Servicenow Rome Employee Service Management Enus

Rome Employee Service
Management
Last updated: November 16, 2021
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Table of Contents
Employee Service Management................................................................................. 1

HR Service Delivery..................................................................................................6
HR Service Delivery overview....................................................................... 12
Safe Workplace.............................................................................................. 16
Emergency Response Management.........................................................436
Case and Knowledge Management........................................................563
Enterprise Service Management Integrations Framework.................... 1106
HR Service Delivery Integration with Cornerstone OnDemand............ 1116
HR Service Delivery integration with Workday....................................... 1124
HR Service Delivery Advanced Integration with Workday....................1136
HR Service Delivery integration with Oracle Cloud HCM......................1152
HR Service Delivery Advanced integration with Oracle HCM..............1157
HR Service Delivery with Ultimate Kronos Group....................................1161
Journey Accelerator.................................................................................. 1168
Enterprise Onboarding and Transitions....................................................1206
Learning Posts............................................................................................. 1321
Learning Core............................................................................................. 1324
Employee Center Pro and Employee Center with HR Service
Delivery........................................................................................................ 1351
Alumni Service Center............................................................................... 1355
Employee Document Management....................................................... 1365
Employee Experience Pack......................................................................1439
HR Predictive Intelligence Workbench....................................................1451
Machine learning solutions for HR Service Delivery............................... 1487
HR Service Delivery Agent Workspace....................................................1498
User Experience for HR Service Delivery..................................................1650
Performance Analytics for HR Service Delivery...................................... 1656
Virtual Agent for HR Service Delivery.......................................................1673
HR Service Delivery Mobile Agent app for HR managers and
agents.......................................................................................................... 1679

iii
Now Mobile app for HR Service Delivery................................................ 1682
Mobile Onboarding................................................................................... 1698
Domain separation and HR Service Delivery......................................... 1705
Quick start tests for HR Service Delivery.................................................. 1708
Migration from Legacy to Scoped HR.................................................... 1714
HR Service Delivery Legacy...................................................................... 1727
Employee Center.............................................................................................. 1932
Exploring Employee Center...................................................................... 1935
Setting up Employee Center.................................................................... 1949
Campaigns for Content Experiences...................................................... 2132
Content Analytics measures employee engagement..........................2143
Configure Employee Center for mobile..................................................2165
Using Employee Center.............................................................................2170
Employee Center reference.....................................................................2245
Granular Delegation......................................................................................... 2260
Exploring Granular Delegation................................................................. 2262
Setting up Granular Delegation............................................................... 2265
Using Granular Delegation........................................................................2270
Workplace Service Delivery............................................................................. 2280
Workplace Service Delivery applications............................................... 2290
Workplace Safety Management............................................................. 2291
Workplace Reservation Management.................................................... 2392
Workplace Case Management............................................................... 2455
Workplace Visitor Management.............................................................. 2504
Workplace Calendar Synchronization.....................................................2525
Workplace Space Mapping..................................................................... 2550
Workplace Space Management.............................................................2564
Workplace Reservations for Microsoft Outlook Add-in..........................2590
Workplace Move Management.............................................................. 2601
Workplace Service Delivery for Mobile................................................... 2615
Legal Service Delivery.......................................................................................2620
Legal Request Management................................................................... 2623

iv
Legal Matter Management...................................................................... 2660
Legal Conflict of Interest........................................................................... 2690
Legal Digital Forensics............................................................................... 2702
Legal Simple Contracts............................................................................. 2729
Legal Stock Preclearance.........................................................................2768
Legal Virtual Agent Conversations.......................................................... 2780
Legal Mobile............................................................................................... 2787
Legal services on the Employee Center portal......................................2799
Security in Legal Service Delivery.............................................................2800
Legal Service Delivery dashboard........................................................... 2800
Domain separation and Legal Service Delivery.....................................2805
Universal Request...............................................................................................2806
Exploring Universal Request...................................................................... 2808
Setting up and configuring Universal Request....................................... 2823
Using Universal Request............................................................................. 2866
Reporting solutions for Universal Request................................................2875
Virtual Agent for Universal Request......................................................... 2884
Universal Request reference..................................................................... 2891
Integrating Universal Request with other applications.......................... 2900
Quick start tests for Universal Request..................................................... 2902
Universal Request in Agent Workspaces................................................. 2903
Universal Task......................................................................................................2915
Exploring Universal Task............................................................................. 2917
Setting up and configuring Universal Task.............................................. 2923
Using Universal Task.................................................................................... 2936
Universal Task reference............................................................................2943
ServiceNow for Microsoft Teams..................................................................... 2948
Overview of IT Service Management integration with Microsoft
Teams........................................................................................................... 2954
Overview of HR Service Delivery integration with Microsoft Teams..... 3027
Overview of Universal Request integration with Microsoft Teams........ 3101
Using ServiceNow for Microsoft Teams.................................................... 3111
Now Mobile app............................................................................................... 3154
v
Now Mobile app demo............................................................................ 3158
Configurations for Now Mobile................................................................ 3164
Index............................................................................................................................... a

vi
Employee Service Management
Create connected, engaging experiences for your employees by using digital
®
workflows with ServiceNow Employee Service Management.
Boost employee productivity and engagement

Delivering easy access to employee services is more important than ever.
Employee Service Management provides connected digital workflows, such
as automated onboarding processes, that give your new hires everything they
need to succeed from day one. As employees continue their journey with
your organization, you can provide HR and IT support that makes it easy for
them to request time off, relocate to a different facility, or upgrade equipment.
Your employees can get what they need, when they need it by maintaining
communication through Slack, Virtual Agent for HR Service Delivery, and other
channels. Whether your employees are working from home or on-site, intuitive
workflows make it easy to break down siloed processes and build bridges
between departments. In a constantly changing workforce, using Employee
Service Management to clear logistical obstacles provides a painless employee
experience and optimum employee productivity.

1
Streamline employee processes
Make it easy for employees to navigate complex processes and

get the information they need in their preferred channels.
Manage a safe, efficient workplace
Automate steps for a safer return to the workplace and always

keep your employee's safety in mind.
Create new ways to work
Reinvent your organization to increase productivity and gain

insights into a changing workforce.
Foster cross-functional collaboration
Provide a unified employee experience across IT, HR, facilities,

legal, and other organizations.
Streamline employee processes

2
Deliver workflows that help employees to navigate complex processes like
onboarding, location changes, and completing to-dos. By leveraging the
®
Employee Center, ServiceNow for Microsoft Teams, or the Now Mobile app,
you can make sure that your employees can get the information and services
they need any time, anywhere.
Manage a safe and efficient workplace
Prioritize the health and safety of your employees with the Safe Workplace suite.
Establish trust with your employees through proactive communication. Provide
employees with self-service reservations using distanced floor plans. You can
also gauge employee readiness to return to the workplace, monitor personal
protective equipment needs, and make informed decisions about workplace
reopening.

3
Create new ways to work
Adapt the way you work to address the evolving needs of your employees. Gain
valuable insight into the volume, types of requests, and the workloads that are
handled by your teams. By deploying HR Service Delivery, Workplace Service
Delivery, and Universal Request, you can ensure that employee requests and
inquiries are fulfilled quickly and efficiently. Your employees can access these
capabilities any time with Now Mobile for HR Service Delivery.
Foster cross-functional collaboration

Utilize Employee Service Management with other features of the Now Platform
to optimize your employee experience. By integrating Service Portal, Walk-up
Experience, and Service Catalog with Employee Service Management, you
can provide your employees with streamlined interactions and easily accessible
services across departments. When you supplement other communication
channels with Knowledge Management knowledge bases and articles, and
provide answers to your employees quickly with Virtual Agent, your employees
can get the help that they need any time.
Get started
• Work with an implementation specialist to achieve your desired business
outcomes. To learn more, visit the Customer Success Center.
• Explore which other tools can optimize your Employee Service Management
experience, like Service Portal, Walk-up Experience, Virtual Agent, Service
Catalog, and Knowledge Management.
4
Notice regarding use by organizations
All decisions in connection with the implementation of this application are at the
sole decision of the Organization utilizing this application. Organizations agree
that use of the application is not a representation by ServiceNow regarding
the application’s compliance with any law or regulation and any suggested
language provided out of the box with the application does not constitute legal
advice by ServiceNow.
Organizations remain solely responsible for complying with their legal obligations
under applicable law, including (but not limited to) data protection and
employment laws, and should modify any language within the templates
provided to meet the Organizations' specific requirements.
Notice regarding use by government agencies

ServiceNow is offering this application to government agencies and their
authorized users, not to government employees in their individual capacities.
Use of the application does not modify any existing, or future entitlements
or payment obligations for ServiceNow software or applications otherwise
purchased by the government agency. ServiceNow shall not be responsible
for any implementation or configuration costs associated with use of the
application unless separately purchased. Government customers are solely
responsible to confirm with the agency’s Ethics Office or its authorized
representative that acceptance and usage of the application is permissible.
All decisions in connection with the implementation of this application are at
the sole decision of the government agency utilizing this application. Agencies
remain solely responsible for complying with their legal obligations under
applicable laws and regulations, including (but not limited to) data protection
and employment laws and regulations, and should modify any language within
the templates provided to meet the agency’s specific requirements.
Products
• Emergency Response Management
• Employee Center
• HR Service Delivery
• Legal Service Delivery
• Now Mobile app
• Now Mobile app for HR Service Delivery
• Safe Workplace suite
• Universal Request

5
• ServiceNow for Microsoft Teams
• Universal Task
• Virtual Agent for HR Service Delivery
• Workplace Service Delivery
HR Service Delivery
Unlock enterprise productivity and give your employees the service experience
®
they deserve with ServiceNow HR Service Delivery. By providing employees
with a single place to manage their work needs while shielding them from back-
end complexity, you can deliver a great experience to meet the demands of a
modern-day workforce.
Put service at the heart of your business

By meeting employees where they are, you empower them to find answers,
get help, and get things done with a simple swipe, click, or chat. Employees
can self-serve through the Now Mobile app and Employee Center. Digital
workflows drive action across any organizational function and can enable every
department to service employees more efficiently and effectively.
View and download the full info card for a highlight of HR Service Delivery
features.
Streamline and automate activities to reopen workplaces after an

emergency
Assess workforce and workplace readiness as you prepare for

employees to return to the workplace after an emergency or
pandemic like COVID-19.

6
Streamline and automate activities in the face of an emergency
Mobilize your business continuity efforts during natural disasters

and pandemics like COVID-19.
Make it easy for employees to get HR services
Give employees anytime, anywhere access to HR services to

increase satisfaction.
Organize employee interactions by functional discipline
Manage employee interactions in a structured and efficient

manner, driving down the cost of service delivery.
Use HR Service Delivery to build great experiences
Replace manual and siloed processes with cross-functional

digital workflows for increased efficiency.
Employee-focused service creates competitive advantage
The intelligent, intuitive, and mobile-first tech that transformed

real life will radically transform work life.

7
Streamline and automate activities to reopen workplaces after an
emergency
®
ServiceNow Safe Workplace applications help you get insights into the
readiness and needs of employees to return to the workplace after an
emergency or a pandemic like COVID-19. You can then automate workflows to
prepare workspaces and safety equipment for their return.
Streamline and automate activities in the face of emergencies
®
Whether you are anticipating or are in the midst of an emergency, ServiceNow
Emergency Response Management applications automate workflows that help
you assess and respond to events while keeping everyone in your organization
informed and connected.

8
Make it easy for employees to get HR services
Give employees anytime, anywhere access to HR services to increase

satisfaction. Omni-channel service through the Now Mobile app and Employee
Center enables employees to find answers, make requests, and get help. You
can integrate with existing HR management systems (HRMS), identity providers
(IDP), background check, e-signature, tax form, and other services to improve
operational efficiency. And you can simplify any process by using intelligent and
automated answers to guide employees.
Organize employee interactions by functional discipline

9
Manage employee interactions in a structured and efficient manner, driving
down the cost of service delivery. A purpose-built Centers of Excellence data
model organizes HR data, services, and processes by functional discipline,
enabling you to support all types of employee requests. You can deliver
intelligence behind every interaction with virtual agents. And a standardized
case and knowledge management system means that live agents have
answers at their fingertips to provide help that is accurate, timely, and
consistent.
Use HR Service Delivery to build and deliver great experiences
Replace manual and siloed processes with cross-functional digital workflows

for increased efficiency. You can orchestrate activities across systems,
departments, and people. Intelligent, no-code builders such as the lifecycle
event builder enable you to easily configure digital workflows for onboarding
and other important life events. And employees get always-on assistance from
virtual agents that speak their language and learn from previous requests.

10
Employee-focused service creates competitive advantage
The intelligent, intuitive, and mobile-first technology that transformed consumers'

lives will radically transform work life. HR Service Delivery groups key applications
into scalable packages that can grow with your business. You can easily
integrate HR Service Delivery with the existing cloud and on-premise HR
management systems you are already using. And by enabling self-service, you
drive down service delivery costs while providing help that is accurate, timely,
and intelligent.
Get started
• Work with an implementation specialist to achieve your desired business
outcomes. To learn more, visit the Customer Success Center.
• Take an HR Service Delivery course to build expertise and realize ROI faster. To
sign up, see ServiceNow training and certification.
• Read the product documentation, beginning with the HR Service Delivery
overview.
Applications and features

• Safe Workplace suite
• Safe Workplace Dashboard
• Contact Tracing
• Employee Readiness Surveys
• Employee Health Screening
• Workplace Safety Management
• Workplace PPE Inventory Management
• Employee Readiness Core

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• Return to Workplace - Employee Experience Pack
• Employee Travel Safety
• Health and Safety Testing
• Vaccination Status
• Safe Workplace for mobile
• Emergency Response Management
• Emergency Outreach
• Emergency Self Report
• Emergency Exposure Management
• Case and Knowledge Management
• Employee Document Management
• Employee Center
• Enterprise Onboarding and Transitions
Note:
The Mobile Onboarding is being deprecated!
With the Now Platform Rome release in September 2021, we started
phasing out support for the Mobile Onboarding. Customers may no
longer activate it, and we are not offering enhancements or non-critical
bug fixes. Mobile onboarding features are available in the Now Mobile
app for HR Service Delivery."
• Now Mobile app for HR Service Delivery
• Performance Analytics for HR Service Delivery
• Predictive Intelligence for HR Service Delivery
HR Service Delivery overview

®
The ServiceNow HR Service Delivery application improves the employee service
experience by automating HR interactions and providing a single platform for all
HR services.
Safe Workplace applications

®
ServiceNow Safe Workplace applications help you prepare your workforce
and workplace to resume operations after emergencies and pandemics like
COVID-19.

12
Employee Readiness Surveys
Use surveys to measure the preparedness of your workforce,
gain insights into workforce readiness, and determine the actions
needed to ensure user wellness, safety, and security.
Employee Health Screening
Screen users before entering the workplace to ensure compliance
with the organization's entry requirements, such as a temperature
check and PPE. Require that users agree to comply with health and
safety policies before they return to the workplace.
Workplace Safety Management
Easily define and reserve workspaces for a safe and managed
process, including scheduled shifts and automated cleaning tasks.
Workplace PPE Inventory Management
Manage your organization’s PPE inventory levels across various
locations and facilities to provide for the physical safety needs of
your workforce.
Safe Workplace Dashboard
Get a centralized view of your workforce and workplace readiness
for a safer, user-ready working environment. Quickly evaluate
your ability to open sites and remain open, based on user and
®
workplace readiness data from the ServiceNow Safe Workplace
applications.
Contact Tracing
Help employers reduce workplace transmission of infectious
diseases, such as COVID-19, by identifying any on-site employees
who might have been in contact with an affected employee.
Health and Safety Testing
Streamline the user health testing process to help organizations
reduce the spread of infectious diseases in the workplace.
Employee Readiness Core
®
Track employee data across all Safe Workplace and ServiceNow
Emergency Response Management applications.
Enterprise Employee Experience Pack
Quickly implement enterprise-wide use cases across multiple
departments using Enterprise Employee Experience Pack.
Employee Travel Safety

13
Help support safe travel for employees by verifying the site safety
and policy compliance of destinations, monitoring employee health
status, and keeping a contact log during travel.
Vaccination Status
®
With the ServiceNow Vaccination Status application, HR
departments can track the status of vaccination programs in the
workplace and collect vaccination data for workforce planning
and workplace readiness needs.
Safe Workplace for mobile
Manage the essential steps for return to workplace from anywhere
using the Safe Workplace for mobile app.
Emergency Response Management applications

Emergency Outreach
Notify users of important information about anticipated or occurring
emergency situations. Send an outreach notification via email,
mobile push message, or SMS message to request a user response.
You can also configure other preferred communication channels.
Emergency Self Report
®
During a crisis, the ServiceNow Emergency Self Report application
gives users a way to notify their organization of their health status. It
also provides a workflow for qualified users to safely return to work.
Managers and response teams can track user reporting.
Emergency Exposure Management
®
The ServiceNow Emergency Exposure Management application
helps identify users who might have been exposed to infectious
diseases by analyzing multiple data sources such as meetings,
location, shifts, Wi-Fi access logs, and badge scans of affected
users.
HR Service Delivery applications

Depending on the HR Service Delivery package you choose, deploy one or
more of the following applications.
Case and Knowledge Management
Standardize the documentation, interaction, and fulfillment of
employee inquiries and requests, improving HR efficiency and
services over time.
Employee Center

14
Provide a single, unified portal for employees to get all the
information, services, and help that they need.
Note: Employee Service Center is also available as a

standalone application.
Enterprise Onboarding and Transitions

Automate onboarding and other employee lifecycle events that
span multiple departments, improving employee satisfaction and
efficiency across HR and other departments.
Supporting applications
You can also deploy the following supporting applications.
• Document Templates to automate and simplify the process of filling, signing,

and reviewing a document online.
• Employee Document Management to secure, retain, access, and purge
employee files with ease using paperless document management. A separate
subscription is required.
• Employee Experience Pack to guide you through the HR processes that
require configuration.
• HR Predictive Intelligence Workbench to guide you through your predictive
machine learning implementation to create intelligent HR processes.
• HR Service Delivery Agent Workspace to interact with employees, respond to
inquiries, and resolve issues quickly as an HR agent.
• Machine learning solutions for HR Service Delivery to help in auto determining
assignment groups and services for HR cases, auto creating cases from emails,
and discovering knowledge articles that help in faster resolution of cases and
tasks.
• Performance Analytics for HR Service Delivery to reduce HR inefficiencies by
reporting and analyzing service delivery performance and quality. A separate
subscription is required.
• Virtual Agent for HR Service Delivery to enable automated chats for
employees requesting HR services.
Mobile applications
You can use the following mobile apps with HR Service Delivery.
Now Mobile app for HR Service Delivery
You can let your employees view HR requests, request help,
complete HR tasks, receive targeted mobile content and push
15
notifications, chat with a virtual agent, and more using the Now
Mobile app for HR Service Delivery.
Mobile Onboarding
Enable your new hires to complete onboarding tasks, receive
targeted mobile content and push notifications, view relevant
media sections, chat with an agent, and more using the Mobile
Onboarding.
Domain separation and HR Service Delivery

Domain separation separates data, processes, and administrative tasks into
logical groupings called domains. You can then control several aspects of this
separation, including which users can see and access data.
• Domain separation and HR Service Delivery
Quick start tests for HR Service Delivery

Copy and customize quick start tests to validate that your instance works after
you make any configuration changes, such as after applying an upgrade or
developing an application.
• Quick start tests for HR Service Delivery
If you are on the legacy version of HR

The legacy (non-scoped) version of HR Service Delivery is only available
for customers that went live with HR in Helsinki or earlier. New features and
functionality are no longer supported on the legacy version and require
migration to the scoped version of HR. The HR Migration tool is available to
facilitate the migration process.
• Migration from Legacy to Scoped HR

• HR Service Delivery Legacy
Safe Workplace
®
ServiceNow Safe Workplace applications help you reopen your workplaces
and support the health and safety of your employees after emergencies and
pandemics like COVID-19.
Workforce readiness
Help employees return to the workplace when they're healthy and ready with
the following Safe Workplace applications.
16
®
With the ServiceNow Employee Readiness Surveys application,
send surveys to help gauge whether users are ready to return to
the workplace. Ask questions to get insights into how users feel
about returning to work, their current health status, and underlying
concerns such as personal health, family obligations, and anxiety
about workplace safety. Based on responses, you can measure
and determine the steps needed to help users feel safe and secure
upon their return.
®
The ServiceNow Employee Health Screening application enables
organizations to screen users before entering the workplace to
ensure compliance with the organization's entry requirements, such
as a temperature check and personal protective equipment (PPE).
Based on their own criteria, organizations can determine whether
it’s safe for the user to enter the workplace. Organizations can use
a reporting dashboard  to view trends by sites and record the return
of users into  their  facilities.

17
Workplace readiness
Prepare your workplace for the return of employees with the following Safe
Workplace applications.
®
Using the ServiceNow Workplace Safety Management application,
quickly configure sanitized and socially distanced workspaces for
the return of users. With department leaders, workplace service
managers can reserve available workspaces for users in shifts.
Workspaces can be scheduled for disinfection before and after
these shifts. Through reports and dashboards, workplace managers
can view how many of the available workspaces have been
reserved. Workplace managers also have a real-time view of all
cleaning task statuses, including a full audit trail history.
Workplace Personal Protective Equipment Inventory Management
®
The ServiceNow Workplace Personal Protective Equipment
Inventory Management application helps you manage and monitor
workplace needs for safety equipment provided to your workforce.
18
A dashboard provides a comprehensive view of inventory by each
facility, an aggregate scope of the entire workplace, and historical
data on how equipment levels have changed over time. You can
update current inventory levels daily for accurate and real-time
inventory management.
Use the Safe Workplace applications together to automate workflows for

determining your employees' readiness and needs for returning to work,
preparing sanitized and socially distanced workspaces, and managing the
inventory of safety equipment for your workforce.
Safe Workplace
Use guided setup to implement Safe Workplace suite apps

The Safe Workplace guided setup provides a sequence of tasks that
help you configure the Safe Workplace and Emergency Response
Management applications on your ServiceNow instance. To open
the Safe Workplace guided setup, navigate to Guided Setup > Safe
Workplace Guided Setup. For more information about using the
guided setup interface, see Using guided setup.

19


®
The ServiceNow Employee Readiness Surveys application lets you evaluate
the readiness of your workforce to return to the workplace by asking users to
complete a survey.
Employee Readiness Surveys is an application that you install to use with
Emergency Outreach. For information about Emergency Outreach and how
surveys are sent via outreach notifications, see Emergency Outreach.

20
After you install the application, the check-in administrator for Emergency
Outreach can view and edit the survey questions to suit your needs. New surveys
can be added, for example, to evaluate users in different regions or address
other concerns.
The check-in administrator sends the surveys to targeted audiences using the
Emergency Outreach notification methods.
Use with other Safe Workplace suite applications

®
Employee Readiness Surveys is part of a suite of ServiceNow Safe Workplace
suite applications. Use it with these other applications to help your organization
prepare its workforce and workplaces to resume operations after emergencies

21
• Before users re-enter workspaces, use the Employee Health Screening
application to screen users and ensure compliance with your entry
requirements, such as a temperature check and PPE.
• With the Workplace Safety Management application, prepare for the
return of users by configuring and maintaining clean and socially distanced
workspaces for them to use.
• You can manage the inventory of safety equipment for your workforce
with the Workplace Personal Protective Equipment Inventory Management
application.
All Safe Workplace suite applications are available in the ServiceNow Store.
Safe Workplace suite for federal customers

Federal customers using IL4 or FedRAMP environments will see the Safe
Workplace suite applications ready and available to install on their
nonproduction instances without having to make any special requests. Licenses
are required to use Safe Workplace suite applications on production instances.
Customers are responsible for configuring the apps to meet U.S. federal
regulations and guidelines.
Installation instructions for self-hosted and federal environments
Type Instructions
®
Commercial on-premise Visit the ServiceNow Store to download and install
the application.
Federal hosted See the Federal downloads for the Emergency
Response Management and Safe Workplace suite
apps [KB0030260] article in the Store Help Center for
more information.
Federal on-premise If you are a federal on-premise customer and you
would like to install this application, reach out to
your sales representative or open a Now Support or
HIWAVE ticket. In the ticket, request to be routed to
the SHOT team.
See the Federal downloads for the Emergency
more information.

22
Installation instructions for self-hosted and federal environments (continued)
Type Instructions
On-premise See the Commercial downloads for the Emergency

more information.
Domain separation for the Employee Readiness Surveys application

Surveys are configured and managed through the Survey Management
application on your ServiceNow instance. For information about how domain
separation is supported, see Domain separation for Survey Management.


23
Install Employee Readiness Surveys
You can install Employee Readiness Surveys if you have the admin role. Installing
Employee Readiness Surveys adds notification options and a default health
readiness survey to the Emergency Outreach app.
Before you begin

Role required: admin
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.
If you've subscribed to the Safe Workplace suite and you already have some
of the apps installed, refer to the following order of installation for the remaining
apps.
• Emergency Outreach (sn_imt_checkin)
• Employee Health Screening (sn_imt_monitoring)
• Workplace PPE Inventory Management (sn_imt_ppe)
• Employee Readiness Surveys (sn_imt_readiness)
• COVID-19 Global Health Data Set (sn_imt_c19datafeed)
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• Contact Tracing (sn_imt_tracing)
• Emergency Self Report (sn_imt_quarantine)
• Workplace Safety Management (sn_wsd_core)
• Safe Workplace Dashboard (sn_imt_dashboard)
• Emergency Response Management for Now Mobile (sn_imt_mobile)
• Employee Travel Safety (sn_imt_travel)
• Health and Safety Testing (sn_imt_health_test)
• Vaccination Status (sn_imt_vaccine)
About this task

The Send Outreach form in Emergency Outreach has an option to send a survey
instead of a health status request. Users with the sn_imt_checkin.checkin_admin
role become owners of the example health readiness survey.
Procedure
1. Navigate to System Applications > All Available Applications > All.
2. Search for Employee Readiness Surveys.
3. Click install.
The Application installation dialog box opens.
4. Optional: Load the demo data by selecting the Load demo data check box.
(Optional) For information about how to install or reinstall demo data after the
initial installation, see the Work around to install demo data if application is
already installed [KB0722909] article in the Now Support Knowledge Base.
5. Click install.
6. When the installation is complete, click Close.
Results
Employee Readiness Surveys is installed on your instance. Use it by navigating to
the Emergency Outreach app.
Configure Employee Readiness Surveys notifications

The administrator can add or modify Employee Readiness Surveys notifications.
Users with the sn_imt_checkin.checkin_admin or survey_admin role can view the
base system survey and copy it to make changes, or add a new survey.

25
Before you begin
The Employee Readiness Surveys application must be installed from the
ServiceNow Store to complete these procedures. The surveys are managed from
the instance Survey Management application.
Modify the Employee Readiness Surveys notification

Modify the Employee Readiness Surveys base system email notification.
Before you begin

Review the details about planning for, creating, and modifying system
notifications by starting with Create an email notification.
Procedure
1. Navigate to Emergency Outreach > Send Outreach, and then click the
Content configuration tab.
2. In the Response Mode field, select Survey.
The Survey field appears and the entry in the Notification field changes to
Outreach Surveys.
3. Click the preview icon ( ) beside the Notification field, and then click Open
record.
4. In the Notification form for this Outreach Surveys notification, modify the
details as needed.
Retain the default Assessment Instance [asmt_assessment_instance] table
value.
5. Click Preview Notification and verify your changes.
6. When you're finished, click Update.
Results
The modified notification is used for future Employee Readiness Surveys
notifications.
Add an Employee Readiness Surveys email notification

Add a new Employee Readiness Surveys email notification to use in Emergency
Outreach to send the survey link.
Before you begin


26
Procedure
1. Navigate to System Notifications > Email > Notifications.
2. Review the existing Outreach Surveys email notification to familiarize yourself
with the scripts and other settings.
Outreach Surveys base system notification
3. Click New.
4. In the Table field, select the Outreach Surveys
[sn_imt_checkin_employee_check_in] table.
5. On the When to send tab, set the conditions.
• Set the Conditions criteria as shown in the image of the base system
notification.
• Enter the Advanced condition script with the following change.
For this line: var thisNotificationSysId =
'a1baaaba71201010fa9b986641bd1ca4';
Replace the sys_id with the sys_id notification that you're adding. To get the
sys_id, open the additional actions menu, and then select Copy sys_id.
6. On the Who will receive tab, open Users/Groups in fields and select Assigned
to.
27
7. On the What it will contain tab, complete the remaining information.
8. Click Submit.
9. In the Notifications list, open the notification that you added and click Preview
Notification.
10. Review the notification and make any necessary modifications.
11. Click Update.
Configure Employee Readiness Surveys

Review the default Employee workplace readiness survey installed with the
Employee Readiness Surveys app. Modify the survey, or create one or more
surveys to use based on the readiness concerns that you want to address and
any legal obligations under applicable law, including data protection laws.
Before you begin

Familiarize yourself with Survey administration. Then meet with other emergency
response team stakeholders to plan the changes to the survey. Decide whether
to edit the existing survey before you send it to employees, or to create one or
more new surveys.
Role required: sn_imt_checkin.checkin_admin, survey_creator, survey_admin, or
admin
About this task

Users with the sn_imt_checkin.checkin_admin role have the survey_creator
role, and are made owners of the default readiness survey. Users with the
survey_creator role can edit or copy the default survey. These users can also
add another readiness survey and add other users as owners to collaborate with
them.
Survey definition owners

28
Procedure
1. Navigate to Surveys > View Surveys and open the Employee workplace
readiness survey.
2. Using the plan that you made for changing the survey, update any of the
following survey elements.
Option Description
Click the lock icon ( ) beside

Add owners Owners to unlock the list of survey
owners. Add the user to collaborate
with on this survey.
Click the Introduction & End Notes
Update the introductory and ending text
section tab and update the text.

29
Option Description
a. In the Metric Categories related list,

click Please complete this confi
dential survey. Questions appear in
the Assessment Metrics related list.
Work with the questions
b. Click the question to open the Sur
vey Question form. Modify and
complete your edits. The answers
are listed in the Assessment Metric
Definitions related list.
In the Assessment Metric Definitions
Work with the question responses related list, select the response to ed
it. Update the response as desired.
3. Complete any other changes to the survey options, and click Update.
Results
The modified survey is used for future outreach surveys.
Add Employee Readiness Surveys

Create one or more additional surveys to use for different workplaces or to
evaluate other areas of concern. Start by planning the surveys carefully to
gather the best data for your evaluation of readiness to return to the workplace.
Before you begin

admin
About this task

Consider how you want to begin to reopen your workplace, and what you
must understand about the employees before you can begin. Work with a
user with the survey_admin role in your company to plan the types of questions
and responses for the survey. For information about adding surveys, see Survey
administration and Survey designer.
Procedure
• To create a survey, navigate to Surveys > View Surveys.
• Select New or Survey Designer and enter the information to complete the
survey from the plan that you made.

30
Decide on a naming convention to use for surveys, so that a user with the
sn_imt_checkin.checkin_admin role knows which one to select when sending
outreach surveys. For example, Readiness survey India or Customer service
employees return readiness.
Related information
Send a readiness survey in Emergency Outreach

Screen users before entering the workplace to ensure compliance with the
organization's entry requirements, such as a temperature check and PPE.
Require that users agree to comply with health and safety policies before they
return to the workplace.
®
The ServiceNow Employee Health Screening application enables organizations
to screen users before entering the workplace to ensure compliance with the
organization's entry requirements, such as a temperature check and personal
protective equipment (PPE). Based on their own criteria, organizations can
determine whether it’s safe for the user to enter the workplace. Organizations
can use a reporting dashboard  to view trends by sites and record the return of
users into  their  facilities.


31
Integrate with Customer Service Management

®
Use ServiceNow Customer Service Management and Employee Health
Screening together to provide consumers and contacts with access to a health
verification form on your Consumer or Customer Service Portals. Conduct health
screenings for consumers and contacts before they can be granted entry to a
location. For more information about using Customer Service Management with
Employee Health Screening, see Integrate Customer Service Management with
Safe Workplace applications.

®
Employee Health Screening is part of a suite of ServiceNow Safe Workplace
• With the Employee Readiness Surveys application, evaluate the readiness of
your users to return to the workplace by asking them to fill in a survey.
• With the Emergency Outreach application, notify employees of important
information about anticipated or occurring emergency situations. Send
an outreach notification via email, mobile push message, or SMS message
to request an employee response. You can also configure other preferred
communication channels.
application.


32
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.



33
Install Employee Health Screening

You can install the Employee Health Screening application if you have the
admin role. This application includes demo data and installs the related store
applications and plugins if they are not already installed.
Before you begin

Ensure that the application and all of its associated store applications have
valid ServiceNow entitlements. For more information, see Get entitlement for a
ServiceNow product or application.
apps.

34
Procedure
2. Find the application using the filter criteria and search field.
You can search for the application by its name or ID. If you cannot find
an application, you may have to request it from the ServiceNow Store.
Visit the ServiceNow Store website to view all the available apps and for
information about submitting requests to the store. For cumulative release
note information for all released apps, see the ServiceNow Store version
history release notes.
3. Click Install.
4. In the Application installation dialog box, review the application
dependencies.
If your application requires other applications, install them first if they are not
already installed.
Installing your application also automatically installs the dependent
applications or plugins if they are not installed already.
5. Optional: If demo data is available and you want to install it, click Load demo
data.
Some applications include demo data, which are sample records that
describe application features for common use cases. Load demo data when
you first install the application on a development or test instance.
Note: If you don't load the demo data for a store application during
installation, it's not available to load later.
6. Click Install.
Components installed with Employee Health Screening

Roles and tables are installed with the Employee Health Screening application.
Note: The Application Files table lists the components that are installed
with this application. For instructions on how to access this table, see Find
components installed with an application.
Demo data is available for this feature.

35
Roles installed
Role title [name] Description Contains roles
Health monitor Use the • report_user

[sn_imt_monitoring.monitoring_user] health
screening • sn_imt_core.reader
page to
record
returning
employee
details. View
employee
health
and safety
status.
Health monitor administrator Configure • report_user
[sn_imt_monitoring.monitoring_admin] properties
and • sn_imt_monitoring.monitoring_user
temperature
overrides
and
view the
dashboard.
Tables installed
Table Description
Request for Entry Results of employee health

[sn_imt_monitoring_request_for_entry] screening events. If the
sn_imt_monitoring.auto_create_request
property is enabled, the table also
includes results from health monitors
looking up an employee's health and
safety status. For results from a health
screening, the Source field is set to
Health screen. For results from a status
lookup, the Source field is set to Auto-
checkin.

36
Table Description
Location Override Locations where temperature

[sn_imt_monitoring_temperature_override] thresholds for employees are different
from the system property threshold.
Employee Health Verification All health verifications submitted by
[sn_imt_monitoring_health_verification] employees.
Visitor Request For Entry Results of visitor health screening

[sn_imt_monitoring_visitor_request_for_entry] events.
Visitor Location Override Locations where temperature

[sn_imt_monitoring_visitor_temperature_override] thresholds for visitors are different from
the system property threshold.
Information Messages Messages provided to specific
[sn_imt_monitoring_information_message] types of users (determined by their
audience) when they attempt to
enter a location.
Configure Employee Health Screening

Set properties to specify the global maximum temperature thresholds in
Fahrenheit and Celsius. Temperatures taken during a health screening are
compared to the global temperature threshold, established by the company, to
allow or deny entry.
About this task

Another property lets you decide whether to generate QR codes when a health
verification is submitted. You can also determine whether to store temperature
readings within the application, and establish overrides by location.
Add an email notification and configure an outreach notification for the daily
health verification. Send the outreach notification on demand or as scheduled
to employees before they return to the workplace. For more information, see
Send notifications for daily health verification.
Set up Employee Health Screening properties

Decide whether you store temperatures recorded during screening events. Also
set the maximum temperature threshold to use to determine whether it is safe for
employees or visitors to enter the workplace.
Before you begin

Role required: sn_imt_monitoring.monitoring_admin or admin

37
About this task
Employers remain solely responsible for complying with their legal obligations under applicable
law, including data protection laws on collection, use, disclosure, and retention of personal
data, and should enable, choose not to enable, or customize any functionality available within
the application to meet the Employers’ specific requirements.
Procedure
1. Navigate to Employee Health Screening > Properties.
2. Set the following property values.
Property Description
Clear health verification daily If the Yes/

sn_imt_monitoring.clear_health_verification_daily the Respo
verification
No every d
time. If the
Verificatio
the emplo
reset to No
This prope
default.
Time to reset health verifications Sets the tim
sn_imt_monitoring.time_to_reset_health_verifications responses
The reset u
each user.
17:00:00, a
verification
time and a
verification
time.
The defau
Limit health verification submissions to once per day. If the Yes/
[sn_imt_monitoring.limit_health_verification_submission] each emp
health ver
the Yes/No
there is no
times per d
submit the

38
Enforce cleared status as condition for Health Screening. If the Yes/

[sn_imt_monitoring.enforce_cleared_status_on_screen] employee
status to g
the Yes/No
health and
automatic
Setting this value to true will track employee temperature. If the Yes/
[sn_imt_monitoring.track_temperature] the tempe
are used o
the emplo
informatio
recording
turned off.
Disable temperature check for vaccinated employees. If the Yes/
[sn_imt_monitoring.disable_temperature_check_for_vaccinated_employees] vaccinate
require a t
health scre
Note:
hidde
for vac
Setting this value to true will track employee PPE data. If the Yes/
[sn_imt_monitoring.track_ppe] the PPE va
to determ
can enter.
stored.
Global property for employee temperature fever cutoff in Fahrenheit. Values Set this thr
at or above this temperature are considered a fever. you consid
in Fahrenh
[sn_imt_monitoring.temperature_threshold_fahrenheit]
employee
Global variable for employee temperature fever cutoff in Celsius. Values at Set this thr
or above this temperature are considered a fever. described
[sn_imt_monitoring.temperature_threshold_celsius]
Setting this value to true will track visitor temperature data. If the Yes/
[sn_imt_monitoring.track_visitor_temperature] the tempe
are used o
the visitor c
is not store

39
and storing
off.
Setting this value to true will track visitor PPE data. If the Yes/
[sn_imt_monitoring.track_visitor_ppe] the PPE va
to determ
enter. This
Global property for visitor temperature fever cutoff in Fahrenheit. Values at Set this thr
or above this temperature are considered a fever. you consid
Fahrenheit
[sn_imt_monitoring.visitor_temperature_threshold_fahrenheit]
workplace
Global variable for visitor temperature fever cutoff in Celsius. Values at or Set this thr
above this temperature are considered a fever. described
[sn_imt_monitoring.visitor_temperature_threshold_celsius]
Setting this property to true will show QR code for entry. If the Yes/
[sn_imt_monitoring.show_qr_code] a QR code
employee
verification
at an entry
to review t
requireme
Note:
create
Readi
For mo
Emplo
Status
The QR co
displayed
the Now M
Create entry request record when screener views Health Status record. If the Yes/
sn_imt_monitoring.auto_create_request selected, a
in the Req
[sn_imt_mo
every time
sn_imt_mo
role views
safety stat

40
code or m
employee
and safety
Access Gr
otherwise
This prope
default.
3. Click Save.
Override maximum temperature by location

Define overrides of the maximum temperature threshold specified in properties
for particular locations. For example, a workplace in Mexico may have a higher
setting because the climate is warmer. Also override the property for whether
QR codes are generated.
Before you begin

Role required: sn_imt_monitoring.monitoring_admin or admin
Procedure
1. To define overrides for employees, navigate to Employee Health Screening
> Location Overrides. To define overrides for visitors, navigate to Employee
Health Screening > Visitor Location Overrides.
2. Click New.
3. On the form, fill in the fields.
Location Override form
Field Description
Location The location to set a different maximum temperature

threshold.
Track temperature Option that indicates whether temperature data is
stored when screened at this location.
Track PPE Option that indicates whether PPE compliance is
stored when screened at this location.
Show QR Code Option that indicates whether to generate a QR code
when an employee health verification is submitted.

41
Field Description
Note: This field

is not used for
visitors.
Unit Temperature measuring unit.
Temperature Employees or visitors must be at or below this
temperature to be considered okay to enter the
workplace.
4. Click Submit.
Modify the employee health verification page

The Employee Health Screening application provides an employee health
verification that is ready to use. However, you can modify the verification if you
want to change the criteria that employees must agree to.
Before you begin

Role required: catalog_admin
Procedure
1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
2. Click the Health verification catalog item.
3. In the Description field, update the criteria that employees must agree to.
4. Click Update.
Modify visitor notification emails

The Employee Health Screening application provides visitor notifications that
are ready to use. However, you can modify the notifications if you want to
customize them for your company.
Before you begin

About this task

The Employee Health Screening application uses the following visitor
notifications.

42
Visitor notifications
Notification Description
Notify When the sn_imt_core.send_email_to_visitor property is enabled,

about this email is sent to the visitor when an employee invites them to
scheduled the workplace. The email is sent immediately after the employee
visit submits the invitation. The email contains a brief confirmation of
the scheduled visit, including information about the date of the
visit and the name of the employee who invited them.
This notification is installed with the Employee Readiness Core
application.
Ask for This email is sent to the visitor before their scheduled visit. The
health sn_imt_core.days_to_ask_for_health_data property sets when
related the email is sent. The email contains information about safety
data from requirements and policies that the visitor must agree to follow.
visitor The visitor must respond Yes to the email to complete the Visitor
Invitation Requirement from Employee Health and Safety Status.
Note: To ensure that a visitor’s requirement status is

updated when the visitor responds to this email, set the
glide.user.trusted_domain property to the default value (*).
For more information, see Inbound mail configuration. If you
need to perform filtering on inbound emails, see Email filters.
This notification is installed with the Employee Readiness Core

application.
Visitor This email is sent to the visitor, the employee who invited them,
Invitation and anyone on the watch list on the invitation. It is sent after the
Criteria visitor responds Yes to the health data email. This email confirms
Met the upcoming visit.
Visitor This email is sent to the visitor, the employee who invited them, and
Invitation anyone on the watch list on the invitation. It is sent after the visitor
Criteria responds No to the health data email. This email asks the visitor to
Not Met reschedule their visit.
For more information about the properties used to configure the email
notifications, see Set up Employee Health and Safety Status properties.

43
Procedure
1. Navigate to System Notification > Email > Notifications.
2. Click the visitor notification that you want to update.
3. In the What it will contain form section, edit the Message HTML field to
customize the notification email.
4. To verify your changes, click Preview Notification.
5. Click Update.
Add message for users during health screening

Add an optional custom message for people to read during their health
screenings with additional information or guidelines.
Before you begin

Role required: sn_imt_monitoring.monitoring_admin
Procedure
1. Navigate to Employee Health Screening > Information Message.
2. Click New.
3. Enter a name for the message in the Name field.
4. Select the users you want to receive the message in the Audience field.
Example
For example, you might have a message or guidelines specifically for users
who work in the IT department.
5. Provide the text for the message in the Message field.
Example
For example, you might want to advise users to remain in a certain location in
the building.
6. Click Submit.
Results
Users in the selected audience will see this message when they complete their
health screening.
Add an email notification for daily health verification

Add an Employee Readiness Surveys email notification to use for sending the
survey link.

44
Before you begin
Procedure
2. Review the existing Daily Health Verification email notification to familiarize
yourself with the scripts and other settings.
3. Click New.
4. In the Table field, select the Health Verification Acknowledgements
[sn_imt_checkin_health_verification_acknowledgement] table.
• In the Send when field, select Record inserted or updated from the drop-
down list.
• Set the Conditions criteria to [User.Active][is][true] and [Acknowledgment
Status][is not][Acknowledged]..
• In the Advanced condition script, enter the following code:
var employeeDailyHealthVerificationSysId = <your-sys_id>
answer = current.employee_check_in.notification =
employeeDailyHealthVerificationSysId;
Replace the <your-sys_id> variable with the sys_id notification that you're
adding by opening the additional actions menu, selecting Copy sys_id, and
pasting the sys_id into the code line.
The following figure shows example settings for the Daily Health Verification
base system notification.

45
to.
7. On the What it will contain tab, complete the remaining information.
8. Click Submit.
Notification.
10. Review the notification and make any necessary modifications.
11. Click Update.
Verify your health status and compliance

Verify that you understand and will comply with your organization's safety
requirements and policies before you can be allowed entry to the location.
Before you begin

Role required: none
About this task

Typically, you receive an email or a mobile notification from your organization
with a link to the health verification form.

46
®
Note: If the ServiceNow Customer Service Management application is
activated, consumers and contacts can access the health verification
form on the Consumer or Customer Service Portals. To set up the health
verification form on the portals, allow external users access to "Health
Verification" catalog item (KB0856301). For more information about
using Customer Service Management with Employee Health Screening,
see Integrate Customer Service Management with Safe Workplace
applications.
Procedure
1. Navigate to the health verification form.
• Click the link provided by your organization.
• In your organization's ServiceNow instance, navigate to Employee Health
Screening > Health Verification.
• In the Now Mobile app, navigate to Health > Follow these safety practices >
Verify my health.
Health verification form
2. Carefully read the form and evaluate whether you can honestly answer that
you agree.
3. Take one of the following actions.
47
Option Description
Select the I acknowledge that I meet

If you agree to all statements
all the above criteria check box.
If you can't agree to one or more of the Exit the form without submitting it.
statements
Confirmation screen
The confirmation screen shows your status for all of your organization's entry
requirements. A large green check mark at the top of the page indicates that
you've completed all requirements. To complete any unfulfilled requirements,
click the link next to the requirement. Some requirements may not have a link.
If you need help with completing the requirements, contact your organization.

48
Note: If your organization does not use QR codes, the confirmation
screen does not display the instructions or the QR code.
4. Optional: If you're returning to an office and need to reserve a workspace,
click Reserve a space.
The link enables you to reserve a space for a specific day. If you want to
reserve a space for a longer period of time, you must request it separately and
wait for the request to be approved. For more information about reserving a
workspace, see Making workplace reservations.
Note: Reserving a workspace requires the sn_wsd_core.workplace_user

role. If you do not see the link to reserve a space, contact your system
administrator.
What to do next
Your organization may have health monitors at entrances to check that you
completed the entry requirements or to conduct a health screening before
entry. If you received a QR code when you submitted the health verification,
navigate to Health > Prepare for arrival > My office entry code in the Now
Mobile app to show your QR code to the health monitor when you arrive at the
location.
Related information
Add an email notification for daily health verification
Configure Emergency Outreach notifications
Review daily health verification acknowledgements
Conduct a health screen for entry

Conduct a health screen before people enter a location, such as employees
returning to the workplace or students returning to campus. Verify the person's
return requirement status on your smartphone, tablet, or computer. Then
complete and submit a health screening form to determine whether the person
is able to enter the location.
Before you begin

Role required: sn_imt_monitoring.monitoring_user
About this task

The following procedure includes the steps your organization might use in
setting up health screening. Some of the steps might not be applicable to your
location.

