Add conditions to specify the fields and values that create the filter and based on the table selected. For example, to create a condition to show the link for new hires, select: Table: HR Profile [sn_hr_core_profile] Condition: Employment start date after Today Note: It is required to add a filter condition: user, is (dynamic), Me. This filter prevents placing the HR link for every user in your company. Field Name A descriptive name of the condition used for HR criteria. Table The table HR criteria conditions are defined from. For example, select the HR Profile (sn_hr_core_profile) table to select a field and define a condition. Condition The field from the table selected and a value that defines the condition. For example, you can select the following conditions from the HR Profile (sn_hr_core_profile) table: Home country\ is United States of America This condition selects all employees who have a home country of the United States. Active Determines if the condition is active and available to use All rights reserved. 84

85 5. Field User column Determines if a specific field is used when evaluating a condition for a user. After creating a condition, a blue, clickable link appears with the number of matching records. Click the link to see if the correct users are being selected based on the condition. Click Save from the Content menu to remain on the HR Condition form, or click Submit or Update. The HR Criteria form appears. HR Document Templates HR Document Templates are used to create and modify reuseable HR documents. There are two types of document templates: Document templates PDF document templates Document templates are created within the HR application and use variables to pre-fill information from tables into the document. Default document templates provided are: Employee Verification Letter in Canada Employee Verification Letter in USA Offer Letter Template Education Agreement PDF templates originate from Managed Documents and use field mapping to pre-fill information from tables into the document. Refer to Managed Document features Default PDF templates provided are: Non-Disclosure Agreement (Sample) Both templates generate PDF documents that can be reviewed or printed and can require multiple signatures. Before you begin generating documents, configure the templates with your company logo and text. Obtain the following items and information to create or configure the predefined HR document templates. A page of your company letterhead. Copies of your current employment verification letter and offer letter templates, if available. The logo image to use in your header. The header image can be a maximum of 50px high. If your letterhead includes a logo and text, ensure that the logo image includes the text, as you can only configure the image in the header. The logo image to use in your footer, if applicable. The logo image can be a maximum of 15px high. You can configure both an image and text in the footer. Add or modify a document template Document templates are created within the HR application and use variables to pre-fill information from tables into HR document templates. Role required: sn_hr_core.manager and sn_hr_le.admin By default, examples of employment verification letters, educational reimbursement agreements, and an offer letter are provided All rights reserved. 85

86 Note: The example offer letter only appears when the Human Resources Scoped App: Lifecycle Events is activated. Navigate to HR Administration > Document Templates. Click New or edit an existing document template. When you select New, HR Document Templates list appears. Select Document Template. Complete the form. Option Name Enter a name for your document template. Table Select the table associated with the type of letter. The table determines the available variables that can be used. Note: Only tables that you have access to appear. Document type Select the document type the template applies to. Click New from HR Document Type to create a document type. Note: When creating a document type, the Value auto-populates from the name you enter (all lower case and underscores). Header image Select to add a new image in the header. You can add your company logo using this feature. Note: For best results, ensure that the image is optimized and a Scalable Vector Graphics (SVG) file. Header image position Select where you want the header image to appear. HR criteria Select the audience criteria for this document. For example, you can create a letter intended for only Canadian employees All rights reserved. 86

87 Option Body Enter and format the text in the Body. To insert variables, place your cursor in the desired location and click the variable. Available variables are listed under Fields. Use the formatting tools in the Body to apply formatting options, such as bold, italic, underline, font styling. The body is a place holder for HTML text and tokenized variables. When the PDF is generated, the variables are resolved before sending it to the PDF Generator [com.snc.pdf_generator] plugin. Note: Currently, there is no support for style tags to align text left or right. Space indentation must be used. Jelly and CSS Styling are not supported. Select variables A list of variables that can be used in the body of the letter. Variables pull information from the selected table to customize the letter. Note: Only variables that you have access to appear. Footer image Select a footer image. Note: For best results, ensure that the image is optimized and a Scalable Vector Graphics (SVG) file. Footer image position Select where you want the footer image to appear. Footer text Enter text. For example, you can add proprietary and confidential statements. Page size Select the page size from the choice list. Note: A4 is 8.3 x 17 inches or 210 x 297 millimeters Place the cursor in the desired location in the body and use the Insert date or Insert signature buttons. You can use these multiple times using different types of dates or signatures based on the variables you choose. Click Save to save your document and remain on the HR Document Template form or click Submit to save and return to the HR Document Templates list. Review the look of the generated letter by impersonating an employee and submitting the associated catalog item. Impersonate the user assigned to work on the case to generate the letter within the HR case. Continue editing and testing the letter template until you are satisfied with the generated PDF. Use the formatting tools to perform any of the following actions All rights reserved. 87

88 Format the text Select the text to format and apply any of the formatting options, such as bold, italic, underline, font styling. You can apply justification, bullets, and numbers as needed. Add an image Click the image icon and attach the image or search for it in the image library. You can also add an image to the library. Add or modify a PDF document template PDF document templates originate from Managed Documents and use field mapping to pre-fill information from tables into HR document templates. Role required: sn_hr_core.manager Customers can scan a document, create a PDF from the scan, and map fields to make them editable or pull information from an HR table. As a default, the Non-Disclosure Agreement document template is provided as an example of a PDF document template. Note: Refer to Managed Document features. Navigate to HR Administration > Document Templates. Click New or edit an existing document template. When you select New, HR Document Templates list appears. Select PDF Document Template. Complete the form. Option Name Enter a name that represents the document. Table Select the table associated with the type of letter. The table determines the available fields that can be mapped. Note: Only tables that you have access to appear. Document type This field is not used All rights reserved. 88

89 Option Document revision Select the document and revision the PDF document template is based on. Documents listed originate from Managed Documents. Note: User group and document owner determine what revisions are available to view or select. 5. HR criteria This field is not used. Mark Signatures Click to map where signatures are required in the document. PDF Preview Click to view a preview of the document. 6. Click Save to save your document and the Parse PDF link appears under the Related Links section. This link only appears when there are fields that can be mapped. Click Parse PDF. 7. The PDF Template Mappings section and fields display. Create or modify a PDF template mapping PDF template mapping allows you to pre-fill information from tables into a reuseable HR document configured in a PDF document template. Role required: sn_hr.core_admin PDF template mapping is accessed from a PDF document template. Refer to Add or modify a PDF document template on page 88. Click New or an existing PDF template mapping to edit. The PDF Template Mapping form appears. Complete the form. Option Field name Enter a name that represents the field mapping. HR PDF template The name of the PDF template associated with the field mapping. Document field type Select the type of field you are mapping. The choices are: Preview value Signature Text Field Checkbox Combo Radio Enter a field mapping value for preview. Note: Use this field to test a field value without going through the process of mapping fields or creating a case to test your mappings. What you enter here appears in your document All rights reserved. 89

90 Option Advanced script Use to configure script fields for complex mapping of a field. For example, to map a Social Security Number from the HR Profile [sn_hr_core_profile] table to a document and format it correctly, a script is used. Mapping table The table the mapped fields come from. Mapping field The field that maps information into your document. Use signing date Check when the signing date should be captured with the signature when a user signs the document. Page number The page number of the PDF document the mapped field should insert information. For example, enter 2 when the mapped field appears on page 2 of the PDF document. Active Check to activate the field mapping. Click Save to save your field mapping and remain on the PDF template mapping form, or click Submit to save your field mapping and return to the HR Document Templates list. COE Configuration Choose the Center of Excellence (COE) your company uses. Role required: sn_hr_core.admin Only licensed COEs appear. COEs represent HR catalog categories, but also the service life cycle functionality across definition, request, and fulfillment. Refer to View or modify Center of Excellence (COE) on page 11 Navigate to HR Administration > COE Configuration. Enable the COE (green) or disable (gray) it. Click Save All rights reserved. 90

91 Only active COEs appear when creating or transferring an HR case. HR Surveys HR Surveys let users rate their satisfaction with HR case resolution, and provide management with feedback to improve HR processes. Two predefined HR surveys are provided: HR Request Satisfaction Survey and HR Exit Survey. HR administrators and HR managers can edit HR surveys and the associated trigger conditions. The HR Request Satisfaction Survey is triggered randomly for 50% of closed HR cases. Users receive an with the survey link after they accept the resolution or when the HR case is closed incomplete. The HR Exit Survey is triggered for employees in the offboarding process. It is sent to all offboarding employees when the HR task state is Work in Progress. HR managers and administrators can review responses by question and see a scorecard. Comments entered by users provide feedback that can be used to improve the performance of HR case management. The following survey options can be configured. The look and feel of the questionnaire, for example, by adding the company logo. Conditional questions that appear when users answer other questions in a certain way. The trigger condition, for example, to send it for every case or to a lower percentage of users. With trigger conditions, the system generates a survey instance each time a specific action occurs on a given table, such as when an HR request closes. You can choose to send a survey every time the condition is met. Or, you can set a probability for the system to send a survey at random when the condition is met. Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. For more detailed information about working with surveys, trigger conditions, and survey questions, see Survey Management. Create or modify an HR survey You can modify the predefined HR satisfaction surveys to suit the needs of the organization, and create HR surveys. Role required: sn_hr_core.admin or sn_hr_core.manager For example, to create an HR survey to gauge the employee satisfaction of HR processes or services. The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. When you save the survey, the survey definition is automatically added. See Survey designer. Navigate to HR Administration > Surveys > All HR Surveys. Click New or open an existing survey. Complete the form. Some fields were eliminated for HR. See Modify a survey definition. Click Submit. Create or modify HR survey categories and questions When an HR survey definition is created, a survey category is automatically added. You can create questions that are associated with this category or define another category for questions. Role required: admin, hr_admin, or hr_manager For example, the HR Request Satisfaction Survey has one category, with four questions about satisfaction with the HR request process. You can define another category to ask about satisfaction with the HR agent who handled the case, or you can add more questions to the existing category All rights reserved. 91

92 The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. 5. Navigate to HR Administration > Surveys > HR Surveys, and open the survey to add questions. In the Metrics Categories related list, complete one of the following actions. Option Add or edit questions in an existing category Click the category name. Add a category and questions Click New. Enter the category name and description, right-click the form header, and click Save. The Survey Category form that appears includes the Assessment Metrics related list, which contains any questions that are already defined. To edit a question, complete the following steps. a) Click the question text and edit the fields on the form. b) Click Update. c) If required by the question type, add definitions in the Assessment Metric Definitions related list. For example, Likert and numeric scale data types require the scale metric definitions. To add a question, complete the following steps. a) Click New and complete the form. b) Right-click the header and click Save. Additional fields appear based on the selected data type. For example, if you select Choice, you must enter the scale definition. c) If applicable, add definitions in the Assessment Metric Definitions related list. For example, the Choice data type requires that you enter the choices. Click Update. The Survey Definition reopens. Publish a new HR survey Publish a new survey so users can complete it. Role required: sn_hr_core.admin, or sn_hr_core.manager After a survey is published, you can edit it and it remains published. The State field on the Survey Definition form indicates whether the survey is published. Navigate to HR Administration > Surveys > All HR Surveys, and open the survey to publish. Click Publish. If there are assigned users, the system automatically generates a survey instance. You can click Send Invitations to send a notification to the assigned users with a link. Assigned users can also navigate to Self-Service > My Assessments and Surveys to take the survey. Note: A survey cannot be returned to the Draft state after it has been published. You can, however, deactivate a survey by clearing the Active check box. If you want employees to receive a link to a survey, such as the HR Request Satisfaction Survey, create a notification. To get the URL of the published survey so it can be included in the notification, click the View Survey URL related link. You can copy the URL and paste it as a hyperlink in the notification All rights reserved. 92

93 Create a trigger condition for an HR survey When you create an HR survey, you can add a trigger condition to specify when the survey is sent and to whom. Role required: sn_hr_core.admin, or sn_hr_core.manager Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. Some descriptions use the Incident table as an example. Substitute HR case information to create an HR survey trigger condition. Note: To create a trigger condition: A user with the HR Admin role must also be designated as an HR delegated developer. Via the Settings icon, this user must change the Developer application from Global to Human Resources: Core. Navigate to HR Administration > Surveys > Trigger Conditions. Click New. Complete the form. Table 18: Trigger condition fields Field Assessment Survey to send. Table Table to run the trigger condition on. You can select only tables in the current application scope. For example, to send a survey whenever an incident closes, select the Incident [incident] table. User field Field that stores the users you want to send the survey. You can select any field, on the selected table or on a referenced table, that references the User [sys_user] table. Use the tree picker to select a field. Note: To avoid requiring users to log in to take a survey with a trigger condition, set the survey to Public All rights reserved. 93

94 Field Repeat interval Minimum period that must pass before the trigger condition can resend the survey to the same user. For example, assume the repeat interval is set to 30 days. Even if the same user qualifies for multiple surveys from this trigger condition, the system can send only one survey every 30 days. Note: Ensure that the Schedule period of the selected survey definition is set to No Limit. If the schedule period is set to a different value, it prevents the trigger condition from sending surveys as expected. Application [Admin only] Application is set to Global. Active Check box that determines whether this trigger condition is active (selected). Business rule [Admin only] Business rule the system creates to monitor the selected table. When the condition is met, the business rule sends the survey to the correct user. No configuration is necessary for this business rule. Trigger randomly Check box that determines whether to send the survey to the appropriate user every time the condition is met (cleared) or only a percentage of the time (selected). Probability (%) Approximate probability that the survey is sent each time the condition is met. For example, if the probability is set to 50, the system sends the survey approximately 50% of the time the conditions are met. There are no repeat interval restrictions is assumed. This field is visible and required only when Trigger randomly is selected All rights reserved. 94

95 Field Related Field 1-4 Field that contains a value you want to store for reporting purposes. You can pick any reference field on the selected table. When the trigger condition generates a survey instance, the system stores the value from the triggering record. Specify up to four fields. For example, select the Incident table, Assigned to and Problem as related fields. The system stores the assigned user and problem associated with the incident as Related record 1 and Related record 2 in the survey instance record. To view the fields, configure the form for any survey instance. Note: You cannot use a related field for the ticket number because you cannot select the Number column. You can, however, use the trigger_id column of the table. Summary information to identify the trigger condition. Note: For a triggered record, the table title is used for the survey description. Condition Condition builder that defines the criteria that must be true to send the survey. For example, to send a survey whenever an incident closes, create the condition [State] [is] [Closed]. Click Submit. Managed Lists You can use the Managed Lists module to view and manage administrative areas like departments, locations, positions, and details about HR services. To access managed lists, go to HR Administration > Managed Lists. Departments Departments are assigned in an employee user profile, and are synchronized to the HR profile. Role required: sn_hr_core.admin HR Admin can view, edit, or create departments. Navigate to HR Administration > Managed Lists > Departments. Click a department name to view or edit details for that department. Click New to create a department. Use the ID field to enter a company-specific department number All rights reserved. 95

96 Click Save to stay on the Departments form. The Expense Allocations and Users tabs appear. Click Expense Allocations to view all expense allocations associated with the department. Click New to create a new expense allocation associated with the department. Click Users to view all users associated with the department. Click New to create a new user associated with the department. Click Save to stay on the Departments form or Update to return to the Departments list. Locations Location records store the address and contact details for each site in your organization, and are assigned in the employee HR profile and user records. The location of an HR agent can be used for automatic assignment of HR cases. Role required: sn_hr_core.admin The HR Administrator can view, edit, or create locations Navigate to HR Administration > Managed Lists > Locations. Click a location name to view or edit details for that location. Click New to create a location. Click Save to stay on the Locations form. The Locations section displays at the bottom of the form. Use to create a parent/child relationship between locations. Click New to create a child location. Click Save to stay on the Locations form or Submit to return to the Locations list. Define an organization position As part of the Human Resources setup process, you define positions to describe employee job functions within the organization. Positions are associated with employees in the HR profile. Role required: sn_hr_core.admin, sn_hr_core.position_writer, hr_basic, hr_dispatcher, or hr_manager Create position records for your organization. Other organization information, such as location and department information, is already set up in the system and used in User [sys_user] records. 5. Navigate to HR Administration > Managed Lists > Positions. Click New to create a position, or click an entry to open an existing position. If you view an existing position, the HR Profiles related list displays HR profiles of users assigned to the position at the bottom. Enter the Position title and select the Department. Check Active. Click Save to stay on the Positions form or Submit to return to the Positions list. Define a relationship As part of the Human Resources setup process, you define relationships to describe how contacts and beneficiaries are related to employees. Role required: sn_hr_core.admin, sn_hr_core.secure_info_writer, sn_hr_core.basic, or sn_hr_core.manager Create relationship records for your organization. Enter the relationship identifier or name. For example, Aunt. Enter a value for the relationship. Used to further define the relationship. Check Dependent when the relationship is a dependent on the employee for benefits or support. Click Submit All rights reserved. 96

97 Create or modify a benefit type Benefit types are benefits offered by your company in addition to salary. Role required: sn_hr_core.basic, or sn_hr_core.manager You can add or modify a benefit type using the Managed Lists module. Navigate to HR Administration > Managed Lists > Benefit Types. The HR Benefit Types list opens. Click New to create a benefit type or on an existing benefit type to edit. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 19: HR Benefit Type form Field Name Benefit type. Value Issue value name, such as benefit_401k, or basic_life. Type Click and select the benefit type. Benefit types are: HR Disability Benefit HR Health Benefit HR Insurance Benefit HR Retirement Benefit Active Check to make this benefit type active and available to use. Requires beneficiaries Check to indicate that this benefit type requires beneficiaries to be entered when selected. Click Save. The HR Benefit Plans section appears. Click New to create a benefit plan associated with the benefit type. To modify benefit type data, find the existing benefit type in the HR Benefit Types list. You can use the list search menu by typing the benefit type and pressing Enter. Click the benefit type to open the form. The HR Benefit Type form opens displaying the benefit type and other populated fields. Modify the form. Click Update. Create or modify a benefit plan You can add or modify a benefit plan and provider using the Benefit Plan for under Managed Lists. The plan name is a combination of the provider and plan type. Role required: sn_hr_core.basic, or sn_hr_core.manager Navigate to HR Administration > Managed Lists > Benefit Plans. The HR Benefit Plans list opens. Click New to create a benefit plan or on an existing plan to edit All rights reserved. 97

98 Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 20: HR Benefit Plan form Field Plan name The name of the benefit plan. This field is a combination the Provider name and Plan type. After you enter a Provider and Plan type, this field fills in. Provider Click and select the name of the benefit provider. For new providers, click the Reference field icon to enter details about the provider. This field combines with Plan type to create the Plan name. Benefit type The type of insurance or financial services provided. Plan type The name of the specific insurance or financial services plan offered by the provider. The Plan type combined with the Provider name make up the Plan name. Active Check to make this benefit plan active and available to use. Plan administrator Click and select the company representative responsible for this benefit plan. The plan administrator is the person that communicates directly with the provider, understand the details of the benefit plan, and can be a point-of-contact for questions or Plan URL Click and enter the website or link to the benefit plan. Click Save to stay on the HR Benefit Plan form or Update to return to the HR Benefit Plans list. Create or modify a disciplinary issue type Disciplinary issue types are misconduct that can trigger a disciplinary action. Role required: sn_hr_core.basic, or sn_hr_core.manager Disciplinary issue types can be viewed at HR Administration > Managed Lists > Disciplinary Issue Types. Default types of disciplinary issues include: Absenteeism Abusive Language or Behavior All rights reserved. 98

99 Improper Dress Misconduct Insubordination Tardiness Improper Use of Equipment Unsatisfactory Work Performance Failure to Follow Corporate Policy Other Navigate to HR Administration > Managed Lists > Disciplinary Issues Types. The HR Disciplinary Issue Types list opens. Click New to open a disciplinary issue type record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Field Issue The disciplinary issue. Order Number set to indicate the order in which the issue appears in the HR Disciplinary Issue Types list. Value Issue value name, such as absenteeism, or improper_dress. Click Save to stay on the HR Disciplinary Issue Type form or Submit to return to the HR Disciplinary Issue Types list. To modify disciplinary issue type data, find the existing disciplinary issue type in the HR Disciplinary Issue Types list. You can use the list search menu by typing the disciplinary issue type and pressing Enter. Click the disciplinary issue type to open the form. The HR Disciplinary Issue Type form opens displaying the issue and other populated fields. Modify the form. Click Save to stay on the HR Disciplinary Issue Type form or Update to return to the HR Disciplinary Issue Types list. Create or modify a disciplinary warning type A disciplinary warning type is the method used to communicate or the action taken as a result of a disciplinary type. Role required: sn_hr_core.basic, or sn_hr_core.manager Navigate to HR Administration > Managed Lists > Warning Types. The HR Disciplinary Warning Types list opens. Click New to create a disciplinary issue type record or on an existing record to edit. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 21: HR Disciplinary Warning Type form Field Warning Warning type or action All rights reserved. 99

100 5. Field Order Number set to indicate the order in which the issue appears in the HR Disciplinary Warning Types list. Value Issue value name, such as verbal or written. Click Save to stay on the HR Warning Type form or Submit to return to the HR Warning Types list. Click Update to return to the HR Warning Types list. Create or modify an HR operations system You can add or modify an HR operations system using the HR Administration module. Role required: sn_hr_core.basic or sn_hr_core.manager Navigate to HR Administration > Managed Lists > HR Systems. The HR Operating Systems list opens. Click New to open an HR Operations System record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 22: HR OIperations System form Field Name Name of the HR system. Contact The internal company contact for the system. URL The web address for the HR system. Active Check to make active and available to use. Order Number set to indicate the order in which the issue appears in the HR Operations Systems list. Click Save to stay on the HR Operations System form or Submit to return to the HR Operations Systems list. To modify an HR system, find the existing HR system in the HR Operations Systems list. You can use the list search menu by typing the HR system and pressing Enter. Click the warning type to open the form. The HR Operations System form opens displaying the system and other populated fields. Modify the form. Click Save to stay on the HR Operations System form or Update to return to the HR Operations Systems list. Create or modify HR system report frequencies HR operations report frequencies determines how often reports are generated. Role required: sn_hr_core.basic or sn_hr_core.manager Employees can ask about HR report frequencies or request an HR report frequency through the HR Service Portal. By default, the report frequencies available are: All rights reserved. 100

101 Daily Weekly Monthly Quarterly Yearly Navigate to HR Administration > Managed Lists > Report Frequencies.. The HR Operations Report Frequencies list opens. Click New to create an HR operations report frequency record or on an existing record to edit. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 23: HR Operations Report Frequency form Field Report frequency How often the report generates, for example, daily, weekly, monthly. Domain 5. Click Save to save the record and stay on the HR Operations Report Frequency form. Click Submit and return to the HR Operations Report Frequency list. Create or modify an HR system report type Report types define the category of information that appears in an HR operational report. Role required: hr_basic, or hr_manager Types of system reports include: Customer Satisfaction Compliance Operational Trend Analysis Other Navigate to HR Administration > Managed Lists > Report Types. The HR Operations Report Types list opens. Click New to open a system report type record. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 24: HR Operations Report Type form 5. Field Report type The kind of report to generate, such as, compliance or operational. Click Submit. The system report type is listed in the HR Operations Report Types list. To modify the system report type data, find the existing system report type in the HR Operations Report Types list All rights reserved. 101

102 You can use the list search menu by typing the report type name and pressing Enter. Click the system report type to open the form. The HR Operations Report Type form opens displaying the report type. Modify the form. Click Update. Create or modify a Visa category You can add or modify a Visa category using the HR Administrations module. Currently, there are two types of visas: Business - employee is traveling to a foreign country to conduct business. An example is Joe Employee is traveling to Japan for a week for meetings with a customer and co-workers in the Tokyo office. Work - employee is traveling to a foreign country to work as an expatriate (expat). An example is Joe Employee is relocating to the Tokyo office to work in Japan for two years. To create or modify a Visa category: Navigate to HR Administration > Managed Lists > Visa Category. The HR Visa Categories list opens. Click New or a Visa category. Complete the form. (The fields you see depend on how the form is configured and what fields are selected to display.) Table 25: HR Visa Category form Field Visa category Enter or edit the name of the Visa category. Click Submit or Update. The Visa category displays in the HR Visa Categories list. HR Knowledge Management An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on. HR Knowledge Management allows you to create and maintain articles specific to HR and share them across the organization. The Human Resources application provides the Human Resources General Knowledge base specifically for this content. Benefits of using this knowledge base include: Employees have one source of information that is easy to search. Information can be kept up-to-date, as knowledge articles have a defined life span: Create, review, update, publish, and retire. Contextual search of the HR knowledge base is performed during HR case entry based on words entered in the short description. A list of the relevant articles displays automatically. If an article answers the question, the employee does not need to submit the case. HR agents can attach knowledge articles to HR cases to respond to the employee request. Organizations have different HR policies and benefits packages based on location or business unit. For example, holiday schedules and medical benefits vary by country, or there are different policies for a manufacturing plant than for your corporate offices. You can define multiple HR knowledge bases as needed, and define user criteria to specify which knowledge base users have access to All rights reserved. 102

103 It is important to assign a knowledge manager to each HR knowledge base. Users with the hr_kb_writer role can create and edit HR knowledge articles. The HR knowledge manager has the following responsibilities. Ensure that the HR knowledge base contains all HR documentation. Devise a way to identify missing content, such as questions from employees that are not answered in knowledge articles, and to add the content. Implement a process for HR knowledge article life span: Author, review, update, publish, retire. Schedule regular review of content so it can be updated or retired. Refer to the Knowledge Management guide for users for more information. Attach a knowledge article to an HR case You can add a knowledge article to an HR case to help process that record. For example, you can attach an article about the company dress code policy when an HR case is submitted that asks about wearing shorts to work. Role required: hr_basic or hr_case_writer When you open an active HR case record, a list of Knowledge results appears below the comments based on keywords in the text. There are two tabs of results based on the user criteria that is associated with the knowledge base. My Results displays a list of articles you can access. [employee name] Results displays a list of articles that the Opened for employee can access. You can preview an article, and, if relevant, attach it to the case. You can also scroll to the Attached Knowledge related list to add or view knowledge articles related to that record. Navigate to HR Case Management > Case Management and open one of the modules, such as Assigned to me or Open. Open the HR case. Review the list of suggested knowledge articles, and: Option Preview the article Click Preview next to the article. After reviewing the article in the pop-up window, click Attach to HR Case if it is relevant, or click (X) to close the article. Attach the article without previewing it Click Attach next to the article. When you attach an article, its text is copied to Additional comments. After you save the case, it appears also in the Attached Knowledge related list. To attach a knowledge article in the Attached Knowledge related list, complete the following steps. a) In the Attached Knowledge related list, click Edit. b) Optional: If necessary, change the knowledge base to search within. c) To search for articles based on content in the article, add a condition, for example, [Short description] [contains] [dress code], and click Run filter. d) Select the knowledge base number in the Collection list and click the right arrow to move it to the Attached Knowledge List. When you select an article number, its topic and short description appear below the list. e) Click Save All rights reserved. 103

104 HR Services for Case and Knowledge Management HR service categorization is important for organizing the HR services your company provides and for reporting and integration purposes. HR service categorization starts with the number of HR services your company provides. Does your company provide one or multiple HR services? For example, your company can provide multiple retirement plans with each having different fulfillment instructions with a separate service for each. There are four levels to HR service categorization: Center of Excellence (COE) Topic Category Topic Detail HR Service Each level provides additional details. Define the appropriate categorization. At the top level, identifying the Center of Excellence (COE) determines the case table used for cases originating from the service. COEs are tables that extend the HR case table. Topic Category is below COE. Use the topic category to organize your HR services. For example, some companies split Total Rewards (COE) into Benefits and Compensation. Topic details provide a granular level of categorization and are useful for reporting purposes. For example, you can create a Medical Plan topic detail that would fall under the Benefits topic category. This structure allows you to report on the number of cases filed against medical plans when there are multiple HR services. HR Services identify specific fields you want to capture on the HR case. You can create tasks to capture this information. Define the fulfillment process. Create tasks to capture all work required for other individuals or departments. Acknowledgement types can be used to ensure that a task is completed. Instructions on how to complete a task can also be included. Figure 5: HR Categorization All rights reserved. 104

105 HR services setup HR Services is the starting point for creating or customizing your system. The base system provides basic HR services and the required support data. Refer to Provided HR services on page 105. To set up or customize your system: Create or edit an HR Service. Go to HR Services > HR Service Configuration. Create or select a Topic Detail associated with the HR Service. The Topic Detail determines the table a service is created in. Select or create an HR template for use when an HR case is created when you want the HR service to contain default information. This step is optional. Select or create a Record producer when you want the HR service available in the HR catalog. This step is optional. The table of the Record producer must match the COE. Create or select a Lifecycle event type only when the HR service is a Lifecycle Event. This step requires the HR service to span across applications and is optional. Optional: Add HR service options. Optional: Add approvers. Enter a description. Add fulfillment instructions. Add knowledge articles. Optional: Add service table fields. Optional: Add subject person related lists. Optional: Add service activities. Provided HR services The base application provides HR services that can be used or changed All rights reserved. 105

106 COE HR service name Topic detail Employee Relations Disciplinary Issue Service for issuing Other a disciplinary issue. Employee Relations Disciplinary Issue Inquiry Service for requesting information on a disciplinary issue. Other General Bulk Parent Case Service to track bulk cases. General General General Inquiry Service for a general HR inquiry. General HRIT Operations HR Accounts Inquiry Service for Inquiry inquiring about HR accounts. HRIT Operations HR Portal Support Service for HR Request Portal Support request. HR Portal HRIT Operations HR Account Access Request Service for HR account access request. Account Access HRIT Operations Password Reset Service for password reset. Password Reset HRIT Operations Report Inquiry Service for HR report inquiry. Inquiry HRIT Operations Report Request Service for an HR report request. Report Request HRIT Operations Setup New Hire HR Profile HR service to set New Account up employee HR Creation profile in the HRIS system. Lifecycle Events Request OnboardingService to onboard a new employee. New Hire Onboarding Lifecycle Events Account Notification HR service to set up account. Account Notification Payroll Direct Deposit Inquiry Service for direct deposit inquiry. Direct Deposit Setup Payroll Direct Deposit Setup Service for direct deposit setup. Direct Deposit Setup Payroll Employee Payroll Setup Request HR service to set Payroll System up an employee in the payroll system. Application All rights reserved. 106

107 COE HR service name Topic detail Payroll Payroll Discrepancy Service for claiming a payroll discrepancy. Discrepancy Payroll Request Corporate Credit Card Request for company credit card. Corporate Credit Card Request Talent Management Employee Travel Visa Request Request Work Visa assistance to get a travel visa. Talent Management Request Background Check Request a Background background check Check for a new hire. Talent Management Request Drug Screen HR Service to schedule an employee drug screen. Drug Screening Talent Management Work Visa Transfer Request HR Service to process an employee work visa transfer. Work Visa Total Rewards 401(k) Retirement Request Plan Enrollment information Inquiry on available retirement plans. Retirement Total Rewards 401(k) Retirement Service for 401(k) Plan Enrollment/ retirement plan Modification enrollment or modification. Retirement Total Rewards 401(k) Retirement Request Retirement Plan Inquiry information on a specific retirement plan. Total Rewards Beneficiaries Add/ Service for adding Beneficiaries Modify or modifying beneficiaries. Total Rewards Beneficiaries Inquiry Total Rewards Dental Benefits Service for Dental Enrollment Inquiry Dental Benefits Enrollment Inquiry. Total Rewards Dental Benefits Enrollment/ Modification Service for requesting information on beneficiaries. Service for Dental Benefits Enrollment/ Modification. Application Beneficiaries Dental All rights reserved. 107

108 COE HR service name Topic detail Total Rewards Dental Benefits Inquiry Service for dental benefits inquiry. Dental Total Rewards General Benefits Inquiry Service for general benefits inquiry. Inquiry Total Rewards Leave Of Absence Request a leave of Leave of Absence absence. Total Rewards Medical Benefits Service for Medical Enrollment Inquiry medical benefits enrollment inquiry. Total Rewards Medical Benefits Enrollment/ Modification Service for medical benefits enrollment or modification. Medical Total Rewards Medical Benefits Inquiry Service for medical benefits inquiry. Medical Total Rewards Pharmacy Service for Pharmacy Benefits pharmacy benefits Enrollment Inquiry enrollment inquiry. Total Rewards Pharmacy Benefits Enrollment/ Modification Service for Pharmacy pharmacy benefits enrollment or modification. Total Rewards Pharmacy Benefits Inquiry Service for Pharmacy pharmacy benefits inquiry. Total Rewards Request LOA URL Leave Of Absence Leave of Absence URL. Total Rewards Tuition Reimbursement Inquiry Service for tuition reimbursement inquiry. Tuition Reimbursement Total Rewards Tuition Reimbursement Request Service for tuition reimbursement request. Tuition Reimbursement Total Rewards Vision Benefits Service for Vision Enrollment Inquiry vision benefits enrollment inquiry. Total Rewards Vision Benefits Enrollment/ Modification Service for vision benefits enrollment or modification. Vision Total Rewards Vision Benefits Inquiry Service for vision benefits inquiry. Vision Application All rights reserved. 108

109 COE HR service name Topic detail Workforce Administration Employee Profile Update Triggers employee Profile Update profile update workflow when changed fields are not white listed. Workforce Administration Profile Update HR employee verification process for employment verification letter. Employment Verification Workforce Administration Request Relocation Assistance Service for relocation assistance request. Relocation Assistance Application Create or modify HR services HR Services are the benefits, assistance, and support your HR department provides to your employees. Role required: sn_hr_core.admin HR Services represent the entire HR process from definition, request, and fulfillment. HR Services is the starting point for case creation. HR Services provides: Name of the service being provided. Links to the Topic detail. Topic detail is linked to the Topic category. Links to an HR case template. HR case templates populate data into a case and link child cases and tasks. Links to a record producer. Able to add fulfillment instructions for HR cases associated with the HR service. Provides a checklist for the HR agent to follow while working the case. Lists available service table fields to display. You can customize the fulfillment process by category or case type and provide a checklist to ensure that progress is tracked. Navigate to HR Administration > HR Services > HR Service Configuration. Click New. Fill in the form. Option HR service name Name of the HR service. Value The value automatically fills after entering the Name. This value is used in scripts. Topic detail Click the Lookup using list icon and select the topic detail associated with this HR service. Topic category The topic category the HR service is under. The value depends on the topic detail selected. COE The Center of Excellence displays dependent on topic detail selected All rights reserved. 109

110 Option Active Check to make this service active. Template Select the HR template associated with this HR service. Click New to create an HR Case template. Record producer Select the record producer associated with this HR service. Click New to create a record producer. Record producers are associated with tables and a specific type of catalog item. Refer to../../service-catalogmanagement/concept/ c_recordproducer.dita#concepts3dxkd2p. Lifecycle Event Type Select the Lifecycle Event Type that the HR Service belongs to. Entering a Lifecycle Event Type ensures that the activities in an activity set can be associated with an HR case. Case options Select case options you want associated with this HR service. Click New to create a case option. You can add the following as defaults for cases created for this type of service: Add Manager to Watchlist - The manager of the subject person is added to the watchlist and receives notifications about the case. Automatically Create Draft Document Automatically place a document for HR services to the subject person on the HR Service Portal. An example is when an employee requests tuition reimbursement. An education expense agreement document is automatically sent to the employee to sign. Do Not Default Subject Person - Subject Person is not defaulted from the Opened for person when a case is created. Skip Auto Assign - HR case is not automatically assigned to an HR group or agent. Skip Automatic User Acceptance State Select to bypass the user acceptance state. User Cannot Cancel - Subject person on HR case cannot cancel it All rights reserved. 110

111 Option Approvers Select users that can approve the cases created from the HR service. Workflows or service activities use this field to determine who should approve a case created from this HR service. The defaults are: Opened for Department head Opened for Manager Subject person Department head Subject person Manager Note: Click New to add an approval person from an HR case table. Enter a description of this HR service. Fulfillment Instructions Enter instructions that appear on the case form. Fulfillment instructions guide the HR agent on how to complete the case or task. Fulfillment instructions provide an overview of the requirements to complete the task or case. HR Service Additional Information Select the Service table fields to display for the HR service. Service table fields come from the COE table associated with the HR service. Click and select the Subject person related lists to be associated with the HR service. This tab lists all tables that have data related to the profile and can be used as a reference to the case. Note: The base system provides default Subject person related lists, but configurable. Knowledge articles Select knowledge articles on how to complete the HR case associated with the HR service. Note: Knowledge articles are only visible to HR agents and not employees. Checklist Create items to appear as a checklist. A checklist provides list of required things to be done for the case or task and the ability to check them off when completed. Note: When a form is configured to have a checklist and it does not show, refresh your web page. Service Activities Displays for HR services that require an activity type of task or approval All rights reserved. 111

112 5. From the Form Context Menu, click Save to save your work and remain on the HR Service form. The Service Activities section displays. Service activities are approvals or tasks. Refer to Create or modify a Service Activity on page 11 Click Update to save your work and return to the HR Services list. Create or modify a Service Activity Service activities are tasks or approvals associated with an HR Service. Role required: sn_hr_core.admin 5. Navigate to HR ServicesHR Administration > HR Services > HR Service Configuration. Click New or an existing HR service. Complete or edit the HR Service form. Click Save and the Service Activities section shows. Click New or an existing Service Activity to edit. Option Activity Type Select the activity type associated with the service activity. The choices are: Approval Task Name Enter or edit a name that identifies the service activity. Parent HR Service The name of HR service the service activity belongs to shows. Order The numeric sequence the task or the approval is available to the subject person when associated with an HR service. Note: The state of the task must be Closed Complete, Accepted, or Rejected before the next task or approval in sequence is made available. Service Activities with identical order numbers are made available at the same time. 6. Click Save to save the service activity and remain on the Service Activity form. Click Submit to save the service activity and return to the HR Service form. View or modify Center of Excellence (COE) HR Center of Excellence represents HR catalog categories, but also the service life cycle functionality across definition, request, and fulfillment. Role required: sn_hr_core.admin HR COE is the top-level bucket to group the services your company provides. It also: Determines the case table to use when creating the service. The service and record producer determines the case table. The case table also determines the type of case when using the HR service All rights reserved. 112

113 There are pre-defined COEs in the application that extend the HR Case [sn_hr_core_case] table. HR Employee Relations Case [sn_hr_core_case_relations] HR Lifecycle Events Case [sn_hr_le_case] Available with the Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] plugin. HR Payroll Case [sn_hr_core_case_payroll] Talent Management [sn_hr_core_talent_management] HR Total Rewards Case [sn_hr_core_case_total_rewards] HR Workforce Administration Case [sn_hr_core_case_workforce_admin] HRIT Operations Case [sn_hr_core_case_operations] Note: Tables are where cases get created. Creating a COE means creating a new table that extends the HR Case [sn_hr_core_case] table. HR topic categories HR topic categories are associated with HR topic details. Although topic categories look similar to catalog categories, they are primarily used to group common HR services and topic details under Center of Excellence (COE) for reporting purposes. The following HR topic categories are predefined. Administrators can create HR topic categories in the Topic Categories module and define topic details to use the categories. Table 26: HR categories Name COE Accounts / Access Control HRIT Operations Case [sn_hr_core_case_operations] Inquire about HR systems, access, or password reset. Accounts / Access Control HR Lifecycle Events Case Request access to internal [sn_hr_core_case_lifecycle_events] company systems. Benefits HR Total Rewards Case Request information about [sn_hr_core_case_total_rewards] or enroll in benefit programs offered by your company. Also, add beneficiaries and make general inquiries about benefits. General HR Case [sn_hr_core_case] HR Operations HR Workforce Request an employment Administration Case verification letter. [sn_hr_core_case_workforce_admin] HR System Support HRIT Operations Case [sn_hr_core_case_operations] Request support for HR systems. Payroll Administration HR Payroll Case [sn_hr_core_case_payroll] Ask about or report a discrepancy in your paycheck. Ask a question about payroll or salary. Performance HR Employee Relations Case [sn_hr_core_case_relations] Inquire about or report a disciplinary issue. Ask a general question about HR services All rights reserved. 113

114 Name COE Reporting HRIT Operations CAse [sn_hr_core_case_operations] Ask questions about or request a specific report. Create or modify HR topic categories You can view and modify the HR topic categories. Topic categories are primarily used to group common HR services and topic details under Center of Excellence (COE) for reporting purposes. Role required: sn_hr_core.admin Navigate to HR Administration > HR Services > Topic Categories. Click New. Complete the form. Table 27: HR Topic Category Field Active Check to make this topic category active. COE Click and select the Center of Excellence (COE) to be associated with this topic category. COEs are associated with tables. Name 5. Name of the topic category. From the Form Context Menu, click Save to save your work and remain on the Topic Category form, or click Submit to save your work and return to the Topic Categories list. Clicking Save displays the Topic Details section. Click New to create a topic detail associated with your Topic Category. Topic Details provide a more granular level of categorization for reporting purposes. Create or modify HR topic details Topic Details provide a more granular level of categorization for reporting purposes. Role required: sn_hr_core.admin You can view and modify the HR topic details that are grouped with HR services and topic categories, under Center of Excellence (COE) for reporting purposes. Navigate to HR Administration > HR Services > Topic Details. Click New. Complete the form. 5. Option Active Check to make the topic detail active. Name Enter a name for the topic detail. Topic category Select the Topic Category associated with the topic detail. From the Form Context Menu, click Save to save your work and remain on the Topic Detail form, or click Submit to save your work and return to the Topic Details list. Clicking Save displays the HR Services section. You can add or edit HR services associated with the topic category and topic detail All rights reserved. 114

115 6. Click New to create an HR service associated with your Topic Detail. Refer to Create or modify HR services on page 109. HR Templates Templates simplify the process of submitting new records by populating fields automatically. To use a template, populate the most-used fields for a specific table, save it as a template, and then make the template accessible to your users. Users can manually apply a template when creating records, or an administrator can define scripts to apply templates automatically. Refer to #unique_11 Like sys templates, HR templates are used to automatically populate data into HR cases that fall under specific HR service and Center of Excellence (COE). Several HR templates are predefined and others are added as you create custom HR case templates with associated HR tasks. You can modify any HR template. HR templates are based on sys templates, but have a custom UI to reduce complexity. There are two types of HR templates: HR case templates HR task templates Create or modify an HR case template HR case templates are based on sys templates, but have a custom UI to reduce complexity. HR case templates are used to auto-populate information for HR cases. Note: You can access legacy HR Templates by clicking on the Switch to Classic UI button. To create or modify an HR template, navigate to HR Administration > HR Services > HR Templates. Click New or an existing template to modify it. Alternatively, to modify an HR template, navigate to HR Administration > HR Services > HR Service Configuration to access an HR Service form. Click the icon next to the Template field. The HR Case Template form opens. Clicking New takes you All rights reserved. 115

