📌 Overview
HR Case Management in ServiceNow is a centralized system for managing employee HR inquiries and requests. It enables HR teams to efficiently track, resolve, and report on HR issues while maintaining confidentiality and compliance.
Coupled with HR Case Lifecycle, it defines how HR cases are created, worked on, escalated, and resolved.
🎯 What is HR Case Management?
HR Case Management provides HR agents with a structured, auditable way to handle employee requests. It allows:
- Centralized case tracking
- Role-based visibility (employee, HR agent, manager)
- Integration with knowledge articles and HR services
- Automation of task assignment and SLAs
- Analytics and case volume reporting
🔧 Core Features:
| Feature | Description |
|---|---|
| Case Creation | Cases can be created by employees, HR agents, or automatically via workflows or events. |
| Confidentiality & Role-Based Access | Only authorized personnel can view or edit sensitive HR cases. |
| Case Routing | Automatically assign cases to correct HR teams or agents. |
| SLA Tracking | Monitor and enforce time-based service level agreements. |
| Integration with HR Services | Cases are often generated from HR service requests (e.g., onboarding, benefits query). |
🛠️ Ways to Create HR Cases
There are multiple methods to create HR cases in ServiceNow depending on the user role and business process:
.
📝 1 .How to Create an HR Case (HR Agent View)
- Go to:
HR Case Management > Create New Case
Or search: “Create new case” - Search for Employee:
- Type the employee name (e.g., Ryan Knight)
- Select from the list
- Optionally skip verification
- Fill in Case Details:
- COE: Select functional area (e.g., Payroll, Benefits)
- HR Service: Choose the service (Required)
- Opened for / Subject person: Auto-filled from selection
- Work Notes: Add internal notes (not visible to employee)
- Submit Case:
- Click Create Case (top-right or bottom button)
- Review Related Cases:
- Section at the bottom shows existing cases for that employee
👩💼2 . Employee Self-Service via Employee Center / Portal
Employees can:
- Go to the Employee Center (formerly Service Portal).
- Search for or browse HR Services (e.g., “Request a Letter”, “Update Tax Info”). each hr services we see are usually a record producer linked with each unique HR services
- Submit a request, which automatically creates an HR case in the background
🔍 How to View Created HR Cases
🧑💼 For HR Agents / Managers
HR users can view all relevant cases via:
HR Case Management > All Cases
- Classic UI navigation
- Apply filters by:
- Employee name
- COE, State, Created date, Priority
- Topic Category or Detail
👤 For Employees
Employees can view their submitted cases in the Employee Center:
- Go to: Employee Center > My Requests
- They can:
- Track status (e.g., Work in Progress, Awaiting Info)
- Add comments or attachments
- View case history and resolution
🔒 Employees can only see their own cases.
🔄 HR Case Lifecycle
The HR Case Lifecycle defines the stages a case goes through from initiation to closure. Understanding this lifecycle ensures consistent and efficient handling of HR issues.
🧭 Common HR Case Lifecycle Stages:
| State | Description |
|---|---|
| Draft | Case has been created but is not yet ready for work. Often still being edited. |
| Ready | Case is ready to be assigned or picked up by an HR agent. |
| Awaiting Approval | Case requires approval before it can proceed (usually configured per HR service). |
| Work in Progress | HR agent is actively working on the case. |
| Closed Complete | The case was completed successfully and is considered resolved. |
| Closed Incomplete | The case was closed without completing all actions (e.g., employee left, no longer needed). |
| Cancelled | The case is no longer needed and was canceled before completion. |
| Awaiting Acceptance | Awaiting confirmation from the employee (or another stakeholder) before proceeding. |
| Suspended | Work on the case is temporarily paused — e.g., pending external action or policy hold. |
🧠 Additional Capabilities
- Task Assignment: HR cases can spawn child tasks or be linked to Lifecycle Events (e.g., onboarding/offboarding).
- Surveys: Automatically trigger employee surveys upon case resolution.
- HR Service Portal Integration: Employees can log and track cases from the Employee Center.
- Knowledge Articles: Linked for self-service or agent reference.
- Dashboards & Reports: For HR leadership and operations tracking.
🔐 Security and Compliance
HR Case data is highly sensitive. ServiceNow uses:
- Scoped applications (sn_hr_core)
- Data separation via COEs
- Role-based access (e.g.,
sn_hr_core.basic,sn_hr_core.manager) - Audit trails and encryption for compliance
✅ Benefits of HR Case Management
| Benefit | Description |
|---|---|
| Increased HR Efficiency | Less manual work and better case tracking. |
| Improved Employee Experience | Transparent and faster issue resolution. |
| Analytics and Trends | Identify frequently asked questions and service gaps. |
| Automation and Consistency | SLAs, templates, and workflows ensure consistent outcomes. |