49
®
Note: If the ServiceNow Customer Service Management (CSM)
application is activated, the health screen can be performed
for CSM consumers and contacts. The customer service agent
[sn_customerservice_agent] and consumer service agent
[sn_customerservice.consumer_agent] roles can optionally be given to
health screeners so that they can view additional CSM information on
the health screening form, but these roles are not required for screening
consumers and contacts. For more information about using Customer
Service Management with Employee Health Screening, see Integrate
Customer Service Management with Safe Workplace applications.
Procedure
1. Open the QR code scanning or requirement status page based on the type of
device that you're using.
Platform Action
From the Now Mobile Health screen

under the Health Screening section,
tap Scan for Entry.
Smartphone or tablet Scan the code that the person

presents on their mobile device or on
paper. If there is no QR code, enter
the user ID in the User ID field, for ex
ample, john.smith.
Navigate to Employee Health and
Computer Safety Status > View Employee and
Visitor Status and select the person.
2. Review the requirement status to verify that the person is cleared to enter.
Note: Requirements are created in the Employee Readiness Core

application. For more information, see Employee Health and Safety
Status.
If the status is Not cleared and your organization's policy is to deny entry at
this check point, provide the person with the next steps to take based on your
organization's policy. Then, assist the next person in line.

50
Health and Safety Status page
3. Perform the health screen.
Platform Action
Tap Health Screen on the Scan for en

Smartphone or tablet
try page.
Navigate to Employee Health
Screening > Request Entry.
Computer
The screening form opens in a new
browser tab.

51
4. Take the person's temperature and fill out the screening form.
Screen a person for entry form
Field Description
Location Location of the health screening, such as the

address of a workplace or campus.
Person The person that you're screening.
Account The account for the contact. This field appears
only when the Customer Service Management
application is activated and a contact is selected
from the Person field. You must have the customer
service agent role [sn_customerservice_agent] to
view this field.
Suffix The suffix for the consumer. This field appears
only when the Customer Service Management
application is activated and a consumer is
selected in the Person field.

52
Field Description
Note: You must have the

consumer service agent role
[sn_customerservice.consumer_agent] to
view this field.
Temperature unit Temperature unit assigned to this location.
Temperature The numerical value of the person's temperature.
Personal protective Whether the person is wearing PPE. Values are Yes
equipment (PPE) or No.
5. Tap or click Submit.
Results
You receive a message that indicates whether to allow the person to enter. If
the person does not pass the health screening, provide them with the next steps
based on your organization's policy.
Screen a visitor for entry to the workplace

Verify the visitor's entry requirement status on your smartphone, tablet, or
computer. Then complete and submit the health screening form to determine
whether the visitor is able to enter the workplace.
Before you begin

Role required: sn_imt_monitoring.monitoring_user
About this task

A visitor must be invited before they can be screened for entry. If an uninvited
visitor needs entry, a health screener can complete the invitation process and
then begin screening. For more information, see Invite a visitor to the workplace.
Procedure
1. Open the requirement status page based on the type of device that you're
using.
Option Action
From the Now Mobile Health screen,

Smartphone or tablet under the Health Screening section,
tap Screen Visitor.
Computer
Safety Status > View Employee and

53
Option Action
Visitor Status. Choose the Visitor op

tion and select the visitor.
2. Review the status to verify that the visitor is cleared to enter.

If the status is Not cleared and your company policy is to deny entry at this
check point, provide the visitor with the next steps based on your company
policy. Assist the next visitor or employee in line.
3. Take one of the following actions to perform the health screen.
Option Action
Smartphone or tablet Tap Screening > Request Visitor Entry.
Navigate to Employee Health

Screening > Request Visitor Entry.
Computer
The screening form opens in a new
browser tab.
4. Take the visitor's temperature and fill in the screening form.
Screen a visitor for entry form
Field Description
Visitor lookup Visitor ID, which is generally firstname.lastname.

When the visitor is selected, the form is
automatically populated with information about
the visitor, such as name, company, and host
employee.
Note: If you can't select the visitor from

the list, the visitor hasn't been invited to the
workplace. You must invite the visitor before
you can screen them for entry.
Visitor's first name Visitor's first name. This field is automatically
populated when the Visitor lookup field is
selected.
Visitor's middle name Visitor's middle name. This field is automatically
selected.

54
Field Description
Visitor's last name Visitor's last name. This field is automatically

selected.
Visitor's company The company that the visitor works for. This field is
automatically populated when the Visitor lookup
field is selected.
Host employee The employee who invited the visitor. This field is
field is selected.
Invitation setup date The date that the host employee submitted
the visitor invitation. This field is automatically
selected.
Visitor criteria Indicates whether the visitor has completed the
Visitor Invitation Requirement by agreeing to
follow safety requirements and policies. This field is
field is selected.
Location Your location, which may be the address of the
workplace.
Temperature Unit Temperature unit assigned to this location.
Change it if necessary.
Temperature The numerical value of the visitor's temperature.
Personal protective The choice of Yes or No from the list to record
equipment (PPE) whether the visitor is wearing PPE.
5. Tap or click Submit.

You receive a message that indicates whether to allow the visitor to enter. If
the visitor doesn't pass the health screening, provide them with the next steps
based on your company policy.
Monitor progress with the Employee Health Screen Overview dashboard

View the dashboard to monitor the entry requests and assess how the return to
the workplace is progressing. Evaluate the number of entry requests, how many
requests were denied entry, and for what reason.
Before you begin

55
Procedure
Navigate to Employee Health Screening > Overview.
The Employee Health Screen Overview dashboard opens in a new browser tab.
Click any area of a chart to see the corresponding records.
View entry requests

Filter the list of entry requests that were completed to evaluate different areas
of your return to work progress. Entry requests are the records submitted by the
health screener for each employee who is screened before entry.
Before you begin


56
About this task
For example, you could see records for employees in San Diego who were not
granted access, and compare the reasons for those denials. The reason for
denial is either no personal protective equipment (PPE) or high temperature.
Procedure
1. Navigate to Employee Health Screening > Entry Requests.
2. To evaluate request for entry data, build a query or sort and group the list by
the appropriate columns.

®
Use the ServiceNow Workplace Safety Management application to create
safer, managed processes for returning employees to the workplace and
staying open. Establish distancing plans, shift assignments, and sanitation
scheduling and manage workspace allocation in stages. The Workplace Safety
Management is also available as a core application in the Workplace Service
Delivery suite.

57
58
Space administration
Your organization's workplace administrators can add details for all
workplace locations, such as:
• Areas such as employee workstations, conference rooms, and
cafeterias
• Office buildings and campuses
• Regions of all locations
By tracking the availability of workspaces, workplace managers

can plan and implement a phased return of employees to
the workplace. For example, after the COVID-19 pandemic,
your organization might want to allow a certain percentage
(for example, 20%) of the total staff to return at a time at each
office location, based on office configuration, local health
recommendations, and other factors. Workplace managers
can indicate workspace availability, leaving space for physical
distancing. They can evaluate the situation periodically and make
more workspaces available as conditions improve.
As a workplace manager, you can upload floor plans of your
organization so employees can more easily view and select
available spaces when they request workspace reservations.
Avoid large gatherings or long queues for locations at your
workplace such as the cafeteria, gym, and entry and exit gates
by defining arrival intervals and having employees schedule their
arrivals.
Shift management
Workplace managers can create shifts for employees and schedule
them for specific times and days. They can use this data to start
planning for the occupancy levels of your workplaces by allocating
employees and available workspaces to specific shifts.
For example, workplace managers can create a morning
shift schedule with work hours of 08:00 to 13:00. They can then
assign available workspaces to this shift based on organizational
guidelines. These assigned workspaces can then be reserved for
employees operating from the office during this shift.
Shift owners can review and modify the details of the shifts that
they own. They can also view workspace reservations and requests
made for the shifts they own.
Workspace reservations

59
Using the information about available employees and workspaces,
workplace managers can reserve areas and workspaces for
employees. Workplace managers can also generate reservations
for multiple employees at once. Both the employee and the
workplace manager are notified of reservations through email.
Employees can request workspace reservations when they are
ready to return to the office. Using interactive floor plans, they can
choose to reserve workspaces for a specified date range, a single
day, or a few hours. Depending on your organizational guidelines,
reservation requests might require an approval for confirmation.
If the workplace profiles of all employees are set up, the application
automatically assigns available workspaces for employees based
on their date and time selection when they make a reservation.
For more advanced workplace reservation options, use Workplace
Reservation Management in the Workplace Service Delivery suite.
For more information, see Workplace Reservation Management.
Workplace tasks
Workplace managers can monitor maintenance activities that are
scheduled in the workplace for each shift. They can also schedule
planned or on-demand maintenance tasks, and generate reports
to track the progress of these activities.
Workplace Dashboard
Using data visualizations, you can evaluate the availability of
workspaces and occupancy levels of your office locations,
and monitor the progress of workplace tasks on the workplace
dashboard.

®
Workplace Safety Management is part of a suite of ServiceNow Safe
Workplace suite applications. Use it with these other applications to help your
organization prepare its workforce and workplaces to resume operations after
emergencies and pandemics like COVID-19.

60
application.

Type Instructions
®
the application.
more information.
the SHOT team.
more information.

61
Type Instructions

more information.


Install Workplace Safety Management

You can install the Workplace Safety Management application if you have the
admin role. This application includes optional demo data.

62
Before you begin
Ensure that the application and all of its associated store applications have
valid ServiceNow entitlements. For more information, see Get entitlement for a
ServiceNow product or application.
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.
apps.

63
About this task

The following components are installed with installation of the Workplace Safety
Management application:
• Roles
• Tables
See Components installed with Workplace Safety Management for more

information.
Procedure
2. Find the application using the filter criteria and search bar.
an application, you may have to request it from ServiceNow store. Visit
the ServiceNow Store website to view all the available apps and for
note information for all released apps, see the ServiceNow Store version history
release notes.
3. Click Install.
dependencies.
If your application requires other applications, install them first if they are not
already installed.
applications or plugins if they are not installed already.
data.

64
installation, it is not available to load later.
6. Click Install.
Components installed with Workplace Safety Management

Several types of components are installed with installation of the Workplace
Safety Management application, including user roles, scheduled jobs, tables,
and business rules.
Roles installed with Workplace Safety Management
Workplace admin • Sets up data • sn_wsd_core.workplac

[sn_wsd_core.admin] about the
workplace
• Has complete
access to the
application
Workplace manager • Reserves • sn_wsd_core.workplac
[sn_wsd_core.workplace_manager] spaces at the
• schedule_admin
workplace
• template_editor_globa
• Links employees
and shifts to
spaces
• Manages
preventive
maintenance
tasks

65
Workplace exposure analyst • Identifies • None

[sn_wsd_core.workplace_exposure_analyst] potentially
exposed
employees in
®
the ServiceNow
Emergency
Exposure
Management
application
using workspace
reservations.
Workplace shift owner • Has edit access • None
[sn_wsd_core.workplace_shift_owner] to the shifts that
they own.
• Has edit access
to details
such as shift
schedules,
associated users,
and spaces of
owned shifts.
• Has read-
only access to
workplace tasks
of owned shifts.
• Can view
workspace
requests and
reservations for
owned shifts
Workplace user • Requests area None
[sn_wsd_core.workplace_user] or workspace
reservations from
the Workplace
Service Portal
®
or the Now
Mobile app

66
• Schedules arrival
to workplace
locations using
the Workplace
Service Portal
®
or the Now
Mobile app
Note: From
Workplace
Safety
Management
v1.3.2
onwards,
this role is
required for
employees
to request
reservations
from
Workplace
Service
Portal.
Workplace core writer • Create, read, sn_wsd_core.task_reader
[sn_wsd_core.task_writer] update,
and delete
Workplace Tasks.
• Create, read,
update, and
delete Task
templates.
Workplace core reader Has permission to None
[sn_wsd_core.task_reader] read all workplace
tasks.
Workplace knowledge base writer • Create, None
[sn_wsd_core.kb_writer] view, publish,
and update
knowledge base
articles.

67
• Retire and
republish
knowledge base
articles.
Scheduled jobs installed with Workplace Safety Management
Scheduled job Description
Find upcoming reservation Finds upcoming workspace

periodically reservations between 4–8 hours from
the time when this job is executed
and sends email notifications to those
employees with reservations.
By default, this job is set to run every 4
hours.
Reservation check-in & check-out Performs the following actions.
• Notifies employees via email to
check in a reservation.
• Notifies employees via email to
check out a reservation.
• Auto cancels a reservation if it is not
checked in within 30 minutes after
the employee is notified.
• Auto checks out a reservation if it is
not checked out an hour after the
reservation end time.
Tables installed with Workplace Safety Management
Table Description
Area Stores the list of areas on office floors.

[sn_wsd_core_area]
Arrival Entry Stores the list of scheduled arrival
entries of the employees.

68
Table Description
[sn_wsd_core_arrival_entry]
Arrival Schedule Store the list of scheduled arrival
[sn_wsd_core_arrival_schedule] intervals created by the workplace
manager.
Building Stores the list of office buildings.
[sn_wsd_core_building]
Campus Stores the list of office campuses.
[sn_wsd_core_campus]
Floor Stores the list of office floors.
[sn_wsd_core_floor]
Html Signing Template Stores the templates to sign off on a
[sn_wsd_core_html_signing_template] planned task and generate a PDF.
Location Shift Stores the relationship between shifts
[sn_wsd_core_m2m_location_shift] and workspace locations.
Planned Task Definition Stores the planned task definitions

[sn_wsd_core_planned_task_def] that workplace managers create for
workplace tasks.
Region Stores the list of regions of workplace
[sn_wsd_core_region] locations.
Reservation Stores the relationship between shifts,

[sn_wsd_core_reservation] employees, and workspaces.
Shift Stores the list of shifts.

[sn_wsd_core_shift]
Site Stores the list of sites of the
[sn_wsd_core_site] organization.
Space Stores the list of workspaces of the

[sn_wsd_core_space] organization.
Space Type Stores the list of space type

[sn_wsd_core_space_type] configuration created by the
workplace manager.

69
Table Description
Space Staging Acts as an interim placeholder table for

[sn_wsd_core_space_staging] imported data about spaces.
User Shift Stores the relationship between shifts

[sn_wsd_core_m2m_user_shift] and employees.
For existing users who are upgrading
from the first version of the app, ensure
that you have the User field as the
display value. For more information, see
Select a field as the table display value.
User Workplace Profile Stores the relationship between
[sn_wsd_core_workplace_profile] employees and their designated
workspaces.
Workplace Client Role Rule Stores the workplace client role
[sn_wsd_core_client_role_rule] assignment rules created for
employees.
Workplace Location Parent table for all workspace
[sn_wsd_core_workplace_location] entity tables such as Regions, Sites,
Campuses, Buildings, Floors, Areas, and
Spaces.
Workplace Request Stores the workplace reservation
[sn_wsd_core_workplace_request] requests created by employees.
Workplace Task Stores all the workplace tasks created

for shifts.
[sn_wsd_core_workplace_task]
If you are upgrading from version 1.1.1
or earlier of the app, ensure that the
Default Value field is empty for the
workplace_task_type column of this
table. For more information on how to
modify the default display value of a
table column, see Specify a default
field value.
Workplace rooms Extends the Space
[sn_wsd_core_room] [sn_wsd_core_space] table. It holds
the reservable items of a room that are
available to reserve.

70
Properties installed with Workplace Safety Management
Customize the properties available with Workplace Safety Management.
These properties are available for Workplace Safety Management.
Note: All of these properties are located in the System Properties

[sys_properties] table. To access the table, enter sys_properties.list in the
navigation filter.
Properties for Workplace Safety Management
sn_wsd_core.AUTO_ASSIGN_LOCATION Enables auto-assignment of

workspaces when employees mak
workspace reservation requests.
• Type: true|false
• Default value: false
Note: Once this feature is

enabled, the fields related to
workplace locations such as
Area, Space preference, and
Space do not appear on the
Workspace Reservation form.
Enable this feature only if all
employees have a designated
workspace in their user profiles
in the User Workplace Profile
[sn_wsd_core_workplace_prof
table. For more information, se
Mapping employees to their
designated workspaces.
sn_wsd_core.CANCEL_RES_BUILDING Determines whether the reservatio
made for spaces should be cance
based on the value of the Is
reservable field.
If this property is set to true, then th

application cancels all the worksp
71
Properties for Workplace Safety Management (continued)
reservations that are made for the

areas and spaces of those building
or floors for which the value of the
reservable field is set to false.
sn_wsd_core.CLEANING_TASK_MAX_DURATION Determines the duration (in days)
when you want the pre-cleaning a
post-cleaning tasks to be execute
• Type: Integer
• Default value: 7
sn_wsd_core.enable_wpuser_criteria_for_rp Enables the user criteria of the
workplace_user role to access
record producers that are used by
employees when they submit requ
®
with the ServiceNow Workplace
Service Portal.
This property is available only for
new users installing v1.2.2 of the
application. Users who install v1.3.2
later) or who upgrade from v1.1.4
earlier) will not have this property i
their ServiceNow instances.
• Default value: true
sn_wsd_core.floor_plan.portal.show_non_reservables Determines whether non-reservab
workspaces appear in grey on the
floor plan in the Workplace Service
Portal.
Note: Changing this value

to true can negatively affect
performance.
sn_wsd_core.floor_plan.portal.show_reservation_details Determines whether reservation
details appear when users point to

72
booked spaces on the floor plan in

Workplace Service Portal.
sn_wsd_core.REQUEST_MAX_DURATION Determines the maximum number
days that an employee can reque
space reservation for at one time.
This property is applicable when
an employee requests a space
reservation for multiple days.
• Type: Integer
sn_wsd_core.show_book_uber Determines the visibility of the Boo
®
Uber button on the Now Mobile a
If this property is set to true, then
employees can select Book Uber f
their confirmed reservations on the
mobile devices. Users are redirecte
to the Uber mobile app.
sn_wsd_core.wsd_inbound_email Checks for emails that are receive
®
for the ServiceNow Workplace
Service Delivery and Workplace C
Management applications.
This property has been renamed fr
the sn_wsd_case.wsd_inbound_email
property in Workplace Case
Management version 1.0.1.
This property is available only for
Workplace Safety Management 2
or later.

73
• Type: String
• Default value:
askwsd@example.com
• Location: System Property
[sys_properties] table
sn_wsd_core.floor_transform_map Enables you to configure customiz
transform maps.
• Type: string
• Default value:
2528fbf70f201010dbc3d2d92f767
sn_wsd_core.ENABLE_RSV_CHECK_IN Enables reservation check-in and
check-out via email.
If this property is set to true, then
employees can check in and che
out a reservation.
sn_wsd_core.dfx.rebuild_cache.max_floors Enables you to specify the maximu
number of floors to build for an en
cache at any time.
• Type: Integer
sn_wsd_core.CLEANING_TASK_MAX_DURATION Enables you to configure the
maximum duration until when the
cleaning tasks must be performed
• Type: Integer
sn_wsd_core.CANCEL_RES_LOCATION Enables you to cancel all future
reservations made on a location le
Set the Is reservable field to false f
the location.

74
sn_wsd_core.ALLOW_USER_SHIFT_FILTERING Enables a user to create shift-base
reservations only if the user is part o
that shift.
sn_wsd_core.ALLOW_AVAILABILITY_FILTERING Displays only the available building
and floors in the reservation record
producers.
Note: If the property is set

to true, then the selected
workplace locations take a
longer time to load.
sn_wsd_core.MULTI_DAY_AVAILABILITY Displays only the available areas a
spaces in multi-day reservation rec
producers.
Note: If the property is set

to true, then the selected
workplace locations take a
longer time to load.
ARRIVAL_REQUEST_MAX_FUTURE_DAYS Enables you to specify the maximu
number of days in the future until
when employees can schedule th
arrival.
• Type: Integer

75
Providing your workplace data
In the Workplace Safety Management application, provide data related to
your workplace locations so you can efficiently assign shifts to employees and
designate workspaces for these shifts.
Workspace Record
The information available for each workspace record is:
• Region
• Site
• Campus
• Building
• Floor
• Area
• Space
Each designation should use a unique identifier. For example, if you are
indicating the fourth floor in building 7, you would name the floor "7-4" rather
than just "4."
Entering data for several work sites

If you have a large organization, you might want to consider using a
spreadsheet to contain the more global record information such as regions,
buildings, and sites so you can avoid having to manually input repeated
information for each workspace record. You can either export the information
you've already entered into the application into a spreadsheet or use that
information in an existing workspace spreadsheet. You would then import the
spreadsheet that contains the full workspace data into the application in bulk
form.
• If you have an existing spreadsheet, you would first manually convert the
column headers and data of the global information to match the ServiceNow
record names and identifier numbers. You would then do a bulk import of that
data into the Workplace Safety Management application so you can assign
workspaces.
For example, say your organization's spreadsheet uses the name "Location"
for Sites or "Bldg 1" for every building 1 on every site. You would have to
change the spreadsheet column header "Location" to "Sites" and change
each "Bldg 1" to the unique identifier from the Workplace Safety Management
application records.
76
• If you don't have an existing spreadsheet, you would enter the repeated
global information that you don't want to have to input manually for each
space. The data for each field should have a unique identifier. You would
then export the information from the application into a spreadsheet where
you would have to input only the space information manually.
Floor plans
The Now Platform supports Drawing eXchange Format (.dxf) files for floor plans.
You can select the layers you need for end-user floorplans and configure the
attributes (tags) you want assigned to fields. For information about how to
export an AutoCAD .dwg file to a Drawing eXchange Format (.dxf) file, see the
documentation for your version of AutoCAD.
Prior to uploading a .dxf file, work with your AutoCAD designers to ensure the
following:
• The file uses block references and not single-line or multi-line text for space
labels.
• The blocks attributes have human-understandable tags.
• The block references have attribute values appropriately set.
Note: Using blocks is highly recommended. Do not use text objects.
Uploading a floor plan creates a floor record. All the workspaces of the floor are
automatically added to the Spaces related list of the floor record.
Create records for your workplace data

Create individual records of your workspaces, floors, office buildings, and
workplace locations within the Workplace Safety Management application.
Either insert new data or add records to the existing workplace data.
Before you begin

Ensure that you have the following details:
• Workplace data for your organization.
• Data of workspaces that can be marked as available.

77
Important: In the Workplace Service Delivery Suite, from Workplace Safety
Management version 2.5.3, the Space type (space_type) choice field is
depreciated. After the upgrade, Space types are configured in the Space
Type Configuration. The Space type (space_type) field is migrated as
Space type (location_type) field in the Space table [sn_wsd_core_space].
Customers having customization on the depreciated Space type
(space_type) field are advised to manually migrate their flow to use the
new Space type (location_type) field. A new fix script, Populate Location
Type from Space Type, is introduced to execute the schedule job, Populate
location_type from space_type, on the Space table [sn_wsd_core_space]
to migrate the depreciated Space type (space_type) field value to the
new Space type (location_type) field.
Role required: sn_wsd_core.admin
About this task

If you have a small number of workspaces, you can enter information
individually for each workspace down to the Spaces level.
If you have many work sites, you might want to do the following:
1. Create a skeleton of repeated global information.
2. Add the individual spaces information in a spreadsheet.
3. Import the spreadsheet into the application.
For more information on importing, see Configuring spreadsheets to import
workplace data.
If you have floor plans, you can create records of data until the Buildings level.
Uploading the floor plans loads the data of floors and of the spaces associated
with these floors.
Procedure
1. Navigate to Workplace Safety Management > Space Administration.
2. Select the applicable module.
Create the records in the following order:
• Regions
• Sites
• Campuses
• Buildings
• Floors

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• Areas
• Spaces
For example, if you want to locations of your offices, select Sites.
Note:
• The visibility of some of the following fields depends on the module that
you selected.
• You can leave a field that does not apply to your organization empty.
The fields on the form differ based on what module you selected. For
example, the following form is for Building.
Field Description
Name Name of the workplace. Ensure

that you enter a unique name. For
example, if the Building field is set to
1C, and if the Space field is set to WST
1C 1601, then an appropriate value
for the Name field can be 1C-16
Note: Do not use workplace

locations with the same
name because it affects the
reservation process.
Region Region where the office is located.
Site Location of the office campus.
Campus Name of the campus where the
office operates.
Building Name of the office building for this
workspace.
Floor Name or number of the floor where
this workspace is present.
Area Name of the area on the office floor.

79
Field Description
Space type Type of the office space. To

configure a new space type, see
Add a space type configuration.
Active Option to indicate that this space is
active.
Is reservable Option to indicate that the spaces
for this workplace entity are available
for reservation.
For example, if you do not mark a
Building as reservable, then none
the floors, areas, and spaces of
this building would be available for
reservation.
Latitude Latitude of a campus or a building.
The latitude is displayed in the
Workplace Service Portal Location
directory map.
Longitude Longitude of a campus or a building.
The longitude is displayed in the
Workplace Service Portal Location
directory map.
4. Click Submit.
What to do next
• If you have floor plans for your workplace, you can upload them to create
and display floor and workspace data. For more information, see Upload a
workplace floor plan.
• If you are using a spreadsheet to enter and import bulk data for workspaces,
see Configuring spreadsheets to import workplace data.
• If you have added all of your workplace data, you can define employee
shifts. For more information, see Define shifts for your workplace.
Upload a workplace floor plan

Upload Drawing eXchange Format (.dxf) files of floor plans that you can
configure and use to reserve space for your employees.

80
Before you begin
Role required: sn_wsd_core.workplace_manager
To avoid issues while rendering your floor plan, verify that the dxf.json
attachment size is 5 MB or smaller. To view the size, download the dxf.json file
and view the file properties. If the file size is larger than 5 MB, you can:
• Work with your AutoCAD designers to ensure that spaces are represented as
blocks (not single or multi-line text).
• Ensure that the block reference attributes are appropriately set and try to
import the dxf.json file again.
• Set the com.glide.attachment.max_get_size property to a size that is greater
or equal to the dxf.json file size. For more information, see Administering
attachments.
Procedure
1. Navigate to Workplace Safety Management > Administration > Upload Floor
Plan.
Manage Workplace Floor form
Field Description
Number A unique number automatically

generated by the application that
identifies the floor plan.
Name Name of the floor plan.
Note: Be specific and have a

consistent naming convention
when naming your floor plans.
Region Geographic location of the building
the floor plan represents.
Click the Lookup using list icon to

view a list of regions you can select.
Site The location of the office or campus
within a region.

view a list of sites you can select.

81
Field Description
Campus Name of the campus if you have

multiple buildings at a site.
Building Name of the specific building if you
have multiple buildings at a campus.
Active Option indicating whether this plan is
active.
Is reservable Option indicating whether the space
manager can reserve this plan for
employee use.
Managed by group The group that manages the space
reservation for the floor plan.

view a list of groups you can select.
Managed by The workplace manager of the group
that manages the space reservation
for the floor plan.

view a list of group managers you
can select.
3. Select the attachment icon and upload your Drawing eXchange Format
(.dxf) file.
After you attach your .dxf file and import the floor plan, the .dxf file converts
to a dxf.json file in your attachments. Don't remove any of these files or your
floor plan does not appear. Also, the dxf.json file size must be 5 MB or smaller.
Try selecting fewer layers from your .dxf file during the import process.
4. Click Next.
5. In the Select layers column on the right, select the layers that you want to
appear the plan.
For example, you might not want electrical rooms, kitchens, storage closets, or
other elements to appear on the floor plan when it renders.
6. Click Render.
The floor plan appears under the Preview plan tab. Use your cursor to zoom in
and out of the floor plan.
7. Click Next.

82
Assign tags to fields
Field Description
AutoCAD tag The tag you want to map to your

space fields. Tags identify spaces on
the floor plan and come from the
uploaded .dxf file.
The tags that appear are the ones
you selected in the Select layers
column.
Note: If you do not see any

AutoCAD tags, you can use
AutoCAD software to change
text or text objects into block
references.
Space Field The field in the Space
[sn_wsd_core_space] table with
which you want to associate the tag.
For example, you could associate an
attribute named ROOM_NAME with
the Name field and give it a higher
order so it is the second part of the
Name.
The Space Field represents a specific
location on the floor plan that you
can assign to an employee.
Order Determines the order of processing
for your AutoCAD tag to Space Field
mapping.
Note: Lower numbers process

first.
9. Click Submit.
Results
A new floor record is created with the floor plan attached to it. The Spaces
related list is populated with all the workspaces of this floor.

83
Update a workplace floor plan
Update a workplace floor plan by uploading a new plan.
Before you begin

Procedure
1. Navigate to Workplace Safety Management > Space Administration > Floors.
2. Click the floor you want to update.
3. Click the Update floor plan related link.
4. Click Manage Attachments, delete the current floor plan file, and attach the
new floor plan file.
You can have only one .dxf file uploaded at a time.
5. Click Next.
6. In the Select layers column, select the layers that you want to appear on the
floor plan.
For example, you might not want electrical rooms, kitchens, storage closets, or
other elements to appear on the floor plan when it renders.
7. Click Render.
The floor plan appears under the Preview plan tab. Use your mouse to zoom in
and out.
8. Click Next.
Assign tags to fields
Field Description
AutoCAD tag Tags from the uploaded .dxf file

identify spaces on the floor plan.
The tags that appear are those that
you selected in the Select layers
column.
Note: If you do not see any

AutoCAD tags, you can use
AutoCAD software to change
text or text objects into block
references.

84
Field Description
Space Field The field in the Space

[sn_wsd_core_space] table with
which you want to associate the tag.
For example, you could associate an
attribute named ROOM_NAME with
the Name field and give it a higher
order so it becomes the second part
of the name.
Order Determines the order of processing
for your AutoCAD tag to Space Field
mapping.
Note: Lower numbers process

first.
10. Click Preview Changes and in the Preview changes tab, review the changes
you are going to make before you commit them.
11. Click Submit.
Results
The following changes occur:
• Map values are filled in.

• Existing spaces that no longer match are deleted.
• If old spaces have been renamed, the new names replace the old ones.
• Any reservations are deleted.
A original floor record is updated with the floor plan attached to it. The Spaces
related list is also updated. To view your changes, go to Floor Plan Update Logs.
For more information, see View your workplace floor plan update logs.
View your workplace floor plan update logs

After updating your workplace floor plan, you can view all changes made.
Before you begin


85
Procedure
1. Navigate to Workplace Safety Management > Administration > Floor Plan
Update Logs.
Logs appear for each floor plan updated with date and timestamps.
2. Click the Created date link to view the log record.
3. Click the Floor link to view the floor record.
Configuring spreadsheets to import workplace data

Doing a bulk import of the data of all your workspaces into the Workplace
Safety Management application through a spreadsheet enables you to avoid
manually entering redundant data for each workspace, which saves time and
effort.
By using a spreadsheet that contains the global information for your work sites,
you can enter only the distinguishing space information instead of having to
manually repeat information such as the region, site, building, and floor. You
can either create an Excel spreadsheet from the data you've entered into the
Workplace Safety Management application or modify an existing workplaces
spreadsheet.
Configure an existing workspaces spreadsheet

Customize the information in your organization's existing workspace spreadsheet
to avoid having to manually enter repeated information for each workspace.
You can then import the data into your ServiceNow instance.
Before you begin

About this task

If you have a spreadsheet containing your organization's workspaces data,
you need to customize it to match the record information in your ServiceNow
instance.
This example describes how to modify the floor information for your workspace
data. Repeat these instructions to replace the fields for your building, campus,
site, and region, as appropriate.

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Procedure
1. Modify the data in the spreadsheet to match the record information in your
ServiceNow instance.
a. Navigate to Workplace Safety Management > Space Administration >

Floors.
b. Search for the desired floor record and open it.
c. Copy the value of the Number field.
d. Paste the value in place of "Floor 1" in the Excel spreadsheet.

The example uses the following sample entry for workspaces that belong to
Floor 1 of Building 1 at Florida Campus 2, Florida, USA:
• FLOR0001694 represents Floor 1

• BLDG0001028 represents Building 1
• CMPS0001013 represents Florida Campus 2
• SITE0001007 represents Florida
• RGIN0001002 represents USA
Note: You can exclude the Area column as it is not mandatory. Enter a
dummy value in the column instead of leaving it empty.
2. In your workspaces spreadsheet, add individual workspace information in the

Name column.
3. Save your spreadsheet.
What to do next
Import your workspaces data from an Excel spreadsheet.

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Create a workplace data spreadsheet
Create a Microsoft Excel spreadsheet from the data you entered into the
Workplace Safety Management so you can avoid having to manually enter
global information such as the site or building names for each workspace. You
can then import the data into your ServiceNow instance.
Before you begin

About this task

If you have a large number of work sites, consider creating a spreadsheet that
you can then import into your ServiceNow instance to avoid having to manually
enter global information such as the site or building names for each workspace.
Note: If you already have an existing workspaces spreadsheet for your

organization, follow the instructions in Configure an existing workspaces
spreadsheet to customize it for exporting the data.
Procedure
1. Navigate to Workplace Safety Management > Space Administration.
2. Select the module for the smallest unit for which you want to repeat the data.
For example, if you have created global information records of regions, sites,
buildings, and floors, you would select Floors.
3. Optional: Customize the columns to be displayed.
For example, you can choose to hide the Campus column if your organization
does not have campuses by entering a dummy value instead of leaving it
empty.
4. Export the data by right-clicking on any column, selecting Export, and clicking
Excel (.xlsx).
Data is exported from the application so that you can download it as an Excel
file.
5. Click Download.
6. In your workspaces spreadsheet, add individual workspace information in the
Name column.
7. Save your spreadsheet.
What to do next
Import your workspaces data from an Excel spreadsheet

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Import your workspaces data from an Excel spreadsheet
Import your workspaces data from an Excel spreadsheet into the Workplace
Safety Management application.
Before you begin

Complete Configuring spreadsheets to import workplace data.
Procedure
1. Navigate to System Import Sets > Load Data.
2. Select Existing table.
3. In the Import set table field, select Space Staging
[sn_wsd_core_space_staging].
4. In the Source of the import field, select File.
5. Click Choose File and select the source Excel spreadsheet.
6. Optional: Specify the worksheet number in the Sheet number field and
header row number in the Header row field.
7. Click Submit.
The imported data is now available in the new Import Set table.
8. Click Run Transform.
Important: Ensure that the Import set field shows

sn_wsd_core_space_staging and the selected map is Space Transform
map - sn_wsd_core_space.
9. Click Transform.
10. Optional: Verify that the data records were imported into the Spaces table
by navigating to Workplace Safety Management > Space Administration >
Spaces
Related information
Run an import
Create a transform map
Add a space type configuration

Configure the different types of spaces available in your workplace. You can
add spaces based on different space types. The space types enable your
employee to identify the different types of spaces that are available on a floor in
a Mappedin floor map

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Before you begin
Role required:sn_wsd_core.admin or sn_wsd_core.workplace_manager
Procedure
1. Navigate to Workplace Safety Management > Administration > Space type
configuration.
2. Click New.
Space Type form
Field Description
Name Descriptive name of the space type.

Code Code for the space type. The code
can also be a name.
Table Table of the space type. The field
is automatically set to Space
[sn_wsd_core_space]. If the space
type is a room, select Room
[sn_wsd_core_room].
Application Application of the space type. This
field is automatically set. Make sure
that Workplace Safety Management
is selected.
Active Option to activate the space type.
Available for Option to specify the type of users for
whom the space type is available.
4. Click Submit.
Results
The space type is configured. You can select this space type while creating a
space or a type mapping.
Mapping employees to their designated workspaces

Map your employees to their designated workplace locations in Workplace
Safety Management to automatically fill in that detail in reservation requests
and to take advantage of auto-assignment of workspaces if that feature has
been enabled.

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For employees who had a designated workspace before they started working
remotely, create a mapping between the user profile and the designated
workspace details. This mapping populates the workspace details on
re0ervation request forms so employees don't have to provide these details
manually.
If your system administrator has enabled the auto-assign feature, mapping
workspaces for all employees also means that designated workspaces are
automatically assigned when employees make a reservation request.
The data from the User Workplace Profile [sn_wsd_core_workplace_profile] table
is used to automatically assign the designated workspace to the employee.
• If the user's designated space is available, this space is reserved for the
employee.
• If the designated space is unavailable for the requested date or time, the
application searches for and reserves an available space in the employee's
workplace in the order of Area > Floor > Building > Campus > Site > Region.
For example, if no spaces are available in the designated area of the
employee, the application finds and reserves an available space from the
floor of this area.
Map designated workspaces to user profiles

Map existing designated workspaces to employee user profiles in Workplace
Safety Management. This mapping is used to automatically allocate workspaces
for employees so they don't have to select a workspace manually when
requesting a reservation.
Before you begin

• Ensure that your workplace administrator has completed setting up your
workplace data. For more information, see Providing your workplace data.
• Ensure that you have the designated workplace information for all the
employees.
• You can also Navigate to the User Workplace Profiles
[sn_wsd_core_workplace_profile] table by entering
sn_wsd_core_workplace_profile.list in the navigation filter.
Role required: sn_wsd_core.admin or sn_wsd_core.workplace_manager
About this task

Create a mapping for all employees and their designated workplaces. You
can also perform an easy import of your employee workplace data. For more
information, see Easy import.

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Procedure
1. Navigate to Workplace Safety Management > Administration > Workplace
profiles.
2. Click New.
User Workplace Profile form
Field Description
Employee Employee for whom you want to

create a workplace mapping.
Workplace location Designated workplace of the
employee.
Active Option for indicating that this
workplace mapping is active.
4. Click Submit.
5. Repeat the procedure for all the employees of the workplace that you
manage.
Results
The User Workplace Profiles [sn_wsd_core_workplace_profile] table is populated
with all the new profiles.
Assign the workplace user role to employees

Set rules in Workplace Safety Management to assign the workplace user role to
employees in only the specific countries where you are starting a return to office
operations.
Before you begin

Ensure that the user profiles of all your employees have required details. You can
review the employee user profiles by navigating to User Administration > Users.
Role required: admin or sn_wsd_core.admin
Procedure
1. Navigate to Workplace Safety Management > Administration.
2. Click Client Role Assignment Rules.

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Workplace Client Role Rule form
Field Description
Name Unique name for this assignment rule.

Role This value is auto-generated
with the workplace user role
(sn_wsd_core.workplace_user).
Active Option for indicating whether this
assignment rule is active.
Condition Option to add filter conditions that
a user profile must match. To add a
condition, select Add filter condition.
To add a OR clause, select Add "OR"
clause.
Table Table on which the conditions must
be built. The field is automatically
selected as sys_user.
4. Click Submit.
Results
The workplace user roles are assigned. If a record is created or updated on this
table, a role assignment process is triggered in the background.
Apply the workplace client role assignment rule

Run the Add or Remove WSD User role scheduled job to apply the workplace
client role assignment rule.
Before you begin

Procedure
1. Navigate to System Definition > Scheduled Jobs.
2. Open the Add or Remove WSD User role scheduled job.
This job is inactive by default.
3. Execute the job manually by clicking Execute Now.
4. Optional: Ensure that data is updated accurately by entering cache.do in the
navigation filter to clear the cache of your ServiceNow instance.

93
Configuring shifts for your workplace
Configure shifts for your organization in the Workplace Safety Management
application so you can efficiently plan and manage your workplace by
assigning employees and workspaces to those schedules.
Define shifts for your workplace

Define shifts in Workplace Safety Management with specific schedules so you
can designate areas or workplace and assign employees for each shift.
Before you begin

• Add your workplace data.
• Ensure you have the following information:
◦ Appropriate shift schedules
◦ Data of the employees who would operate from the office in this shift
◦ Data of the workplaces to be made available for this shift
Important: Starting with Workplace Safety Management (sn_wsd_core)

version 2.1, all updates and new features are available only on
the Workplace Service Portal. The workplace services provided by
®
ServiceNow are removed from the Service Portal on Workplace Safety
Management (sn_wsd_core) beginning with version 2.1. To configure the
Workplace service catalog in the Service Portal, see Configure a catalog in
Service Portal.
About this task

Workplace managers can later reserve workplaces for employees according to
the shifts assigned to them.
If your organization does not organize work in shifts, you can use the general shift
schedule that is available with the application by default.
You can also access the Shift form by navigating to Workplace Safety
Management > Shift Management > Create New.
Procedure
1. Navigate to Workplace service portal > Workplace Service Portal Home.
Note: You can also raise a request from the Employee Center. On the
home page, navigate to Workplace > Browse all Workplace and select
the workplace service.

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2. Open the Site safety category.
a. Click Catalog.
b. Click Browse by Categories.
c. In the Workplace Services Catalog, select Site safety.
Note: If there are multiple catalogs configured on the portal, go to the

Catalogs list and select Workplace Services Catalog > Site safety.
3. Click Add a shift.
Shift form
Field Description
Name Name of the shift, for example,

Morning Shift.
Schedule Schedule for the shift.
For a general shift schedule, select
General shift.
For more information about how to
create a shift schedule, see Define a
schedule.
Owner Shift owner who monitors activities
during this shift.
State Status of the shift. Choose one of the
following values:
• Draft: Indicates that the shift details
are incomplete.
• Ready: Indicates that the shift is
ready for assignments.
• Cancelled: Indicates that the shift is
cancelled.
Start Date from which this shift is active.
End Date until which the shift is active.

95
Field Description
Region Region of the workplace site.

Site Site location of the office campus.
Campus Name of the campus in which the
office building is present.
Building Name of the building in which the
office floor is located.
the area is located.
Area Area that is active for operation and
use during this shift.
Users Employees assigned to this shift.
This field appears only on Workplace
Service Portal.
Locations Workplaces available for reservation
during this shift.
This field appears only on Workplace
Service Portal.
Note:
• If this shift is applicable to all office buildings on your campus, you
can leave the Building, Floor, and Area fields empty. The shift and its
schedule will be automatically applied to all the records of buildings,
floors, and areas associated with this campus.
• When an employee requests to make a reservation with shifts, only
shifts that are active on the dates that the employee selected are
displayed on the reservation form.
5. Click Submit.
6. If you accessed the Shift form from Workplace Service Portall, on the
verification page, you can define another shift or view all the existing shifts.
Option Action
Define another shift Click Add another shift.
View all existing shifts Click View all shifts.

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Results
The shift is added to the list of all shifts that you can view by navigating to
Workplace Safety Management > Shift Management > All.
What to do next
If you created the shift using Workplace Service Portal, you can directly create
workplace reservations. For more information, see Managing workplace
reservations for employees.
You can configure other information such as employees, workplaces, and
maintenance tasks associated with this shift later.
• Assign more employees to a shift. For more information, see Assign employees
to a shift.
• Associate more workplaces with a shift. For more information, see Associate
areas and spaces with a shift.
• Associate tasks with a shift. For more information, see Managing workplace
tasks.
Assign employees to a shift

Associate employees with a shift in Workplace Safety Management so that they
operate from the office only in the shifts to which they are assigned. Workplace
managers can later reserve workspaces for these employees according to their
assigned shifts.
Before you begin

• Define shifts for your workplace.
• Ensure you have the data for the employees who will operate from the office
in this shift.
Procedure
1. Navigate to Workplace Safety Management > Shift Management > All.
2. Open a shift to which you want to add employees.
3. In the Users related list, click Edit.
4. Add all the employees who should operate from the office in this shift.
5. Click Save.

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Results
A pre-configured email with the shift details is sent to all employees assigned to
this shift.
What to do next
Associate areas and spaces with a shift.
Associate areas and spaces with a shift

Associate work areas and spaces with a shift in Workplace Safety Management
so that they are available only for that shift. Workplace managers can later
reserve these workplace for employees operating in that shift.
Before you begin

• Ensure you have the data for the workplaces to be made available for this
shift.
• Ensure that the glide.ui.list.allow_extended_fields system property is set to true
so that the filter criteria is displayed appropriately when you're adding areas or
spaces.
Procedure
2. Open a shift to which you want to add employees.
3. In the Locations related list, click Edit.
4. Add all the areas and spaces to be made available for this shift.
5. Click Save.
What to do next
Create workplace reservations for an employee.
Managing workplace shifts that you own

Review the workplace shifts that you own in Workplace Safety Management
and update the shift details if necessary. You can also monitor the reservations
and requests made for the workspaces associated with these shifts.

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Update details of the shifts that you own
Review and modify the details of the workplace shifts that you own in
Workplace Safety Management. You can modify the general shift details, and
add or remove employees or workplaces associated with the shift.
Before you begin

Role required: sn_wsd_core.workplace_shift_owner
Procedure
1. Navigate to Workplace Safety Management > Shift Management.
2. Click Owned by Me.
3. Open the shift for which you want to view the details.
4. Optional: Modify the shift details.
a. Edit the details on the shift form.
Shift form
Field Description
Name Name of the shift.

Schedule Schedule for the shift.
(Optional) For a general shift
schedule, select General shift.
Owner Shift owner who monitors activities
during this shift.
(Optional) If you select a different
user, you will lose access to this shift.
State Status of the shift. Choose one of the
following values:
• Draft: Indicates that the shift
details are incomplete.
• Ready: Indicates that the shift is
ready for assignments.
• Cancelled: Indicates that the shift
is cancelled.
Region Region of the workplace site.

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Field Description
Site Site location of the office campus.

Campus Name of the campus in which the
office building is present.
Building Name of the building in which the
office floor is located.
the area is located.
Area Area that is active for operation and
use during this shift.
Note: If this shift is applicable to all office buildings on your campus,

you can leave the Building, Floor, and Area fields empty. The shift and
its schedule will be automatically applied to all the records of buildings,
floors, and areas associated with this campus.
b. Click Update.
5. Optional: Modify the list of employees assigned to this shift.
a. In the Users related list, click Edit.
b. Add or remove users.
6. Optional: Modify the list of workspaces associated with this shift.
a. In the Locations related list, click Edit.
b. Add or remove areas and spaces.
Review workplace reservations for shifts that you own

Review the workplace reservations and the reservation requests made for the
shifts that you own in Workplace Safety Management. You can identify pending
requests and work with your workplace manager to resolve them.
Before you begin

Role required: sn_wsd_core.workplace_shift_owner

100
Procedure
1. Navigate to the reservation requests from employees or workplace
reservations by the workplace manager.
Choice Navigation
Navigate to Workplace Safety Man

Reservation requests made by employees
agement > Workplace Requests > All
Navigate to Workplace Safety Man
Reservations made by the workplace man
agement > Space Reservations > All
ager
Reservations
2. Review all reservations requested or made for your shift.

3. Optional: Open a reservation record to view its details.
(Optional) If you want to make any changes to the reservation such as
assigning another workspace to the employee, or changing the date of the
reservation, reach out to the workplace manager to request those changes.
4. Optional: If you are viewing employee requests, note any requests in the
Pending state so you can work with your workplace manager to resolve them.
Managing workplace reservations for employees

Reserve available areas or spaces for your employees and review pending
reservation requests from employees in Workplace Safety Management so you
can ensure physical distancing measures when they return to the workplace.
Once you make reservations, employees are notified about the locations
to which they have access. The Workplace Service Delivery also offers more
advanced workplace reservation options in the Workplace Reservation
Management application.
Creating workplace reservations for employees

Reserving workplace areas
As a workplace manager, you can make reservations for
employees for areas on the floors of your office buildings. When
employees return to the office, they can work from any of
the spaces from the reserved area. The number of employee
reservations that you can make for an area of your workplace
depend on the capacity defined for that area. If the Capacity field
of an area is set to 0 or left empty, reservations cannot be made for
that area.