116 to the legacy, native template page. Clicking on an existing template name takes you to the HR Case Template form. Table 28: HR Case Template form fields Field Name Unique and descriptive name for this template. The name referenced from the HR Service Configuration form and how the template is applied to an HR case. When you create an HR Service, the name auto-populates. Refer to Create or modify HR services on page 109. Active Check to make template available for use. COE The Center of Excellence (COE) the case belongs to. The COE automatically displays and comes from the HR Service form. Owning Group Select the group responsible for the case template. Owning Groups are defined in the Manage Owner Groups in the Lifecycle Eventsmodule. Refer to Create or modify Lifecycle Events owner groups on page 195. Short Enter a short description that appears on the HR case. Skills Select the skills of an HR employee appropriate for this type of case. Skills help determine case assignment. Assignment Group Select the HR group assigned to the case. Assignment groups manage and resolve the HR case. Refer to Manage HR Groups on page 129. Priority Select the priority assigned to an HR case by default. Priority determines the impact and urgency for HR case completion. State This field only appears for templates that require a default case status. Click Add field to add this field on the template. The default state of the HR case when it is created All rights reserved. 116

117 Field PDF Template This field only appears for templates that require a document. Click Add field to add this field on the template. Select a document or letter for HR cases that request a signature or document acknowledgement. Workflow This field only appears for templates that require a workflow. Click Add field to add this field on the template. Select the workflow assigned to the HR case by default. Workflows automate multistep processes. Refer to../../../administer/workflow/concept/ c_workflowoverview.dita#c_workflowoverview. Add field Click to add fields to the HR Case Template. Note: You can control what fields are available. Go to sys_properties.list in the Navigation bar. Search for sn_hr_core.template_exclude_fields. To exclude a field, enter the field names separated by commas in the Value field. Click Save to save your work and remain on the HR Case Template form or click Submit to save the HR case template and assign it to the HR Service. Create or modify an HR task template HR task templates, like case templates, are based on sys templates, but have a custom UI to reduce complexity. HR task templates are used to automatically populate data into HR tasks that fall under specific HR cases, service, and Center of Excellence (COE). Several HR task templates are predefined, and others are added as you create HR task templates with associated HR cases. Note: The legacy HR Templates are still available from the Switch to Classic UI button All rights reserved. 117

118 Navigate to HR Administration > HR Services > HR Templates. Or, you can access an HR task template from the HR Service form. Create an HR service, click the icon next to the Template field, and click New. Click New or an existing template. Clicking New takes you to the legacy/native template page. Table 29: HR task template fields Field Name Unique and descriptive name for this template. The name is referenced in the HR Service Configuration form and how the template is applied to an HR case. Refer to Create or modify HR services on page 109. Active Check to make template available for use. Owning Group Select the HR group responsible for the task template. Table 30: Task Assignment and Due date Field Parent case table The HR case table of the parent case All rights reserved. 118

119 Field Assign to The person the task is assigned to. Due date source The source of the due date for the task. Date offset type Further defines the due date. You can choose to have the due date to be before or after the source date. Date offset units Only appears if a date offset type of before or after is selected. Select the offset unit of the due date. Date offset quantity Only appears if a date offset type of before or after is selected. Enter a numeric quantity to correspond to the offset units. For example, enter: Due date source = HR Case/Created Date offset type = After Date offset units = Days Date offset quantity = 2 The due date is two days after the HR case was created. Table 31: Template Fields Field Short Enter a short description that appears on the HR case. Optional Select True to make this task optional All rights reserved. 119

120 Field HR Task Type When assigning a task to an employee, you can request how the employee acknowledges completion of the task. The tasks appear on the HR Service Portal for the employee. Note: The short description comes from the template, but you can add or modify it. It appears on the HR Service Portal. Credential - Send a document (PDF Template) that the user acknowledges by entering a password. E-Signature - Send a document (PDF Template) that the user acknowledges by entering an e-signature. URL - Send a URL link that the user acknowledges when accessed. HR Service - Notify the user a task on the HR Service Portal related to an HR service is assigned. Submit Catalog Item - Notify the user to select equipment or other items for an employee. Catalog Item appears when Type is Submit Catalog Item. Submit Order Guide - Requests the Subject person to select an order guide. An example is a hiring manager requesting a new employee to select items like hardware and software as part of the onboarding process. Order Guide appears when Submit Order Guide is selected. Sign Document - Requests the Subject person to edit or sign a document. An example is sending an education agreement to be signed for tuition reimbursement. Select a document from the PDF Template and enter a short description. Note: After the user signs the document, the document is generated with the signature and attached to the task. The task is closed complete and the document is attached to the case. Mark When Complete - Notify the user a Completed button appears on the HR Service Portal. Use the Short description to provide details about this task. Note: Mark When All Complete rights reserved. changes the state of the task to 120

121 Field State The work status of the case. The states are: Draft Ready Work in Progress Closed Complete Closed Incomplete Cancelled Awaiting Acceptance Suspended Note: Change the state to Ready or Work in Progress for the employee to see the task that you created. Add field Click to add fields to the HR case template. Note: You can control what fields are available. Go to sys_properties.list in the Navigation bar. Search for sn_hr_core.template_exclude_fields. To exclude a field, enter the field names separated by commas in the Value field. Click Submit or Update to save the HR case template and assign it to the HR Service. HR Catalog The HR catalog contains the items that employees use to request HR assistance. You can review and modify predefined catalog items as needed. You can create catalog items to use for other types of HR requests that are important to your company. Case field configuration by topic detail provides Terms used with the HR catalog Several terms used throughout the Human Resources application are synonymous with each other. These items are often referred to one way in the navigator, but when you open the module the name at the top is different. The following list includes terms used for items associated with the HR catalog. Table 32: Synonymous HR Catalog terms Term Synonymous with term Catalog item Record producer HR request HR case HR template Product model or Model All rights reserved. 121

122 Term Synonymous with term Knowledge article Knowledge model It is also important to understand the two types of HR categories. HR catalog categories, which are used to group catalog items in the HR Service Portal or HR Catalog. HR case categories, which are used for reporting and selected to assign a template to an HR case. Typically used when an HR agent is entering a case for a caller through HR Case Management > Create New Case. Catalog item planning and creation The following outlines a process to use when planning for and creating catalog items. Define the new catalog item: Determine the purpose of the HR request, and whether it needs variables, tasks, or both. Variables are used to ask questions and to map the answers to fields, such as the comment field. Tasks are used to define work that must be completed in a specified order before the request can be completed. Tasks can be assigned to different HR agents. Create the catalog item: Use the Manage HR Catalog module to create a catalog item. It provides a simplified form where you enter a name and description, and select a catalog category, assignment group, and default priority. You can submit or publish the catalog item. If you click Submit, the catalog item is saved but is not active. You can then update it, for example, to add variables, before you publish it. You can publish the catalog item to make it active immediately. When you submit or publish in the simplified form, a catalog item, HR case category, and HR case template are all created. Modify the catalog item: After you create the catalog item, you can access the catalog item or the HR case template from the Manage HR Catalog page. Access the HR case template to add fields, define required skills and assignment group, and add tasks. Access the catalog item to add variables and specify user criteria. Manage HR catalog The HR catalog categories contain the items that employees use to request HR assistance. Role required: sn_hr.core_manager, or sn_hr.core_admin When you create an HR catalog category, you must assign a catalog item to the category to publish to the HR Service Portal and HR Catalog. An HR case category and HR case template are created automatically. Navigate to HR Administration > HR Services > Manage HR Catalog. To create or modify a catalog category, perform one of the following actions. Option Create a catalog category Click New Category, enter the category name and description, and click Submit. Edit an existing catalog category Point your cursor to the category and click the edit icon. Modify the category or description fields as needed and click Submit All rights reserved. 122

123 To assign HR catalog items to a category, select the HR category in the list on the left and complete the following steps. a) Click Assign / Remove Catalog Items. b) Select the catalog items to assign and deselect catalog items to remove. c) Click Save. To assign a category to a catalog item, select All Catalog Items in the list on the left and complete the following steps. a) Locate the catalog item on the right and open the Categories choice list. b) Select the categories to assign the catalog item, and deselect the categories to remove the assignment. c) Click Save. Create an HR catalog item You can create an HR catalog item from the Manage HR Catalog module. Role required: sn_hr_core.manager, or sn_hr_core.admin When you create an HR catalog item from the Manage HR Catalog module, an associated HR case category and HR case template are created automatically. Navigate to HR Administration > HR Services > Manage HR Catalog. Select the HR category in the list on the left that contains the new catalog item. Click New Catalog Item. Enter the catalog item Name and Short description. The short description is used to help the employee make a selection from the HR catalog. It also appears in the Short description field when the catalog item is selected. 5. Click and select Case type the item falls under. 6. Select the Topic Category from the choice list. The choices change depending on what was selected in Case type. 7. Click and select Topic Detail from the choice list. The choices change depending on what was selected in Case type. 8. Optional: Select the HR Assignment group to enable an HR agent to be auto-assigned when this catalog item is submitted. 9. Optional: Change the Priority if this type of HR case is prioritized higher or lower than the typical case. 10. Click Publish to save the catalog item and make it available for use immediately. If you click Submit, the catalog item is saved but is not active and allows you to update it, to add variables, before you publish it. The following three items are created. Catalog item that includes the hrsm_benefit_questions variable set. The defined fields include Opened for, Priority, Short description, and Question. Contextual search of the knowledge base is enabled also for the Short description field. HR case category with the name of the catalog item. HR template with the name of the catalog item. If you want to customize the new, published catalog item to add variables, click the edit icon that appears when you hold your cursor over it. Follow the steps in Modify an HR catalog item on page 12 If you All rights reserved. 123

124 submitted the catalog item without publishing it, its listing has a gray background. When you edit it, be sure to check Active to enable it for use. To edit the associated HR case template, you can click the template icon next to the edit icon. Follow the steps in t_createormodifyanhrtasktemplate.dita#t_createormodifyanhrtemplate Modify an HR catalog item An HR catalog item is a record producer that enables users to submit HR requests from the HR catalog. You can modify catalog items. Role required: admin, sn_hr_core.manager, or sn_hr_core.admin The easiest way to create catalog items is from the Manage HR Catalog module. When you create a catalog item, an associated HR case category and HR case template are also created. You can also attach knowledge articles to the catalog item and customize the catalog item. You can edit a catalog item after you create it in the Manage HR Catalog module. If you click the edit catalog item icon, it opens the same form described in the following steps. Navigate to HR Administration > HR Services > Manage HR Catalog. Open the catalog item to customize. Modify the catalog item as needed, but do not change the Model, which is the HR case template. See../../service-catalog-management/task/t_DefRecProdInSCat.dita for descriptions of the fields on this form. The Category selection in the Accessibility section identifies where the catalog item you are creating appears in the catalog, for example, under Payroll, HR Systems, Employee Relations, General, or Benefits. In the What it will contain section, make sure the Script field includes one of the following scripts based on the HR case type. Option Case Management hr_factory.wrap(current,gs).configure(producer category>"); Employee Change hr_factory.wrap(current,gs).configure(producer category>"); Note: Employee change case type is used for the employee onboarding, offboarding, and information change catalog items Where <HR category> is the case category, such as Benefits, that are displayed in the Category field of a case opened from this catalog item. When you create a catalog item, the default script must be replaced with the Case Management or Employee Change scripts. Verify that variable names match column names in the HR Profile [hr_profile] table. For example, to have a personal_ catalog item variable, there must be a matching field named personal_ in the hr_profile table. Matching the variable and column names ensures that the value entered in the catalog item is automatically populated in the HR profile and corresponding HR case. Click Update. Manage HR roles Roles control access to features and capabilities in modules in the HR application All rights reserved. 124

125 The Scoped app prevents users outside of the HR organization from accessing HR data. Scoped roles for both HR case workers and HR clients (employees, contractors, alumni, and others) grant these users access to HR services. Users without an HR scoped role are blocked from viewing HR cases or HR profile information. Only the HR Administrator [sn_hr_core.admin] can assign scoped HR roles. These roles can be assigned to inactive users to create HR cases for new hires and alumni. IT System Administrators [admin] can still impersonate users. However, when impersonating a user with a scoped HR role, an admin is not able to access features granted by that role, including HR cases and profile information. Also, admin cannot change the password of any user with a scoped HR role. To configure your system, you must log in as a System Administrator [admin]. The HR Administrator [sn_hr_core.admin] role is contained in the System Administrator [admin] role. The combination of these two roles allows a user to perform all tasks associated with configuring your system. After system configuration, ensure that only the HR Administrator [sn_hr_core.admin] role has access to sensitive information. Remove the HR Administrator role from System Administrator [admin] role to prevent the System Administrator from viewing sensitive HR information. After access has been granted to a role, all the groups or users assigned to the role are granted the access. Roles can contain other roles, and any access granted to a role is granted to any role that contains it. Note: IT System Administrators (admin) and HR scoped users can still impersonate users. However, when impersonating a user with a scoped HR role, an admin or any HR scoped user cannot access features granted by that role, including HR cases and profile information. Only users with the scoped HR Administrator [sn_hr_core.admin] can see case details when impersonating other scoped HR users. Also, admin cannot change the password of any user with a scoped HR role. Role System Administrator [admin] Also known as admin and IT admin. Within the global scope of the application, has access to all system features, functions, and data, regardless of security constraints. Grant users with the delegated developer role [delegated_developer]. Build export sets, move content between instances (development to production), and clone instances. Run guided setup or modules to manage: Company-wide objects like user, departments, and locations All rights reserved. 125

126 Role HR Administrator [sn_hr_core.admin] This role can: Assign users any of the HR roles. View and access the HR Service Portal. View, create, and edit HR cases in HR Case Management. Access and create HR tasks inside an HR case using the Add Task related link. View, create, and edit HR profiles including sensitive information like SSN and salary. Create HR profiles and generate for multiple users through custom criteria. Associate any user to HR roles, groups, and skills. View and access HR Administration. View and access HR Dashboards & Reports. Run Application View to manage: HR objects like HR roles and profiles. Note: Lifecycle Admin (sn_hr_le.admin) is part of HR Admin (sn_hr_core.admin) when the Human Resources Scoped App: Core (com.sn_hr_core) and Lifecycle Events (com.sn_hr_lifecycle_events) plugins are activated. To use the scoped admin features, you must remove the Lifecycle Admin role from the HR Admin role. Delegated Developer [delegated_developer] When added to the HR Administrator role, can: Access, and manage HR objects like HR profile, cases, groups, roles, service catalog objects, and Service Portal. Modify HR application-related objects like skills, Knowledge Base, chat, notifications, surveys, reports, integrations, and SC. Modify application structures like tables, business rules, and client-side validation, User with HR role There are specific HR roles that allow users access to specific areas of the system. The HR profile reviewer [sn_hr_core.profile_reader] role can read profiles, but not edit them. User without HR role Users without an HR role can view HR information on cases they created, created for them (opened for), or have HR tasks assigned to them All rights reserved. 126

127 Role User with no role Users with no role cannot see any HR information even on HR cases they created or have HR tasks assigned to them. After system configuration, to ensure that only HR Administrator has access to sensitive information and prevent the System Administrator from accessing sensitive information: Remove the HR Administrator [sn_hr_core.admin] role from System Administrator [admin]. Note: Ensure that you have completed setup before removing the HR Administrator role. Remove HR Administrator role from IT System Administrator After system configuration, ensure that only the HR Administrator [sn_hr_core.admin] role has access to sensitive information. Remove the HR Administrator role from System Administrator [admin] role to prevent the System Administrator from viewing sensitive HR information. Role required: admin with sn_hr_core.admin Note: Ensure that you have completed setup before removing HR Administrator role from IT System Administrator Log in as admin. From User Administration, go to Roles (left navigation menu). Click admin. From the Contains Roles tab, click Edit. From the Contains Roles List column, highlight and move sn_hr_core.admin to the Collection column. Click Save. Log out. Ignore warning messages about Workday roles. Add Delegated Developer to HR Administrator For an HR Administrator [sn_hr_core.admin] to configure forms, related lists, and updates script includes and ACLs, the delegated developer role must be added. Role required: admin with sn_hr_core.admin HR Administrator with Delegated Developer role The HR Administrator role with the delegated developer role can: Create HR templates. Create HR activities. Create HR activity sets. Create Lifecycle Event types. View execution contexts. Create fulfiller activity configurations. Create, update, delete schedule records (used in Chat). Modify HR properties. Apply HR roles to user records (only for existing HR profile records). Create HR criteria. Create, update, delete document templates All rights reserved. 127

128 Create a survey and trigger conditions. Update and delete configurations (HR only). Create Managed List records for the following categories: Positions Relationships Benefit Types Benefit Plans Disciplinary Issue Types Warning Types HR Systems Report Frequencies Report Types Create knowledge articles. Create, update, and delete HR Cases (for all COE types). Create, update, and delete HR tasks. Create, update, and delete HR skills. Import knowledge articles. Publish knowledge articles. Create, update, and delete HR SLA definitions. Create, update, and delete records under HR services. Create, update, and delete records under Managed Roles. Create, update, and delete Assignment Rules. Create, update, and delete Matching Rules. Create reports. Create, update, and delete configuration records. Create, update, and delete records under HR Integration. HR Administrator without Delegated Developer role The HR Administrator role without the delegated developer role cannot: Access HR Guided Setup Access from HR Integrations: Create a knowledge base. Create Managed List records for: HR Transform Maps HR Web Services Import Schedule Logs Department Locations Configure UI actions. Update the password for users. Create roles. Access plugins. To add the delegated developer role to a user: Log in as admin All rights reserved. 128

129 From the Filter navigator, enter sys_store_app.list. The Store Application list appears. Click Human Resources: Core. Under Related Links, click Manage Developers. Ensure Developers is highlighted. Enter the name of HR Administrator. Click all items (green bar moves to the left) to grant permission. Click Save. Manage HR Groups HR Groups are a set of users with common job skills. Role required: sn_hr_core.manager You can have multiple levels of groups. For example, HR is a group that contains all HR employees within your company. You can have subgroups under HR such as HR Benefits, Employee Relations, and more. Navigate to HR Administration > Manage Roles > Manage HR Groups. From the Groups list, click New or select an existing HR group. The Group form displays. Table 33: HR Groups Field Name Enter a name that describes the group. Manager Click the Lookup using list icon and select the person responsible for this group. Type Category for the group. Group Enter the address of the group. This acts as a group notification that sends an to every member of the group. Parent Click the Lookup using list icon and select the HR group that is above the current group. For example, the HR group is the parent of HR Benefits, HR Employee Relations, and more. A child group inherits the roles of the parent group. But, the members of the child group are not members of the parent group. If a case is assigned to the parent group and you click the Assigned to lookup icon, only the members in the parent group are available. The members of the child group are not available. Currently, there are two levels to groups, the Parent at the top (HR) and all the other groups as children. Vendors Vendors that the group is responsible for. A description of the group All rights reserved. 129

130 Click Save and a series of tabs display at the bottom of the form. Field Roles Click Edit and from the Edit Members form, move the roles from the Collection column to the Roles List column. Adding a role to a group means that all group members also have that role. Note: Roles associated with the parent group are automatically assigned. Group Members Click Edit to add users to the group. Click New to create a user and add it to the group. Groups Click New to create a new group. Note: Creating a group from here does not automatically create a child group under the group you have displayed. Skills Click New to create a new skill. Click Edit and the Edit Members form displays. Move skills from the Collection column to the Skills List. Click Save when done. Note: Skills associated with the parent group are automatically assigned. Locations covered Locations that the group covers and used for case assignment. Activities This field only displays for the Lifecycle Events application. The HR Service Activities the group manages. The HR Service Activities are part of the Activity Set and together make up a Lifecycle Event. Only members of this group can update this HR Service Activity. Refer to Create or modify lifecycle events activities on page 18 Click Submit or Update. HR skills management Your organization can define HR skills to establish the qualifications of HR staff. Skills can be included in the auto-assignment process used to assign HR agents to HR cases and tasks All rights reserved. 130

131 Some HR skills are predefined, and you can create as many other skills as you need. You can assign skills to users or groups. When you assign a skill to a group, the skill is assigned to every group member. Skills are also a way to ensure that HR cases are assigned to the correct group or individual. When an HR case is opened: Matching rules are used to determine case assignment by matching criteria. Refer to Matching rules for case assignment. An HR template is applied based on the HR Service selected. An HR template assigns the skill required for the case or task. The skill determines which group or individual is assigned to the case. Assign an HR skill to a group When you assign skills to HR groups, all members of the group inherit the skills and any child skills. Role required: sn_hr_core.admin 5. Navigate to HR Administration > Manage Roles > Manage HR Groups. This list is the same that appears under User Administration > Groups. Select the HR group that you want to assign skills to. In the Skills tab, click Edit. Double-click skills in the Collection list to move them to the Skills List. Click Save. Messages are displayed to notify you of the skills that were assigned to each group member. Figure 6: Messages displayed for group skill assignment Create or modify an HR skill You can create HR skills and assign them to HR staff to assist with the auto-assignment of HR cases and tasks. Role required: sn_hr_core.admin The following procedure describes how to create and edit HR skills from the Skills application. Although you can create and edit skills in the Manage HR Skills module, you must use the Skills application to assign child skills. Navigate to HR Administration > Manage Roles > Manage HR Skills. Click New Skill or open an existing skill All rights reserved. 131

132 5. Enter or edit the name of the Skill and. Click Submit to save your changes. To assign users to the skill, complete the following steps. a) Locate and click the skill in the All Skills column. b) Click Assign/Remove Users at the top, right. c) Click the users you want assigned to this skill. d) Click Save. If you add users to a skill with child skills, the child skills are assigned to the user. Messages are displayed to notify you of the skills that were assigned. Assign an HR skill to a user You can assign skills to HR users to facilitate the auto-assignment of HR cases and tasks. For more information about HR skills and the auto-assignment process, see HR skills management on page 130. Role required: sn_hr_core.manager The following procedure describes how to assign HR skills in the Manage HR Skills module. If you want to define a parent and child hierarchy for HR skills, you must use the Skills application. Navigate to HR Administration > Manage Roles > Manage HR Skills All rights reserved. 132

133 Figure 7: HR skills assignment Skills appear on the left. Select a skill to see the assigned users on the right. The user cards indicate how many skills each employee is assigned. If no skills are assigned to a user, the number on the user card is red. Skills with no assigned users are red in the skills list. Select a skill in the All Skills list to assign to users All rights reserved. 133

134 Click Assign/remove users. The list of all users in the HR department appears on the right. Users assigned to the skill are highlighted in blue. To search for an HR user, type any information, such as name, location, or title, in the search box above the list of users. As you type, the list narrows to display user cards that contain those letters in any field. Perform any of the following actions. Option Assign a user Click the user card. It is then highlighted in blue. Unassign a user Click the highlighted user card. Its highlight is removed. Click Save. To assign other skills to a user, complete the following steps. a) Select All Users in the list on the left and locate the user on the right. b) Click the arrow next to Skills: # in the user card. c) Select the skills for the user, and click Save. To configure skills, perform any of the following actions. Option Add a skill Click New Skill, enter the skill name and description, and click Submit. Edit a skill Click the pencil icon beside the skill name in the HR Skills list. Change the information and click Submit. Create or modify escalation rules You can create an escalation process to assign HR cases to HR agents with the appropriate skills. Role required: sn_hr_core.admin You can create an escalation process to assign HR cases to HR agents with the appropriate skills. Ensure that the following items are in place to use HR tier escalation rules. The HR tier escalation rules are set up correctly. The address for the tier group is correct. The correct roles are assigned to the tier. Roles, groups, skills, and location determine the group a case is escalated to. The following procedure describes how to create and edit HR tier escalations used when cases are assigned to HR groups. 5. Navigate to HR Administration > Manage Roles > Escalation Rules. Click New or open an existing escalation tier. From Escalate from, click the Lookup using list icon and select an existing tier or click New to create a new tier. This tier contains HR agents that have fewer skills than the next tier. From Escalate to, click the Lookup using list icon and select an existing tier or click New to create a new tier. This tier contains HR agents that have more skills than the previous tier. Click Submit to save your changes. Click an Escalate from or Escalate to group to view group information All rights reserved. 134

135 Client roles You can control what HR functionality that an employee can access using Client Roles. You can license all employees or provide HR services to users in a specific location or group. Client roles define access within the application. provides these roles and modifying them is not recommended. These roles can be added to other roles or groups. There are two groups: HR fulfillment support: sn_core_hrsm HR Service Portal: sn_core_hrsp Both roles contains conditions depending on the type of user: Alumni Contingent Contractor Employee Employment Type Location New Hire New Hires Only Office Based Employees Remote Employees Figure 8: Client Roles Note: When creating an HR case and an employee does not display, ensure that the employee has any of the sn_hr_core_hrsm roles assigned. Also, when an employee cannot access the HR Service Portal, ensure any of the sn_hr_core_hrsp roles are assigned All rights reserved. 135

136 Client roles are defined and administered like regular roles. tracks them for licensing purposes. Assignment of client role rules is defined in the Client Role Assignment Rules module. Client role assignment rules Use the Client Role Assignment Rules module to map a condition or multiple conditions to client roles. Role required: sn_hr_core.admin The Client Role Assignment Rules module defines assignment of client roles. This module grants or removes client roles from users immediately. To map conditions to a client role: Navigate to HR Administration > Manage Roles > Client Role Assignment Rules. Click New to create a client role rule or click an existing client role rule to edit. Active is enabled by default. From Condition, click the Lookup using list and select an existing HR condition. Click New to create an HR condition. From Role, click and select an HR role. Click Submit or Update to save your changes. Assignment and matching rules in HR The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents. Create one or more matching rules that establish specific conditions that a case must meet before it can be routed to an agent. Then use an assignment rule to route those cases to agents based on product knowledge and availability. You can also invoke the MatchingRuleProcessor API to execute the matching rules and return a list of users (sys_ids). Refer to Creating rules to route and assign customer service cases for more information on matching and assignment rules. Assignment rules are applied only when an HR case is submitted and either no template was selected or the selected template does not assign the Assignment group. In either of these cases, a predefined assignment rule assigns HR cases to the HR group. If you have more than one HR department, you can remove the HR group assignment from the HR template and use assignment rules to assign the HR group. For example, if you have HR departments in both the U.S. and German offices, you can create an HR group for each office. You set up assignment rules to assign the HR group based on the location of the employee who submitted the HR case. If your organization is using HR skills to qualify HR case assignments, ensure that the assigned user or group members have the required skills. To determine whether skills are being used and assigned, check the following configuration options. HR Administration > HR Services > HR Templates: Look at the template that corresponds to the assignment rule to see what skills, if any, are required. HR Administration > Manage Roles > Manage HR Skills: Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save. Create or modify an HR assignment rule Assignment rules are used to assign the HR group when it is not assigned from the catalog item template. You can create HR assignment rules as needed All rights reserved. 136

137 Role required: sn_hr_core.admin Navigate to HR Administration > Assignment Rules > HR Assignment Rules. Click New. Complete the form. Table 34: Assignment Rules form Field Name Descriptive name for the HR assignment rule. Execution Order Order in which the rule processes. Rules with lower-order numbers are processed first. If a rule is applied, the rules with a higher-order number are not processed. For example, an assignment rule with order 100 states to assign the case to a group with the specified skill. Assignment rule with order 200 states to assign the case to the group HR. If a group has the specified skill, then it is assigned. If not, then the second rule runs and assigns it to HR. Application Indicates core application scope the assignment rule applies to. Active Check box that specifies the rule is in use. Applies To Table Table with the records that the assignment rule applies to. Default is the HR Task [hr_task] table. Conditions Conditions in which the assignment rule applies. Assign To Applies To User to assign to the case when this rule is applied. Assign To Group to assign to the case when this rule is applied. Script All rights reserved. 137

138 Field Script Script to define advanced assignment rule functionality. Current.variable_pool set of variables is available. Note: Two example scripts are provided as a comment. You can modify either script or use the information as a starting point for your own script. Remove the examples when you are finished. Click Update. After creating the assignment rule, you can test it to verify that it works. Test an assignment rule You can test a new assignment rule to verify that it works as intended. Role required: admin or hr_admin Create a new HR case. Fill in the fields with data that matches the assignment rule conditions. Submit the HR case. Reopen the case and check that the correct assignment information was added. If the correct assignment information was not added, check to see whether you are using HR skills and if the user has the required skills. HR Administration > HR Services > HR Templates: Look at the template that corresponds to the assignment rule to see what skills, if any, are required. HR Administration > Manage Roles > Manage HR Skills: Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save. After verifying that the necessary skills are assigned to the correct users, test the assignment rule again. Create or modify a matching rule You can add or modify a matching rule to assign HR cases to specific users or groups. Role required: sn_hr_core.admin Navigate to HR Administration > Assignment Rules > HR Matching Rules. Complete or edit the form. Table 35: Assignment Rules form Field Name Descriptive name for the HR matching rule All rights reserved. 138

139 Field Execution Order Order in which the rule processes. Rules with lower-order numbers are processed first. If a rule is applied, the rules with a higher-order number are not processed. For example, a matching rule with order 100 states to assign the case to an agent with the specified skill. Matching rule with order 200 states to assign the case to the group HR. If a group has the specified skill, then it is assigned. If not, then the second rule runs and assigns it to HR. Application Indicates core application scope the assignment rule applies to. Active Check box that specifies the rule is in use. Applies To Table Table with the records that the assignment rule applies to. Default is the HR Task [hr_task] table. Conditions Conditions in which the assignment rule applies. Assign To Applies To User to assign to the case when this rule is applied. Assign To Group to assign to the case when this rule is applied. Script Script Script to define advanced assignment rule functionality. Current.variable_pool set of variables is available. Note: Two example scripts are provided as a comment. You can modify either script or use the information as a starting point for your own script. Remove the examples when you are finished. Submit the HR case. Reopen the case and check that the correct assignment information was added All rights reserved. 139

140 HR Dashboards & Reports The HR Dashboards & Reports application provides the HR organization with visual representations of accountability, progress, performance metrics, monitor employee satisfaction, and status on HR cases. Depending on your HR job function, you can use any of the following tools to help you with day-to-day HR operations. Dashboards, including the Overview, Case, and Manager Dashboard. Dashboards are a type of homepage containing reports and other widgets. You click a listed record or a segment in a report to see details. HR reports, including reports that are available on the dashboards. Several HR reports are predefined for you, and you can create more reports. Survey response charts and detail for the HR case satisfaction survey or other HR surveys that you create. You can customize any dashboard that you can access to add or remove reports and other widgets. For example, an HR benefits administrator adds a report to the Overview dashboard that displays the status of HR cases in the Benefits service. Add content Click, highlight topics, and move to sections of the page. Change Layout Click the column layouts on the left. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. The HR Dashboards & Reports provide: Overview Manager Dashboard HR Case Dashboard Reports Satisfaction Survey Scorecard Overview The Overview dashboard provides a graphical representation of HR cases. Role required: sn_hr_core.manager By default, the Overview Dashboard displays the following reports: HR Cases Opened in the Last 6 Months by Service: Provides a color coded bar chart on the number of cases opened in the last six months by type of HR service. Active HR Case Breakdown by Service: Provides a bar chart color coded by active HR cases and the HR agent assigned. Active HR Cases by Service: A pie chart, color coded by active HR cases by service. Active HR Cases Pivot Table by Service: A spreadsheet that cross-references the HR agent assigned to the type of HR service case with number of cases. You can customize any dashboard that you can access to add or remove reports and other widgets. Navigate to HR - Dashboards & Reports > Overview. Perform any of the following actions All rights reserved. 140

141 Option Add content Click, highlight topics, and move to sections of the page. Change Layout Click the column layouts on the left. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Use the HR Manager Dashboard You can use the Manager Dashboard to monitor HR team effectiveness based on metrics. Metrics includes state of assigned cases by HR agent and service level agreement (SLA) elapsed time percentage. Role required: sn_hr_core.manager By default, the Manager Dashboard displays the following reports: Case Satisfaction Survey - 30 Day AVG: Evaluate the satisfaction of employees with the handling of HR cases. This chart displays information if you ask employees to complete the HR Request Satisfaction Survey. HR Case SLAs by Elapsed Time Percentage: Monitor the time to resolve HR cases and follow up when case SLAs are breached. Active HR Cases by Assignment And State: Review the numbers of HR cases assigned to each HR agent by state, for example, Ready or Work in Progress, to help you evaluate the effectiveness of each HR agent. HR Case Transfer Rate: Review the number of cases transferred to a different HR agent by case category to determine whether the right assignments are taking place. You can customize any dashboard that you can access to add or remove reports and other widgets. For example, an HR benefits administrator adds a report to the Manager Dashboard that displays the assignment and state of HR cases in the Benefits category. Navigate to HR - Dashboards & Reports > Manager Dashboard. Perform any of the following actions. Option Add content Click, highlight topics, and move to sections of the page. Change Layout Click the column layouts on the left. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. HR Case Dashboard The HR Case Dashboard is a central place for HR users to monitor ongoing HR operations. The dashboard contains reports that query the database and display the results. Dashboards are the home pages for products on the instance. The HR Case Dashboard provides summary information about your Open/Assigned cases, High Priority cases, and cases breached by the Service Level Agreement (SLA). It displays cases by service and cases assigned to you. To display the HR Case Dashboard, navigate to HR - Case Management > Case Management > HR Case Dashboard All rights reserved. 141

142 Features of the HR Case Dashboard The HR Case Dashboard displays: The number of Open/Assigned cases. The number of High Priority cases. The number of cases that have breached an SLA. The details of all cases assigned to you. All cases assigned to you by type of service. Reports You can run reports to view and monitor the status of HR cases. Role required: sn_hr_core.manager or sn_hr_core.admin Use HR reports to improve overall efficiency and effectiveness. For example, you can view all Employee Relations cases that were created in the past month. Navigate to HR - Dashboards & Reports > Reports. Reports in the HR report group are listed. The icon to the left of the report indicates the type of report, such as a list, pie chart, or bar chart. Point your cursor to the icon to see a pop-up window of report information. Click the star on the left to make the report a favorite. You can filter for favorite reports by clicking the star above the Reports list. Click the name of the report to run. The report opens with the runtime options and the results. Perform any of the following actions. Change any runtime option and click Run to see the results. In a list report, click a listed case to see its details. In a chart, click a segment to see the corresponding cases. Publish or schedule the report. Edit the runtime options and save a new report. If you want to create additional HR reports, click Create a report above the Reports list. After you create reports, share them with the HR report group. Once on the Reports list, the group can view them. Available HR reports Predefined HR reports are available in the HR Case Management > Reports list. Table 36: Available reports Report name Displays Active HR Cases Tabular view of all active cases. Number, Type, Category, State, Short description, Opened by, Assignment group, Assigned to Active HR Cases Pivot Table by Pivot table view of all active Category cases. Assigned to, Category Active HR Onboarding Cases by Assigned To Number, Priority, State, Short description, Opened by, Opened for, Assignment group, Assigned to Tabular view of active onboarding cases, grouped by Assigned to All rights reserved. 142

143 Report name Displays Active HR Onboarding IT Requests Tabular view of onboarding tasks assigned to IT, for example, for computers and other office equipment. Number, Priority, State, Short description, Assigned to, Location Active HR Onboarding Tasks by Tabular view of open HR tasks Number, Case, Priority, State, Assigned To for active onboarding HR cases, Short description, Assignment grouped by Assigned to. group, Assigned to Case Satisfaction Survey - 30 Days AVG Bar chart showing the averages Average Actual Value, Metric over 30 days of responses to the HR case satisfaction survey. Cases Awaiting Approval Count of unapproved HR cases or requests. Number HR Case SLAs by Assigned Bar chart showing the number of overdue cases by the assigned user. Count, User, State HR Case SLAs by Elapsed Time Percentage Bar chart showing the number of cases by the elapsed time percentage until the SLA is breached. Count, Elapsed time percentage HR Case Transfer Rate Bar chart showing the number of reassignments for an HR agent by category for the last six months. Number of reassignments, Category HR Cases Opened Last Month by Category Bar chart of cases raised over the last month by HR case category. Category, Count, Month HR Cases Opened This Month by Category Bar chart of cases raised over the current month by HR case category. Category, Count HR Onboarding by Location Bar chart showing the number of onboarding cases by location. Location, Count My HR Cases by Category Pie chart of cases assigned to you, where each slice represents an HR case category. Category, Count Number of HR Profiles Count of HR profile records. Number Open High Priority Cases Count of active high priority HR cases Number Open Onboarding cases Count of active onboarding cases Number SLA Breached Count of HR cases with a breached SLA Number All rights reserved. 143

144 Report name Displays Unassigned HR Cases List of HR cases not assigned to any user. Number, Type, Category, State, Short description, Opened by, Assignment group, Assigned to Evaluate HR survey responses After you have collected responses to an HR survey, you can review the survey responses and scorecard. Role required: sn_hr_core.manager, or sn_hr_core.admin A scorecard displays charts for survey results, in which category and question responses are analyzed and current ratings are compared with previous ratings. Users can examine ratings over time, compare question ratings, or compare the ratings of all categories. All ratings are averages for the time range selected. The system dynamically updates a scorecard each time you view it, so the ratings reflect recently completed surveys. Navigate to HR Administration > Surveys > HR Surveys. Click the survey to evaluate responses. To review individual responses to each question, click the View Responses related link and perform any of the following tasks. Task Action See individual responses for a metric (question) Expand the metric group in the Metric Results list. View responses based on when the survey was taken Personalize the Metric Results list to include the Created column, and add a filter using the condition builder. For example, to see all responses since the beginning of the month, add this condition: [Created] [at or after] [<select date>] If the survey was not submitted anonymously, you can see how users answered and follow up if necessary. To review the survey scorecard, click the View Scorecard related link and perform any of the following tasks. Task Action Display a different view for the scorecard Select the view from the left choice list above the chart. The interactive scorecard shows the name of the survey and results or comparisons of the ratings. You can show results in the following views: following views: Category Results Question Results Average Ratings History All rights reserved. 144

145 Task Action Save a chart as an image Click the menu icon and select the type of image file. After the file is generated, click Download. The file is downloaded to the download folder of your browser. Satisfaction Survey Scorecard You can modify the predefined HR satisfaction surveys to suit the needs of the organization, and create HR surveys. Role required: sn_hr_core.admin, or sn_hr_core.manager For example, to create an HR survey to gauge the satisfaction for more complex HR processes, such as onboarding. Select a category from the list to display the questions from that category in the chart. This view displays responses that use the following data types: Checkbox Choice Likert Scale Number Template Yes/No Note: The Checkbox and Yes/No data types are combined into the Boolean data type in the Survey Designer All rights reserved. 145

146 2018. All rights reserved. 146

147 To view details about a specific response, point to a colored bar, the number of responses, and the percentage it represents displays. Figure 10: Survey scorecard category results detail Chat You can manage and monitor the HR chat queue, as well as create an HR case from a chat. Manage the HR chat queue You can configure the HR department chat queue and review the chat records to measure how well employees are being assisted when they initiate a conversation. To use the HR chat queue, the administrator must activate the Connect Support [com.glide.connect.support] plugin. Role required: admin or hr_admin You can configure the assignment group for monitoring the chat queue and the messages that employees see when they initiate a conversation and while they are waiting. You can review the chat records to see how long employees waited for a response and who is accepting the chat requests. Navigate to Collaborate > Connect Support > Support Administration > Queues. Select HR Department Chat Queue from the Chat Queues list. Fill in the fields, as appropriate. Table 37: Chat Queue form Field Name Name of the queue. Active Not used in Connect. Assignment group User group that contains the support staff for the queue. Any user in the group can view the queue in the Connect sidebar and accept chats. No other users can access the queue. This field must be populated. Average wait time Average time it takes for an agent to accept a chat in the queue. This value is automatically calculated. Do not manually edit. Confirm problem Not used in Connect All rights reserved. 147

148 Field Escalate to Different queue to which an agent can escalate a chat. For example, there is a queue for high priority support chats. When a queue is defined in this field, agents can access the Escalate option in conversations. Initial agent response Message that users see when an agent accepts their chat. For example, Thank you for contacting support. We are looking into your question now and will be with you shortly. Not available Message that users see when they attempt to start a chat outside the defined queue Schedule. You can use HTML to format the message and include links or media. Question Initial phrase that users see when they start a new chat in the queue. For example, How can I help you? Schedule Schedule that defines when the queue is available. Leave the field blank to make the queue available all the time. Users cannot start a new conversation in the queue outside the schedule hours. To review conversations associated with the queue, add the Chat Queue Entries related list and review the records for the following information. Option How long the user waited and the result Review information in the State and Wait time columns. Who is actively helping employees in the queue Review the names of agents in the Assigned to column. Monitor the HR chat queue Employees can ask a question from the Chat with HR link on the HR Portal. Their question is placed in the HR chat queue, and any HR agent monitoring the queue can respond to it. By default, all members of the HR group monitor the HR chat queue. When a question is submitted to the queue, a pop-up notification appears All rights reserved. 148

149 Figure 11: HR chat queue notification Navigate to Collaborate > Connect Support. The Connect workspace opens in a new tab. Click the support tab of the Connect sidebar, indicated by a headset icon ( ). The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation. Figure 12: Support tab of Connect sidebar Accept a conversation in one of the following ways All rights reserved. 149

150 Option Accept a conversation from a queue Under Queues, click Accept by the queue. The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar. Accept a transfer request Under Cases, click Accept by a transfer request. Figure 13: Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation. Respond to the user and help resolve the issue. By default, your messages are added to the conversation record as comments and are visible to the user. If necessary, you can open a new HR case or incident from the conversation for further investigation. You can also transfer the conversation to a different agent or queue, or escalate the conversation to a higher priority queue. Create an HR case from a chat If an HR chat results in the need to open a case, create the case directly from the conversation. Role required: sn_hr_core.basic or sn_hr_core.case_writer. When you create an HR case from a support conversation, the system copies the conversation history to the case activity stream as comments and work notes. Future messages are tracked in the case as well. Navigate to Collaborate > Connect Support. The Connect workspace opens in a new tab Click the support tab of the Connect sidebar, indicated by a headset icon ( Under Cases, open an HR conversation. ). At the bottom of the conversation, click the menu icon ( ) to open the Connect actions menu. In the Connect actions menu, select Create HR Case. In the conversation tools area to the right of the conversation, a new case form opens in a record tab. The system automatically sets certain fields based on conversation details. Complete the form as necessary and click Submit All rights reserved. 150

