#10 Configuring HR Fulfillment in ServiceNow HRSD

Overview

HR Fulfillment Instructions in ServiceNow provide HR agents with clear, step-by-step guidance on how to resolve specific HR cases. They ensure consistent handling of requests and improve the employee experience.

This article explains how to create a new fulfillment instruction.

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Steps to Create HR Fulfillment Instructions

1. Navigate to Fulfillment Instructions

1. In the Application Navigator, type HR Fulfillment Instructions.
2. Go to HR Administration > HR Services > HR Fulfillment Instructions.
3. Click New to create a new instruction.

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2. Define Basic Information

1. Name – Enter a meaningful name (e.g., Travel Visa).
2. Table – Select HR Case [sn_hr_core_case].
3. Condition – Add a filter condition that specifies when this instruction applies.
   • Example: HR Service is Employee Travel Visa Request.

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3. Add Instructions

1. Scroll to the Instructions field.
2. Enter clear steps for the HR agent to follow.
   • Example for a Travel Visa request:
     1. Check employee details and travel dates.
     2. Collect passport copy and supporting documents.
     3. Submit request to travel agency/immigration team.
     4. Update the case with submission details.
     5. Notify employee when visa is approved.
3. (Optional) Link Knowledge Articles if additional references are available.

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4. Finalize and Activate

1. Mark the record as Active.
2. Set the Order if multiple instructions could apply (lower number = higher priority).
3. Click Submit or Update to save.

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Best Practices

• Keep instructions clear and actionable.
• Use numbered steps for easy following.
• Reuse fulfillment instructions across similar services where possible.
• Regularly review and update instructions as processes change.

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✅ Once saved, the instructions will automatically appear for HR agents when handling the matching HR service case.