101
For more information on setting the capacity for an area, see Define
the capacity of workplace areas.
Creating a single space reservation
Using the shifts that you defined, you can create a space
reservation for an employee for a single day or multiple days.
For more information, see Create workplace reservations for an
employee.
Creating space reservations in bulk
You can generate in one action reservations for multiple employees
who are assigned to a shift for a specific date range. For example,
you can use this feature to create reservations for employees of
a specific department who would all be assigned to the same
shift. For more information, see Create workspace reservations for
multiple employees.
Child reservation records for employee space reservations
When you reserve a workplace for an employee, the reservation
generates child reservation records for every applicable working
day of the specified period. The applicable days are determined by
the shift schedule that you select for this reservation. The reservation
that you initially created acts as the parent reservation record.
If a child reservation conflicts with an existing reservation for any
day in the specified period, the child reservation is not created for
that day. You can manually create a reservation for a different
workplace for that day.
For example, say you created a reservation for the workplace
2CN1612 for Mark Andrews in the afternoon shift from 06-01-2020
to 06-10-2020. Eight child reservation records for Mark Andrews for
the workplace 2CN1612 would be created for each working day
between 06-01-2020 and 06-10-2020. However, if a reservation for
2CN1612 on 06-08-2020 exists for another employee Jane Doe, the
child reservation for Mark Andrews on 06-08-2020 is not created. You
can manually create a reservation for Mark Andrews for a different
workplace for 06-08-2020.
If you update the details of a parent reservation later, all its child
reservations except the ones with dates in the past are updated
accordingly.
Working with space reservation requests from employees

After an employee requests a workplace for a given date range and the
manager approves the request, the application checks the availability of the
102
requested space. If the workplace is unavailable for any or all days of the
specified period, the request moves to the Pending state. As a workplace
manager, you can review these pending reservation requests and allocate
a different workplace to the employee to complete the request. For more
information, see Approve employee workplace reservation requests.
Define the capacity of workplace areas

Set the capacity for areas of your workplace in Workplace Safety Management
to enable reservations for the area. The capacity ensures a limit to the
workplace reservations for these areas so you can ensure safety guidelines.
Before you begin

• Ensure you have the details of the maximum capacity for the areas of your
workplace.
Procedure
1. Navigate to Workplace Safety Management > Space Administration > Areas.
2. Open an area to which you want to add the capacity.
3. On the Area form, enter a value for the Capacity field.
For example, if this area can accommodate only 8 people safely according
to physical distancing guidelines, set the value to 8.
4. Click Update.
Create workplace reservations for an employee

Create workplace reservations for an employee in the Workplace Safety
Management application using the shifts and shift schedules that you defined.
Before you begin

• Assign employees to a shift.
• Associate areas and spaces with a shift.
• Define the capacity of workplace areas.
• Ensure you have the data that shows the mapping of employees to the
workplaces in your workplace.

103
®
ServiceNow are removed from the Service Portalon Workplace Safety
Service Portal.
About this task

Reserve a workplace for an employee according to the assigned shift for a
single day or multiple days.
You can also access the Reservation form by navigating to Workplace Safety
Management > Space Reservations > Create New.
Procedure
a. Click Catalog.

3. Click Reserve a space.
Reservation form
Field Description
Shift Shift for which this reservation is being

made.

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Field Description
Location Area or space for which this

reservation is being made.
Requested for Employee for whom this reservation is
being made.
Start date Date and time from which the
reservation is active.
End date Date and time until which the
reservation remains active.
5. Click Submit.
6. If you accessed the Reservation form from Workplace Service Portal, on the
verification page, you can create another reservation or view all the existing
reservations.
Option Action
Create another workplace reservation Click Reserve another space.
View existing workplace reservations Click View all reservations.
Results
• If you've reserved a space, then child reservation records are generated for
every applicable occurrence of the specified period.
• A preconfigured email with the reservation details is sent to the shift owner
and the employee for whom you reserved the workplace.
• The reservation is added to the list of all reservations that you can view by
navigating to Workplace Safety Management > Space Reservations > All
Reservations.
Create workplace reservations for multiple employees

Automatically generate workplace reservations in bulk for all employees
assigned to a shift for a single day or multiple days.
Before you begin

• Assign employees to a shift.

105
• Associate areas and spaces with a shift.
• Ensure that the number of locations associated with the shift is greater than
the number of employees assigned to the shift.
Procedure
2. Open a shift for which you want to generate the bulk reservations.
3. Click Generate Bulk Reservation.
4. Select a date range from the Start date and End date fields.
If you want to create the bulk reservation for a single day, you can set the start
and end date to the same day. Otherwise, set a date range.
5. Click OK.
Results
Reservations for the employees in this shift are created for the locations
associated with the shift for the provided dates. You can view these reservations
by navigating to Workplace Safety Management > Space Reservations > All
Reservations.
Review pending workplace reservation requests

Review pending workplace reservation requests from employees in Workplace
Safety Management and assign available workplaces to complete these
requests.
Before you begin

Procedure
1. Navigate to Workplace Safety Management > Workplace Requests > Pending.
2. Open a pending request that you want to address.
3. Open the related reservation record, which is the parent reservation:
a. Click the information ( ) icon next to the Reservation field.

b. Click Open Record for the desired request.
4. On the reservation form, review the reservation details such as the workplace
location being requested, the start and end dates, and the number of
reservations confirmed for that period.

106
From these details, you can review the number of days, with their dates, that
are missing a reservation for the employee for the requested location.
5. If any dates are missing a reservation for the requested location, adjust the
pending request to assign a workplace for all the missing desired dates.
• Change the workplace location in the parent reservation to a workplace
available for all dates, which will also update the location for all applicable
future child reservations.
a. Select a different location from the Workplace location field.
b. Click Update.
• Create a child reservation for a new workplace location for this employee
for specific dates that are missing a reservation.
a. In the Reservations related list, click New.
b. Select the start and end dates in the Start and End fields.
c. Select a location from the Workplace location field.
The list of spaces displays the locations that are available for the
requested dates.
d. Click Submit.
6. After all the days that were missing a reservation are addressed, update the
status of the pending workplace task to Closed complete.
7. Optional: Repeat this process for all pending workplace requests that you
want to address.
Results
Once the status of workplace request is updated to Closed complete, the
reservation information is populated in the Notes field of the workplace request.
Setting and tracking arrivals at the workplace

Workplace managers can set arrival intervals in Workplace Safety
Managementfor different locations at your workplace with defined capacities
to facilitate staggered entry of employees into the office. Employees can then
choose from the defined arrival slots.
Workplace managers can define arrival times and capacity for different
locations such as the entry and exit gates, elevator, gym, and cafeteria of your
workplace. Employees can then schedule their arrival at these locations for an
available time slot.
For example, say you define arrival times for the cafeteria at 12:00 h, 13:00 h,
14:00 h, and 15:00 h, and set a capacity of 15 for every slot. A maximum of 15

107
employees can schedule their arrival to the cafeteria for each of these times on
any given day.
By setting arrival intervals for your workplace, you can facilitate employee
actions such as entry and exit to the office, elevator use, lunch pickup, gym
use, and so on, without employees having to wait in long lines or causing large
gatherings at any of the locations.
Attention: Starting with Workplace Safety Management version 2.3, time

zones are introduced in the application. All the arrival schedules that were
created on Workplace Safety Management version 2.2 and earlier are
deactivated after the upgrade.
Define arrival schedules at the workplace for employees

Define arrival slot times in Workplace Safety Management for different locations
at your workplace and indicate the capacity for each slot. Establishing arrival
schedules enables safe staggered entry of employees to these locations.
Before you begin

• Ensure you have the data for arrival schedules of the locations of your
workplace.
• Ensure that your time zone is set to the time zone of the building that is used for
the arrival.

zones are introduced in the application. All the arrival schedules that
were created on Workplace Safety Management version 2.2 and earlier
are deactivated after the upgrade. Both existing customers and new
customers must perform the following actions on existing arrival schedules
to set them to active:
1. Set the time zone of the building where you are creating or updating the
arrival schedule.
Note: If you are creating or updating the arrival schedule for a floor,
area or a space, then select the building where it is located.
a. Go to Workplace Safety Management > Space Administration.

b. Select Buildings, Floors, Areas, or Spaces based on where you are
scheduling an arrival slot.

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c. Select the building, floor, area, or the space for which you want to set the
time zone.
d. Set the building time zone.
◦ If you selected a building, set the time zone in the Time zone field.
◦ If you selected a floor, area, or the space, on the form, select the
preview icon ( ) that is next to the Building field.
▪ In dialog box, select Open record.
▪ On the Buildings form, set the time zone in the Time zone field.
e. Click Update.
Note: All the active arrival schedules that were created on

this building and on associated floors, areas, or spaces will be
deactivated. Any future arrival requests that are related to this
schedule will be canceled.
f. Click Ok on the warning that appears.
2. Change your session's time zone to the building's time zone.
Note: Ensure that the sn_wsd_core.workplace_manager role is

included in the glide.timezone_changer.roles property. If it is not
included, ask your system administrator to include the role so that you
can change your time zone.
a. Select the settings icon ( ) on your instance header.

b. Set the Time zone field to the time zone of the building where you are
creating or updating the arrival schedule.
About this task
Procedure
1. Navigate to Workplace Safety Management > Workplace Arrival Scheduling.
2. Click Create Arrival Schedules.

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Arrival Schedule form
Field Description
Workplace location Select a building, floor, area or space

where you want to schedule the
arrival times.
Arrival schedule time Time (in hours, minutes, and seconds)
at which employee arrivals can start
at this location,
for example, 12 30 00.
Active Option for indicating whether this
schedule time is active.
If marked as active, this schedule
time will appear every day in the list
of available time slots.
Capacity Maximum number of employees
that can schedule their arrival to this
location at this slot time.
4. Click Submit.
Results
An arrival schedule is created for this workplace location for the indicated time
and capacity. You can view arrival schedules by navigating to Workplace
Safety Management > Workplace Arrival Scheduling > Arrival Schedules.
Schedule your arrival time at a workplace location

Schedule your arrival in Workplace Safety Management at locations at your
workplace so you can prevent long lines and safely enter the location.
Before you begin

®
To schedule an arrival using your mobile device, you must have the Now
Mobile app.

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version 2.1, all updates and new features are available only on the
®
ServiceNow Workplace Service Portal. The workplace services provided
®
by ServiceNow are removed from the Service Portal on Workplace Safety
Service Portal.
Role required: sn_wsd_core.workplace_user
About this task

You can also access the Schedule your arrival form using your mobile
device. From the Now Mobile app, navigate to Services > Workplace Safety
Management.
Procedure
a. Click Catalog.

3. Select Schedule your arrival.
Schedule your arrival form
Field Description
Entry point Location where you want to

schedule your arrival.
Building time zone Time zone for the building of the
selected entry point.

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Field Description
Date Date of your arrival.

Arrival time Time of your arrival. The time is
displayed in 24-hour format.
5. Click Submit.
Results
The arrival request is created. The web page or your mobile screen is refreshed
to show your arrival request details.
What to do next
You can check the details of your arrival schedule anytime.
1. Depending on your platform, do one of the following to view your requests:
• On the Workplace Service Portal, go to the Requests tab to view your
requests and reservations.
• On the Now Mobile navigation bar, tap For Me and scroll down to the My
Request section to view your requests.
2. If you want to cancel your arrival, select the arrival request and click Cancel
arrival.
Updating arrival schedules at the workplace

Define building time zones, change the capacity of an arrival schedule, and set
the schedule to active or inactive.
Before you begin

• Ensure that you have the data for the arrival schedules of your workplace
locations.

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• Ensure that your time zone is set to the time zone of the building that is used for
the arrival.

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zones are introduced in the application. All the arrival schedules that
were created on Workplace Safety Management version 2.2 and earlier
are deactivated after the upgrade. Both existing customers and new
customers must perform the following actions on existing arrival schedules
to set them to active:
1. Set the time zone of the building where you are creating or updating
the arrival schedule.
Note: If you are creating or updating the arrival schedule for a

floor, area or a space, then select the building where it is located.
a. If you are updating the arrival schedule, do the following:
i. Select the workplace location info icon ( ) that is next to the

Workplace location field.
ii. In the dialog box, select Open record.
iii. If the value of Workplace location is a floor, area or a space, then
select the workplace location info icon ( ) that is next to the
Building field.
b. On the Buildings form, set the time zone in the Time zone field.
c. Click Update.
Note: All the active arrival schedules that were created on

this building and on associated floors, areas, or spaces will be
deactivated. Any future arrival requests that are related to this
schedule will be canceled.
d. Click Ok on the warning that appears.
2. Change your session's time zone to the building's time zone.
Note: Ensure that the sn_wsd_core.workplace_manager role is

included in the glide.timezone_changer.roles property. If it is not
included, ask your system administrator to include the role so that
you can change your time zone.
a. Select the settings icon ( ) on your instance header.

b. Set the Time zone field to the time zone of the building where you
are creating or updating the arrival schedule.

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Procedure
1. Navigate to Workplace Safety Management > Workplace Arrival Scheduling.
2. Select Arrival Schedules.
3. Select the arrival schedule that you want to update.
Note: You cannot update the Workplace location or Arrival schedule

time fields of an arrival schedule if there are any arrival requests
associated with it. You must create a new arrival schedule for the
changed Workplace location or Arrival schedule time fields.
4. To activate the schedule, select the Active option.
5. To change the capacity, edit the Capacity field.
6. Click Update.
Results
The arrival schedule is updated.
Making workplace reservations

Make workplace reservations in Workplace Safety Management when you
are ready to return to the office. You can reserve a workplace for a day or
less directly or request a workplace for a specified period. Once a reservation
request is approved and confirmed, you are notified about the reservation
details.
Attention: Starting with Workplace Safety Management (sn_wsd_core)

®
Service Portal.
Reserving a workplace
As an employee, you can request a workplace reservation using Workplace
®
Service Portal or the Now Mobile app.
When making a reservation, you can choose an available space that you want
to access or select an available area. If you've made a reservation for an area,
you can work from any available space within that area when you return to
office.
You can select a shift of your choice from the shift schedules defined by your
organization. If your organization does not use shifts, you can select a custom

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time period. Depending on your organizational guidelines, your reservation
request might require an approval. For more information, see Request a
workplace reservation for multiple days.
Note: If you need a workplace for only a day or less, you can reserve it
directly and do not have to submit a request and get approval. For more
information, see Reserve a workplace for a day.
You can check the status and details of all your reservation requests on
Workplace Service Portal or through the Now Mobile app.
Space reservation request states

Once you submit a space reservation request, its status changes depending on
the action taken on it by your approving manager or the workplace manager.
You receive email notifications of these changes.
®
If you install the Now Mobile app on your mobile device, you will also receive
push notifications about your reservation requests.
• If your manager has not taken action on your request, the state of the request
remains Awaiting approval.
• If your manager approves your request and the space availability is
confirmed, the state of the request changes to Closed complete.
• If your manager rejects your request, the state of the request changes to
Closed incomplete.
• If your manager approves your request but the space you requested for is not
available for all or some days, the state of the request changes to Pending.
You can follow up with your workplace manager to get a new space
assigned and resolve your pending space request.
• If you cancel your request, the state of the request changes to Cancelled.
Request a workplace reservation for multiple days

Request a workplace reservation for the days during which you want to return to
office by using Workplace Safety Management.
Before you begin

To request a workplace reservation using your mobile device, you must have
®
installed the Now Mobile app.

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®
Service Portal.
About this task

Request a workplace reservation either in a defined shift schedule or for a
custom time for a specific date range during which you want to work from the
office.
You can also access the reservation form using your mobile device. From the
Now Mobile app, navigate to Services > Workplace Safety Management and
choose either Request a short-term shift and space or Request a short-term
space.
Procedure
a. Click Catalog.

3. Reserve a space for a predefined shift or for a custom time.
• To reserve a space for a defined shift schedule, click Request a short-term
shift and space.
• To reserve a space for a custom time, click Request a short-term space.

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Note: The visibility of some of the following fields depends on the
application settings made by your administrator.
Reserve a short-term space form
Field Description
Region Region of your office location.

Site Location of your office.
Campus Campus of your office building.
Building Office building that you want to
return to.
Start date Date from which you want access to
the workplace.
End date Date until which you want to access
the workplace.
Shift The shift schedule during which you
want to visit the office.
Only the shifts available for the
selected location and date range
are displayed.
Only the shifts that you are part of
are displayed. This is dependent on
the system properties which were
configured by your organization.
Shift detail Details of the shift that you selected.
The shift detail is auto-filled based on
your shift selection.
Start time for each day Time from when you would access
the workplace.
This field is visible if you selected
Request a short-term space.
End time for each day Time until when you would access
the workplace.
Request a short-term space.

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Field Description
Floor Floor of the area or space that you

want to access.
5. If the Area and Space preference fields are available, select an area or a
space that you want to reserve.
• If you are using Workplace Service Portal or if you are using the Now Mobile
app, and if you know which workplace to select, then select an area or a
space from the Area or Space fields.
• If you are using Workplace Service Portal and floor plans for your workplace
have been uploaded, you can also select the area or space from the
interactive floor plan that is displayed at the bottom of the form. The
animation ( ) on the Workplace Service Portal header indicates that the

map is rendering. Wait until the map fully renders.
The label colors of the workplaces indicate their availability.
◦ Green: The workplace is active for reservation and is available for the
date and time that you selected.
◦ Red: The workplace is active for reservation but is unavailable for the date
and time that you selected.

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You can see who has the reservation by hovering over a reserved space,
if your system administrator has enabled this setting.
◦ Grey: The workplace is inactive for reservations.
6. Select Submit.
Results
The web page or your mobile screen is refreshed to show your submitted
reservation request. The state of your request is set to Awaiting approval, which
indicates that the request has been sent to your manager for approval.
What to do next
You can check the status of your reservation request or choose to cancel your
request using Workplace Service Portal or the Now Mobile app.
• On Workplace Service Portal, go to the Requests tab to view your requests
and reservations.
• On the Now Mobile app's navigation bar, tap For Me and scroll down to the
My request section to view your requests and reservations.
• To cancel a reservation, go to the Requests page in the Workplace Service
Portal or My request page in the Now Mobile:

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◦ To cancel the reservation request, click Cancel request.
◦ To cancel a single reservation within the reservation request, click
Reservation details. Select the reservation you want to cancel and click
Cancel reservation.
Reserve a workplace for a day

Reserve workplaces for a day on which you want to return to the office by using
Workplace Safety Management.
Before you begin

®
To reserve a workplace using your mobile device, you must have the Now
Mobile app.

®
Service Portal.
About this task

Reserve spaces for a period less than or equal to 24 hours on the day that you
want to work from the office. Reserve spaces, either in a defined shift schedule
or in your custom timings.
You can also access the reservation form from the Now Mobile app. Navigate to
Services > Workplace Safety Management and choose one from Reserve a shift
and space for a day or Reserve a space for a day.
Procedure
1. Navigate to Workplace Services Portal > Workplace Services Portal Home.

121
a. Click Catalog.

3. Reserve a space either for a defined day shift or a custom date.
• To reserve a space for a defined shift schedule, click Reserve a shift and
space for a day.
• To reserve a space for custom timings, click Reserve a space for a day.
Note: The visibility of some of the following fields depends on the

application settings made by your administrator.
Reserve a space form
Field Description
Region Region of your office location.

Site Location of your office.
Campus Campus of your office building.
Building Office building that you want to
return to.
On-site date Date on which you want access to
the workplace.
Shift The shift schedule during which you
want to visit the office.
Only the shifts available for the
selected location and date range
are displayed.
Only the shifts that you are part
of are displayed. This depends on
the system properties which were
configured by your organization.
Shift detail Details of the shift that you selected.

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Field Description
The shift detail is auto-filled based on

your shift selection.
Start date/time Date and time from when you would
access the workplace.
Reserve a space for a day.
End date/time Date and time until when you would
access the workplace.
Reserve a space for a day.
Floor Floor of the area or space that you
want to access.
5. If the Area and Space fields are available, select an area or a space that you
want to reserve.
• If you are using the Workplace Service Portal or if you are using the Now
Mobile app, and if you know which workplace to select, then select an area
or a space from the Area or Space fields.
• If you are using Workplace Service Portal and floor plans for your workplace
have been uploaded, you can also select the area or space from the
interactive floor plan that is displayed at the bottom of the form. The
animation ( ) on the Workplace Service Portal header indicates that the

map is rendering. Wait until the map fully renders.
The label colors of the workplaces indicate their availability.
◦ Green: The workplace is active for reservation and is available for the
date and time that you selected.
◦ Red: The workplace is active for reservation but is unavailable for the date
and time that you selected.

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You can see who has the reservation by hovering over a reserved space,
if your system administrator has enabled this setting.
◦ Grey: The workplace is inactive for reservations.
6. Select Submit.
Results
The web page or your mobile screen is refreshed to show your reservation
details.
What to do next
You can check the details of your reservation or choose to cancel it anytime
using Workplace Service Portal or the Now Mobile app.
• On the Workplace Service Portal, go to the Requests tab to view your requests
and reservations.
• On the Now Mobile app's navigation bar, tap For Me and scroll down to the
My Request section to view your requests and reservations.
If your organization has enabled the functionality to book an Uber from your
mobile device, you would see a Book Uber option on your reservation details
screen on Now Mobile. Tapping on it would redirect you to the Uber mobile
app, if you have the app installed on your mobile device.

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You will receive an email notification 15 minutes before the reservation to check
in and another email notification 30 minutes before the reservation end time to
check out.
• In the check-in email, select any of the following actions.
◦ Check in: Check in your reservation.
◦ Cancel this reservation: Cancel if the reservation is no longer required.
◦ (Optional) Check out: Check out early before the reservation end time.
Note: You must check in within 30 minutes from the reservation start time,
otherwise the reservation is canceled.
• In the check-out email received before the reservation end time, select
Check out to check out the reservation.
Note: You must check out within an hour after the reservation end time.
Otherwise, the reservation is automatically checked out.
Approve employee workplace reservation requests

Review employee area and space reservation requests in Workplace Safety
Management and approve or reject them.
Before you begin

To approve or reject a workplace request using your mobile device, you must
®
have the Now Mobile app.

®
Service Portal.
Role required: approver_user
Procedure
1. Navigate to a reservation approval task.
Application Action
In the Now Mobile app, open a task

Now Mobile
from the My Tasks section.

125
Application Action
a. From your ServiceNow instance,

navigate to Service Portal > Service
Portal Home.
b. Click Approvals > View all ap
provals.
Workplace Service Portal
c. Open the request that you want to

review.
2. Optional: Review the details of the request.

3. Approve or reject the request by selecting Approve or Reject.
Managing workplace tasks

Using workplace tasks in Workplace Safety Management, workplace managers
can monitor workplace activities that are created and scheduled in the
workplace for each shift. They can also schedule planned or on-demand
maintenance tasks and generate reports to track the progress of these activities.
Workplace task creation

You can create workplace tasks in the Workplace Safety Management
application for various situations.
Automatically created pre-cleaning and post-cleaning tasks
Workplace managers can create shifts and associate employees
and spaces to the shift. After workspaces are assigned to a shift and
the shift's state is set to Ready, the system automatically creates
pre-cleaning and post-cleaning tasks for that shift. These tasks
are generated using the respective templates available with the
application.

126
Note: If a shift doesn't have a space associated to it, pre-
cleaning and post-cleaning tasks are not auto-generated for
it.
Planned tasks
Tasks for recurring planned activities that are independent of shifts.
Ad hoc tasks
Ad hoc tasks when on-demand cleaning is required.
Task assignment
Assignments for tasks depend on the task type:
• Pre-cleaning and post-cleaning tasks are automatically assigned based on
their templates.
• Planned tasks are automatically assigned based on the planned task
definition that is used to generate these tasks.
• Ad hoc tasks can be assigned manually by workplace managers when they
create these tasks.
Signature of completion
For audit and compliance of workplace activities, workplace managers can
electronically sign the completed workplace tasks. This action generates a PDF
of the signed form and attaches it to the task.
Configure a workplace task template

Configure templates in Workplace Safety Management that can be used to
create workplace tasks. You can either modify predefined workplace task
templates or create your own templates and associate them with workplace
tasks.
Before you begin

About this task

Templates simplify the process of creating tasks in Workplace Safety
Management by populating fields automatically. The following predefined
templates are available with the application:
• Pre-cleaning
• Post-cleaning

127
Procedure
1. Navigate to Workplace Safety Management > Workplace Tasks > Workplace
Task Templates.
2. Create a new template or modify an existing template.
• If you are creating a new template, click New.
• If you are modifying an existing template, open the desired template.
For information about the template form fields, see Create a template.
3. Select the Workplace Task [sn_wsd_core_workplace_task] table in the Table
field.
4. Optional: Apply the template to the required workplace task type.
a. In the Template section, select the Workplace task type field in the left
column.
b. Select the required task type in the right column.
5. Click Submit.
6. Add a checklist to the template.
For steps on how to add a checklist, see Create a workplace task checklist.
7. Click Update.
Create a workplace task checklist

You can create a unique checklist for each workplace task template in
Workplace Safety Management. You can also quickly create a checklist from
an existing checklist template.
Before you begin

About this task

You can also create checklists for individual workplace task records.

128
Procedure
1. Create a checklist to be included in all tasks using the same template or add
a checklist to a specific task.
Option Steps
a. Navigate to Workplace Safety

Management > Workplace Tasks >
Workplace Task Templates.
Checklist for workplace task template
b. In the list, click to open the tem
plate to which you want to add the
checklist.
a. Navigate to Workplace Safety

Management > Workplace Tasks.
Checklist in a specific workplace task
b. In the list, select the task to which
you want to add the checklist.
2. In the Checklist section, click the down arrow ( ) beside the Checklist
formatter.
3. Add a checklist.
• If you are creating a new checklist, click Create new.
• If you are using an existing checklist template, click Create from template
and select a template.
4. Add a checklist item.
a. Click the Add item icon ( ) and enter text for the checklist item.
b. Press the Enter key to add the checklist item.
Add as many additional checklist items as desired.
5. Optional: Delete unwanted checklist items by clicking the delete item icon
( ).
6. Optional: Change the order of checklist items by clicking the drag icon ( )
and dragging the item to a different position in the list.
7. Click Update.

129
Results
• If you created the checklist for a workplace task template, any task created
using this workplace template will also contain this checklist.
• If you created the checklist in a workplace task form, the checklist will be part
of only that task.
What to do next
You can save the checklist as a template for easy reuse, if required.
Save a workplace task checklist as a template

You can save a Workplace Safety Management workplace task checklist as
a template for easy reuse. A template saves time by adding checklist items
automatically in a record where you use it.
Before you begin

About this task

When you add a template checklist to a record, you can add, edit, or remove
checklist items in the record without affecting the template.
Procedure
1. Navigate to the record that contains a checklist you created.
To find out how to access the record, see Create a workplace task checklist.
2. In the Checklist section, click the down arrow ( ) beside the Checklist
formatter.
3. Click Save as Template.
4. Enter a name for the checklist template.
5. From the User Group list, select a group to limit who can use the checklist
template.
Only members of the selected group and the user who created the checklist
can use the checklist as a template. Leaving this field blank prevents anyone
but the template creator from using the checklist template.
6. Click Save.
Configure a workplace task signing template

Configure a signing template that you want to make available for signing the
completed Workplace Safety Management workplace tasks. You can configure

130
the default signing template available with the application or create a new
template.
Before you begin

About this task

When a workplace manager signs a completed task, an e-signature PDF
document is generated using a signing template and is attached to the task. For
information about signing a workplace task, see Sign a completed workplace
task.
Procedure
1. Navigate to Workplace Safety Management > Administration > HTML Signing
Templates.
2. Click New or open an existing signing template to edit it.
The application provides a default template called Task Signing Template.
3. On the form, fill in or modify the fields.
Html Signing Template form
Field Description
Acknowledgment text Text clarifying the meaning of the

signature.
For example, "I acknowledge that this
information is true".
Name Name of the signing template.
Active Option for making the template
available for use. A template must be
active to be used.
Domain Domain assigned to the template.
Select Global to allow any user who
can access templates to view and
apply this template.
Table Table associated with the template.
The selected table determines the
available variables in the Select
variables field.

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Field Description
Body Placeholder for HTML text and

variables. The variables are resolved
when the PDF is generated.
Select variables List of variables that can be used in
the body of the template. Variables
pull information from the selected
table to customize the template.
4. Customize the body of the signing template in the Body field.
a. Enter and format the text to design the body of the template.
Use the formatting tools to apply formatting options, such as bold, italic,
underline, or font styling.
b. Insert variables by locating your cursor at the desired location and selecting
the variable under Fields.
For example, to indicate which location to clean, you might insert the text
Cleaning finished for the Workplace location: and, after a space, click
Workplace location under Select variables. The variable in the Body field
text would appear as follows:
Cleaning finished for the Workplace location: ${workplace_location}
The variable is replaced with the actual location when the PDF is generated.
5. At the desired location in the Body field, enter the following variables:
• ${Checklist}: Adds the checklist variable.
• ${Signature}: Adds the signature variable.

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In the signed PDF document, the signature and checklist are embedded at
the same location where you entered these variables into the template body.
6. Click Submit.
7. Optional: Review the look of the PDF document by impersonating a
workplace manager and signing a closed task.
Create planned task definitions

Create planned task definitions in Workplace Safety Management to help
workplace managers easily generate tasks that are often repeated and
independent of shifts such as cleaning coffee vending machines or cleaning
floors. You can quickly specify the task details and the frequency at which the
task is to be performed.
Before you begin

®
Service Portal.

133
About this task
You can also access the planned task definition form by navigating to
Workplace Safety Management > Workplace Tasks > Planned Tasks Definitions
and clicking New.
Procedure
a. Click Catalog.

3. Click Add planned task definition.
Planned task definition form
Field Description
Name Name of the planned task definition.

For example, "Clean conference
rooms" for the activity of sanitizing
conference rooms.
Schedule Work schedule to be used for
planned tasks.
Workplace task template Template used for the generated
planned tasks.
Selecting a template automatically
populates certain fields such as
Assigned to, Short description,
and Workplace task type in the
generated tasks. For information
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Field Description
about workplace task templates,

see Configure a workplace task
template.
Processing Time (hours) Amount of time it should take to
complete a planned task.
Planned end time Date and time by which the task
should be finished.
Planned start time Date and time when the task should
start.
5. Click Submit.
6. If you accessed the form from Workplace Service Portal, on the verification
page, you can create another planned task definition or generate planned
tasks from this definition immediately.
Note: You can also use this definition to generate planned tasks later.
See the instructions in the Generate planned tasks topic.
Option Action
Create another planned task definition Click Add another task definition.
a. Click View all task definitions.

b. Open the planned task definition
Generate planned tasks immediately and click Generate Task.
c. Click the Workplace Tasks related
list to view the generated planned
tasks.
Results
• The planned task definition is added to the list of all planned task definitions
that you can view by navigating to Workplace Safety Management >
Workplace Tasks > Planned Tasks Definitions.
• If you created planned tasks from this definition, they are added to the list of
all planned tasks. You can view those tasks by navigating to Workplace Safety
Management > Workplace Tasks > Planned Tasks.

135
Generate planned workplace tasks
Using planned task definitions in Workplace Safety Management to create
planned tasks independent of shifts for recurring activities. For example, you can
generate tasks for a selected number of days for cleaning all floors and buildings
at midnight every day.
Before you begin

About this task

You can also create an individual planned task using the Add a task option
on the Workplace Service Portal. In this case, however, instead of multiple
planned tasks for all dates between Planned start time and Planned end time
in the selected planned task definition, only one planned task is created. For
more information on creating a one-off planned task, see Create an ad hoc
workplace task.
Procedure
1. Navigate to Workplace Safety Management > Workplace Tasks > Planned
Tasks Definitions.
2. In the list, open the planned task definition.
You can also generate planned tasks immediately when you create a new
planned task definition. For more information, see Create planned task
definitions.
3. Select Planned start time and Planned end time values based on the days and
time when you need these tasks to be performed.
4. Click Generate now.
Results
• Based on the planned start time and planned end time, planned tasks are
created for all occurrences of the schedule and appear in the Workplace
Tasks related list.
• The Expected start time in each generated planned task is auto-calculated
from the planned end time and processing time values in the respective tasks
as follows:
Planned start time = Planned end time – Processing Time
You can view all planned tasks by navigating to Workplace Safety Management
> Workplace Tasks > Planned Tasks.

136
Create an ad hoc workplace task
Create an ad hoc task in Workplace Safety Management for unplanned
activities. For example, if you notice that something isn't clean in an area or
want the area to be cleaned again, you can create an ad hoc workplace task
to get the cleaning done immediately.
Before you begin

®
Service Portal.
About this task

You can also access the workplace task form by navigating to Workplace Safety
Management > Workplace Tasks > Create New.
Procedure
a. Click Catalog.

3. Click Add a task.

137
Workplace Task form
Field Description
Workplace task type Type of the workplace task. Select

Ad-hoc Task.
Workplace location Workplace location where the task
should be performed.
Signature template Task signature template to use for
signing off on this task when it is
completed.
For more information, see Sign a
completed workplace task.
State State of the task.
Assignment group User group assigned to the task.
Assigned to User assigned to the task.
Vendor Vendor whose employees should
perform the task.
Short description Brief description of the ad hoc task.
5. Click Submit.
6. If you accessed the form from Workplace Service Portal, on the verification
page, you can create another task or view this task record in a list.
Option Action
Create another task Click Add another task.
View the task record in a list Click View all tasks.
7. Add a checklist to the task to track the actions required to complete it.
To add the checklist, open the task by navigating to Workplace Safety
Management > Workplace Tasks > All. For more information, see Create a
workplace task checklist.
Results
The ad hoc task is added to the list of all tasks that you can view by navigating
to Workplace Safety Management > Workplace Tasks > All.

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Sign a completed workplace task
As the workplace manager for a space, sign the workplace tasks Workplace
Safety Management for complete and closed activities. Signing a task
generates a PDF document for the workplace activity, which is useful for
compliance procedures.
Before you begin

Procedure
1. Navigate to Workplace Safety Management > Workplace Tasks > Closed.
2. In the list, click to open the workplace task that you want to sign.
3. In the Sign template field, review the signing template selected for the task.
For more information, see Configure a workplace task signing template.
4. Click Sign Task.
Note: The Sign Task button appears only once you have selected a
template in the Sign template field.
5. In the Sign Task form, sign the form in one of the following ways:
• In the Type signature tab, enter your name in the Full name field.
• In the Draw signature tab, draw your signature using your mouse.
6. Click Accept and complete.
Results
A PDF document of the signed form is generated based on the signing template
associated with the task and is attached to the task.
Workplace knowledge management

As a workplace admin, you can create knowledge base articles for employees.
In the articles, provide information to your employees about workplace services,
such as workplace updates, self-help, troubleshooting, and others.
With the Workplace Service Delivery application, you can create knowledge
base articles and display them as wiki pages or HTML pages. The Workplace
Service Delivery Knowledge Management is the same as the Now Platform
Knowledge Management, for more information, see Configure Knowledge
Management.
You can add attachments and enable employees to view the attachments
individually. If a knowledge base article is relevant only for a short duration, you
can specify an end date for the knowledge base article.

139
You can view and update the knowledge base articles at any time. You can
view published articles, unpublished articles and retired articles separately. You
can also republish an article whenever needed.
The Workplace Service Delivery provides the following knowledge base articles
in the Workplace Service Portal by default.
• Cafeteria services
• Parking policy for visitors
Create a workplace knowledge base article

Provide information to employees through knowledge base articles. Create
knowledge base articles with information about workplace updates, self-help,
troubleshoot steps, and others.
Before you begin

Role required: sn_wsd_core.admin or sn_wsd_core.kb_writer
Procedure
1. Navigate to Workplace Safety Management > Knowledge management >
Create new article.
2. Click New.
Knowledge form
Field Description
Knowledge base Name of the knowledge base. Select

the Workplace services knowledge
base.
Category Relevant category for the knowledge
base article. Select an existing
category, or click the add category
icon ( ) to add a new category.
You can also select or add a
subcategory.
Valid to Date until which the knowledge
base article is valid. The date is
automatically set to 2100-01-01.

140
Field Description
Article type Type of article which you want to

create. Choices are as follows:
• Select Wiki to create a wiki page.
• Select HTML to create an html web
page.
Attachment link Option to give an attachment for the
knowledge base article.
Display attachments Option to display the attachments
individually.
Short description Short description for the knowledge
base article. The short description is
displayed as the title of the article.
Article body Information that is displayed in the
knowledge base article. Use the
formatting options to change the
style of the content. This field appears
only if HTML is selected from the
Article type field.
Wiki Information that is displayed in the
knowledge base article as a wiki.
Select the Wikitext option to preview
the text. This field appears if Wiki is
selected from the Article type field.
4. Optional: To search existing articles for any duplicate content, click Search for
Duplicates.
5. Click Submit.
Results
The knowledge base article is created.
What to do next
Publish the knowledge base article. For more information, see Publish a
workplace knowledge base article.
For more information about the Now Platform Knowledge management, see
Configure Knowledge Management.

141
Publish a workplace knowledge base article
After creating a knowledge base article, publish the article on the workplace
services portal to make it available for employees.
Before you begin

Before you publish, create a knowledge base article. For more information, see
Create a workplace knowledge base article.
Procedure
1. Navigate to Workplace Safety Management > Knowledge management >
Unpublished articles..
2. Select the knowledge base article that you want to publish.
3. On the knowledge form, click Publish.
Results
The knowledge base article is published for employees to view.
For more information on how to view the published knowledge base article, see
View workplace knowledge base articles.
For more information on how to edit the publish knowledge base article, see
Modify a workplace knowledge base article.
View workplace knowledge base articles

View workplace-related updates, processes, and other information in the
knowledge base articles that your team created. Rate articles that you find
useful.
Before you begin

Procedure
1. Navigate to Workplace Service Portal > Workplace Service Portal Home.
2. Open the knowledge base page.
• Click the Knowledge tab.
• Click the Knowledge Base option.
3. In the KB categories list, select the category of the knowledge base article.
4. (Optional) If you are unsure about the category, search for the article.

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5. From the list of published knowledge base articles, select the article that you
want to view.
6. (Optional) Perform any of the following actions.
• Rate the article out of 5.
• If you found the article useful, Click Yes. If not, click No.
• Leave a comment about the article and click Submit. You can also attach
files.
Modify a workplace knowledge base article

Update a knowledge base article at any time. Retire a published article or
republish a retired article.
Before you begin

Procedure
1. Navigate to Workplace Safety Management > Knowledge management.
2. Select any of the following options to find your knowledge base article.
• All articles
• Published articles
• Unpublished articles
• Retired articles
3. Select the knowledge base article that you want to modify.
4. Select any of the following options to modify your knowledge base article.
Option Description
Select this option to update any

Update changes made to the knowledge
base article.
Select this option to remove the
Retire knowledge base article from the por
tal.
Select this option to republish a re
Republish
tired article.

143
Results
The knowledge base article is modified with the changes.

The Workplace Service Portal is a self-service portal for employees, delivering
workplace services from a central location. Employees can make reservations,
view knowledge base articles, submit and review requests, and get help using
virtual agent chat support.
From the Workplace Service Portal, you can do the following:

• Open the Reservation portal and make reservations for meeting rooms, desks,
or any other reservable workplace items.
• Register visitors in advance and customize their visit. You can register a guest
or an off-site colleague for either a short duration or a complete day.
• View and search through top-rated knowledge base articles to find
information. As you type, the search field displays suggestions based on
keywords.
• View your requests and approvals (if you are an approver).
• Submit requests for general inquiry, registering visitors, shift-based reservations,
and other requests.
• Chat with a virtual agent to submit requests and view submitted requests.
• Raise a general help request by selecting from a list of service catalog items.

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Workplace dashboards
Use the Workplace dashboards in Workplace Safety Management to get a
consolidated view of multiple workplace-related metrics so you can quickly
check space utilization and monitor the progress of workplace tasks. Real-time
information provides insights to enable making decisions such as how many
people in the workforce can be allowed at a given time into the office space.
Workplace manager dashboard

Use the Workplace manager dashboard to monitor the space allocation and
workplace maintenance activities at your office campus. For any given day,
you can view the details for available spaces, space reservations, pending
workplace requests, arrival times for different locations, employee arrivals, and
maintenance tasks.

145
146
To access the Workplace Manager Dashboard, navigate to Workplace Safety
Management > Workplace dashboards > Safety management.
Selecting a region, site, and a campus in the Workplace Report Filter at the top
of the dashboard displays reports for that campus.
End user and roles
End user and goal Required role Benefits
Workplace manager: sn_wsd_core.workplace_manager

• Review pending
Needs visibility into workplace requests
the real-time status of
the workplace space • Monitor workplace
availability, scheduled reservation requests
arrivals, and workplace created by employees
maintenance. • Monitor arrival times
• Estimate employee
gatherings at common
workplace locations
using scheduled
arrivals
• Monitor the progress of
workplace tasks
Reports
Title Type Description
Pending workplace Number of workplace

requests requests that are
Single score pending.
Today's available spaces Number of active

workspaces available for
Single score reservations today.
Today's scheduled Number of employee

arrivals arrivals scheduled for
Single score today for different
locations on the campus.

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All unassigned cleaning Number of active

tasks workplace tasks that are
Single score not assigned to anyone
and not in the Closed
state.
Pending requests List List of pending
workplace requests for
this campus.
Today's available spaces List List of active workspaces
available for reservations
today.
Today's arrival times List List of arrival times
scheduled for today for
different locations on the
campus.
Today's scheduled List List of employee arrivals
arrivals scheduled for today for
different locations on the
campus.
Today's reservations by Number of workplace
shift reservations for today
Bar grouped by their shifts.
Today's reservations List Number of workplace

reservations for today.
Unassigned cleaning Trend of the number of
tasks by day active cleaning tasks
per day that are not
Trend
assigned to anyone and
not in the Closed state.
The cleaning tasks in
this report have a due
date between today
and the next seven days
and include all task
types such as planned,
unplanned, and ad hoc.

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Unassigned cleaning List List of active workplace

tasks tasks that are not
assigned to anyone and
not in the Closed state.
Workplace dashboard in Workplace Service Portal

Use the Workplace Dashboard from Workplace Service Portal to visually analyze
the available workspace capacity, space request and reservation trends, and
monitor the maintenance tasks of your workplace. You can also reserve a space
for an employee or create a workplace maintenance task directly from this
Workplace Service Portal page.
To open the Workplace dashboard on the Workplace Service Portal, navigate to
Workplace Safety Management > Dashboard.
Selecting a region and site in the filter at the top displays reports for available
campuses in separate tabs.
Attention: For new customers, fromWorkplace Safety Management

(sn_wsd_core) version 2.2, the Dashboard is removed from the Workplace
Service Portal and Service Portal. Customers using Workplace Safety
Management version 2.1 and below can still access the dashboard after
an upgrade.

149
Workplace dashboard

150
End user and roles
Workplace manager: sn_wsd_core.workplace_manager

• Can plan for the
Needs clear visibility into phased return of
the real-time status of employees to the
the workplace space workplace after an
utilization and cleaning emergency situation
activities for shifts.
• Can monitor progress
of workplace tasks for
various office locations
Reports
The data displayed in reports corresponds to the selected campus.
Today's capacity Number of active

workspaces available
Single score today.
Today's shifts Number of shifts used in

today's reservations.
Single score
Today's reservable Number of active
spaces workspaces available to
Single score reserve.
Today's reservations Number of today's active

reservations.
Single score
Reservations per day Trend of the number of
active reservations per
day in the last seven
Trend
days for which the end
date is today or later.
Reserved spaces per Trend of the number of
day reserved workspaces per
day for all reservations
Spline
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made in the last seven

days that are active
starting today or later.
Reservable spaces per Breakdown of active
building workspaces that are
Bar available to reserve for
each building on the
campus.
Cleaning tasks for this campus
Unassigned cleaning Number of active
tasks workplace tasks that are
Single score not assigned to anyone
and not in the Closed
state.
Planned tasks Number of active
planned workplace tasks
Single score that are not yet closed.
Cleaning tasks by day Trend of the number of

active cleaning tasks per
day for which the due
Trend
date is between today
and the next seven days,
or for which no due date
is defined. The tasks in
this report are grouped
by the workplace task
type.
Workplace requests for this campus
Pending workplace Number of workplace
requests requests that are
Single score pending.
Workplace requests Total number of

created today workplace reservation
Single score requests created by the
employees today.

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Workplace requests by Trend of the number of

day workplace reservation
requests created per
Trend
day.
Related information
Create workplace reservations for an employee
Create an ad hoc workplace task
Workplace PPE Inventory Management

®
Use the ServiceNow Workplace Personal Protective Equipment Inventory
Management application to manage PPE inventory to help safeguard the
physical safety  of your workforce. Monitor the availability of PPE at different
locations, fulfill employee requests for PPE, and track PPE assigned to employees.

153
PPE supplies can easily be ordered from the self-service portal via mobile or
desktop.  A dashboard provides  a comprehensive view  of inventory  by facility,
an  aggregate look at the  entire workplace, and  historical data on how

154
  equipment  levels have changed over time.  Inventory levels can be updated
  daily for accurate, real-time inventory management.

®
Workplace PPE Inventory Management is part of a suite of ServiceNow Safe
Workplace suite applications. Use it with these other applications to help your
organization prepare its workforce and workplaces to resume operations after
emergencies and pandemics like COVID-19.

Type Instructions
®
the application.

155
Type Instructions

more information.
the SHOT team.
more information.
more information.



156
Install Workplace PPE Inventory Management

You can install Workplace PPE Inventory Management if you have the admin
role.
Before you begin

Workplace PPE Inventory Management requires the Asset Management plugin
(com.snc.asset_management). Asset Management is active by default.
Type Instructions
®
the application.
more information.
the SHOT team.
more information.

157
Type Instructions

more information.
apps.
Procedure
2. Search for PPE Inventory Management.
3. Click Install.
5. Click Install.

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Components installed with Workplace PPE Inventory Management
Several types of components are installed with Workplace PPE Inventory
Management, including tables and user roles.
Roles installed
PPE Inventory Can create PPE models, • asset

Management admin manage PPE inventory, and
assign PPE to employees. • inventory_admin
[sn_imt_ppe.ppe_admin]
Tables installed
Table Description
PPE Model Contains all PPE models.

[sn_imt_ppe_ppe_model]
PPE Stock Log Contains a log of PPE stock additions over
[sn_imt_ppe_ppe_stock_log] time.
PPE Request Contains all employee requests for PPE.

[sn_imt_ppe_ppe_request]
PPE Assignment Log Contains a log of PPE assignments over
[sn_imt_ppe_ppe_assignment_log] time.
Set up Workplace PPE Inventory Management

Complete setup tasks to start using Workplace PPE Inventory Management.
Create models for PPE items, add PPE items to your service catalog, add PPE
stock, and create stock rules.
Create models for PPE items

Create models to record the types of PPE in your inventory.