151 Any comments or work notes in the record conversation appear as comments on the incident form. Work notes do not appear in the chat for the ESS user. The chat agent can select whether a message is a Comment or Work Note in the conversation. a) In the record conversation, by the text entry field, click the message type icon ( ). b) Select Comment or Work Note. c) Enter a message. By default, record conversation messages are added as comments. Note: If you add an attachment to a record conversation, it is attached to the underlying record as well. The system automatically shares the record in the conversation, copies the conversation to the record activity stream, and references the record on the Chat Queue Entry [chat_queue_entry] table. Any new journal fields added to the record do not appear in the chat. The system also changes the document ID for the conversation to reference the incident number instead of the entry in the Chat Queue Entry table. Signature Pad Signature pad is a feature that any application can use. It captures an electronic signature that can be associated with a document or a task. You can send your employees documents that require a user verification such as a digital signature or by typing their name. When signature pad is associated with a document or a task, it captures the drawn signature as an image and stores it in the Signature Image [signature_image] table. Note: Typing a signature provides acknowledgement, but does not capture an image that is stored. The application uses signature pad with onboarding documents like offer letters, background check approval, company policy acknowledgements, and more. The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the Signature Pad [com.snc.signaturepad] plugin. For HR document templates, use the Insert Signature button to insert a variable that prompts a user to sign the document. For HR PDF document templates, use the Employee Signature field name and PDF Template Mappings to prompt a user to sign the document. Refer to HR Document Templates on page 85. Note: Check the generate document UI action condition to ensure this feature works correctly. Activate the Signature Pad plugin To activate signature pad in your application, activate the Signature Pad plugin [com.snc.signaturepad]. The Signature Image [signature_image] table installs with this plugin. Role required: admin To purchase a subscription, contact your account manager. After purchasing the subscription, activate the plugin within the production instance All rights reserved. 151

152 You can evaluate the feature on a sub-production instance without charge by requesting it from the HI Customer Service System. Navigate to System Definition > Plugins. Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin). Optional: If available, select the Load demo data check box. Some plugins include demo data Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Test Signature Pad After you have activated the Signature Pad plugin, you can try it Navigate to System UI > UI Pages > accept_signature. Scroll down and click Try It. In the Print your name field, type your name. Click Accept. A record is inserted in the Signature Image [signature_image] table. To draw your signature, select the Draw it tab. Use your mouse to draw your signature. Click Accept. A record is inserted in the Signature Image [signature_image] table. Employee Service Center The Employee Service Center application provides a single place for employees to quickly and easily get all the HR services they need in the scoped version of HR. Explore Set up Administer release notes Upgrade to Activate Employee Service Center on page 153 Configuring Employee Service Center on page 153 Use Develop Integrate Using Employee Service Center on page 156 Developer training Developer documentation HR Performance Analytics Scoped on page 206 HR Integrations Scoped on page All rights reserved. 152

153 Troubleshoot and get help Ask or answer questions in the community Search the HI Knowledge Base for known error articles Contact Support Activate Employee Service Center You can activate Human Resources Scoped App: Service Portal [com.sn_hr_service_portal] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Scoped App: Service Portal provides a single place for employees to quickly and easily get all the HR services they need. It activates these related plugins if they are not already active. Table 38: Plugins for Human Resources Scoped App: Service Portal Plugin Human Resources Scoped App: Core Provides basic HR features. [com.sn_hr_core] Navigate to System Definition > Plugins. Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin). Optional: If available, select the Load demo data check box. Some plugins include demo data Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Configuring Employee Service Center To place documentation, videos, blogs, holiday calendar, announcements, events, suggested reading, or any type of information on the HR Service Portal, use the Manage Content module. From Manage Content, you can: Create or edit content All rights reserved. 153

154 This step determines what content appears on the HR Service Portal such as a URL link or embedded video. Create or edit an HR Criteria for content HR Criteria determines the audience that can view the information placed on the HR Service Portal. HR Service Portal Migration Customers upgrading to can utilize the new HR Service Portal. By default, the legacy HR Service Portal shows in the Navigation Bar. To use the new HR Service Portal: Navigate to Service Portal > Portals. There are two HR Service Portal entries. Select the one with the URL suffix of hrportal. This is the legacy HR Service Portal. Change the URL suffix to hrportalv Click Update. Select HR Service Portal with the suffix hrportalv Change the URL suffix to hrportal. Delete the v 7. Click Update. Add or modify HR portal content HR agents can create or modify information that appears on the HR Service Portal. This information can also be available to specific groups or to all employees. Role required: sn_hr_core.admin Providing content is a two-step process: Create or edit the content. Use existing or create a new audience criteria for the content. Navigate to HR Administration > Service Portal > Manage Content. The HR Portal Content list opens. Complete or edit the form. Field Title Enter a name that easily identifies the HR content. Type Click and select the type of content you want to appear on the HR Service Portal. Your selection represents a section on the HR Service Portal. Announcement Calendar Event Information Suggested Reading Video All rights reserved. 154

155 Field Order Enter a number defining the order the link appears on the HR Service Portal. The higher the number, the lower the entry appears. Note: Use increments of 100 when determining the order. This method allows for easier edits. If you numbered your links 1, 2, 3, 4, 5 and wanted to place a new link at 2, you would have to renumber 3, 4, and 5. Using increments of 100 allows you to place new links without having to renumber later links. Active Check to make the link active and available. Note: Links do not appear when leaving Active unchecked. Start date Click the calendar icon and select the date the content becomes active and appears on the HR Service Portal. Note: Leaving this field blank indicates that the content appears immediately. End date Click the calendar icon and select the date the content becomes inactive and no longer appears on the HR Service Portal. Note: Leaving this field blank indicates that the content appears indefinitely. Event start Only appears when Event is selected from the Type field. Select the day the event starts. Note: The Start date is when you want the information about the event to first appear on the HR Service Portal. Event end Only appears when Event is selected from the Type field. Select the day the event ends All rights reserved. 155

156 Field Image URL Only appears when Event is selected from the Type field. Enter the image URL for the image you want to display. Video URL Only appears when Video is selected from the Type field. Click the lock icon to enter the link to the video you want to appear on the HR Service Portal. Note: Ensure that the URL is embedded. URL Only appears when Information or Suggested Reading is selected from the Type field. Click the lock icon to enter the link to the information you want to appear on the HR Service Portal. Note: Ensure that the URL is complete and has a protocol ( included. Relative paths are not valid. 5. Click Save to save your entry and remain on the HR Portal Content form. The Criteria section appears. Click New or Edit to define the audience that can view this content. Click Update. Using Employee Service Center From the Self-Service HR Service Portal, you can access your employee profile, get HR benefit and policy information, and request help from the HR team. Widgets without data do not appear on the HR Service Portal. Note: You must have the sn_hr_sp.hrsp_employee role to access the HR Service Portal All rights reserved. 156

157 Figure 14: HR Service Portal The HR Service Portal is your primary interface to access your employee profile, HR services, view and acknowledge information, view and access assigned tasks, and view knowledge articles. HR services are available for you to make requests from the HR team or to request HR-related information. Tasks, such as signing a document, are assigned to you through HR services. These tasks and the case history display on the portal. What displays on the HR Service Portal depends on the roles assigned to you. For example, HR employees see additional information related to HR cases. From the HR Service Portal, you can: Search for HR knowledge articles that answer your questions and quickly access top-rated articles. As you type, articles are suggested based on keywords. View your HR profile and upload a photo. You can update fields that are not disabled in your HR profile. View your manager, co-workers, direct reports, or group organization chart. View videos. View announcements. View a holiday calendar. View and access a list of your to-dos with status. To-dos are based on HR cases or tasks. View and access a list of legacy cases. View a list of completed cases or tasks. Link to the HR Ticket Page to view your HR cases, requests, and assigned tasks. Submit HR questions that are not answered in HR knowledge articles All rights reserved. 157

158 Submit an HR request for services related to benefits, including leave of absence, relocation, profile updates, employee relations, and HR systems and reports. Also, you can request services related to payroll, including a corporate credit card; general inquiries, including an employment verification letter; onboarding new employees; and a travel visa. or chat with an HR specialist. (An administrator must enable the HR chat queue for the link to appear.) View requested approvals and cases or tasks awaiting approval. Note: Approvers that do not have the sn_hr_core.manager role cannot access the HR case after the state changes to Closed Complete. Accept or reject HR cases or tasks. View the onboarding team for new hires. View the start date for new hires being onboarded. Note: The HR Service Portal requires Microsoft Internet Explorer 10 or above. The HR Service Portal page does not work in Microsoft IE9 or below. Use the HR Catalog module to submit an HR case. Update your HR profile You can update some of the information in your HR profile, including personal information, contact information, marital status, ethnicity, and gender. There are multiple ways to update your HR profile from the HR Service Portal: From the Browse HR Service Catalog > Employee Data Management > Employee Profile Update. Note: Updated profile information like name, marital status, ethnicity, and gender requires approval. By clicking your picture in the top, right corner of the HR Service Portal and selecting Profile. By clicking your picture in the My Profile section of the HR Service Portal All rights reserved. 158

159 Add or update your personal contact information. From the Employee Profile Update form, click Submit. From My Profile, click Save. To update your employee picture or biography, click Upload Picture or Bio. Click Save. Add your contacts You can add your contacts, picture, or biography to your HR profile. Navigate to Self-Service > HR Service Portal. Click your picture in the My Profile category or the top, right corner of the page and click Profile All rights reserved. 159

160 5. Click Add new contact under the My Contacts category. Enter the contact name, telephone numbers, and other information. To specify the person as an emergency contact, check the Emergency contact box. The Priority field appears. 6. Select the priority of the contact, Primary, or Alternate. 7. Click Upload Picture to browse to a photo file to add to your profile. 8. Click Create new contact to add to your My Contacts. 9. Click Upload Picture to browse and select a profile picture. 10. Click Bio and enter a short biographical description. 1 Click Save. View your open HR cases You can view your open HR cases from the HR Service Portal. Navigate to Self-Service > HR Service Portal. You can also navigate to Self-Service > My Requests, however, the list that appears contains all your open requests, not just HR cases. Under My Open Cases, click the case description to see its details or tasks assigned to you. You must have a Service Portal role (sn_hr_sp.xxxx) to view the task assigned. To edit information, click a field, edit the information, and click Save. Optional: Click the Activity tab to enter a message if necessary. Submit a request from HR service catalog You can submit a request from the HR Service Catalog through the Employee Service Center in the scoped version of HR. Submitting a benefits request From Benefits, you can ask questions and enroll and modify the company benefits your company provides. You can also ask questions and enroll and modify your beneficiaries and request tuition reimbursement for any approved classes you attended. From Benefits, you can: All rights reserved. 160

161 Inquire about and enroll or modify your company benefits Inquire about and enroll or modify your beneficiaries Inquire about and request tuition reimbursement for approved classes you have completed Benefits inquiry You can ask questions about benefits provided by your company. Use the inquiry page for a benefit to ask questions. There are three different inquiry forms for benefits Benefits Inquiry Enrollment Inquiry Tuition Reimbursement Inquiry Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select Benefits. Select the benefit or enrollment inquiry page to ask a question. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field If your question is regarding a specific plan, please select the plan Select the plan associated with your question. What is your question? Enter your question. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. After submitting the completed form, the process to enroll you in the company medical benefit plan begins. Follow the same steps to enroll in dental, vision, pharmacy, 401(k), tuition reimbursement, and beneficiaries. Enroll in or modify benefits from the HR Service Portal You can open the HR Service Portal to enroll in benefits or modify your existing benefit plan. There are several types of benefits in the Browse HR Service Catalog section of the HR Service Portal that require enrollment or allows for modifications Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select Benefits. Select the item to enroll in or modify, such as Medical Plan Enrollment. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. After submitting the completed form, the process to enroll you in the company medical benefit plan begins. Follow the same steps to enroll in dental, vision, pharmacy, 401(k), tuition reimbursement, and beneficiaries. Request tuition reimbursement All rights reserved. 161

162 If your organization reimburses the tuition you paid for courses that support your role, a tuition reimbursement request form is available from the HR Service Portal or Catalog. There are several steps your company can set up for tuition reimbursement. One scenario is: Submit an approval request to take a course or curriculum for tuition reimbursement. An education agreement form is sent to you for a signature. After receiving the education agreement, the request for tuition reimbursement is granted. After course or curriculum completion, you can request tuition reimbursement and attach required documentation like your payment receipt and transcript/course completion. You can request course approval and tuition reimbursement through the Catalog in the top banner area of the HR Service Portal page or under Benefits under Browse HR Service Catalog Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select Benefits. Select Tuition Reimbursement Request. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Tab Name of School or Company Enter the name of the school or company sponsoring the class you are requesting tuition for. Course Title Enter the course title. Course Start Date Select the date the course starts. Course End Date Select the date the course ends. Estimated Cost Enter an estimation of the course fees/ tutition. Justification for taking the course Enter a description of why taking this course is relevant to your job or career. Click Add attachments to upload course documents. The documents appear at the bottom of the form. You can view them by double-clicking the link, edit the title, or remove them if necessary. Click Submit. The case is created. You can see the case in My Open Cases on the HR Service Portal. If you did not attach the required documents, you can attach them to the HR request when you are ready. Open the HR request, and click the attachment icon to navigate to the document location and select them. Request leave of absence Request a leave of absence from the HR Service Portal. There are two ways to request a leave: Submit a request from the HR Service Portal. Click a link in the HR Service Portal that takes you to Workday. Make a request from the HR Catalog in the top banner area of the HR Service Portal page or under Benefits under Browse HR Service Catalog. HR Service Portal request Select Request Leave of Absence All rights reserved. 162

163 Open the form and complete the required information. Tab First Day Of Leave Select the day the leave of absence starts. Estimated Last Day Of Leave Select the day you believe your leave of absence ends. Leave Type Select Long Term Disability or Short Term Disability. Click Add attachments to upload related documents. The documents appear at the bottom of the form. You can view them by double-clicking the link, edit the title, or remove them if necessary. Click Submit. The case is created. You can see the case in My Open Cases on the HR Service Portal. If you did not attach the required documents, you can attach them to the HR request when you are ready. Open the HR request, and click the attachment icon to navigate to the document location and select them. Submitting an employee data management request Employee Data Management is where you can request a profile update or select office space. From Employee Data Management, you can: Request an employee profile update Select an office or desk space for an employee Submitting an employee relations request Employee Relations is where you can interact with HR on relationships with your fellow employees. From Employee Relations, you can: Ask a question about a disciplinary issue or policy Report a disciplinary issue Disciplinary Issue You can report a disciplinary issue about an employee. 5. Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select Employee Relations. Select Disciplinary Issue. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field Select the name of the employee you wish to report You can scroll for a name or enter the first few letters of the first name of the employee. If the employee is not listed or known, provide employee name and description Enter the name of the employee if you cannot find it. Reasons for reporting employee Provide a general overview on why you are reporting this employee. Describe incidents or behavior that lead to reporting this employee Be specific and include dates, times, and locations All rights reserved. 163

164 To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. After submitting the completed form, the process to enroll you in the company medical benefit plan begins. Disciplinary Issue Inquiry You can ask questions about a disciplinary issue or policy. Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select Employee Relations. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Complete the required information. Field What is your question? Enter your question about a disciplinary issue or policy To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. 7. Click Submit. After submitting the completed form, the process to enroll you in the company medical benefit plan begins. Submitting a general request From General, you can ask common questions to your HR department. From General, you can: Ask a question related to HR that does not fall under the other categories Employee Verification Letter You can submit an HR request to generate an employment verification letter and have it sent via to the institution making the request. You can request an employment verification letter either through the Catalog in the top banner area of the portal page or through Browse HR Service Catalog. The letter is generated based on your HR profile information. The HR agent assigned to your request can attach the letter to an message and send it to the contact address you provide Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select General. Select Employee Verification Letter. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Complete the form, entering the reason you need the letter and the address of the person to receive the employment verification letter. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. General Inquiry You can ask general questions related to HR. Use the inquiry page for general HR questions. Navigate to Self-Service > HR Service Portal All rights reserved. 164

165 Under Browse HR Service Catalog, select General. Select General Inquiry. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Complete the required information. Field What is your question? Enter your question. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. After submitting the completed form, the process to enroll you in the company medical benefit plan begins. Submitting an HR systems request From HR Systems, you can ask questions directly related to the HR systems and the HR portal your company uses. From HR Systems, you can: Request access to an HR system Ask a question about an HR system Ask a question about the HR portal Ask a question about an HR report Request a new HR report Request a password reset HR Account Access Request The HR Account Access Request page allows you to request access to the HR systems available Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select HR Systems. Select HR Account Access Request. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field Select the HR system for which you require access Click and select the HR system you are requesting access to. Specify the type of access you need and why you need it for each HR system selected Provide detailed information on why you need access to the requested HR system. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. HR Accounts Inquiry The HR Account Inquiry page allows you to ask a question about an HR system. Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select HR Systems. Select HR Accounts Inquiry All rights reserved. 165

166 Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field What is your question? Enter your question about an HR system. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. Submit an HR Portal Support Request You can request help on issues with the HR Portal. Navigate to Self-Service > HR Service Portal. Browse HR Service Catalog and select HR Systems. Select HR Portal Support Request. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps Click and select What type of support do you need?. Enter details about the type of support you need. Click Browser. Select the type of web browser you are using. To add a document, click Add attachments. Click Submit. HR Report Inquiry The HR Report Inquiry page allows you to ask a question about an HR report Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select HR Systems. Select HR Report Inquiry. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field What is your question? Enter your question about an HR report. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. HR Report Request You can request an HR report from HR Report Request. Navigate to Self-Service > HR Service Portal > > HR Systems > HR Report Request. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Select the HR system you want to create a report for. Select the type of report you want All rights reserved. 166

167 Enter the business justification for the report request. Enter a description of the report you are requesting, how it is used, and details on formatting. Select how often to generate this report. To attach a document, click Add attachments. Click Submit. Reset your password for HR The Password Reset page allows you to request a password reset for the HR systems to which you have access Navigate to Self-Service > HR Service Portal. Under Browse HR Service Catalog, select HR Systems. Select Password Reset. Review the knowledge articles that appear if desired. Otherwise, continue with the remaining steps. Open the form and complete the required information. Field Select the HR system that requires password reset Click and select the HR system you are requesting a password reset for. Username Enter your user name. To attach a document, click Add attachments. Browse to the documentation on your computer and click or double-click the form you want to attach. Click Submit. Submitting a payroll request From Payroll, you can ask questions about your pay. From Payroll, you can: Ask a question about direct deposit Request your paycheck to be directly deposited into your bank account Inquire about paycheck discrepancies Direct Deposit Inquiry You can ask a question about paycheck direct deposit. 5. Navigate to Self-Service > HR Service Portal > Payroll. Click Direct Deposit Inquiry. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Field What is your question? Enter a meaningful name identifying the direct deposit account. To attach a document, click Add attachments. Click Submit. Direct Deposit Setup request All rights reserved. 167

168 You can request to have your pay check be directly deposited into your bank account. Navigate to Self-Service > HR Service Portal > Payroll. Click Direct Deposit Setup. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Field Account nickname Enter a meaningful name identifying the direct deposit account. Bank routing number Enter your bank routing number for direct deposit. The first set of numbers at the bottom, left of a check or deposit slip. For savings accounts, confirm the routing number with your bank. Account number Enter your account number with the financial institution. This number is the second set of numbers at the bottom of a check or deposit slip. Account type Check the type of account for your direct deposit. Deposit type Check how you want your paycheck distributed. Percentage of paycheck Enter a percentage amount you want deposited. Only use this field when checking Percentage of paycheck in the Deposit type field. Amount Enter the dollar amount you want deposited. Only use this field when checking Amount in the Deposit type field. 5. To attach a document, click Add attachments. Click Submit. Payroll Discrepancy You can ask a question about errors in your paycheck. Navigate to Self-Service > HR Service Portal > Payroll. Click Payroll Discrepancy. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Field Specify where in your pay stub you have a discrepancy Select the area you found a discrepancy in your paycheck All rights reserved. 168

169 5. Field Describe the discrepancy? Enter a description of the discrepancy. Is the pay stub attached? Check this box if you are attaching a copy of your paycheck. To attach a document, click Add attachments. Click Submit. Corporate Credit Card request You can request a corporate credit card through the HR Service Portal. 5. Navigate to Self-Service > HR Service Portal > Payroll. Click Request Corporate Credit Card. Review the knowledge documents that appear, and if your question or request is resolved, exit the form. Otherwise, continue with the remaining steps. Field Employee name Select your name. Immediate supervisor name Your manager automatically fills in. Business justification Enter the reason you require a corporate credit card. To attach a document, click Add attachments. Click Submit. Search the HR knowledge base When you have a question about the policies or benefits, search the HR Knowledge Base before submitting an HR question or request. On the HR Service Portal, you can enter search text and see matching articles as you type. If an article answers your question, you do not need to submit an HR request. Navigate to Self-Service > HR Service Portal Click Knowledge Base in the banner. The Knowledge Base window opens. You can find articles under the HR categories on the far, left side of the page, click Top Rated Articles, or click Most Viewed Articles. When you access knowledge base articles, it is a good practice to rate and review the information presented, especially when information is missing or out-of-date. Your organization can choose not to show rating and comment fields, but if they appear in the article, take the time to rate it. Rating an article helps ensure that information stays current and useful to others. Chat with HR You can use the Chat with HR link on the HR Service Portal to ask a question of an HR agent who is monitoring the chat queue. The HR agent can open a case from the conversation when your question needs further investigation All rights reserved. 169

170 The HR chat queue is available if the administrator has enabled it. If it is not enabled, the chat link does not appear in the HR Portal. Navigate to Self-Service > HR Service Portal. Click Chat with HR in the banner. The HR department chat queue opens in a new window. Enter your question and press Send. An HR agent who is monitoring the queue joins the conversation. The HR agent can transfer the conversation to another HR agent if necessary, or create an HR case. Either of you can attach files in the chat window, such as policy documents or screen shots. HR You can use the HR link on the HR Service Portal to an HR agent. The HR agent can open a case from the content when your question or request needs further investigation. Navigate to Self-Service > HR Service Portal. Click HR in the banner. A new opens addressed to HR. Type the subject and your content and press Send. The HR agent or group monitoring the can transfer the to another HR agent when necessary, or create an HR case. Either of you can attach files to the , such as policy documents or screen shots. Enterprise Onboarding and Transitions The Enterprise Onboarding and Transitions application allows you to easily set up and manage lifecycle events such as employee onboarding, offboarding, relocation, leaves of absence, and other processes that span across multiple departments on a single service delivery platform in the scoped version of HR. Explore Set up release notes Upgrade to Administer Activate Enterprise Onboarding and Transitions on page 171 Configuring Enterprise Onboarding and Transitions on page 171 Use Develop Integrate Using Enterprise Onboarding and Transitions on page 199 Developer training Developer documentation HR Performance Analytics Scoped on page 206 HR Integrations Scoped on page 208 Troubleshoot and get help Ask or answer questions in the community Search the HI Knowledge Base for known error articles Contact Support All rights reserved. 170

171 Activate Enterprise Onboarding and Transitions You can activate Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Scoped App: Lifecycle Events allows you to easily set up and manage lifecycle events such as employee onboarding, offboarding, relocation, leaves of absence, and other processes that span across multiple departments on a single service delivery platform. It activates these related plugins if they are not already active. Table 39: Plugins for Human Resources Scoped App: Lifecycle Events Plugin Human Resources Scoped App: Core Provides basic HR features. [com.sn_hr_core] Human Resources Scoped App: Service Portal Provides HR Service Portal. [com.sn_hr_service_portal] Navigate to System Definition > Plugins. Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin). Optional: If available, select the Load demo data check box. Some plugins include demo data Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Configuring Enterprise Onboarding and Transitions Lifecycle events are stages in the career of an employee that include onboarding, new hire orientation, career planning, career development, promotions, and offboarding. HR, IT, and Facilities, as well as other departments can participate at different stages and have visibility at each stage. Lifecycle Event A life-cycle event is a collection of activity sets. Each activity set has a collection of activities. Grouping activities and activity sets provide flexibility in determining the timing each are triggered and with assignment All rights reserved. 171

172 Note: Onboarding is used as an example of a Lifecycle Event. Activity Sets Activity sets are containers for activities. Activity sets determine when the activities within it should be triggered. Each activity set must trigger and be completed in order for the Lifecycle Event case to be closed. Note: Pre-hire, Pre-boarding, and Day 1 are examples of Activity Sets All rights reserved. 172

173 Activities Activities are tasks assigned to employees or a case assigned to a fulfiller or agent to complete. Activities have associated criteria that determines when it should be included for the subject person of a case. Note: The activities listed are examples. Lifecycle Events setup Setting up a life-cycle event involves these processes: Create a life-cycle event type. Create an activity set. Act as containers for a group of activities. Determines when the activities trigger during a lifecycle event. Create activities. Onboarding is provided as an example. Create HR Task Templates (for employee activities). Manage Activity Configuration (for fulfiller activities). Create catalog items, order guides, and templates (for fulfiller activities). Create Owning Groups. Create HR Criteria. Activities are associated with HR criteria to determine when it is triggered for the subject person selected for the lifecycle event case. This step helps to personalize the workflow for the subject person. Create HR Services (associate Lifecycle Event Type with HR Service) All rights reserved. 173

174 HR Lifecycle Events Roles Lifecycle Events roles control access to features and capabilities in the Lifecycle Events module. Currently, there are six Lifecycle Events roles: Lifecycle Case Reader (sn_hr_le.case_reader): Lifecycle Case Writer (sn_hr_le.case_writer): Inherits Lifecycle Activity Reader role and any roles it contains. Can create and modify activities within its owner group. Can create and modify activity sets within its owner group, but cannot activate them. Can create and manage HR activity configurations to set up HR services, HR templates, SM templates, SYS templates, order guides, and record producers. Lifecycle Activity Set Manager (sn_hr_le.activity_set_manager): Can read and access activity set definitions, activity definitions, and owner group definitions. Lifecycle Activity Writer (sn_hr_le.activity_writer): Inherits Lifecycle Case Reader role. Can create and modify life-cycle cases. Lifecycle Activity Reader (sn_hr_le.activity_reader): Can read all life-cycle cases. Inherits Lifecycle Activity Writer role and any roles it contains. Can create, modify, and delete activities in any owner group. Can create, modify, and delete activity sets and all attributes. Can activate and trigger activity sets. Lifecycle Admin (sn_hr_le.admin): Inherits Lifecycle Activity Set Manager role and any roles it contains. Inherits Lifecycle Case Writer role and any roles it contains. Can grant Lifecycle Events scoped roles to any users. Can create, modify, and delete Lifecycle Events owner groups. Can add and remove users from Lifecycle Events owner groups. Note: Lifecycle Admin (sn_hr_le.admin) is part of HR Admin (sn_hr_core.admin) when the Human Resources Scoped App: Core (com.sn_hr_core) and Lifecycle Events (com.sn_hr_lifecycle_events) plugins are activated. To use the scoped admin features, you must remove the Lifecycle Admin role from the HR Admin role. Lifecycle Events use case This use case illustrates how HR and Facilities agents and their associated roles interact and work together to create life-cycle event cases. Roles control access to features and capabilities for life-cycle events. Refer to HR Lifecycle Events Roles on page 17 The following is a use case for onboarding a new employee. The diagram provides: The name of each role and what is required to onboard a new employee. The process for HR and Facilities agents All rights reserved. 174

175 Note: For IT and Facility requests, the same steps outlined for the Lifecycle Activity Writer can be applied. Create or modify Lifecycle Events user roles You can manage roles and grant control access to features and capabilities in the Human Resources: Lifecycle Events application using the Manage Roles module. Navigate to Lifecycle Events > Administration > Manage Roles. The User Roles list displays. Click New or on an existing role to modify it All rights reserved. 175

176 Option Suffix Created by the system after adding a role. It can be edited. Name Enter or modify a name for the role. Assignable by Select the Assignable By role (sn_hr_le.admin) to allow a user with this role to assign it to another user. Application Select the application that contains this record. Elevated privilege Check to give this role elevated privilege. Elevated privilege grants modification access to the High Security Settings, modify the Access Control List, directly import XML files, and access the Scripts - Background module. Enter or edit the description of the role. Click Save. There are three tabs that display: Contains Roles - Displays all roles that roll up under the displayed role. Applications with Role - Displays all applications the role is available to. Modules with Role - Displays all modules the role is available to. Click Update. Lifecycle Events and Workflows The HR Activity Set Launcher workflow drives the entire Lifecycle Event process. Associated workflows drive each of the Activity Sets within a Lifecycle Event. When a Lifecycle Event case is created: The Invoke Activity Set Launcher Workflow business rule runs. The HR Activity Set Launcher workflow starts. The workflow runs the duration of the Lifecycle Event case and manages the Activity Sets. Note: You can access the workflows from Execution Contexts All rights reserved. 176

177 Each Activity Set in a Lifecycle Event have an associated workflow. Each workflow: Monitors trigger conditions and dependencies on other activity sets to generate activities. Checks the status of activities in the workflow every four hours (default) for activity sets triggered by date or a custom script. Checks the status of activities when an activity case or request is updated. Closes the activity set when activities are marked complete. The base system provides a default for the total number of activity sets that can run at the same time. This value can be increased, but system performance can be affected. Open Workflow Editor. From Workflows, select HR Activity Set Launcher. Under Parallel Flow Launcher, click the Activity Properties. Update the Max Simultaneous value. See Parallel Flow Launcher workflow activity. Lifecycle Events Script Includes and APIs Script includes call workflows within Lifecycle Events. The following script includes are provided with Lifecycle Events: Name hr_activityset Main script include for Lifecycle Events workflows and activity management. LaunchActivities API to launch an instance of all activities under an activity set. Called when a Lifecycle Event case is created. getavailabledependentactivitysets(activityset) Retrieves a collection of dependent activity sets for an activity set. isactivitysetcompleted Checks when all activities in a set are complete. IsActivitySetActive Checks when an activity set is active All rights reserved. 177

178 The following APIs are provided with Lifecycle Events: hr_letype - Contains methods related to Lifecycle Event types, activity sets, and activity set activities. Methods related to Lifecycle Event Types: createletype(@param - REQUIRES: Array of js objects having field name value pairs) - Returns js object with status - 'success'. updateletype(@param - REQUIRES: Array of js objects having field's name value pairs and Lifecycle Event Type Id) - Returns js object with status - 'success'. removeletype(@param - REQUIRES: Lifecycle Event Type Id) - Returns js object with status 'success'. Methods related to Activity Sets: createactivityset(@param - REQUIRES: Array of js objects having field's name value pairs) - Returns js object with status - 'success'. updateactivityset(@param - REQUIRES: Array of js objects having field's name value pairs and ActivitySetId) - Returns js object with status - 'success'. removeactivityset(@param - REQUIRES: activitysetid) - Returns js object with status - 'success'. Advanced: Hr_triggerUtil Convenience methods for advanced scripting on running activity sets. checkactivitysetscompleted(activitysetlist) Verify when activity sets in the list are complete. checkforelapseddate(date) Verify when the date passed in has elapsed. checkforelapseddatewithoffset(date, offset, offsetunits, offsettype) Create or modify lifecycle event types A lifecycle event is stages in the career of an employee and a collection of activity sets and activities. Roles required: Lifecycle Admin [sn_hr_le.admin]. Lifecycle Event Types are used as a container for activity sets and activities. Note: Onboarding is an example of a Lifecycle Event All rights reserved. 178

179 5. Navigate to Lifecycle Events > Administration > Manage Lifecycle Event Types. Click New or on an existing life-cycle event type to modify it. Option Title Enter or modify the title of the life cycle event type. Active Check to make the life cycle event type active and available. Enter or modify the description of the life cycle event type. Click Save. The Activity Sets section displays. Click New to add an activity set to the life-cycle event type or click an activity set to modify it. Click Update. Create or modify lifecycle event activity sets Activity sets contain activities that are a part of a life-cycle event. You can combine multiple event activities in one activity set and configure the set to trigger according to methods you apply. Role required: Lifecycle Activity Set Manager [sn_hr_le.activity_set_manager]. Activity sets act as containers for a group of activities and determines when the activities trigger during a lifecycle event. You control when each activity or activity set triggers. Triggers determine the timing of when HR agents are assigned to and work the associated cases and tasks that make up an activity or activity set. Note: The base system limits the total number of activity sets that can run at the same time to 10. This value can be increased, but system performance can be affected. See Parallel Flow Launcher workflow activity All rights reserved. 179

180 Navigate to Lifecycle Events > Administration > Manage Activity Sets. Click New or on an existing activity set to modify it. Option Title Enter or modify the title of the activity set. Enter or modify the description of the activity set. Active Check to make the activity set active and available. Note: This field is only editable by the Activity Set Manager [activity_set_manager] role and above. Lifecycle event type Enter or modify the Lifecycle Event Type that the activity set belongs to. Activity sets can be grouped. For example, the Onboarding Lifecycle Event Type can contain multiple activity sets. Lifecycle Event Types are linked to HR Services and ensure that activities in an Activity Set are associated with an HR case. Refer to Create or modify lifecycle event types on page All rights reserved. 180

181 Option Display order Enter a numeric value to indicate the order the activity set appears within a life-cycle event type. For example, Offer Generation is the first activity set in the Onboarding life-cycle event type. Note: Use increments of 100 when determining the order. This method enables easier edits. For example, if you number your links 1, 2, 3, 4, 5 and want to place a new link at 2, you will have to renumber 3, 4, and 5. Using increments of 100 enables you to place new activity sets without having to renumber later links. The numbering determines the display order for the HR Service Portal only. The order has no impact on when an activity set triggers. Trigger type Select or modify a method to trigger the activity set: Trigger table Displays when Date is selected as the Trigger type. Select a table that determines the date field that can be used as a trigger. Trigger field Immediate - Activity set triggers when the case is created. Date - Activity set triggers before, on, or after a specific date. Additional fields display when this trigger is selected. Other Activity Sets - Activity set triggers after one or more activity sets has completed. Advanced - Activity set triggers according to the Trigger script. Case tables: From parent life-cycle event case. HR profile: Profile of subject person from parent life-cycle event case. Displays when Date is selected as the Trigger type. The date fields that display depend on the table selected in the Trigger table field. Select the type of date to trigger the activity set All rights reserved. 181

182 Option Date offset type Displays when Date is selected as the Trigger type. Select when the activity set should trigger: Date offset quantity None - Trigger on the date (Trigger field). Before - Trigger before the date (Trigger field). After - Trigger after the date (Trigger field). Displays when Date is selected as the Trigger type and Before or After are selected for the Date offset type. Enter a quantity for offset. Date offset units Displays when Date is selected as the Trigger type. Select the unit of time used to offset the date selected in the Trigger field. For example: Trigger field = Actual start Date offset type = Before Date offset quantity = 5 Date offset units = Days The activity set triggers five days before the actual start date. Activity set dependencies Displays when Other Activity Sets is selected as the Trigger type. Select the activity set that must complete before this activity set can start. Note: This feature can only be used if the dependent activity sets belong to the same Activity Set group. Refer to Create or modify lifecycle event types on page 178. Trigger script Displays when Advanced is selected as the Trigger type. Enter a script that determines when the activity set triggers. There are two examples provided as default scripts. parentcase: Reference to parent life-cycle event case. hrtriggerutil: Allows checking of other activity sets or dates from other types of triggers. Click Save All rights reserved. 182

183 5. The Activities section displays a list of activities associated with the activity set. Refer to Create or modify lifecycle events activities on page 18 Click New to add an activity to the activity set or click an activity to modify it. To remove an activity from the activity set, check the box next to the activity and click Delete from the Actions on selected rows. Click Update. When life-cycle event dates change after a case has been created, activity sets with triggers tied to that date also change. This change only applies to active activity sets that have not yet triggered. Or, when a new HR case that is part of an activity set is created. After the initial activity set has triggered, the new HR case does not affect the dependencies on other activity sets. Create or modify lifecycle events activities Activities create cases, requests, or employee tasks that are a child of a Lifecycle Event case. Roles required: Lifecycle Activity Writer [sn_hr_le.activity_writer]. The type of activity is configurable, cross multiple functional teams, and can be fulfiller or employee based. Activities are part of an activity set and activity sets make up a lifecycle event. Activities are associated with HR services and define tasks assigned to HR, a new hire, hiring manager, IT, facilities, or any licensed application. With Manage Activities, you can: Include multiple activities inside an activity set. Associate activities with different activity sets. Target activities to specific users using HR criteria and helps personalize the workflow for the subject person. Navigate to Lifecycle Events > Administration > Manage Activities. Click New or on an existing activity to modify it. Option Title Enter or modify the title of the activity. Note: Use titles that easily correspond to an HR service All rights reserved. 183

184 Option ActivityEnter or modify the activity type: type Employee: Activity is for an employee. Fulfiller: Activity is for an agent in any department (HR, IT, Facilities, and so on). Note: When Fulfiller is selected and Fulfiller activity is selected as HR Service, the HR Service field displays. HR HR tasks are tasks assigned to an employee to complete. When Employee is selected from task Activity type, use HR task templates to assign a task to the employee. template This field displays when Employee is selected from the Activity type field. Or, when Fulfiller is selected from the Activity type field and HR Task is selected from the Fulfiller activity field. Note: mapping fields are not allowed on tasks. Refer to Add or modify an HR task on page All rights reserved. 184

185 Option FulfillerDefines what the activity creates. This field only displays when Fulfiller is selected from the activityactivity type field. Automated Order Guide Catalog Item HR Service HR Task Incident (Displays when licensed for Facilities Service Management) Refer to Create or modify Lifecycle Events fulfiller activity configurations on page 190. Order This field only displays when Automated Order Guide is selected from the Fulfiller activity guide field. Edit the existing order guide or click New to create one. Refer to Create an order guide. CatalogThis field only displays when Catalog Item is selected from the Fulfiller activity field. Item Edit the existing catalog item or click New to create one. Refer to Create an order guide rule to add a catalog item. HR This field only displays when Fulfiller is selected from the Activity type field and HR Service serviceis selected from the Fulfiller activity field. Select or modify the HR service associated with the activity. Refer to Create or modify HR services on page 109. Template This field only displays when Fulfiller is selected from the Activity type field and Incident is selected from the Fulfiller activity field. Select or modify the template associated with the activity. Refer to Form templates. Active Check to make the activity active and available. OwningSelect the group responsible for this activity. Refer to Create or modify Lifecycle Events owner group groups on page 195. Note: Only members of this group can select and edit this activity. Lifecycle Event Admin [sn_hr_le.admin] can also select and edit the activity. ActivitySelect or modify the activity set the activity belongs to. Activity sets are a way to group set activities. For example, Complete I9 Form is an activity that belongs to the Pre-boarding activity set. HR The HR criteria determines when to trigger an activity for the subject person selected on the criterialifecycle event case. This step helps to personalize the workflow for the subject person. Refer to Create or modify HR Criteria on page 8 Enter a description of the activity. Click Save to save your data and remain on the Activity form. Click Update to save your data and return to the Activities list. For fulfiller activity types, the Activity Field Mappings section displays. This section is where you can map fields from the parent case to the case on the task that is created from the activity. Refer to Create or modify Lifecycle Events activity field mappings on page All rights reserved. 185

186 Create or modify Lifecycle Events activity field mappings Create Activity Field Mappings to pass information from the parent life-cycle event case to a child case created by an activity. Roles required: Lifecycle Activity Set Manager [sn_hr_le.activity_set_manager]. The Map from field option is always available on the Lifecycle Events case. The Map to field option is available on the corresponding activity task table. Create or edit an activity. Refer to Create or modify lifecycle events activities on page 18 After creating an activity, click Save. The Activities Field Mappings section displays a list of fields mapped from the parent case to the activity. Click New or click an activity field mapping to modify it. Option Activity Activity type. Map from table Select or edit the table that provides the source value field. Note: This is the HR Lifecycle Events Case [sn_hr_le_case] table. Map from field Select or edit the field that the value comes from. Note: This is a field from the HR Lifecycle Events Case [sn_hr_le_case] table. Map to table Select or edit the table that provides the destination-value field. Note: The table is dependent on the selected fulfiller activity type and comes from the fulfiller activity configuration. The base system provides field mappings from the HR Lifecycle Events Case [sn_hr_le_case] table to the HR Case [sn_hr_core_case] table. Map to field The destination field the value from the Map from field is mapped to. When mapping, ensure the map from and map to entities match. For example, string to string, reference to reference. Click Submit or Update. Create or modify an HR task template for Lifecycle Events for employee activities HR task templates, like case templates, are based on sys templates, but have a custom UI to reduce complexity. Roles required: Lifecycle Activity Writer [sn_hr_le.activity_writer]. HR task templates are used to automatically populate data into HR tasks that fall under specific HR cases, service, and Center of Excellence (COE). Several HR task templates are predefined, and others are added as you create HR task templates with associated HR cases All rights reserved. 186

187 Note: The legacy HR Templates are still available from the Switch to Classic UI button. Navigate to HR Administration > HR Services > HR Templates. Or, you can access an HR task template from the HR Service form. Create an HR service, click the icon next to the Template field, and click New. Click New or an existing template. Clicking New takes you to the legacy/native template page. Table 40: HR task template fields Field Name Unique and descriptive name for this template. The name is referenced in the HR Service Configuration form and how the template is applied to an HR case. Refer to Create or modify HR services on page 109. Active Check to make template available for use. Owning Group Select the HR group responsible for the task template All rights reserved. 187

188 Table 41: Task Assignment and Due date Field Parent case table The HR case table of the parent case. Assign to The person the task is assigned to. Due date source The source of the due date for the task. Date offset type Further defines the due date. You can choose to have the due date to be before or after the source date. Date offset units Only appears if a date offset type of before or after is selected. Select the offset unit of the due date. Date offset quantity Only appears if a date offset type of before or after is selected. Enter a numeric quantity to correspond to the offset units. For example, enter: Due date source = HR Case/Created Date offset type = After Date offset units = Days Date offset quantity = 2 The due date is two days after the HR case was created. Table 42: Template Fields Field Short Enter a short description that appears on the HR case. Optional Select True to make this task optional All rights reserved. 188