159
Before you begin
Ready-to-use models are installed with Workplace PPE Inventory Management.
Create models for any of your PPE items that don't have an existing model. View
all models by navigating to PPE Inventory Management > Models > All.
Role required: sn_imt_ppe.ppe_admin
About this task

A model represents a specific type of PPE item. For example, use one model to
track all of your N95 masks, and another model to track all of your nitrile gloves.
Procedure
1. Navigate to PPE Inventory Management > Models > Add Model.
Note: To create a model in the Now Mobile app, navigate to Health >
Manage PPE Inventory > Add Model.
Add PPE Model form
Field Description
Type Select Consumable for disposable

PPE like masks or gloves. Select
Hardware for PPE that is not
disposable and could be reassigned,
like a ventilator.
Name Name for the model.
Short description Short description for the model.
Manufacturer Manufacturer of the item.
Model number The specific model number assigned
to the item by the manufacturer.
Owner The person responsible for the model.
3. Click Submit.
Add PPE models to Service Catalog

Add PPE models through Service Catalog so employees can request the items
they need.
Before you begin

Role required: catalog_admin
160
Procedure
1. Navigate to Service Catalog > > Catalog Definitions > Record Producers.
2. Filter the category to Personal Protective Equipment (PPE).
3. Click one of the record producers.
Any record producer in the Personal Protective Equipment (PPE) category will
work.
4. Click Copy.
5. Update the Name, Model, Description, and Picture fields for the item.
6. In the Script field, replace the sys_id value with the sys_id for the PPE model
that you're adding to your service catalog.
The sys_id is a unique alphanumeric code. To get the sys_id for a PPE model,
navigate to the PPE model record, right-click the form header, and select
Copy sys_id.
7. Click Update.
What to do next
Add the Personal Protective Equipment (PPE) category to your service catalog
so employees can see the items. To add the category, navigate to Self-Service
> Service Catalog and click the plus icon ( ) in the upper right.
Add PPE stock

Add stock for a PPE model to track the availability of the item at different
locations.
Before you begin

Create stockrooms for your PPE. To create a stockroom, navigate to PPE
Inventory Management > Inventory > Stockrooms. For more information, see
Stockrooms.
Procedure
1. Navigate to PPE Inventory Management > Inventory and select Add
Consumable Stock or Add Hardware Stock.
Note: To add PPE stock in the Now Mobile app, navigate to Health
> Manage PPE Inventory and select Add Consumable Stock or Add
Hardware Stock.

161
Add PPE Stock form
Field Description
Model The model to add stock for.

Stockroom The stockroom where the PPE is
located.
Note: Only the stockrooms that

have the model appear.
Quantity The number of items in stock.
Note: For hardware items, the

quantity must be 1 so that each
item is tracked with a unique
asset tag and serial number.
You can only enter an amount that is

equal to or less than what is in stock.
Asset tag The asset tag for the item. This field is
only visible for hardware models.
Serial number The serial number for the item. This
field is only available for hardware
models.
3. Click Submit.
The stock log is updated with the PPE stock that you added. To view the stock
log, navigate to PPE Inventory Management > Inventory > Stock Log.
What to do next
After adding PPE stock, you can view all of your available PPE by navigating to
PPE Inventory Management > Inventory and selecting Consumables in Stock or
Available Hardware.
Note: The Consumables in Stock and Available Hardware pages have a

New button. Do not add PPE stock using the New button. Using this button
does not update the stock log.
Reduce PPE stock

Reduce stock for a Personal Protective Equipment (PPE) model to reflect
accurate inventory at different locations.

162
Before you begin
Procedure
1. Navigate to PPE Inventory Management > Inventory and select Reduce
consumable stock or Reduce hardware stock.
Note: To reduce PPE stock in the Now Mobile app, navigate to More >
PPE Stock and select Reduce Consumable Stock or Reduce Hardware
Stock.
Reduce consumable stock form
Field Description
Model The model to remove stock for.

Stockroom The stockroom where the PPE is
located.
Quantity The number of items to be reduced
from stock.
Note: This field is not available

for hardware items. The quantity
must be 1 so that each item is
tracked with a unique asset tag
and serial number.
Asset tag The asset tag for the item. This field is
only visible for hardware models.
Note: If you enter an asset

tag, only the stockrooms that
contain the asset appear.
Serial number The serial number for the item. This
models.
Note: If you enter a serial

number, only the stockrooms
that contain the serial number
appear.

163
Field Description
Comments The reason that you're reducing

stock.
Hardware stock
When reducing hardware models, if the asset tag and model
number are not entered, the stock is removed from the stockroom
listed first and the amount is set to zero (0).
When a model and asset tag are entered, or if the model and
serial number are entered, hardware stock is matched and the
amount is set to zero (0).
Consumable stock
If you try to enter a quantity larger than the quantity that is in
stock, the system does not allow you to proceed.
3. Click Submit.
The stock log is updated with the PPE stock that you removed. To view the
stock log, navigate to PPE Inventory Management > Inventory > Stock Log.
Create stock rules for PPE

Create a stock rule to automatically resupply a stockroom with an item.
Before you begin

About this task

When an item drops below a specified quantity, the stock rule automatically
creates a transfer order. The transfer order resupplies the stockroom by
transferring the required items from another stockroom. For more information
about transfer orders, see Transfer orders.
Procedure
1. Navigate to PPE Inventory Management > Inventory > Stock Rules.
2. Click New.

164
Stock Rule form
Field Description
Model The product model for the rule.

Threshold The item quantity that triggers
a restock. For example, enter a
threshold of 150 for masks that should
be restocked when inventory drops
below 150 in the specified stockroom.
Restocking option Stockroom. This value is automatically
populated.
Parent stockroom The stockroom that the new items are
transferred from.
Active When selected, the rule is active and
items are automatically restocked.
When cleared, the rule is not active
and items are not automatically
restocked.
Stockroom The stockroom that you want to be
automatically restocked by the rule.
Order size The number of new items to order for
the stockroom.
4. Click Submit.
PPE Inventory Overview dashboard

Use the PPE Inventory Overview dashboard to track PPE items that are in stock,
on order, and assigned to employees.
To view the dashboard, navigate to PPE Inventory Management > Overview
Dashboard.

165
PPE Inventory Overview dashboard
End users and roles
End user and goal Required role
PPE Inventory Management admin: sn_imt_ppe.ppe_admin

Track PPE in stock and assigned over
time. Plan ahead to anticipate PPE
needs and ensure that all employees
have access to the appropriate PPE.
Reports
Title Description
PPE Items Consumed Number of consumable PPE items

assigned to employees.
PPE Items In Stock Number of PPE items in stock.
PPE Items On Order Number of PPE items on order.
PPE Items In Transit Number of PPE items in transit.

166
Title Description
PPE Items In Use Number of hardware PPE items

assigned to employees.
PPE Items Missing Number of PPE items that are missing.
PPE Stockrooms By Type Number of each type of stockroom
that stores PPE.
Consumables Distributed By User Number of consumable PPE items
assigned to each employee.
Consumables In Stock By Location Number of consumable PPE items in
stock at each location.
Consumable Models All models for consumable PPE.
Stock Rules All stock rules for PPE.
Request PPE
Use Service Catalog to request personal protective equipment (PPE) for you to
use at your workplace.
Procedure
1. Navigate to Self-Service > Service Catalog and click Personal Protective
Equipment (PPE).
Note: To request PPE in the Now Mobile app, navigate to Health > Follow
These Safety Practices > Request PPE.
2. Click the item that you want to order.
3. Select a quantity for the item.
4. Click Submit.
What to do next
View the status of your request by navigating to PPE Inventory Management >
My Requests.
Fulfill a request for PPE

View employee requests for personal protective equipment (PPE). Fulfill the
requests to make sure that employees get the PPE they need to stay safe at the
workplace.
Before you begin

167
Procedure
1. Navigate to PPE Inventory Management > Requests.
2. Click the request that you want to work on.
3. In the State field, select Work in Progress.
4. In the Stockroom field, select the stockroom that you want the items to come
from.
When you select a stockroom, the Manager field is automatically populated
with the manager for that stockroom. When you update the request, the
Assigned to field is also automatically populated with that manager unless you
specify another user.
5. In the Quantity field, enter the number of items to assign to the employee.
This number might be different from the requested quantity if the employee
requested too many items, or if the stockroom doesn't have enough inventory
to fulfill the request. If the stockroom doesn't have enough inventory, you'll see
an error message when you update the request so that you don't assign more
items than you have in stock.
6. Click Update.
What to do next
When the employee receives their PPE, update the request state to Closed
Complete. A record is added to the assignment log and the consumable state
changes to Consumed.
If the request won't be fulfilled, update the state to Closed Incomplete.
Assign PPE to employees

You can assign PPE directly to an employee without them submitting a request.
Before you begin

About this task

If an employee submits a request for PPE, follow the steps to Fulfill a request for
PPE instead.
When you assign hardware PPE to an employee, the state changes from In
stock to In use. The state can be updated and the item can be reassigned to
another employee.
When you assign consumable PPE to an employee, a consumable record
is created with the quantity allocated to the employee. The state is set to
Consumed and is read-only. Consumable PPE cannot be reassigned to another
employee.

168
Note: Don't use the Consume button on consumable records to assign PPE.
Instead, use the following steps.
Procedure
1. Navigate to PPE Inventory Management and select Assign Consumable or
Assign Hardware.
Note: To assign PPE in the Now Mobile app, navigate to Health >
Manage PPE Inventory and select Assign Consumable or Assign
Hardware.
Assign PPE form
Field Description
Model The model to assign.

Issuing stockroom The stockroom where the PPE is
located.
Assigned to The employee that you're assigning
PPE to.
Quantity The number of items to assign. This
field is only available for consumable
models.
Hardware The specific item to assign, with a
unique asset tag or serial number. This
models.
3. Click Submit.
The assignment log is updated with the PPE you assigned. To view the
assignment log, navigate to PPE Inventory Management > Assignment Log.
What to do next
After assigning PPE to employees, you can view all assigned PPE by navigating
to PPE Inventory Management > Inventory and selecting Assigned Hardware or
Consumed.
Note: The Assigned Hardware and Consumed pages have a New button.
Do not assign PPE using the New button. Using this button does not update
the assignment log.

169
®
The ServiceNow Safe Workplace Dashboard provides leaders in HR, Workplace
Services, and Health & Safety with a complete view of operations. Leaders have
visual insight into the status of work sites and users to determine whether a site is
ready to resume a safe operation.
®
The Safe Workplace Dashboard relies on ServiceNow Performance Analytics
Premium features to evaluate and display data that comes from other Safe
Workplace suite applications and the COVID-19 Global Health Data Set.
Safe Workplace Dashboard and Safe Workplace suite applications

170
Install and configure the listed Safe Workplace suite and Emergency Response
Management applications. Follow the configuration instructions to ensure that
the data feeds to the dashboard successfully.
Note: Safe Workplace Dashboard does not support domain separation.


Type Instructions
®
the application.
more information.
the SHOT team.
more information.

171
Type Instructions

more information.


Install the Safe Workplace Dashboard

Install the Safe Workplace Dashboard application. You can install this
application If you have the admin role.

172
Before you begin
®
Ensure that the application and all of its associated ServiceNow Store
applications have valid ServiceNow entitlements. For more information, see Get
entitlement for a ServiceNow product or application.
The Map existing campus with locations fix script creates the initial mapping
entries between the Campus [sn_wsd_core_campus] table and the Location
[cmn_location] table.
Note: Check that all existing campuses have sites and regions populated
before running this script.
Use the default setting active=false to avoid incorrect mappings in the Campus
[sn_wsd_core_campus] table.
Run this script after activating the Safe Workplace Dashboard
(sn_imt_dashboard) plugin and ensuring that your existing campuses have sites
and regions populated.
After running the Map existing campus with locations fix script, validate that all
campuses and locations are accurate. For inaccurate data, remove entries and
see Manually map a location and campus for more information.
Type Instructions
®
the application.
more information.
the SHOT team.
more information.

173
Type Instructions

more information.
The Safe Workplace Dashboard application requires the

®
ServiceNow Performance Analytics - Premium application. If you're not already
subscribed to Performance Analytics - Premium, you must install it before
installing Safe Workplace Dashboard.
apps.
Procedure
2. Find the application using the filter criteria and search field.
an application, you may have to request it from the ServiceNow Store.
174
note information for all released apps, see the ServiceNow Store version
3. Click Install.
dependencies.
If your application requires other applications, install them first if they're not
already installed.
applications or plugins if they're not already installed.
data.
installation, it's not available to load later.
6. Click Install.
Components installed with the Safe Workplace Dashboard

Components are installed with the Safe Workplace Dashboard, including user
roles, scheduled jobs, and tables.
Roles installed
Safe Workplace View the dashboard • pa_viewer

Dashboard user information and drill into
locations.
[sn_imt_dashboard.user]
Safe Workplace Manage alert types and • sn_imt_dashboard.user
Dashboard administrator set system properties.
[sn_imt_dashboard.admin]

175
Scheduled Safe Workplace Dashboard data collector jobs installed
The data collector jobs installed with the Safe Workplace Dashboard are set to
run daily and collect data for use in the dashboard and its widgets.
[PA Workplace Collects metrics from Safe Workplace suite apps starting
Service Delivery] from the previous day to the current day. A user with the
Daily Data pa_data_collector role can change the parameters.
Collection
Aggregate Collects data from check-ins and campus statuses
campus status to populate the Reopening Check-In Count
data [sn_imt_dashboard_reopening_checkin_count] table. Runs
daily at 23:00 instance time.
Tables installed
Table Description
Alerts Alerts by campus,

[sn_imt_dashboard_alerts] generated from active
alert types.
Alert Types Alert types are PA
[sn_imt_dashboard_alert_types] thresholds below which
an alert is generated and
displayed on the Safe
Workplace Dashboard.
Breakdown All Time Values PA breakdown values,
[sn_imt_dashboard_campus_all_time_values] stored by campus.
Phase Definitions Definitions of phases and

[sn_sw_planner_phase] their assigned locations.
Used to categorize what
phase of reopening a
location is in. A location
can be in only one
phase at a time. A phase
has a name, location,
description, and allowed
maximum occupancy
percentage that is

176
Table Description
allowed during the phase.

Phase definitions are
required for information
to populate widgets
in the Safe Workplace
Dashboard Reopening
page.
Campus Statuses Primary table containing
[sn_sw_planner_campus_status] data that determines the
current status of each
location in the reopening
page and widgets of
the Safe Workplace
Dashboard.
Reopening Check-In Audience Table containing check-
[sn_imt_dashboard_reopening_checkin_audience] in audiences and
their criteria based
on the organization's
configurations.
Administrators can create
Check-In Audiences using
the condition builder to
create users. Users are
uniquely counted across
tables even if they have
the same user ID. Check-
In Audiences are required
to provide information
to populate widgets
in the Safe Workplace
Dashboard Reopening
page.
Reopening Check-In Count The Aggregate campus
[sn_imt_dashboard_reopening_checkin_count] status data scheduled job
automatically populates
the table with the dates
and locations of all
check-ins.
Campus Status Log Tracks campus statuses
[sn_imt_dashboard_reopening_campus_status_log] and how a location's
177
Table Description
status changes through

each phase.
Safe Workplace Dashboard properties

Set up Safe Workplace Dashboard properties to add your Mapbox API token
and configure how indicators are displayed across timezones.
You can obtain a token from Mapbox to add features to the Safe Workplace
Dashboard map. The base system map is from OpenStreetMap, a collaborative,
open source map application.
Mapbox requires a subscription, and their documentation site describes how to
obtain an API token to add the extra features. For more information, open the
Mapbox web site and select Documentation in the header.
To set properties, navigate to Safe Workplace Dashboard > Properties.
Safe Workplace Dashboard properties
Enter your Mapbox API Obtain a Mapbox token to add display features
Token to enable additional to the Safe Workplace Dashboard. This setting is
Mapbox features. Obtain optional.
an API token from https:// • Type: text
www.mapbox.com/.
• Default value: none
[sn_imt_dashboard.Mapbox
Token] • Location: Safe Workplace Dashboard >
Properties
• Learn more: Read the documentation on the
Mapbox website.
Use Indicator PA job When enabled, the Performance Analytics
timezone (PA) indicators shown on the Safe Workplace
Dashboard are displayed using the time zone of
[sn_imt_dashboard.Use
the indicator's data collection job. If the indicator
Indicator Job Timezone]
job time zone is not set, the instance time zone
is used instead. The indicators are displayed
identically for all users viewing the dashboard,
regardless of the user's time zone.
When not enabled, the PA indicators are
displayed based on the user's time zone. The
indicators may show different daily data to users

178
Safe Workplace Dashboard properties (continued)
in different time zones. For example, an event

occurs in the evening in Seattle, which is the next
day's morning in Berlin. A user in Seattle sees the
event in the data for October 5, while a user in
Berlin sees the event in the data for October 6.
Safe Workplace Dashboard widgets

®
The Safe Workplace Dashboard comprises ServiceNow Service Portal widgets
that are populated by Performance Analytics widgets.
Service Portal widgets in the Safe Workplace Dashboard

• Active Contact Tracing Cases
• Safe Workplace Dashboard Announcement
• Safe Workplace Dashboard Survey Sentiment
• Safe Workplace Dashboard Favorite Location
• Safe Workplace Dashboard Filter
• Safe Workplace Dashboard Employee Health
• Safe Workplace Dashboard Main Summary
• Safe Workplace Dashboard Site Details
• Safe Workplace Dashboard Main
• Safe Workplace Dashboard Overview Maps
• Safe Workplace Dashboard Site Details Ba
• Safe Workplace Dashboard PA
• Safe Workplace Dashboard Survey Donut
• Safe Workplace Dashboard Alerts
• Safe Workplace Dashboard Menu
• Safe Workplace Dashboard Vaccination Widget
For information about customizing Service Portal widgets, see Service Portal
widgets and the Widget developer guide.

179
Performance Analytics widgets
• Active Cases
• Number of Workplace Reservable Spaces
• Employees Rejected % Change from Prior Day
• Number of Employees Ready to Return
• Number of Employees Not Ready to Return
• Number of employees rejected
• % of Employees That Want To Return To Work
• Reserved Spaces
• Number of employees surveyed for readiness return
• PPE Inventory (time series)
• PPE Inventory (score)
• Number of Workplace Spaces
• Reservable vs Reserved Spaces
• Number of employees admitted Workplace Reservations
• Reservable Spaces
• Employees Admitted
• Employee Entry Health Monitoring
• Employees Rejected
• Number of Workplace Reserved Spaces
• PPE Inventory % Change from Prior Day
For information about using Performance Analytics, see Performance Analytics.
Create a campus to appear on the Safe Workplace Dashboard

You can create a campus from existing locations to appear on the Safe
Route the following information to the Safe Workplace Dashboard and display
this information by campus:
• User health and willingness to return to work.
• Building readiness.
• Personal protective equipment inventory.

180
• Active contact tracing cases.
• Potentially exposed contacts under investigation.
Ensure that you install and use the following applications for the Safe Workplace
Dashboard. Each application has a reference to a location.
®
• ServiceNow Emergency Self Report references the location in the user's
profile.
®
• ServiceNow Emergency Outreach with Employee Readiness Surveys installed.
These applications reference the location in the user's profile.
®
• ServiceNow Workplace PPE Inventory Management has defined stockrooms,
and the location is a required field for a stockroom.
®
• ServiceNow Employee Health Screening has a form for selecting a location
and a user to submit the compliance values.
• The Space Administration module of ServiceNow Workplace Safety
Management is where organization facilities are defined. Within a building,
floors, areas, and workspaces are defined. These definitions provide for
proximity screening, cleaning assignments, and workspace reservations.
One or more buildings are assigned to a campus. The location icons displayed
on the Safe Workplace Dashboard overview show the campus and any
associated buildings when you point to an icon.
• ServiceNow Contact Tracing references the affected person's campus from
a case. If the campus information is not available, then Contact Tracing
references the location in the affected person's user profile.
Note: When selecting locations for users, stockrooms, and entry requests,
select a company location that existed before you installed Workplace
Safety Management. Don't select a site, campus, or building created in the
Workplace Safety Management application.
• For Workplace PPE Inventory Management, Employee Health Screening, and

others, the location must be tied to a Workplace Safety Management campus
or building for the location to appear on the Safe Workplace Dashboard.

181
Safe Workplace Dashboard map with location icons
The locations [cmn_location] defined for the organization are the reference
that Performance Analytics uses to generate alerts. Configure the building
definitions in Workplace Safety Management with a parent location and the
corresponding latitude and longitude.
To associate locations with infectious diseases, such as COVID-19 data, from the
COVID-19 Global Health Data Set, verify that all locations are associated with a
state or country.
Create a campus to appear on the Safe Workplace Dashboard

There are multiple methods that you can use to create a campus that appears
on the Safe Workplace Dashboard.
• Auto-map a location and create a campus.
• Manually associate a location and create a campus.
• Manually map a location to a campus (Workplace Safety Management).
Auto-map multiple locations and create campuses

You can create multiple campuses with corresponding latitude and longitude
coordinates and a site automatically by selecting multiple locations.
The campuses appear on the Safe Workplace Dashboard.
Manually map a location to a campus

You can map an existing campus to an existing location manually and have it
appear on the Safe Workplace Dashboard.

182
Manually map a location to a campus (Workplace Safety
Management)
As an alternative, you can use Workplace Safety Management to manually
create a campus and have it appear on the Safe Workplace Dashboard.
Auto-map a location and create a campus

Create multiple campuses automatically by mapping them from locations so
that they appear on the Safe Workplace Dashboard.
Before you begin

Role required: sn_imt_dashboard.admin
Procedure
1. Navigate to Safe Workplace Dashboard > Campus Locations.
2. Click Generate Campuses.
The Add Locations pop-up appears.
3. Select all the locations that you want to be a campus.
The Populate OpenStreetMap data scheduled job runs every five (5) minutes
and queries the Campus Locations [sn_imt_dashboard_locations] table. If
the latitude and longitude are missing, an open street API is called to fetch
the coordinates and update the Campus [sn_wsd_core_campus] table by
passing the zip code and country name.
4. Click Add Locations to Dashboard.
Results
A site is created based on the parent name. The parent name is based on the
location name. If a region does not exist, a region is created.
Manually map a location and campus

Manually map an existing location to an existing campus and site using Campus
Locations.
Before you begin

Role required: sn_imt_dashboard.admin
Procedure
1. Navigate to Safe Workplace Dashboard > Campus Locations.
2. Click New.

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Campus Locations form
Field Description
Location Click the Lookup using list icon ( )

and select the location that you
want to associate with a campus
and site.
Campus Click the Lookup using list icon ( )
and select the campus that you
want to associate with a location
and site.
Site Click the Lookup using list icon ( )
and select the site that you want
to associate with a location and
campus.
4. Click Submit.
Manually map a location to a campus (Workplace Safety Management)

Use Workplace Safety Management as an alternative to the Safe Workplace
Dashboard to manually map a location to a campus so that it appears on your
Safe Workplace Dashboard.
Before you begin

About this task
Procedure
1. Navigate to Workplace Safety Management > Space Administration >
Campuses > , and click New.
2. Follow the steps in Configuring the form layout to add the Parent, Latitude,
and Longitude fields to the Campus form.
3. In the list of campuses, open a record and complete the following steps.
a. Select a parent location for the campus.

Do not select a site, campus, or other building that you set up in Workplace
Safety Management. Select a location from preexisting records.

184
b. Click the preview icon ( ) next to the parent location.
c. Copy the latitude and longitude values from the preview window and paste
them into the corresponding Campus form fields.
d. Click Update.
4. Continue updating campus records until they all have a parent location and
the corresponding latitude and longitude values.
Alert types used with the Safe Workplace Dashboard

®
Alert types define the ServiceNow Performance Analytics (PA) thresholds used
to generate alerts on the Safe Workplace Dashboard. Alerts are generated from
application data once per day.
Alert types in the base system
Alert type Description
Employees Uses Employee Readiness Surveys responses to calculate the

Want to number of people who are ready or mostly ready, and the
Return number of people who are not sure or not ready to return.
PPE is low Uses the Workplace PPE Inventory Management count of PPE
assets to identify when the available inventory falls below a
threshold.

185
Alert types in the base system (continued)
Alert type Description
Screening Uses Employee Health Screening entry requests to calculate the

Rejections number of people denied entry.
Low
Active Uses Contact Tracing cases to determine when the number of
Contact active cases is greater than the threshold.
Tracing
Cases
A user with the pa_admin role can define additional alert types. For information
about using Performance Analytics, see Performance Analytics.
Using the Safe Workplace Dashboard

By using a map, you can review your organization's status regarding personnel
and facility readiness to reopen. Focus on alert information regarding user
readiness, personal protective equipment (PPE) inventory levels, health
monitoring results, and active contact tracing cases created for affected users.
View status data, by facility, to prepare the reopening of the facility and send
invitations to users to return.
The Safe Workplace Dashboard presents data when the correlated Safe
® ®
Workplace suite, ServiceNow Contact Tracing, and ServiceNow Emergency
Response Management applications are installed. Verify that configuration
®
is complete so that the application data is included when the ServiceNow
Performance Analytics data collection job runs.
Note: Assign Safe Workplace Dashboard users the pa_viewer role. This role
is required to view the dashboard content.
COVID-19 Global Health Data Set

You can use the COVID-19 Global Health Data Set application at no extra
charge. COVID-19 Global Health Data Set is installed with the Safe Workplace
Dashboard. It appears as an application in the instance navigation menu,
and displays global COVID-19 information on request in the Safe Workplace
Dashboard.

186
Safe Workplace Dashboard with COVID-19 data
Navigate to COVID-19 Global Health Data Set to view the collected data by
date ranges, locations, state/provinces, and countries. Build reports or export
the data to use for your own analysis.
COVID-19 Global Health Data Set sources
Data source Description
European Centre for Disease COVID-19 metrics for the European

Prevention and Control (ECDC) Union and European Economic Area
from the European Centre for Disease
Prevention and Control. For more
information on this data source, see
the European Centre for Disease
Prevention and Control website.
Government of Canada Public Health COVID-19 metrics for Canada from
Infobase the Canadian government. For more
information on this data source, see
the Government of Canada Public
Health Infobase website.
Our World in Data (OWID) Worldwide COVID-19 metrics from Our
World in Data. For more information on
this data source, see the OWID GitHub
repository.

187
COVID-19 Global Health Data Set sources (continued)
Data source Description
USA Facts COVID-19 metrics for the United States

from USA Facts. For more information
on this data source, see the USA Facts
website.
Use the Safe Workplace Dashboard

Navigate to Safe Workplace Dashboard > Safe Workplace Dashboard to open
the dashboard in a new browser window.
Locations with alerts are listed on the left. Click the arrow on the card or the
location icon to zoom in to the location and its alerts. Use the Region and Site
lists at the top left to select specific regions and sites to review.
To add a favorite location, click Manage Favorites and search for the location.
After you select it, the location name appears in the header (R1 S1 in the
example image). Click the location to open it directly. To remove a location
from favorites, click Manage Favorites again and click the (x) on the location
you want to remove.
Note: The Safe Workplace Dashboard shows only PPE inventory and
health screening data associated with a Workplace Safety Management
campus or building. PPE stockrooms and health screenings must have
a Workplace Safety Management campus or building selected in the
Location field to be displayed on the dashboard. For information about
creating Workplace Safety Management campuses and buildings, see
Providing your workplace data.

188
Safe Workplace Dashboard overview page
Continue drilling down to a facility to see its recent statuses. The New Confirmed
COVID-19 Cases widget provides data from the COVID-19 Global Health Data
Set. It shows the number of new cases and deaths for the location, and can also
show the number of new cases and deaths per 100,000 people if population
data for the location is available. For locations in the United States, you can filter
the New Confirmed COVID-19 Cases widget to show data at the state or county
level. The Populate OpenStreetMap data scheduled job retrieves county data for
campuses.

189

190
Use the information to organize the reopening of the facility and reduce
workplace transmission of infectious diseases, such as COVID-19.
• Order PPE inventory if levels are low.
• Send an outreach survey to reassess user readiness to return.
• Verify that the workplace cleaning schedule is on track to reopen safely.
• Encourage managers to have users make workspace reservations to return.
• Create cases for affected users and tasks for the follow-up interviews with
potentially impacted users.
Review the Safe Workplace Dashboard Reopening page

View the Safe Workplace Dashboard Reopening page by clicking Reopeningto
see visualizations of reopening data across three widgets:
• The Location Reopened Status displays what regions are open and shows how
many are open by region.
• Approved Worker Count vs. Avg Daily Check-Ins provides information to help
determine whether too few or too many people are being checked in for the
current week.
• The Campus Status widget is a filterable view with an overview of campus
locations and metrics such as the current phase, maximum daily occupancy
percent, and number of approved workers. You can manually add or edit
locations by selecting the campus or clicking New.
Note: A location cannot have more than one campus status at a time.

191
Safe Workplace Dashboard Reopening page
To populate the Safe Workplace Dashboard page, create Phase Definitions

to track locations through their various phases. Otherwise, no data will display.
Updates are performed daily at 23:00 instance time regardless of the number of
campuses in your organization and their geographic location.
For each phase, navigate to Safe Workplace Dashboard > Phase Definitions and
click New to create customized phases for your organization. You can define
their phases with the following information:
• Names for the phases such as Phases 1, 2, and 3 or red, yellow, and green
(Name)
• The location the phase applies to (Location)
• The maximum daily occupancy percentage (Max daily occupancy percent)
• A description of the phase

192
You can determine your own criteria for what constitutes a check-in. Navigate
to Safe Workplace Dashboard > Reopening Check-In Audience and click New
to open a new record. Administrators can use the condition builder to define
the tables and fields to add to a check-in and mark the Check-In Audience as
active.
Review COVID-19 vaccination metrics in the Safe Workplace

Dashboard
Organizations with the Vaccination Status application can use data from the
application and public data from the COVID-19 Global Health Data Set to
review COVID-19 vaccination metrics across the United States and worldwide.
Organizations can then compare their vaccination numbers to public numbers
to gain a better understanding of their organization's vaccination efforts.
This data is made available through the Safe Workplace Dashboard
Vaccination Widget. The following metrics are available in the Safe Workplace
Dashboard Vaccination Widget:
• The number of people fully vaccinated per 100
• The number of people vaccinated per 100
• The number of total vaccination doses per 100
Users with the admin role can add the Safe Workplace Dashboard Vaccination
Widget to the Safe Workplace Dashboard Site View. For more information, see
Add a vaccination widget to the Safe Workplace Dashboard.
Important: Users must have the sn_imt_dashboard.user and

sn_imt_vaccine.vaccine_profile_reader roles to see any vaccination data
in the dashboard.

193
Safe Workplace Dashboard Vaccination Widget
Vaccination data is pulled from the last 30 days and includes campus data
based on the vaccine responses per location from the Vaccination Status
application. The widget is scheduled to update automatically once the
COVID-19 Global Health Data Set and Vaccination Status are installed. Updates
are performed daily at midnight (00:00) instance time, regardless of the number
of campuses in your organization and their geographic location.
Note: If data is unavailable or missing, the widget will not display data
for that day (even if available) until the next day the scheduled jobs run
successfully.
Add a vaccination widget to the Safe Workplace Dashboard

As an admin, add the Safe Workplace Dashboard Vaccination widget to the
Safe Workplace Dashboard Site View portal page.
Before you begin

To successfully add the Safe Workplace Dashboard Vaccination widget and
populate it with data, note the following requirements:
194
• The Vaccination Status application must be installed and configured. For more
information, see Vaccination Status.
• The Safe Workplace Dashboard application must be installed and configured.
For more information, see Safe Workplace Dashboard.
Procedure
1. Navigate to Safe Workplace Dashboard > Safe Workplace Dashboard.
2. Navigate to a campus and select View details
3. Press Control+right-click on the widget instance and select Page in Designer.
4. Search for SWD Vaccination Graph.
5. Select SWD Vaccination Graph and drag it onto the page.
6. Change the chart type to Line.
a. Click the edit icon.
b. Change the Chart Type to Line.
c. Click Save.
Results
The Safe Workplace Dashboard Vaccination widget appears in the Safe
Contact Tracing
®
The ServiceNow Contact Tracing application helps organizations reduce
workplace transmission of infectious diseases, such as COVID-19, by identifying
any on-site users who might have been in contact with an affected user. The
user receives updates about the number of reported cases or symptoms in the
location. A list of potentially exposed users is created from various data inputs,
such as badge scans, Wi-Fi access logs, and daily contact logs.
Features
• Identify on-site users who may have been in contact with a potentially
infected user.
• Aggregate contact tracing information across workplace locations, work shifts
and reservations, badge scans, Wi-Fi access logs, and self-reporting logs to
enhance search criteria.

195
• Identify potential user interactions with a user using the Wi-Fi access data
by correlating who connected to the same Wi-Fi network using laptops,
mobile devices, or Bluetooth LE devices. You can get the Wi-Fi access data by
manual import or through integration with Mist Systems or Cisco DNA Spaces.
• Get the contact tracing data of users who use handheld or wearable devices
at the workplace. You can import the contact tracing report from Zebra
MotionWorks Portal.
• Monitor risk scores of users who use wearable devices at the workplace. You
can import risk score reports with Devvio integration.
• Create outreach cases and tasks for follow-up interviews with potentially
impacted users.
• Assess the status of potentially exposed contacts and their next two levels of
potential exposures from within a case using visualization.
• Maintain the data privacy of users, in the context of contact tracing by
obtaining their consent.
• Use data retention settings to determine when the data collected for contact
tracing is automatically deleted from the system.

196
®
Use with other ServiceNow Safe Workplace suite and Emergency
Response Management applications
The Contact Tracing application provides enhanced capabilities and additional
features with other Emergency Response Management and Safe Workplace
suite applications.
• Emergency Outreach: Configure and send email and mobile notifications to
users requesting them to submit daily contact logs and to get responses for
privacy consents.
• Emergency Exposure Management: Run a diagnostic report on affected
users to identify potentially exposed users who might have interacted with the
affected user. You can use multiple data sources to broaden the coverage of
finding potential exposure. Review tracing systems for data sources provided
by Contact Tracing to see whether these tracing systems meet your business
needs. You can modify these tracing systems or set up a new tracing system
for your data source. For more information, see Set up a tracing system for an
exposure data source.
• Safe Workplace Dashboard: View the trend of active cases and potentially
exposed contacts over a given time period for a campus or location. You can
also get alerts to determine when the number of active cases is higher than
the threshold in a particular campus or location.
• Emergency Self Report: A case is created automatically for a user who is
reported to be in quarantine if no active case exists for the user at the time of
reporting.
• Employee Readiness Core:
◦ Automatically adds or updates a user's health and safety requirement status
when a user is identified as a potentially exposed contact in a case. This
up-to-date information helps you evaluate the readiness of your potentially
exposed users to return to the workplace.
◦ Automatically adds or updates a user's privacy consent requirement status
when a user responds to the privacy consent request. This up-to-date
information helps you ensure that your users acknowledge the privacy
consent before entering the workplace to facilitate contact tracing as
desired.
• Vaccination Status: Review a potentially exposed contact's vaccination status
in the contact tracing visualization.

197
Domain separation for the Contact Tracing application
The Contact Tracing application supports domain separation at the Standard*
level. For more information, see Domain separation and Contact Tracing. For a
deeper understanding of the support levels, see Application support for domain
separation.


Install Contact Tracing

You can install Contact Tracing if you have the admin role.
Before you begin

The following applications are also installed when you install the Contact Tracing
application:

198
®
• ServiceNow Emergency Exposure Management
®
• ServiceNow Employee Readiness Core
You can also install and activate the following applications to use all Contact
Tracing features:
®
• ServiceNow Emergency Outreach
®
• ServiceNow Emergency Self Report
®
• ServiceNow Safe Workplace Dashboard
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.
®
The Contact Tracing application requires the ServiceNow Performance
Analytics - Premium application. If you're not already subscribed to Performance
Analytics - Premium, you must install it before installing Contact Tracing.

199
apps.
Procedure
2. Search for Contact Tracing.
3. Click Install.
4. In the Application installation dialog box, click Install.
6. Optional: Control access to the application by creating a group and
assigning roles to the group or individual users.
(Optional) For more information, see Roles.
Components installed with Contact Tracing

Several types of components are installed with Contact Tracing, including tables
and user roles.

200
Roles installed
Contact Tracing admin Application- • sn_imt_tracing.case_manager

[sn_imt_tracing.admin] specific
admin for • sn_imt_tracing.badge_admin
Contact • sn_imt_tracing.contact_tracing_u
Tracing
and has
administrative
privileges.
Contact tracing user Can submit • sn_imt_checkin.dailylog_user
[sn_imt_tracing.contact_tracing_user] daily • sn_imt_tracing.privacy_consent_u
contacts log
and privacy
consent
preference,
and access
contact
tracing cases
when added
to the case
watch list.
Badge admin Can create, • sn_imt_tracing.badge_manager
[sn_imt_tracing.badge_admin] update,
delete, and
import badge
data.
Badge manager Can create, • sn_imt_tracing.badge_reader
[sn_imt_tracing.badge_manager] update, and
import badge • import_admin
data.
Badge reader Can view • None
[sn_imt_tracing.badge_reader] badge
access
register data.

201
Case manager Can create • sn_imt_diagnosis.diagnostics_adm

[sn_imt_tracing.case_manager] and manage
outreach • sn_imt_tracing.contact_tracer
cases, run
diagnostic
requests
to identify
potentially
exposed
contacts.
Can create,
assign, and
supervise
tasks.
Contact tracer Can work • task_editor
[sn_imt_tracing.contact_tracer] on assigned
case tasks • survey_reader
to follow
up on the
health status
of potentially
exposed
contacts,
as per the
predefined
instructions.
Privacy consent user Can submit • None
[sn_imt_tracing.privacy_consent_user] and update
the user
policy
consent for
themselves.
Tracing user Can fill in • None
[sn_imt_tracing.dailylog_user] the daily
contacts log
to submit a
list of users
that they
interacted

202
with at the
workplace.
Wi-Fi admin Can create, • sn_imt_tracing.wifi_manager
[sn_imt_tracing.wifi_admin] update,
delete, and
import Wi-Fi
access logs.
Wi-Fi manager Can create, • import_admin
[sn_imt_tracing.wifi_manager] update, and
import Wi-Fi • sn_imt_tracing.wifi_reader
access Logs.
Wi-Fi reader Can view • None
[sn_imt_tracing.wifi_reader] Wi-Fi access
logs.
Wearable admin Can create, • sn_imt_tracing.wearable_manage
[sn_imt_tracing.wearable_admin] update,
delete,
and import
handheld
or wearable
devices
access logs.
Wearable manager Can create, • sn_imt_tracing.wearable_reader
[sn_imt_tracing.wearable_manager] update,
and import
handheld
or wearable
devices
access logs.
Wearable reader Can view • None
[sn_imt_tracing.wearable_reader] handheld
or wearable
device
access logs.

203
Scheduled jobs installed
Data Deletes contact tracing data after the retention period is over
Retention from the last updated date for the records related to contact
Job For tracing. The data includes badge swipes, Wi-Fi access register
Contact data, employee daily contact logs, daily log notes, and daily log
Tracing acknowledgements, cases and associated case tasks, exposed
contacts, diagnostic requests, diagnostic jobs, and workplace
reservations.
Note: The data retention policy doesn't apply to user privacy

consent data.
Devvio Runs daily at 00:00:00 instance time and populates the Devvio
Integration Users Risk Report for organizations that use Devvio wearables and
the DevvTrace platform.
Load Mist Runs daily at 00:00:00 and populates the sites for the organizations
Systems that use Wi-Fi logs from Mist Systems.
Tables installed
Table Description
Badge Access Register Badge swipe records of all

[sn_imt_tracing_badge_access_register] users.
Badge Access Register Stage The Import Set table for

[sn_imt_tracing_badge_access_register_stage] importing the badge
access data from an Excel
spreadsheet. When you load
data from the Excel file into
the application, the imported
records are first saved in this
import set table. After you run
the transform, or execute the
scheduled import script, the
records are copied from this
table to the Badge Access
Register table.

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Table Description
Badge Reader User ID badge reading

[sn_imt_tracing_badge_reader] devices installed in a location.
User Badge Users and their ID badge

[sn_imt_tracing_user_badge] information.
Case Outreach cases for affected

[sn_imt_tracing_case] users to help minimize
potential exposure to others.
Case Task Case tasks in outreach
[sn_imt_tracing_case_task] cases to follow up with the
potentially exposed users to
track health status.
Exposed Contacts Potentially exposed users that
[sn_imt_tracing_exposed_contact] might have interacted with a
user who has been diagnosed
with an infectious disease. The
records in this table are stored
when the case manager
adds all impacted users to
the case. Impacted users
are identified through the
diagnostic request using
multiple data input.
Daily Contact Logs The names of users submitted
[sn_imt_tracing_daily_contact_log] using daily contact logs by
another user.
Daily Log Acknowledgements Acknowledgement status
[sn_imt_tracing_daily_log_acknowledgement] to identify which users have
responded to the notification
to submit the daily contacts
log.
Daily Log Notes Names of users outside of the
[sn_imt_tracing_daily_log_note] organization, such as visitors
and contractors submitted
using daily contact logs by
another user.
Devvio Users Risk Report Devvio users and their risk
scores captured by Devvio
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Table Description
[sn_imt_tracing_devvio_users_risk_report] wearables. The records in

this table are imported from
the DevvTrace platform and
updated daily.
Location Privacy Configuration Configuration for the location-
[sn_imt_tracing_location_privacy_config] based privacy policy, such
as the privacy statement for
a location and whether a
particular location requires
privacy consent.
Privacy Consent Template Template to store the privacy
[sn_imt_tracing_privacy_consent_template] statement for a location and
is used in the location privacy
configuration.
User Privacy Notice and Consents Responses of users to the
[sn_imt_tracing_user_privacy_consent] privacy consent.
Sites Sites in the building of your

[sn_imt_tracing_site] organization. Each floor is
considered as a site. Each site
can be further divided into
zones. Each zone can have
multiple Wi-Fi routers installed,
called as Wi-Fi access points.
Wi-Fi Diagnostic Preferences Type of Wi-Fi data used for
[sn_imt_tracing_wifi_diagnostic_preference] contact tracing. For example,
you might have real-time
data for a location collected
through the integration with a
network system, such as Mist
Systems. For other locations,
you might manually upload
data from a spreadsheet.
Wi-Fi Access Register Entry and exit time records of
[sn_imt_tracing_wifi_access_register] users who have connected to
the office Wi-Fi access points
or using the BLE enabled
devices.

206
Table Description
Wearable Access Register User interaction records

[sn_imt_tracing_wearable_access_register] captured using the proximity
sensing data via their
handheld or wearable
devices when they are in the
close proximity for more than
the permissible time.
Setting up Contact Tracing

Configure system properties, scheduled jobs, script includes, Wi-Fi access
log integration, and outreach notifications to aggregate contact tracing
information for various data sources.
Get contact tracing information from various data sources such as workplace
locations, work shifts and reservations, badge scans, Wi-Fi access logs, and
self-reporting logs. Use these data sources to identify potentially exposed users
by running the diagnostic request in the Emergency Exposure Management
application.
Identifying potentially exposed users using tracing systems

A tracing system is configured for each contact tracing data source. Review the
tracing systems for data sources to see whether these tracing systems meet your
business needs. You can modify these tracing systems or set up a new tracing
system for your data source.
For more information, see Set up a tracing system for an exposure data source.
Set up Contact Tracing properties

Configure system properties to adjust how contact tracing data is used.
Before you begin

About this task

Note: For system properties associated with tracing systems, see System
properties for tracing systems in Emergency Exposure Management.

207
Procedure
1. Navigate to Contact Tracing > Administration > Properties.
Properties for Contact Tracing
sn_imt_tracing.data_retention_period Number of days after which the

data collected for contact tracing
is automatically deleted from the
system. The retention period is
calculated from the last updated
date of the data. The retention
policy applies to the following
contact tracing data:
• Badge swipe data.
• User daily contact logs, daily
log notes, and daily log
acknowledgment data.
• All closed and canceled cases
and associated potentially
exposed contacts, case tasks,
diagnostic requests and the
underlying source data, and
diagnostic events.
Note: A survey associated

with cases eligible for
deletion after the retention
period is not deleted
because surveys have their
own retention period. For
more information, see Clean
up assessment data.
• Wi-Fi access register data
The default value is 90.
sn_imt_tracing.auto_create_case_tasks Enables or disables automatic
creation of a case task when a
case manager adds a potentially

208
exposed contact to a contact

tracing case.
If the property value is set to Yes,
the base system workflow, Create
case tasks for exposed contacts,
triggers the creation of a case task
when a potentially exposed contact
is added to a case.
The default value is Yes.
3. Click Save.
Domain separation and Contact Tracing

®
Domain separation is supported for the ServiceNow Contact Tracing
application. The application helps organizations reduce workplace transmission
of infectious diseases, such as COVID-19, by identifying anyone on site who
might have been in contact with an affected person.
Support level: Standard*

The support level is Standard but has some exceptions or special conditions.
• Includes Basic level

• Business logic: The service provider (SP) creates or modifies processes per
customer. The use cases reflect proper use of the application by multiple SP
customers in a single instance.
• The instance owner must be able to configure minimum viable product (MVP)
business logic and data parameters. This configuration is done per tenant, as
expected for the specific application.
Sample use case: An admin must be able to make comments required when a
record closes for one tenant, but not for another.
For more information on support levels, see Application support for domain
separation.
Overview
Service providers need to be able to manage multiple customers in a single
instance to deliver their services via Contact Tracing in the Safe Workplace suite.
Beginning with the Paris release, scheduled jobs introduced support for domain
separation at the Standard level.

209
Admins must install the Domain separation plugin before working with the
Contact Tracing tables.
See Domain separation and Safe Workplace suite to learn how to set up
Contact Tracing with domain separation.
Related information
Domain separation for service providers
Modify the scheduled data import job

As an administrator, review and modify the scheduled data import jobs used
for importing badge access and Wi-Fi access data from an Excel file into the
Contact Tracing application.
Before you begin

About this task

The following scheduled jobs are installed with the Contact Tracing application:
• Badge Access Register Scheduled Import
• Wi-Fi Access Register Scheduled Import
These jobs are set for manual execution to import the badge access data or Wi-
Fi access data from an Excel file. You can modify the settings based on when
and how you want to import the data.
Procedure
1. Navigate to Contact Tracing > Administration > Data Import Jobs.
2. Open a Scheduled Import record.
3. Review and modify the settings as required.
For more information on configuring a scheduled data import, see Schedule a
data import.
4. Click Update.
Related information
Importing data using import sets
Configure the time zone setting for badge and daily log data
Add a script include in the Global scope to consider the affected user's time
zone when you run a diagnostic request using the badge reader or user daily
log data source.

210
Before you begin
Procedure
1. Navigate to System UI > Script Includes.
2. Click New.
3. In the Name field, enter TimeZoneUtils.
4. From the Accessible from list, select All application scopes.
5. Copy the following script into the Script field.
var TimeZoneUtils = Class.create();
TimeZoneUtils.prototype = {
initialize: function() {
},
getTimeZone: function(timeZoneString) {
return Packages.java.util.TimeZone.getTimeZone(timeZoneString);
},
getTimeZoneOffSet: function(timeZoneString, gdt) {
var timeZoneObj = this.getTimeZone(timeZoneString);
var dateTime = new GlideDateTime();
if (gdt) {
dateTime.setValue(gdt);
}
dateTime.setTZ(timeZoneObj);
return dateTime.getTZOffset();
},
getBoundaryDates: function(timeZoneString, offset, dateTime) {
var tz = this.getTimeZone(timeZoneString);
var gd = new GlideDateTime();
gd.setValue(dateTime);
gd.add(offset);
var startTime = '00:00:00';
var endTime = '23:59:59';
var actualDate = new GlideDate();
actualDate.setValue(gd.getValue());
var startDateTime = new GlideDateTime();
startDateTime.setTZ(tz);
startDateTime.setDisplayValueInternal(actualDate + ' ' + startTime);
var endDateTime = new GlideDateTime();
endDateTime.setTZ(tz);
endDateTime.setDisplayValueInternal(actualDate + ' ' + endTime);
return {

211
startDateTime: startDateTime,
endDateTime: endDateTime
};
},
type: 'TimeZoneUtils'
};
6. Click Submit.
Results
The script is used when you run the diagnostic request using the badge reader or
user daily log data source. These data sources identify the potentially exposed
users who might have come in contact with an affected user. The script
considers the affected user's time zone while calculating the date and time from
the badge swipe data or daily log data.
Configure an email notification for the daily contact log

Configure a custom email notification to use with Emergency Outreach
notifications so you can request that users submit a list of other users they came
in contact with throughout the workday.
Before you begin

Review the existing Employee Daily Log Alert and Daily Contact Log Notification
email notifications to familiarize yourself with the base scripts and settings.
About this task

When you configure an email notification for use as a daily contact log, you
are creating a customized email notification for contact tracing purposes.
The Employee Daily Log Alert and Daily Contact Log Notification are email
notifications you can review for a better understanding on how notifications
similar to the one you might create are configured.
Procedure
2. Click New.
3. Optional: In the Name field, enter a descriptive name for the notification.
4. In the Table field, select the Daily Log Acknowledgements
[sn_imt_tracing_daily_log_acknowledgement] table.

212
• Enter conditions in the condition builder to define when users are sent the
email notification.
• Copy the following example script in the Advanced condition field and
make these modifications.
◦ Give the variable a different name, for example,
employeeCheckInAcmeSysId.
◦ Enter the new notification sys_id as the value.
◦ Enter the variable name that you declared at the end of the second line.
Example
Example Advanced condition script:
var employeeCheckInAcmeSysId = '<replace with this notification sys_id';
answer = current.employee_check_in.notification == employeeCheckInAcmeSysId
6. On the Who will receive tab, select from Users and Groups to determine who
will receive the notification.
7. Complete the remaining information on the What it will contain tab.
What it will contain tab
Field Action
Email template Select the email template used

to determine any pre-configured
content within the subject line and
message body.
Subject Create the subject line that users see
when they receive the email.
Message HTML In the Message HTML field, add
and customize the text or source
code of the message to meet your
organization's needs.
Note: While entering the

email content in the Message
HTML field, make sure that you
include the link to the Daily
Contact Log form.
8. Click Submit.

213
Notification.
10. Review the notification and make any changes required.
11. Click Update.
Results
You created a custom email notification for use as daily contact log with
Emergency Outreach notifications. When you modify or create an Emergency
Outreach notification, you can select this notification for the Daily Contact Log
or custom outreaches.
What to do next
To use this email notification for as your daily contact log, see Configure an
Emergency Outreach notification for the daily contact log.
Configure an Emergency Outreach notification for the daily contact log

As an administrator, create or configure the Emergency Outreach notification to
send email and mobile push notifications to employees to ask them to submit a
list of co-workers whom they have interacted with on a given day.
Before you begin

Ensure that you have the Emergency Outreach application installed. For details,
see Install Emergency Outreach.
®
Employees must have the Now Mobile app installed on their phones to receive
mobile push notifications. For more information, see Now Mobile app.
Role required: sn_imt_checkin.checkin_admin or admin
Procedure
1. Navigate to Contact Tracing > Administration > Daily Log Alerts.
2. Either edit the existing notification by opening the Daily Contact Log outreach
record or click New to create one.
3. Enter the outreach notification name in the Event name field.
4. Select the Employee Daily Contact Log Alert check box.
The Daily Contact Log option is selected in the Response mode field on the
Content configuration tab. You cannot change this value if the Employee
Daily Contact Log Alert check box is selected.
5. On the Select targeted audience tab, select the target audience for the
notification, and click Save.

214
• You can choose from user lists, groups, departments, locations, or other
search filters such as building, cost center, or country code.
®
• If you have the ServiceNow Employee Health Screening application
installed, the Use Employee Health Screen Data option is available. Select
this check box to include all employees cleared in the health screening to
enter the premises. For more information, see Employee Health Screening.
®
• If you have the ServiceNow Workplace Safety Management application
installed, the User Workplace Reservation Data option is available. Select
this check box to include all employees with confirmed or approved
reservations for that day. For more information, see Workplace Safety
Management.
6. On the Content configuration tab, select a notification in the Notification field,
and choose how to send the notification.
• To send the notification by email, select the Email notification check box
and enter the email subject and body.
• To send a mobile push notification, select the Now Mobile Push notification
check box and enter or modify the push message and a detailed push
message.
This option is available only if the ServiceNow NowMobile App Screens and
Applet Launcher (com.glide.mobile-employee) plugin is activated.
Push notifications use the ServiceNow Request Application notification
device. When users register their mobile application to an instance, this
notification device is automatically created in their notification preferences.
Ensure that this device is active for the users that you want to receive the
push notification.
• To use a custom notification channel, click the Additional Channels related
list, click Edit, and move the channel to the Additional Channels List. Click
Save.
Make sure that the Email notification and Now Mobile Push notification
check boxes are not selected or notifications will also be sent through those
channels.
7. Click Save.
The target audience and content configuration changes are saved.
8. Click Schedule.
9. In the Scheduled Script pop-up window, configure a scheduled job to the
notification.
For more information, see Configure a scheduled job.

215
10. Click Submit.
A script is added to the scheduled job. The job is associated with the outreach
notification.
Results
An outreach notification with a scheduled job is created. The job sends
notifications to the target audience per the set schedule.
What to do next
A user with the sn_imt_checkin.checkin_admin role can send the Outreach
notification on demand.
A user with the admin or sn_imt_checkin.checkin_admin role can stop the
scheduled job to send the notifications automatically. To do so, click Schedule
and in the dialog box, clear the Active check box, and then click Update.
Configure Contact Tracing data retention settings

Configure the data retention settings for the data collected for contact tracing
such as badge swipe data, employee daily contact logs, and cases.
Before you begin

About this task

A system property and scheduled jobs control the data retention policy for
contact tracing data.
• The sn_imt_tracing.data_retention_period system property determines the
number of days the contact tracing data will be available in the system
before it is deleted automatically.
• The Data Retention Job For Contact Tracing scheduled job checks for records
that have an updated date that is past the defined retention period, and
deletes them.
The data retention policy applies to the following contact tracing data:
Badge swipe data
Table impacted: Badge Access Register
[sn_imt_tracing_badge_access_register]
Closed and canceled cases and associated records

216
Tables impacted: Case [sn_imt_tracing_case], Case
Task [sn_imt_tracing_case_task], Exposed Contacts
[sn_imt_tracing_exposed_contact], Diagnostic Request
[sn_imt_diagnosis_diagnostic_request], Diagnostics Events
[sn_imt_diagnosis_diagnostics_event], and Potential Workplace
Exposure [sn_imt_diagnosis_potential_workplace_exposure]
The Diagnostic Request and Diagnostics Events tables are
installed with the Emergency Exposure Management application.
Note: A survey associated with cases that are eligible

for deletion after the retention period is not deleted
because surveys have their own retention period. For more
information, see Clean up assessment data.
Employee daily contact logs

Tables impacted: Daily Contact Logs
[sn_imt_tracing_daily_contact_log], Daily Log Acknowledgements
[sn_imt_tracing_daily_log_acknowledgement], and Daily Log
Notes [sn_imt_tracing_daily_log_note]
Wi-Fi access data
Tables impacted: WiFi Access Register
[sn_imt_tracing_wifi_access_register]and Wi-Fi Access Register Job
[sn_imt_tracing_wifi_access_register_job]
• The Purge Contact Tracing Deleted Records (Data Retention) scheduled job
purges all deleted records of contact tracing from the Audit Deleted Record
[sys_audit_delete] table. All deleted records with an updated date past the
defined retention period are purged.
Procedure
1. Set the period for which you want to keep the contact tracing data.
a. Navigate to Contact Tracing > Administration > Properties.
b. Enter a value in the Contact Tracing data retention period (in days)
property.
The default value is 90 days.
c. Click Save.
2. Configure the scheduled job to determine when the job runs to check for and
delete the contact tracing data.

217
a. Navigate to System Definition > Scheduled Jobs.
b. Open the Data Retention Job For Contact Tracing scheduled job.
c. Configure the job settings and click Save.

3. Download, import, and configure the Purge Contact Tracing Deleted Records
(Data Retention) schedule job in the Global scope to purge deleted records.
a. Download the Purge Contact Tracing Deleted Records (Data Retention) XML
®
file from the Contact Tracing application page on the ServiceNow Store.
b. Navigate to System Definition > Scheduled Jobs.
c. Import the downloaded XML file into the Scheduled Job [sysauto] table.
For more information on importing, see Import a record from the template.
d. Search and open the Purge Contact Tracing Deleted Records (Data
Retention) record.
e. Select Active to activate the job.
f. In the Run field, set the schedule for the job to run.
g. Click Update.
Create a requirement for potentially exposed contacts to return to work

Create a requirement for potentially exposed employees to meet to verify that
they are eligible to return to work.
Before you begin

®
• Health and safety requirements are available in the ServiceNow Employee
Readiness Core application, which must be installed.
®
• Health and safety requirements are built with ServiceNow Flow Designer, so
make sure you're familiar with the Flow Designer basics.
Role required: sn_imt_core.admin

218
About this task
Define health and safety requirements for employees to return to work.
Employees should not be in any potentially exposed contacts investigation of
a case. If they are part of an active case investigation, they should meet the
requirement of a clear status to be eligible to return to workplace. For more
information, see Follow up with potentially exposed contacts.
Note:
This procedure describes how to create a requirement using the base
system Exposed Contacts Requirement as an example.
Procedure
1. In Flow Designer, create an action to add or update the requirement status for
an employee added to the potentially exposed contacts list of a case.
a. Create an action and save it in the Employee Readiness Core application.
b. In the Inputs section of the Action Outline, create an input for the type of
record to use to check whether the employee meets the requirement.
For example, to meet the Exposed Contacts Requirement,
employees must have a record in the Exposed Contacts table
[sn_imt_tracing_exposed_contact].
Label Name Type Mandatory
Exposed Contact exposed_contact Reference.ExposedYes

Contacts
[sn_imt_tracing_exposed_contact]
c. Add a Script Step to the Action Outline.
d. In the Required Runtime field, select Instance.
e. Create an input variable using the input that you created for the action as
the value.
This variable enables you to use the input for the action in a script.

219
Input Variables
Name Value
exposed_contact Exposed Contact input that you

created in the Inputs section.
f. In the Script field, add a script to define the conditions when an employee's
requirement status is cleared or not_cleared.
For the Exposed Contacts Requirement, the requirement is not cleared for
an employee if the health status in any exposed contact records for the
employee is under_investigation or infected, and cleared for any other
response.
(function execute(inputs, outputs) {
outputs.requirement_status = 'cleared';
if (!inputs.exposed_contact.is_primary_exposed_contact) {
var now_GR = new GlideRecord('sn_imt_tracing_exposed_contact');
now_GR.addQuery('exposure_case.active',true);
now_GR.addQuery('is_primary_exposed_contact',true);
now_GR.addQuery('user',inputs.exposed_contact.user);
now_GR.setLimit(1);
now_GR.query();
if (now_GR.next()) {
if(now_GR.status == 'under_investigation' || now_GR.status == 'infected'){
outputs.requirement_status = 'not_cleared';
}else{
}
}else{
var gr2 = new GlideRecord('sn_imt_tracing_exposed_contact');
gr2.addQuery('exposure_case.active',true);
gr2.addQuery('user',inputs.exposed_contact.user);
gr2.query();
while(gr2.next()){
if(gr2.status == 'under_investigation' || gr2.status == 'infected'){
break;
}
}
}
}else{

220
if(inputs.exposed_contact.status == 'under_investigation' ||
inputs.exposed_contact.status == 'infected'){
}else{
}
}
})(inputs, outputs);
g. Create an output variable for the requirement status.

This defines the requirement_status variable that you used in the script.
Output Variables
Choice
Label Name Type Mandatory (Advanced
options)
requirement_status
requirement_status
Choice Yes Dropdown
with --None--
h. In the Outputs section of the Action Outline, create an output for the
requirement status.
Creating this output enables you to use the requirement_status output
variable from the script as an output returned by the action.
Output Variables
Choice
options)
Requirement requirement_status
Choice No Dropdown
status with --None--
i. Assign the requirement_status value to the output.
Output Variables
Label Value
Requirement Status requirement_status output variable

from the script step.

221
The action returns the value of the requirement_status for the employee
(cleared or not_cleared) as an output.
j. Click Publish.
2. Create an exposed contacts requirement.
a. Navigate to Employee Health and Safety Status > Health and Safety
Requirements.
b. Click New.
c. On the form, fill in the fields.

The Include previous applicable records section defines a set of records
that have already been created but should still trigger the requirement
flow. Including previous records ensures that employees who complete the
requirement before it is activated have their requirement status set to Not
Cleared.
Health and Safety Requirement form
Field Description
Name Unique name for the requirement. For example,

Exposed Contacts Requirement.
Requirement flow Flow to update the requirement status for a

potentially exposed employee.
Leave this field empty. You will return to the
requirement record and fill in this field after you
create the flow.
Active This field is read-only. Once you update all fields for
the requirement, you can use the Activate button
to activate the requirement.
Default status The default status assigned to employees who are
not in the potentially exposed contacts list to meet
the health and safety requirement. The options are
Cleared and Not Cleared.
For example, employees who don't have an
exposed contact record are assigned a default

222
Field Description
status of Not Cleared for the Exposed Contacts

Requirement.
Use duration Option for setting a time limit for the validity of the
requirement status.
Do not select this field because the employee's
status is automatically updated when the status
of the exposed contact task for the employee is
updated.
Include previous applicable records
Table Table to consult for previously created records that
will trigger the requirement flow.
For example, the Exposed Contacts
Requirement uses the Exposed Contacts table
[sn_imt_tracing_exposed_contact].
Condition Conditions to filter the records from the table that
will trigger the flow.
d. Click Submit.
3. In Flow Designer, create a flow to update the requirement status for an
employee.
a. Create a flow and save it in the Employee Readiness Core application.
b. Add a trigger so that the flow runs whenever the type of record that you're
using to check the requirement status is created or updated.
For example, for the Exposed Contacts Requirement, the flow runs
whenever an exposed contacts record in a case is created or updated.
Trigger
Trigger Table Condition Run Trigger
Created or Exposed None. Once

Updated Contacts
[sn_imt_tracing_exposed_contact]
c. Add the action that you created to the flow, with the record from the
trigger as the input.

223
For example, for the Exposed Contacts input, add the Exposed Contacts
record that was created or updated in the trigger event.
d. Add the Update User Requirement action provided in Employee Readiness

Core to the flow.
Update User Requirement inputs
Health and safety

requirement
User [User] Requirement status Trigger datetime
[Health and Safety
Requirement]
Employee or User Health requirement_status Select Date/Time.

field from the and safety returned by
trigger record. requirement the action you
For example, you created for created.
the User field the potentially
from the Exposed exposed
Contacts record. contacts.
e. Click Activate.
4. Complete the health and safety requirement.
Requirements.
b. Click the requirement.
c. In the Requirement flow field, add the flow that you created to update the
requirement status for employees.
d. Click Update.
What to do next
You must activate the requirement before you can track whether employees
have fulfilled it. For instructions, see Activate a health and safety requirement.
Create a requirement for employees to acknowledge the privacy consent

request
Create a requirement for your employees to respond to the privacy consent
request before entering the workplace to facilitate the use of their data for
contact tracing.

224
Before you begin
®
• Requirements are available in the ServiceNow Employee Readiness Core
application, which must be installed.
®
• Privacy Consent requirement is built with ServiceNow Flow Designer, so make
sure you're familiar with the Flow Designer basics.
About this task

Define the privacy consent requirement for employees to return to work.
Employees who agree to the use of their data for contact tracing fulfill the
privacy consent requirement and are eligible to return to the workplace.
Employees who disagree do not fulfill the privacy consent requirement and are
not eligible to return to the workplace. For more information, see Respond to a
request for privacy consent in Contact Tracing.
Note: This procedure describes how to create a requirement using the

base system Privacy Consent Requirement as an example.
Procedure
1. In Flow Designer, create an action to add or update the requirement status for
an employee who responds to the privacy consent request.
a. Create an action and save it in the Employee Readiness Core application.
record to use to check whether the employee meets the requirement.
preference preference String Yes
the value.
This variable enables you to use the input for the action in a script.

225
Input Variables
Name Value
preference preference input that you created in

the Inputs section.
requirement status is cleared or not_cleared.
For the Privacy Consent Requirement, the requirement is not_cleared for an
employee if the employee disagrees to the privacy consent request, and
cleared if the employee agrees.

if (inputs.preferences == "agree") {
outputs.requirement_status = "cleared";
} else if (inputs.preferences == "withdraw_consent") {
outputs.requirement_status = "not_cleared";
}

This output variable defines the requirement_status variable that you used in
the script.
Output Variables
Choice
options)
requirement_status
requirement_status
Choice Yes Dropdown
with --None--
requirement status.

226
Output Variables
Choice
options)
Choice No Dropdown
Output Variables
Label Value

The action returns the value of the requirement_status for the employee
(cleared or not_cleared) as an output.
j. Click Publish.
2. Create a privacy consent requirement.
Requirements.
b. Click New.

that have already been created but should still trigger the requirement
flow. Including previous records ensures that employees who complete
the requirement before it is activated have their requirement status set to
Cleared.
Field Description
Name Unique name for the requirement.

227
Field Description
Requirement flow Flow to update the requirement status for an

employee.
Leave this field empty. You will return to the
requirement record and fill in this field after you
create the flow.
Active This field is read-only. Once you update all fields for
the requirement, you can use the Activate button
to activate the requirement.
Default status The default status assigned to employees who
don't have any activity towards completing the
requirement. The options are Cleared and Not
Cleared.
For example, employees who don't have a
record in the User Privacy Notice and Consents
[sn_imt_tracing_user_privacy_consent] table are
assigned a default status of Not Cleared for the
Privacy Consent Requirement.
Use duration Option for setting a time limit for the validity of the
requirement status.
Do not select this field because the employee's
status is automatically updated when the
employee responds to the privacy consent request.
Table Table to consult for previously created records that
will trigger the requirement flow.
For example, the Privacy Consent Requirement uses
the User Privacy Notice and Consents table.
Condition Conditions to filter the records from the table that
will trigger the flow.
d. Click Submit.
employee.

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a. Create a flow and save it in the Employee Readiness Core application.
using to check that the requirement status is created or updated.
For example, for the Privacy Consent Requirement, the flow runs whenever a
user privacy notice and consent record is created or updated.
Trigger
Created or User Privacy [Preferences] Only if not

Updated Notice and [changes to] currently running
Consents [I Agree] OR
[sn_imt_tracing_user_privacy_consent]
[Preferences]
[changes to]
[Withdraw
Consent]
c. Add the action that you created to the flow, with the record from the
For example, for the preference input, add the User Privacy Notice and
Consent record that was created or updated in the trigger event.

Core to the flow.
Health and safety

requirement
[Health and Safety
Requirement]
User field from Health requirement_status Leave the field

the trigger and safety returned by blank.
record. For requirement you the action you
example, the created for the created.
User field from privacy consent.
the User Privacy

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Health and safety
requirement
[Health and Safety
Requirement]
Notice and
Consent record.
e. Click Activate.
Requirements.
b. Open the Privacy Consent Requirement record.
requirement status for employees.
d. Click Update.
What to do next
You must activate the requirement before you can track whether employees
have fulfilled it. For instructions, see Activate a health and safety requirement.
Configure an email notification for an exposure notice

Configure an email notification to use in the Emergency Outreach to send to
potentially exposed contacts in an exposure case to notify them of potential
exposure from an affected employee.
Before you begin

Procedure
2. Review the existing Notify Exposed Contact email notification to familiarize
yourself with the script and other settings.
3. Click New.
4. In the Table field, select the Exposure Notice [sn_imt_tracing_exposure_notice]
table.
5. On the When to send tab, complete the following settings.

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a. In the Send when field, select Record inserted or updated.
b. Set the Conditions criteria to [User.Active][is][true] and [Notification count]

[changes].
c. In the Advanced condition field, enter the following code:

var exposedContactNotificationSysId = '<your-sys_id>';
answer = current.outreach.notification == exposedContactNotificationSysId;
Replace the <your-sys_id> variable with the sys_id notification that you're
adding by right-clicking in the header, selecting the Copy sys_id option,
and pasting the sys_id into the code line.
to.
8. Click Submit.
Notification.
11. Click Update.
What to do next
Configure an Emergency Outreach notification for the exposure notice.
Configure an Emergency Outreach notification for the exposure notice

Configure an Emergency Outreach notification to send email and mobile push
notifications to potentially exposed employees in an exposure case to notify
them of a potential exposure from an affected employee.
Before you begin

®
About this task

Review the existing Notify Exposed Contact outreach notification to familiarize
yourself with the configuration.

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Procedure
1. Navigate to Emergency Outreach > View Outreaches.
2. Click New.
4. On the Content configuration tab, select Exposure Notice in the Response
mode field.
5. Optional: Review and edit the introductory message by modifying the subject
and body in the Email subject and Email body fields respectively.
6. Specify how to send the outreach notification.
Option Steps
Send an email notification Select the Email check box.
Click the lookup icon ( ) and select an email

Select a different notification
notification configured for the exposure notice
outreach.
a. Select the Now Mobile Push notification check

box.
The check box is active if you have the Servi
ceNow NowMobile App Screens and Applet
Launcher [com.glide.mobile-employee] activat
ed. The push notification content appears when
the check box is active.
Send a mobile push notifica
b. Modify the text in the Push message and De
tion
tailed Push Message fields.
Push notifications use the ServiceNow Request Ap
plication notification device. When you register the
mobile application to an instance, this notification
device is automatically created in the user's noti
fication preferences. Make sure that this device is
active for the users that you want to receive the
push notification.
a. Click the Additional Channels related list, click

Use a custom notification Edit, and move the channel to the Additional
channel Channels List.
b. Click Save.

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Option Steps
If the Email notification and Now Mobile Push no

tification check boxes are selected, all three noti
fications are sent. To use only the custom notifica
tion channel, clear these two check boxes.
7. Click Submit.
The content configuration settings are saved.
Results
An exposure notice outreach notification is created. These exposure notice
outreach notifications are available for selection when a case manager wants
to send notifications to the potentially exposed contacts in a case.
What to do next
A case manager can send the outreach notification to the potentially exposed
contacts in a case.
Configure contact tracing visualization to show vaccination status

Configure Contact Tracing so case managers can view the vaccination status
of potentially exposed contacts in the contact tracing visualization.
Before you begin

The Vaccination Status application must be installed and configured. For more
information, see Vaccination Status.
Procedure
1. Navigate to Contact Tracing > Properties.
2. Set the sn_imt_tracing.show_contact_vaccination_status property to Yes.
This step enables vaccination statuses to display on the contact tracing
visualization.
3. Click Save.
4. Assign the Vaccination Status application
sn_imt_vaccine.vaccine_profile_reader role to each case manager.

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The vaccination status and the Vaccinated column in Exposed Contacts are
hidden until you have this role.
Note: If the sn_imt_tracing.show_contact_vaccination_status

property is set to No, case managers with the
sn_imt_vaccine.vaccine_profile_reader role can see the Vaccinated
column, but the column is empty.
Results
Case managers can see the vaccination status of users on the case form in
both the contact tracing visualization and the Exposed Contacts list. For more
information, see Working on a case through contact tracing visualization.
Trouble?
If a case manager can't see vaccination statuses even though the
sn_imt_tracing.show_contact_vaccination_status property is set to Yes, confirm
that the case manager has the sn_imt_vaccine.vaccine_profile_reader role.
Setting up data privacy consent settings for Contact Tracing

As an admin, you can configure privacy consent templates, location-based
privacy configurations, email notifications, and outreach notifications for
sending privacy consent alerts in Contact Tracing.
In Contact Tracing, you can configure and send privacy consent notifications
that request employees to consent to having their data used for contact tracing
purposes.
User privacy regulations vary from country to country. For some countries,
consent by employees to use their data is not required but for others it is a must.
You can set different privacy policies for different locations and organization
setups. Some organizations maintain a separate privacy policy for each location
while others maintain a single privacy policy for all locations.
Modify or add a privacy consent template for Contact Tracing

Modify or add a privacy consent template to be used in the location privacy
configuration.
Before you begin

Role required: sn_imt_tracing.admin
Procedure
1. Contact Tracing > Privacy > Privacy Consent Templates.
2. Open a Default Template record to modify it or click New to create one.

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3. Enter a unique name of the template in the Name field.
4. Enter the privacy policy statement in the Privacy statement field.
If the privacy policy is different for different locations, create one template for
each location and specify the policy statement.
If your organization has a single policy for all locations across the globe,
update the default template.
5. Click Submit.
What to do next
Use the privacy consent template to update the privacy statement in the
applicable location's privacy configurations. For more information, see
Generate location-based privacy configurations for Contact Tracing.
Generate location-based privacy configurations for Contact Tracing

As an administrator, generate the privacy configuration for locations set up in
your instance.
Before you begin

The privacy statement in the default template is copied in each location's
privacy configuration. Ensure that you have reviewed the privacy statement in
the default consent template and modified it if necessary.
About this task

You can generate a location-based, default privacy configuration for each
country available in the Locations [cmn_location] table. For each location, you
can specify whether the privacy consent is required and update the privacy
policy statement.
Procedure
1. Navigate to Contact Tracing > Privacy > Location Privacy Configuration.
2. Click Generate Location Configurations.
The default configuration is created for each country and appears in the
Location Privacy Configurations list.
3. Open a location to review its configuration and modify it if necessary.
4. Configure the privacy consent text if necessary.
Privacy consent status Action
Clear the Needs privacy consent

Consent is not required for the location
check box.

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Determine the privacy consent text.

• If you have defined a specific pri
vacy consent template to assign to
this location, select it from the Pri
vacy consent template.
Consent is required for the location The privacy statement content

from the updated template is
copied in the Privacy statement
field.
• Retain the default privacy state
ment text and make any modifica
tions.
5. Click Update.
Results
The location-based privacy configuration is set.
What to do next
Configure an email notification for a privacy consent request.
Create a custom Emergency Outreach notification channel

Create a custom Emergency Outreach notification channel to send privacy
consent requests using your company's preferred communication method, such
as the Slack or Microsoft Teams collaboration platforms. Create the notification
channel using a script or a subflow.
Before you begin

About this task

After you create a notification channel, you can select it when sending a
notification. The channel uses the specified subject and body, and sends
notifications to the users that you select when you send the privacy consent
request.
For example, if your company's IT network group has a Slack channel that they
monitor more closely than email, you could create a Slack notification channel.
To communicate with IT network group members, you would select the group as
the target audience and select the Slack notification channel.

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Procedure
1. Navigate to Emergency Outreach > Channels.
2. Click New.
3. Enter the name of your notification channel.

Use a short name to indicate the communication method so requesters can
easily pick the correct channel.
4. In the Subject field, enter the subject of your notification channel message.
5. In the Body field, enter the body of the message.
6. Create a script for the notification channel.
a. In the Notification type field, leave the default notification type of Script.
b. In the Script field, replace the code in the comment with the script to
connect to your channel.
Example
{
// sendNotification(responses.privacyGr.user.email,
channelGr.subject, channelGr.body);
}

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For information about JavaScript APIs for GlideRecord, see GlideRecord -
Scoped.
c. Click Submit.
Example
The following example includes code to count the number of privacy consent
requests generated when the notification is sent. It displays the number of
privacy consent requests that were delivered successfully. Use this information
to review and handle errors that appear in the Delivery Log related list in the
Outreach record.
(function notify(responses, channelGr) {
var totalCount = responses.privacyGr.getRowCount();
var numSent = 0;
if (responses.mode === 'privacy_consent') {
while (responses.privacyGr.next()) {
try {
// sendNotification(record.user.email, channelGr.subject, channelGr.body)
numSent += 1;
} catch (err) {
gs.error('Error occurred: ' + err.message);
}
}
}
return {
total_count: totalCount,
sent_count: numSent
};
})(responses, channelGr);
7. Create a subflow notification channel.
a. Create a subflow to use in the notification.

For information about creating, publishing, and testing subflows, see
Subflows.
Use the following inputs in the subflow that you create:
• mode (string)
• Privacy Consent (Records of sn_imt_tracing_user_privacy_consent)

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If the mode is Privacy Consent, then acknowledgements are set to a valid
GlideRecord and survey_instances is null.
• channel (Reference of sn_imt_checkin_channels)
The following outputs are optional:
• total_count (integer)
• sent_count (integer)
To review these outputs, include the number of total privacy consent
requests versus the successful privacy consent requests.
b. Select the Subflow notification type.

The Script section changes to Flow, and the Subflow reference field
appears.
c. Select the subflow that you created.

8. Click Submit.
Trouble?
When a notification is sent using a custom notification channel, a Delivery Logs
related list appears in the Outreach message.
1. Test the notification channel for an outreach message.

2. Open any failed channel record to review the error messages and fix errors
that caused the notification to fail.
3. Continue testing the notification channel until the channel no longer fails.
Configure an email notification for a privacy consent request

Configure an email notification to use in the Emergency Outreach app to
request that employees review the organization's privacy policy and provide
their consent to use their data for contact tracing.

239
Before you begin
Procedure
2. Review the existing User Privacy Consent email notification to familiarize
yourself with the script and other settings.
User Privacy Consent base system notification
3. Click New.
4. In the Table field, select the User Privacy Notice and Consents
[sn_imt_tracing_user_privacy_consent] table.
a. In the Conditions field, set the criteria as shown in the image of the base
system notification.
b. Copy the following example script in the Advanced condition field.

var employeeCheckInAcmeSysId = '<replace with this notification sys_id';
answer = current.employee_check_in.notification == employeeCheckInAcmeSysId

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c. Make the following modifications to the example script:
• ◦ Give the variable a different name, for example,

employeeCheckInAcmeSysId.
◦ Enter the new notification sys_id as the value.
◦ Enter the variable name that you declared at the end of the second
line.
to.
While entering the email content in the Message HTML field, make sure that
you include the link to the Privacy Consent form.
8. Click Submit.
Notification.
11. Click Update.
Configure an Emergency Outreach notification for Contact Tracing privacy

consents
As an administrator, create or configure an Emergency Outreach notification
to send email and mobile push notifications to employees requesting them to
view the privacy policy and seeking their consent to use their data for contact
tracing.
Before you begin

You must have generated the location-based privacy configurations.
®
Procedure
2. Review and edit the existing outreach record User Privacy Consent record or
click New to create one.

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4. On the Select targeted audience tab, select the target audience for the
You can choose from user lists, groups, departments, locations, or other search
filters such as building, cost center, or country code.
5. On the Content configuration tab, select Privacy Consent in the Response
mode field.
6. Optional: Enable the outreach to provide location-specific privacy consents
by selecting the Use Country option on the Content configuration tab.
(Optional) When enabled, the privacy statement text in Location Privacy
Configuration takes precedence over text in the privacy consent templates.
This text is used for the outreach, system notification email, and push
notification. If you need to update the text that users receive, you must
change the location's privacy statement.
For more information on updating a location's privacy statement, see
Generate location-based privacy configurations.
7. Select User Privacy Consent notification in the Notification field, and choose
how to send the notification.
• To send the notification by email, select the Email notification check box
and enter the email subject and body.
check box and enter the push message and a detailed push message.
• To use a custom notification channel, click the Additional Channels related
list, click Edit, and move the channel to the Additional Channels List. Click
Save.
Make sure that the Email notification and Now Mobile Push notification
check boxes are not selected or notifications will also be sent through those
channels.
device. When users register their mobile application to an instance, this
push notification.
8. Click Save.
9. Click Schedule.
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10. In the Scheduled Script pop-up window, configure a scheduled job to the
notification.
11. Click Submit.
A script is added to the scheduled job. The job is associated with the outreach
notification.
Results
An outreach notification with a scheduled job is created. The job sends
notifications to the target audience per the set schedule.
Note: The outreach notification is not sent to users in the selected
audience if users do not have a location set in their user profile or the
privacy consent is disabled in the location privacy configuration. The
privacy consent notification is sent to a user only once even if the user is in
the target audience of multiple privacy notifications.
What to do next
A user with the sn_imt_checkin.checkin_admin role can send the Outreach
notification on demand.
A user with the admin or sn_imt_checkin.checkin_admin role can stop the
scheduled job to send the notifications automatically. To do so, click Schedule
and in the dialog box, clear the Active check box, and then click Update.
Map handheld computing devices assigned to employees

Map handheld computing devices that are assigned to employees and running
the Zebra MotionWorks software to record proximity logs for contact tracing
using those devices.
Before you begin

Handheld computing device data is stored in the Handheld Computing Device
[cmdb_ci_handheld_computing] table. The table is installed with the CMDB CI
Class Models application available on the ServiceNow Store. Ensure that you
have that application installed and active. For more information, see CMDB CI
Class Models.
Role required: sn_imt_tracing.wearable_manager
About this task

You can also import your handheld computing devices data from an Excel
spreadsheet that you use with the Zebra MotionWorks software. For more
information, see Easy import data from a list.

243
Procedure
1. Navigate to Contact Tracing > Wi-Fi Access Management > Handheld
Devices.
2. Click New.
3. On the form, fill in the following fields required for contact tracing.
Handheld Computing Device form
Field Description
Name Unique name of the handheld

computing device.
Asset tag Unique ID to identify the handheld
computing device.
Serial number Unique serial number of the
handheld computing device.
Assigned to Name of the employee who has the
handheld computing device.
4. Click Submit.
Results
A mapping of the handheld computing device and the employee to whom it is
assigned is created.
Configure KINEXON integration

Configure Contact Tracing and enable the KINEXON SafeZone tracing system
to use data from KINEXON wearable devices in diagnostic requests. This data
enables the identification of potentially exposed contacts based on the
interactions and proximity of users with KINEXON wearable devices.
Before you begin

To successfully enable the KINEXON SafeZone tracing system, note the following
requirements:
• The Emergency Outreach application must be installed. For more information,
• Privacy consent settings for Contact Tracing must be configured. For more
information, see Setting up data privacy consent settings for Contact Tracing.

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• Users must have KINEXON wearable devices managed with KINEXON
SafeZone.
• Users should have an email address in the Name column in the KINEXON
SafeZone software. Email addresses are used to match KINEXON users to users
in Contact Tracing.
Procedure
1. Navigate to Contact Tracing > Properties.
2. Set the Contact Tracing property values related to the KINEXON SafeZone
integration.
Contact Tracing properties for KINEXON SafeZone integration
sn_imt_tracing.kinexon_api_endpoint API endpoint

used to log in
to the KINEXON
SafeZone
instance and
access KINEXON
data. This API
endpoint is also
used to fetch
information
required for
Contact
Tracing.
Replace
the default
endpoint with
the endpoint of
your instance.
sn_imt_tracing.kinexon_api_username KINEXON
administrator
user name.
sn_imt_tracing.kinexon_api_password KINEXON
administrator
password.

245
sn_imt_tracing.kinexon_api_param_min_duration The minimum

duration of
contact (in
seconds)
between two
KINEXON sensors
required to
determine
whether a user
is a potentially
exposed
contact. The
query omits all
records with
values below
this duration.
The default
value is 300.
sn_imt_tracing.kinexon_api_param_min_acc_duration The minimum
total duration
(in seconds)
of all contact
between two
KINEXON sensors
within the
queried date
range. If the
total duration is
shorter than this
value, the query
omits all records
of contact
between the
pair of sensors.
The default
value is 300.
sn_imt_tracing.kinexon_api_param_max_distance The maximum
distance
(in meters)
between
twoKINEXON
246
sensors that
determines
whether users
are in contact.
The query omits
any instances of
contact beyond
this distance.
The default
value is 2.
sn_imt_tracing.kinexon_api_param_max_time_gap_in_sequence Determines the
amount of time
that can pass
(in seconds)
between
any two
consecutive
instances of
contact before
the potential
exposure is
considered
two potential
exposures. The
default value is
15.
3. Navigate to Emergency Exposure Management > Tracing Systems and click

Kinexon SafeZone.
4. Activate the tracing system.
a. Select Active.
b. Click Update.
5. Add all users with KINEXON wearable devices in your organization to the
privacy consent audience.
a. Navigate to Emergency Outreach > Safe Workplace Audience and click

privacy audience.
b. Add users to the audience.

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For detailed instructions on adding users to an audience, see Add a Safe
Workplace audience
c. Click Update.
6. Assign the sn_imt_core.privacy_consent_user role to KINEXON users to enable
them to access and complete the privacy consent.
7. Send your organization's privacy consent outreach to KINEXON users.
Users in a location that requires privacy consent must consent to the privacy
policy to create exposed contact records. Users who do not have an assigned
location or are in a location that does not require privacy consent do not
have to submit a privacy consent.
Results
You can now use the KINEXON SafeZone tracing system in diagnostic requests.
For more information on identifying potentially exposed contacts using
diagnostic requests, see Identify potentially exposed contacts.
Virtual Agent conversations for Contact Tracing

Contact Tracing provides a Virtual Agent conversation to assess the health of
potentially exposed contacts via SMS.
Overview
A Virtual Agent conversation topic enables a dialog between the Virtual Agent
(chatbot) and a user to accomplish a specific goal. The provided Exposure
conversation topic for Contact Tracing asks potentially exposed contacts
questions based on the Exposure Case Task Survey. Contact tracers use the
responses to assess the health of a potentially exposed contact.
Contact Tracing uses an SMS outreach to initiate the Virtual Agent conversation
and begin the survey. The Exposure Case Task Survey outreach can be sent
automatically when users are added to case tasks as exposed contacts.
Alternatively, contact tracers can send the survey manually while working on a
case task by selecting the Send SMS Survey button. Users who receive the survey
can reply back via SMS.
Organizations can use the Exposure conversation topic and Exposure Case Task
Survey as provided or customize it. For example, you might want to add a "Prefer
not to say" answer option to one or more questions.

248
Note: To complete the customization, you must apply any changes to
both the Exposure conversation topic in Virtual Agent > Designer and the
Exposure Case Task Survey in Survey > View Surveys. Applying changes to
only the conversation topic or the survey will not update both the topic
and survey.
• For more information on updating conversation topics, see Virtual Agent
Designer.
• For more information on updating surveys, see Survey designer.
Installation and setup requirements

Note the following requirements to use Virtual Agent with SMS:
• A Twilio account and phone number.
• The Emergency Outreach application.

For details, see Install Emergency Outreach.
• The Virtual Agent plugin (com.glide.cs.chatbot).
• Conversational SMS Integration with Twilio application (sn_va_sms_twilio).

For more information, see Set up the Conversational SMS Integration with
Twilio.
Note the following requirements for users to complete Exposure Case Task
Surveys via SMS:
• Your organization must install and set up Virtual Agent for use with SMS.
• To receive SMS messages for Contact Tracing, users must have a mobile
phone number listed on their user record [sys_user]. Mobile numbers must be in
E.164 format, for example, +18585551212.
• Privacy consent for Contact Tracing must be configured before users can
reply to SMS messages. For instructions and more information, see Setting up
data privacy consent settings for Contact Tracing.
• Users must agree to the privacy consent before they can respond to the
survey.
Send Exposure Case Task Surveys automatically via SMS

As an administrator, you can configure Contact Tracing to enable Exposure
Case Task Surveys to be automatically sent via SMS.

249
Before you begin
Ensure that the installation and setup requirements to enable Virtual Agent
conversations for Contact Tracing are met. For more information, see Virtual
Agent conversations for Contact Tracing.
About this task

Enable the sn_imt_tracing.enable_sms_exposure_survey property so that Exposure
Case Task Surveys are sent automatically when users are added to Exposed
Contacts. Potentially exposed contacts can respond to the surveys via SMS,
providing contact tracers with an assessment of their health status.
Procedure
1. Configure the sn_imt_tracing.enable_sms_exposure_survey property.
b. Set the sn_imt_tracing.enable_sms_exposure_survey property to Yes.
c. Click Save.
2. Optional: Modify the survey questions and answers sent to potentially
exposed contacts.
Example
For example, add a "Prefer not to say" answer option to one or more questions.
a. Update the Exposure Virtual Agent conversation topic in Virtual Agent >
Designer.
For more information on updating conversation topics, see Virtual Agent
Designer.
b. Update the Exposure Case Task Survey in Survey > View Surveys.
For more information on updating surveys, see Survey designer.
Trouble?
(Optional) To complete the customization, you must apply any changes to
both the Exposure conversation topic in Virtual Agent > Designer and the
Exposure Case Task Survey in Survey > View Surveys. Applying changes to only
the conversation topic or the survey will not update both the topic and survey.
Results
When adding users to potentially exposed contacts in case tasks:

250
• Potentially exposed contacts are automatically added to the Exposure case
task survey audience.
• The Exposure Case Task Survey outreach sends the SMS notification to the
audience and the Virtual Agent processes the responses, executing the survey
as an SMS conversation.
• Survey answers are stored in the [asmt_metric_result] table.
Maintaining user data privacy in Contact Tracing

The Contact Tracing application enables your organization to maintain the data
privacy of all users given the high sensitivity of the data collected throughout the
contact tracing process.
The following Contact Tracing features can help your organization enforce data
privacy for your users:
User privacy consent
Provide your organization’s privacy policy to users and enable them
to agree or disagree to the use of their data for contact tracing.
Use the privacy consent requirement to ensure that your users
acknowledge the privacy consent request before entering the
workplace.
Confidential cases
Enable case managers to mark cases as confidential if they have
been created for affected users who need complete privacy
protection. Confidential cases can be accessed only by the case
manager and users included in the watch list.
Data retention
Set a timeline to keep the data no longer than required.
Organizations remain solely responsible for complying with their legal obligations under
applicable law, including data protection laws on collection, use, disclosure, and retention
of personal data, and should enable, choose not to enable, or customize any functionality
available within the application to meet the Organizations’ specific requirements.
User privacy consent for Contact Tracing

The Contact Tracing application enables you to send notification to users
seeking their consent for contact tracing. You can use user data for contact
tracing based on the privacy configuration set for a location and the user
response to the privacy consent.

251
You can determine whether privacy consents are needed for specific locations.
If a location does not need privacy consent, the user data belonging to that
location can be automatically considered for contact tracing.
If a location requires privacy consents and a user has not consented to use
the data, that user will be flagged, which has the following impact in contact
tracing:
• You can create a case for those users but cannot run a diagnostic request for
them.
• You cannot create a diagnostic request to identify potentially impacted users
for those users.
• If a diagnostic request was created for the user before the user declined to
give consent, you cannot run the diagnostic request.
• In a diagnostic request for another affected user, non-consenting users are
excluded in the impacted users list. However, they can be added to the
impacted users manually.
Privacy consent requirements ensure that your users complete a privacy

consent before entering the workplace to facilitate the use of their data for
contact tracing.
• Users who agree to the use of their data for contact tracing, the status of their
privacy consent requirement updates to Clear. Meeting the privacy consent
requirement makes those users eligible to enter the workplace.
• Users who disagree to the use of their data for contact tracing, the status of
their privacy consent requirement updates to Not Clear. Meeting the privacy
consent requirement makes those users eligible to enter the workplace.
Important: Any data collected for contact tracing before a user withdraws
consent remains in the system. The data will be deleted from the system
depending on your data retention settings.
Setting up privacy consents for Contact Tracing

As an admin, you must configure the following settings to use privacy consents
with Contact Tracing:
1. Modify or add a privacy consent template for Contact Tracing
2. Generate location-based privacy configurations for Contact Tracing
3. Create a custom Emergency Outreach notification channel
4. Configure an email notification for a privacy consent request
5. Configure an Emergency Outreach notification for Contact Tracing privacy
consents

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Send an Emergency Outreach notification for employee privacy consents in
Contact Tracing
Send an Emergency Outreach notification, on demand, to employees to
provide the privacy policy and seek their consent to use their data for contact
tracing.
Before you begin

®
About this task

Important: The privacy consent notification is sent to a user only once even
if the user is in the target audience of multiple privacy consent notifications.
Procedure
2. Open the User Privacy Consent outreach record.
3. On the Safe Workplace Audience tab, select the audience from the list, and
click Save.
If you don't have an audience defined, click New and define an audience
from user lists, groups, departments, locations, and so on. After you save the
Safe Workplace audience, you can use it to send any outreach message.
4. On the Content configuration tab, select Privacy Consent in the Response
mode field.

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• To send the notification by email, select the Email notification check box.
check box.
device. When a user registers their mobile application to an instance, this
push notification.
7. Review the message content.
• For email notifications, review the email subject and email body and modify
it if necessary.
• For push messages, review the message details.
8. Click Update.
9. To send the notification, click Schedule.
10. In the Scheduled Script pop-up window, click Execute Now.
Results
The notification is sent to the target audience.
Note: The outreach notification is not sent to any users in the selected
audience who do not have a location set in their user profile or whose
privacy consent is disabled in the location privacy configuration.
What to do next
Review user privacy consents in Contact Tracing to see who has responded to
the notification.
Respond to a request for privacy consent in Contact Tracing

When you receive an email or mobile notification for privacy consent, read the
privacy policy statement and submit a response indicating whether you agree
to the usage of your data for contact tracing.
Before you begin

You must have received a mobile or email push notification to be able to submit
your response to the privacy policy request.
Role required: sn_imt_tracing.privacy_consent_user

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About this task
You can also click the link included in the notification to submit your response.
Procedure
1. Navigate to Contact Tracing > Privacy > My Privacy Consent.
2. Read the privacy policy statement in the Privacy Notice field.
3. Select your response and click Submit.
• If you agree to the privacy policy and use of your data, select I Agree.
• If you do not want the organization to use your data, select I Disagree.
Note: If you previously agreed to the privacy consent, a Withdraw

Consent option is available. You can change your response to withdraw
your consent by selecting Withdraw Consent and clicking Submit.
Results
Your current privacy consent decision is updated.
The status of the notification updates to Acknowledged.
If you have the Employee Readiness Core application installed and a health
and safety requirement for the privacy consent activated, a record is created
with the requirement status:
• If you agreed to the privacy policy and use of your data, the requirement
status updates to Cleared.
• If you disagreed or withdrew your consent, the requirement status updates to
Not Cleared.
Submit a privacy consent for Contact Tracing from a mobile phone

If you receive a mobile push notification request for a data privacy consent,
read the privacy policy statement and indicate whether you agree to the use of
your data for contact tracing.
Before you begin

®
To receive mobile push notifications, you must have the Now Mobile app.
Role required: sn_imt_tracing.privacy_consent_user
Procedure
1. Tap the notification to open the message.
2. In the message, tap View privacy consent.