189 Field HR Task Type When assigning a task to an employee, you can request how the employee acknowledges completion of the task. The tasks appear on the HR Service Portal for the employee. Note: The short description comes from the template, but you can add or modify it. It appears on the HR Service Portal. Credential - Send a document (PDF Template) that the user acknowledges by entering a password. E-Signature - Send a document (PDF Template) that the user acknowledges by entering an e-signature. URL - Send a URL link that the user acknowledges when accessed. HR Service - Notify the user a task on the HR Service Portal related to an HR service is assigned. Submit Catalog Item - Notify the user to select equipment or other items for an employee. Catalog Item appears when Type is Submit Catalog Item. Submit Order Guide - Requests the Subject person to select an order guide. An example is a hiring manager requesting a new employee to select items like hardware and software as part of the onboarding process. Order Guide appears when Submit Order Guide is selected. Sign Document - Requests the Subject person to edit or sign a document. An example is sending an education agreement to be signed for tuition reimbursement. Select a document from the PDF Template and enter a short description. Note: After the user signs the document, the document is generated with the signature and attached to the task. The task is closed complete and the document is attached to the case. Mark When Complete - Notify the user a Completed button appears on the HR Service Portal. Use the Short description to provide details about this task. Note: Mark When All Complete rights reserved. changes the state of the task to 189

190 Field State The work status of the case. The states are: Draft Ready Work in Progress Closed Complete Closed Incomplete Cancelled Awaiting Acceptance Suspended Note: Change the state to Ready or Work in Progress for the employee to see the task that you created. Add field Click to add fields to the HR case template. Note: You can control what fields are available. Go to sys_properties.list in the Navigation bar. Search for sn_hr_core.template_exclude_fields. To exclude a field, enter the field names separated by commas in the Value field. Click Submit or Update to save the HR case template and assign it to the HR Service. Create or modify Lifecycle Events fulfiller activity configurations With the Manage Activity Configuration feature, you can determine how fulfiller activities are configured and what conditions define them as complete for a generated task from an activity. Role required: Lifecycle Activity Set Manager [sn_hr_le.activity_set_manager]. Fulfillers are agents assigned to lifecycle event activities. Fulfiller activity configuration passes field information from the Lifecycle Event Case [sn_hr_le_case] table to the HR case [sn_hr_core_case] table. The base system provides fulfiller activity configurations that are available in Onboarding Lifecycle Events. These fulfiller activity configurations can be used to model new ones and are required for licensed application task types used for lifecycle events. Navigate to Lifecycle Events > Administration > Manage Activity Configuration. Click New or on an existing fulfiller activity configuration to modify it. Option Fulfiller activity Specify the Type of activity assigned to a fulfiller All rights reserved. 190

191 Option Configuration Type You can create configurations for any installed/ licensed application task type. Select the type that determines the relevant fields for the activity, choices include: Application Template: Based on any task table supporting templates. HR Service: Activity based on existing HR Service. HR Task Template: Activity based on existing HR activity template. Service Management Template: Activity creates a case based on any licensed SM core application. Catalog Item: Creates a task, request, or case based on an existing catalog item. Order Guide: Creates an IT request based on an order guide. Only displays when Service Management Template is selected from Configuration Type. Note: Only displays applications your company has a license for and the plugin is activated. Select the application the fulfiller activity is for. Catalog Only displays when Catalog Item or Order Guide is selected from Configuration Type. Select the catalog the fulfiller activity is based on. Activity closure Closure definitions define the case state and details required to close the activity and mark it complete. This setting advances the status of the activity set. Select one or more filter conditions that, when met, close the activity if applicable. Note: The default setting should be sufficient for most records to close the activity. Active Check to make the activity configuration active and available. Task table Select the type of task the activity is. The choices change depending on what is selected in Configuration Type. Click Save. The Fulfiller Activity Field Mappings section displays. Refer to Create or modify Fulfiller Activity Configuration Mappings on page All rights reserved. 191

192 HR approvals for Lifecycle Events Approvals are an activity type that corresponds to an HR activity that requires a person or group to approve before it can proceed. HR Service Activities support multiple approval steps and options without using workflows. Approvals for Lifecycle Events upon rejection are configured differently than approvals for HR services. Lifecycle Event approvals have two options that can be configured for rejections. You can define: Who approves the HR activity. You can have multiple approvers. How to handle rejections and missing approvers. Rejection of an approval can be handled several different ways depending on how the activity is configured. HR activities with an Activity type of Approval start alongside other activities within an Activity Set. To make activities dependent on an approval: Place an approval HR activity in a separate Activity Set. Place activities that require an approval in an Activity Set that triggers on Other Activity Sets. Place the approval Activity Set in the Activity set dependencies of the Activity Set you want dependent on the approval. Note: Approvers that do not have the sn_hr_core.manager role cannot access the HR case after the state changes to Closed Complete. See Create or modify lifecycle events activities on page 18 Create or modify Fulfiller Activity Configuration Mappings With Fulfiller Activity Configuration Mappings, you can pass information from the parent life-cycle event case to an activity. Role required: Lifecycle Activity Set Manager [sn_hr_le.activity_set_manager]. Fulfiller Activity Configuration Mappings copy to all activities created using the fulfiller configuration. This feature is convenient for common mappings that can be reused. The Map from field option is always available on the Lifecycle Events case. The Map to field option is available on the corresponding activity task table. Note: These options also apply to Activity Field mappings. Refer to Create or modify Lifecycle Events activity field mappings on page 186. Create or edit a fulfiller activity configuration. Refer to Create or modify Lifecycle Events fulfiller activity configurations on page 190. After creating a fulfiller activity configuration, click Save. The Fulfiller Activity Configuration Mappings section displays. Click New or click an existing Fulfiller Activity Configuration Mappings record to modify it. Option Activity type configuration Fulfiller activity type. Map from table Select or edit the table that provides the sourcevalue field. Map from field Select or edit the field that the value comes from. Map to table Select or edit the table that provides the destination-value field All rights reserved. 192

193 Option Map to field Select or edit the destination field. When mapping, ensure the map from and map to entities match. For example, string to string, reference to reference. Click Submit or Update. HR Catalog for Lifecycle Events The HR catalog contains the items that employees use to request HR assistance. You can review and modify predefined catalog items as needed. You can create catalog items to use for other types of HR requests that are important to your company. Case field configuration by topic detail provides Terms used with the HR catalog Several terms used throughout the Human Resources application are synonymous with each other. These items are often referred to one way in the navigator, but when you open the module the name at the top is different. The following list includes terms used for items associated with the HR catalog. Table 43: Synonymous HR Catalog terms Term Synonymous with term Catalog item Record producer HR request HR case HR template Product model or Model Knowledge article Knowledge model It is also important to understand the two types of HR categories. HR catalog categories, which are used to group catalog items in the HR Service Portal or HR Catalog. HR case categories, which are used for reporting and selected to assign a template to an HR case. Typically used when an HR agent is entering a case for a caller through HR Case Management > Create New Case. Catalog item planning and creation The following outlines a process to use when planning for and creating catalog items. Define the new catalog item: Determine the purpose of the HR request, and whether it needs variables, tasks, or both. Variables are used to ask questions and to map the answers to fields, such as the comment field. Tasks are used to define work that must be completed in a specified order before the request can be completed. Tasks can be assigned to different HR agents. Create the catalog item: Use the Manage HR Catalog module to create a catalog item. It provides a simplified form where you enter a name and description, and select a catalog category, assignment group, and default priority All rights reserved. 193

194 You can submit or publish the catalog item. If you click Submit, the catalog item is saved but is not active. You can then update it, for example, to add variables, before you publish it. You can publish the catalog item to make it active immediately. When you submit or publish in the simplified form, a catalog item, HR case category, and HR case template are all created. Modify the catalog item: After you create the catalog item, you can access the catalog item or the HR case template from the Manage HR Catalog page. Access the HR case template to add fields, define required skills and assignment group, and add tasks. Access the catalog item to add variables and specify user criteria. Manage the HR catalog for Lifecycle Events The HR catalog categories contain the items that employees use to request HR assistance. Role required: sn_hr.core_manager, or sn_hr.core_admin When you create an HR catalog category, you must assign a catalog item to the category to publish to the HR Service Portal and HR Catalog. An HR case category and HR case template are created automatically. Navigate to HR Administration > HR Services > Manage HR Catalog. To create or modify a catalog category, perform one of the following actions. Option Create a catalog category Click New Category, enter the category name and description, and click Submit. Edit an existing catalog category Point your cursor to the category and click the edit icon. Modify the category or description fields as needed and click Submit. To assign HR catalog items to a category, select the HR category in the list on the left and complete the following steps. a) Click Assign / Remove Catalog Items. b) Select the catalog items to assign and deselect catalog items to remove. c) Click Save. To assign a category to a catalog item, select All Catalog Items in the list on the left and complete the following steps. a) Locate the catalog item on the right and open the Categories choice list. b) Select the categories to assign the catalog item, and deselect the categories to remove the assignment. c) Click Save. Order guides for Lifecycle Events Order guide submits a single service catalog request that generates several items. For example, a New Employee Hire order guide can contain several items that new employees commonly need, such as business cards, computer, and cell phone. After selecting this order guide, the customer can then provide information about the new employee, including location and job title. The order guide then submits an order for catalog items like business cards, based on the details provided. Order guides determine which catalog items to order by evaluating order guide rule conditions. Information the customer enters within the order guide can be passed as cascading variables to the ordered items, allowing common information to be reused across multiple items All rights reserved. 194

195 Administrators and catalog administrators can create order guides for the service catalog. Order guides can be run automatically, generating a set of ordered items without needing to manually submit a service catalog request. For example, an onboarding workflow for a new employee can automatically run an order guide to order items for that employee. The script field in an order guide can be used to add or remove catalog items to or from the order guide. It can be added to the order guide form by configuring the form layout. To add a catalog item that is not added to the order guide via a rule base, write the following code in the script field: guide.add( <sys_id_of_cat_item>") To remove a catalog item that is added to the order guide via a rule base, write the following code in the script field: guide.remove( <sys_id_of_cat_item>") Create or modify Lifecycle Events owner groups Set up an owner group to manage a group of users that have access to the Human Resources: Lifecycle Events application. Role required: Lifecycle Activity Writer [sn_hr_le.activity_writer]. Owner groups provide ownership of lifecycle event activities. Activities are required to have owner groups. Members of an owner group can edit the activity associated with the owner group. Note: HR, IT, Facilities, and so on, all are owner groups for their respective areas. Members of the owner group can receive notifications and perform duties related to life-cycle events. Navigate to Lifecycle Events > Administration > Manage Owner Groups. The Groups list displays. Click New or on an existing group to modify it. Table 44: HR Groups Field Name Enter a name that describes the group. Manager Click the Lookup using list icon and select the person responsible for this group. Type Category for the group. Group Enter the address of the group. This acts as a group notification that sends an to every member of the group All rights reserved. 195

196 Field Parent Click the Lookup using list icon and select the HR group that is above the current group. For example, the HR group is the parent of HR Benefits, HR Employee Relations, and more. A child group inherits the roles of the parent group. But, the members of the child group are not members of the parent group. If a case is assigned to the parent group and you click the Assigned to lookup icon, only the members in the parent group are available. The members of the child group are not available. Currently, there are two levels to groups, the Parent at the top (HR) and all the other groups as children. Vendors Vendors that the group is responsible for. A description of the group. Click Save and a series of tabs display at the bottom of the form. Field Roles Click Edit and from the Edit Members form, move the roles from the Collection column to the Roles List column. Adding a role to a group means that all group members also have that role. Note: Roles associated with the parent group are automatically assigned. Group Members Click Edit to add users to the group. Click New to create a user and add it to the group. Groups Click New to create a new group. Note: Creating a group from here does not automatically create a child group under the group you have displayed All rights reserved. 196

197 Field Skills Click New to create a new skill. Click Edit and the Edit Members form displays. Move skills from the Collection column to the Skills List. Click Save when done. Note: Skills associated with the parent group are automatically assigned. Locations covered Locations that the group covers and used for case assignment. Activities This field only displays for the Lifecycle Events application. The HR Service Activities the group manages. The HR Service Activities are part of the Activity Set and together make up a Lifecycle Event. Only members of this group can update this HR Service Activity. Refer to Create or modify lifecycle events activities on page 18 Click Submit or Update. Create or modify HR Criteria HR criteria defines the audience for HR content or cases. You can make information available to or create an HR case for specific groups, individuals, or to all employees. Role required: sn_hr.core_admin For Lifecycle Events, activities have associated HR criteria that determines when to trigger an activity for the subject person selected on the Lifecycle event case. This step helps to personalize the workflow for the subject person. Note: For HR Catalog Items (record producers), ensure Use "User Criteria" to define access to catalog items and categories is set to Yes under Service Catalog > Catalog Administration > Properties. Verify this field is checked Yes. Navigate to HR Administration > HR Criteria. Click New. Option Name Enter a name identifying the HR criteria All rights reserved. 197

198 Option Table Click and select the table the condition is to filter on. For example, to filter on a role, select User Role [sys_user_has_role]. Note: When used for bulk HR cases, the Table and User Column must be entered. Active Check to activate the HR criteria. User Column Together with the Table field, filters users for bulk case creation. For example, Enter a description for the HR criteria. Click Save from the Content menu to remain on the HR Criteria form. The Conditions section displays. 5. Click New to create conditions. Option Name Enter a name that describes the condition. Table Click and select the table the condition is to filter on. For example, to filter on a role, select User Role [sys_user_has_role]. Active Check to activate the HR condition. User Column All rights reserved. 198

199 Option Condition Add conditions to specify the fields and values that create the filter and based on the table selected. For example, to create a condition to display the link for new hires, select Role from choose field, is, and sn_hr_core.hrsm_new_hire. Note: It is required to add a filter condition: user, is (dynamic), Me. This filter prevents placing the HR link for every user in your company. 6. Click Submit. The HR Criteria form displays. Using Enterprise Onboarding and Transitions You can view, create, or modify lifecycle event cases, as well as view lifecycle event execution contexts and dashboards. HR Lifecycle Events Cases HR Lifecycle Events Cases shows all cases and child cases related to life-cycle events. You can also view Lifecycle Events cases in the HR Cases list. Refer to HR Cases on page 5 The quickest way to find cases assigned to you is to use the HR Service Portal. To create, edit, or track a Lifecycle Events case, refer to Create an HR case on page 3 Once a case is created or modified, under Related Links, there are links unique to Lifecycle Events cases: Requested user actions: Shows a list of user actions from the new-hire check list with links to the tasks. Activity Set Execution: Shows all activity sets for a life-cycle event. Show Workflow: Displays the workflow associated with the Activity Set. Create or modify a Lifecycle Events case HR Lifecycle Events cases contain HR activity sets that contain trigger activities. Roles required: Lifecycle Case Writer [sn_hr_le.case_writer]. The base system provides HR services that creates lifecycle event cases: Account notification Request onboarding To create or modify a Lifecycle Event case, refer to Create an HR case on page 3 Create Office Space Request Task As part of the onboarding process, you can find and reserve an office space for a new hire. Select an HR Case. Select Add Task under the Related Links section. Select HR Task from the Task Type window. Complete the form. These instructions describe the required fields for requesting an office space. For a complete listing of all HR task fields, refer to Add or modify an HR task on page All rights reserved. 199

200 Location Select the building location the new hire is assigned to. Template Select the HR task template that corresponds to this type of task. The Select Office/Desk Space template is provided as a model. 5. Due date Select a date the HR task is to be completed. HR Task Type Submit Catalog Item appears from the HR task template. Catalog Item Select Office Space appears from the HR task template. Short Appears from the HR task template, but you can overwrite this entry. Assignment group Appears from the HR task template, but you can override it. If blank, select a group to be assigned to this task. Assigned to Appears from the HR task template, but you can override it. If blank, select an HR agent to be assigned to this task. Select Submit or Ready for Work. View Lifecycle Events Execution Contexts The Execution Contexts module displays all activity sets associated with all Lifecycle Events cases. Lifecycle Events generate Activity Set Contexts (Execution Contexts) records. By default, these records display by State. To view all records for a case, sort by Related record. Navigate to Lifecycle Events > Administration > Execution Contexts. Select an existing activity configuration. Option Activity set The name of the activity set associated with a Lifecycle Events case. Activity sets are a group of activities. For example, Pre-boarding is an activity set that contains multiple activities that must be completed prior to the first day of a new employee. State The workflow execution status. Each activity set has a status depending on where in the workflow it resides. Related record Awaiting Trigger Running Activities Finished Error The Lifecycle Events case that the workflow instance is executing on All rights reserved. 200

201 Option Workflow context The workflow context that contains the state and progress of the workflow. Refer to Administering workflow contexts. You can also view all activity set context records for a case from the HR Lifecycle Events Case form. Under Related Links, select the Activity Set Execution link. Refer to HR Lifecycle Events Cases on page 199. HR ticket page You can create requests or view assigned or open tasks and cases with the HR ticket page. You can also communicate with HR from this page. The HR ticket page displays when you select a case or task from My To-dos or Open Cases and Requests from the HR Service Portal. Figure 15: HR ticket page: Request Onboarding From the HR ticket page, you can: All rights reserved. 201

202 Create a request from the HR Service Catalog. View assigned open tasks and cases and ability to complete. View the details and status about tasks and cases. View attachments related to tasks and cases. Sign or provide credentials indicating documents were read. View and acknowledge watching a video. View activity and status related to the tasks and cases. Send a message about the activity. Sign and complete tasks from the Case page. Upload requested documents. View and change the priority of your case. View and add to the Watch list. Approve or reject a task or case. HR managers can view a running total of all cases or only assigned cases. Create an onboarding request with the HR ticket page From the HR Service Portal, you can make an onboarding request for a new hire using the HR ticket page. Role required: sn_hr_sp_admin From the HR Service Portal, scroll down to Browse HR Service Catalog and select the Talent Management category. Select the Request Onboarding item. Complete the required fields. Click Submit. The onboarding request triggers the onboarding process as part of a lifecycle event. An is sent to the new hire with information on accessing the HR Service Portal. New hires are assigned the All rights reserved. 202

203 sn_hr_core.hrsm_hew_hire and sn_hr_sp.hrsp_new_hire roles so they can access the HR Service Portal for onboarding. View the status of an onboarding request From the HR Service Portal, you can view the status of an onboarding request using the HR ticket page. From the HR Service Portal, scroll down to Open Cases and Requests or My To-dos, and select a Request Onboarding case. The Case Lifecycle status icon definitions are: Empty circle: Not yet started Half circle filled in: Running activities Check mark in circle: Completed Exclamation point in circle: Error All rights reserved. 203

204 Reserve an office space with the HR ticket page As part of the onboarding process, you can find and reserve an office space for a new hire using the HR ticket page. From the HR Service Portal, open a Select Office Space task from your My To-dos list. By default, the correct map and settings are set to show available office space. Click an open, available space to reserve. You can right-click to see details about the space. Click Submit. By default, the building map shows the correct building selected when the HR task was created for the Opened for person. You can change how the building map appears by changing the location or the filters. Option Location Select a new location when the incorrect building is displayed. Filter Select the filter icon to show filters for the building map. Refer to Map filters All rights reserved. 204

205 Request new-hire provisioning with the HR ticket page As part of the onboarding process, you can make selections from the order guide to provide new hires with account access, software, and equipment, using the HR ticket page. From the HR Service Portal, scroll down and select equipment for the new hire. Click Submit. Lifecycle Events Dashboard The Lifecycle Events dashboard provides visibility to active life-cycle events and onboarding cases. There are two dashboards available: Lifecycle Event Cases View Onboarding Cases View Lifecycle Event Cases View The Lifecycle Event Cases View dashboard provides a list of all active life-cycle event or onboarding cases with the subject person, state, assigned to, and opened for information. You can drill into each case using this dashboard All rights reserved. 205

206 It also provides charts for active and overdue tasks. Onboarding Cases View The Onboarding Cases View dashboard provides a view into active onboarding cases with the following tabs: Employees that have started Employees starting this week Employees starting next week Employees starting later It also provides charts for active and overdue onboarding tasks. See. Performance Analytics and Reporting HR Performance Analytics Scoped HR Performance Analytics for the scoped version of measures key performance indicators to track HR performance over time. Activation information HR Performance Analytics Scoped requires a separate premium subscription to the Performance Analytics application, as well as activation of the following content pack: Performance Analytics - Content Pack - Human Resources Scoped App [com.sn_hr_pa] Contact your account manager for more information. View HR Performance Analytics Scoped HR Performance Analytics helps you align resources and systems to strategic objectives. Before HR performance analytics data can be viewed, your organization must purchase a subscription to Performance Analytics and an administrator activates the plugin. Role required: sn_hr_core.basic After HR Performance Analytics is activated, the collection job runs daily. Collected data is kept for 30 days. The data in performance analytics reports is collected based on a daily scheduled job, therefore, the date is one day in the past. Over time, more data is available for historical trending. The Performance Analytics dashboard displays the following reports. Volume of Open/Closed Cases by Category The line chart displays the trend of open and closed cases for each of the last four weeks. Click a point on a line to see open or closed cases for the duration. The Breakdowns tab displays the number of open or closed cases by category. Select Stacked bar from the choice list for the best data format. Active HR Cases per Week - by AVG The bar chart displays the average number of active cases by state for each of the last four weeks. It also displays the total number of cases for each week. The Breakdowns tab displays the aging All rights reserved. 206

207 buckets and the total number of cases in each bucket. Active HR Cases by State The trending chart displays a trend of the cases that moved to each HR case state during the past 30 days. The gray bar to the left of the Trend column represents the proportion of moved cases to the total number of cases. The Breakdowns tab displays aging buckets and the number of cases in each bucket for that date. Active HR Cases Managed by Agent - Weekly AVG The trending chart displays the number of cases that each agent was assigned to over the past four weeks. Active HR Cases SLA Indicator per Week- By AVG The bar chart displays the average number of cases that were in each aging bucket for each of the last four weeks. The Breakdown tab displays the agent and the number of cases on that date in the selected aging bucket. Select Column from the choice list for the best data format. Navigate to Performance Analytics Perform any of the following actions. Point your cursor to an element, such as a bar or pie segment, to see what the element represents. Click a segment to see more details about the element. Scroll up to view the information. The detail contains the following tabs, depending on the selected element. Chart: The detail of the element displayed in a chart. You can use the controls on the upper right to add or change comments, targets, and thresholds. Breakdowns: The breakdown of the buckets used in the report. Select a chart type from the choice list on the upper right to see the data in another format. Records: The records that comprise the element you selected. You can view the detail of each record. Scores: The number of records for each week in the report. Comments: Comments entered for this report. The tab is disabled unless comments exist. More info: A description of the logic that generates the report, how often the job runs, and when the data was last collected. If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. For more information about performance analytics and how to develop and modify widgets for your organization, see../../../use/performance-analytics/concept/c_performanceanalytics.dita. Content packs for HR Performance Analytics Scoped Content packs contain preconfigured best practice dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices. Note: You can activate Performance Analytics content packs and in-form analytics on instances that have not licensed Performance Analytics Premium to evaluate the functionality. However, to start collecting data you must license Performance Analytics Premium All rights reserved. 207

208 Content packs The Performance Analytics widgets on the dashboard visualize data over time, which allows you to analyze your business processes and identify areas of improvement. With content packs, you can get value from Performance Analytics for your application with minimal setup. Note: Content packs include some dashboards that are inactive by default. You can activate these dashboards to make them visible to end users according to your business needs. To enable the content pack plugin for HR Performance Analytics, an admin can navigate to System Definitions > Plugins and activate the Performance Analytics - Content Pack - Human Resources Scoped App plugin. Note: This content pack applies to the scoped Human Resources application and not the Human Resources application available in earlier releases. HR Integrations Scoped Scoped can be integrated with HR management systems such as Workday and other third-party HR services that use SOAP APIs. You can deploy one of the following HR integrations applications: HR Integrations on page 208 HR Integrations was introduced in. It provides a base integration for the Workday service that allows you to synchronize employee profile and leave of absence data. It also provides a flexible framework for integrating with other third-party HR services that use SOAP APIs. HR Workday Integration Scoped on page 225 HR Workday Integration is available for customers that activated it in an earlier version. (If you are using integrations for the first time, HR Workday Integration is not for you. Use the base Workday integration that comes with HR Integrations.) It synchronizes employee information between the scoped version of and the Workday service. HR Integrations You can integrate with HR management systems such as Workday and other thirdparty HR systems that use SOAP APIs with the assistance of the HR Integrations tool. Integrate with the base Workday integration The HR Integrations tool provides a base Workday integration that allows you to synchronize employee profile and leave of absence data between and the Workday service. Configured for version 21, you can use or further customize the base integration. Integration is a four-part process: Provide source credentials for Workday on page All rights reserved. 208

209 Configure inbound integration for Workday on page 213 Configure outbound integration for Workday on page 219 Configure integrations job for Workday on page 223 By default, the following data is pulled from the Workday service: Departments Locations Job profiles Worker profiles Effective worker profiles Future worker profiles By default, the following data is pushed to the Workday service: Change legal name Maintain contact information Leave of absence Integrate with other third-party HR services You can use the base integration as a framework to integrate with other third-party HR systems that use SOAP APIs. Activation information The HR Integrations tool should automatically activate when you activate Case and Knowledge Management. If it does not, you can manually Activate HR Integrations on page 209. Activate HR Integrations You can activate Human Resources Scoped App: Integrations [com.sn_hr_integrations] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Scoped App: Integrations allows you to integrate with third-party HR services. Navigate to System Definition > Plugins. Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin). Optional: If available, select the Load demo data check box. Some plugins include demo data Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance All rights reserved. 209

210 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Installed with HR Integrations Several types of components are installed with HR Integrations. Tables installed with HR Integrations HR Integrations adds the following tables. Table HR Integrations Department Staging Staging table for departments. [sn_hr_integrations_dept_staging] HR Integrations External Interface Table for HR external interfaces. [sn_hr_integrations_external_interface] HR Integrations Job Profile Staging table for job profiles. [sn_hr_integrations_job_profile] HR Integrations Job Tracker Table for job trackers. [sn_hr_integrations_job_tracker] Leave Types Table for leave types. [sn_hr_integrations_leave_type] HR Integrations Location Staging Staging table for locations. [sn_hr_integrations_loc_staging] HR Integrations Outbound Schema Mapping Table for HR outbound schema mappings. [sn_hr_integrations_outbound_schema_mapping] HR Integrations Outbound Service Table for HR integration outbound services. [sn_hr_integrations_outbound_service] HR Integrations Schema Mapping Table for HR schema mappings. [sn_hr_integrations_schema_mapping] HR Integrations Service Table for HR integration services. [sn_hr_integrations_service] HR Integrations Service Job Tracker Table for service job trackers. [sn_hr_integrations_service_job_tracker] HR Integrations Service Mapping Table for HR service mappings. [sn_hr_integrations_service_mapping] HR Integrations Source Table for sources. [sn_hr_integrations_source] All rights reserved. 210

211 Table HR Integrations Source Properties Table for source properties. [sn_hr_integrations_source_properties] HR Integrations Staging Core HR integrations staging table. [sn_hr_integrations_staging] Note: All HR integrations staging tables should be an extension of this core table. HR Integrations Worker Profile [sn_hr_integrations_worker_profile] Staging table for worker profiles, effective worker profiles, and future worker profiles. Roles installed with HR Integrations HR Integrations adds the following roles. Role title [name] Contains roles HR integrations administrator Can access and configure the HR Integrations application. sn_hr_integrations.user Can access and read data in the HR Integrations application. None [sn_hr_integrations.admin] HR integrations user [sn_hr_integrations.user] Script includes installed with HR Integrations HR Integrations adds the following script includes. Script include hr_integrations_coe_config HRIntegrationsWorkerTransformHelper HRIntegrationsWorkdayPushContactHelper HRIntegrationsWorkdayDataRetriever HRIntegrationsTransformer HRIntegrationsSyncHandler HRIntegrationsOutboundHelper HRIntegrationsHelper HRIntegrationsFutureWorkerTransformHelper HRIntegrationsDeptTransformHelper hrintegrationsdataretrieverfactory hrintegrations HRIntegrationDataRetriever Client scripts installed with HR Integrations HR Integrations adds the following client scripts All rights reserved. 211

212 Client script Table Hide LOA section HR Total Rewards Case [sn_hr_core_case_total_rewards] Business rules for HR Integrations HR Integrations adds the following business rules. Business rule Table Push Data Synchronously HR Integrations External Interface [sn_hr_integrations_external_interface] Push Request LOA to External Interface HR Total Rewards Case Push to Ext Interface on Contact Change HR Profile Push to Ext Interface on Contact Change User Push to Ext Interface on Name Change User Send Notification on Job Complete HR Integrations Job Tracker Set Import Set Asynchronous HR Integrations Staging [sn_hr_core_case_total_rewards] [sn_hr_core_profile] [sys_user] [sys_user] [sn_hr_integrations_job_tracker] [sn_hr_integrations_staging] Provide source credentials for Workday You need to provide the source credentials for the Workday service so that it can be accessed for integration. Create a user account with the Workday service that has administrative privileges. You will need to provide: Endpoint URL Inbound user name and password Outbound user name and password Role required: sn_hr_integrations.admin Navigate to HR Integrations > Sources. Click New or open a record. Fill in the fields on the form All rights reserved. 212

213 Table 45: HR Integrations Source form 5. Field Name Name of the third-party HR service. Endpoint URL Instance URL of the third-party HR service. Inbound Username User name for inbound data pull. Inbound Password Password for inbound user name. Active Check box to activate the HR integrations source. Only active HR integrations sources are available to use. Version Version of the third-party HR service. Outbound Username User name for outbound data push. Outbound Password Password for outbound user name. Click Save. The HR integrations source properties related list displays. Note: The source properties can be turned on or off when scheduling the integrations job or performing dry runs and debugs. sn_hr_integrations.debug sn_hr_integrations.dryrun sn_hr_integrations.enable_auto_update sn_hr_integrations.enable_push sn_hr_integrations.future.lookahead Configure the inbound and/or outbound integration. Configure inbound integration for Workday Pulling data from the Workday service requires verification and/or configuration of the HR integration services, web services, service mapping, schema mapping, and transform maps. Verify base inbound integration for Workday. If needed, create or modify HR integration services. If needed, create or modify HR web services for inbound If needed, create or modify HR service mapping for inbound. If needed, create or modify HR schema mapping. If needed, create or modify HR transform maps. Verify base inbound integration for Workday The base inbound integration for Workday is configured for version 21 and allows you to pull employee profile data (departments, locations, job profiles, worker profiles, effective worker profiles, and future worker profiles) from the Workday service. You can verify the base settings and determine whether they meet your needs or if further customization is required. Role required: sn_hr_integrations.admin Verify the base HR integration services All rights reserved. 213

214 a) Navigate to HR Integrations > HR Integration Service. b) In the HR Integrations Services list, verify that the base HR integration services for Workday are correctly mapped to their staging tables. Table 46: HR integration services and staging tables Departments sn_hr_integrations_dept_staging Locations sn_hr_integrations_loc_staging Job Profiles sn_hr_integrations_job_profile Worker Profiles sn_hr_integrations_worker_profile Effective Worker Profiles sn_hr_integrations_worker_profile Future Worker Profiles sn_hr_integrations_worker_profile a) Navigate to HR Integrations > HR Webservices. b) In the SOAP Messages list, verify that the base SOAP messages and functions for Workday are correctly configured. Verify the base HR service mapping. a) Navigate to HR Integrations > HR Service Mapping. In the HR Integrations Service Mapping list, verify that the service mapping for each Workday record for the inbound integration is correct. Hover over the information icon next to each record. Workday - Departments Workday - Effective Worker Profiles Workday - Future Worker Profiles Workday - Job Profiles Workday - Locations Workday - Worker Profiles Verify the base HR schema mapping. a) Navigate to HR Integrations > HR Schema Mapping. b) 5. Staging table Verify the base HR web services. b) HR integration service In the HR Integrations Schema Mapping list, verify that the schema mapping for each Workday record is correct. Hover over the information icon for each record. Verify the base HR transform maps. a) Navigate to HR Integrations > HR Transform Maps. b) In the Table Transform Maps list, verify that the staging tables are correctly mapped to their target tables All rights reserved. 214

215 Table 47: Staging and target tables Staging table Target table HR Integrations Department Staging [sn_hr_integrations_dept_staging] Department [cmn_department] HR Integrations Job Profile [sn_hr_integrations_job_profile] Job Profile [sn_hr_core_job_profile] HR Integrations Worker Profile [sn_hr_integrations_worker_profile] HR Profile [sn_hr_core_profile] HR Integrations Location Staging [sn_hr_integrations_loc_staging] Location [cmn_location] If you need to further customize the inbound integration, create or modify the appropriate settings. Otherwise, configure the outbound integration. Create or modify HR integration services for Workday For HR integration services, define the inbound service and map it to the appropriate staging table that data from the Workday service is pulled to. To create a new staging table, see Create a table. Ensure that the staging table is an extension of the core HR integrations staging table [sn_hr_integrations_staging]. Role required: sn_hr_integrations.admin Navigate to HR Integrations > HR Integration Service. Click New or open a record. Fill in the fields on the form. Table 48: HR Integrations Service form Field Name Name of the HR integration service. Staging Table Name of the staging table that data from the third-party HR service will be pulled to. Note: The staging table must be an extension of the core HR integrations staging table [sn_hr_integrations_staging]. Active Check box to activate the HR integration service. Only active HR integration services are available to use. Order Order number for when data is pulled. Lower numbered data is pulled before higher numbered data. Click Submit or Update All rights reserved. 215

216 To further customize the inbound integration, create or modify the appropriate settings. Otherwise, configure the outbound integration. Create or modify inbound HR web services for Workday If you need to create or modify any HR web services for the inbound integration, you can define the SOAP message and/or functions. Role required: sn_hr_integrations.admin Navigate to HR Integrations > HR Webservices. Click New or open a record. Fill in the fields on the form. Table 49: SOAP Message form Field Name Name of the HR web service. WSDL URL for the Web Service Language (WSDL) that describes the table schema and available operations. Download WSDL Check box to indicate that the WSDL can be downloaded. If checked, provide the URL in the WSDL field. If unchecked, provide the XML in the WSDL XML field. Use mutual authentication Check box to indicate that mutual authentication is being used. If checked, select a protocol profile. Application Name of the application using the HR web service. Accessible from Scope the application is accessible from. Authentication type Type of authentication: none or basic. If basic, provide a basic auth profile. of the HR web service. WSDL XML XML for the Web Service Language (WSDL) that describes the table schema and available operations. Click Submit or Update. If you need to further customize the inbound integration, create or modify the appropriate settings. Otherwise, configure the outbound integration. Create or modify inbound HR service mapping for Workday If you need to create or modify any HR service mappings for the inbound integration, you can define the service mapping to map the HR integration service to the appropriate web service (SOAP message and function). Role required: sn_hr_integrations.admin Navigate to HR Integrations > HR Service Mapping. Click New or open a record. Fill in the fields on the form All rights reserved. 216

217 Table 50: HR Integrations Service Mapping form Field Name Name of the HR service mapping. HR external source Name of the third-party HR service. HR service Name of the HR service (if applicable). HR integration service Name of the HR integration service (if applicable). HR integration outbound service Name of the HR integration outbound service (if applicable). Active Check box to activate the HR integrations service mapping. Only active service mappings are available to use. Outbound service Name of the web service, e.g., the SOAP message service used for end-user connection. Outbound service function Name of the web service function, e.g., the SOAP message function defining what information should be pulled from or pushed to the third-party HR service. Outbound service function all Name of the web service function, e.g., the SOAP message function defining what information should be pulled from or pushed to the third-party HR service (if applicable). Response root key Response total results key Response total pages key Response page results key Response current page key Click Submit or Update. If you need to further customize the inbound integration, create or modify the appropriate settings. Otherwise, configure the outbound integration. Create or modify HR schema mapping for Workday If you need to create or modify any HR schema mappings for the inbound integration, you can define the schema mapping to map data from the Workday service to the appropriate fields in the staging tables. Role required: sn_hr_integrations.admin Navigate to HR Integrations > HR Schema Mapping. Click New or open a record. Fill in the fields on the form All rights reserved. 217

218 Table 51: HR Integrations Schema Mapping form 5. Field Source Name of the third-party HR service. Staging Table Name of the staging table that the data from the third-party HR service is pulled to. Staging table column Name of the column in the staging table that the data from the third-party HR service is pulled to. Service mapping Name of the HR service mapping. Type Value type of the column: XPath (variable) or constant. External Entity Column Key If XPath, the name of the variable. Click Submit or Update. In the HR Integrations Schema Mapping list, locate the record, double-click the Mandatory field, and provide a value of true or false. If true, then the field value cannot be null. If the value is null, then the record it originates from will be ignored and not placed into the staging table. If false (default), then any field value is accepted. If you need to further customize the inbound integration, create or modify the appropriate settings. Otherwise, configure the outbound integration. Create or modify HR transform maps for Workday If you need to create or modify any HR transform maps, you can define the transform map to map the staging table to the appropriate target table. Role required: sn_hr_integrations.admin Navigate to HR Integrations > HR Transform Maps. Click New or open a record. Fill in the fields on the form. Table 52: Table Transform Map form Field Name Name of the transform map. Source table Name of the staging table. Active Check box to activate the transform map. Only active transform maps are available to use. Run business rules Check box to run business rules. Enforce mandatory fields Enforcement type: no mandatory fields, only mapped fields, or all fields. Copy empty fields Check box to copy empty fields All rights reserved. 218

219 Field Application Name of the application using the transform map. Created Date of creation. Target table Name of the target table. Order Order number for when transform maps are applied. Lower numbered transform maps are applied before higher numbered transform maps. Run script Check box to run script. If checked, provide the script. Click Submit or Update. If you need to further customize the inbound integration, create or modify the appropriate settings. Otherwise, configure the outbound integration. Configure outbound integration for Workday Pushing data to the Workday service requires verification and/or configuration of the HR integration outbound services, web services, service mapping, and outbound schema mapping. 5. Verify base outbound integration for Workday. If needed, create or modify HR integration outbound services. If needed, create or modify HR web services for outbound. If needed, create or modify HR service mapping for outbound. If needed, create or modify HR outbound schema mapping. Verify base outbound integration for Workday The base outbound integration for Workday is configured for version 21 and allows you to push employee profile (change legal name and maintain contact information) and leave of absence data to the Workday service. You can verify the base settings and determine whether they meet your needs or if further customization is required. Role required: sn_hr_integrations.admin Verify the base HR integration outbound services. a) Navigate to HR Integrations > HR Integration Outbound Service. b) In the HR Integrations Outbound Services list, verify that the base HR integration outbound services for Workday are correctly mapped to their source tables. Table 53: HR integration outbound services and source tables HR integration outbound service Source table Change Legal Name sn_hr_core_profile Maintain Contact Information sn_hr_core_profile Verify the base HR web services. a) Navigate to HR Integrations > HR Webservices All rights reserved. 219

220 b) In the SOAP Messages list, verify that the base SOAP messages and functions for Workday are correctly configured. Verify the base HR service mapping. a) Navigate to HR Integrations > HR Service Mapping. b) In the HR Integrations Service Mapping list, verify that the service mapping for each Workday record for the outbound integration is correct. Hover over the information icon next to each record. Workday - Leave of Absence Workday - Change Legal Name Workday - Maintain Contact Information Verify the base HR outbound schema mapping. a) Navigate to HR Integrations > HR Outbound Schema Mapping. b) In the HR Integrations Outbound Schema Mapping list, verify that the outbound schema mapping for each Workday record is correct. Hover over the information icon for each record. If you need to further customize the outbound integration, create or modify the appropriate settings. Otherwise, configure the integrations job. Create or modify HR integration outbound services for Workday If you need to create or modify any HR integration outbound services, you can define the outbound service and map it to the appropriate source table that data will be pushed from. Role required: sn_hr_integrations.admin Navigate to HR Integrations > HR Integration Outbound Service. Click New or open a record. Fill in the fields on the form. Table 54: HR Integrations Outbound Service form Field Active Check box to activate the HR integration outbound service. Only active HR integration outbound services are available to use. Name Name of the HR integration outbound service. Source Table Name of the source table that data will be pushed from. Click Submit or Update. If you need to further customize the outbound integration, create or modify the appropriate settings. Otherwise, configure the integrations job. Create or modify outbound HR web services for Workday If you need to create or modify any HR web services for the outbound integration, you can define the SOAP message and/or functions. Role required: sn_hr_integrations.admin Navigate to HR Integrations > HR Webservices All rights reserved. 220

221 Click New or open a record. Fill in the fields on the form. Table 55: SOAP Message form Field Name Name of the HR web service. WSDL URL for the Web Service Language (WSDL) that describes the table schema and available operations. Download WSDL Check box to indicate that the WSDL can be downloaded. If checked, provide the URL in the WSDL field. If unchecked, provide the XML in the WSDL XML field. Use mutual authentication Check box to indicate that mutual authentication is being used. If checked, select a protocol profile. Application Name of the application using the HR web service. Accessible from Scope the application is accessible from. Authentication type Type of authentication: none or basic. If basic, provide a basic auth profile. of the HR web service. WSDL XML XML for the Web Service Language (WSDL) that describes the table schema and available operations. Click Submit or Update. If you need to further customize the outbound integration, create or modify the appropriate settings. Otherwise, configure the integrations job. Create or modify outbound HR service mapping for Workday If you need to create or modify any HR service mappings for the outbound integration, you can define the service mapping to map the HR integration outbound service or HR service to the appropriate web service (SOAP message and function). Role required: sn_hr_integrations.admin Navigate to HR Integrations > HR Service Mapping. Click New or open a record. Fill in the fields on the form. Table 56: HR Integrations Service Mapping form Field Name Name of the HR service mapping. HR external source Name of the third-party HR service. HR service Name of the HR service (if applicable) All rights reserved. 221

222 Field HR integration service Name of the HR integration service (if applicable). HR integration outbound service Name of the HR integration outbound service (if applicable). Active Check box to activate the HR integrations service mapping. Only active service mappings are available to use. Outbound service Name of the web service, e.g., the SOAP message service used for end-user connection. Outbound service function Name of the web service function, e.g., the SOAP message function defining what information should be pulled from or pushed to the third-party HR service. Outbound service function all Name of the web service function, e.g., the SOAP message function defining what information should be pulled from or pushed to the third-party HR service (if applicable). Response root key Response total results key Response total pages key Response page results key Response current page key Click Submit or Update. If you need to further customize the outbound integration, create or modify the appropriate settings. Otherwise, configure the integrations job. Create or modify HR outbound schema mapping for Workday If you need to create or modify any HR schema mappings for the outbound integration, you can define the outbound schema mapping to map data from the source tables to the appropriate target fields in the Workday service. Role required: sn_hr_integrations.admin Navigate to HR Integrations > HR Outbound Schema Mapping. Click New or open a record. Fill in the fields on the form. Table 57: HR Integrations Outbound Schema Mapping form Field Service mapping Name of the HR service mapping. Source table Name of the source table that data is pushed from All rights reserved. 222

223 Field Source table column Name of the column in the source table that data is pushed from. Target column Name of the target column in the third-party HR service. Mandatory Check box to indicate that the data is mandatory for integration. Use source script Check box to indicate that source script is being used. If checked, provide the source script. Click Submit or Update. If you need to further customize the outbound integration, create or modify the appropriate settings. Otherwise, configure the integrations job. Configure integrations job for Workday After you have configured the integration, you can schedule and run the integrations job. For the outbound integration, you can view data that is scheduled for push to Workday. You can also perform dry runs for validation and debugging. Schedule integrations job for Workday You can schedule the integrations job to run on a daily, weekly, monthly, periodically, once, or on demand basis. Make sure the source properties are set as follows: Table 58: HR integrations source properties for Workday Source properties Value sn_hr_integrations.debug false sn_hr_integrations.dryrun false sn_hr_integrations.enable_auto_update true sn_hr_integrations.enable_push true Role required: sn_hr_integrations.admin Navigate to HR Integrations > Import Schedule. Click New or open a record. Fill in the fields on the form. Note: For jobs that will run on a scheduled (daily, weekly, or monthly) basis, make sure the Active field is checked so that the integrations job is activated. Table 59: Schedule Script Execution form Field Name Name of the integrations job All rights reserved. 223

224 Field Active Check box to activate the integrations job. Note: For jobs that will run on a scheduled basis, make sure the box is checked so that the integrations job is activated. Run schedule: daily, weekly, monthly, periodically, once, or on demand. Application Name of the application using the integrations job. Conditional Check box to indicate if conditional. If checked, provide the condition. Run this script Script to run. Schedule and/or run the integrations job. Run To schedule the integrations job, click Submit or Update. The integration will run according to the schedule. To run the integrations job, click Execute Now. The integration will begin immediately. To track jobs that are currently running, completed, or failed, navigate to HR Integrations > Job Tracker. For the outbound integration, to view data that is scheduled for push to Workday, navigate to HR Integrations > HR External Interface. Perform dry runs for Workday You can perform dry runs to validate the integration data for Workday, as well as troubleshoot and debug on an as-needed basis. Make sure the source properties are set as follows Table 60: HR integrations source properties for Workday Source properties Value sn_hr_integrations.debug true sn_hr_integrations.dryrun true sn_hr_integrations.enable_auto_update false sn_hr_integrations.enable_push false Role required: sn_hr_integrations.admin Navigate to HR Integrations > Import Schedule. Click New or open a record. Fill in the fields on the form, making sure the Active field is unchecked for the dry run All rights reserved. 224

225 Table 61: Schedule Script Execution form Field Name Name of the integrations job. Active Check box to activate the integrations job. Note: Make sure the box is unchecked for the dry run. Run Run schedule: daily, weekly, monthly, periodically, once, or on demand. Application Name of the application using the integrations job. Conditional Check box to indicate if conditional. If checked, provide the condition. Run this script Script to run. Click Execute Now. To view the logs, navigate to HR Integrations > Logs. HR Workday Integration Scoped HR Workday Integration Scoped synchronizes employee profile information between the scoped version of and Workday. This plugin is intended only for customers that activated it in a previous version. New users should use the base Workday integration that comes with the HR Integrations tool. How Workday integration works You need a Workday account with administrative privileges to configure the Workday integration. The instance supports Workday API version 2 Note: The base system supports Workday 2 Other versions should be tested in your development environment before attempting to use in your production environment. Workday is the primary source of all employee data. After employee information is entered into Workday and integration on the instance is enabled, SOAP web services are used to pull data from Workday on a schedule. The data is then populated in the HR Profile [sn_hr_core_profile], user [sys_user], Job Profiles [hr_job_profile], Department [cmn_department], and Location [cmn_location] tables. The data taken from Workday is contained in the Worker object. By default, the integration pulls the following data from the Worker object. Employee information, such as user name, first and last name, and addresses Location Department Job profile All rights reserved. 225

226 In the Workday integration transform maps, view the information pulled from the Workday record and the corresponding fields that are populated in the HR profile. For each Workday transform map, the source and target tables are listed and you can view the scripts that are run. When the integration script is processed, all HR profiles are created and activated, even if all data is not present. If a mandatory field is not populated during the import, it must be filled in the next time the record is updated. The integration also supports automatic record updates based on future dates for events such as employee onboarding, offboarding, transfers, or promotions. After you add information in Workday for a new employee, the instance retrieves the employee data at the scheduled pull and creates the user and HR records. But, it does not activate the records until the onboard date. Offboarding works in a similar manner. When a termination date is set for an employee in Workday, the system automatically inactivates the user profile and HR record on the day after the termination date. Synchronizing HR profile information with Workday Workday integration can synchronize, or push, updates to specific fields that are made in the HR profile. The push runs after the updated information is pulled from Workday. The fields that are pushed include first names, middle names, last names, address, phone numbers (up to 4), addresses (work and personal), and prefixes. This synchronization helps maintain the status of contingent workers, such as contractors or temporary employees. This status is defined in an employee Workday record, and is maintained based on the employee type assigned in the HR profile. If the status of a contingent worker changes in Workday, for example, changed to permanent status, the HR profile is updated the next time the integration script runs. If you have defined custom contingent employment types in Workday, you must add them to the workday script include as shown. The contingent employment types listed are what Workday provides as a default. // Contingent Worker Employment Type workday.contingent_employment_type=['consultant','contractor','vendor']; Set up HR Workday Integration Scoped You must subscribe to the scoped version of the Workday integration, and then configure it to synchronize employee profile information. The following topics provide the steps to activate and set up the Workday integration. Perform them in the order listed. Activate HR Workday Integration Scoped You can activate Human Resources Scoped App: Workday Integration [com.sn_hr_wday] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. Role required: admin Human Resources Scoped App: Workday Integration provides two-way integration with the Workday solution for your organization. It activates these related plugins if they are not already active All rights reserved. 226

227 Table 62: Plugins for Human Resources Scoped App: Workday Integration Plugin Human Resources Scoped App: Core Provides basic HR features. [com.sn_hr_core] Navigate to System Definition > Plugins. Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin). Optional: If available, select the Load demo data check box. Some plugins include demo data Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Installed with HR Workday Integration Scoped Several types of components are installed with HR Workday Integration Scoped. Tables installed with HR Workday Integration Scoped HR Workday Integration adds the following tables. Table Workday HR CMN Department Interface Workday interface table for departments. [sn_hr_wday_hr_cmn_department_int] Workday HR CMN Location Interface Workday interface table for location. [sn_hr_wday_hr_cmn_location_int] Workday HR Job Profile Job profile data (code, level, position). [sn_hr_wday_hr_job_profile] Workday HR Job Profile Interface Workday interface table for job profile. [sn_hr_wday_hr_job_profile_int] Workday Data Import Workday interface for worker data. [sn_hr_wday_workday_data_import] Workday ID Cross Reference Maps Workday and SN primary keys. [sn_hr_wday_workday_id_cross_reference] All rights reserved. 227

228 Table HR Workday Job Tracker Tracks the workday sync jobs. When a run starts, a record is inserted in this table and updated at the end of the sync. The update includes the last run date and time and sync end date and time. [sn_hr_wday_job_tracker] Script includes installed with HR Workday Integration Scoped Workday integration adds the following script includes. Script include workday The constants used by all the Workday integration scripts. workday_abstractwrapper The abstract wrapper used to wrap scripts related to the Workday integration. workday_basefactory The base class providing wrappers for HR objects. workday_base_data_retriever The wrapper class for main data retrieval script. workday_contact_loader The script to push contact data to Workday. workday_data_loader The wrapper class for the main data loader script. workday_department_retriever The data retrieval script that obtains department information from Workday. workday_department_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for departments. workday_factory The customizable class providing the correct Workday script wrapper type. Modify this class when adding wrapper implementations. workday_future_retriever The data retrieval script that obtains both onboarding and offboarding events from Workday. For example, if an employee is in the Workday system but is not active until a certain date, this retriever creates the user in the instance. The workday_worker_retriever script is what actually changes the employee to active when it runs. workday_job_profile_retriever The script to retrieve all job profiles. workday_job_profile_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for job profiles. workday_location_retriever The data retrieval script that obtains locations from Workday All rights reserved. 228

229 Script include workday_location_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for locations. workday_name_change The script to push name data to Workday. workday_sync The Workday data retriever. workday_worker_retriever The data retrieval script that obtains updated and effective changes related to workers. You can create a custom version of this script to get different information from Workday. workday_worker_xpath_map The map with references to the import set table column names and the corresponding XPath in the SOAP response XML schema for workers. User roles installed with HR Workday Integration Scoped Workday integration adds the following role. Role title [name] Contains roles Workday administrator Can edit workday integration properties. none [workday_integration_role] Scheduled jobs installed with HR Workday Integration Scoped Workday integration adds the following scheduled job. Scheduled job workday sync The schedule that the application follows to import data from Workday. By default, the schedule is set to run the import every day at midnight. Web services installed with HR Workday Integration Scoped Workday integration adds the following web service functions in Workday Web Service. Function Workday_Template Creates a SOAP envelope for the push request. Get_All_Departments Retrieves all worker information from the Worker object. Get_All_Job_Profiles Retrieves all job profiles from the Worker object. Get_All_Locations Retrieves all locations in your organization. Get_All_Workers Retrieves all worker information from the Worker object. Get_Effective_Workers Retrieves all effective worker information from the Worker object, including events that take place on a future date (the effective date) All rights reserved. 229

230 Function Get_Server_Timestamp Retrieves the timestamp from the server. Get_Updated_Workers Gets only updated information for workers. Get_Updated_Future_Workers Gets only updated information for onboarding workers. Transform maps installed with HR Workday Integration Scoped Workday integration adds the following transform maps. Transform map Workday_Data_Transform Defines the field relationships between fields for the Workday DS [workday_data_import] source table and the HR Profile [hr_profile] target table. Workday_Department_Transform Defines the field relationships between fields for the HR Department interface [hr_cmn_department_int] source table and the Department [cmn_department] target table. Workday_Job_Profiles_Transform Defines the field relationships between fields for the Job Profiles interface [hr_job_profile_int] source table and the HR Job Profiles [hr_job_profile] target table. Workday_Locations_Transform Defines the field relationships between fields for the HR Locations interface [hr_cmn_location_int] source table and the Location [cmn_location] target table. Create integration system users in Workday for scoped HR Configure two system user accounts in Workday for integration with the scoped version of HR. One account is used for inbound integration, and the other is used for outbound integration. Log in to Workday with the account that provides administrative privileges. Create the users and add them to a group by completing the following steps. a) Search for and open the Create Integration System User task. b) Configure and save two integration system users. c) Search for and open the Create Security Group task. d) In the Type of Tenanted Security Group field, choose Integration System Security Group (Unconstrained). e) Enter a group name and click OK. f) Select the users you created from the Integration System Users choice list and click OK, and then click Done. Add the integration security group to domains by completing the following steps. a) Search for domain: manage org and open the Manage: Organization Integration domain. b) Click the ellipsis (...) next to Manage Organization Information. c) In the window that opens, point to Domain and select Edit Security Policy Permissions. d) Under Integration Permissions, add the security group that you created and click OK All rights reserved. 230

231 e) 5. Repeat the previous steps to add the security group to the following domains: domain: Worker Data: public worker reports domain: Worker Data: Current Staffing Information domain: Worker Data: gender domain: Worker Data: Contingent Worker Assignment Details domain: Worker Data: Personal Data domain: Worker Data: Worker ID domain: Worker Data: Home Contact Information domain: Manage: Location domain: Manage: Organization Integration domain: Organization: Cost Center domain: Job Information Add the group to the business processes Contact Change and Name Change by completing the following steps. a) Search for contact change and click the ellipsis (...) next to Contact Change (Default Definition). b) In the window that opens, point to Business Process Policy and select Edit. c) Under Web Service Request, add the security group that you created and click OK. d) Repeat the previous steps to add the security group to Name Change. Activate Pending Security Policy Changes by completing the following steps. a) Search for activate. b) Click Activate Pending Security Policy Changes. c) Enter a comment and click OK. Configure Workday integration properties in scoped HR After you set up the system user accounts in Workday, configure the integration properties on your instance, in the scoped version of HR. Role required: admin Navigate to Integration-Workday > Workday Properties. Set the configuration options. Table 63: Workday integration properties Properties Auto create system users for imported employees Select this option to create user records in the User [sys_user] table when Workday users are not found in the instance user records. Push HR profile changes to Workday. Select this option to push changes made to contact information in the HR profile to update associated records in Workday All rights reserved. 231

232 Properties Auto update the contact information and name change by turning off the Workday business process. Select this option to allow the HR profile updates to skip the Workday business process and directly update the Workday record. Enable the debug log Select this option to print information to the system log. If checked then the transform runs without any data being persisted Select this option to run an import set transform before user data is written to the hr_profile table. You can view the results of the transform. When you are certain that the data import from Workday is correct, clear this option so the HR tables can be updated. Workday Endpoint URL Enter the Workday web service URL. Include v21 in the wsdl portion of the URL. For example: (tenant_name)/human_resources/v21/? wsdl If you do not know your endpoint URL, contact Workday, or, if you have access to the Workday community, see Getting Started documentation for more information (requires login). Workday Integration Outbound User user name Enter the outbound integration user name you configured in Workday. after the user name. Workday outbound password Enter the corresponding password for the outbound Workday user. Workday Integration Inbound User user name Enter the inbound integration user name you configured in Workday. after the user name. Workday inbound password Enter the corresponding password for the inbound Workday user All rights reserved. 232

233 Properties Number of days to look ahead for getting onboarding and offboarding events Enter the number of days that the application looks ahead for an upcoming event in Workday to determine when to create or modify an HR profile record. The default is 28 days. For example: You create a record in Workday for an employee starting in 30 days You keep the default setting of 28 days The user and HR profile records are created in two days and automatically set to Active when the employee comes on board. Click Save. Configure a scheduled script to run the import in scoped HR The Workday integration for the scoped version of HR provides a scheduled script to run the data import. If it is not available on your instance, create one with this configuration. Role required: admin Navigate to Integration-Workday > Import Schedule. Click New. Complete the form with these values. Field Value Name Enter a descriptive name for the web service, such as workday sync. Active Select this check box to activate the web service for use. Run Select how often the scheduled script extension runs. Retrieve employee data as often as it is typically updated in Workday. Time or Day Select the time of day or the specific day of the week that the script runs. Conditional Leave this check box unselected. Run this script Enter the following script to execute: workday_factory.wrap("workday_sync").exec(); Click Submit. Customize the data retrieval script include in scoped HR You can modify the default script includes to get additional data from Workday, in the scoped version of HR All rights reserved. 233

234 Role required: admin Navigate to Integration-Workday > Script Includes. Open the workday_factory script. Modify the script as necessary. Use any of the following examples. The following customization of the workday_factory script calls the newly created cust_workday_worker_retriever class. workday_factory.getwrappertype=function(scriptname){ var overridenwrappertype = workday_factory.registeredclassesinternal[scriptname]; if(overridenwrappertype){ return overridenwrappertype; }else{ switch(scriptname +""){ case workday.worker_retriever: return cust_workday_worker_retriever;// This is the name of the new script include that extends workday_worker_retriever; default: return workday_basefactory.getwrappertype(scriptname); } } }; The following example is a customized version of the worker_retriever script named cust_workday_worker_retriever. In this example, the createuser function and the getusername functions are customized. The createuser function sets the company value to a specific sys_id. The getusername function returns a trimmed version of the source user name. The first name and the last name with a period (.) between them, such as john.doe displays. var cust_workday_worker_retriever =Class.create(); cust_workday_worker_retriever.prototype= Object.extendsObject(workday_worker_retriever,{ createuser:function(source, username){var destrec = workday_worker_retriever.prototype.createuser.call(this, source, username); if(destrec){ destrec.setvalue('company','92f199bd0a0a3cba010e1fcc114bf137'); return destrec;}}, getusername:function(source){return source.u_wd_pref_first_name.trim()+'.'+ source.u_wd_pref_last_name.trim();}, type:"cust_workday_worker_retriever" Add information to the HR profile table in scoped HR The Worker object from which you obtain employee data provides additional information that you can save to the HR Profile table, in the scoped version of HR. Role required: admin Modify the integration table and transaction table: a) Navigate to System Definition > Tables All rights reserved. 234

235 b) Use the system dictionary to add a column in both the appropriate integration table and the transactional table in the instance. For example, to add employee data such as Seniority Date, add a column in both the Workday DS [sn_hr_wday_data_import] table and the HR Profile [sn_hr_core_profile] table. Modify the XPATH script include: a) Navigate to Integration - Workday > Script Includes and open the appropriate XPATH map script include. For example, if you are adding employee data to the HR Profile table, open workday_worker_xpath_map. b) Add the Workday information item you want to import. For example, to add worker nationality: coltoxpathmap.wd_nationality = "wd:worker_data/wd:personal_data/ wd:citizenship_status_reference/wd:id[@wd:type='citizenship_status_code' Some of the additional information that you want to import is already in the script includes, but is commented out. You can remove the comment marks to import the information. Modify the transform map: a) Navigate to Integration - Workday > Transform Maps and open the appropriate transform map, such as Workday_Data_Transform. b) In the Field Maps related list, click New. c) In the Source field, select the field you created in the integration table. d) In the Target field, select the field you created in the instance transactional table, such as the HR Profile table. e) Click Submit. Modify the import schedule in scoped HR You can modify the import schedule, or run on-demand imports from the import script, in the scoped version of HR. Role required: admin Navigate to Integration- Workday > Import Schedule. Open workday_sync. Change the Run value to the frequency you want and modify the Time that the import script runs. To deactivate the script and pause the data import, clear the Active check box. To run the script on demand, click Execute Now. When you are finished modifying the schedule, click Update. Non-Scoped Welcome to the non-scoped version of. This version is only available for customers that went live with HR in Helsinki or earlier. Beginning with Istanbul, new features and functionality are no longer supported and require migration to the scoped version of HR All rights reserved. 235

236 You will deploy: HR Service Management Non-Scoped on page 236 HR Service Management allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests. You can also deploy: HR Service Portal Non-Scoped on page 344 HR Service Portal provides a single place for employees to quickly and easily get all the HR services they need. You can also deploy any of the following supporting applications: HR Performance Analytics Non-Scoped on page 385 measures key performance indicators to track HR performance over time. It requires a separate premium subscription to the Performance Analytics application. HR Workday Integration Non-Scoped on page 386 synchronizes employee profile information between the non-scoped version of and Workday. HR Service Management Non-Scoped The HR Service Management application allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests in the non-scoped version of HR. Explore Set up Administer Understanding HR Service Management Non-Scoped on page 251 HR Service Portal NonScoped on page 344 Activate HR Service Management Non-Scoped on page 236 HR Administration for nonscoped HR on page 270 Use Develop Integrate HR Case Management for non-scoped HR on page 317 Developer training Developer documentation Installed with HR Service Management Non-Scoped on page 237 Migrate Troubleshoot and get help Migration from Non-Scoped to Scoped HR on page 396 HR Performance Analytics Non-Scoped on page 385 HR Workday Integration NonScoped on page 386 Ask or answer questions in the Human Resources community Search the HI Knowledge Base for known error articles Contact Support Activate HR Service Management Non-Scoped You can activate Human Resources Application: Core [com.snc.hrc.core] for the non-scoped version of HR if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active All rights reserved. 236

237 Role required: admin Human Resources Application: Core provides basic HR features. Navigate to System Definition > Plugins. Find and click the plugin name. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. If the plugin depends on other plugins, these plugins are listed along with their activation status. If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin). Optional: If available, select the Load demo data check box. Some plugins include demo data Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance. 5. You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form. Click Activate. Installed with HR Service Management Non-Scoped Several types of components are installed with HR Service Management in the non-scoped version of HR. Tables installed with HR Service Management Non-Scoped Human Resources Application: Core plugin adds the following tables. Table HR Case Model The product models used for HR case record producers. [cmdb_hr_case_product_model] HR Task Model [cmdb_hr_task_product_model] HR Assignment Data Lookup The product models used for HR task record producers. The details of who HR cases can be assigned to. [dl_hr_assignment] HR Case The details of a submitted HR case. [hr_case] HR Category [hr_category] HR Document Acknowledgement [hr_document_acknowledgement] HR Document Template [hr_document_template] The categories that can be assigned to HR cases, used for assignment and reporting. Record that a preboarding employee has signed an online document. Templates for generating HR documents as PDF files in HR cases All rights reserved. 237

238 Table HR Contact The name and contact information for emergency contacts. The details of emergency contacts, displayed in the hr_profile record for a sys_user. Contains a reference to Profile [hr_profile]. [hr_emergency_contact] Employment History The details of employment history, displayed in the hr_profile record for a sys_user. Contains a reference to Profile [hr_profile]. [hr_employment_history] Position The job positions and a reference to the departments the positions are part of. [hr_position] HR Profile The details of a profile for an employee that contains sensitive information. [hr_profile] HR Task The details of a task associated with a particular HR case. [hr_task] HR Case Flow The details of HR case state flows. [sf_hr_case] HR Task Flow The details of HR task state flows. [sf_hr_task] HR link The details of HR links. [hr_link] HR links for template lookup The details of HR links for looking up templates. [hr_m2m_link_template_lookup] HR todo tasks for template lookup [hr_m2m_task_template_lookup] Task templates The details of to-do tasks for looking up templates. The details of looking up templates. [hr_template_lookup] Content Block Open Header [content_block_open_header] Signature Image Contains images of captured signatures. [signature_image] Table 64: Tables for PDF generator Table General Element The formats used by the PDF generator that can be used to customize the template for the PDF document. [general_elements] All rights reserved. 238

239 Table General List A list of the properties and query used to generate the PDF document, for example, the employment verification letter. [general_list] Roles installed with HR Service Management Non-Scoped Human Resources Application: Core plugin adds the following roles. Role title [name] Contains Roles HR specialist Can create and update HR cases. hr_case_writer Can create and update HR cases. hr_case_writer Can create and update HR cases. hr_specialist Can create and update HR cases. hr_specialist Full control over all HR functions. All hr_basic roles survey_admin hr_position_writer hr_profile_reader hr_case_reader hr_task_reader catalog_admin skill_admin Full control over all HR functions. hr_manager Can read HR assignment rules. None Can update HR assignment rules. hr_assignment_reader hr_specialist HR generalist hr_generalist HR recruiter hr_recruiting HR payroll specialist hr_payroll HR manager hr_manager Director of HR hr_director Assignment rule reviewer hr_assignment_reader Assignment rule updater hr_assignment_writer All rights reserved. 239

240 Role title [name] Contains Roles HR system administrator Full control over all human resources data and can administer territories and skills. all HR roles territory_admin skill_model_admin survey_admin catalog_admin template_admin skill_admin knowledge_manager assignment_rule_admin model_manager Can create, update, and delete HR cases and follow up on those they created. document_management_user hr_case_writer hr_kb_writer hr_profile_writer hr_task_writer skill_model_user skill_user survey_reader Can read HR cases and HR profiles. hr_read hr_profile_reader hr_task_reader Can read and create HR cases and follow up on those they created hr_profile_reader Can create and update HR cases. hr_case_reader hr_task_writer Can approve HR cases. approver_user Can read HR tasks. None Can create and update HR tasks. hr_task_reader Can read HR profiles. None Can create and update HR profiles. hr_profile_reader hr_admin HR agent hr_basic HR case reviewer hr_case_reader HR agent hr_read HR case worker hr_case_writer HR approver hr_approver_user HR task reviewer hr_task_reader HR task worker hr_task_writer HR profile reviewer hr_profile_reader HR profile specialist hr_profile_writer All rights reserved. 240

241 Role title [name] Contains Roles HR position specialist Can create, update, and delete HR position records. None Can create and update HR knowledge articles. None Can edit the HR Portal header. None hr_position_writer HR knowledge article writer hr_kb_writer Content formatter [content_block_open_header_user] User groups installed with HR Service Management Non-Scoped Human Resources Application: Core plugin adds the following user groups. User group HR Parent to other HR groups. It grants the HR manager role, and its child groups inherit the HR manager role. HR Benefits Group members administer HR benefits. Inherits the HR manager role. HR Employee Relations Group members administer employee relations. HR Investigations Group members investigate HR cases. Inherits the HR manager role. HR Leadership Group members manage HR teams. Inherits the HR manager role. HR Payroll Group members administer HR payroll. Inherits the HR manager role. HR Recruiting Group members perform recruiting and hiring activities. HR Systems Group members grant system access, perform system password resets, create system reports, and provide HR Service Portal HR VIP Watchlist Members of this group are added to the watchlist of HR cases for VIP users. No roles are granted. Script includes installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following script includes. Script include GeneralHRForm Implementation script for the HR employment verification letter. hr Container for commonly used values. GenericHierarchyProcessor Displays hierarchical data based on a parent child relationship. hr_case Wrapper class for HR Case records All rights reserved. 241

242 Script include hr_caseajax Wrapper class for HR Case Ajax requests. hr_task Wrapper class for HR Task. hr_profile Wrapper class for HR Profile records. hr_sysuser Wrapper class for HR functionality on sys_user records. hr_utils Generic functionality for the HR application. hr_configuration Manages data reviewed by the HR Configuration option HR profile fields that users or managers can edit without HR approval hruserauthentication Verifies that users have access to documents that they are being asked to acknowledge. hr_assignmentrulessecuritymanager Wrapper for Assigned Rules security. hr_knowledgesecuritymanager Wrapper class for HR Knowledge Base articles security. hr_knowledgem2msecuritymanager Wrapper class for Attached Knowledge related list security on hr_case form. hr_emergencycontactsecuritymanager Wrapper class for HR Profile Emergency Contact security. hr_employmenthistorysecuritymanager Wrapper class for HR Profile Employment History security. hr_positionsecuritymanager Wrapper class for HR Position security. Client scripts installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following client scripts. Client script Table Reset priority on opened_for change HR Case Adjusts HR case priority based on whether or not the user is a VIP. Auto populate fields HR Case [hr_case] Automatically sets location and department fields in HR cases, based on details from the user associated with that record. [hr_case] Populate profile and assignment group HR Case Custom Knowledge Search HR Case Populates the Assignment Group and HR profile fields (if the Opened for user has an HR profile) in an HR case. [hr_case] Custom knowledge search in the HR case form view. [hr_case] End date must be after start date HR Employment History Validates that the employment end date is not before the employment start date. [hr_employment_history] All rights reserved. 242

243 Client script Table Enforce unique user HR Profile Prevents creating a new profile when the selected user already has an HR profile. [hr_profile] Hide Record Producer variables HR Case Hides record producer variables which would otherwise be displayed in the HR case form view. [hr_case] Highlight VIP employee HR Case Formats an HR case for a VIP user in the HR case list. [hr_case] Populate Category using template HR Case Populate fields using sys_user HR Profile Populates the category based on the selected HR template. [hr_case] Updates fields in a new HR profile record when an existing user is selected. [hr_profile] Populate HR profile onchange HR Case Updates the HR profile fields in an HR case automatically when the opened for user is changed. [hr_case] Populate Opened for field onchange HR Case Updates the Opened for field when a profile is added to an HR case. Populate template using category HR Case Start date must be before end date HR Employment History Field Access [onload] hr_profile Sets HR Profile fields to read only if the user does not have the hr_case_writer role. update manager when department changes hr_case When the Department field is updated, sets the Manager field if the case is an Onboarding case. Set Category hr_document_template Sets the default value for the Category field to Employment Verification. Clear task on change of user hr_document_acknowledgement Disassociates the document asknowledgement if the user in the referenced task is changed. EnforceFields hr_case [hr_case] Populates the template on an HR case when a category is changed. [hr_case] Validates that the employment start date is not after the employment end date. [hr_employment_history] Ensures that the form cannot be submittted unless the mandatory fields are completed All rights reserved. 243

244 Client script Table Populate Department from Position hr_case When the Position field is updated, sets the Department field if the case is an Onboarding case. Validate Address on submit hr_emergency_contact Ensures the address is valid when the form is submitted. Make Ack Type mandatory in HR Task. hr_task Make the Acknowledgement type field mandatory when assigned to an Opened for user on the HR case. User field is only writable for hr_admin hr_profile User field on the hr_profile form is read-only for all the users except for hr_admin users. Business rules installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following business rules. Business rule Table Assigned HR Case [hr_case] Invokes the state flow process for HR cases. HR Task [hr_task] Invokes the state flow process for HR tasks. HR Case [hr_case] Loads the HR case types and associated categories and maps the template to the case type. Add HR Supervisor to watch list HR Case [hr_case] Adds members of the HR VIP Watchlist group to an HR case when the user is a VIP. #Add User Acceptance State Places an HR case into Waiting for user acceptance state. #Ready for work (approval off) Ready for approval Ready for work (approval on) #Start work #Cancellation Accept Assigned #Cancel cleanup Ready for work Reassign Resume HR case Start work Add categories to scratchpad HR Case [hr_case] All rights reserved. 244

245 Business rule Table #Auto-assessment business rule HR Case [hr_case] Triggers an HR survey when the case is closed or canceled. #Clear durations HR Case [hr_case] Clears the Duration value on hr_case records when the case is reactivated (when Active changes to true on a record inserted or updated). Close HR task HR task [hr_task] Closes the HR task that was created to request documentation from an employee when the employee replies to the and attaches the file. Display action required HR Case [hr_case] Displays HR has requested some actions on your part message. Display Ready for Work message HR Case [hr_case] Displays a message if the HR case is in draft state instructing the agent to start work. Display reminding message on HR case HR Case [hr_case] Checks the access level of the current user and displays appropriate information in the HR case. If the admin is impersonating a user, display a message that they are not allowed access. Enforce unique user HR Profile [hr_profile] Ensures that a duplicate HR profile is not entered for a user. Exit survey trigger HR Task [hr_task] Sends a link to the exit survey when the exit survey task state changes to Work in Progress. Notify HR Case owner when all task close HR Task [hr_task] Sends a notification to the HR case assigned-to agent when all HR tasks are complete. Populate case SLAs Task SLA [task_sla] Inserts a Service Level Agreement timer when an HR case is active. Reassignment counter for Case HR Case [hr_case] Counts the number of times the case is reassigned. Remove HR Supervisor from watch list HR Case [hr_case] Removes HR VIP Watchlist group members from an HR case when the user is no longer a VIP. Restrict query HR Case [hr_case] Amends the query used to get HR case records to display in list view All rights reserved. 245

246 Business rule Table Restrict query HR Task [hr_task] Amends the query used to get HR task records to display in list view. Restrict query Emergency Contact [hr_emergency_contact] Amends the query used to get records to display in list view. Restrict query Employment History [hr_employment_history] Amends the query used to get records to display in list view. Send hr_case events HR Case [hr_case] Adds events to the event queue when records are inserted or updated. Set HR mailto System properties [sys_properties] Sets the address specified in the Configuration module when the user selects HR on the HR Portal. Set user fields HR Case [hr_case] Sets the Opened for value on an hr_case record when the record is inserted or updated. Start HR User Acceptance timer HR Case [hr_case] Starts the timer when an HR case is resolved. The user is notified to accept the resolution and close the case. With no user response, the case is automatically closed when the time ends. #Synchronize fields to hr_profile User [sys_user] Synchronizes fields between associated hr_profile and sys_user records on update of the sys_user record. #Synchronize fields to sys_user HR Profile [hr_profile] Synchronizes fields between associated sys_user and hr_profile records on update of the hr_profile record. Update durations HR Case [hr_case] Sets the Duration value on hr_case records when the case becomes inactive (when Active changes to false on record inserted or updated). #Update HR Case percent complete Task [task] Updates the task percent complete for an HR case based on the state of associated HR tasks. Update name field HR Profile [hr_profile] Updates the Name value on an hr_profile record if the First name or Last name value changes when a record is inserted or updated All rights reserved. 246

247 Business rule Table #Validate end date is after start date HR Profile [hr_profile] Validates that Employment end date is after Employment start date when any of the two values changes when an hr_profile record is inserted or updated. #Validate opened_for against hr_profile HR Case [hr_case] Updates the Opened for value on hr_case records when State is not Requested and the record is updated. ValidateChanges HR Task [hr_task] Ensures that changes are valid. #Verify Work Notes HR Case [hr_case] Requires that work notes are entered when the HR case state changes. #Verify Work Notes HR Task [hr_task] Requires that work notes are entered when the HR task state changes. notifications installed with HR Service Management Non-Scoped Human Resources Application: Core uses the following notifications. All are based on the HR Case [hr_case] table. Script action HR Case opened Sends an to the caller and the user who enters the case when Active is true on record inserted. HR Case created from Sends an to the sender when an HR case is created from an inbound action. HR Case assigned to me Sends an to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Case assigned to my group Sends an to the assignment group members when Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Case commented Sends an to the creator, the caller, the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Case resumed Sends an to the assigned user when an HR task is closed complete and the HR case is automatically resumed All rights reserved. 247

248 Script action HR Case changed Sends an to the sender and the assigned user or group when the state, assignee, assignment group, or work notes are changed in an HR case. HR Case worknoted Sends an to the assigned user when Active is true AND Assigned to is not empty AND Work notes changes AND On record updated. HR Case closed Sends an to the creator, the caller, the assigned user, and members of the watchlist when Active is false AND On record updated. HR Company welcome Sends an to the HR profile manager on an event fired by the Employee Onboarding HR Workflow. HR Task assigned to me Sends an to the assigned user when Active is true AND Assigned to is not empty AND Assigned to change AND On record inserted or updated. HR Task assigned to my group Sends an to the assignment group members when Active is true AND Assigned to is empty AND Assignment group changes AND Assignment group is not empty AND On record inserted or updated. HR Task commented Sends an to the assigned user, and members of the watchlist when Active is true AND Additional Comments changes AND On record updated. HR Task closed Sends an to the user assigned to the HR case when Active is false AND On record updated. HR Task changed Sends an to the event creator and the users defined in event parms 1 and 2 when the hr.task.changed event is fired. HR Employment Verification Sends an to the third party who requested the employment verification letter. Events installed with HR Service Management Non-Scoped Human Resources Application: Core registers the following events. Event hrc.case.resume Triggers when an HR task is closed and the HR case is resumed. hrc.request.changed Triggers when the state, assignee, assignment group and work notes are changed. hrc.request. .creation Triggers when a request is inserted from an All rights reserved. 248

249 Event hrc.task.changed Triggers when the state, assignee, assignment group and work notes are changed. hrc.task.closed Triggers when a task is closed complete, but the parent case is not resumed and one or more tasks are still pending. hr_case.approved Triggers on approval of an HR case. hr_case.assignment_group.changed Triggers when the assignment group is changed. hr_case.commented Triggers when a comment is added to an HR case. hr_case.emp_verification Triggers from a UI action for employment verification to send the employment verification to the requestor. hr_case.inserted Triggers on insertion of an HR case. hr_case.inserted.assigned Triggers on insertion and auto-assignment of an HR case. hr_case.inserted.unassigned Triggers on insertion of an HR case that is not auto-assigned. hr_case.updated Triggers when an HR case is updated. hr_case.welcome_ Triggers on insertion of an onboarding case to send the welcome for a new employee. HR skills installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following HR skills. HR skill Employee Career Provides guidance about an employee's career path Employee Offboarding Manages offboarding cases to ensure all tasks are completed Employee Onboarding Manages onboarding cases to ensure all tasks are completed Employee Relations Assists employees with employee relations cases Employee Transfer Manages process for transferring employees to ensure all tasks are completed Exit Interviews Interviews offboarding employees to ensure compliance and collect feedback Hiring Manages processes, such as personnel requisitions, for the hiring of new employees HR Is contained within all HR skills. HR Benefits Assists employees with benefits cases All rights reserved. 249

250 HR skill HR Policy Assists employees with questions about company policies HR Systems Manages HR systems, such as payroll, learning management system, and employee database Leave of Absence Assists employees to schedule leaves of absence, such as maternity leave Payroll Assists employees with payroll questions and issues Spanish Language Speaks Spanish, and can act as a translator if needed Time Tracking Assists employees with timecard questions Vacation/Leave Assists employees with vacation or leave questions HR catalog items installed with HR Service Management Non-Scoped Human Resources Application: Core adds the following HR catalog items. HR catalog item 401(k) benefits Submit a question about 401(k) benefits. For example: How much can I contribute? or When will withdrawals start? Career guidance Submit a question about your career at the organization. For example: What is required to be considered for a promotion? Employee information changes Enter and submit changes to your HR profile information, such as a new personal address. Some fields update automatically, and others are updated by an HR agent. Employee offboarding Submit an offboarding request for an employee who is leaving the company. Variables include the employee who is leaving, the offboard type, and the employment end date. Employee onboarding Submit an onboarding request for a new hire that is due to start in the future. Variables include HR profile information, employment information, and personal information. Employee relations questions Submit a question about employee relations. For example: My office mate talks too loudly on the phone all day long. Employment verification Submit a request to have an employment verification letter generated and sent to a thirdparty contact, such as a bank loan officer. Variables include the name of the institution, contact name and info, and address All rights reserved. 250

251 HR catalog item General Submit a question about benefits that are not covered by the other catalog items. For example: Does the company have a discount program? Grievance Submit a case describing an occurrence or situation that needs to be addressed. For example: Someone is smoking cigarettes every afternoon in the 2nd floor bathroom. Leave of absence Submit a request for a leave of absence. Variables include the type of leave and when it starts and ends. Life events Submit a question about life events such as marriage or domestic partnership. Medical/dental/vision Submit a question about your health coverages, such as what you need to do to cover your domestic partner. Payroll Submit a question about payroll. For example: How do I change my W2 deductions? Retirement Submit a question about retirement benefits and options, such as how many years must you have with the company to qualify for retirement. Tuition Submit a request for tuition reimbursement following your company guidelines. Variables include the educational institution, class taken, completion date, and the tuition amount. Vacation Submit a question about vacation policies, such as when you get an additional week per year. Understanding HR Service Management Non-Scoped HR Service Management for the non-scoped version of HR benefits your enterprise by automating standard HR processes within your organization that support relationships between employees and the HR department. Who uses HR Service Management? The enterprise HR department uses the HR Service Management application. An enterprise HR department is composed of many areas, such as employee relations, benefits administration, policy enforcement, recruitment and employment, and performance management. The members of a large HR organization typically include: HR specialists who specialize in one or more HR disciplines. For example, the benefits area has specialists in insurance administration, leave and vacation time, and employee stock purchase. HR generalists who work with a business group or in a geographical region to assist employees with questions, careers, performance management, and other employee relations requests. HR managers who monitor and measure the effectiveness of the HR group in supporting employees across the organization. They also ensure that the enterprise is compliant with federal, state, and local regulations All rights reserved. 251

252 HR systems administrators who configure and maintain systems such as the central employee database, payroll, learning and performance management system, and others, including the Human Resources application. How do you use HR Service Management? The HR Service Management application enhances and supports your enterprise. The relationships between your employees, IT, and the HR department are supported in numerous ways: Employees can use the HR Service Portal Non-Scoped on page 344 or catalog to submit questions and other requests to the HR department. If you use the Connect Support feature, employees can chat with an HR agent who is monitoring the HR chat queue. See Connect Support. HR staff can create, manage, and view HR cases to answer questions and process the requests that employees submit. HR managers can run reports and view overview information to monitor and manage work done by the HR department. HR and corporate IT administrators can more effectively manage the company HR systems, such as the payroll and performance management systems, through the Enterprise Configuration Management Database (ECMDB). How do you benefit from HR Service Management? Your entire organization benefits by using the application in the following ways: Automates standard HR processes Several typical HR processes are automated. This automation reduces the number of checklists, exchanges, and phone calls performed by the HR team. Improves employee access Employees access HR services through a service catalog, rather than having to write individual s, make phone calls, or personally visit HR for each request. Tracks requests and progress HR managers use reports and views to help them understand the work their staff is performing to support the company. Employees can see the status of their requests. Integrates with other services Human resources processes can include both HR tasks and tasks for other teams, to provide significant service delivery improvements. HR Service Management terminology The following terminology is used for the application. Term Definition HR Criteria Way to select groupings of HR and System users based on criteria HR Services List of HR Services All rights reserved. 252

253 Term Definition HR Topic Categories List of HR Service Topic Categories HR Relationships User relationships with each other HR Positions Positions available in company table HR Assignment Tier Definition Specifies escalation hierarchy HR Group Roles List of groups that have HR group roles HR Scripts List of all HR scripts HR User Roles List of users who have HR user roles HR Templates Templates for Case record creation based on catalog item Client Role Rules Specifies the rules to generate client roles HR Topic DetailsList of HR Service Topic Details HR Service Options List of HR Services options that affect case creation HR Departments Departments available in company table HR Locations Locations available in company table HR Chat Queues List of HR chat queues HR Surveys Surveys used by HR application HR Links External links used by HR application HR Properties System properties used in HR Application HR Templates List of all HR-related templates HR Knowledge Bases Knowledge bases used by HR application HR Knowledge Articles Knowledge articles used by HR application HR Notifications notifications used by HR application HR Service Catalog Categories Service catalog categories used by HR application HR Service Catalog Items Service catalog items used by HR application HR Document Templates Document templates for document content used in HR application HR Groups Groups used by HR users HR Skills Skills available to company users HR Roles Roles used by HR users HR Benefit Provider / Plans Benefit providers and plans used by HR Benefits service HR Benefit Type Benefit types used by HR Benefits service Disciplinary Issue Types Disciplinary issue types used by HR Employee Relations service All rights reserved. 253

254 Term Definition Disciplinary Warning Types Warning types used by HR Employee Relations service HR System Report Frequencies System Report Frequencies defined for HR Systems Service HR System Report Types HR System Report types used by HR System service Implementation guide for non-scoped HR To implement the non-scoped version of HR, HR management works with IT staff to set up HR data and configure the application to work with the organization s HR processes. The following topics provide planning, configuration, and implementation guidelines for a successful rollout to your organization. HR and IT implementation team for non-scoped HR Begin by assembling the team of HR staff who can make decisions about the configuration of the application and the IT staff who can configure the application, for the non-scoped version of HR. On the implementation team, include HR and IT staff who can handle the following responsibilities. HR project manager The project manager understands the department systems and processes, and will be responsible for the timeline, budget, communications, and so on. HR IT administrator This is typically someone who manages existing HR systems and who will manage the configuration of the Human Resources application. HR managers Managers who represent different HR functions, such as benefits, payroll, and employee relations. Other stakeholders Others who must give approval, provide input, or sign off for a successful implementation. For example, the training organization. Implementation decisions for non-scoped HR With the HR implementation team, make decisions about system configuration, for the non-scoped version of HR. As a team, discuss the following topics. You may need help from your account manager or from other internal groups for some of the discussions. Integration If you have an existing HR employee database, such as Workday, decide whether to integrate it with the HR profile database. You can activate a Workday plugin to import HR employee data and keep the two systems synchronized. If you use a different system, you may need to use professional services to help with integration. Process flow Decide whether to use state flows or workflows to drive the process for resolving HR cases. HR knowledge bases Determine whether to set up HR knowledge bases prior to rollout, meaning you have HR documents All rights reserved. 254