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• If you agree to privacy policy and use of your data, select I Agree.
Note: If you previously agreed to the privacy consent, the Withdraw

Results
and safety requirement for the privacy consent activated, a record is created
with the requirement status.
Not Cleared.

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Review user privacy consents in Contact Tracing
Review user privacy consent responses submitted by employees in answer to
notifications seeking their consent to use their data for contact tracing.
Before you begin

Procedure
1. Navigate to Contact Tracing > Privacy > User Privacy Consents.
2. Click the status in the Consent status column to open the employee's consent
record.
3. Review the employee's responses in the Consent History related list.
• If employees have responded and agreed to have their data used, the
preference is I Agree.
• If employees have responded and have not agreed to have their data
used, the preference is I Disagree.
• If employees previously agreed to have their data used but later withdrew
the consent, the preference is Withdraw Consent.
• If employees have not responded yet, the preference is Awaiting Response.
Note: The consent history record with the latest preference submitted
date is the last response from the employee.
You can send the notification again to employees who have not yet
responded.
Collecting user badge data

In the Contact Tracing application, manage data for user badges and badge
readers. Identify potentially exposed users who may have come in contact with
affected users by importing their badge swipe data into the application.
Use this badge swipe data when running the diagnostic requests in the
Emergency Exposure Management application.
Add badge reader details

Create entries for all badge reading devices that are installed at your workplace
to control employee access to building, floors, and workspaces.
Before you begin

Role required: sn_imt_tracing.badge_manager

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About this task
You can also import your badge reader data from an Excel spreadsheet. For
more information, see Easy import data from a list.
Procedure
1. Navigate to Contact Tracing > Badge Management > Badge Readers.
2. To add details of a new badge reader device, click New, or select an existing
badge reader to edit the details.
Badge Reader form
Field Description
Name Name of the device. Use a name

that makes it easy to identify the
device.
Active Option for marking the functional or
availability status of the device. If a
badge device reader is not working
or is removed, clear this check box.
Status Status of the device. If the device
is under repair or has any issue, you
can enter the status in this field.
Device Identifier Unique ID of the device. This value
can be the hardware ID or serial
number of the device.
Short description Brief description of the device.
Floor name Location where the device is installed
on the premises.
Type Type to determine if the device is
installed at the entry or exit point of
the workspace, floor, restricted area,
or building entrance or exit gates.
4. Click Submit.

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Add user badges
Add user badges that are assigned to employees to use with badge readers
when they enter or exit controlled access locations in the workplace. These
badges can be used with badge readers for building entry, exit gates, or floors.
Before you begin

About this task

You can also import your user badge data from an Excel spreadsheet. For more
information, see Easy import data from a list.
Procedure
1. Navigate to Contact Tracing > Badge Management > User Badges.
2. Click New to add details of a new user badge or select an existing user badge
to edit.
User Badge form
Field Description
Active Option for marking the user badge

as active. Only active user badges
can be swiped through the badge
reader.
Badge number Unique badge number.
User Name of the employee who owns
the badge.
Facility code Code that identifies the original
location of the employee and
badge.
4. Click Submit.
Import your badge reader data from an Excel spreadsheet

Import your badge reader data from an Excel spreadsheet into the Badge
Access Register table.
Before you begin

Ensure that you have added all your user badge and badge reader data.

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Procedure
1. Navigate to Contact Tracing > Badge Management > Badge Access Register.
2. Click Import Badge Data.
3. In the Scheduled Data Imports list, open Badge Access Register Scheduled
Import.
4. Attach the Excel file and load data in the Import Set table.
a. Click the preview icon ( ) next to the Data source field, and then click
Open Record.
b. On the Data Source form, click the manage attachments icon ( ).
c. Click Choose File and select the source Excel file.
d. Click Download All.

The Excel file is attached to the data source record.
e. Click the Load All Records related link to load the Excel data.
The imported data is available in the new Import Set table, Badge Access
Register Stage [sn_imt_tracing_badge_access_register_stage].
5. Click Execute Now.
The process runs in the background to load data from the Badge Access
Register Stage table to the Badge Access Register table.
Note: Depending on the number of records in the source Excel file, it

might take a longer time for the imported data to be available in the
Badge Access Register table.
6. Optional: Verify that the data records were imported into the Badge Access
Register table by navigating to Contact Tracing > Badge Management >
Badge Access Register.
Related information
Importing data using import sets
Schedule a data import

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Collecting risk scores in Contact Tracing
Identify at-risk and potentially exposed users by importing and monitoring risk
scores from their wearable devices and external systems.
Use risk scores to identify at-risk and potentially exposed users by integrating the
Devvio DevvTrace platform. Create cases to investigate potentially exposed or
infected users based on their scores.
The Devvio DevvTrace platform collects data from supported wearable devices
and generates a risk score. Use Contact Tracing and the Devvio API to import
data into the Devvio Users Risk Reports [sn_imt_tracing_devvio_users_risk_report]
table. You can use this data in the following ways:
• Update the Devvio Users Risk Reports table daily with the Devvio Integration
scheduled job.
• Create cases and work notes automatically if a risk score is equal to or greater
than a risk threshold value.
• Examine the Daily Risk Scores for Devvio users report to analyze
daily trends. The indicator source for use in Performance Analytics is
Devvio.Users.Risk.Report.
Configure Devvio integration

Configure Contact Tracing properties to import risk scores from the DevvTrace
platform using the Devvio API.
Before you begin

Ensure you have a Devvio administrator user name and password.
Role required: sn_imt_tracing.wearable_admin or admin
About this task

ServiceNow Contact Tracing integrates with the DevvTrace platform to collect
user risk scores based on interactions at the workplace. To leverage risk scores
from DevvTrace, your employees must be using supported wearable devices
and you must have access points for Devvio.
Procedure
1. Navigate to Contact Tracing > Administration > Properties.
2. Set the Contact Tracing property values related to the Devvio integration.

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Contact Tracing properties for Devvio integration
sn_imt_tracing.devvio.login.api.endpoint API endpoint used to log in

to the Devvio instance and
access DevvTrace data.
sn_imt_tracing.devvio.integration.username Devvio administrator user
name.
sn_imt_tracing.devvio.integration.password Devvio administrator
password.
sn_imt_tracing.devvio.risk.report.api.endpoint Devvio Risk Report API
endpoint used to fetch risk
report and scores.
sn_imt_tracing.devvio.risk.threshold The risk threshold value for
Devvio case creation. The
default value is 90.
• If the risk score is greater
than or equal to this
value but less than 100,
the health status is set to
Under Investigation.
• If the risk score is equal to
100, the health status is
set to Infected, regardless
of this value.
3. Click Save.
Results
The Devvio Users Risk Report updates daily at midnight (00:00) instance time.
New cases are created when risk scores trigger Devvio case creation. For these
cases, the reported source is set to Wearable. If a user has an open case and
their risk score is greater than or equal to the risk threshold value, the case is
updated and a work note is added.
Note: If a user with an open case has a health status other than Cleared,
a work note is added but the source remains unchanged. If a user with an
open case has a health status of Cleared, their health status updates to
Under Investigation or Infected and a work note is added. The source for
the case remains unchanged.

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Retrieving Wi-Fi access log data
Wi-Fi access logs help you to identify potential employee interactions with an
affected employee by correlating who connected to the same Wi-Fi network
as the affected employee. Wi-Fi access logs can also include information on
employees who connected to the Wi-Fi network using laptops, mobile devices,
or Bluetooth LE devices.
Contact Tracing provides the following options:
• Manually upload data from a Microsoft Excel spreadsheet by using the import
Wi-Fi access logs option
• Automatically get the Wi-Fi access logs from external systems by using the
integration option
Integration with the following systems is available:

Integration with Mist Systems
Use the Mist Systems API to automatically import the Wi-Fi access
logs data into the Wi-Fi Access Register table.
Integration with Cisco DNA Spaces
Import the Cisco DNA Spaces Wi-Fi access data into the Wi-Fi
Access Register [sn_imt_tracing_wifi_access_register] table by either
generating a proximity report or downloading the access data into
a spreadsheet and then uploading it.
• Microsoft Excel spreadsheet: Download the proximity report from
Cisco DNA Spaces and attach the file in the diagnostic request
task.
• Proximity report: Log in to the Cisco DNA Spaces portal and
generate the proximity report by providing the diagnostic request
task number. The proximity report containing the Wi-Fi access logs
is posted into the Wi-Fi Access Register table.
For more information, see Fetch potentially exposed user data
from a data source.
• Wi-Fi access data files: Import Wi-Fi access data from the files from
a Secured FTP server into the Wi-Fi Access Register table. Cisco
DNA Spaces system uploads these raw data files containing the
Wi-Fi access data each day on a scheduled time. The data is

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imported from these files when you run the diagnostic request to
identify potentially exposed employees.
Note: The file from the SFTP server for a specific day is
imported into the Wi-Fi Access Register table only once. Any
subsequent diagnostic requests use the data in the table to
generate the list of potentially exposed employees.
Add wearable devices assigned to employees

Add wearable devices such as Bluetooth LE-enabled devices that are
assigned to employees to enable them to connect to the Wi-Fi network in your
workplaces.
Before you begin

The wearable device data is stored in the Wearable Technology
[cmdb_ci_wearable] table. The table is installed with the CMDB CI Class Models
application available on ServiceNow Store. Ensure that you have the CMDB CI
Class Models application installed and active. For more information, see CMDB
CI Class Models.
Role required: sn_imt_tracing.wifi_manager
About this task

You can also import your wearable devices data from an Excel spreadsheet. For
more information, see Easy import data from a list.
Procedure
1. Navigate to Contact Tracing > Wi-Fi Access Management > Wearables.
2. Click New to add details of a new device or select an existing device to edit.
3. On the form, fill in the following fields required for contact tracing.
Wearable Technology form
Field Description
Name Unique name of the wearable

device.
Asset tag Unique ID to identify the wearable
device.
Assigned to Name of the employee who has the
device.
Category Category of the device.

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Field Description
MAC address MAC address of the device.

Follow the steps in Configuring the
form layout to add this field to the
Wearables form.
4. Click Submit.
Create an organization and load sites

Create an organization for which you are collecting the Wi-Fi access logs
using Mist Systems. After you have created an organization, load sites using a
scheduled job.
Before you begin

Role required: sn_imt_tracing.wifi_admin
About this task

Each floor in the organization can be considered as a site. Each site can be
further divided into zones. Each zone can have multiple Wi-Fi access points.
Procedure
1. Navigate to Contact Tracing > Mist Systems > Organizations.
2. Click New.
Organization form
Field Description
Name Name of the organization.

Organization Unique ID of the organization. You must have the network
Id admin role to get the organization ID. For more information,
see the Mist Systems documentation.
Active Option for marking the availability status of the organization. If
the organization is removed, clear this check box.
Vendor Mist Systems
API token API token that is generated for the organization. You must
have the network admin role to get the API token. For more
information, see the Mist Systems documentation.

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4. Click Submit.
5. Click Load Sites.
The sites of the organization are fetched from the Mist Systems and displayed
in the Sites related list. Later, the Load Mist Sites scheduled job runs at the
configured time and updates the sites list for each of the organizations.
The BLE enabled option helps you to identify potentially infected employees
from the Wi-Fi access logs by correlating everyone who connected to the Wi-
Fi network using Bluetooth LE devices. If a site is BLE enabled, the BLE enabled
check box on the Sites form is selected.
Configure Cisco DNA Spaces settings for Wi-Fi access logs

Set up the Cisco DNA Spaces integration for Wi-Fi access logs.
Before you begin

About this task

Cisco DNA Spaces integration provides two options to get the Wi-Fi access data
from Cisco DNA Spaces into your ServiceNow instance.
• By generating and downloading the proximity report from the Cisco DNA
Spaces portal or through a manual import.
• By importing Wi-Fi access raw data files from a secured FTP (SFTP) server. These
files are uploaded from Cisco DNA Spaces every day at a scheduled time.
To specify which option to use, configure the sn_imt_tracing.wifi_log_cisco_tier

system property. For each option, you must also complete additional settings.
Procedure
1. Complete the following steps for using Wi-Fi access data from the proximity
report.
a. Create an OAuth application endpoint for Cisco DNA Spaces and share the
Client Id and Client Secret with Cisco to complete the integration on their
side.
On the Application Registries form, enter the following callback URL in the
Redirect URL field based on the region:
• USA region: https://dnaspaces.io/integrations/servicenow
• Europe region: https://dnaspaces.eu/integrations/servicenow

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For more information on creating the OAuth application endpoint and
description of other fields on the form, see Create an endpoint for clients to
access the instance.
b. Log in to the Cisco DNA Spaces portal to register and authenticate the
application to complete the integration.
c. Set the proximity level in the sn_imt_tracing.wifi_proximity_preference

system property to consider employee interaction with an affected
employee as potential exposure.
For more information, see System properties for tracing systems in
Emergency Exposure Management.
d. Review the base system DiagnosticTaskImportUtil script include.

The DiagnosticTaskImportUtil script include creates a data source from the
attachment in a diagnostic request task and imports the data into the Wi-Fi
Access Register [sn_imt_tracing_wifi_access_register] table.
For more information, see Script includes.
2. Set system properties to use the Wi-Fi access data files imported from the SFTP
server into the Wi-Fi Access Register table.
b. Configure the following system properties:

• sn_imt_tracing.wifi_log_sftp_server
• sn_imt_tracing.wifi_log_sftp_port
• sn_imt_tracing.wifi_log_sftp_file_path
• sn_imt_tracing.wifi_log_sftp_load_time
• sn_imt_tracing.wifi_log_sftp_username
• sn_imt_tracing.wifi_log_sftp_password
For more information on these properties, see System properties for tracing
systems in Emergency Exposure Management.
3. Configure office locations that contain Cisco Wi-Fi devices.
a. Navigate to Contact Tracing > Wi-Fi Access Management > Wi-Fi Diagnostic
Preferences.
b. Click Generate Location Preferences.

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c. In the Generate Location Preferences window, select Use Cisco DNA
Spaces from the list.
d. Click OK.
All locations with the Use Cisco DNA Spaces preference use the Wi-Fi access
data from Cisco DNA Spaces.
What to do next
Run the diagnostic request using the Wi-Fi access logs for an employee who is
classified as positive for a condition, such as COVID-19, and is from a location
with a Cisco Wi-Fi network. The Wi-Fi access logs provide a list of potentially
impacted employees who used the same Wi-Fi network as the affected
employee. For more information on running the diagnostic request, see Identify
potentially exposed users.
Import your Wi-Fi access logs spreadsheet

Import Wi-Fi access logs from an Excel spreadsheet into the Wi-Fi Access Register
table.
Before you begin

Role required: sn_imt_tracing.wifi_manager
Procedure
1. Navigate to Contact Tracing > Wi-Fi Access Management > Wi-Fi Access
Register.
2. Click Import Wi-Fi Access Data.
3. In the Scheduled Data Imports list, open Wi-Fi Access Register Scheduled
Import.
4. In the Data Source field, open the Wi-Fi Access Register Data Source record.
a. Click the manage attachments icon ( ).
b. Click Choose File and select the source Excel file.
c. Click the Load All Records related link to load the Excel data.
5. Navigate to Scheduled Import record.
The process runs in the background to load data from the Wi-Fi Access
Register Stage table to the Wi-Fi Access Register table.

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Note: The number of records in the source Excel file affect the time
needed before the imported data is available in the Wi-Fi Access
Register table.
7. Optional: Verify that the data records were imported into the Wi-Fi Access
Register table by navigating to Contact Tracing > Wi-Fi Access Management >
Wi-Fi Access Register.
Use Wi-Fi access logs from Mist Systems

Identify potentially exposed employees using Wi-Fi access logs from Mist Systems.
Before you begin

About this task

ServiceNow Contact Tracing integrates with an external application, Mist
Systems, to collect and process Wi-Fi access logs for organizations. To leverage
access logs from Mist Systems, you must have Mist access points installed at your
workplace.
Procedure
1. Set up the Contact Tracing Wi-Fi properties.
• By default, the asset data is available in the Computer table
[cmdb_ci_computer]. If you are using a different table, specify it using the
sn_imt_tracing.wifi_client_table property.
• Ensure that the MAC address is populated in the mac_address field in the
table that has the asset data.
For more information, see System properties for tracing systems in Emergency
Exposure Management.
2. Set up the Contact Tracing BLE properties.
• By default, the asset data is available in the Wearable Technology
[cmdb_ci_wearable] table. If you are using a different table, specify it using
the sn_imt_tracing.wifi_ble_client_table property.
• Ensure that the MAC address is populated in the mac_address field in the
table that has the asset data.
Note: The Wearable Technology [cmdb_ci_wearable] table is installed

with the CMDB CI Class Models application available on ServiceNow
Store. For more information, see CMDB CI Class Models.
For more information on adding BLE-enabled devices or other wearable
devices, see Add wearable devices assigned to employees.

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3. Set up an organization and load sites.
For more information, see Set up an organization and load sites.
4. Indicate that the diagnostic data should be accessed from Mist Systems.
Preferences.
c. In the Generate Location Preferences window, select Use Mist Integration
from the list.
d. Click OK.
The access log data for all locations will be taken from Mist Systems access log
files.
5. If you want to use manually loaded access logs rather than Mist Systems logs
for a specific location, create a separate location assignment.
a. Click New.
b. Specify the location for which you want to set the diagnostic preference.
c. Set the Preference value to Use Manual Load.
d. Click Submit.
6. Run the diagnostic request.
a. Select the Use Wi-Fi access log check box.
b. Specify the start date and end date.
c. Click Run Diagnostics.
For more information about how to run a diagnostic request, see Run a
diagnostic request.
Results
Mist Systems identifies the MAC addresses of the affected user for the specified
start date and end date. The MAC addresses identify the zones visited by the
affected employee. Potentially exposed employees who visited those zones are
identified and displayed in the related list of the diagnostic request.
Use imported Wi-Fi access logs

Identify potentially exposed employees by manually importing Wi-Fi access logs
into the Wi-Fi Access Register table.
Before you begin


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Procedure
1. Set up the Contact Tracing Wi-Fi properties.
By default, the asset data is available in the Computer table
[cmdb_ci_computer]. If you are using a different table, specify it using the
sn_imt_tracing.wifi_client_table property.
For more information, see System properties for tracing systems in Emergency
Exposure Management.
2. Indicate that the diagnostic data should be accessed from manually loaded
access logs.
Preferences.
c. In the Generate Location Preferences window, select Use Manual Load from
the list.
d. Click OK.
The access log data for all locations will be taken from manually loaded
access logs.
3. If you want to use Mist Systems access logs rather than manually loaded logs
for a specific location, create a separate location assignment.
a. Click New.
b. Specify the location for which you want to set the diagnostic preference.
c. Set the Preference value to Use Mist Integration.
d. Click Submit.
4. Import Wi-Fi access logs into the Wi-Fi Access Register table
[sn_imt_tracing_wifi_access_register] using an Excel spreadsheet.
For more information, see Import your Wi-Fi access logs spreadsheet.
5. Run the diagnostic request.
a. Select the Use Wi-Fi access log check box.
b. Specify the start date and end date.
For more information about how to run a diagnostic request, see Run a
diagnostic request.
Results
Potentially exposed employees are displayed in the related list of the diagnostic
request.

271
Tracking employee contacts using daily logs
After employees start returning to the workplace, use daily contact logs to help
promote the health and safety of all your employees. Let employees submit a list
of other people with whom they come in contact during the day. Send mobile
and email push notifications to employees to submit their contact log for the
day.
Keep a track of the employees who have responded from the daily contact log
responses. You can resend notifications to employees who have not responded
to alert them for submitting their daily contact log.
The employee daily contact log in the Contact Tracing application works with
the Emergency Outreach application. For more information, see Emergency
Outreach.
A user with the sn_imt_checkin.checkin_admin role for Emergency Outreach
can review and modify the outreach notification for the daily contact log. For
more information, see Configure an Emergency Outreach notification for the
daily contact log.
An administrator can modify the schedule associated with the outreach
notification to configure the timing to send notifications to employees. For more
information, see Configure a scheduled job.
Note: If you are using Service Portal using a URL suffix other than the default
/sp, update the same in the Daily Log form for it to work properly. You
must associate the form with the service catalog. For more information on
Service Portal, see Create a portal and for Service Portal page navigation,
see Page navigation by URL.
Send an Outreach notification for the daily contact log

Send an Emergency Outreach notification, on demand, to employees to ask
them to submit a list of co-workers whom they have interacted with on a given
day.
Before you begin

®

272
Procedure
1. Navigate to Contact Tracing > Administration > Daily Log Alerts, and then click
New.
2. On the Safe Workplace Audience tab, select the target audience for the
• If you don't have an audience defined, click New and define an audience
from user lists, groups, departments, locations, and so on.
• If you have the Employee Health Screening application installed, the Use
Employee Health Screen Data option is available. Select this check box to
include all employees cleared in the health screening to enter the premises.
For more information, see Employee Health Screening.
• If you have the Workplace Safety Management application installed, the
User Workplace Reservation Data option is available. Select this check box
to include all employees with confirmed or approved reservations for that
day. For more information, see Workplace Safety Management.
check box.
This check box is active if the ServiceNow NowMobile App Screens and
Applet Launcher (com.glide.mobile-employee) plugin is activated. The push
notification content appears when the check box is active, and you can
modify it.
push notification.
it if necessary.
• For push messages, review the message details.
5. Click Update.
6. To send the notification, click When to run.
7. Keep the default mode of None and click Send Notification.

273
Results
The notification is sent to the selected audience.
What to do next
Review daily log responses to see who has responded to the notification.
Submit a list of contacts that you interacted with at the workplace

Submit a list of people that you've come into contact with at the workplace
to help your organization identify on-site employees who may have been in
contact with a potentially exposed coworker.
Before you begin

Role required: sn_imt_checkin.dailylog_user
About this task

If you're among the employees who have returned to the workplace, you
receive mobile or email push notifications to submit a list of people that you've
come into contact with at the workplace. You can click the link available in the
notification to submit the daily contact log.
Procedure
1. Navigate to Contact Tracing > Daily Contact Log > My Daily Contacts.
2. In the List of individuals field, search for and select the employees that you
interacted with.
The Contact Details list appears, listing employee names and their email IDs as
you select them.
3. Optional: In the Additional individuals (including visitors, contractors, etc.)
and interactions field, enter the names of other people with whom you
interacted during the day.
4. Optional: Review the employees that you added in the Contact Details list.
There can be many employees with the same name, but these employees
would have a distinct email ID.
5. To remove any wrong selection, click the x next to the employee name in the
List of individuals field.
6. Click Submit.
Submit the daily contact log from a mobile phone

If you receive a mobile push notification to submit the daily contact log, you
can submit a list of people that you interacted with on a day.

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Before you begin
®
Role required: sn_imt_checkin.dailylog_user
Procedure
2. In the message, tap Select People You Met.
3. Search for and select the employees in the List of individuals field.
The Contact Details list appears listing employee names and their email IDs as
you select them.
4. Optional: In the Additional individuals (including visitors, contractors, etc.)
and interactions field, enter the names of other people with whom you
interacted during the day.
5. Optional: Review the employees that you added to the Contact Details list.
There can be many employees with the same name, but these employees
would have a distinct email ID.
6. To remove any wrong selection, click the x next to the employee name in the
List of individuals field.
7. To send your daily contact log, tap Submit.

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Results
After you reply to the notification, a record for your response is updated. Your
personal information is secure. Only the staff managing the daily contact logs
has access to your response.
Review daily log responses

Review daily contact log responses from employees who received a push
notification requesting a list of contacts that they interacted with at the
workplace.
Before you begin

Role required: sn_imt_checkin.checkin_admin or sn_imt_tracing.admin
Procedure
Navigate to Contact Tracing > Daily Contact Log > Contact Logs.
Responses to notifications are listed in the Daily Log Acknowledgements list.
Because employees respond to the notification by submitting their daily contact
log, their records are updated with their acknowledgement status.
• If employees have responded, the status is Acknowledged.
• If employees have not responded yet, the status is Not Acknowledged.
The Notification count field shows the number of times the notification is sent
to the employees who have not yet responded. You can send the notification
again only to employees who have not yet responded.
Managing cases to follow up with potentially exposed contacts

When an employee who returns to the workplace is classified as positive for a
condition, such as COVID-19, the case manager creates a case to identify and
follow up with potentially exposed contacts.
Run the diagnostic request to identify potentially exposed contacts

The diagnostic request helps you generate a report of all on-site employees who
might have been in contact with an affected employee.
If any employee is confirmed to be affected with an infectious disease, send the
employee name to the case manager to create a case.
Note: To protect the privacy of the affected employee, you can mark a
case as confidential.

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Case management process
The case manager sets up a case for an employee who might have been
exposed to any infectious disease.
1. Create a case for an affected employee.
2. Run a diagnostic request to identify all potentially exposed contacts through
various tracing systems such as workplace location, workplace shifts and
reservations, meetings, employee badge swipe data, and Wi-Fi access data.
For more information, see Identify potentially exposed users.
3. Send an outreach notification to potentially exposed contacts to notify them
of a potential exposure from an affected employee.
4. Create case tasks to follow up with these potentially exposed contacts to
assess their health status using predefined survey questions.
Automated case creation

You must have the Emergency Self Report application installed for the
automatic case creation to work. For more information, see Set up Emergency
Self Report.
If an employee is reported as being in quarantine through the self-reporting
option in the Emergency Self Report application, a case is created
automatically for the employee. The case is created automatically only if the
employee doesn't have any active case at the time of self-reporting.
If the employee has an active case, a work note is added to the case for the
case manager to take appropriate action, if needed.
The Automated Case Creation from Employee Self Report flow is installed with
Contact Tracing. The contact tracing admin can review and configure the base
system flow using the Flow Designer.
Automated case task creation on adding a potentially exposed

contact
When a case manager adds a potentially exposed contact to a case, a case
task is created automatically. By default, these case tasks are assigned to the
case manager, and the case manager can assign it to a contact tracer to
follow up with the employee.
Note: Case task creation occurs automatically only if the

sn_imt_tracing.auto_create_case_tasks property is set to Yes, the default
setting.
The Create case tasks for exposed contacts workflow is installed with Contact
Tracing. The contact tracing admin can review and modify the base system flow
using the Flow Designer.

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Automated SMS outreach delivery to potentially exposed contacts
To take advantage of automatic SMS outreach delivery, you must have Virtual
Agent installed and set up for use with SMS and Twilio. For more information on
this feature, see Virtual Agent conversations for Contact Tracing.
When a user is added to a case task as a potentially exposed contact, they
are automatically sent an SMS notification to answer questions for the Exposure
Case Task Survey.
Note: SMS notifications are sent automatically only if the

sn_imt_tracing.enable_sms_exposure_survey is set to Yes. When disabled (the
default setting), you can send an SMS survey while working on a case task
by clicking the Send SMS Survey button.
Potentially exposed contacts visualization

Contact Tracing provides interactive visualization to view the potentially
exposed contacts in a case. The visualization enables case managers to quickly
evaluate the contact tracing data on a single page. The potentially exposed
contacts visualization includes the following options:
• View potentially exposed contacts with the source of exposure graphically
• Drill down to the next level of exposures to quickly identify the severity of the
exposure from the affected employee
• Create and view cases and tasks for potentially exposed contacts
• Change the status of the investigation of potentially exposed contacts
• Filter the view by status or source of exposure, or both
View case metrics in ServiceNow Safe Workplace Dashboard

If you have the Safe Workplace Dashboard application installed, you can
view the trends of the following data over a given time period for a campus or
location:
• Number of active cases
• Number of potentially exposed contacts
For more information, see Safe Workplace Dashboard.

You can also configure the alert type to determine when the number of active
cases is above the threshold in a particular campus or location. For more
information, see Alert types used with the Safe Workplace Dashboard.

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Create a case for an affected employee
As a case manager, create a case for an affected employee to identify and
follow up with other employees who might have come in contact with the
affected employee.
Before you begin

Role required: sn_imt_tracing.case_manager
About this task
Important: There can be only one active case for an affected employee.
You can create a new case for the same employee only if the active case
is closed or cancelled.
If the Emergency Self Report application is installed and an employee is

reported being in quarantine through the self-reporting option, the system
automatically creates a case. If an active case exists for the employee at the
time of reporting, a work note is added to that case.
Procedure
1. Navigate to Contact Tracing > Case Management > Create New Case.
Case form
Field Description
Reported person Name of the affected employee.

Location Location of the affected employee.
Date reported The date on which the person was
reported to be affected.
Reported source Source from which the employee
was reported to be affected, such
as through health screening, self-
reporting, or location.
Case manager User assigned to work on the case.
Users who have the
sn_imt_tracing.case_manager role
are listed.

279
Field Description
Note: If a case was

automatically created when
the employee self-reported
as being in quarantine, the
case manager field is empty.
Case managers can assign the
case to themselves or to any
other case manager. Only the
assigned case manager can
work on the case.
Case state Current state of the case.
Case start date The date on which the case is
created.
Case end date The date on which the case is closed.
Watch list Other users who need to know about
the status of the case.
Confidential Option for keeping the case
confidential to protect the privacy of
the affected user.
A confidential case can be
accessed only by the case manager
and users added in the Watch list
field.
3. Click Submit.
Results
A case for the affected employee is created. If notifications are enabled, the
case manager assigned to the case is notified via email.
An exposed contact record is created for the reported person with the default
health status set to Infected.
The Exposed contacts visualization section appears.
The following related lists appear in the case:
• Diagnostics Requests: Used to request a diagnostic report to identify all
impacted employees.
• Exposed Contacts: Potentially exposed contacts to follow up with about their
health status.

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• Case Tasks: The tasks created for each potentially exposed contact to track
the follow-up.
• Notes: Notes containing the names of individuals submitted in the daily
contact logs by the affected employee during the period specified for the
case. If the end date is not specified in the case, all daily log notes submitted
by the affected employee after the case start date are listed.
What to do next
Run the diagnostic request to identify all potentially exposed employees and
add them to the case for follow-ups.
You can also add potentially exposed contacts to the case manually from the
Exposed Contacts related list.
If you have the Safe Workplace Dashboard application installed, you can view
a trend of active cases and potentially exposed contacts over a given time
period for a campus or location on the dashboard.
Identify potentially exposed contacts

As a case manager, run the diagnostic request to identify other employees who
might have come in contact with the affected employee.
Before you begin

The diagnostic request function is available in the Emergency Exposure
Management application. Ensure that you have the Emergency Exposure
Management application installed.
About this task

Note: You cannot create or run a diagnostic request for affected
employees who have not consented to use their data for contact tracing.
For more information, see User privacy consent for Contact Tracing.
Procedure
1. Navigate to Contact Tracing > Case Management > Cases Assigned to Me.
2. Open a case from the list of assigned cases.
3. If the case is newly assigned to you, click Start Work.
The state of the case updates to Work in Progress.
4. In the Diagnostic Requests related list, click New.
The Diagnostic Request form appears. The details of the affected user are pre-
populated in the respective fields from the case record.

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5. On the Diagnostic Request form, run the diagnostic request on the affected
employee to identify other potentially exposed employees, and add them to
the case.
a. Select one or more tracing systems and a date range.
b. Click Save.

The potentially exposed employees, based on the selected tracing systems,
are listed in the All Impacted Users related list on the Diagnostic Request
form.
d. Select users from the All Impacted Users related list and select the Add Users
to Case option in the Actions on selected rows list.
For more information on running a diagnostic request, see Run a diagnostic

request.
6. Optional: If you know of other employees in addition to employees identified
from the diagnostics, click New in the Exposed Contacts list and add them as
potentially exposed contacts.
Results
The selected users from the All Impacted Users related list on the Diagnostic
Request form are added to the Exposed Contacts related list on the Case form.
If automatic case task creation is enabled by the
sn_imt_tracing.auto_create_case_tasks system property setting, a case task
is created for each potentially exposed contact added to the case. These
automatically created case tasks are assigned to the case manager by default.
From the Case Tasks related list, the case manager can assign them to a
contact tracer.
Note: If a potentially exposed employee added to the case has an active

case, the health status of the employee in the current exposed contact
record is automatically set from the corresponding exposed contact
record of the active case.
These potentially exposed contacts also appear in the exposed contacts

visualization section. For more information, see Working on a case through
contact tracing visualization.
and safety requirement for the potentially exposed contacts activated, a record

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is created with the requirement status as Not Cleared for these potentially
exposed employees.
What to do next
Send notification to potentially exposed contacts in a case.
If the automatic case task creation is disabled, create a case task for each
exposed contact.
Send notification to potentially exposed contacts in a case

As a case manager, send an outreach notification to potentially exposed
employees to notify them of a potential exposure from an affected employee.
Before you begin

Ensure that your administrator has created an outreach notification that you
can send to potentially exposed contacts in the case. To create an outreach
notification, the ServiceNow Emergency Outreach application must be installed
and active. For more information, see Emergency Outreach.
Procedure
2. Open a case to send a notification to potentially exposed contacts.
3. In the Exposed Contacts related list, select the employees to whom you want
to send a notification.
If required, you can send a notification to a contact more than once.
4. In the Actions on selected rows list, select Send Exposure Notice.
5. In the Send Exposure Notice dialog box, select an outreach notification, and
click Send.
Results
An email notification is sent to the selected contacts. The Notice sent date
column for the selected contacts in the Exposed Contacts list updates to the
current date.
You can review the notifications by navigating to Emergency Outreach > View
Outreaches and open the outreach notification.
What to do next
Create a case task for each exposed contact.

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Create a case task to follow up with an exposed employee
As a case manager, create case tasks for potentially exposed employees.
Assign these tasks to contact tracers to follow up with them to evaluate their
health status.
Before you begin

About this task

The sn_imt_tracing.auto_create_case_tasks property, enabled by default, and
the Create case tasks for exposed contacts workflow cause automatic creation
of case tasks when potentially exposed employees are added to a case. If
the admin has set the property to No, you must add a case task for potentially
exposed employees added to a case.
Procedure
2. Open a case to create case tasks for the potentially exposed contacts.
3. In the Exposed Contacts related list, select employees for whom you want to
create case tasks.
4. In the Actions on selected rows list, select Create Task.
A task for each selected exposed contact is created and available in the
Case Tasks related list. To add a case task for a user not in the exposed
contacts list, click New in the Case Tasks related list. After creation of the task,
the user is added to the Exposed Contacts related list.
5. In the Case Tasks related list, update the following fields:
a. Double-click the Due date field and select the date that the task should be
completed by.
b. Double-click the Assigned to field and select a user to work on the task.
If notifications are enabled, the contact tracers are notified via email.
Note: To update multiple tasks in the list, click in a field, hold the Shift key,
and press the Down Arrow or the Up Arrow key. Press the Enter key to
open the list editor and enter appropriate values.
Results
The case tasks are created and assigned to the contact tracers to follow up
about the health status of the exposed employees.

284
What to do next
The contact tracers can start working on the tasks by following up with the
exposed contacts about their health status.
Follow up with potentially exposed contacts

As a case task owner, contact potentially exposed users to follow up on their
health status using the predefined instructions and survey questions.
Before you begin

Role required: sn_imt_tracing.contact_tracer
About this task

The case manager defines instructions for contact tracers to use when following
up with potentially exposed users, such as the follow-up frequency. Contact
tracers should follow these instructions to work on the assigned tasks.
The Exposure Case Task Survey is available for contact tracers to use to assess
the health status of the exposed contact. The administrator can review and
modify the survey. For more information, see Survey designer.
Procedure
1. Navigate to Contact Tracing > Case Management > Case Tasks.
2. Open a task from the list.
3. To start work on a newly assigned task, click Start Work.
The state of the case task updates to Work in Progress.
4. Follow up with the potentially exposed contact specified in the User field in
one of the following ways:
• Contact the user by calling or sending an email with the questions specified
in the survey by clicking Take Survey.
• Send the survey via SMS for the user to respond via SMS by clicking Send SMS
Survey if available.
Note: You must have Virtual Agent installed and set up for use
with SMS and Twilio to complete SMS outreach delivery. For more
information on this feature, see Virtual Agent conversations for Contact
Tracing.
Each follow-up result is added to the Survey results related list.
Note: These follow-up results can be viewed only by the contact tracer
to whom the case task is assigned, the case manager, and the contact
tracing admin.

285
5. Update the final health status of the potentially exposed contact in the
Outcome field when you complete the required number of follow-ups.
• If the potentially exposed contact reports positive symptoms of the disease,
select Infected.
• If the potentially exposed contact reports normal, select Cleared.
Note: An exposed contact’s health status and the Outcome field are
updated when changes are made to either item. If there are multiple
open case tasks for an exposed contact, the health status in all tasks will
be updated to match the outcome of the most recently modified case
task.
6. Click Close Task.
Results
The case task is closed. If notifications are enabled, the case manager is notified
via an email.
What to do next
The case manager can review the closed task and update the health status of
the exposed user's as per the outcome value.
Note: The case manager can update the health status of an exposed
contact only if there is no active case for the user.
If Employee Readiness Core is installed and the potentially exposed contacts

requirement activated, the user's health and safety requirement status is also
updated.
After all the case tasks in the case have been closed, the case manager can
close the case.
Working on a case through contact tracing visualization

The contact tracing visualization in a case is a graphical representation of the
affected user and potentially exposed contacts. While working on a case, the
case manager can use this visualization to view all potentially exposed contacts
added to the case, their status, drill down to the next two levels of potential
exposures, and take action as needed.
About Contact Tracing Visualization

The contact tracing visualization available on the case form provides multiple
options based on the status of the potentially exposed contacts.

286
Contact tracing visualization
Each card represents a potentially exposed contact who might have been
potentially impacted by the affected user. You can view how many potentially
exposed and infected contacts users have for their current case (where they
are the reported person) and the totals for other active cases they are in.
Note: The totals for other active cases do not include numbers from a
user's current case.
For example, consider a sample employee's case, Employee A. The employee

has five potentially exposed contacts and one of them is infected. One of
Employee A's potentially exposed contacts, Employee B, has three potentially
exposed contacts from the current case. None of Employee B's contacts are
infected. Employee B is also a potentially exposed contact in two other cases.
Employee B's card provides the total number of potentially exposed contacts in
those cases and how many are infected.
To review details about a potentially exposed contact's current case, click
Show Details. To navigate to cases in which the contact is a potentially exposed
contact, click other active cases.
Tip: Use the Filter option to view a filtered list of cards, such as by status or
the source of exposure.

287
Visualization options
Select a card to view various options on the card based on the status of the
exposed contact.
You can change the health status or create case tasks for multiple potentially
exposed contacts in one step. Select all cards by clicking Select All, or select
a few cards by pointing to a card and selecting the check box. Updating the
health status of an exposed contact updates their health status and outcome in
all open case tasks in which they are included as an exposed contact.
Exposed contacts and available options
Status of the exposed contact Options available on the card
Under investigation • View basic details of the user such

The user is being contacted about the as email ID and location.
health status. • View how many potentially exposed
and infected contacts users have
for their current case and any other
active cases the user is in.
• Navigate to a user's other active
cases.
• Create a task for follow-up.
• Create a case.
• View potentially exposed contacts
who might have been in contact
with the selected user.
Infected • View basic details of the user such
The user has been classified as positive as email ID and location.
for a condition, such as COVID-19. • View how many potentially exposed
cases.
• Create a case if no case has been
created yet.

288
Exposed contacts and available options (continued)
Status of the exposed contact Options available on the card
• View the case if a case has been

already created.
• View potentially exposed contacts
who might have been in contact
with the selected user.
• Change the status.
Cleared • View basic details of the user such
The user has been reported safe. as email ID and location.
• View how many potentially exposed
cases.
• Create a case if no case has been
created yet.
• Change the status.
Vaccination statuses in contact tracing visualization

Organizations with Contact Tracing and the Vaccination Status application
can view vaccination statuses on the Exposed Contacts list and contact
tracing visualization. The Vaccinated label on a card indicates that the user is
vaccinated.
For more information, see Configure contact tracing visualization to show
vaccination status.

289
Potentially exposed contacts with Vaccinated status
Contact Tracing visualization Vaccination status features
Feature Description
Vaccinated status Case managers with

the Vaccination Status
sn_imt_vaccine.vaccine_profile_reader
role can see the following:
• The Vaccinated status that displays
for vaccinated contacts.
• The Vaccinated column appears in
the Exposed Contacts list with values
of True or False.
Vaccination filter Case managers with the
role can filter exposed contacts based
on their vaccination status. In the
contact tracing visualization, click
Filter. Select the Vaccinated check
box to hide contacts who are not
vaccinated. Clear the check box
to remove the filter and show all
contacts.

290
Contact Tracing visualization Vaccination status features (continued)
Feature Description
Note: The Vaccinated

filter is visible to case
managers without the
role but it does not reveal any
vaccination data. Selecting the
check box (without the role)
hides all contacts as if none of
them were vaccinated because
the user does not have the
necessary permissions to see
vaccination statuses.
Health and Safety Testing

Streamline the user health testing process to help organizations reduce the
spread of infectious diseases in the workplace.
®
The ServiceNow Health and Safety Testing application streamlines the user
health testing process to identify affected users and help reduce the spread
of infectious diseases in the workplace. It provides organizations, where they
are legally required or permitted to use them, with two options: request that
users get tested or allow users to request optional health testing upon being
notified of potential exposure to an infectious disease, such as COVID-19. Users
can submit health testing preferences such as test type and preferred testing
date and location. Administrators can use the employee request forms to
coordinate testing availability and scheduling. After health testing is complete,
users can use Health and Safety Testing to provide a test result to satisfy the

291
organization’s health and safety requirement, clearing the user for a safe return
to the workplace.

®
Health and Safety Testing is part of a suite of ServiceNow Safe Workplace
application.
• With the Contact Tracing application, evaluate the readiness of your users to
return to the workplace by using data such as badge scans, Wi-Fi access logs,
and daily contact logs to help identify potential user interactions.

Type Instructions
®
the application.

292
Type Instructions

more information.
the SHOT team.
more information.
more information.



293
Install Health and Safety Testing

You can install Health and Safety Testing if you have the admin role.
Before you begin

®
Health and Safety Testing requires the ServiceNow Employee Readiness Core
application.
®
The ServiceNow Contact Tracing application can optionally be installed to
send an email notification to employees who are potentially exposed individuals
in a contact tracing case. The notification informs the employee of the potential
exposure and provides them with a link to request testing.
®
The ServiceNow Emergency Response Management for Now Mobile
application can optionally be installed to add a Health tab to the Now Mobile
app where employees can request testing or report a test result.
Type Instructions
®
the application.
more information.
the SHOT team.

294
Type Instructions

more information.
more information.
apps.
Procedure
2. Search for Health and Safety Testing.
3. Click Install.
4. Click Activate.

295
Components installed with Health and Safety Testing
Several types of components are installed with Health and Safety Testing,
including user roles and tables.
Roles installed
Health and Safety Testing admin Application-specific admin for • sn_imt_health_test.te

[sn_imt_health_test.admin] Health and Safety Testing.
Important: By
default, the System
Administrator [admin]
role contains the
sn_imt_health_test.admin
role. The
sn_imt_health_test.admin
role should be
reassigned to another
user and then
removed from the
admin. This process
protects sensitive
application data by
restricting access to the
application.
Health testing manager Can view and manage • None
[sn_imt_health_test.testing_admin] health testing requests, results,
providers, and test types.
Tables installed
Table Description
Provider Health providers that your organization uses for

[sn_imt_health_test_provider] COVID-19 diagnostic testing.

296
Table Description
Test Request Test requests submitted by users. Users can

[sn_imt_health_test_request] review their test requests in My test requests.
Test Result Test results submitted by users. Users can review

their test results in My test results. Managers can
[sn_imt_health_test_result]
review the test results of their direct reports in
My Employee's Test Results if enabled by their
organization.
For more information, see Configure Health and
Safety Testing.
Test Type Types of testing offered by providers. The options
[sn_imt_health_test_type] are At a facility and Self-administered. You can
create additional test types if necessary.
Configure Health and Safety Testing

Complete all configuration tasks to ensure that Health and Safety Testing is set
up correctly for your company.
Set up Health and Safety Testing properties

Set up Health and Safety Testing properties to define the data retention period
for health testing data and enable or disable emails to potentially exposed
individuals.
Before you begin

Role required: sn_imt_health_test.admin
Procedure
1. Navigate to Health and Safety Testing > Properties.
Health and Safety Testing data retention period (in days). Sets the num
[sn_imt_health_test.data_retention_period] of days that
for COVID-19
diagnostic te
requests and
results is ava
in the system

297
before it is d
automatical
Data Retenti
for Health a
Safety Testi
scheduled jo
runs daily to
delete recor
that have an
updated da
past the spe
retention pe

298
Note:
When an
employe
test resu
are dele
their hea
and safe
requirem
status is
reset to t
default s
for Testin
Requirem
Satisfied
If the
employe
a poten
exposed
individua
a conta
tracing c
their hea
and safe
requirem
status is
reset to N
Cleared
they sub
a negat
test resu
For more
informat
about he
and safe
requirem
see
Employe
Health a
Safety St
Send email to potentially exposed individuals asking them to submit a test When enabl
request. an email

299
[sn_imt_health_test.notify_potentially_exposed] notification i
to employee
are potentia
exposed
individuals
in a contact
tracing case
have a healt
status of Und
investigation
The notificat
informs the
employee o
potential exp
and provide
them with a
request testin
Use country-specific data retention policy for Health and Safety Testing. Enable this
property to u
[sn_imt_health_test.use_country_specific_data_retention_policy]
country-spec
data retentio
policies for H
and Safety
Testing. Whe
enabled, rec
are compare
the data rete
policy of the
user's locatio
determine h
long records
retained.
For example
one country
have a 90 da
retention pe
while anothe
a 120 day po
When there
country-spec
policy, the p
300
defaults to th
value in the
Health and S
Testing data
retention per
(in days) pro
This property
is inactive by
default.
Message auto-created in work notes when test result is positive. Create the
[sn_imt_health_test.positive_result_message] message
automatical
generated in
the work not
for users to re
when a test
is positive, su
as advice to
quarantine o
notify memb
of their house
that they tes
positive.
Prevent admin from accessing attachments Enable this
[sn_imt_health_test.prevent_admin_access_to_attachments] property to e
that only sco
administrato
view attachm
submitted by
users for repo
vaccinations
prevents syst
administrato
from viewing
these
attachments
The property
is inactive by
default.