255 available through the knowledge base before employees begin submitting HR cases. An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on. When an employee submits a case, the knowledge base is searched based on keywords the employee is entering in the short description. With a detailed knowledge base, the question may be answered without the need to submit the case. You can also define multiple HR knowledge bases for different sets of employees. For example, create one knowledge base for U.S. employees and another knowledge base for Mexico employees because policies, holidays, and so on, may be different. Assignment of HR cases and tasks Determine how you are going to assign HR cases and tasks to HR agents. Review the following information to understand the assignment process and become familiar with predefined items and options. How cases and tasks are assigned in nonscoped HR on page 258 User groups installed with HR Service Management Non-Scoped on page 241 HR skills installed with HR Service Management Non-Scoped on page 249 HR catalog items installed with HR Service Management Non-Scoped on page 250 Configuration in non-scoped HR on page 308 Current HR processes Outline important HR processes such as your organization's onboarding and offboarding processes. Compare the processes to those that are predefined with the Human Resources application, and identify how the predefined processes must be modified. Identify other processes you must configure. Service level agreements (SLA) Decide how long different types of HR cases should take to resolve, and use this info to define HR service level agreements (SLAs) for tracking the effectiveness of your HR processes. HR rollout As part of the planning process, determine how you will roll out HR to employees, and what training is needed. Consider the following questions. Will you roll it out to groups of employees in phases? Will you roll out parts of it in phases? For example, in the first phase, all employees can submit simple HR inquiries. The second phase includes training and implementation of the All rights reserved. 255

256 automated processes, such as onboarding and offboarding. How will you get employees excited about the new HR process so they will want to use it? What training will each type of user, such as those listed below, need? End users who submit HR requests HR agents who work on cases HR approvers who need to respond in a timely manner HR managers who want to track and monitor HR case activity Other stakeholders not listed State flows vs. workflows in non-scoped HR One configuration setting available for the Human Resources application is whether to automate state flows. If you do not automate state flows, you can manually change the state of HR cases as work is completed, or use workflows to automate the processes. Definitions State flows State flows customize transitions from one state to another in tables derived from the Task [task] table. The system is configured to perform work during transitions to specific states. An example of a state transition is when the State field in a case changes from the Ready state to Work in Progress. When you create a state flow, the system automatically replaces the usual programming elements that control task states with customizable business rules, client scripts, and UI actions that give you a wide range of processing options. You can configure custom state transitions to occur automatically or manually and in any order. You can create business rules and UI actions that only appear and take effect for certain states. Workflows A workflow provides the same customization of processes, however, workflow activities can be based on triggers other than state changes. If you use a workflow, you define activities to change the state but can include other activities such as setting a timer for an action to be taken, adding messages to the activity stream, and initiating another workflow. You create and modify workflows in the Workflow Editor, where the entire workflow is represented graphically in one screen, as shown in this example HR workflow: All rights reserved. 256

257 Figure 16: Example HR workflow Understanding the state flows and workflows installed with HR When Human Resources is activated, both state flows and workflows are installed. State flows are enabled by default in Human Resources > Administration > Configuration All rights reserved. 257

258 The following processes have defined workflows: Employee Change HR Workflow Checks first whether an approval is needed. If no approval is needed, or when approval is obtained, the profile is updated and the case is closed. If a change is rejected, the case is closed incomplete. Employee Onboarding HR Workflow Automatically creates an HR profile and sends approval request. When approval is obtained, creates the user record, sends a welcome template to the new employee s manager, and initiates the Employee Onboarding HR Tasks workflow. When tasks are complete, closes the case. If the onboarding case is rejected, the case is closed incomplete and the HR profile is marked inactive. Employee Onboarding HR Tasks When initiated by the onboarding workflow, creates onboarding tasks and assigns them as specified in the properties of each task. Employee Offboarding HR Workflow Sends approval request. When approval is obtained, initiates the Employee Offboarding HR Tasks workflow. When termination date is reached and tasks are closed, HR profile and user records are set to inactive. Employee Offboarding HR Tasks When initiated by the offboarding workflow, creates offboarding tasks and assigns them as specified in the properties of each task. HR Case User Acceptance After an HR agent completes a case, notifies the user to review and accept or reject the resolution. If the user accepts the resolution or does not respond within two business days, closes case. If the user rejects the resolution, notifies the HR agent. You can view the state flows by navigating to Human Resources > State Flows. Each state flow indicates the starting and ending state when the state flow is processed. If you are just beginning to use HR, you can leave state flows enabled and if the workflows are not modified they will work with state flows without conflicts. How cases and tasks are assigned in non-scoped HR Understanding how HR agents are assigned to HR cases and tasks is important because it will help you set up auto-assignment to work as expected. This diagram illustrates the hierarchy of the assignment process All rights reserved. 258

259 Figure 17: HR assignment process When the HR case is entered, an HR group is assigned from the HR case template or from an assignment rule. The HR case template assigns the group during case entry, before the case is submitted. An assignment rule assigns the group when the case is submitted, if the assignment group is empty. When the case is submitted, the auto-assignment process evaluates the time zone, location, and skills of each member of the assignment group, depending on which configuration options are enabled. It also evaluates the workload, or number of cases assigned to each user. It assigns the closest matching assignment group member based on workload. The following predefined items support HR case and task assignment. Table 65: Predefined HR items Item HR groups Several HR groups are predefined, including HR, which is intended to contain all HR staff members All rights reserved. 259

260 Item HR case templates Case templates are used to create catalog items. A number of predefined catalog items are provided for common HR requests, such as tuition reimbursement and 401k questions. Most HR case templates assign HR as the assignment group. There are also HR task templates that are associated with the catalog items to create tasks for fulfilling HR cases. Both case and task templates can specify the assignment group. Assignment rules A predefined assignment rule assigns HR as the group when an HR case is submitted and there is no assigned group. The following auto-assignment options are configured in the HR Configuration module. Table 66: HR Configuration auto-assignment options Option Auto-selection of agents will consider time zone for tasks HR tasks are individual pieces of work that must be completed to resolve the HR case. HR tasks can be assigned to a time zone; if you assign a time zone, you can use the time zone of the task and the HR agent's location to auto-assign the agent. Auto-selection of agents will consider location of agents. If the organization is spread across two or more locations, and each has an HR team, you can use the HR agent's location. For example, a vacation question from an employee in Germany is assigned to a member of the Benefits group in the Berlin office. Auto-selection of agents for tasks requires them to have [all] [some] [none] skills Within a group, HR agents may specialize in an area. For example, on the Benefits team, some agents may know more about medical claims or leave requests. You select from [all] [some] [none] based on whether you assign and maintain HR skills. Implementation information required for non-scoped HR After deciding how to configure the HR application, obtain lists of the information to input or import into HR modules, for the non-scoped version of HR. Obtain these lists from existing systems or databases, or ask department heads to compile the list of information for their department. Use the information as outlined to develop lists that are ready for input into the Human Resources application. Gather the following information. List of positions within your organization. HR areas of expertise, for example, benefits, payroll, policies, and so on All rights reserved. 260

261 Use the list of HR areas of expertise to compile the following lists. HR roles Roles identify the parts of the system that each user can access. Typically, users are placed in groups and then roles are assigned to groups. Every user in a group receives the permissions assigned to the group. Several roles are predefined for you, such as HR admin, specialist, and generalist roles. Review the predefined roles and identify new roles you need to add. HR groups The HR group is predefined to contain all HR users. Identify the additional groups you need. You can often start with a list of the groups defined in your organization. You can assign roles to a group, and every member added to the group is assigned the associated roles. Note: HR groups can be set up in a hierarchy. A user assigned to a child group gets the roles assigned to the parent and child groups. HR skills Compile a list of skills that HR users may have. These can be for areas of expertise and other skills, such as foreign languages spoken. You can assign skills to both groups and users. As with roles, skills assigned to groups are assigned to every member of the group. Note: HR skills can be set up in a hierarchy. A user assigned to a skill receives the skill and all skills that are contained by it. Obtain a hierarchical list of HR users. For each user, identify the following information. The list will be used as an input document for the HR implementation. User s HR group membership User s HR skills If a user will not assigned as a member of a group, a list of HR roles to assign to the user User s location, if applicable Whether the user should approve HR cases. For example, a region s HR generalist may need to approve offboarding HR cases. Outline any articles to include in the knowledge base, and the source of the information for each article. Configuring non-scoped HR Use the configuration checklist to help you set up HR for your organization, for the non-scoped version of HR All rights reserved. 261

262 It may take some time to complete all configuration items. Most of these items can be done concurrently; exceptions are noted. If it takes several months to complete implementation, review the information entered during the initial configuration tasks and update it to reflect any changes. Table 67: Configure Human Resources Configure Enter or import the following information before importing user HR profiles. Positions HR Create a user group. Include HR as a prefix in your group name so HR groups are easy to search for. Skills Set configuration options. Create or modify an HR profile in non-scoped HR on page 282 database, as determined during the decision phase. Assign a role to a user to HR groups and staff. Be sure to assign hr_approver_user to anyone who approves cases. Assign skills to HR groups and staff. Create any HR templates and catalog items you need for the HR catalog. These are for the additional processes you identified during the planning phase. Review the installed HR case and task state flows and Customize a state flow as needed. Note: If you are managing cases manually or with workflows, you can disable state flows. Review the installed HR Create a workflow and edit or create new workflows as needed. Review and configure Create an HR assignment rule in non-scoped HR on page 316. Review and configure Notifications. You can customize the text of existing notifications and create notifications. Review and configure HR Service Level Management concepts All rights reserved. 262

263 Configure Set up the HR knowledge bases. This is completed by the HR knowledge base administrator, who owns the content and its creation. The knowledge base administrator also defines and monitors the review, publication, and retirement processes. Automated processes for non-scoped HR You can automate HR processes, such as onboarding a new employee, in the non-scoped version of HR. There are predefined processes that launch automated workflows. You can customize the predefined processes and create ones. Predefined processes are available to fulfill the following requests, or HR catalog items. Employee onboarding: HR managers can submit an HR onboarding request for a new employee. Employee information change: HR managers submit requests to update HR profile information for an employee, such as when their name, position, or location changes. Employees can submit requests to change some profile fields, such as home address or personal . The HR profile fields are changed automatically when a request is submitted. Employee offboarding: HR managers can submit an HR offboarding request for an employee. HR catalog items can be customized and integrated with a wider organization, for example to engage the IT team to configure a laptop for a new employee. Standard sets of tasks for HR processes are defined, and the system can be configured to automatically create and assign these tasks at the appropriate time. Employee information can be passed to other departments automatically to start their processes. The HR team does not need to be aware of the specifics of these other processes. Departments such as IT or facilities retain control over their processes and inform the HR department when they are completed. Here is how the predefined onboarding process works for a new employee named Allen: The HR manager for Allan submits an Employee onboarding request from the HR catalog or HR service portal. The following actions occur. A new HR case is created with a category of Onboarding. A new HR profile record is created to hold the personal information of Alan from the onboarding form. The HR team can add information to HR profile to store and track all the data Alan provides. An approval request is generated and assigned automatically to the user who can verify and approve the onboarding request. After approval is obtained, the user record for Alan is automatically created and linked to the HR profile. Standard HR tasks are automatically created for the HR team to fulfill, such as setting up payroll and benefits, and performing a background check. A workflow automatically generates requests to provide Allan with the correct IT hardware, software, and systems access based on department, location, and position. 5. When all the tasks are complete, the HR department confirms that everything is ready for the first day and closes the case record. The HR team can track the progress of the entire onboarding process All rights reserved. 263

264 Use events to launch HR processes You can use events to launch workflow processes, typically when a new HR case is created. This process works as follows: When an HR case is created or modified, an HR fulfillment event occurs. For example, the hr_case.inserted event occurs when a new HR case is created. The event triggers script actions that execute scripts as required and launch workflows. For example, the IT employee onboarding action script action launches the Employee Onboarding IT Workflow. Workflow-based process design for non-scoped HR You can design a new workflow-based HR process when the predefined processes are not sufficient, in the non-scoped version of HR. You can create an entirely new workflow or use existing components in your HR process. To design a new workflow or customize a predefined workflow, you typically work with someone in your organization who has experience with workflow design and customization. The following components can be used or customized for HR processes. The predefined processes provided for onboarding, offboarding, and information change. The IT Employee Onboarding Action and IT Employee Offboarding Action script actions. Workflows that create HR and IT tasks. The order guide that creates catalog item requests. Record producers, known as catalog items, that launch HR automated processes. The following items work by default with HR processes. You can modify them as needed. For example, you can extend the HR Profile table to capture additional information. HR Profile [hr_profile] table HR Case [hr_case] table Script includes The following list outlines the tasks you perform to design a new automated HR process. Design the process stages, outlining the process flow at a high level. An example is shown in the table. Create or customize a catalog item that creates the HR case. Create the workflow to process the request, including any of the following relevant configurations. Approval rules Review and approve, or reject the request. For example, to approve a request for a leave of absence. Assignment rules Assign the request to a specific individual or group. For example, to assign benefits change records to a specific benefits administrator. HR groups, skills, and locations can all be considered for auto-assignment. notifications Alert an HR team member or group about the request. For example, to send a notification to the HR agent a case is assigned to. Fulfillment tasks Create HR tasks and requests for items that other departments fulfill. For example, an HR task to All rights reserved. 264

265 reactivate a user's account when a leave of absence ends. Customize profile information, if required by the new process. For example, you can extend the HR Profile table to create a Dependents table, which may be required for processing employee insurance claims. 5. Select an event to launch the workflow when the HR case is created. Table 68: Example of the typical stages for an onboarding process Stage Capture information Approval When an employment offer is accepted, capture basic information about the new employee. Create an HR case and HR profile for the employee with the captured information. Request approval for onboarding. Approve the onboarding request, then generate the tasks for this work, such as: HR tasks, such as performing reference checks. Non-HR requests, for example, relevant hardware and software that generate service catalog requested items. Non-HR departments fulfill these requests. Fulfillment Fulfill the generated tasks required for onboarding. Start date When the employee joins, perform actions such as: Reset a password or unlock the Active Directory account for an employee. Add roles to the employee. Send a welcome to the team. Employee onboarding workflow in non-scoped HR Review detailed overview of the predefined HR automated process for employee onboarding to ensure that it meets the needs of your organization. Optionally, customize the onboarding workflow or design a new workflow. To design a new workflow or customize a predefined workflow, you typically work with someone in your organization who has experience with workflow design and customization. The onboarding process begins when an HR manager submits an onboarding request from the HR catalog or HR service portal, which enters an employee data management case All rights reserved. 265

266 An HR employee is assigned the case, approval must be granted before any work can be done. After approval, the HR employee defines the onboarding tasks for onboarding the new hire. The new hire uses the HR Service Portal to complete the onboarding tasks. The system first checks for an existing HR profile based on the first name, last name, and personal address of the person being onboarded. For example, an existing HR profile exists if the person is a previous employee. If a matching HR profile is found, the system adds relevant information to the profile and updates the employment status. If an existing HR profile does not exist, then an HR profile record is created for the new employee. The record is populated with the personal information entered in the catalog form. HR profiles are created before the approval flow is triggered, to enable the recording of confidential comments and work notes in the secure HR profile record. Sensitive information is captured at an early stage. Note: If the onboarding request is created from the New record form, the user must begin by selecting the HR - Employee Data Management category. The user can click New, complete the information, and then submit the HR case. After the request is submitted: A new user record [sys_user] is created for the employee and populated with the information entered in the HR profile. The user record is linked to the HR case, and the name appears in the Opened for field in the Employee Data Management Case page. The state of the HR case is set to Ready. The Employee Onboarding HR Workflow sends an to approvers to request approval to onboard the new employee. Note: Your instance must be configured to approvers with a notification that an approval needs their attention. The hr_case.approved fulfillment event occurs. The following subflows and order guides are launched. An HR tasks workflow to generate tasks for the HR team to perform. Employee information change Employee offboarding Employment verification letter New hire onboarding New employee payroll setup New employee background checks New employee anti-corruption policy acceptance New employee benefits set up New employee training requirements An IT tasks workflow generates a service catalog request for the IT team. The IT Employee Onboarding Action script action triggers and runs an order guide using the Scriptable Order Guide activity. The order guide uses rules to specify which items are requested based on questions answered on the onboarding request. These answers populate variable values, and determine which requested items the order guide generates. For example, all employees receive an account, but only some employees receive a laptop. The questions are Employment type, Department, and Location type All rights reserved. 266

267 The Requested for field is set to the new employee. An approval request for the service catalog items is generated and a notification is sent to the IT approver. After approval is received, the service catalog request is set to Approved and the requested item state is set to Open. Note: If the onboarding case is canceled, requested items are also canceled. On the day before the employment start date, a welcome is sent to the manager of the new employee. To introduce the new employee, the manager can modify and send this to the team. 5. When an onboarding request is approved, the following actions occur. 6. When all generated HR tasks and requested items are completed, the following actions take place. The HR profile and HR case are updated to set the employment status to Employed. The HR case is closed. Note: The HR case cannot be closed when there are incomplete HR tasks or requests. If the onboarding request is rejected, the following actions occur. The HR case is closed, and the HR profile is set to Inactive. A work note is added to the HR profile to note the rejection. An appropriate notification is sent to the creator of the onboarding record. Requested items are canceled. 5. The onboarding process terminates. Employee offboarding workflow in non-scoped HR Review detailed information about the predefined HR offboarding workflow process to ensure it meets the needs of your organization. You may need to customize the offboarding workflow or design a new workflow. To design a new workflow or customize a predefined workflow, you typically work with someone in your organization who has experience with workflow design and customization. The default offboarding process starts when an offboarding request is submitted. This creates an HR case for the terminating employee and triggers the Employee Offboarding HR Workflow. If the employee does not have an HR profile record, it is created when the workflow is triggered. An approval to offboard the employee is requested and an approval request is sent to members of the HR Leadership group. When an offboarding request is approved, the following actions occur. The Employment status for the HR case and the employee's HR profile are both set to Offboarding. The state of the HR case becomes Work in Progress. The hr_case.approved fulfillment event occurs. This triggers: The Employee Offboarding HR Tasks Workflow to add HR tasks to the HR case. The offboarding workflow dynamically generates tasks from the template just like onboarding. The IT Employee Offboarding Action script action to retrieve the employee's assets by generating tasks for each asset assigned to the employee. When the employment end date is reached and the Employee Offboarding HR Tasks Workflow is completed, the following actions occur All rights reserved. 267

268 The state of the HR case is set to Closed Complete. Note: The HR case cannot be closed when there are incomplete HR tasks or requests. The employment status for the HR case and HR profile are both set to Previous employee. The HR case and HR profile are both set to inactive. If the offboarding request is rejected, the following actions occur. The employment status is set to Employed on both the HR case and HR profile. The state of the HR case is set to Closed Incomplete. The users assigned to the HR case are notified. Employee change workflow in non-scoped HR Review detailed information about the predefined Employee Change HR Workflow to ensure it meets the needs of your organization. The Employee Change HR Workflow is used to request updates to HR profile information that employees and their managers are not authorized to edit. Typically, organizations allow employees to update certain personal information, but not employment information, which is changed by an HR agent or the employee's manager. For example, the manager updates the profile when the employee is promoted to a new position. In the Human Resources Configuration, you can select which HR profile fields can be edited. You can select fields for personal and employment information, and other sensitive information. Employees can update any editable personal information field directly in their HR profiles. The employment information fields that you enable for edit allow the manager of an employee to update the field. However, the manager cannot open the HR profile of the employee. The manager must submit an employee information change request with the updated information. When the request to change the editable fields is submitted, the HR Employee Change Workflow takes the following actions. Opens an HR case. Updates the HR profile of the employee. Closes the HR case. To update HR profile fields that are not editable, employees or their managers submit an employee information change request. If the specified user has an HR profile, the record producer places the available data into the corresponding fields. The requester updates the fields to be changed and submits the request which launches the following Employee Change HR Workflow. Opens an HR case. Sends an approval request to members of the HR group. The notification lists the changes that are being requested and contains links to approve or reject the changes. If approval is given, the HR profile is updated and the HR case is closed. Because this is a simple HR profile update, no further notifications are sent. If the requested changes are rejected, a comment is added to the HR profile to specify who rejected the request, the HR case is set to Closed Incomplete, and HR agents assigned to the case are notified. When an HR agent submits an HR employee change request, such as when an employee or manager calls the HR agent, the HR profile is updated and the case is closed. No notifications are sent. Customized profile information in non-scoped HR As part of designing the organization's HR processes, you can customize the way HR profile information is processed, in the non-scoped version of HR. Keep in mind that some of the fields that display are referenced from the User [sys_user] table All rights reserved. 268

269 If you have the hr_admin role you can customize HR profile information. Extend profile information You can collect additional profile information in a separate table. For example, you can create a Dependents table that extends the HR Profile [hr_profile] table. Because profile information is sensitive and confidential, it is secured from being viewed by the system administrator. For more information, see HR profile and HR case security in non-scoped HR on page 279. Associate profiles with user records An employee's HR profile record must be associated with the employee's record in the User [sys_user] table, to ensure that both employee records can be accessed conveniently. During the creation of an HR profile record, you can select the user record to associate with the profile. With the default employee onboarding process, this association occurs automatically when an onboarding record is created and approved. As a general practice, retain automatic association for onboarding processes you design. Certain fields are displayed in both the user and HR profile records, but they are in only one of the tables, User [sys_user] or HR Profile [hr_profile]. The following fields are in the User [sys_user] table. Prefix [introduction] First name [first_name] Middle name [middle_name] Last name [last_name] Manager [manager] Department [department] Location [location] The Home phone [home_phone] field is in the HR Profile [hr_profile] table. The following table describes the other fields that are synchronized by the Synchronize fields to hr_profile business rule. Table 69: Fields synchronized using the business rule HR profile [hr_profile] field User [sys_user] field Notes Position [position] Title [title] Position in the HR profile is a referenced field. If the title is updated in the User form and a position record with the same value does not exist, the user sees a message that the HR profile could not be updated. Home address [address] Street [street] All rights reserved. 269

270 HR profile [hr_profile] field User [sys_user] field Notes Country [country] Country code [country] Although the field names are the same, these fields are of different types. In the HR profile, [country] is a reference field. In the user record, [country] is a choice list. If the country that is selected in the HR profile is not in the choice list, the country code is displayed in the User form instead of the country name. Work [work_ ] [ ] The HR profile contains both personal and work fields, while the user record only contains the work . Work phone [work_phone] Business phone [phone] Work mobile [work_mobile] Mobile phone [mobile_phone] The HR profile contains a personal mobile number field as well as the work mobile phone. The user record only contains one mobile phone number field. Note: The User form must be configured to show address, country, , work phone, and mobile phone fields. HR Administration for non-scoped HR You can define and maintain HR organization data that is used for creating and assigning cases in the nonscoped version of HR. The following information is set up and maintained as part of administering the Human Resources application. Positions that describe employee job functions within the organization HR skills that facilitate auto-assignment of HR cases Rules that automatically assign cases to specific users or groups HR templates and catalog items that are used to create HR cases HR profile records HR managers or administrators set up the information. HR agents can create and maintain HR profile records. A process must be defined to maintain this data. For example, positions may be redefined, new areas of expertise may be set up within the HR organization, or new HR request processes may be needed. It is important for an HR administrator to define the process and assign responsibility appropriately so the HR data is accurate. HR surveys in non-scoped HR HR surveys let users rate their satisfaction with HR case resolution, and provide management with feedback to improve HR processes, in the non-scoped version of HR. Two predefined HR surveys are provided: HR Request Satisfaction Survey and HR Exit Survey. HR administrators and HR managers can edit HR surveys and the associated trigger conditions All rights reserved. 270

271 The HR Request Satisfaction Survey is triggered randomly for 50% of closed HR cases. Users receive an with the survey link after they accept the resolution or when the HR case is closed incomplete. The HR Exit Survey is triggered for employees in the offboarding process. It is sent to all offboarding employees when the HR task state is Work in Progress. HR managers and administrators can review responses by question and see a scorecard. Comments entered by users provide feedback that can be used to improve the performance of HR case management. The following survey options can be configured. The look and feel of the questionnaire, for example, by adding the company logo. Conditional questions that appear when users answer other questions in a certain way. The trigger condition, for example, to send it for every case or to a lower percentage of users. With trigger conditions, the system generates a survey instance each time a specific action occurs on a given table, such as when an HR request closes. Send a survey every time the condition is met, or set a probability to send a survey at random when the condition is met. Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. Create or modify an HR survey in non-scoped HR You can modify the predefined HR satisfaction surveys to suit the needs of an organization, and create additional HR surveys. Role required: admin, hr_admin, or hr_manager For example, you may want to create an HR survey to gauge the satisfaction for more complex HR processes, such as onboarding. The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. When you save the survey, the survey definition is automatically added. Navigate to HR Administration > Surveys > HR Surveys. Click New or open an existing survey. Complete the form. Table 70: Survey Definition form Field Name Name of the survey, which appears on the questionnaire. Helpful information about the survey All rights reserved. 271

272 Field Signature Acknowledgement by a survey recipient of requirements, admonitions, or policies related to the survey. The signature may require the recipient to select a check box or to type a full signature to verify having read these assertions. You can display assertions without requiring a signature. Select an existing signature from the list or click New to create a new one. The signature form contains these fields: Name: Descriptive name for this signature. Signature type: Type of signature required. The selections are Check box, Full name, or Assertion only. If Assertion only is selected, no signature is required to submit the survey. Assertion: Text you want to display to recipients. By default, a property called Require authentication for user signature is configured to require users to authenticate when providing a full name signature. Active Check box to activate the survey definition. When the Active check box is cleared, new survey instances cannot be generated and users cannot complete existing survey instances. Use the Active check box to deactivate or activate a published survey. Anonymize responses Check box to ensure that all responses for this survey are stored without the submitting user names. When a user submits a survey, the system clears the Assigned to field for the associated survey instance. Also, survey responses for anonymous surveys do not contain Assigned to values. Note: The Assigned to field is cleared. However, each response record includes the Created By and Updated By fields that are accessible to users with the survey_admin role. Send notifications Check box to send a notification that the survey has been taken. State Status of the survey: Draft or Published All rights reserved. 272

273 Field Schedule period Option that determines how often a user can take the same survey and whether the system generates survey instances on a schedule. Note: If you use a trigger condition for a survey, ensure the schedule period is set to No Limit. Trigger conditions use a different method to regulate how often users can receive survey instances. Introduction Introductory content to display on survey questionnaires. Consider adding a company logo, a welcome message, background information about the survey, or instructions. End note Content to display on the screen that appears when someone submits a survey questionnaire. Consider adding a thank you message, follow-up instructions, or other applicable information. Click Submit or Update. Create or modify HR survey categories and questions in non-scoped HR When an HR survey definition is created, a survey category is automatically added. You can create questions that are associated with this category or define another category for questions. Familiarize yourself with the Survey question data types before you begin entering questions. Role required: admin, hr_admin, or hr_manager For example, the HR Request Satisfaction Survey has one category, with four questions about satisfaction with the HR request process. You can define another category to ask about satisfaction with the HR agent who handled the case, or you can add more questions to the existing category. The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. Navigate to HR Administration > Surveys > HR Surveys, and open the survey to add questions. In the Metrics Categories related list, complete one of the following actions. Option Add or edit questions in an existing category Click the category name. Add a category and questions Click New. Enter the category name and description, right-click the form header, and click Save. The Survey Category form that appears includes the Assessment Metrics related list, which contains any questions that are already defined. To edit a question, complete the following steps. a) Click the question text and edit the fields on the form. b) Click Update All rights reserved. 273

274 c) 5. If required by the question type, add definitions in the Assessment Metric Definitions related list. For example, Likert and numeric scale data types require the scale metric definitions. To add a question, complete the following steps. a) Click New and complete the form. b) Right-click the header and click Save. Additional fields may appear based on the selected data type. For example, if you select Choice, you must enter the scale definition. c) If applicable, add definitions in the Assessment Metric Definitions related list. For example, the Choice data type requires that you enter the choices. Click Update. The Survey Definition reopens. Publish a new HR survey in non-scoped HR You must publish a new survey before users can complete it. Role required: admin, hr_admin, or hr_manager After a survey is published, you can edit it and it remains published. The State field on the Survey Definition form indicates whether the survey is published. Navigate to HR Administration > Surveys > HR Surveys, and open the survey to publish. Click Publish. If there are assigned users, the system automatically generates a survey instance. You can click Send Invitations to send a notification to the assigned users with a link. Assigned users can also navigate to Self-Service > My Assessments and Surveys to take the survey. Note: A survey cannot be returned to the Draft state after it has been published. You can, however, deactivate a survey by clearing the Active check box. If you want employees to receive a link to a survey, such as the HR Request Satisfaction Survey, create a notification. To get the URL of the published survey so it can be included in the notification, click the View Survey URL related link. You can copy the URL and paste it as a hyperlink in the notification. Create a trigger condition for an HR survey in non-scoped HR When you create a new HR survey, you can add a trigger condition to specify when the survey is sent and to whom. Role required: admin, hr_admin, or hr_manager Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. Some of the descriptions use the Incident table as an example; substitute HR case information to create an HR survey trigger condition. Navigate to HR Administration > Surveys > Trigger Conditions. Click New. Complete the form. Table 71: Trigger condition fields Field Assessment Survey to send All rights reserved. 274

275 Field Table Table to run the trigger condition on. You can select only tables in the current application scope. For example, to send a survey whenever an incident closes, select the Incident [incident] table. User field Field that stores the users you want to send the survey. You can select any field, on the selected table or on a referenced table, that references the User [sys_user] table. Use the tree picker to select a field. Note: To avoid requiring users to log in to take a survey with a trigger condition, set the survey to Public. Repeat interval Minimum period that must pass before the trigger condition can resend the survey to the same user. For example, assume the repeat interval is set to 30 days. Even if the same user qualifies for multiple surveys from this trigger condition, the system can send only one survey every 30 days. Note: Ensure that the Schedule period of the selected survey definition is set to No Limit. If the schedule period is set to a different value, it prevents the trigger condition from sending surveys as expected. Application [Admin only] Application is set to Global. Active Check box that determines whether this trigger condition is active (selected). Business rule [Admin only] Business rule the system creates to monitor the selected table. When the condition is met, the business rule sends the survey to the correct user. No configuration is necessary for this business rule. Trigger randomly Check box that determines whether to send the survey to the appropriate user every time the condition is met (cleared) or only a percentage of the time (selected) All rights reserved. 275

276 Field Probability (%) Approximate probability that the survey is sent each time the condition is met. For example, if the probability is set to 50, the system sends the survey approximately 50% of the time the conditions are met. There are no repeat interval restrictions is assumed. This field is visible and required only when Trigger randomly is selected. Related Field 1-4 Field that contains a value you want to store for reporting purposes. You can pick any reference field on the selected table. When the trigger condition generates a survey instance, the system stores the value from the triggering record. Specify up to four fields. For example, select the Incident table, Assigned to and Problem as related fields. The system stores the assigned user and problem associated with the incident as Related record 1 and Related record 2 in the survey instance record. To view the fields, configure the form for any survey instance. Note: You cannot use a related field for the ticket number because you cannot select the Number column. You can, however, use the trigger_id column of the table. Summary information to identify the trigger condition. Note: For a triggered record, the table title is used for the survey description. Condition Condition builder that defines the criteria that must be true to send the survey. For example, to send a survey whenever an incident closes, create the condition [State] [is] [Closed]. Click Submit. Knowledge management in non-scoped HR An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on, in the non-scoped version of HR. HR knowledge management allows you to create and maintain articles specific to HR and share them across the organization. The Human Resources application provides the Human Resources General Knowledge base specifically for this content. Benefits of using this knowledge base include: All rights reserved. 276

277 Employees have one source of information that is easy to search. Information can be kept up-to-date, as knowledge articles have a defined life cycle: Create, review and update, publish, and retire. Contextual search of the HR knowledge base is performed during HR case entry based on words entered in the short description. A list of the relevant articles displays automatically. If an article answers the question, the employee does not need to submit the case. HR agents can attach knowledge articles to HR cases to respond to the employee request. Organizations may have different HR policies and benefits packages based on location or business unit. For example, holiday schedules and medical benefits may vary by country, or different policies may be in effect for a manufacturing plant than for your corporate offices. You can define multiple HR knowledge bases as needed, and define user criteria to specify which knowledge base users have access to. It is important to assign a knowledge manager to each HR knowledge base. Users with the hr_kb_writer role can create and edit HR knowledge articles. The HR knowledge manager has the following responsibilities. Ensure that the HR knowledge base contains all the HR documentation. Devise a way to identify missing content, such as questions from employees that are not answered in knowledge articles, and to add the content. Implement a process for HR knowledge article life cycle: Author, review, update, publish, and retire. Schedule regular review of content so it can be updated or retired. HR knowledge articles are managed through HR Administration > Knowledge Management modules. Attach a knowledge article to an HR case in non-scoped HR You can add a knowledge article to an HR case to help process that record. For example, you can attach an article about the company dress code policy when an HR case is submitted that asks about wearing shorts to work. Role required: hr_basic or hr_case_writer When you open an active HR case record, a list of Knowledge results appears below the comments based on keywords in the text. There are two tabs of results based on the user criteria that is associated with the knowledge base. My Results displays a list of articles you can access. [employee name] Results displays a list of articles that the Opened for employee can access. You can preview an article, and, if it is relevant, attach it to the case. You can also scroll to the Attached Knowledge related list to add or view knowledge articles related to that record. Navigate to HR - Case Management > Case Management and open one of the modules, such as Assigned to me or Open. Open the HR case. Review the list of suggested knowledge articles, and do any of the following: Option Preview the article Click Preview next to the article. After reviewing the article in the pop-up window, click Attach to HR Case if it is relevant, or click (X) to close the article. Attach the article without previewing it Click Attach next to the article. When you attach an article, its text is copied to Additional comments. After you save the case, it appears also in the Attached Knowledge related list. To attach a knowledge article in the Attached Knowledge related list, complete the following steps All rights reserved. 277

278 a) In the Attached Knowledge related list, click Edit. b) Optional: If necessary, change the knowledge base to search within. c) To search for articles based on content in the article, add a condition, for example, [Short description] [contains] [dress code], and click Run filter. d) Select the knowledge base number in the Collection list and click the right arrow to move it to the Attached Knowledge List. When you select an article number, its topic and short description appear below the list. e) Click Save. Organization in non-scoped HR You can create, modify, view, define, and maintain employee data for your organization, in the non-scoped version of HR. Organization information is set up and maintained as follows. HR profiles within the organization User directory with all users in the organization (view only) Organization positions Organization locations (view only) Organization departments (view only HR managers or administrators set up the information. HR agents can create and maintain HR profile records and positions within the organization. Maintaining this data requires a defined process. Positions may be redefined, new areas of expertise may be set up within the HR organization, or new HR request processes may be needed. It is important for an HR administrator to define the process and assign responsibility appropriately so the HR data is accurate. HR profiles within the organization in non-scoped HR HR profile records store confidential employee data, such as name, personal contact information, addresses, employment history, and contacts, in the non-scoped version of HR. HR profile records enable the organization to access and track employee information throughout the period of employment and beyond. HR profile records are associated with user records, but unlike user records, HR profile records are stored confidentially and are not publicly viewable. HR profile records are created as part of an HR process, such as the onboarding process. The default onboarding process creates an HR profile record for the new employee and automatically associates the profile record to the employee user record when the onboarding case is approved. Organizations can use an integration method to populate HR profile records from their employee database. Workday integration is available. In addition, an HR profile is created automatically for Employee Data Management Cases. Note: HR profiles are automatically created or modified when the HR case category is New Hire Onboarding, Employee Information Change, Employee Offboarding, or Employment Verification Letter. Besides basic user information that is also in the user record, the HR profile includes the following sections and related lists All rights reserved. 278

279 Table 72: HR profile sections and related lists Section or related list Notes Comments and work notes. Employment Information Information such as employment status and type of employment, employee number, and start and end dates. Contact Information Information such as address, phone number, personal address. Some field values are copied from the onboarding form or from Workday when that integration is being used. Emergency Contacts A list of the employee emergency contacts. One contact in the list is designated as the primary and others can be entered as alternates. Employment History List of prior employers and dates of employment. The following related lists are automatically populated. You can view records in the list, but you cannot enter new records from the related list. Direct Reports List of the employees who report directly to the user. Colleagues List of other employees who have the same manager as the user. Cases Open HR cases for the user. HR profile and HR case security in non-scoped HR Because HR profile information is sensitive and confidential, it is secured from being viewed by the system administrator. The same is true for some of the information in HR cases and HR tasks. In the system, system administrators with the admin role are able to perform all tasks and view all data. However, HR profile information is confidential and should be viewed only by authorized HR personnel who are assigned a role that includes hr_profile_reader or hr_profile_writer, such as hr_basic. Similarly, for HR cases and HR tasks, only authorized HR personnel should be allowed to view attachments, work notes and comments, description, calendar, and payload (if your company configured the form to show the Payload field). Authorized HR personnel include those who are assigned a role with hr_case_reader and hr_task_reader, such as hr_basic. Therefore, access to specific HR profile, case, and task data is restricted from view by users with the admin role. HR profile information that system administrators can access System administrators cannot create a new HR profile. They can see the list of HR profiles and open HR profile records, but have access only to the following information. The HR profile number and employee's prefix. Employment information that is synchronized with the user record [sys_user]. This includes name, employee number, department, manager, and location. Work contact information, such as work address and work phone number. Personal information is hidden. Comments. Work notes are hidden All rights reserved. 279

280 Information that appears in the following related lists. Emergency Contacts Employment History Direct Reports Colleagues Cases HR case and HR task information that system administrators can access System administrators can view the employee user information, such as location and department, and the short description. Activities, such as state changes, are displayed in the activity stream, but comments and work notes are hidden. When the system administrator opens an HR case or HR task, a message describes the information that is not displayed. Impersonating a user If the system administrator impersonates a user, even if the impersonated user has an HR role that allows access to the HR profile, the system administrator is restricted from viewing HR profile information. The following constraints are applied when a user is impersonated. If the impersonated user has HR profile access, the HR profile list displays a message that the records are removed based on security constraints. No HR profile records are listed. For any impersonated user, the My Profile link from the HR Service Portal displays no profile information. It displays only information in the related lists described above. Customized profile information in non-scoped HR As part of designing the organization's HR processes, you can customize the way HR profile information is processed, in the non-scoped version of HR. Keep in mind that some of the fields that display are referenced from the User [sys_user] table. If you have the hr_admin role you can customize HR profile information. Extend profile information You can collect additional profile information in a separate table. For example, you can create a Dependents table that extends the HR Profile [hr_profile] table. Because profile information is sensitive and confidential, it is secured from being viewed by the system administrator. For more information, see HR profile and HR case security in non-scoped HR on page 279. Associate profiles with user records An employee's HR profile record must be associated with the employee's record in the User [sys_user] table, to ensure that both employee records can be accessed conveniently. During the creation of an HR profile record, you can select the user record to associate with the profile All rights reserved. 280

281 With the default employee onboarding process, this association occurs automatically when an onboarding record is created and approved. As a general practice, retain automatic association for onboarding processes you design. Certain fields are displayed in both the user and HR profile records, but they are in only one of the tables, User [sys_user] or HR Profile [hr_profile]. The following fields are in the User [sys_user] table. Prefix [introduction] First name [first_name] Middle name [middle_name] Last name [last_name] Manager [manager] Department [department] Location [location] The Home phone [home_phone] field is in the HR Profile [hr_profile] table. The following table describes the other fields that are synchronized by the Synchronize fields to hr_profile business rule. Table 73: Fields synchronized using the business rule HR profile [hr_profile] field User [sys_user] field Notes Position [position] Title [title] Position in the HR profile is a referenced field. If the title is updated in the User form and a position record with the same value does not exist, the user sees a message that the HR profile could not be updated. Home address [address] Street [street] Country [country] Country code [country] Although the field names are the same, these fields are of different types. In the HR profile, [country] is a reference field. In the user record, [country] is a choice list. If the country that is selected in the HR profile is not in the choice list, the country code is displayed in the User form instead of the country name. Work [work_ ] [ ] The HR profile contains both personal and work fields, while the user record only contains the work . Work phone [work_phone] Business phone [phone] Work mobile [work_mobile] Mobile phone [mobile_phone] The HR profile contains a personal mobile number field as well as the work mobile phone. The user record only contains one mobile phone number field All rights reserved. 281

282 Note: The User form must be configured to show address, country, , work phone, and mobile phone fields. Create or modify an HR profile in non-scoped HR Employees can directly edit some information in their HR profile, such as emergency contact information, but they are restricted from editing certain fields. If employees want to change information that they are restricted from editing, they must submit requests to HR for the changes. Role required: hr_profile_writer, hr_basic, or hr_manager The HR administrator [hr_admin] can configure which HR profile fields an employee can update. The employee submits an HR employee information change request for information that cannot be updated. To update the HR profile when an employee information change request is assigned to you, complete the following steps. Navigate to HR Administration > Organization > HR Profiles. The HR Profiles list opens. Find the existing HR Profile to update by selecting User from the HR Profiles list dropdown search menu. You can type the user name, and pressing Enter. Also, you can click a profile number to open a user profile. To create an HR profile, click New from HR Profiles. Type the user name in the User field on the HR Profile New record form to create the profile. You cannot change the user name after an HR profile is saved. Click the profile number to open the user profile. The profile opens displaying populated name, manager, department, location, and contact fields from the user record. Complete or update the form with as much additional information as you have. Table 74: HR profile sections and related lists Section or related list Notes Comments and work notes. Employment Information Information such as employment status and type of employment, employee number, and start and end dates. Contact Information Information such as address, phone number, personal address. Some field values are copied from the onboarding form or from Workday when that integration is being used. Emergency Contacts A list of the employee emergency contacts. One contact in the list is designated as the primary and others can be entered as alternates. Employment History List of prior employers and dates of employment. The following related lists are automatically populated. You can view records in the list, but you cannot enter new records from the related list. Direct Reports List of the employees who report directly to the user All rights reserved. 282

283 5. Section or related list Colleagues List of other employees who have the same manager as the user. Cases Open HR cases for the user. Click Submit or Update. Note: Some HR profile information, such as department, is synchronized between the User [sys_user] and HR Profile [hr_profile] records. Updating information in one record automatically applies the updates in the other record. View the user directory in non-scoped HR HR user directory is a view of the corporate user directory with HR case information in a related list. Role required: admin, hr_admin, hr_basic, or hr_manager Corporate user directory refers to the records in the User [sys_user] table. Navigate to HR Administration > Organization > User Directory. Click a user record to view or edit the Human Resources view of a user record. This view is a subset of the user information, including job information and contact details. In addition, there are two related lists: HR Cases: Lists all HR cases for a user. Users: Lists users managed by that user. Define organization positions in non-scoped HR As part of the Human Resources setup process, you define positions to describe employee job functions within the organization. Positions are associated with employees in the HR profile, in the non-scoped version of HR. Role required: admin, hr_admin, hr_position_writer, hr_basic, hr_dispatcher, or hr_manager Create position records for your organization. Other organization information, such as location and department information, is already set up in the system and used in User [sys_user] records. Navigate to HR Administration > Organization > Positions. Click New to create a position, or click an entry to open an existing position. If you view an existing position, the HR Profiles related list displays HR profiles of users assigned to the position. Enter the Position title and select the Department. Click Submit or Update. View organization locations in non-scoped HR Location records store the address and contact details for each site in your organization and are assigned in the HR profile and user records of an employee, in the non-scoped version of HR. The location of an HR agent can be used for automatic assignment of HR cases. Role required: admin or hr_basic HR agents can view locations but do not have permission to update them. Navigate to HR Administration > Organization > Locations. Click a location name to view details for that location All rights reserved. 283

284 View organization departments in non-scoped HR Departments are assigned in an employee's user profile and are synchronized to the HR profile, in the nonscoped version of HR. Role required: admin or hr_basic HR agents can view departments but do not have permission to update them. Navigate to HR Administration > Organization > Departments. Click a department name to view details for that department. HR catalog and templates in non-scoped HR HR catalog and templates contain the catalog items and templates that employees use to request HR assistance, in the non-scoped version of HR. Predefined catalog items have an associated HR case category and HR case template. You can review and modify the predefined catalog items as needed. You can create catalog items to use for other types of HR requests that are important to your organization. Maintain a 1:1 relationship between the catalog item, HR case category, and HR case template. Doing so makes it easier to organize items in the catalog, manage case workload, and produce reports. Manage HR Catalog module lets you create catalog items and automatically create the HR case category and HR case template. Terms used with the HR catalog Several terms used throughout the Human Resources application are synonymous with each other. These items are often referred to one way in the navigator, but when you open the module the name at the top is different. The following list includes terms used for items associated with the HR catalog. Table 75: Synonymous HR Catalog terms Term Synonymous with term Catalog item Record producer HR request HR case HR template Product model or Model Knowledge article Knowledge model It is also important to understand the two types of HR categories. HR catalog categories, which are used to group catalog items in the HR Service Portal or HR Catalog. HR case categories, which are used for reporting and selected to assign a template to an HR case. Typically used when an HR agent is entering a case for a caller through HR Case Management > Case Management > Create New Case. Catalog item planning and creation The following outlines a process to use when planning for and creating catalog items. Define the new catalog item: Determine the purpose of the HR request, and whether it needs variables, tasks, or both. Variables are used to ask questions and to map the answers to fields, such as the comment field All rights reserved. 284

285 Tasks are used to define work that must be completed in a specified order before the request can be completed. Tasks can be assigned to different HR agents. Create the catalog item: Use the Manage HR Catalog module to create a catalog item. It provides a simplified form where you enter a name and description, and select a catalog category, assignment group, and default priority. You can submit or publish the catalog item. If you click Submit, the catalog item is saved but is not active. You can then update it, for example, to add variables, before you publish it. You can publish the catalog item to make it active immediately. When you submit or publish in the simplified form, a catalog item, HR case category, and HR case template are all created. Modify the catalog item: After you create the catalog item, you can access the catalog item or the HR case template from the Manage HR Catalog page. Access the HR case template to add fields, define required skills and assignment group, and add tasks. Access the catalog item to add variables and specify user criteria. HR onboard and offboard task templates in non-scoped HR HR onboard and offboard task templates contain the catalog items and templates that define the onboarding and offboarding tasks, in the non-scoped version of HR. HR onboarding and offboarding task templates define the tasks for onboarding a new hire or offboarding an employee leaving the company. You can have multiple templates. The system prevents duplicated tasks. Conditions determine template assignment. Each template can have multiple conditions. If no conditions are defined, the template is assigned to every onboarded or offboarded employee. Create or modify an offboarding task template in non-scoped HR Offboarding task templates allow you to define assignment tasks for employees leaving the company. Role required: hr_admin or hr_basic You can create offboarding task templates or modify existing ones. Navigate to HR Administration > Catalog & Templates > Offboardiong Task Templates. The Task templates list opens and displays offboarding task templates. Click New to create an offboarding template or open an existing template to modify. The Task templates page opens. Edit the fields as needed. Table 76: HR task template fields Field Name Unique and descriptive name for this template. Active Check to activate the template. HR Category The group of HR catalog items associated with the offboarding task template All rights reserved. 285

286 Field Condition Use the following to create conditions that when met, trigger the use of the offboarding task template. Default templates have the conditions left blank. Default templates are assigned to all offboarded employees. Add Filter Condition Click after the first condition is defined to add more conditions. Skip to the choose field to create first condition. And "OR" Clause Click to create more conditions. Skip to the choose field to create first condition. --choose field-- Select a filter condition. --oper-- Select how to filter the condition --value-- Click and select a value defining the filter condition. Location in --choose field-is in --oper-california in --value-- Creates a condition that assigns this template to all offboarded employees in California Information about this offboarding task template. Click the Form context header and Save to save the template and remain on the Task templates Onboarding page or Submit and return to the Task templates page. To assign offboarding tasks, click Edit. Table 77: HR task template fields Field Add filter Click to add more filters. To run one filter, go to --choose field--. Run filter Click after entering the filter criteria to narrow your search of tasks. --choose field-- Select a filter to narrow your search of tasks. --oper-- Select how to filter the condition. --value-- Enter a value to filter. You can select Assignment group, is, and enter HR to display only tasks assigned to HR All rights reserved. 286

287 Field Collection Select and move onboarding tasks to the right column. Tasks are defined in HR Templates. 7. Click Save and the Task templates page displays. Create or modify an onboarding task template in non-scoped HR Onboarding task templates allow you to define assignment tasks for onboarding new employees. Role required: hr_admin or hr_basic You can create onboarding task templates or modify existing ones. Navigate to HR Administration > Catalog & Templates > Onboarding Task Templates. Task Templates list opens and displays onboarding task templates. Click New to create an onboarding task template or open an existing template to modify. The Task templates page opens. Edit the fields as needed. Table 78: HR task template fields Field Name Unique and descriptive name for this template. Active Check to activate the template. HR Category The group of HR catalog items associated with the onboard template. Condition Use the following to create conditions that when met, trigger the use of the onboarding template. Default templates have the conditions left blank. Default templates are assigned to all onboarded employees. Add Filter Condition Click after the first condition is defined to add more conditions. Skip to the choose field to create first condition. And "OR" Clause Click to create more conditions. Skip to the choose field to create first condition. --choose field-- Select a filter condition. --oper-- Select how to filter the condition All rights reserved. 287

288 Field --value-- Click and select a value defining the filter condition. Location in --choose field-is in --oper-california in --value-- Creates a condition that assigns this template to all onboarded employees in California Information about this onboarding task template. Click the Form context header and Save to save the template and remain on the Task templates Onboarding page or Submit and return to the Task templates page. To assign onboarding tasks, click Edit. Table 79: HR task template fields Field Add filter Click to add more filters. To run one filter, go to --choose field--. Run filter Click after entering the filter criteria to narrow your search of tasks. --choose field-- Select a filter to narrow your search of tasks. --oper-- Select how to filter the condition. --value-- Enter a value to filter. You can select Assignment group, is, and enter HR to display only tasks assigned to HR. Collection Select and move onboarding tasks to the right column. Tasks are defined in HR Templates. 7. Click Save and the Task templates page displays. Manage HR catalog categories in non-scoped HR HR catalog categories provide a way to group HR catalog items, in the non-scoped version of HR. For example, the HR Benefits catalog category contains catalog items such as Retirement and Vacation. Role required: admin, hr_manager, or hr_admin When you create an HR catalog category, assign a catalog item to the category to publish the new catalog category to the HR Service Portal and HR Catalog. An HR case category and HR case template are created automatically. Navigate to HR Administration > Catalog & Templates > Manage HR Catalog. To create or modify a catalog category, perform one of the following actions All rights reserved. 288

289 Option Create a catalog category Click New Category, enter the category name and description, and click Submit. Edit an existing catalog category Point your cursor to the category and click the edit icon. Modify the category or description fields as needed and click Submit. To assign HR catalog items to a category, select the HR category in the list on the left and complete the following steps. a) Click Assign / Remove Catalog Items. b) Select the catalog items to assign and deselect catalog items to remove. c) Click Save. To assign a category to a catalog item, select All Catalog Items in the list on the left and complete the following steps. a) Locate the catalog item on the right and open the Categories choice list. b) Select the categories to assign the catalog item, and deselect the categories to remove the assignment. c) Click Save. Create an HR catalog item in non-scoped HR You can create an HR catalog item from the Manage HR Catalog module, in the non-scoped version of HR. Role required: admin, hr_manager, or hr_admin When you create a new HR catalog item from the Manage HR Catalog module, an associated HR case category and HR case template are created automatically Navigate to HR Administration > Catalog & Templates > Manage HR Catalog. Select the HR category in the list on the left that contains the new catalog item. Click New Catalog Item. Enter the catalog item Name and Short description. The short description is used to help the employee make a selection from the HR catalog. It also appears in the Short description field when an employee selects the catalog item. Select the Catalog category from the choice list. Optional: Select the HR Assignment group to enable an HR agent to be auto-assigned when this catalog item is submitted. Optional: Change the Priority to higher or lower when necessary. Click Publish to save the catalog item and make it available for use immediately. When you click Submit, the catalog item is saved, but is not active. You can update it, for example to add variables, before you publish it. The following three items are created. Catalog item that includes the hrsm_benefit_questions variable set. The defined fields include Opened for, Priority, Short description, and Question. Contextual search of the knowledge base is enabled also for the Short description field. HR case category with the name of the catalog item. HR template with the name of the catalog item All rights reserved. 289

290 When you want to customize the new, published catalog item, for example, to add variables, point and click the edit icon that appears. Follow the steps in Modify an HR catalog item in non-scoped HR on page 290. If you submitted the catalog item without publishing it, its listing has a gray background. When you edit it, be sure to check Active to enable it for use. To edit the associated HR case template, you can click the template icon next to the edit icon. Follow the steps in Modify an HR case template in non-scoped HR on page 29 Modify an HR catalog item in non-scoped HR An HR catalog item is a record producer that enables users to submit HR requests from the HR catalog, in the non-scoped version of HR. You can modify catalog items. Role required: admin, hr_manager, or hr_admin The easiest way to create catalog items is from the Manage HR Catalog module. When you create a catalog item, an associated HR case category and HR case template are also created. You can also attach knowledge articles to the catalog item and customize the catalog item. Some catalog items are predefined. Before you customize the predefined Employee information change, Employee onboarding, or Employee offboarding catalog items, review the following variable conditions. Table 80: Variables in catalog items Catalog item Employee onboarding Ensure that the following variables are entered in the catalog item to correctly populate corresponding mandatory fields in the HR profile: First name, Last name, and Personal . Employee offboarding Ensure that the following variables are entered in the catalog item: Employee to offboard, Offboard type, and Employment end date. Employee information change Ensure the variable names match the field names on the HR Profile table to allow automated updates of shared data through the Employee Change HR Workflow process. You can edit a catalog item after you create it in the Manage HR Catalog module. If you click the edit catalog item icon, it opens the same form described in the following steps. Navigate to HR Administration > Catalog & Templates > Maintain Catalog Items. Open the catalog item to customize. Modify the catalog item as needed, but do not change the Model, which is the HR case template. See../../service-catalog-management/task/t_DefRecProdInSCat.dita for descriptions of the fields on this form. The Category selection in the Accessibility section identifies where the catalog item you are creating appears in the catalog, for example, under Requests or Benefits All rights reserved. 290

291 In the What it will contain section, make sure the Script field includes one of the following scripts based on the HR case type. Option Case Management hr_factory.wrap(current,gs).configure(producer category>"); Employee Change hr_factory.wrap(current,gs).configure(producer category>"); Note: Employee change case type is used for the employee onboarding, offboarding, and information change catalog items Where <HR category> is the case category, such as Onboarding or Benefits, that is displayed in the Category field of a case opened from this catalog item. When you create a new catalog item, the default script must be replaced with one of the scripts listed. Verify that variable names match column names in the HR Profile [hr_profile] table. For example, to have a personal_ catalog item variable, there must be a matching field named personal_ in the hr_profile table. This verification ensures that the value entered in the catalog item is automatically populated in the HR profile and corresponding HR case. Click Update. Add a knowledge article to an HR category item in non-scoped HR You can add a knowledge article to an HR category item to help users access information pertaining to the category, in the non-scoped version of HR. For example, you can attach an article about the company dental benefits to the Dental Benefits category item. Role required: admin, hr_manager, or hr_admin 5. The easiest way to add a knowledge article to a category item is to navigate to HR Administration > Catalog & Templates > Manage HR Catalog. Click the category item you want to add a knowledge article to, such as Dental Benefits. Three icons appear in the bottom right corner of the category item. Click the Manage KB articles icon. The Catalog Item to KB Links list opens. Click New to open the Catalog Item to KB Links new record form. Fill in the required fields, using the reference lookup icon where available. Table 81: Catalog Item to KB Links fields Field Name Descriptive name for the knowledge article. Can be the actual name of the article. Catalog Item Catalog item to link the knowledge article to, such as Dental Benefits. Knowledge Article Knowledge article to link to the catalog item. such as Dental Benefits Enrollment Form All rights reserved. 291

292 Field Managed Document Controlled internal document, such as an insurance provider Dental Claim Form. Active Check box that specifies the category item is in use. Order Order in which the articles are processed in the list. Articles with lower-order numbers appear in the list first. Modify an HR case template in non-scoped HR HR case templates are used to create HR catalog items, in the non-scoped version of HR. HR case templates specify what actions are taken when a certain type of HR case is submitted. Role required: admin or model_manager Several predefined HR case templates are used in HR catalog items. You can modify the predefined HR case templates or create ones. The easiest way to create catalog items is from the Manage HR Catalog module. When you create a catalog item, an associated HR case category and template are also created. You can then customize the HR case template, for example, to add variables. The following list includes ways to customize an HR case template. Specify required skills and assignment group or user. Define tasks for HR agents that must be completed. Define the order of task completion by assigning a task dependency. A template can have attached knowledge models. A knowledge model is a knowledge article that is associated with the template. When a new case is created, the knowledge article is automatically assigned to the case to provide information to the HR agent. You can edit an HR case template after you create the catalog item in the Manage HR Catalog module. If you click the edit HR case template icon for the new catalog item, it opens the same form described in the following steps. Navigate to HR Administration > Catalog & Templates > HR Templates. The Product Models list opens and displays both HR case and HR task templates. Look at the Model categories field to determine whether you are opening an HR case or HR task template. Open an HR case template to modify. If you are creating a template from the list, select HR Case Model in the Interceptor page. Complete the form or edit the fields. As you enter information, you can click the min and max buttons to the right of the Name field to collapse and expand the displayed fields. The fields listed in the table are from the HR case template that is automatically created with a catalog item from the Manage HR Catalog module. Table 82: HR case template fields Field Name Unique and descriptive name for this template All rights reserved. 292

293 Field Short description Content that is copied into the Short description field of an HR request when this HR case template is used to submit an HR request from the associated catalog item. Detailed description copied into an HR request created from this template. Checklist template An informal list of questions or tasks used as a reminder for the HR agent working on this case. Workflow The workflow used to process an HR case from this template. Assignment group The HR group to assign to a case or task when this template is used. The HR group provides the list of HR agents for autoassignment. Skills The skills that the HR agent must have to be assigned to this case or task. Select as many skills as are needed. Click away from the selection list to close it. Your organization configures whether to use skills for auto-assignment. Priority The default priority when the HR request is created from this template. Billable Does not apply to HR cases. The following field is used in several of the predefined templates. Edit fields and add this field to the template to use it in a new catalog item. Suspended reason Information on why the HR agent may need to suspend the parent HR case. Selecting one of the following options places the associated related link in the HR task. User: Request additional user info Document: Request document Other, Company, Group: Suspend case Table 83: Task information Field Copy Task Template The task template to use for this task, if any. Click the link, and then select the template from the choice list. Task type The type of task. HR Task should be selected All rights reserved. 293

294 Field Name Unique and descriptive name for the task. If you are entering a name for a new task, fields for an extra task appear. Note: If you enter information in any of the other fields for a task, the Name field is required. 7. Content that is copied into the description of the task when this HR case template is used. Depends on The task that must be completed before this task can be performed. Options appear in this list after you have created subsequent tasks. Checklist template An informal list of questions or tasks used as a reminder for the HR agent working on this task. To add more fields for either the request or task sections, complete the following steps. a) Click Edit Fields. An add field choice list appears in the Request information and Task information sections. b) Select the field to add. The field is added to the form and you can add more fields, if desired. To attach a knowledge model to the template, scroll to the Model knowledges related list. Complete the following steps for every knowledge model to add. a) Click New. b) Click the lookup icon beside the Knowledge field. c) Locate the knowledge article to add and click its number. d) Click Submit in the Model Knowledge form. Click Save. A new HR task template is created for each HR task you added to the HR case template. Modify an HR task template in non-scoped HR HR task templates are created automatically when you add tasks to an HR case template, in the nonscoped version of HR. HR task templates allow you to define assignment rules for the HR tasks. Role required: admin or model_manager Several HR task templates are predefined, and others may be added as you create HR case templates with associated HR tasks. You can modify any HR task template. Navigate to HR Administration > Catalog & Templates > HR Templates. The Product Models list opens and displays both HR case and HR task templates. Look at the Model categories field to determine whether you are opening an HR case or HR task template. Open an HR task template to modify. Edit the fields as needed All rights reserved. 294

295 Table 84: HR task template fields Field Copy Task Template The task template to use for this task, if any. Click the link, and then select the template from the choice list. Task type Type of task. Name Unique and descriptive name for this template. Short description Content that is copied into the Short description field of an HR task when this template is used. Information about this HR task template. Checklist template An informal list of questions or tasks used as a reminder for the HR agent working on this task. Acknowledgement document Document sent to employee as part of a data management task. Documents are created and maintained in Managed Documents or PDF Document Templates. Estimated work duration Estimated amount of time it takes to complete the task in days, hours, and minutes. Acknowledgement type Method of verification that a data management task was completed. Assign to opened for Check to have task assigned to employee. Leave unchecked to have task assigned to HR Days due before start The number of days before the start date of the employee being onboarded that the onboarding task is due. Assignment group The HR group to assign to a case or task when this template is used. The HR group provides the list of HR agents for autoassignment. Click Update. View or modify HR case categories in non-scoped HR You can view and modify the HR case categories that are created automatically when you create a new catalog item in the Manage HR Catalog module, in the non-scoped version of HR. Role required: admin or hr_admin In the Human Resources application, there is a 1:1 relationship between a catalog item, an HR case category, and an HR case template. If an HR agent creates a new HR case without using a catalog item, selecting the category also selects the associated template. This populates some fields in the form, such All rights reserved. 295

296 as assignment group. Use the Manage HR Catalog module to view case categories and modify them as necessary. 5. Navigate to HR Administration > Catalog & Templates > HR Categories. Select the category to view or modify. You can create a new HR case category, but it is recommended that you use the Manage HR Catalog module to create catalog items and associated categories. Review the details and edit them as needed. If you need to change the template, only templates that are not assigned to a category are listed. The HR case type is useful for filtering reports. Optional: To disable a category you no longer use, clear the Active check box. If you made changes, click Update. HR case categories in non-scoped HR HR case categories are associated with HR catalog items. There is a 1:1 relationship between HR case categories and HR catalog items. The following HR case categories are predefined. Administrators can create new HR categories in the HR Categories module and define catalog items to use the categories. New catalog items can be created in the Manage HR Catalog module, and the associated HR case category is created automatically. Table 85: HR categories Category Example 401(k) Ask about the 401(k) plan. How much can I contribute from each paycheck? Beneficiaries Manage your beneficiaries. Decide who will receive your insurance benefits should you die and what percentage should be distributed. Career guidance Ask a question regarding your What do I have to do to get a career growth and opportunities. promotion to senior level? Dental Benefits Enroll, modify, or ask a question Does my dental insurance cover about your dental benefits. braces? Direct Deposit Enroll, modify, or ask a question Can I deposit my paycheck into about direct deposit. two different bank accounts? Disciplinary Issue Employee change Ask for an update to the HR profile. How do I change my employee's status from temp to permanent? Employee Information Change Request an employee personal information change. My status has changed from single to married. Employee Offboarding Request to offboard an employee. I need to offboard an employee. Employee relations Ask an employee relations question. What should I do about two employees constantly arguing? Employment verification Request a verification of employment. I need verification of employment for my loan All rights reserved. 296

297 Category Example Employment Verification Letter Request an employment verification letter. I need a letter sent to my bank to verify employment for my loan. General Ask a general question for Does the company organize which a specific record producer an end-of-year party for its does not exist. employees? Grievance File a grievance complaint. My office mate talks on the speaker phone and I can't concentrate on my work. HR Password Reset Request password reset for an HR system. I need my HR password reset. HR Portal Support Ask a question about the HR portal or request HR Portal support. I have a technical issue. HR System Access Request or modify access to HR I need access to a particular systems. system. HR System Reports Request or ask a question about an HR report. I need access to a particular report. Leave Request a leave of absence. How do I arrange for paternity leave? Leave General Question Ask a general question about taking time off that is not vacation. What are the approved reasons for taking a leave of absence? Life events Ask a life events and benefits question. How do I change my name in the system after getting married? Medical/dental/vision Ask an insurance question. Can I add my spouse to the vision plan? Medical Benefits Enroll, modify or ask a question about your medical benefits. Does my medical insurance cover me if I am on vacation in another country? New Hire Onboarding Request to onboard an employee. Please onboard a new employee. Offboarding Complete tasks to close a terminating employee's accounts and retrieve company assets. An employee resigns. Onboarding Complete tasks to set up accounts for a new employee and provide company assets, such as a computer. A new employee is hired. Pay Discrepancy Ask about or report a discrepancy in your paycheck. Why is my paycheck less this pay period? Payroll Ask a question about payroll or salary. On what day of the month does my account get credited? All rights reserved. 297

298 Category Example Pharmacy Benefits Enroll, modify, or ask a question Can I get name brand about your pharmacy benefits, medications or does my benefit only include generic when available? Retirement Ask about retirement benefits. What is the minimum age at which I can retire? Retirement 401(k) Ask a 401(k) related retirement question. If I am planning to retire, should I scale back my 401(k) contribution? Tuition Ask a question about tuition. Will I be reimbursed for training tuition? Tuition Reimbursement Request tuition reimbursement. Please reimburse me for the class I just completed. Vacation Ask a vacation question. When will I begin to earn more vacation per year? Vision Benefits Enroll, modify, or ask a question How many pairs of glasses can about your vision benefits. I buy per year as part of the benefit? HR PDF document templates in non-scoped HR HR document templates are used to generate PDF documents that include information from an employee's HR profile, in the non-scoped version of HR. You can generate PDF employment verification letters for existing employees. You configure PDF document templates with your company information and logo. You can configure multiple PDF document templates, for example, if you have different letters for different countries. The following templates are predefined. Employee Verification Letter in Canada Employee Verification Letter in USA Before you begin generating documents you need to configure the templates with your company logo and text. It is recommended that you obtain the following items and information to configure the predefined HR document templates, or to create new ones. A page of your company's letterhead. Copies of your current employment verification letter and offer letter templates, if available. The logo image to use in your header. The header image can be a maximum of 50px high. If your letterhead includes a logo and text, ensure that the logo image includes the text, as you can only configure the image in the header. The logo image to use in your footer, if applicable. The logo image can be a maximum of 15px high. You can configure both an image and text in the footer. Modify an HR PDF document template in non-scoped HR You can modify the predefined HR PDF document templates with your company logo and custom text. Role required: admin, hr_manager, or hr_admin Role required: admin, hr_manager, or hr_admin All rights reserved. 298

299 Each pdf document template contains configurable areas for the header, body, and footer. You can enter the body of the letter in a WYSIWYG text editor, and place variables to retrieve information from the employee's or candidate's HR profile. Navigate to HR Administration > Catalog & Templates > PDF Document Templates. To add a header image, such as your logo, complete the following steps. a) Next to Header image, select Click to add. b) Click Choose File and select the header logo image from your computer, then click OK. c) From the Image position choice list, select the position of the logo. To edit the body, perform the following steps. a) Review the text and update it with the text from your current document template. b) Add any additional variables as needed. The following list contains all variables that you can add. {{Date}} {{Work }} {{Department}} {{Name}} {{Work phone}} {{Employee number}} {{Position}} {{Prefix}} {{Employment status}} {{Time type}} {{Nationality}} {{Employment type}} {{Employment start date}} {{Manager}} {{Gender}} {{New Employee}} {{New Employee Address}} {{Position Title}} {{New Employee Last Name}} {{Position Type}} {{Start Date}} {{Hiring Manager}} {{Yearly Compensation}} {{Overtime Pay Rate}} {{Bonus}} {{Number of RSUs}} {{HR Manager}} {{HR Manager Title}} {{Signature}} {{Start Date}} To modify the list of available variables, edit the generalhrform script include. c) Optional: Use the formatting tools to perform any of the following actions. Format the text Select the text to format and apply any of the formatting options, such as bold, italic, underline, font styling. You can apply justification, bullets, and numbers as needed. Add an image Click the image icon and attach the image or search for it in the image library. You can also add a new image to the library. To configure the footer, perform the following steps. a) If you have a footer image, select Click to add next to Footer image. b) Click Choose File, select the footer logo image from your computer, then click OK. c) From the Image position list, select the position of the logo. d) Enter the footer text, if applicable. The footer text appears based on the selected footer image position. If you selected to position the image on the right or centered, the footer text is left-justified. If you selected to position the image on the left, the footer text is right-justified. If there is no footer image, the footer text is center-justified All rights reserved. 299

300 e) 5. Select the page size. Click Update. Review the look of the generated letter by impersonating an employee and submitting the associated catalog item. You must impersonate the user assigned to work on the case to generate the letter within the HR case. Continue editing and testing the letter template until you are satisfied with the generated PDF. Add an HR PDF document template in non-scoped HR You can add HR pdf document templates for employment verification or job offers as needed. Role required: admin, hr_manager, or hr_admin The easiest way to add a new HR PDF document template is to open one of the existing templates and save it as a new template. The steps below follow this process. 5. Navigate to HR Administration > Catalog & Templates > PDF Document Templates. Open one of the HR PDF document templates of the type that you want to add. Enter a new name. Right-click the form header and select Insert and Stay. The new HR PDF document template is saved and the page refreshes with the new name. Perform any of the following actions to modify the template. For more information about updating the form sections, seemodify an HR PDF document template in non-scoped HR on page 298. Option Update the header logo Select a new image and position, as needed. Update the text Enter and format the text in the Body. Available variables are listed below. Update the footer Select a new footer image and its position, as needed. Modify the text if necessary. Change the page size Select the page size from the choice list. HR PDF document template variables: 6. {{Date}} {{Work }} {{Department}} {{Name}} {{Work phone}} {{Employee number}} {{Position}} {{Prefix}} {{Employment status}} {{Time type}} {{Nationality}} {{Employment type}} {{Employment start date}} {{Manager}} {{Gender}} {{New Employee}} {{New Employee Address}} {{Position Title}} {{New Employee Last Name}} {{Position Type}} {{Start Date}} {{Hiring Manager}} {{Yearly Compensation}} {{Overtime Pay Rate}} {{Bonus}} {{Number of RSUs}} {{HR Manager}} {{HR Manager Title}} {{Signature}} {{Start Date}} Click Update All rights reserved. 300

301 Review the look of the generated letter by impersonating an employee and submitting the associated catalog item. You must impersonate the user assigned to work on the case to generate the letter within the HR case. Continue editing and testing the letter template until you are satisfied with the generated PDF. PDF APIs and PDF document templates in non-scoped HR Use PDF APIs to create PDF document templates. PDF APIs are called through server-side scripts like business rules and script includes. API Details The GeneralFormAPI.setDocument() sets document parameters for PDF generation. The parameters are: setdocument( headerimage Image in the header of the document template., footerimage Image in the footer of the document template., footnote Footnote at bottom center., headerposition Position of header image. Values are Left, Right, and Center., footerposition Position of footer image. Values are Left, Right, and Center., pagesize Sets page size for document template. Values are Letter, Legal, and A View the 'generate()' API function in the GeneralHRForm script include to see how the API works: Code snippet: var generalformapi = new global.generalformapi(this.filename, this.targettable, this.targetid); generalformapi.setdocument(this.headerimage, this.footerimage, this.footnote, this.headerposition, this.footerposition, this.pagesize); generalformapi.createpdf)this.body); Document generation APIs and script includes in non-scoped HR The following APIs and script includes are available for generating PDF documents. The GeneralHRForm script include has the following APIs: API Input Output generate manual (Boolean) Generation status (Boolean) Generates a PDF document. When set to true, generates documents manually. For example, Generate action on Preview Document. This API returns a boolean value when a pdf is generated All rights reserved. 301

302 API Input Output createpdf tablename (String), tableid (String) N/A The inactivaterelateddrafts inactivates draft documents for the tablename and tableid input parameters. When the tableid is the sys_id of a case with child tasks, then draft_documents for the tasks are also inactivated. hasdraftdocument tablename (String), tableid (String) Boolean Returns a boolean value when a draft document is attached. Input parameters are tablename (takes name of the table the draft document is attached), tableid (takes the sys_id of the table). The table can be the HR Task or HR Case when the sys_class_name within the api call. getdraftdocument tablename (String), tableid (String) draft document Glide Record (GlideRecord) Takes tablename and tableid of the record that the draft document is attached to. It returns the draft document GlideRecord matching queried based on input values. remove_all_variables parsedbody (String) parsedbody (String) The remove_all_variables method takes document body and removes tags (${dummy_tag_value}). validatetemplate parsedbody (String), tablename (String) parsedbody (String) Validates tags in a document template body. The variables in the tags are matched against the fields/dotwalked fields of the tablename passed as an input argument. The GeneralFormAPI script include has the following APIs: All rights reserved. 302

303 Output API Input setdocument headerimage (String), N/A footerimage (String), footnote (String), headerposition (String), footerposition (String), pagesize (String) Sets the building blocks/parameters of a document for PDF generation. createpdf body (String), pages (number) Takes body and number of pages and generates the PDF document. After the document is generated, it is attached to the table that the createpdf action is requested. setdoctempleinfo headerimage (String), N/A footerimage (String), footnote (String), headerposition (String), footerposition (String), pagesize (String) A setter method for setting document template building blocks. starthtmlparser N/A N/A Opens a write stream for htmlparser to enable document generation. Output N/A The GeneralPDF script include has the following APIs: API Input setdocument headerimage (String), N/A footerimage (String), footnote (String), headerposition (String), footerposition (String), pagesize (String) Sets document template building blocks. starthtmlparser N/A N/A Opens a write stream for htmlparser to enable document generation. stophtmlparser N/A N/A Closes the write stream after document generation method is complete. addhtml html (String) N/A Appends html snnipets to the document body. addnewpage N/A N/A Moves the cursor to the next page. addcells cells (Object), row_length (String) N/A Adds cells, relevant text, and properties to a table All rights reserved. 303

304 API Input Output addsvg svg (String), position (Object) N/A Adds svg to a document template. setpdfdoc pdfdoc (Object) N/A Sets pdfdoc objects. setproperties properties (Object) N/A Sets document properties. setheader header (String) N/A Sets the header for a document template. Note: Not used. setfooter footer (String) N/A Sets the footer for a document template. Note: Not used. setwatermark watermark (String) N/A Sets watermarks on a generated PDF document. get N/A ByteArrayInputStream Returns a document as a ByteArrayInputStream. HR skills management in non-scoped HR Your organization can define HR skills to establish the qualifications of HR staff, in the non-scoped version of HR. Skills can be included in the auto-assignment process used to assign HR agents to HR cases and tasks. Some HR skills are predefined, and you can create as many other skills as you need. You can assign skills to users or groups. When you assign a skill to a group, the skill is assigned to every group member. Skills can contain other skills. For example, you may have an HR Policies skill that contains Travel & Expense and Corporate Policies skills. You can create skills from the Manage HR Skills module in HR - Administration Catalog & Templates or from the Skills application. However, you must use the Skills application to define the skill hierarchy. Skills and auto-assignment of HR cases and tasks In the Configuration module for Human Resources, the Auto-selection of agents for tasks requires them to have skills option determines whether the organization is including skills in the auto-assignment of HR cases and tasks. If this option is set to some or all, then it is important to ensure that the proper skills are defined and assigned to HR staff. You then assign the necessary skills to the HR case and task templates that are used to create HR cases. For example, an HR task template for submitting a travel & expense policy question is assigned the HR Policies and Travel & Expense skills. When the template is used to submit an HR case, the autoassignment process finds an HR agent with one or both of these skills, depending on the configuration setting All rights reserved. 304

305 Create or modify an HR skill in non-scoped HR You can create HR skills and assign them to HR staff to assist with the auto-assignment of HR cases and tasks. Role required: admin or hr_admin Skills can contain other skills. For example, you may have an HR Policies skill that contains Travel & Expense and Corporate Policies skills. The following procedure describes how to create and edit HR skills from the Skills application. Although you can create and edit skills in the HR - Administration > Catalog & Templates > Manage HR Skills module, you must use the Skills application to assign child skills Navigate to Skills > Skills. Click New or open an existing skill. Enter or edit the skill Name and. Save or submit your changes. To associate child skills, complete the following steps. a) In the Contains Skills related list, click Edit. b) Double-click skills in the Collection list to move them to the Contains Skills List. c) Click Save. If you add child skills to a skill that is assigned to a group, the child skills are assigned to the members of the group. Messages are displayed to notify you of the group members who were assigned the child skills. To assign users to the skill, complete the following steps. a) In the Users related list, click Edit. b) Double-click users in the Collection list to move them to the Users List. c) Click Save. If you add users to a skill with child skills, the child skills are assigned to the user. Messages are displayed to notify you of the skills that were assigned. To associate task models with the skill, complete the following steps. a) In the Models related list, click Edit. b) Enter a term in the filter field above the Collections list to see just the HR models. For example, enter hr if this is a standard prefix used to name tasks that are added to HR templates. c) Double-click a model in the Collection list to move it to the Models List. d) Click Save. Click Submit or Update. Assign an HR skill to a group in non-scoped HR When you assign skills to HR groups, all members of the group inherit the skills and any child skills. Role required: admin or hr_admin Navigate to Skills > Groups. This is the same list that appears under User Administration > Groups. Select the HR group that you want to assign skills to. In the Skills related list, click Edit. Double-click skills in the Collection list to move them to the Skills List All rights reserved. 305

306 5. Click Save. Messages are displayed to notify you of the skills that were assigned to each group member. Figure 18: Messages displayed for group skill assignment Assign an HR skill to a user in non-scoped HR You can assign skills to HR users to facilitate the auto-assignment of HR cases and tasks. For more information about HR skills and the auto-assignment process, see HR skills management in nonscoped HR on page 30 Role required: admin or hr_manager The following procedure describes how to assign HR skills in the Manage HR Skills module. If you want to define a parent and child hierarchy for HR skills, you must use the Skills application. Navigate to HR Administration > Catalog & Templates > Manage HR Skills All rights reserved. 306

307 Figure 19: HR skills assignment Skills appear on the left. Select a skill to see the assigned users on the right. The user cards indicate how many skills each employee is assigned. If no skills are assigned to a user, the number on the user card is red. Skills with no assigned users are red in the skills list. Select a skill in the All Skills list to assign to users All rights reserved. 307

308 Click Assign/remove users. The list of all users in the HR department appears on the right. Users assigned to the skill are highlighted in blue. To search for an HR user, type any information, such as name, location, or title, in the search box above the list of users. As you type, the list narrows to display user cards that contain those letters in any field. Perform any of the following actions. Option Assign a user Click the user card. It is then highlighted in blue. Unassign a user Click the highlighted user card. Its highlight is removed. Click Save. To assign other skills to a user, complete the following steps. a) Select All Users in the list on the left and locate the user on the right. b) Click the arrow next to Skills: # in the user card. c) Select the skills for the user, and click Save. To configure skills, perform any of the following actions. Option Add a skill Click New Skill, enter the skill name and description, and click Submit. Edit a skill Click the pencil icon beside the skill name in the HR Skills list. Change the information and click Submit. Configuration in non-scoped HR You can set the configuration of the HR application to determine how to handle day-to-day operations, in the non-scoped version of HR. Role required: admin or hr_admin You must be in the global domain to set HR configuration options. Administrators in domains lower than the global domain can view the Configurations page, but cannot modify the settings. Navigate to HR Administration > Administration > Configuration. The options on the configuration screen are arranged in a multiple-tabbed layout: The Business Process tab contains options for setting up the request life cycle, creating catalogs and requests, and configuring notifications. The Assignment tab contains options for setting up manual and auto-assignment. The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities. The Human Resources tab contains specific options for the HR application. A configuration option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency column must be enabled for the option to be displayed. Select configurations on the Business Process tab All rights reserved. 308

309 Table 86: Business process tab options Field Dependency Select the method for assigning requests. Automate state flows on the Human Resources tab is enabled. Automate state flows on the Human Resources tab is enabled. Lifecycle Assignment method for requests using auto-assignment: Requests are automatically assigned. using a workflow: Select the assignment workflow. manually: Manually assign requests. Note: The assigned state was removed from the base system. When you have customizations that use the assigned state, import it into your current version. Go to your previous instance, copy your custom assigned state (export to XML), and import it to your current instance. Use this workflow to assign requests Select the workflow for assigning requests All rights reserved. 309

310 Field Dependency Lifecycle Assignment method for tasks Select the method for assigning tasks: Automate state flows on the Human Resources tab is enabled. using auto-assignment: Tasks are automatically assigned. using a workflow: You are prompted to select the workflow you want to use for assignment. manually: Manually assign tasks. Use this workflow to assign tasks Select the workflow for assigning tasks. Automate state flows on the Human Resources tab is enabled. Copy task work notes to request Enable this option to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request. Automate state flows on the Human Resources tab is enabled. Catalog and Request Creation Create or update requests by inbound . Enable this option to allow inbound messages to create or update requests. Templates create a dedicated catalog item Enable this option to allow automatic publishing of catalog items for the application. Notification All rights reserved. 310

311 Field Dependency Lifecycle Table Set up notifications for changes to HR cases or tasks. Field Recipients Table: Select whether this notification is sent for a change to the Request or the Task table. Field: Select the field that must change for the notification to be triggered. Recipients: Select the recipients of the notification. If you select a specific user or a specific group, you are prompted to select a user or group. Enter as many notifications as you need. To remove a notification, click the delete (-) icon on the right. Click the Assignment tab and select configurations. Table 87: Assignment tab options Field Dependency Manual Assignment Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task. Auto-Assignment / Scheduling Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task Automate state flows on the Human Resources tab is enabled. Additional Factors All rights reserved. 311

312 Field Dependency Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location get preference. Manual Assignment Auto-selection of agents will consider location of agents Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining autoassignment. Select all to require that an assigned agent has all the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills to perform the task. Select none to autoassign agents without the required skills. Auto-selection will attempt to Enable this option to auto assign the same agent to all assign all tasks for a request tasks in a request to the same agent. Automate state flows on the Human Resources tab is enabled. Assignment method for requests: using autoassignment Assignment method for tasks: using autoassignment Automate state flows on the Human Resources tab is enabled. Assignment method for requests: using autoassignment Assignment method for tasks: using autoassignment Automate state flows on the Human Resources tab is enabled. Assignment method for requests: using autoassignment Assignment method for tasks: using autoassignment Click the Add-ons tab and select configurations. Table 88: Add-ons tab options Field Dependency Documentation Enable a dedicated knowledge base Enable this option to install the knowledge base for the application All rights reserved. 312

313 Field Dependency Documentation Enable managed documents Enable this option to add a related list to managed documents. Enable task activities Enable this option to log the task interactions and communications, such as phone calls and messages. Associated Task Tables Select associated tables 5. Click Add to select more tables. Click the Human Resources tab and select configurations. Note: If you are using Microsoft Internet Explorer 8 or 9, the Human Resources tab does not appear. You can set these properties in the System Properties [sys_properties] table. Table 89: Human Resources tab options Configuration setting HR profile fields that users or managers can Select the HR profile fields that are editable. edit without HR approval include <number of Click Save to exit the selection dialog and fields> save your changes. The personal information fields that you enable, such as name, address, and personal contact information, are editable by employees directly in their HR profile. For example, you may allow employees to edit their home address and personal address, but not their name or marital status. The sensitive and employment information fields marked editable allows the manager of the employee or an HR agent to submit an employee change request. If only editable information is changed, the HR profile is updated and the HR case that is created when the request is submitted and closed. Human Resources group Enter the address for the HR team. This address is for the Contact HR link on the HR Portal. When it is used, an HR case is created using an inbound action All rights reserved. 313

314 Configuration setting Automate state flows Enable this option to use state flows for HR cases and tasks. Disable it to use only workflows to automate the status of HR cases and tasks. If state flows are automated, HR agents are not able to manually change the state of HR cases and tasks. If state flows are not automated, the state of HR cases and tasks can be changed manually. Also, the HR business rules that invoke the state flow process are inactive. Default HR case priority for VIP user is 2High 6. Select the default priority to assign to an HR case that is entered for a VIP user. Click Save. Clicking Save on any tab saves all configuration settings. HR profile editable field configuration in non-scoped HR An option in Human Resources Configuration provides a list of HR profile fields that can be enabled for edit. Understand the difference between how the personal and the employment information fields are updated in the HR profile based on this configuration. Typically, organizations allow employees to update certain personal information, but not sensitive and employment information. HR agents or the manager of the employee changes sensitive information. For example, employees can change their home address and personal address, but the manager must update the position when the employee is promoted. The HR profile fields that users or managers can edit without HR approval include <number of fields> option in Human Resources Configuration provides the list of editable HR profile fields. The following list of fields indicates which of the configurable fields contain personal and which contain sensitive and employment information. Personal information fields Sensitive and employment information fields Home address Home city Home country Home phone Home state/province Home zip/postal Middle name Personal Personal mobile phone Prefix Work Work mobile Work phone Date of birth Department Employee number Employment end date Employment start date Employment status Employment type Ethnicity First name Gender Last name Location Location type Manager Marital status Nationality Notice period All rights reserved. 314