301
Allow managers the ability to update health test results Enable this
[sn_imt_health_test.allow_managers_ability_to_update_test_result_records] property to
provide man
with the abil
to review an
update the
reported hea
tests of their
direct report
This property
is inactive by
default.
3. Click Save.
Configure country-specific data retention settings for Health and Safety Testing
Configure the data retention settings for Health and Safety Testing so that the
data-retention policy is country-specific.
Before you begin

Role required: sn_imt_core.admin, sn_imt_health_test.admin, or
sn_imt_vaccine.admin
About this task

The Health and Safety Testing data retention period (in days) property sets the
number of days that COVID-19 diagnostic test requests and results are available
before they are deleted automatically. The Data Retention Job for Health and
Safety Testing scheduled job runs daily to delete records that have an updated
date past the specified retention period.
Enable the Use country-specific data retention policy for Health and Safety
Testing property and use the Data Retention module in Employee Health and
Safety Status to define policies at the country-level.

302
Procedure
1. Navigate to Health and Safety Testing > Properties.
2. Set the Use country-specific data retention policy for Health and Safety
Testing to true.
3. Click Save.
4. Generate location policies for Health and Safety Testing.
a. Navigate to Employee Health and Safety Status > Data Retention.
b. Click Generate Location Policies.

The default number of days is based off the value in the Health and Safety
Testing data retention period (in days) property.
5. Open the location policy that you want to modify.
6. In the Retention period (in days) field, enter the number of days that you want
to retain data for.
7. Click Update.
Results
When the Data Retention Job for Health and Safety Testing daily scheduled
job completes or is manually executed, the data for users in those locations
have their COVID-19 diagnostic test requests and results retained or deleted
based on their country's data retention policy.
Add COVID-19 test providers

Create a list of COVID-19 diagnostic test providers that your company uses to
schedule testing for employees.
Before you begin

Role required: sn_imt_health_test.testing_admin
Procedure
1. Navigate to Health and Safety Testing > Providers.
2. Click New.

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Provider form
Field Description
Company The company providing COVID-19 diagnostic tests.

Supported The types of testing offered by the provider. The options are At
test types a facility and Self-administered. You can create additional test
types if necessary.
4. Click Submit.
What to do next
When an employee submits a request for testing, use the list of providers to
schedule the test according to the employee's preferred test type and location.
Customize the notification for potentially exposed individuals

Modify the notification email that is sent to potentially exposed individuals to
customize the notification for your company.
Before you begin

Role required: admin and sn_imt_health_test.admin
About this task

The Potentially exposed health test request notification is sent to employees
who are potentially exposed individuals in a contact tracing case and have
a health status of Under investigation. The notification informs the employee
of the potential exposure and provides them with a link to request testing. The
notification is only used when the sn_imt_health_test.notify_potentially_exposed
property is enabled.
®
By default, the notification uses a ServiceNow banner and a placeholder
signature. Update the notification to use your company logo and signature.
Procedure
2. Click the Potentially exposed health test request notification.
3. To view the default notification, click Preview Notification.
4. Navigate to the What it will contain form section.
5. In the Message HTML field, click Insert/edit image and select your banner
image.

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Tip: The image must be added before the mail script so that it appears
at the top of the email.
If you don't already have an email banner image in your ServiceNow

instance, you can upload an image to use. For instructions, see Upload one or
more images.
6. Click the Show Notification Scripts related link.
7. In the Script field, the code template.print(util.getEmailCompanyLogo()); adds
®
the default ServiceNow banner to the email. Comment out or delete this line
®
of code to remove the ServiceNow banner.
8. In the Script field, replace You can expect [these next outreach steps] with the
next steps that you want to communicate to employees.
9. In the Script field, replace The Site Safety Team signature with your preferred
signature.
10. Optional: If you would like to make any other changes to the email
notification, update the Script field as needed.
11. Click Update.
12. Return to the notification record and click Preview Notification to confirm your
changes.
Set up privacy consents for Health and Safety Testing

Set up privacy consents for users who are providing health and safety testing
data to your company.
Before you begin

About this task

Users must agree to a privacy policy in order to be able to request or report
diagnostic data. They also must have the sn_imt_core.privacy_consent_user role.
Procedure
1. Customize the privacy consent template.
a. Navigate to Employee Health and Safety Status > Privacy Consent
Templates and click Testing Consent Template.
b. Fill in the placeholder text with the name of your company and contact
information.
c. Click Update.

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2. Assign the sn_imt_core.privacy_consent_user role to all users who will be
requesting and reporting diagnostic test results.
This role allows users to complete the privacy consent.
3. Generate the location-based privacy configurations for the locations in your
instance.
4. Configure an outreach to send the privacy consent to users.
a. Navigate to Emergency Outreach > View Outreaches and click the Health
and Safety Testing Diagnostic Test Placeholder outreach.
This outreach is preconfigured to use the Health and Safety Testing
Diagnostic Test Placeholder Audience Record and the Testing Consent
Template.
b. Make any modifications to the outreach if needed, such as scheduling a

time to send.
For more information, see Send notifications for an emergency.
c. Optional: Enable the outreach to provide location-specific privacy

consents by selecting the Use Country option on the Content configuration
tab.
When enabled, the privacy statement text in Location Privacy Configuration
takes precedence over text in the privacy consent templates. This text is
used for the outreach, system notification email, and push notification. If you
need to update the text that users receive, you must change the location's
privacy statement.
d. Click Update.
Results
Users can request and report diagnostic test results. Users that attempt to request
a test are automatically added to the Health and Safety Testing Diagnostic
Test Placeholder Audience Record about every 10 minutes. These users will also
receive the notification around that time.
Request a COVID-19 diagnostic test

Request a COVID-19 diagnostic test if you have been potentially exposed, are
having symptoms, or want testing for another reason.
Before you begin

Role required: sn_imt_core.privacy_consent_user

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About this task
You must agree to a user privacy consent when you request a COVID-19
diagnostic test.
Procedure
1. Navigate to Health and Safety Testing > Set up a COVID-19 diagnostic test.
Note: To request testing in the Now Mobile app, navigate to Health >
Follow These Safety Practices > COVID-19 Testing > Set up a COVID-19
diagnostic test.
Set up a COVID-19 diagnostic test form
Field Description
Preferred test type The type of COVID-19 diagnostic test that you would
like to take.
Preferred test date The date and time that you would like to take your
and time COVID-19 diagnostic test. This field appears only when
At a facility is selected from Preferred test type.
Use a provider near Your address or city. This field appears only when At a
me (please enter facility is selected from Preferred test type.
your address or city)
Your company's health testing managers will use this
address to find a test provider that is near you.
Reason for test The reason that you are requesting a COVID-19
diagnostic test. The options are Having symptoms,
Potential exposure, Prefer not to say, and Other.
Shipping address The address that you want your test kit to be shipped
to. This field appears only when Self-administered is
selected from Preferred test type.
3. Click Submit.
Results
Your company's health testing managers use your request to schedule a
COVID-19 diagnostic test for you. You'll receive an email from your company or
the test provider with instructions and information about the test.

307
What to do next
When you receive your test result, you can choose to report the result to your
company. For instructions, see Report your COVID-19 diagnostic test result.
Report your COVID-19 diagnostic test result

If you would like to provide your company with an update on your health status,
report your COVID-19 diagnostic test result.
Before you begin

About this task

You must have agreed to a user privacy consent in order to be able to report
your COVID-19 diagnostic test results.
Procedure
1. Navigate to Health and Safety Testing > Report a COVID-19 diagnostic test
result.
Note: To report your test result in the Now Mobile app, navigate to
Health > COVID-19 Testing > Report a COVID-19 diagnostic test result.
If the Health tab is not available, find COVID-19 Testing under More
instead.
Report a COVID-19 diagnostic test result form
Field Description
Related test The test request that you submitted to schedule testing.
request
Test result Your test result. The options are Positive result, Negative
result, and Inconclusive.
Date you received The date that you received your test result.
the result
3. Click Submit.
Review your health test results

If you would like to review your recently reported COVID-19 diagnostic test result
or add an attachment to a health test, access your previous test results.

308
Before you begin
Procedure
1. Navigate to Health and Safety Testing > My test results.
2. Select the test results that you would like to modify or review.
3. Modify the record by adding an attachment or review the record.
• If you are adding an attachment, such as test results, add the attachment
and then click Update.
Note: For information on managing attachments, see Manage

attachments.
• If you are reviewing the record, review the record and click Back to return
to the list of test results.
Confirm COVID-19 test results for a user

Confirm a user's reported COVID-19 test results through the Employee Readiness
Core Approval Portal.
Before you begin

Your organization must install both Health and Safety Testing and Vaccination
Status to use the Approval Portal.
• For information on installing Health and Safety Testing, see Install Health and
Safety Testing.
• For information on installing Vaccination Status, see Install Vaccination Status.
Role required: sn_imt_vaccine.admin
About this task

Managers who do not have the sn_imt_vaccine.admin role can still confirm
the health test results of their direct reports if their organization activates the
sn_imt_health_test.allow_managers_ability_to_update_test_result_records
property. Managers must update the records manually by navigating to Health
and Safety Testing > My Employee's Test Results and updating the record of the
user.
For more information, see Set up Health and Safety Testing properties.

309
Procedure
1. Navigate to Employee Health and Safety Status > Approval Portal.
The default view displays all health test, vaccine dose, and exemption request
records that require review.
2. Optional: Filter the results.
• Change which record types are displayed by selecting a record type from
the Record field list.
• Change how the records are sorted by selecting a value from the Sort field
list.
3. Optional: Review the information in any attachments.
4. Click Verify to verify the user's test results.
Results
• The record is moved to the Verified tab.
• The COVID test result verified by field in the user's test result record is updated
with your name to confirm you verified the result.
• In the user's vaccine profile, the Most recent COVID test result verified option is
selected.
Employee Readiness Core

®
Use the ServiceNow Employee Readiness Core application to track employee
®
data across all Safe Workplace suite and ServiceNow Emergency Response
The Employee Readiness Core app adds the Employee Health and Safety Status
feature.

310
311
The Employee Readiness Core app also provides shared functionality and
®
data structures for Employee Readiness apps, such as ServiceNow Employee
® ®
Readiness Surveys, ServiceNow Employee Health Screening, and ServiceNow
Contact Tracing.

®
Employee Readiness Core is part of a suite of ServiceNow Safe Workplace
application.

312
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.



313
Install Employee Readiness Core

You can install Employee Readiness Core if you have the admin role.
Before you begin

Employee Readiness Core version 1.1.0 and later requires the following plugins.
• ServiceNow IntegrationHub Runtime (com.glide.hub.integration.runtime)
• Flow Designer Action Step - Payload Builder
(com.glide.hub.action_step.payload)
• ServiceNow IntegrationHub Action Step - REST
(com.glide.hub.action_step.rest)
These plugins must be requested through the Now Support Service Catalog. For
instructions, see Request a plugin.
Type Instructions
®
the application.
more information.

314
Type Instructions

the SHOT team.
more information.
more information.
Procedure
2. Search for Employee Readiness Core.
3. Click Install.
5. Click Install.
Components installed with Employee Readiness Core

Several types of components are installed with Employee Readiness Core,
including user roles, tables, and scheduled jobs.

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Roles installed
Employee Readiness Core admin Can create • sn_imt_core.reader

[sn_imt_core.admin] and manage
health and • flow_operator
safety users, • sn_imt_core.privacy_con
health
requirements, • sn_imt_core.safe_workp
privacy
consent
templates
and policies,
and Safe
Workplace
audiences.
Employee Readiness Core reader Can view • None
[sn_imt_core.reader] health
and safety
requirement
statuses in
the View
Employee
and Visitor
Status
module.
Safe Workplace audience admin Can create • None
[sn_imt_core.safe_workplace_audience_admin] and manage
Safe
Workplace
audiences.
External web service user External • None
[sn_imt_core.api_logging_user] service user
that can
make table
API calls to
insert log
entries.
Privacy consent user Can submit • None
[sn_imt_core.privacy_consent_user] and update

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the user
privacy
consent for
themselves.
Tables installed
Table Description
Health and Safety User List of users and visitors

[sn_imt_core_health_and_safety_user] and their progress
toward completing
all applicable active
requirements.
Health and Safety Requirement List of all health and
[sn_imt_core_health_and_safety_requirement] safety requirements.
Employee Health and Safety Requirement List of user and visitor

[sn_imt_core_employee_health_and_safety_requirement] statuses for all active
requirements.
Health and Safety Visitor List of visitors.
[sn_imt_core_visitor]
Health and Safety Visitor Invitation List of visitor invitations,
[sn_imt_core_visitor_invitation] including information
about their reason for
visiting and the location
they are invited to visit.
Location Privacy Configuration Configuration for the
[sn_imt_core_location_privacy_configuration] location-based privacy
policy, such as the
privacy statement for a
location and whether
a particular location
requires privacy consent.
Privacy Consent Template Template for storing the
[sn_imt_core_privacy_consent_template] privacy statement for
a location that is used

317
Table Description
in the location privacy

configuration.
User Privacy Notice and Consents Responses of employees
[sn_imt_core_user_privacy_notice_and_consent] to the privacy consent.
Safe Workplace Audiences Collections of users

[sn_imt_core_safe_workplace_audience] based on one or more
criteria, such as groups,
departments, and
locations. Use Safe
Workplace audiences
to organize lists of users
for sending outreach
notifications.
Data Retention Policies Configuration for
[sn_imt_core_data_retention] country-specific data
retention policies for
Health and Safety
Testing and Vaccination
Status. Users with the
sn_imt_core.admin,
sn_imt_health_test.admin,
or sn_imt_vaccine.admin
roles can configure these
policies.
Mark Runs every 30 minutes to update user requirement statuses to

expired user Not Cleared if they have exceeded the time limit they are valid
requirements for.
as
not_cleared Note: The scheduled job only runs for requirements that
have the Use duration field selected.
Collect Safe Runs weekly to create health and safety user records for
Workplace users [sys_user] with activity or an assigned role in any of the
users following Safe Workplace suite and Emergency Response

318
• Contact Tracing
Health and safety user records are also created for visitors who
are invited through the Employee Readiness Core app.
Employee Health and Safety Status

Use the Employee Health and Safety Status feature to track when people are
ready to return to the workplace.
Pull data across all Safe Workplace suite and Emergency Response
Management applications into a single data point that shows if a user is ready
to return to the workplace or travel.
Create and activate requirements that users must fulfill before they can return to
the workplace or complete travel to various locations. The requirements can be
based on data from any of the Safe Workplace suite and Emergency Response
Management applications. When a user fulfills all active requirements, they are
ready to return to the workplace.
Due to the ability to set different health and safety requirements for different
locations, a user might be cleared for their current travel or location but not for a
specific location. For example, a user might be cleared for an active reservation
but not travel to a campus across their country.
Note: If a user has an active travel and active reservation, that reservation
takes precedence.

319
Set up Employee Health and Safety Status properties
Set up Employee Health and Safety Status properties to configure the email
notifications that are sent to visitors.
Before you begin

Procedure
1. Navigate to Employee Health and Safety Status > Properties.
sn_imt_core.send_email_to_visitor When enabled, the Notify about

scheduled visit email notification
is sent to the visitor when an
employee invites them to the
workplace. The email is sent
immediately after the employee
submits the invitation. The email
contains a brief confirmation of
the scheduled visit, including
information about the date of

320
the visit and the name of the

employee who invited them.
sn_imt_core.days_to_ask_for_health_data Sets the number of days before
the scheduled visit that the
Ask for health related data
from visitor email notification
is sent to the visitor. The email
contains information about safety
requirements and policies that
the visitor must agree to follow.
The visitor must respond Yes to
the email to complete the Visitor
Invitation Requirement.
For more information about the email notifications used by the properties, see
Modify visitor notification emails.
3. Click Save.
Create health and safety user records

Create health and safety user records to track requirement statuses for all
employees and visitors.
Before you begin

®
If the ServiceNow Customer Service Management (CSM) application is
activated, you can also create health and safety user records for consumers
and contacts.
About this task

Health and safety user records are automatically created for users [sys_user]
with activity or an assigned role in any of the following Safe Workplace suite and
Emergency Response Management applications.
• Contact Tracing

321
Health and safety user records are also created for visitors who are invited
through the Employee Readiness Core app.
Some users might not have activity or assigned roles in the apps, so health and
safety user records are not automatically created for them. If you want to view
the requirement status for these users, you can manually create health and
safety user records for them.
Procedure
1. Navigate to Employee Health and Safety Status > Health and Safety Users.
2. Click New.
3. In the type field, select Visitor or Employee.
Note: If you're creating a health and safety user record for a CSM
consumer or contact, select Employee.
4. Select a value in the User or Visitor field.
• If you're creating a record for an employee, consumer, or contact, select
the user in the User field.
• If you're creating a record for a visitor, select the visitor in the Visitor field.
5. Select a value in the Working location type field.
• If the user is reporting to your organization on-site full time, select Full time
on-site.
• If the user is reporting to your organization remotely full time, select Full time
remote.
• If the user is reporting to your organization part time remote and part time
on-site, select Part time remote.
6. Click Submit.
The Requirement status field is read-only and is updated after you submit the
record.
The user or visitor is added to the Health and Safety User table
[sn_imt_core_health_and_safety_user]. A record is created for the

322
user or visitor in the Employee Health and Safety Requirement table
[sn_imt_core_employee_health_and_safety_requirement] for each active
requirement using the default status for the requirement.
What to do next
You can view all health and safety user records by navigating to Employee
Health and Safety Status > Health and Safety Users. The Requirements status
column shows the user's or visitor's progress towards completing all active
requirements. The value is Cleared if they have fulfilled all active requirements.
The value is Not cleared if they are missing any requirements.
You can also look up the requirements status for individual users or visitors by
navigating to Employee Health and Safety Status > View Employee and Visitor
Status. The status page can be used during the health screening process for
entry to a location. For more information, see Conduct a health screen for entry.
Activate a health and safety requirement

Activate requirements to track when employees are ready to return to the
workplace or to safely travel to another site. You can also activate requirements
that visitors must complete before entering the workplace.
Before you begin

About this task

Use health and safety requirements to define the requirements that employees
must fulfill before they can return to the workplace, safely travel to another site,
or that visitors must fulfill before entering the workplace. Employee Readiness
Core includes pre-built requirements. For more information, see Included health
and safety requirements.
Requirements are not active by default. A requirement must be activated
before you can track whether employees or visitors have fulfilled the
requirement.
Procedure
1. Navigate to Employee Health and Safety Status > Health and Safety
Requirements.
2. Click the requirement that you want to activate.

323
Note: Pre-built requirements provided by Employee Readiness Core
are ready to activate without any modifications. However, you can
choose to edit them to meet your company's needs. For example, you
can edit the Use duration and Valid for fields to adjust the amount of
time a requirement status is valid for. You can also select the Actionable
check box to add a link for employees to complete the requirement
on the Health and Safety Status page. If you're activating a custom
requirement, make sure that you select a flow in the Requirement flow
field. You must also select a table and conditions in the Include previous
applicable records section. You can't activate the requirement unless
these fields are populated.
3. Click Activate.
After the requirement is activated, health and safety user records are created
for employees or visitors who have activity for the requirement. Health and
safety user records are also created for employees or visitors who have activity
for the requirement before it was activated.
What to do next
You can view all health and safety user records by navigating to Employee
Health and Safety Status > Health and Safety Users. The Requirements status
column shows the employee's or visitor's progress towards completing all active
requirements. The value is Cleared if the employee or visitor has fulfilled all active
requirements for their current location. The value is Not cleared if the employee
or visitor is missing any requirements.
You can also look up the requirements status for individual employees or visitors
by navigating to Employee Health and Safety Status > View Employee and
Visitor Status. The status page can be used during the employee or visitor
health screening process for entering the workplace. For more information,
see Conduct a health screen for entry and Screen a visitor for entry to the
workplace.
Create a health and safety requirement

Create requirements to track when employees are ready to return to the
workplace or visit a site. You can also create requirements that visitors must
complete before entering the workplace.
Before you begin

About this task

Use health and safety requirements to define the requirements that employees
must fulfill before they can return to the workplace, or that visitors must fulfill

324
before entering the workplace. Create separate requirements for employees
and visitors. A requirement must apply to either employees or visitors, not both.
Employee Readiness Core provides some pre-built requirements. However, you
can create additional requirements using data from any of the Safe Workplace
suite or Emergency Response Management apps.
Health and safety requirements are built with Flow Designer. Before creating a
®
requirement, make sure that you're familiar with the basics of ServiceNow Flow
Designer.
The following steps show how to create a requirement using the pre-built
Employee Health Verification Requirement as an example.
Procedure
1. In Flow Designer, create an action to check the requirement status for an
employee or visitor.
a. Create an action. Save the action in the Employee Readiness Core

application.
record that you will use to check if the employee or visitor has fulfilled the
requirement.
For example, to fulfill the Employee Health Verification Requirement,
employees must have a health verification record in the Employee Health
Verification table [sn_imt_monitoring_health_verification].
Inputs
Employee Health health_verification Reference.EmployeeYes

Verification Health
Verification
[sn_imt_monitoring_health_verification]
the value.
This enables you to use the input for the action in a script.

325
Input Variables
Name Value
health_verification Employee Health Verification input

that you created in the Inputs
section.
or visitor's requirement status is cleared or not_cleared.
For the Employee Health Verification Requirement, the requirement is
cleared for an employee if their health verification response is yes, and
not_cleared for any other response.

outputs.requirement_status = inputs.health_verification.response == 'yes'
? 'cleared'
: 'not_cleared';

This defines the requirement_status variable that you used in the script.
Output Variables
Choice
options)
requirement_status
requirement_status
Choice Yes Dropdown
with --None--
requirement status.

326
Output Variables
Choice
options)
Choice No Dropdown
Output Variables
Label Value

The action returns the value of the requirement_status for the employee or
visitor (cleared or not_cleared) as an output.
j. Click Publish.
2. Create a health and safety requirement.
Requirements.
b. Click New.

that have already been created but should still trigger the requirement flow.
Including previous records ensures that employees or visitors who complete
the requirement before it is activated have their requirement status set to
Cleared.
Field Description
Name Unique name for the requirement.

For example, Employee Health
Verification Requirement.

327
Field Description
Requirement for Who the requirement applies to. The

options are Employee and Visitor.
A requirement must apply to either
employees or visitors, not both.
For example, the Employee Health
Verification requirement only applies
to employees.
Requirement flow Leave this field empty. You will return
to the requirement record and fill in
this field after you create the flow.
Active This field is read-only. Once you
update all fields for the requirement,
you can use the Activate button to
activate the requirement.
Default status The default status is assigned
to health and safety users who
don't have any activity towards
completing the requirement.
The options are Cleared and Not
Cleared.
For example, employees who don't
have a health verification record
are assigned a default status of Not
Cleared for the Employee Health
Verification Requirement.
Use duration Option to set a time limit that the
requirement status is valid for.
Valid for Time limit that the requirement status
is valid for.
For example, the Employee
Health Verification Requirement
status is valid for seven days.
Employees must resubmit their
health verification weekly to
continue fulfilling the requirement.
This field appears only when the Use
duration field is selected.

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Field Description
Actionable Option to add a link for employees

to complete the requirement on the
Health and Safety Status page.
Action name The name of the action for the
employee to complete the
requirement. For example, Submit
self-report. This name is shown on
the Health and Safety Status page.
This field appears only when the
Actionable field is selected.
Action URL The URL of the Service Catalog item
that employees use to complete
the requirement. For example,
the Employee Health Verification
Requirement is completed by
submitting the Health Verification
form, which has the URL ?
id=sc_cat_item&sys_id=9c578864ed111010fa9b395e3

Action visibility Sets when the link to complete the
requirement is displayed on the
Health and Safety Status page.
Select Visible when false to only
show the link when the employee
hasn't completed the requirement,
or select Always visible to always
show the link.
Exclude When selected, excludes all users
in the Audience field from the
requirement.
Audience Select the audience to refine the
number of users the requirement
applies to. For example, you
might want to target all users in
an audience that happens to be

329
Field Description
located in California or target an

audience you created specifically
for a location, regardless of whether
they are users who are traveling,
visiting, or working in the location.
No audience is selected by default
and the requirement applies to users
based on the rest of the form.
Note: If Exclude is checked,

the requirement targets all
users except those in the
audience.
Table Table to look for previously created
records that will trigger the
requirement flow.
For example, the Employee Health
Verification Requirement uses the
Employee Health Verification table
[sn_imt_monitoring_health_verification].
Condition Add conditions to filter the records
from the table that will trigger the
flow.
d. Click Submit.
employee or visitor.
a. Create a new flow. Save the flow in the Employee Readiness Core
application.
using to check the requirement status is created or updated.
For example, for the Employee Health Verification Requirement, the flow
runs whenever a health verification record is created or updated.

330
Trigger
Created or Employee Health None. For each unique

Updated Verification change
[sn_imt_monitoring_health_verification]
c. Add the action that you created to the flow. Add the record from the
For example, for the Employee Health Verification input, add the Employee
Health Verification record that was created or updated in the trigger event.

Core to the flow.
Health and safety

requirement
[Health and Safety
Requirement]
Employee or User Health requirement_status Created field

field from the and safety returned by the from the trigger
trigger record. requirement you action that you record. Only
For example, created. created. use this input if
the Employee you set a value
field from the for the Valid
Employee Health for field on the
Verification requirement.
record.
e. Click Activate.
Requirements.
b. Click the requirement that you created earlier.
requirement status for employees or visitors.
d. Click Update.

331
What to do next
When you create the requirement, it's not active by default. You must activate
the requirement before you can track whether employees or visitors have
fulfilled the requirement. For instructions, see Activate a health and safety
requirement.
Deactivate a health and safety requirement

If you no longer need employees to fulfill a requirement before returning to the
workplace, deactivate the requirement.
Before you begin

About this task

When you deactivate a requirement, all records for the
requirement in the Employee Health and Safety Requirement table
[sn_imt_core_employee_health_and_safety_requirement] are deleted. The
requirement is no longer tracked for any employees.
Procedure
1. Navigate to Employee Health and Safety Status > Health and Safety
Requirements.
2. Click the requirement that you want to deactivate.
3. Click Deactivate.
Included health and safety requirements

Employee Readiness Core provides pre-built requirements.
Requirements are not active by default. A requirement must be activated

before you can track whether employees or visitors have fulfilled the
requirement. Pre-built requirements provided by Employee Readiness Core are
ready to activate without any modifications. However, you can choose to edit
them to meet your company's needs.
Employee Health Verification Requirement
This requirement checks that employees have submitted their
health verification. To fulfill the requirement, the health verification
must have been submitted within the past seven days. Employees
who don't have a record in the Employee Health Verification table
[sn_imt_monitoring_health_verification] have a default requirement
status of Not Cleared. This requirement uses data from the Employee

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Health Screening application. For more information, see Employee
Health Screening.
Self Report Requirement
This requirement checks that employees have submitted a self
report with a status of Returning to work. Employees who don't
have a record in the Crisis Task table [sn_imt_quarantine_crisis_task]
have a default requirement status of Not Cleared. This requirement
uses data from the Emergency Self Report application. For more
information, see Emergency Self Report.
Visitor Invitation Requirement
This requirement checks that visitors have agreed to follow the
company safety policies outlined in their invitation email. To fulfill the
requirement, the agreement must have been submitted within the
past two days. Visitors who don't have a record in the Health and
Safety Visitor Invitation table [sn_imt_core_visitor_invitation] have
a default requirement status of Not Cleared. This requirement uses
data from the Employee Readiness Core application.
Exposed Contacts Requirement
This requirement checks the status of employees who have been
added to the potentially exposed contacts list of a contact
tracing case and sets their health and safety requirement status.
Employees with the status of Cleared in the Exposed Contacts table
[sn_imt_tracing_exposed_contact] have the requirement status of
Cleared. Otherwise, their status is Not Cleared. This requirement uses
data from the Contact Tracing application. For more information,
see Contact Tracing.
Privacy Consent Requirement
This requirement checks that employees have responded to
the privacy consent request. Employees who responded to the
privacy consent as I Agree have the requirement status of Cleared.
Otherwise, their status is Not Cleared. This requirement uses data
from the Contact Tracing application. For more information, see
Contact Tracing.
Testing Requirement Satisfied
This requirement checks the most recently submitted COVID-19
diagnostic test result for employees. Employees with a negative test
result have a status of Cleared and employees with a positive test
result have a status of Not Cleared. Employees without a test result
or an inconclusive test result have a status of Cleared if they aren't
a potentially exposed individual in a contact tracing case and
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Not Cleared if they are a potentially exposed individual. However,
submitting an inconclusive test result will not change an employee’s
status if they have already submitted a positive or negative result.
This requirement uses data from the Health and Safety Testing and
Contact Tracing applications. For more information, see Health and
Safety Testing.
COVID-19 Vaccine Requirement
This requirement checks that employees have received their
COVID-19 vaccine. Employees who don't have a record in the
Vaccine profile table [sn_imt_vaccine_vaccine_profile] have a
default requirement status of Not Cleared. This requirement uses
data from the Vaccination Status application. For more information,
see Vaccination Status.
View your health and safety status

View your health and safety status page to check your progress on company
requirements for returning to the workplace or visiting a site.
About this task

Your status page lists all the requirements that you must fulfill before you can
return to the workplace or visit a site. If you've fulfilled any requirements that
are valid for a limited amount of time, your status page shows the amount of
time remaining until you must take action to complete the requirement again.
If Workplace Safety Management is installed, your status page also shows your
upcoming workspace reservations.
Note: Your status page shows your requirements and eligibility for your
current location by default.
Procedure
1. Navigate to Employee Health and Safety Status > My Status.
Note: To view your status page on the Now Mobile app, navigate to
Health > Prepare for arrival > My readiness checklist.

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2. Optional: Select one of your upcoming reservations and travel requests to
review your eligibility for a reservation or travel request.
3. Complete any unfulfilled requirements by clicking the link next to the
requirement.
Some requirements might not have a link. If you need help completing the
requirements, contact your organization.
View your employees' health and safety status

As a manager, view the health and safety status of your employees to check
their progress on company requirements for returning to the workplace.
Before you begin

All users can view the health and safety status of their direct reports. However,
the sn_imt_monitoring.monitoring_user role is required to view details about an
employee.
Procedure
1. Navigate to Employee Health and Safety Status > View Team Status.
Note: To view the status page on the Now Mobile app, navigate to
Health > My Team > My Team's Safety Status.
The status page shows whether each employee has completed all
requirements for returning to the workplace.

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Note: An employee is Cleared or Not Cleared based on the health and
safety requirements of their current location.
2. Optional: View the specific list of requirements that an employee has cleared
or not cleared by clicking View Details.
Invite a visitor to the workplace

Submit a visitor invitation to send an email to your visitor with information about
their upcoming visit. Before visitors can enter the workplace, they must respond
to the email and agree to comply with the safety requirements and policies
listed in the email.
Procedure
1. Open the visitor invitation form based on the type of device that you're using.
Option Action
From the Now Mobile, tap Health,

Smartphone or tablet and under Follow These Safety Prac
tices, tap Set up a visit.
Computer
Safety Status > Set up a visit.
Set up a visit to our company form
Field Description
Host employee The employee who is inviting the

visitor.
Location of visit Workplace location of the visit.

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Field Description
Date of visit The date of the visit.

Visitor's first name Visitor's first name.
Visitor's middle name Visitor's middle name.
Visitor's last name Visitor's last name.
Visitor's phone Visitor's phone number.
Visitor's email Visitor's email address.
Visitor's company The company that the visitor works
for.
Reason for visit The reason for the visit.
Watch list Everyone on the watch list receives
an email notification when the visit is
approved or canceled.
3. Click Submit.
Results
A visitor record is created in the Health and Safety Visitors table
[sn_imt_core_visitor], or updated if a record for the visitor already exists.
A record is also created in the Health and Safety Visitor Invitation table
[sn_imt_core_visitor_invitation].
What to do next
To view all of your invited visitors, navigate to Employee Health and Safety Status
> My Visitors.
Add a Safe Workplace audience

Add a collection of users for Emergency Outreach notifications. Target individual
users or specific users based on criteria such as location, department, or group.
Before you begin

Role required: sn_imt_core.admin, sn_imt_checkin.checkin_admin, or admin
Procedure
1. Navigate to Employee Health and Safety Status > Safe Workplace Audience
and click New.
2. In the Name field, enter a descriptive name for the audience.

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Example
For example, Building C Network Group or Facilities employees reporting to
Bob.
3. Indicate the users who should receive notifications.
Method Action
Select the users that you want to add

Add users manually
to the audience in the Users field.
Click the link to add a file in the Up
load file field.
The header of the first column of the
spreadsheet must be user_name if you
Upload a spreadsheet of users upload a list of user IDs or email if you
upload a list of email addresses.
Note: If you have more than 500

entries, split the spreadsheet into
multiple files.
a. Select values for the Groups, Roles,

Companies, Locations, or Depart
ments fields.
b. Select a value in the Audience cri
teria field.
• Include all of the users listed in
the Users field and any additional
Use additional criteria based on common
users who fulfill at least one of the
User [sys_user] table fields
other criteria by selecting Any of
the criteria (OR).
• Include only users who fulfill all se
lected criteria by selecting All the
criteria (AND). Any users listed in
the Users field are included in the
audience only if they also fulfill all
the additional criteria.
a. Either retain the default setting of

Enter conditions in the condition builder the User [sys_user] table or select a
different table and select a column
in that table to view its fields.

338
Method Action
The condition builder lists fields

based on your selection. Scroll to
the bottom of the list and select
Show related fields to view fields
from related tables.
The number of users that the audi
ence will contain is shown below
the Audience criteria field. As you
add criteria, check this number to
ensure that users are added and fil
tered as you intend.
b. Create the condition.

For example, you could specify one
floor of a particular building or users
who report to a particular manag
er.
4. Click Submit.
Synchronize Employee Readiness Core visitors with Workplace Visitor

Management
As an administrator, synchronize the visitor tables in the Employee Readiness
Core and Workplace Visitor Management applications.
Before you begin

To successfully enable visitor synchronization between Employee Readiness
Core and the Workplace Visitor Management application in Workplace Service
Delivery, note the following requirements:
• The Workplace Visitor Management application must be installed. For more
information, see Install Workplace Visitor Management.
• Ensure your organization has a data backup before running the Sync Visitors
fix script. Otherwise, syncing is not reversible.
Role required: admin or sn_imt_core.admin
About this task

To maintain consistent data on visitors, organizations may synchronize data
between the Employee Readiness Core sn_imt_core_visitor table and the
sn_wsd_visitor_visitor table in Workplace Visitor Management.

339
An initial synchronization using the Sync Visitors fix script is required before
updates are synced automatically. Newly added fields to either visitor table
are ignored by the fix script while existing fields are left as-is. Administrators
with the script_include_admin role may customize the VisitorSyncing
and WSDVisitorSyncing script includes called by the fix script to meet their
organization’s needs, for example, to accommodate new fields added to
the visitor tables. Administrators must run the fix script after performing any
customizations to the script includes.
Any data conflicts are resolved by using the most recent changes to a table.
After the tables are synchronized, updates to one table automatically are
reflected on the other.
Important: Do not delete visitors from the Employee Readiness Core

sn_imt_core_visitor table because they do not sync back to Workplace
Visitor Management. Deletions from the sn_wsd_visitor_visitor table are
performed when you anonymize a visitor. Anonymized data does sync to
the sn_imt_core_visitor table. For more information on anonymizing visitors
or deleting visitor data in Workplace Visitor Management, see Anonymize a
visitor.
Synchronization can be disabled; however, the initial sync is irreversible without a

backup.
Procedure
1. Unless the sn_imt_core.visitor_syncing property is already enabled and the
initial fix script run was completed, enable this property.
This property controls visitor syncing between visitors in Employee Readiness
Core and Workplace Visitor Management. It is disabled by default.
a. Navigate to Employee Health and Safety Status > Properties.
b. Set the sn_imt_core.visitor_syncing property to Yes.
c. Click Save.
2. Navigate to System Definition > Fix Scripts.
3. Open the Sync Visitors fix script from the list.
4. If the Active check box for Sync Visitors is not selected, select it and click
Update.
5. Click Run Fix Script.
Results
Visitor records synchronize between the Employee Readiness Core visitor table
and the sn_wsd_visitor_visitor table in Workplace Visitor Management.

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Trouble?
If your organization wants to disable synchronization, navigate to Employee
Health and Safety Status > Properties, clear the sn_imt_core.visitor_syncing
check box, and click Save.
My Safe Workplace
®
Use the ServiceNow My Safe Workplace page to view all of your information
and resources for returning to the workplace. Manage your requirement status
for workplace entry, update your health status, track workspace reservations,
and create requests for PPE or testing.
To view My Safe Workplace, navigate to Employee Health and Safety Status >
My Safe Workplace.

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My Safe Workplace page

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Widget Description
Manage View whether you're cleared to enter the workplace based on

your overall your completion of entry requirements for your current location.
status
Submit an View and update your current health status. Managers can
update also view and update the health status for their direct reports.
about your For managers, this widget is called Submit an update about a
health status person's health status.
Track your The Upcoming reservation tab shows your next workspace
reservations reservation. The All reservations tab shows your next five
reservations. Click Reserve a space to create a new reservation
to reserve a space for a day.
Things you You can take the following actions.
can request • Submit a list of daily contacts for contact tracing
• Submit a user privacy consent form for contact tracing

• Submit a health verification about your health status and
compliance with safety policies
• Screen a visitor for entry
• Invite a visitor
• Request permission to travel
• Request a COVID-19 diagnostic test or report your test results
• Request personal protective equipment (PPE) such as masks,
gloves, or goggles
• Reserve shifts and workspaces
• Schedule your arrival time at a workplace
®
If some ServiceNow Safe Workplace suite applications are not
installed, some requests may not be available.
Tasks Track the status of your travel, health testing, workspace
reservation, and PPE requests.
View your View whether your direct reports are cleared to enter the
team's workplace. This widget is only displayed for managers and
status reflects a user's status for their current location.

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Widget Description
Key View featured knowledge articles.

resources
Set up My Safe Workplace

Add or remove widgets that employees can view on My Safe Workplace.
Before you begin

About this task

®
My Safe Workplace uses widgets from ServiceNow Safe Workplace suite
applications.
• The Submit an update about your health status widget requires the
®
ServiceNow Emergency Self Report application.
®
• The Track your reservations widget requires the ServiceNow Workplace
Safety Management application.
If these applications are not installed, by default there are blank spaces in
My Safe Workplace where the corresponding widgets would be displayed.
Complete the setup steps to remove any blank spaces.
My Safe Workplace also has widgets for employees to create and track
requests. The requests use features from the following Safe Workplace suite
applications.
®
• ServiceNow Contact Tracing
®
• ServiceNow Employee Health Screening
®
®
• ServiceNow Employee Travel Safety
®
• ServiceNow Health and Safety Testing
®
• ServiceNow Workplace PPE Inventory Management
®
• ServiceNow Workplace Safety Management
If some of these applications are not installed, employees can still use the
widgets to create and view requests based on the applications that are
installed. Install the remaining applications to give employees access to all
request types.

344
Procedure
1. Navigate to Service Portal > Service Portal Configuration.
2. Click Designer.
3. Search for Safe Workplace Today.
4. Adjust the page layout to remove any blank spaces. You can also remove
any widgets that you don't want to use, or add new widgets.
For detailed instructions, see Create and edit a page using the Service Portal
Designer.
What to do next
To complete the setup, make sure that employees have the required roles to
view the widgets.
• The Submit an update about your health status widget requires the
sn_imt_quarantine.crisis_task_user role.
• The Track your reservations widget requires the sn_wsd_core.workplace_user
role.
• The View your team's status widget is only displayed for managers. The
sn_imt_monitoring.monitoring_user role is required for managers to view details
about their direct reports.
• There are no required roles for all other My Safe Workplace widgets.
Maintaining privacy consent in Employee Readiness Core

The Employee Readiness Core application enables your organization to
maintain the data privacy of all employees and obtain consent to various
privacy policies in Safe Workplace suite applications.
Manage your organization's privacy policies with Employee Readiness Core:
• Create and manage privacy consent templates for your various privacy
policies.
• Manage location-based privacy configurations and assign templates to
various regions.
• Review the consent status to see whether an employee has agreed,
disagreed, withdrawn consent, or not responded.
• Use Emergency Outreach to send email and mobile push notifications for
employees to consent to privacy policies.
• Enable users to consent to privacy policies when reporting diagnostic test
results with Health and Safety Testing.

345
Setting up privacy consent settings

As an administrator, you can configure privacy consent templates, location-
based privacy configurations, and notifications used to send privacy consent
alerts for Safe Workplace suite applications.
With Employee Readiness Core, you can configure various privacy policies such
as those governing the use of data or test results, or to track health status, and
send notifications to employees seeking consent to the use of their data.
User privacy regulations vary from country to country. For some countries,
consent by employees to use their data is not required but for others it is a must.
You can set different privacy policies for different locations and organization
setups. Some organizations maintain a separate privacy policy for each location
while others maintain a single privacy policy for all locations.
As an administrator, you must configure the following settings to use privacy
consents with Employee Readiness Core:
1. Modify or create a privacy consent template.
2. Generate or locate privacy-based configurations.
3. Assign the sn_imt_core.privacy_consent_user role to all users who must
respond to a privacy policy.
4. Add all users who must respond to a privacy policy to a Safe Workplace
audience.
Note: For more information, see Add a Safe Workplace audience.
Modify or add a privacy consent template

Modify or add a privacy consent template to be used in the location privacy
configuration for Safe Workplace suite applications.
Before you begin

Procedure
1. Navigate to Employee Health and Safety Status > Privacy > Privacy Consent
Templates.
2. Open a template record to modify it or click New to create one.

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3. Enter a unique name of the template in the Name field.
4. Enter the privacy policy statement in the Privacy statement field.
If the privacy policy is different for different locations, create one template for
each location and specify the policy statement for that location.
If your organization has a single policy for all locations across the globe,
update the default template.
5. Click Submit.
Generate location-based privacy configurations

As an administrator, generate the privacy configuration for locations set up in
your instance to use with Safe Workplace suite applications.
Before you begin

About this task

You can generate a location-based, default privacy configuration for each
country available in the Locations [cmn_location] table. For each location, you
can specify whether the privacy consent is required and update the privacy
policy statement.
Procedure
1. Navigate to Employee Health and Safety Status > Privacy > Location Privacy
Configuration.
2. Click Generate Location Configurations.
The default configuration is created for each country and appears in the
Location Privacy Configurations list.
3. Open a location to review its configuration and modify it if necessary.
4. Configure the privacy consent text if necessary.
Clear the Needs privacy consent

Consent is not required for the location
check box.
Determine the privacy consent text.
• If you have defined a specific pri
Consent is required for the location vacy consent template to assign to
this location, select it from the Pri
vacy consent template.

347
The privacy statement content

from the updated template is
copied into the Privacy statement
field.
• Retain the default privacy state
ment text and make any modifica
tions.
5. Click Update.
Send an Emergency Outreach notification for employee privacy consents

Send an Emergency Outreach notification, on demand, to employees to
provide a privacy policy and seek consent to use of their data in accordance
with the privacy policy.
Before you begin

®
Role required: sn_imt_checkin.checkin_admin
About this task

Important: The privacy consent notification is sent to a user only once even
if the user is in the target audience of multiple privacy consent notifications.
Procedure
2. Review and edit an existing outreach record or click New to create one.
3. On the Safe Workplace Audience tab, select the audience from the list and
click Save.
If you don't have an audience defined, click New and define an audience
from user lists, groups, departments, locations, and so on. After you save the
Safe Workplace audience, you can use it to send any outreach message.
4. On the Content configuration tab, select Privacy Consent (common) in the
Response mode field.
5. On the Content configuration tab, select a Privacy consent template.

348
7. Select a notification in the Notification field and choose how to send the
notification.
Note: The default Notification is the User Privacy Consent (Core) that
references the [sn_imt_core_user_privacy_notice_and_consent] table.
check box.
push notification.
it if necessary.
• For push messages, review the Push message and Detailed Push message
fields.
9. Click Update.
10. To send the notification, click Send Notification.
Results
The notification is sent to the target audience.
Note: The outreach notification is not sent to any users in the selected
audience who do not have a location set in their user profile or whose
privacy consent is disabled in the location privacy configuration.

349
If you need to resend the notification, navigate to Emergency Outreach > View
Outreaches, select the outreach, and click Resend Notification.
Submitting privacy consents

When you receive an email or mobile notification for a privacy consent, read
the privacy policy statement and submit a response indicating whether you
agree to the use of your data.
Respond to an email notification request for privacy consent

When you receive an email notification for privacy consent, read the privacy
policy statement and submit a response indicating whether you agree to the
use of your data.
Before you begin

Procedure
1. Open the link contained in the notification for privacy consent.
• If you agree to the privacy policy and use of your data, select I Agree.
Note: If you previously agreed to the privacy consent, a Withdraw

Results
If you have a health and safety requirement for the privacy consent activated,
a record is created with the requirement status.
Not Cleared.

350
Submit a privacy consent from a mobile phone
If you receive a mobile push notification request for a data privacy consent,
read the privacy policy statement and indicate whether you agree to the use of
your data in accordance with the policy.
Before you begin

®
Procedure
2. In the message, tap View privacy consent.
• If you agree to privacy policy and use of your data, select I Agree.

351
Note: If you previously agreed to the privacy consent, the Withdraw
Results
If you have a health and safety requirement for the privacy consent activated,
a record is created with the requirement status.
Not Cleared.
Review user privacy consents

Review user privacy consent responses submitted by employees indicating their
response to requests for consent to use their data in accordance with a privacy
policy.

352
Before you begin
Procedure
1. Navigate to Employee Health and Safety Status > Privacy > User Privacy
Consents.
2. Click the status in the Consent status column to open the employee's consent
record.
3. Review the employee's responses in the Consent History related list.
• I Agree: Employees have responded and agreed to have their data used.
• I Disagree: Employees have responded and have not agreed to have their
data used.
• Withdraw Consent: Employees previously agreed to have their data used
but later withdrew the consent.
• Awaiting Response: Employees have not responded yet.
Note: The consent history record with the latest preference submitted
date is the last response from the employee.
You can send the notification again to employees who have not yet
responded.
Employee Readiness Core Approval Portal

Use the Employee Readiness Core Approval Portal to approve or deny
submitted COVID-19 vaccine doses or vaccine exemptions, and verify COVID-19
health tests.

The Approval Portal is included with Employee Readiness Core. To use the
Approval Portal, your organization must install Health and Safety Testing and
Vaccination Status.
Note: Both applications must be installed, but your organization does not
have to use both applications.
• For more information on installing Health and Safety Testing, see Install Health
and Safety Testing.
• For more information on installing Vaccination Status, see Install Vaccination
Status.