315 Personal information fields Sensitive and employment information fields Place of birth Position Probation end date Probation period Time type In the configuration option field list, all personal information fields are enabled for edit by default. All employees can open their HR profile from the HRSM Portal and update these fields. If you do not want to allow employees to update one or more of these fields, disable editing by clearing the check box in the configurable list. For example, you may not want employees updating their work address or phone number. ACLs control the HR profile personal information fields, which can be modified when more controlled access is needed. The employment information fields that you enable for edit allow the manager of an employee to update the field. However, the manager cannot open the HR profile of the employee. The manager must submit an employee information change request with the updated information. When the request to change the editable fields is submitted, the HR Employee Change Workflow takes the following actions. Opens an HR case. Updates the HR profile of the employee. Closes the HR case. To update any HR profile fields that are not editable, employees or their managers submit an employee information change request. An HR case is created and the HR Employee Change Workflow is started. The workflow requires that the change request is approved. When it is approved, the fields are updated and the HR case is closed. Assignment rules in non-scoped HR You can define rules to assign cases to specific users or groups automatically based on the rule conditions, in the non-scoped version of HR. Assignment rules help quickly assign new or modified HR cases for resolution. For example, an assignment rule could specify that cases submitted by users in Germany are automatically assigned to the HR group in Berlin. Assignment rules contain the following elements. Applies To: Conditions that must be met for the rule to process. Assign To: Users and groups to assign the case to if the conditions are met. Script: If necessary, entry to customize the assignment rule further. Assignment rules are applied only when an HR case is submitted and either no template was selected or the selected template does not assign the Assignment group. In either of these cases, a predefined assignment rule assigns HR cases to the HR group. If you have more than one HR department, you can remove the HR group assignment from the HR template and use assignment rules to assign the HR group. For example, if you have HR departments in both the U.S. and German offices, you can create an HR group for each office. You set up assignment rules to assign the HR group based on the location of the employee who submitted the HR case. If your organization is using HR skills to qualify HR case assignments, ensure that the assigned user or group members have the required skills. To determine whether skills are being used and assigned, check the following configuration options All rights reserved. 315

316 HR Administration > Administration > Configuration: From the Assignment tab, check Autoselection of agents for tasks requires them to have skills. If all or some is selected, continue to check the following options. HR Administration > Catalog & Templates > HR Templates: Look at the template that corresponds to the assignment rule to see what skills, if any, are required. HR Administration > Catalog & Templates > Manage HR Skills: Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save. Create an HR assignment rule in non-scoped HR Assignment rules are used to assign the HR group when it is not assigned from the catalog item template. You can create HR assignment rules as needed. Role required: admin or hr_admin Navigate to HR Administration > Administration > Assignment Rules. Click New. By default, the assignment rule is for the HR Task [hr_task] table. Complete the form. Table 90: Assignment Rules form Field Name Descriptive name for the HR assignment rule. Order Order in which the rule processes. Rules with lower-order numbers are processed first. If a rule is applied, the rules with a higher-order number are not processed. For example, an assignment rule with order 100 states to assign the case to a group with the specified skill. Assignment rule with order 200 states to assign the case to the group HR. If a group has the specified skill, then it is assigned. If not, then the second rule runs and assigns it to HR. Application Indicates global application scope. Active Check box that specifies the rule is in use. Applies To Table Table with the records that the assignment rule applies to. Default is the HR Task [hr_task] table. Conditions Conditions in which the assignment rule applies. Assign To Applies To User to assign to the case when this rule is applied All rights reserved. 316

317 Field Assign To Group to assign to the case when this rule is applied. Script Script Script to define advanced assignment rule functionality. Current.variable_pool set of variables is available. Note: Two example scripts are provided as a comment. You can modify either script or use the information as a starting point for your own script. Remove the examples when you are finished. Click Update. After creating the assignment rule, you can test it to verify that it works. Test an assignment rule in non-scoped HR You can test a new assignment rule to verify that it works as intended. Role required: admin or hr_admin Create a new HR case. Fill in the fields with data that matches the assignment rule conditions. Submit the HR case. Reopen the case and check that the correct assignment information was added. If the correct assignment information was not added, check to see whether you are using HR skills and if the user has the required skills. HR Administration > Administration > Configuration: From the Assignment tab, check Autoselection of agents for tasks requires them to have skills. If all or some is selected, continue to check the following options. HR Administration > Catalog & Templates > HR Templates: Look at the template that corresponds to the assignment rule to see what skills, if any, are required. HR Administration > Catalog & Templates > Manage HR Skills: Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save. After verifying that the necessary skills are assigned to the correct users, test the assignment rule again. HR Case Management for non-scoped HR HR Case Management holds the details of HR requests, such as requests for information, and HR processes, such as onboarding and offboarding, in the non-scoped version of HR. Users can submit HR cases through the HR Service Portal. HR specialists, generalists, and managers can perform any of the following tasks. Create HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence. Create HR cases for automated HR processes, such as employee onboarding and offboarding All rights reserved. 317

318 View HR case information and manage the overall HR workload. For example, a manager may work with all HR cases that are not assigned. HR cases can have one or more associated HR tasks to manage individual pieces of work within the case. Administrators can customize the predefined HR case processes such as inquiries, onboarding, and offboarding. New HR processes can be designed to meet your organization's requirements. For example, you may have a process for maternity and paternity leave requests that you can automate. Processes may vary depending on the employees they relate to, their teams, locations, positions, and other factors. For example, an onboarding process for a sales employee may differ from the onboarding process for an IT employee, and an employee who travels requires a laptop, but an employee based in the office is given a desktop. After a process is defined, the associated department can set up and maintain the rules and conditions for the process. Example HR request An employee named Alan wants to find out about the company's paternity leave policy. He also wants to discuss flexible working hours around the expected time of the birth of his child. Alan submits an HR request through the HR Service Portal asking about paternity leave policies and requesting a meeting to discuss flexible working hours. 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. Create an HR case in non-scoped HR HR agents can create HR cases for employees, for example, if an employee calls with a question that must be investigated, in the non-scoped version of HR. Typically, employees use the HR Service Portal to create HR cases for themselves by submitting a request through the HR Service Portal or Catalog. Role required: hr_basic or hr_case_writer HR agents can create a new HR case using the Create New Case form. The HR agent can select a category to create standard tasks for each type of case. Navigate to HR Case Management > Case Management > Create New Case. The HR Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage. Complete the fields on the left side of the form. Table 91: HR case fields Field Number The auto-assigned case ID number, which cannot be changed All rights reserved. 318

319 Field Opened for The user who needs HR assistance. Click the lookup icon and select the user. The user's location and department information is filled in automatically if it is known. If you are creating an onboarding case, the user is not yet in the system. Leave this field blank and select the Onboarding category. Location The geographical location of the user associated with the case. Department The department of the user associated with the case. If you select the department, the Manager field is populated if there is an assigned department head. Category The category of the HR case. By selecting the category, you can save the new case and initiate the auto-assignment process, if one is available. Note: Some of the case categories have an associated workflow. If you select the Onboarding category the Create Onboarding User dialog opens. Proceed with step 3 below. HR profile The associated HR profile, if any. Click Create Profile to automatically generate the HR profile if none exists Optional: If you selected the Onboarding category, enter the user's name and address in the Create Onboarding User dialog. Enter a short description. As you enter the short description, a list of knowledge articles matching words you type appears below the notes section. You can preview the articles to determine whether the caller's question is answered. Right-click the form header and click Save. When the new case is auto-assigned, the workflow stage and State fields move to Assigned. The Assignment group and Assigned to fields are populated. You can change these fields if necessary. Knowledge articles that appeared when you entered the short description are listed. There are two tabs; one showing articles that you have access to, and one showing articles that the caller can access. These may be different, for example, if you are located in the U.S. and the caller is located in Mexico and there are different articles for each country's holiday schedule. To preview and attach a knowledge article to the case, complete the following steps. a) Click Preview next to an article. If you know the article contains the information you need without previewing it, click Attach next to the article. The article opens in a pop-up window. Click the up or down arrow to review the previous or next article. Click (X) to close the window All rights reserved. 319

320 b) 7. To attach the article, click Attach to HR Case. The article content is copied into the Activity field. After you update the case, the article appears in the Attached Knowledge related list. Complete the form. Table 92: HR case fields Field State The state of the case. Priority The precedence of the case, based on the category and whether the employee is a VIP. Opened The date and time the case is opened. Opened by The user creating the record. Assignment group The group the record 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. Assignment groups are restricted to those groups with a type of human_resources. Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group. Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the add me icon to include yourself. Skills The required skills of the person assigned to this category of HR case. Short description A brief description of the case. A default value appears if you selected a category. A longer, more detailed description of the case. Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it. 8. Optional: Depending on the case category, HR profile fields may appear. Enter any new or changed profile information for the user. 9. Optional: Click an option under Related Links to add tasks, employment history, or emergency contacts, or to see the caller's organization chart. 10. Click Update All rights reserved. 320

321 After the HR case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended, for example, if the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available. HR managers and administrators can view case SLA records by navigating to HR - Case Management > Case Management > Case SLAs. You can also run SLA reports. Work on an HR case in non-scoped HR You work on an HR case to answer the question or resolve the issue, in the non-scoped version of HR. You can use the HR Case Dashboard to review the priority and work on your assigned cases. Role required: hr_basic or hr_case_writer The HR Case Dashboard shows you, at a glance, how many cases are assigned to you, how many cases are high priority, and the number of breached cases. Your assigned HR cases display in a list. There are several ways that an HR case may be resolved. Enter an answer in the Additional comments field. Attach knowledge articles that describe the benefit or policy in question. Add request items if applicable. For example, a case to change a department and position may require a task to obtain software needed in the new role. Add tasks and assign them to the fulfillment group. Note: The state changes described are for the default HR configuration. Your organization may have configured the workflow. If so, you may experience differences in the process flow. From the HR Case Dashboard or another list of open HR cases, open the HR case to work on. When the name in the Opened for field is in red, the HR case is for a VIP user and prioritized over other cases. The service level agreement (SLA) is set to a shorter duration. Based on the short description, the system looks for similar cases that may help you resolve this HR case. As you look at the HR case details, review the Similar Cases related list. Also, you can see which knowledge base articles the user looked at by reviewing the KB article read by user (#) related list. Optional: If the HR case is assigned to someone else and you are taking it over, click Assign to Me at the top of the form. The form refreshes and your name appears in the Assigned to field. If the state is Draft or Ready, click Start work in the form header. The state changes to Work in Progress. Perform any of the following actions All rights reserved. 321

322 Option Update employee HR profile information Enter information in any of the following sections or related lists: Employment Information About Employee Contact Information Emergency Contacts Employment History Note: Depending on the case category, you may not see all sections and related lists. Attach a knowledge article Follow the steps in Attach a knowledge article to an HR case in non-scoped HR on page 277. Request more information Follow the steps in Suspend and resume an HR case in non-scoped HR on page 32 Order request items Click New in the Requested Items related list. Complete the form and click Submit. Add tasks Click Add Task under Related Links. Select the type of task to create. Complete the form, click Ready for Work, and click Submit. You can reopen the task and click Start Work when the task is assigned to you and you are ready to work on it Optional: To view the manager of the user in the Opened for field, scroll to Related Links and click Show employee org chart. When finished viewing the org chart, click the back arrow on the upper left. Optional: If you determine that the case can be canceled, click Cancel at the top of the form. A popup window appears. Write the reason for canceling the case in thework note field and click OK. Optional: To add a checklist, click the arrow beside Checklist and select the checklist to add. To create a new checklist, perform the following steps. Checklist appears if the administrator configured the form to display it. a) Click the arrow beside Checklist and select Create new. b) Enter the first item in the text box that appears and press the enter key. c) Enter subsequent items to complete the checklist. d) Optional: To save the checklist for reuse, click the arrow beside Checklist and select Save as Template. Enter the name and click Save. You can click the minus icon to the right of a checklist item to delete it. You can click and drag a checklist item to another position in the list. When finished, perform one of the following actions All rights reserved. 322

323 Option Close the case Enter resolution information and click Comment for the caller to see the note or Work Note for internal information. Click Close Complete at the top of the form. Note: All HR tasks must be closed before the parent HR case can be closed. Save the case to continue working on it Enter work notes describing your progress and click Update. If you closed the case, the state changes to Awaiting Acceptance and the caller is notified to review it and accept or reject the resolution or reopen the case. When it is accepted, the state changes to Closed. If there is no response within two business days, the case closes automatically. If the resolution is rejected, the case is reopened to the Work in Progress state. View and update an HR task in non-scoped HR You can work on the HR tasks assigned to HR cases in the non-scoped version of HR. Role required: hr_basic or hr_task_writer You can view HR tasks from the parent HR case by scrolling to the Tasks related list. To work with HR tasks directly, follow these steps. Navigate to HR Case Management > HR Tasks, and select a module, such as Open or Assigned to me. Click the task to view. Perform any of the following actions. Option Begin working on a new task Click Start work. Note: The parent HR case must be in progress for you to start work on the task. Close a task Enter information in the Work notes field and other fields as needed, and change the State to Closed Complete. Note: All HR tasks must be closed before the parent HR case can be closed. Clone the task to create a new task Click the Clone Task related link. Enter the new task information in the task form and click Update. Cancel the task Click Cancel Task in the form header. Review the progress of sibling tasks Scroll to the Sibling Tasks related list. If sibling tasks are listed, click a task number to see the details. When all tasks are closed for an HR case, an notification is sent to the HR agent who is assigned to the case All rights reserved. 323

324 6. Optional: To suspend the parent HR case service level agreement (SLA) because you need more information, look for one of the following options under Related Links. If one appears, select it and enter a description of the information you need. 5. Request document: Suspend a task because a document is needed. Request additional user information: Suspend a task because more information is needed. Suspend case: Suspend a task for any other reason. When no choices appear and you want to suspend the case, open the parent HR case and suspend it. You can suspend the HR case from more than one task, when needed. The HR case is suspended. The employee receives an notification and responds by providing the information. You are notified when this action is completed. Optional: To add a checklist, click the arrow beside Checklist and select the checklist to add. To create a new checklist, perform the following steps. Checklist appears if the administrator configured the form to display it. a) Click the arrow beside Checklist and select Create new. b) Enter the first item in the text box that appears and press the enter key. c) Enter subsequent items to complete the checklist. d) Optional: To save the checklist for reuse, click the arrow beside Checklist and select Save as Template. Enter the name and click Save. You can click the minus icon to the right of a checklist item to delete it. You can click and drag a checklist item to another position in the list. Click Update. Suspend and resume an HR case in non-scoped HR You can suspend an HR case if you are unable to close the case within the duration specified in the service level agreement (SLA). Role required: hr_basic or hr_case_writer For example, you may need to contact a vendor, such as the insurance administrator or payroll processing company, to obtain the information needed to close the case. After beginning work on the case, you can suspend it until the information is received. This way the HR case does not show that the SLA is breached. When the information is received, you enter it into the case and resume SLA tracking. Open the HR case to suspend. You must begin work on the case before you can suspend it. Click Suspend. The Suspend Reason pop-up window opens. Select one of the following suspension reasons and enter the information you are waiting for. User: If you need more information from the employee before proceeding. Company: If you are waiting for a reply from a vendor or other outside company. Document: If the employee needs to attach documentation to the HR case. Group: If you are waiting for a reply from an internal group. Other: If you suspend the case for any other reason. For example, if you are waiting for the health insurance administrator to investigate an employee claim, select Company for the reason and enter Results of investigation or something similar. Click Suspend All rights reserved. 324

325 5. The SLA stops progressing and the suspension notes appear in the activity stream as work notes. You can continue to add work notes to a suspended case. To resume a suspended HR case, open the case and click Resume. The SLA progress is resumed. Request user documentation in non-scoped HR You can request that an employee attach required documentation to an HR case. Role required: hr_basic or hr_case_writer To request documentation, you suspend the case with a Document suspend reason. The case SLA is stopped and a task is created and assigned to the Opened for employee. Examples of required documentation include the following. Receipts for tuition reimbursement Affidavits of domestic partnership to extend benefits Work visas Open an HR case that requires documentation. Click Suspend. The Suspend Reason pop-up window opens. Select Document from the Reason choice list. Enter a Work Note describing the document that is required to resolve the case. The employee sees this description in the notification they receive. Click Suspend. The case is suspended and a task is assigned to the user who must submit the documents. An notification with a link to the task is sent to the employee. 5. The employee clicks the link in the to open the task. When the documentation is attached, it is automatically set to Closed Complete. The attached documentation is moved to the HR case, and you receive notification that the HR case is resumed and the task is closed. You can click the link in the notification to open the HR case. Review the attachments, and then complete and close the HR case. Escalate an HR case in non-scoped HR You can escalate an HR task if you are unable to resolve the issue. This action reassigns it to the manager of the HR group. Role required: hr_basic or hr_case_writer An HR case may need to be escalated when you encounter any of the following conditions. Are unable to complete the task due to excessive workload. Do not have the necessary skills. Need help with some part of the HR case. An escalated HR case is reassigned to the manager of the HR group assigned to the case. The manager can resolve the case or reassign it to someone with the necessary skills or available time. Note: The manager must be a member of the assigned group. If the manager is not a member of the group, then an error message appears when the escalation is submitted and no action is taken. Open an HR case to be escalated. Under Related Links, click Escalate case. Enter a reason for the escalation in the dialog window that opens. Click OK All rights reserved. 325

326 The case is reassigned to the manager. An notification is sent that contains the escalation reason so the manager can determine how to proceed. HR cases for VIPs in non-scoped HR Your organization can assign VIP status to users, such as the CEO and vice-presidents, to ensure that the resolution of their tasks is given high priority, in the non-scoped version of HR. If your organization uses the VIP feature, set up the following to ensure that VIP HR cases are handled appropriately. Add HR managers to the group HR VIP Watchlist. When an HR case is submitted, members of this group receive notification as the case progresses. Review the HR service level agreement (SLA) for handling VIP cases; the duration is two hours. When the duration is reached, the SLA is breached and the members of the watchlist are notified. Set the default priority to assign to HR cases for VIPs in the Human Resources configuration options. VIP status is assigned to users in the user profile. Organizations using VIP status can customize the user form in the Form Designer to show the VIP check box. You can identify VIP HR cases in the following ways: HR Cases list: A VIP icon appears in the Opened for field. You may have to personalize the list to see the Opened for field. HR Case form: The employee name in the Opened for field is red. HR catalog items: When the form is submitted, a message appears at the top identifying the submitter as a VIP. Checklists in HR cases and tasks in non-scoped HR A feature of tasks is the ability to add a checklist, in the non-scoped version of HR. In an HR case or task, a checklist can serve as a reminder to the HR agent to ensure that the procedure is followed. A checklist can be added as a reminder for just the current case, or the HR agent can save the checklist for reuse. Do not confuse checklists with HR tasks. Here is an example of how both might be used for a request to change employee HR profile information. A manager submits an employee change request through the HR Service Portal when the employee gets a promotion. An HR case is created with the request to change the title and position. This HR case involves changes not only to the HR profile, but also to the records in the payroll and performance management systems for the employee. HR tasks are added to the HR case to update the payroll and performance management systems. Each HR task is assigned to an agent on the appropriate HR team, such as a payroll clerk and an HR generalist. The payroll clerk adds a checklist to the HR task as a reminder of how to time the payroll record update for the correct payroll cycle. The HR agent adds a checklist to the HR case as a reminder to communicate the promotion within the organization. For example, the checklist items are: Get the promotion into next company newsletter Let the manager know when the change reflects in the system Remind the employee to order new business cards, if applicable All rights reserved. 326

327 Enable and reuse checklists The checklist does not appear automatically in the HR case and HR task forms. If you decide to use the checklist feature, the administrator must configure the forms in the form designer to add the checklist formatter. If you plan to reuse checklists for certain types of tasks, determine a naming convention that makes it easy to find the checklist. All checklists are saved in the same list and are available for selection in every type of task. For example, you may construct checklist names to begin with HR and then specify if it is for a case or task, and its purpose. Examples based on the scenario include: HR case promotion reminders HR task payroll timing Approve an HR case in non-scoped HR HR cases may require review and approval before the HR case process can proceed, in the non-scoped version of HR. Role required: hr_admin, hr_approver_user, hr_basic, or hr_manager Approvals can be assigned to individual users or to members of a specified group. For example, all members of the HR group are approvers for the predefined HR processes, such as onboarding and offboarding. Only one member of the group must respond and approve or reject the request for it to proceed. Note: Employee onboarding and offboarding HR cases always require approval. After a new case is submitted, a group approval task is created and approvers are assigned. An notification is sent to all approvers. They appear in the Approvers related list in the HR case. Open the HR case by performing one of the following actions. Click the link provided in the . Navigate to HR Case Management > My Approvals, and then select the record. Navigate to Self-Service > HR Service Portal and click My approvals. Review the HR case and click Approve or Reject. If the request is approved, the process continues and the HR case state moves to Work in Progress. Related items are auto-created, such as HR tasks and requests as defined in the template or workflow. If the request is rejected, the process terminates, the HR case state moves to Closed Incomplete. After one approver responds, the approval state for other approvers changes to No Longer Required. View and manage HR cases in non-scoped HR You can use the Case Management module to view and manage HR cases assigned to you, open and closed cases, as well as unassigned and all cases, in the non-scoped version of HR. Role required: hr_case_reader Navigate to HR Case Management > Case Management, then select one of the following modules. Assigned to me: all cases assigned to the logged-in user. Open: all open cases. Open - Unassigned: all open cases that have not been assigned All rights reserved. 327

328 Closed: all closed cases. All: all cases. Case SLAs: all cases with SLAs. Select the case to view. View and manage HR tasks in non-scoped HR You can use the HR Tasks module to view and manage tasks assigned to you, open and closed tasks, as well as unassigned and all tasks, in the non-scoped version of HR. You can view your HR case-related tasks and manage task work. HR tasks and task states can be viewed at HR Case Management > HR Tasks. HR dashboards and reports in non-scoped HR You can use HR dashboards, reports, and other HR management modules to monitor and manage HR cases and employee satisfaction, in the non-scoped version of HR. Depending on your HR job function, you can use any of the following tools to help you with day-to-day HR operations. Dashboards, including the Overview, Manager Dashboard, and Onboarding Dashboard. Dashboards are a type of homepage containing reports and other widgets. You click a listed record or a segment in a report to see details. HR reports, including those that are available on the dashboards. A number of HR reports are predefined for you, and you can create additional reports. Survey response charts and detail for the HR case satisfaction survey or other HR surveys that you create. HR Performance Analytics You can subscribe to Human Resources Performance Analytics to provide additional metrics for evaluation and planning purposes. Manage HR cases by category in non-scoped HR You can use the Human Resources Overview dashboard to monitor and manage HR cases by category, in the non-scoped version of HR. Role required: hr_basic By default, the Overview dashboard displays the following reports. HR Cases Opened in the Last 6 Months By Category: Evaluate the types of cases that are handled over time and ensure that there is enough skilled HR staff to manage the case load. Active HR Cases by Category: See a pie chart of all open HR cases by category. Active HR Case Breakdown by Category: Review the numbers of HR cases assigned to each HR agent by category so workload can be adjusted if necessary. Active HR Cases Pivot Table by Category: Use another type of report to see HR agent by category. You can customize any dashboard that you can access to add or remove reports and other widgets. For example, an HR benefits administrator may add a report to the Overview dashboard that displays the status of HR cases in the Benefits category. Navigate to HR Case Management > Overview. Perform any of the following actions All rights reserved. 328

329 Option See the information represented by a chart segment Hold your cursor over the segment to see a tooltip with the details. See the corresponding cases for a chart segment Click the chart segment. A list of the cases opens. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Manage HR cases by reporting in non-scoped HR You can use the Human Resources Overview (Reporting) dashboard to monitor and manage HR cases by reporting, in the non-scoped version of HR. Role required: hr_basic By default, the Overview (Reporting) dashboard displays the following reports. Critical Cases Open: Overview. Unassigned Cases: Overview. Open Cases With Breached SLAs: Overview. Cases Awaiting Approval: Overview. New Hires Starting This Month: Overview. Open Cases not Updated for 7 Days: Overview. Open HR Cases - Grouped Bar chart. Open HR Cases Older Than 30 Days - Grouped: Bar chart. Open HR Cases By Priority and State Heatmap chart. Open HR Cases Older Than 30 Days by Priority and State: Heatmap chart. HR Cases Open per Month Line graph. HR Cases Closed per Month: Line graph. You can customize the dashboard to add or remove reports and other widgets. You can group and stack the grouped charts using a chart configuration choice list below the charts. Group and stack by: Priority, State, Category, Assignment group, Department, or SLA. Navigate to HR Case Management > Overview (Reporting). Perform any of the following actions. Option See the information represented by a chart segment Hold your cursor over the segment to see a tooltip with the details. See the corresponding cases for a chart segment Click the chart segment. A list of the cases opens. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Edit the chart or widget, refresh, or close. Click and point to the chart segment. Icons appear in the right upper corner of the chart. Use the HR Manager Dashboard in non-scoped HR Use the Manager Dashboard to monitor HR team effectiveness based on metrics like state of assigned cases by HR agent and service level agreement (SLA) elapsed time percentage, in the non-scoped version of HR All rights reserved. 329

330 Role required: hr_manager By default, the Manager Dashboard displays the following reports: Case Satisfaction Survey - 30 Day AVG: Evaluate the satisfaction of employees with the handling of HR cases. This chart displays information if you ask employees to complete the HR Request Satisfaction Survey. HR Case SLAs by Elapsed Time Percentage: Monitor the time to resolve HR cases and follow up when case SLAs are breached. Active HR Cases by Assignment And State: Review the numbers of HR cases assigned to each HR agent by state, for example, Ready or Work in Progress, to help you evaluate the effectiveness of each HR agent. HR Case Transfer Rate: Review the number of cases transferred to a different HR agent by case category to determine whether the right assignments are taking place. You can customize any dashboard that you can access to add or remove reports and other widgets. For example, an HR benefits administrator may add a report to the Manager Dashboard that displays the assignment and state of HR cases in the Benefits category. Navigate to HR Case Management > Manager Dashboard. Perform any of the following actions. Option See the information represented by a chart segment Hold your cursor over the segment to see a tooltip with the details. See the corresponding cases for a chart segment Click the chart segment. A list of the cases opens. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Monitor HR onboarding cases in non-scoped HR You can use the Onboarding Dashboard to monitor the progress and status of employee onboarding cases, in the non-scoped version of HR. It helps you ensure that onboarding requests are being approved in a timely manner, and that tasks and fulfillment requests are completed before the new employee starts work. Role required: hr_manager You can also use the Onboarding Dashboard to balance the workload of HR agents and recruiters who work on the tasks associated with onboarding. By default, the dashboard displays the following reports. Active HR Onboarding Cases: View a snapshot of each case and its workflow stage and state, and see who it is assigned to. Open Onboarding Cases / Requests Awaiting Approval / Number of HR Profiles: Click any of these quick links to see the corresponding records. HR Onboarding Cases by Location: Review the number of onboarding cases by state for each location. Active HR Onboarding Cases by Assigned To: Evaluate the workload of onboarding cases assigned to each HR agent. Active HR Onboarding Tasks by Assigned To: Evaluate the workload of onboarding tasks assigned to each HR agent. Active HR Onboarding IT Requests: Review a list of IT fulfillment requests by state. An example is the request to set up and deliver a computer to the new employee All rights reserved. 330

331 You can customize any dashboard that you can access to add or remove widgets and reports. For example, an HR recruiting manager may add a report to the Onboarding Dashboard that lists the requests waiting approval grouped by location. Navigate to HR Case Management > Onboarding Dashboard. Perform any of the following tasks. Option See workflow task descriptions in the list of onboarding cases Point your cursor to a workflow icon to see a tooltip with the description. You can also click the arrow to the left of the icons to expand the list of icons and their descriptions. Work on an HR case Click the case number. After you make changes and click Update, the Onboarding Dashboard reopens. See the cases for a chart segment Click the chart segment. A list of the cases opens. Review the cases or tasks assigned to an HR agent Click the name of the HR agent in the Active HR Onboarding Cases by Assigned To or Active HR Onboarding Tasks by Assigned To list. See the status of IT fulfillment requests Click the request state in the Active HR Onboarding IT Requests list. Select a request, and view the items in the Requested Items related list. Save the chart as an image file If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file. Run HR reports in non-scoped HR You can run reports to view and monitor the status of HR cases, in the non-scoped version of HR. Role required: hr_manager or hr_admin Use HR reports to improve overall efficiency and effectiveness. For example, you can view all Employee Relations cases that were created in the past month. Navigate to HR Case Management > Reports. Reports in the HR report group are listed. The icon to the left of the report indicates the type of report, such as a list, pie chart, or bar chart. Point your cursor to the icon to see a pop-up window of report information. Click the star on the left to make the report a favorite; you can filter for favorite reports by clicking the star above the Reports list. Click the name of the report to run. The report opens with the runtime options at the top and the results at the bottom. Perform any of the following actions. Change any runtime option and click Run to see the results. In a list report, click a listed case to see its details. In a chart, click a segment to see the corresponding cases. Publish or schedule the report. Edit the runtime options and save a new report. If you want to create additional HR reports, click Create a report above the Reports list. After you create reports, share them with the HR report group so they can view them on the Reports list All rights reserved. 331

332 Available HR reports in non-scoped HR Predefined HR reports are available in the HR - Case Management > Reports list. Table 93: Available reports Report name Displays Active HR Cases Tabular view of all active cases. Number, Type, Category, State, Short description, Opened by, Assignment group, Assigned to Active HR Cases Pivot Table by Pivot table view of all active Category cases. Assigned to, Category Active HR Onboarding Cases by Assigned To Tabular view of active onboarding cases, grouped by Assigned to. Number, Priority, State, Short description, Opened by, Opened for, Assignment group, Assigned to Active HR Onboarding IT Requests Tabular view of onboarding tasks assigned to IT, for example, for computers and other office equipment. Number, Priority, State, Short description, Assigned to, Location Active HR Onboarding Tasks by Tabular view of open HR tasks Number, Case, Priority, State, Assigned To for active onboarding HR cases, Short description, Assignment grouped by Assigned to. group, Assigned to Case Satisfaction Survey - 30 Days AVG Bar chart showing the averages Average Actual Value, Metric over 30 days of responses to the HR case satisfaction survey. Cases Awaiting Approval Count of unapproved HR cases or requests. Number HR Case SLAs by Assigned Bar chart showing the number of overdue cases by the assigned user. Count, User, State HR Case SLAs by Elapsed Time Percentage Bar chart showing the number of cases by the elapsed time percentage until the SLA is breached. Count, Elapsed time percentage HR Case Transfer Rate Bar chart showing the number of times the assigned HR agent was changed by category for the last six months. Number of reassignments, Category HR Cases Opened Last Month by Category Bar chart of cases raised over the last month by HR case category. Category, Count, Month HR Cases Opened This Month by Category Bar chart of cases raised over the current month by HR case category. Category, Count HR Onboarding by Location Bar chart showing the number of onboarding cases by location. Location, Count All rights reserved. 332

333 Report name Displays My HR Cases by Category Pie chart of cases assigned to you, where each slice represents an HR case category. Category, Count Number of HR Profiles Count of HR profile records. Number Open High Priority Cases Count of active high priority HR cases Number Open Onboarding cases Count of active onboarding cases Number SLA Breached Count of HR cases with a breached SLA Number Unassigned HR Cases List of HR cases not assigned to any user. Number, Type, Category, State, Short description, Opened by, Assignment group, Assigned to HR case SLAs in non-scoped HR HR service level agreements, or SLAs, let you track the progress of HR cases, in the non-scoped version of HR. SLAs are used to ensure that an HR case or task is resolved within a certain amount of time. An SLA is a record that defines a set amount of time for a task to reach a certain condition. For example, a benefits inquiry should be resolved within a few business days, and an onboarding case should be resolved within two weeks. If the case or task does not reach the condition by the set amount of time, it is marked Breached. SLAs are defined in Service Level Management > SLA > SLA Definitions. The following HR SLAs are predefined. Table 94: HR SLAs SLA Assigned to HR Case SLA - 4hours HR cases in the Case Management category that are not entered for a VIP. HR VIP Case SLA - 2Hours HR cases entered for a VIP. HR Change SLA - 2days HR cases in the Employee Change category that are not entered for a VIP. For example, onboarding and offboarding cases are assigned this SLA. One of these SLAs is automatically assigned to each opened case. An administrator can modify these SLAs or create new SLAs for HR cases. Whenever a case is entered, an SLA record is created to track the case duration. You can view the SLA progress and status for cases in any of the following modules for the Human Resources application All rights reserved. 333

334 Table 95: Modules to view HR SLAs HR Module Manager Dashboard Displays the HR Case SLAs by Elapsed Time Percentage report, which shows the aging of active HR case SLAs. Performance Analytics Displays the Active HR Cases SLA Indicator per Week- By AVG chart, which shows the average number of cases that were in each aging bucket, from the past four weeks. Case Management > Case SLAs Displays a list of all HR cases with their SLAs. Reports Lists the HR Case SLAs by Assigned and HR Case SLAs by Elapsed time percentage HR reports, which you can run to view SLA information. The SLA elapsed time is recalculated via scheduled jobs on the Schedule Item [sys_trigger] table. The scheduled job runs based on when the SLA is breached. Table 96: SLA scheduled jobs Name SLA update (already breached) Repeats every day. SLA update (breach after 30 days) Repeats every 5 days. SLA update (breach within 1 day) Repeats every hour. SLA update (breach within 1 hour) Repeats every 10 minutes. SLA update (breach within 10 min) Repeats every 1 minute. SLA update (breach within 30 days) Repeats every day. View the SLA of an HR case in non-scoped HR You can view the SLA record that is created when an HR case is open. Role required: hr_admin or hr_manager Navigate to HR Case Management > Case Management > Case SLAs. You can click the HR case number in the Task column to open the case, or click the SLA definition value to view the SLA conditions. To open the SLA record for a case, click the value in the Stage column All rights reserved. 334

335 Figure 20: SLA record All rights reserved. 335

336 The record includes the actual and business elapsed times and the time left before the SLA is breached. The business elapsed times and time left considers the schedule. In the record example displayed in the figure above, the SLA started at 4:30 PM and the time was paused from 5:00 PM to 8:00 AM. When you are viewing the SLA record, you can perform any of the following actions. To update the SLA percentage and elapsed time values, click Refresh. To recreate and recalculate the SLA record, click Repair. To view the SLA in a graph, click the Show SLA Timeline related link. Evaluate HR survey responses in non-scoped HR After you have collected responses to an HR survey, you can review the survey responses and scorecard, in the non-scoped version of HR. Role required: admin, hr_manager, or hr_admin A scorecard displays charts for survey results, in which category and question responses are analyzed and current ratings are compared with previous ratings. Users can examine ratings over time, compare question ratings, or compare the ratings of all categories. All ratings are averages for the time range selected. The system dynamically updates a scorecard each time you view it, so the ratings reflect recently completed surveys. A scorecard displays charts for survey results, in which category and question responses are analyzed and current ratings are compared with previous ratings. Users can examine ratings over time, compare question ratings, or compare the ratings of all categories. All ratings are averages for the time range selected. The system dynamically updates a scorecard each time you view it, so the ratings reflect recently completed surveys. Navigate to HR Administration > Surveys > HR Surveys. Click the survey to evaluate responses. To review individual responses to each question, click the View Responses related link and perform any of the following tasks. Task Action See individual responses for a metric (question) Expand the metric group in the Metric Results list. View responses based on when the survey was taken Personalize the Metric Results list to include the Created column, and add a filter using the condition builder. For example, to see all responses since the beginning of the month, add this condition: [Created] [at or after] [<select date>] If the survey was not submitted anonymously, you can see how users answered and follow up if necessary. To review the survey scorecard, click the View Scorecard related link and perform any of the following tasks All rights reserved. 336

337 Task Action Display a different view for the scorecard Select the view from the left choice list above the chart. The interactive scorecard displays the name of the survey and results or comparisons of the ratings. You can display results in the following views: following views: Save a chart as an image Category Results Question Results Average Ratings History Click the menu icon and select the type of image file. After the file is generated, click Download. The file is downloaded to the download folder of the browser. Chat for non-scoped HR You can manage and monitor the HR chat queue, as well as create an HR case from a chat, in the nonscoped version of HR. Manage the HR chat queue in non-scoped HR You can configure the HR department chat queue and review the chat records to measure how well employees are being assisted when they initiate a conversation. To use the HR chat queue, the administrator must activate the Human Resources Application: HR Connect plugin. Role required: admin or hr_admin You can configure the assignment group for monitoring the chat queue and the messages that employees see when they initiate a conversation and while they are waiting. You can review the chat records to see how long employees waited for a response and who is accepting the chat requests. Navigate to Collaborate > Connect Support > Support Administration > Queues. Select HR Department Chat Queue from the Chat Queues list. Fill in the fields, as appropriate. Table 97: Chat Queue form Field Name Name of the queue. Active Not used in Connect. Assignment group User group that contains the support staff for the queue. Any user in the group can view the queue in the Connect sidebar and accept chats. No other users can access the queue. This field must be populated All rights reserved. 337

338 Field Average wait time Average time it takes for an agent to accept a chat in the queue. This value is automatically calculated. Do not manually edit. Confirm problem Not used in Connect. Escalate to Different queue to which an agent can escalate a chat. For example, there is a queue for high priority support chats. When a queue is defined in this field, agents can access the Escalate option in conversations. Initial agent response Message that users see when an agent accepts their chat. For example, Thank you for contacting support. We are looking into your question now and will be with you shortly. Not available Message that users see when they attempt to start a chat outside the defined queue Schedule. You can use HTML to format the message and include links or media. Question Initial phrase that users see when they start a new chat in the queue. For example, How can I help you? Schedule Schedule that defines when the queue is available. Leave the field blank to make the queue available all the time. Users cannot start a new conversation in the queue outside the schedule hours. To review conversations associated with the queue, add the Chat Queue Entries related list and review the records for the following information. Option How long the user waited and the result Review information in the State and Wait time columns. Who is actively helping employees in the queue Review the names of agents in the Assigned to column. Monitor the HR chat queue in non-scoped HR Employees can ask a question from the Chat with HR link on the HR Portal. Their question is placed in the HR chat queue, and any HR agent monitoring the queue can respond to it. To use the HR chat queue, the administrator must activate the Human Resources Application: HR Connect plugin. Role required: hr_basic By default, all members of the HR group monitor the HR chat queue. When a question is submitted to the queue, a pop-up notification appears All rights reserved. 338

339 Figure 21: HR chat queue notification Navigate to Collaborate > Connect Support. The Connect workspace opens in a new tab. Click the support tab of the Connect sidebar, indicated by a headset icon ( ). The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation. An agent can also request to transfer a conversation directly to you. Figure 22: Support tab of Connect sidebar Accept a conversation in one of the following ways All rights reserved. 339

340 Option Accept a conversation from a queue Under Queues, click Accept by the queue. The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar. Accept a transfer request Under Cases, click Accept by a transfer request. Figure 23: Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation. Respond to the user and help resolve the issue. By default, your messages are added to the conversation record as comments and are visible to the user. If necessary, you can open a new HR case or incident from the conversation for further investigation. You can also transfer the conversation to a different agent or queue, or escalate the conversation to a higher priority queue. Create an HR case from a chat in non-scoped HR If an HR chat results in the need to open a case, create the case directly from the conversation. Role required: hr_basic or hr_case_writer When you create an HR case from a support conversation, the system copies the conversation history to the case activity stream as comments and work notes. Future messages are tracked in the case as well. Navigate to Collaborate > Connect Support. The Connect workspace opens in a new tab Click the support tab of the Connect sidebar, indicated by a headset icon ( Under Cases, open an HR conversation. ). At the bottom of the conversation, click the menu icon ( ) to open the Connect actions menu. In the Connect actions menu, select Create HR Case. In the conversation tools area to the right of the conversation, a new case form opens in a record tab. The system automatically sets certain fields based on conversation details. Complete the form as necessary and click Submit All rights reserved. 340

341 Any comments or work notes in the record conversation appear as comments on the incident form. Work notes do not appear in the chat for the ESS user. The chat agent can select whether a message is a Comment or Work Note in the conversation. a) In the record conversation, by the text entry field, click the message type icon ( ). b) Select Comment or Work Note. c) Enter a message. By default, record conversation messages are added as comments. Note: If you add an attachment to a record conversation, it is attached to the underlying record as well. The system automatically shares the record in the conversation, copies the conversation to the record activity stream, and references the record on the Chat Queue Entry [chat_queue_entry] table. Any new journal fields added to the record do not appear in the chat. The system also changes the document ID for the conversation to reference the incident number instead of the entry in the Chat Queue Entry table. Signature pad for non-scoped HR Signature pad is a feature that the non-scoped version of HR can use. It captures an electronic signature that can be associated with a document or a task. Use You can send your employees documents that require a user verification such as a digital signature or by typing their name. When signature pad is associated with a document or a task, it captures the drawn signature as an image and stores it in the Signature Image [signature_image] table. Note: Typing a signature provides acknowledgement, but does not capture an image that is stored. The application uses signature pad with onboarding documents like offer letters, background check approval, company policy acknowledgements, and more. The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the Signature Pad [com.snc.signaturepad] plugin. The Signature Image [signature_image] table installs with this plugin. For HR document templates, use the Insert Signature button to insert a variable that prompts a user to sign the document. For HR PDF document templates, use the Employee Signature field name and PDF Template Mappings to prompt a All rights reserved. 341

342 user to sign the document. Refer to HR Document Templates on page 85. Note: Check the generate document UI action condition to ensure this feature works correctly. Examples The HR Delivery System uses PDF documents for various scenarios. An example of the code used to call a UI page or dialog box for the signature pad: An example of the code used in a document after a signature has been accepted and a All rights reserved. 342

343 final PDF document is created: All rights reserved. 343