353
Using the Approval Portal
The Vaccination Status admin [sn_imt_vaccine.admin] role is required to view
the Approval Portal.
You can perform the following tasks on the Approval Portal:
• View and verify COVID-19 health test results. For more information, see Confirm
COVID-19 test results for a user.
• View and approve or deny an employee's vaccination status and dose
details. For more information, see Confirm the reported vaccination status for
a user.
• View and approve or deny employee vaccination exemption requests. For
more information, see Confirm a vaccine exemption request for a user.
The Employee readiness approvals page provides employee vaccine and

health records in the tabs listed in the following table. You can filter the records
that are displayed by selecting a record type from the Record type field list,
using the search bar, or changing the Sort field list.
Employee readiness approvals page tabs
Tab Description
Approvals to review Lists records that have not been

approved, denied, or verified.
Approved Lists all approved vaccination dose
and exemption requests.
Denied Lists all denied vaccination dose and
exemption requests.
Verified Lists all verified health test results.
Enterprise Employee Experience Pack

Enterprise Employee Experience Pack is a new store application that delivers
preconfigured process flows and sample content to help you quickly implement
enterprise-wide use cases across multiple departments.
Return to Workplace Location Readiness and Employee Return to

Workplace lifecycle events
The Return to Workplace Location Readiness and Employee Return to
Workplace lifecycle events are part of the Enterprise Employee Experience Pack
application. These lifecycle events work with other applications to help you

354
administer and coordinate your employees' return to the workplace in a manner
that promotes your company's safety requirements.
Bringing your workforce back into your reopened office after a closure requires
that you do the following:
• Prepare your employees for returning to the workplace.
• Prepare your offices to be ready and safe for the return of your employees.
Enterprise Employee Experience Pack is an application that works with:
◦ For more information on using HR Service Delivery, see HR Service Delivery.
• Lifecycle Events
◦ For more information on using Lifecycle Events, see Understanding Enterprise
Onboarding and Transitions.
• Content Automation
◦ For more information on using Content Automation, see Campaigns for
Content Experiences.
• Content Delivery
◦ For more information on using Content Delivery, see Creating to-do content
that appears in a banner or styled content.
• HR Knowledge Management
◦ For more information on using HR Knowledge Management, see HR
Knowledge Management.
• Employee Service Center or Service Portal.
◦ For more information on using the Employee Service Center (ESC), see
Employee Center.
◦ For more information on using the Service Portal, see HR Service Portal.
Note: Some of the configurations are installed conditionally based on

specific plugin activation.
Store applications
For full functionality, Enterprise Employee Experience Pack works with:
• Contact Tracing

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Install Enterprise Employee Experience Pack

You must have the admin role to install the Enterprise Employee Experience Pack
application.
Before you begin

To access and use Enterprise Employee Experience Pack, the following plugins
must be activated:
• Human Resources Scoped App: Lifecycle Events for Enterprise
(com.sn_hr_lifecycle_ent)
• Knowledge Management Advanced Installer
(com.snc.knowledge_advanced.installer)
The following plugins are activated automatically:

• Human Resources Scoped App: Core (com.sn_hr_core)
• Human Resources Scoped App: Integrations (com.sn_hr_integrations)
• Human Resources Scoped App: Lifecycle Events (com.sn_hr_lifecycle_events)
• Human Resources Scoped App: Mobile (com.sn_hr_mobile)
• Human Resources Scoped App: Mobile Onboarding (com.sn_hr_onboarding)
• Human Resources Scoped App: Security (com.snc.hr.scoped_security)
• Content Automation (com.sn_content_automation)
• Content Delivery (com.sn_content_delivery)
• Employee Service Center (com.sn_hr_service_portal)
Note: If Restricted Caller Access (RCA) errors appear, you may be required
to allow additional RCA privileges. For more information, see Restricted
caller access privilege settings.
Procedure
2. Search for Enterprise Employee Experience Pack.
3. Click Install.

356
5. Click Install.
Return to Workplace campaigns

Use campaigns to deliver important messages and information to your
employees that are going through the Return to Workplace process.
For employees that have communicated that they are ready to return to the
workplace, you can target them with specific emails or content on your Service
Portal or Employee Service Center.
Campaigns are created in Content Automation and use Content Delivery to
present information on the Service Portal or Employee Service Center. Emails are
created and sent through Content Automation.
Note: For more information on Content Automation, see Campaigns for

Content Experiences and for Content Delivery, see Creating to-do content
that appears in a banner or styled content.
Campaign structure
Campaign structure looks like a pyramid with the campaign at the top. A
campaign contains campaign bundles. Each campaign bundle contains the
content that you want to present to your employees. For example:
• Campaign
◦ Campaign Bundle
▪ Campaign Content

357
The following campaign is part of this application:
Return to Workplace
The Return to Workplace campaign helps keep your employees informed during
the return to work planning process.
The target audiences for this campaign are the employees with information on
their HR profiles indicating they're ready to return to work and have a specific
return date. For more information, see Add or modify an HR profile.
The Return to Workplace campaign contains the following bundles and content:
• Announce and Plan Return
◦ Return to Workplace - Get Ready to Return Banner: Provides a banner on
the Service Portal or Employee Service Center that links to the Return to
Workplace Company Updates (KB0088880) knowledge base (KB) article.
You can find this KB article by navigating to Knowledge > Articles > All
and searching for KB0088880. The link to the KB article is configured in Link
Content under Content Delivery. For more information, see Add or modify
links to other content sources.
◦ Return to Workplace sample Notification: Sends an email with a sample
message on returning to the workplace. The email uses notification content
created in Content Delivery. For more information, see Add or modify
notification content.
The Announce and Plan Return campaign bundle triggers dynamically
based on a trigger table and fields. For more information, see Create
campaign stages.
• Welcome back to the workplace
◦ Return to Workplace - Welcome Back Notification: Provides a sample email
communicating information about plans to reopen the office. The link in
the email points to the Workplace Health and Safety Policy FAQ knowledge
article (KB0088882). You can find the KB article by navigating to Knowledge
> Articles > All and searching for KB0088882. The link to the KB article is
configured in Link Content under Content Delivery. For more information,
see Add or modify links to other content sources.
◦ Return to Workplace Welcome Back: Provides a banner on the ESC with a
link to the Social distancing and safety tips for common workspaces FAQ
(KB0088883) article. You can find the KB article by navigating to Knowledge
> Articles > All and searching for KB0088883. The link to the KB article is

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configured in Link Content under Content Delivery. For more information,
see Add or modify links to other content sources.
The Welcome back to the workplace bundle triggers dynamically based
on a trigger table and fields. For more information, see Create campaign
stages.
Accessing the Return to Workplace campaign

View and edit the campaign content and campaign bundles in the Return to
Workplace campaign.
Before you begin

You may choose to clone a campaign before making edits.
For more information on cloning, editing, and publishing a campaign,
seeCampaigns for Content Experiences.
Role required: sn_ca.campaign_manager
Procedure
1. Navigate to Content Automation > Campaigns.
2. Select Return to Workplace. You may choose to clone the campaign before
editing. Scroll down to see the Campaign Bundles and Campaign Content
tabs.
3. Click a campaign bundle or campaign content to edit.
4. After making edits, click Update.
Return to Workplace Location Readiness and Employee Return to Workplace

lifecycle events
Lifecycle events enable you to automate a collection of activities to help
prepare your employees and your workplace for the return to work.
The target audiences for these lifecycle events are employees with information
in their HR profiles indicating that they're ready to return to work and have a
specific return date. For more information, see Add or modify an HR profile.
Enterprise Employee Experience Pack structure

The employee experience packs under Enterprise Employee Experience Pack
are set up from a lifecycle event. Each employee experience pack consists
of multiple activity sets. Each activity set contains one or more activities. For
example:

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• Lifecycle Event
◦ Activity Sets
▪ Activities
For more information on lifecycle events, see Understanding Enterprise

Accessing the lifecycle events

Access the Employee Return to Workplace and Return to Workplace Location
Readiness employee experiences from Lifecycle Events.
Before you begin

Role required: sn_hr_le.activity_writer
Procedure
1. Navigate to Lifecycle Events > Administration > Manage Lifecycle Events.
2. From the Manage Lifecycle Events list, select Employee Return to Workplace or
Return to Workplace Location Readiness.

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Employee Return to Workplace lifecycle event
The Employee Return to Workplace lifecycle event helps to verify that your
employees who are working from home are ready to return to the workplace.
The Employee Return to Workplace lifecycle event provides you with
preconfigured process flows, activity sets, activities, templates, and sample
content items.
Note: Clone this lifecycle event prior to updating it with your company's
specific information. For more information on cloning, see Clone a lifecycle
event.
HR case
These HR cases start the Return to Workplace process.
• Request for Employee to Return to Workplace
• Request to prepare a workplace to reopen
Employees, managers, or HR agents can use the Employee Service Center or

Service Portal to create the HR case.
HR agents can also use the HR case form.
After the HR case is created and in the Ready state, a survey is sent to the
employee. The first activity in the Employee Return to Workplace lifecycle event
is the Employee Readiness Assessment.
Employee Return to Workplace - Lifecycle Event

Contains the following activity sets:

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Notify Employees - Activity Set
Contains the following activity:
• Employee Readiness Assessment: An HR task for employees that collects
feedback using the Employee Readiness Assessment HR survey.
◦ The first question on the survey is: How do you feel about a possible return to
your workplace?
◦ The answer provided by the employee maps directly to the HR case form
and HR profile of the employee.
◦ If the employee answers Yes and provides a date of return, the Get ready
to return activity set triggers. The employee becomes part of the User has
Return to Workplace date audience.
◦ If the employee answers I'm not ready to return or I'm not sure, an HR task
is assigned to an HR agent. The employee becomes part of the Employee
Return to Workplace audience.
Get ready to return - Activity Set

Contains the following activities:
• Review workplace health & safety guidelines: An HR task for employees that
provides a URL link to a knowledge base (KB) article. The KB article provides
workplace health and safety guidelines.
• Reactivate badges and parking passes: An HR task for agents to verify that
work badges and parking passes are activated for employees.
• Review employee's concerns about returning to the workplace: An HR task for
agents to review the employee readiness assessments.
• Self-service space reservation: An HR task for employees that provides a URL to
select a shift or reserve space to work.
Final Prep - Activity Set

• Packing checklist for returning to the workplace: An HR task for employees to
confirm that a checklist of items is completed before returning to work.
• Employee Health and Safety Prep activities:
◦ Request PPE: An optional HR task for employees requesting Personal
Protective Equipment (PPE).
◦ Complete Health Verification: An HR task for employees to complete their
health verification form prior to working on site.

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Back at the workplace - Activity Set
• Check in any borrowed equipment to IT: An HR task for employees to return
any borrowed IT equipment while working from home.
• Complete contact log: An HR task for the employee to complete their daily
contact log after their first day back in the office.
Follow Up - Activity Set

• Employee Feedback: An HR task assigned to employees that collects
feedback using the Feedback on your Return to Workplace Experience
survey.
Return to Workplace Location Readiness lifecycle event

The Return to Workplace Location Readiness lifecycle event helps you confirm
that your workplace is ready for employees to return safely.
The Return to Workplace Location Readiness lifecycle event provides you with
preconfigured process flows, activity sets, activities, templates, and sample
content items.
The structure for Return to Workplace Location Readiness is hierarchical with the
lifecycle event at the top.

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Return to Workplace Location Readiness - Lifecycle Event
Provides basic information about the lifecycle event like title, description, active,
if the subject person on a case can view it, and the type.
These activity sets appear under the lifecycle event.
Task Force Initiation - Activity Set

• Schedule location team training meeting: An HR task for agents to verify
scheduling of workplace readiness training.
• Order additional supplies: An HR task that provides a checklist to agents to
confirm supplies for returning to work are ordered.
Update space and equipment - Activity Set

• Test devices in common areas: A catalog item assigned to agents to verify
equipment in common areas like printers or fax machines are connected and
working.
• Install protective materials in common areas: An HR task for agents to confirm
that protective materials and equipment are installed in common areas.
• Request deep clean from cleaning services: An HR task for agents that
provides a checklist to follow for requesting sanitation services for reopening
your workplace.
Final Readiness Check

• Conduct health and safety inspection: An HR task for agents to verify
completion of a health and safety inspection.
• Create communication materials for the reopening location: An HR task for
agents to create communication materials providing information on your
workplace reopening.
• Go or No Go Decision: An HR service that contains an HR task that provides
agents with a checklist to follow and help determine if their workplace should
reopen. There is also an approval activity type to determine moving to the
next activity set.
Location Reopens
Contains the following activity:
• Safety volunteers morning standup: An HR task for safety volunteers to meet
prior to the reopening of your workplace location.

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Return to Workplace Knowledge Management
Knowledge Management provides information to your employees during the
return to workplace process.
Providing links to knowledge base (KB) articles enables your employees to be
self-sufficient, answer common questions, and helps with the efficiency of the
process.
The following knowledge articles are provided with Enterprise Employee
Experience Pack. You can edit these articles, or substitute your own articles.
• Return to Workplace Company Updates (KB0088880)

◦ Found in the Return to Workplace - Get Ready to Return Banner content,
under the Announce and Plan Return campaign bundle.
• Manager Guide to Return to Work (KB0088881)
◦ Sample KB article not used in campaigns or lifecycle events.
• Social distancing and safety tips for common workspaces FAQ (KB0088883)
◦ Found in the Return to Workplace - Welcome Back Notification campaign
content, under the Welcome back to the workplace campaign bundle.
• Workplace Health and Safety Policy FAQ (KB0088882)
◦ Found in the Review workplace health & safety guidelines activity, under the
Get ready to return activity set, under the Employee Return to Workplace
lifecycle event.
◦ Also found in the Return to Workplace Welcome Back campaign content,
under the Welcome back to the workplace campaign bundle.
For more information on using HR Knowledge Management, see HR Knowledge

Management.
Accessing the Return to Workplace knowledge articles

Create or modify knowledge articles to share information across your
organization.
Before you begin

Role required: knowledge_admin
Procedure
1. Navigate to Knowledge > Articles > All.
2. Select a knowledge article to edit.
3. Click Checkout.

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4. Make your edits.
5. Click Update.
Employee Travel Safety

®
Use the ServiceNow Employee Travel Safety application to help support safe
travel for employees by verifying the site safety and policy compliance of
destinations, monitoring employee health status, and keeping a contact log
during travel.
Before booking travel in a travel management system, employees request

permission for their trips. The employee's manager or a designated travel
approver can approve or reject the travel request based on COVID-19 case
data and a site safety evaluation for the destination.
When an employee's travel request is approved, monitor their health status using
a daily health verification that the employee submits before and during the trip.
Employees can also keep a daily contact log for the duration of the trip to track
potential exposure.

®
Employee Travel Safety is part of a suite of ServiceNow Safe Workplace suite
applications. Use it with these other applications to help your organization

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application.

Type Instructions
®
the application.
more information.
the SHOT team.
more information.

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Type Instructions

more information.


Install Employee Travel Safety

You can install Employee Travel Safety if you have the admin role.

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Before you begin
Employee Travel Safety requires the following applications.
®
®
• ServiceNow COVID-19 Global Health Data Set
® ®
The ServiceNow Employee Health Screening and ServiceNow Emergency
Outreach applications can optionally be installed to have employees complete
a daily health verification before and during travel.
®
The ServiceNow Contact Tracing and Emergency Outreach applications can
optionally be installed to have employees complete a daily contact log during
travel.
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.
apps.

369
Procedure
2. Search for Employee Travel Safety.
3. Click Install.
4. Click Activate.
Components installed with Employee Travel Safety

Several types of components are installed with Employee Travel Safety, including
user roles and tables.

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Roles installed
Employee Travel Safety Role required to set up • sn_imt_travel.approver

admin Employee Travel Safety
properties.
[sn_imt_travel.admin]
Travel approver Role required to view and • approver_user
[sn_imt_travel.approver] approve travel requests
for all employees. This role
is assigned to the Travel
Approvers group.
Note: Managers
must be assigned the
approver_user role
to approve travel for
the employees that
they supervise. Don't
assign managers the
sn_imt_travel.approver
role unless it's
acceptable for them
to view and approve
travel requests for all
employees.
Tables installed
Table Description
Employee Travel Safety Request List of all employee travel requests.

[sn_imt_travel_request]
Configure Employee Travel Safety

Complete all configuration tasks to ensure that travel notifications and
approvals are set up correctly for your company.
Set up travel approvers

Set up user groups and roles so that employee travel can be approved by
managers or by designated travel approvers.

371
Setting up manager approval or designated approvers is a required
configuration step for the Employee Travel Safety application.
Manager approval
To set up travel approval by managers, assign the approver_user
role to all managers. With this role, managers can only view and
approve travel requests for the employees they directly supervise.
Designated approvers
To set up designated travel approvers, add users to the Travel
Approvers group. Members of this group can view and approve
travel requests for all employees. Don't add managers to the
Travel Approvers group unless it's acceptable for them to view and
approve travel requests for all employees.
By default, a travel request must be approved by both the employee's manager
and a member of the Travel Approvers group. If the employee doesn't have a
manager listed in your ServiceNow instance or there are no users in the Travel
Approvers group, one approval is enough to approve the travel request. An
employee's travel request is automatically rejected if the employee doesn't
have a manager listed in your ServiceNow instance and there are no users in the
Travel Approvers group. For information about changing the default approval
settings, see Modify the travel approval flow.
Set up Employee Travel Safety properties

Set up Employee Travel Safety properties to ensure that site safety verification
emails, employee contact logs, and employee health verifications are
managed according to your company's requirements.
Before you begin

Role required: sn_imt_travel.admin
About this task

Setting up the Employee Travel Safety properties is a required configuration step
for the Employee Travel Safety application.
Procedure
1. Navigate to Employee Travel Safety > Properties.

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Employee Travel Safety properties
Name of the company's travel management Name of your company's travel ma

system. This property is used to provide em
are approved for travel with a link
[sn_imt_travel.travel.management.system.name]
management system.
URL of the company's travel management system. URL of your company's travel mana
[sn_imt_travel.travel.management.system.url] This property is used to provide em
are approved for travel with a link
management system.
Email travel contacts to ask them to verify site safety When enabled, an email is sent to
and policy compliance. that an employee provides on the
verify site safety and policy compli
[sn_imt_travel.email_site_verification]
must respond to the email before t
can be approved by a manager o
Comma-separated list of affirmative responses. Defines the responses that are acc
[sn_imt_travel.affirmative_email_responses] responses for site verification email
Enables sending email reminders to travel request When enabled, email reminders ar
approvers for requests pending approval. approvers and managers for trave
haven't been approved or rejecte
[sn_imt_travel.enable_approval_email_reminders]
Length of time (in hours) to wait before sending Sets the frequency of email remind
travel request approvers a reminder. Default is 48. to travel approvers and managers
when this property is set to 48, trave
[sn_imt_travel.approval_email_reminder_period]
and managers will receive a remin
hours after a travel request is subm
approved or rejected. This propert
the sn_imt_travel.enable_approval_
Enables outreach to relevant employees about When enabled, employees who ar
travel-related health verifications. for travel receive notifications to co
a health verification. To set the freq
[sn_imt_travel.daily.health.verification.outreach.flag]
of the notifications, select a value
sn_imt_travel.health.verification.
For more information about emplo
verification, see Employee Health S
Choose whether Health Verifications will be sent to Sets the frequency of the health ve
requester only once or daily. notifications that are sent to emplo

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[sn_imt_travel.health.verification.run.type] approved for travel. To send daily n

before and during travel, select Se
notification once after the travel re
select Send Once.
Health verification notifications are
sn_imt_travel.daily.health.verific
Note: Employees who are alre

in daily health verifications bef
request is approved will see no
not receive additional notifica
still be enrolled after their trip is
Cancels a travel request if a health verification is not When enabled, travel requests are
completed after a number of hours. employees do not complete a hea
the deadline. Enabling this propert
[sn_imt_travel.allow.cancellation]
sn_imt_travel.daily.health.verific
property is also enabled.
For automatic request cancellation, enter the Sets the deadline for employees to
number of hours. health verification. This property req
sn_imt_travel.allow.cancellation p
[sn_imt_travel.cancellation_duration]
Enables outreach to traveling employees about When enabled, employees receive
their daily travel contacts. to complete a daily contact log du
travel. Contact log notifications are
[sn_imt_travel.daily.contact.log.outreach.flag]
external travel. Employees must be
sn_imt_tracing.dailylog_user role to
log notifications. This property requ
Tracing and Emergency Outreach
more information about contact lo
Tracing.
Note: Employees who are alre

in daily contact logs before the
no change. They will not receiv
notifications and they will still b
their trip is complete.
3. Click Save.

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Modify the travel approval flow
Modify the travel approval flow to change the default travel approval settings.
Before you begin

Role required: flow_designer
About this task

Modifying the travel approval flow is an optional configuration step for the
Employee Travel Safety application. The travel approval flow is ready to use but
can be modified to meet your company's requirements.
If you decide to modify the flow, deactivate the original flow and make a copy.
Make any desired changes to the new flow, and then activate it. Modifying the
copy makes it easier when you need to upgrade your ServiceNow instance.
Procedure
1. Navigate to Flow Designer > Designer.
2. In the Flows section, click Travel Approval Flow.
3. Click Deactivate, then click OK to confirm.
4. In the upper-right corner, click the More actions icon ( ), then click Copy
flow.
5. Enter a name for the new flow.
6. In the Application field, select Employee Travel Safety.
7. Click Copy.
8. Make any desired changes to the new flow.
For example, in cases where an employee has a manager listed in your
ServiceNow instance and there are also users in the Travel Approvers group,
by default, both the manager and a travel approver must approve the
request. This setting is defined in action 8.1 of the flow. You can modify this
action so that approval is only required from either a manager or a travel
approver, not both. To make this change, the AND condition to approve must
be replaced with an OR condition.
9. When you're done modifying the flow, click Activate, then click OK to confirm.
Customize notification emails

Modify the notification emails that are sent to employees, managers and travel
approvers, and employee travel contacts to customize the notifications for your
company.

375
Before you begin
About this task

Modifying the notification emails is a required configuration step for the
Employee Travel Safety application. By default, the notifications use a
®
ServiceNow banner and the placeholder signature Workplace, Co. Update the
notifications to use your company name and logo.
The Employee Travel Safety application uses the following notifications.
Site This email is sent to the primary contact that an employee

Verification provides on their travel request to verify site safety and policy
Request compliance. By default, the email asks the contact to confirm
the following policies.
• The site screens all employees and visitors for symptoms.
• All employees and visitors are required to wear personal
protective equipment, such as masks.
• All employees and visitors are required to follow social
distancing rules.
This email is only sent if the sn_imt_travel.email_site_verification

Employee This email is sent to an employee's manager and all members of
Travel Safety the Travel Approvers group asking them to approve or reject the
Approver travel request.
Request
Employee This email is sent to managers and travel approvers as a
Travel Safety reminder to approve or reject pending travel requests.
Request
This email is only sent if the
Reminder
sn_imt_travel.enable_approval_email_reminders property is
enabled.
Travel This email is sent to an employee if their travel request is
Request approved. The email has a link to your company's travel
Approval management system.
Travel This email is sent to an employee if their travel request is rejected.
Request
Rejection

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Travel- This email asks an employee to complete a daily contact log.

related The email is sent to an employee daily for the duration of their
contacts trip.
sn_imt_travel.daily.contact.log.outreach.flag property is
enabled.
Travel- This email asks an employee to complete a daily health
related verification. The email is sent to an employee daily once their
health travel request is approved though the duration of their trip.
verification
sn_imt_travel.daily.health.verification.outreach.flag property
is enabled.
Travel This email is sent to an employee if they don't complete a health
request verification by the deadline.
rescinded
This email is only sent if the sn_imt_travel.allow.cancellation
Note: All notifications except the Employee Travel Safety Approver

Request are translated to the language selected on the employee's user
profile. The Employee Travel Safety Approver Request is translated to the
language selected on the manager's or travel approver's user profile. If no
language is selected for a user, notifications are translated to the default
language for the instance.
Procedure
2. Click the notification that you want to update.
3. To view the default notification, click Preview Notification.
4. Navigate to the What it will contain form section.
5. In the Message HTML field, click Insert/edit image and select your banner
image.
Tip: The image must be added before the mail script so that it appears
at the top of the email.
If you don't already have an email banner image in your ServiceNow

instance, you can upload an image to use. For instructions, see Upload one or
more images.

377
6. Click the Show Notification Scripts related link.
7. In the Script field, the code template.print(util.getEmailCompanyLogo()); adds
®
the default ServiceNow banner to the email. Comment out or delete this line
®
of code to remove the ServiceNow banner.
8. In the Script field, replace all references to Workplace, Co. with your company
name.
9. Optional: If you would like to make any other changes to the email
notification, update the Script field as needed.
If you change any text used in calls to gs.getMessage or gs.getMessageLang,
you must provide translations for your custom text in the Message table
[sys_ui_message]. For more information, see Message table.
10. Click Update.
11. Return to the notification record and click Preview Notification to confirm your
changes.
Request permission to travel

Before booking travel in a travel management system, request permission for
your trip. Your manager or a travel approver can approve or reject your request
based on infectious diseases, such as COVID-19 case data and a site safety
evaluation for your destination.
Travel request
Use the following process when requesting permission to travel:
1. From your service portal or Employee Service Center (ESC), request permission
to travel.
2. An email is sent to your manager to approve or reject the request. The email
has a link to the travel request.
3. After approval, the Additional comments field on the Employee Travel Safety
Request form is updated with the travel destination and details on the number
of COVID-19 cases for the past 14 days for the location.
4. Travel requesters can request travel on the Catalog or Request Something tabs
in the service portal.
5. Travel requesters can request travel on the Catalog tab in the ESC.
6. Travel requesters can check the status of their requests on the Requests tab in
the service portal or the ESC.
7. Managers or approval team members can view employee travel requests
from the Employee Travel Safety form.

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Create a request to travel
Before booking travel in a travel management system, follow these steps to
request permission for your trip.
Procedure
1. Navigate to Employee Travel Safety > Request Travel.
Note: To create a travel request in the Now Mobile app, navigate to

Health > Follow These Safety Practices > Request Travel Permission.
Request permission to travel
Field Description
Travel The travel type. Select Internal if you're traveling to a location

type within your company. Otherwise, select External.
Location The company location that you're traveling to. This field appears
only when Internal is selected from the Travel type field.
Area of Country, state, or county that you're traveling to. This field is
travel used to provide managers and travel approvers with infectious
diseases, such as COVID-19 case data for your destination.
Primary Name of your host or other contact at your destination. This field
contact appears only when External is selected from the Travel type field.
name
Primary Email address of your host or other contact at your destination.
contact This field appears only when External is selected from the Travel
email type field.
Primary Company of your host or other contact at your destination. This
contact field appears only when External is selected from the Travel type
company field.
Travel Start date of your trip.
start date
Travel End date of your trip.
end date
Reason Reason for your visit.
for visit

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Field Description
Notes Any additional comments you would like to provide for your
manager or the travel approvers.
3. Click Submit.
When you submit the travel request, an email may be sent to your primary
contact for the visit if your company has enabled this feature. The email
notifies your contact about your intent to travel and asks them to verify the site
safety and policy compliance.
What to do next
You'll receive an email notification when your travel request is accepted or
rejected.
Depending on your company's policies, you may need to complete daily health
verifications before and during travel. You may also have to complete a daily
contact log during travel. If you're required to complete these tasks, you'll
receive emails with instructions. If you receive the daily health verification email,
make sure to submit the health verification every day if you're not symptomatic.
Your trip may be canceled if you don't submit the health verification.
To view all your travel requests, navigate to Employee Travel Safety > My
Requests.
Manage a travel request

As a manager or travel approver, you can approve or reject travel requests.
Before travel requests can be approved, user groups and roles must be set
up for managers or travel approvers. For more information, see Set up travel
approvers.
There are multiple ways to view requests for travel:

380
• An email detailing a request for travel sent to the requester’s manager and
the group assigned.
• On the tabs in the Employee Service Center (ESC).
• On the My Approvals or Requests tabs in the service portal.
• From the View Travel Requests list.
Approve or reject travel requests

Managers or designated travel approvers are responsible for approving
employee travel requests.
When an employee submits a travel request, an email is sent to the employee's
manager and all members of the Travel Approvers group asking them
to approve or reject the travel request. The email includes infectious
diseases, such as COVID-19 case data for the travel destination. If the
sn_imt_travel.email_site_verification property is enabled, the email also
includes the results from the site safety verification. The email provides a link to
the travel request, as well as direct links to approve or reject the request.
Travel approval request email

381
Managers can also view travel requests for their employees by navigating to
Employee Travel Safety > My Employee's Requests.
Users in the Travel Approvers group can view travel requests for all employees by
navigating to Employee Travel Safety > View Travel Requests.
Employees receive an email notification when their travel request is approved or
rejected.
Cancel a travel request

Cancel a travel request when appropriate, such as when a meeting can be
held virtually. You, your manager, or a user with the sn_imt_travel.approver role
can cancel a travel request.
Before you begin

Role required: sn_imt_travel.approver or admin
Procedure
1. Navigate to Employee Travel Safety and select the appropriate module.
To Select
Cancel your travel request My Requests
Cancel a travel request for a direct report My Employee's Requests
Cancel any employee travel request View Travel Requests
2. Open the travel request to cancel and verify that it is the correct request to
cancel.
You can't cancel a travel request that is complete.
3. Click Cancel.
Results
An email notification stating that the request was canceled is sent to the
requester. The notification includes the name of the person who canceled the
travel request.
Vaccination Status
®
The ServiceNow Vaccination Status application gives HR departments the
ability to track the status of user vaccinations in the workplace. Organizations
can collect vaccination data for workforce planning, as needed based on
business requirements, and report on the readiness of the workplace. Users are
empowered to submit documentation of completed vaccinations to meet their

382
organization’s health and safety requirement for a safe return to the workplace,
while administrators can track the status of user vaccination in the workplace.
Status updates can be made manually by the user.

®
Vaccination Status is part of a suite of ServiceNow Safe Workplace suite
applications. Use it with these other applications to help your organization
application.

Type Instructions
®
the application.

383
Type Instructions

more information.
the SHOT team.
more information.
more information.



384
Install Vaccination Status

You can install Vaccination Status if you have the admin role.
Before you begin

®
Vaccination Status requires the ServiceNow Employee Readiness Core and
Emergency Outreach applications.
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.

385
apps.
Procedure
2. Search for Vaccination Status.
3. Click Install.
4. Click Activate.
Components installed with Vaccination Status

Several types of components are installed with Vaccination Status, including
user roles and tables.

386
Roles installed
Vaccination Status admin Application-specific admin • sn_imt_vaccine.profi

[sn_imt_vaccine.admin] for Vaccination Status. Can
approve COVID-19 health test
results in Health and Safety
Testing.
Important: By default,
the System Administrator
[admin] role contains the
sn_imt_vaccine.admin role.
The sn_imt_vaccine.admin
role should be reassigned
to another user and then
removed from the admin.
This process protects
sensitive application data
by restricting access to the
application.
Vaccine profile reader Read-only access to • None
[sn_imt_vaccine.profile_reader] the Vaccine profile
[sn_imt_vaccine_vaccine_profile]
table. Required to view
vaccination status in contact
tracing visualization.
Tables installed
Table Description
Vaccine profile Shows which users received a COVID-19 va

are not considered fully vaccinated until 14
[sn_imt_vaccine_vaccine_profile]
receiving their vaccination (single-dose va
final dose (multi-dose vaccine).
Note: The COVID-19 vaccine complet

a value of false until the 14-day vaccin
complete.

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Table Description
Organizations can make the vaccine com

dependent on whether a user reported rec
a vaccine booster when it became due. If
[sn_imt_vaccine.enforce_vaccination_compl
property is enabled and a booster is due, t
vaccine completed column has a value of
who have not reported receiving their boo
due date.
Vaccine response Contains a history of all reported vaccinati
[sn_imt_vaccine_vaccine_response] each user. Users can review their previousl
vaccines in My vaccinations.
Vaccine response definition List of vaccines, including the type, manufa
[sn_imt_vaccine_vaccine_response_definition] number of doses required. By default, this t
several generic COVID-19 vaccines. A Vac
Status admin can add and remove record
vaccines that are currently available to use
Campus vaccine summary Stores vaccination data to map against da
[sn_imt_vaccine_campus_vaccine_summary] by the COVID-19 Global Health Data Set in
Workplace Dashboard Vaccination Widge
vaccination data is pulled from the Vaccin
table and entries are created daily based
(00:00) instance time.
Vaccine exemption requests Lists of vaccine exemption requests, their st
exemption type, expiration date, and their
[sn_imt_vaccine_vaccine_exemption]
exemption requests without an expiration d
expire. Vaccine exemption requests are ina
default.
Managers may view the exemption reques
direct reports in My Employee's exemption
enabled by their organization.
For more information, see Set up Vaccinati
properties.
Set up Vaccination Status properties

Set up Vaccination Status properties to define the data retention period for
user-reported vaccination status data, manage reminder emails, and enable
exemptions.

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Before you begin
Procedure
1. Navigate to Vaccination Status > Properties.
Property
Vaccination Status data retention period (in days).

[sn_imt_vaccine.data.retention.period]
Prevent admin from accessing attachments

[sn_imt_vaccine.prevent_admin_access_to_attachments]
Frequency of reminders after 1st reminder. Default is set to 1, this will keep reminding user
acknowledge.
[sn_imt_vaccine.reminder_after_1st_reminder]

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Property
Number of days before 2nd dose due date reminder

[sn_imt_vaccine.days_before_2nd_dose_due_date]
Number of days to send past due reminder before giving up.

[sn_imt_vaccine.past_due_reminder_limit]
Set reminders for booster.

[sn_imt_vaccine.send_reminders_for_booster]

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Property
Frequency of booster reminders.

[sn_imt_vaccine.booster_reminder_frequency]
Number of days before booster due date reminder.

[sn_imt_vaccine.remind_days_before_booster_due_date]
Number of days to send booster past due reminder before giving up.
[sn_imt_vaccine.booster_past_due_reminder_limit]
Set vaccine completed to false for users without booster.

[sn_imt_vaccine.enforce_vaccination_complete_for_booster]
Number of days to wait after booster due date before setting vaccine completed to fals
[sn_imt_vaccine.set_covid19_completed_to_false_this_many_days_after_booster_due_d
Reset Covid 19 Vaccine Complete to false if Vaccine Review Outcome is Rejected

[sn_imt_vaccine.reset_covid_19_vaccine_complete_to_false_if_vaccine_review_outcom
Use country-specific data retention policy for Vaccination Status.

[sn_imt_vaccine.use_country_specific_data_retention_policy]

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Property
Allow managers the ability to update vaccine response records

[sn_imt_vaccine.allow_managers_ability_to_update_vaccine_response_records]
Allow managers the ability to update vaccine exemption requests

[sn_imt_vaccine.allow_managers_ability_to_update_vaccine_exemption_records]
Allow vaccine exemptions

[sn_imt_vaccine.allow_vaccine_exemptions]
Newly approved vaccine exemptions will have an expiration date set

[sn_imt_vaccine.new_vaccine_exemptions_temporary]

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Property
Days for temporary exemption if vaccine exemption expiration set to yes

[sn_imt_vaccine.temporary_exemption_days_until_expire]
Allow users to see Vaccine response work notes

[sn_imt_vaccine.allow_users_to_see_vaccine_response_work_notes]
Allow users to see Vaccine exemption work notes

[sn_imt_vaccine.allow_users_to_see_vaccine_exemption_work_notes]
3. Click Save.
Configure country-specific data retention settings for Vaccination Status

Configure the data retention settings for vaccine responses so that the data-
retention policy is country-specific.
Before you begin

Role required: sn_imt_core.admin, sn_imt_health_test.admin, or
sn_imt_vaccine.admin
About this task

The Vaccination Status data retention period (in days) property sets the number
of days that the user-reported vaccination status data is available in the
Vaccine response table [sn_imt_vaccine_vaccine_response] before it is deleted
automatically. The Data Retention Job for Vaccination Status scheduled job
runs daily to delete records that have an updated date past the specified
retention period.
Enable the Use country-specific data retention policy for Vaccination Status
property [sn_imt_vaccine.use_country_specific_data_retention_policy] and

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use the Data Retention module in Employee Health and Safety Status to define
policies at the country-level.
Procedure
1. Navigate to Vaccination Status > Properties.
2. Set the Use country-specific data retention policy for Vaccination Status
property to true.
3. Click Save.
4. Generate location policies for Vaccination Status.
a. Navigate to Employee Health and Safety Status > Data Retention.
b. Click Generate Location Policies.

The default number of days is based off the value in the Vaccination Status
data retention period (in days) property.
5. Open the location policy that you want to modify.
6. Enter the number of days that you want to retain data for in the Retention
period (in days) field.
7. Click Update.
Results
When the Data Retention Job for Vaccination Status daily scheduled job
completes or is manually executed, the data of users in those locations have
their records retained or deleted based on their country's data retention policy.
Set up privacy consent for Vaccination Status

Set up privacy consent for users who are providing their vaccination data to
your organization.
Before you begin

Role required: sn_imt_core.admin and sn_imt_checkin.checkin_admin
About this task

Use Emergency Outreach to send a privacy consent form to users. Users must
agree to the privacy consent before they can submit their vaccination status.

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Procedure
1. Customize the privacy consent template.
a. Navigate to Employee Health and Safety Status > Privacy Consent

Templates and click Vaccine Administration.
b. Fill in the placeholder text with the name of your organization and contact
information.
Note: If you customize the privacy consent template with HTML, such
as including tables or links, the HTML renders properly in the email that
is sent to users. The HTML does not render in the privacy consent form
when a user is submitting their response.
c. Click Update.
2. Assign the sn_imt_core.privacy_consent_user role to all users who will be
reporting their vaccination status.
This role enables users to complete the privacy consent.
3. Add all users who will be reporting their vaccination status to a Safe
Workplace audience.
a. Navigate to Emergency Outreach > Safe Workplace Audience and click

Vaccine Privacy Consent Audience.
b. Add users to the audience.

For detailed instructions about adding users to an audience, see Add a Safe
Workplace audience.
c. Click Update.
4. Configure an outreach to send the privacy consent to users.
a. Navigate to Emergency Outreach > View Outreaches and click the Vaccine
Privacy Consent Placeholder outreach.
This outreach is preconfigured to use the Vaccine Privacy Consent
Audience and the Vaccine Administration privacy consent template.
b. Make any modifications to the outreach if needed, such as scheduling a

time to send.
For detailed instructions about configuring an outreach, see Send
notifications for an emergency.

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c. Optional: Enable the outreach to provide location-specific privacy
consents by selecting the Use Country option on the Content configuration
tab.
d. Click Update.
Configure vaccine or vaccine booster types for Vaccination Status

Create or modify vaccine or vaccine booster types that people can use to
report their vaccination status.
Before you begin

About this task

Vaccine and vaccine booster reporting requires Vaccine response definition
records. Each record contains vaccine-specific information so that users can
properly report their vaccination status with the correct type of vaccine. For
example, you can create a record for single-dose or multi-dose vaccine and
set the number of days between doses. These configurations determine the
questions users must answer when reporting their vaccination. Vaccination
Status contains several generic COVID-19 vaccines that do not require
configuration.
Procedure
1. Navigate to Vaccination status > Vaccine response definitions.
2. Click New or open a record.

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Vaccine response definition form
Field Description
Vaccine type The type of vaccine, such as a

COVID-19 mRNA vaccine or a
vaccine booster.
Manufacturer The name of the vaccine
manufacturer.
SMS friendly name A display name for the vaccine that
displays in SMS messages.
Number of doses required Number of doses required for full
vaccination.
Booster parent vaccine The parent vaccine the booster
supports, such as a booster for a
COVID-19 mRNA vaccine.
Note: The Booster parent

vaccine field appears only
when you set the Vaccine type
to Booster.
Recommended days until booster Number of days since vaccination
required before a booster is required. This field
is visible only if Vaccine type is set to
Booster.
4. Click Submit.
Virtual Agent conversations for Vaccination Status

Vaccination Status provides a Virtual Agent conversation that enables users to
report their vaccination status via SMS.
®
A ServiceNow Virtual Agent conversation topic defines the dialog between
the Virtual Agent (chatbot) and the user to accomplish a specific goal.
The provided Vaccine conversation topic asks whether the user has been
vaccinated, the date that they received the vaccine, and the type of vaccine
that they received.

To use Virtual Agent with SMS, your organization must have a Twilio
account and phone number. You must also install the Virtual Agent plugin

397
(com.glide.cs.chatbot) and set up the Conversational SMS Integration with
Twilio application (sn_va_sms_twilio). For more information, see Set up the
Conversational SMS Integration with Twilio.
On-premise customers who install the Safe Workplace applications in the Rome
release for the first time require a scoped admin role to create an approved
scope-to-scope Restricted Caller Access (RCA) record in Vaccination Status. This
cross-scoped access is required for Conversational SMS Integration with Twilio to
function in the Vaccination Status application.
The RCA record should have the following values set:
Field Value
Source Scope Emergency Outreach

Source Type Scope
Status Vaccination Status
Application Vaccination Status
Target Type Scope
For more information on creating caller access records, see Set application
scope, application resource, and event access.
Configuration
To receive SMS messages for Vaccination Status, users must have a mobile
phone number listed on their user record [sys_user]. Mobile numbers must be in
E.164 format. For example, +18585551212.
Privacy consent for Vaccination Status must be configured before users can
report their vaccination status via SMS. For instructions, see Set up privacy
consent for Vaccination Status.
Note: Users must agree to the privacy consent before they can submit
their vaccination status. The Vaccine conversation topic prompts users to
complete the privacy consent via SMS if they haven't already submitted
their consent. Users must belong to an audience associated with a vaccine
privacy consent outreach to be able to complete the privacy consent via
SMS.
Vaccination Status uses an SMS outreach to let users know that they can
report their vaccination status via SMS. The outreach provides users with the
information that they need to begin interacting with the Vaccine Virtual
Agent conversation. To configure the outreach, add users to the placeholder
Vaccination status request audience. For detailed instructions about adding
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users to an audience, see Add a Safe Workplace audience. Then, add the
audience to the placeholder Vaccination status request outreach and make
any modifications to the outreach if needed, such as scheduling a time to send.
Once users receive the SMS outreach, they can report their vaccination status
through the Vaccine Virtual Agent conversation. The Vaccine conversation
topic is ready to use without modifications, but can be customized to meet your
organization's requirements. To view or edit the Vaccine conversation topic,
navigate to Collaboration > Virtual Agent > Designer. For more information
about updating conversation topics, see Virtual Agent Designer.
The Vaccine conversation provides the user with options to select which type
of vaccine they received. These options are pulled from the Vaccine response
definition table [sn_imt_vaccine_vaccine_response_definition]. To set the display
name for a vaccine type, enter the name in the SMS friendly name field on the
vaccine response definition record.
Report your vaccination status

Provide your organization with information about whether you received a
vaccine and the date that you received it.
Before you begin

Before you can submit your vaccination status, you must respond to the vaccine
privacy consent.
Procedure
1. Navigate to Vaccination Status > Report vaccination.
Note: To report your vaccination status in the Now Mobile app, navigate
to Health > Follow These Safety Practices > Report Vaccination.
Report Vaccination form
Field Description
Do you want to add vaccine dose Whether you received a vaccine

information? dose or booster.
Vaccine The type of vaccine or booster you
received. If you select a vaccine
that requires more than one dose,
such as Covid-19 2 dose unknown
manufacturer, you can select how

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Field Description
many doses you want to report in

the How many doses do you wish to
report? field.
Note: The Vaccine field

appears only when Yes is
selected as the answer to Have
you been vaccinated?
How many doses do you wish to The number of doses you are
report? reporting.
Date administered The date you received your first dose.
Second date administered The date you received your second
dose.
Note: The Second date

administered field appears only
when you report more than one
dose.
3. Click Submit.
What to do next
Your organization might have a requirement that you be vaccinated before
returning to the site. To check your progress on all site entry requirements, see
View your health and safety status.
Note: You are not considered fully vaccinated until 14 days after receiving
your vaccination (single-dose vaccine) or your final dose (multi-dose
vaccine).
Depending on your organization's requirements, if your vaccine has a vaccine

booster available, you might not be considered fully vaccinated until you report
receiving your booster.
Review your vaccine responses

If you would like to review your recently reported COVID-19 vaccinations or add
an attachment to a record, access your previous vaccine responses.
Before you begin


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Procedure
1. Navigate to Vaccination Status > My vaccinations.
2. Select the vaccine response that you would like to add an attachment to or
review.
3. Modify the record by adding an attachment or review the record.
• If you are adding an attachment, such as proof of vaccination, add the
attachment and then click Update.
Note: For information on managing attachments, see Manage

attachments.
• If you are reviewing the record, review the record and click Back to return
to the list of vaccine responses.
Confirm the reported vaccination status for a user

As a Vaccination Status admin, use the Employee Readiness Core Approval
Portal to confirm a user's reported COVID-19 vaccination status.
Before you begin

and Safety Testing.
Status.
About this task

You can review the results of user-reported vaccinations and approve or reject
the responses. Approvals can be based on a user's proof of vaccination, such
as their attachments submitted with their vaccine response. If the Reset Covid
19 Vaccine Complete to false if Vaccine Review Outcome is Rejected property
is enabled, a user's COVID-19 vaccine completed status depends on the
responses being approved.
Managers who do not have the sn_imt_vaccine.admin role can still confirm the
reported vaccination status of their direct reports if their organization activates
the sn_imt_vaccine.allow_managers_ability_to_update_vaccine_response_records
property. Managers must update the records manually by navigating to
Vaccination Status > My Employee's responses and opening the user's record.
For more information, see Set up Vaccination Status properties.
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Procedure
list.
3. Search for the user whose vaccination status you want to confirm.
4. Optional: Open and review the submitted user attachments.
5. Approve or reject the user's submitted vaccination status.
• To approve the user's vaccination status, click Approve.
• To reject the user's vaccination status, click Deny.
6. Optional: Add work notes to the reported vaccination.
Note: The ability to add work notes is unavailable to managers.
a. Navigate to Vaccination Status > Vaccine responses.

b. Enter a work note in the text field.
c. Click Post.
Results
The record is moved to the Approved or Denied tab based on your decision and
the Verified by field in the user's vaccine response record is updated with your
name. Based on your organization's configurations, your review might affect the
user's COVID-19 vaccine complete status.
For more information on configuring Vaccination Status, see Set up Vaccination
Status properties.
Request a vaccine exemption

Request a vaccine exemption from your organization with information about
why you require an exemption.
Before you begin

Vaccine exemptions must be enabled by your organization to submit vaccine
exemption requests. If you do not see the Request vaccine exemption

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module or you are unable to submit vaccine exemption requests, refer to your
administrator to enable this feature.
Role required: none
Procedure
1. Navigate to Vaccination Status > Request vaccine exemption.
Note: To request a vaccine exemption in the Now Mobile app, navigate

to Health > Follow These Safety Practices > Request Vaccine Exemption.
Request Vaccine Exemption form
Field Description
What is the vaccine exemption type? The type of exemption you are
requesting. Available values are
religious, medical, or other.
Details for vaccination exemption Provide any useful additional
request details about the request for your
organization.
3. Optional: Add any relevant attachments to the form.

4. Click Submit.
5. Optional: Review the status of your vaccine exemption request by navigating
to Health > Follow These Safety Practices > Vaccine Exemption Requests in the
Now Mobile app.
Results
Your vaccine exemption request is submitted to your organization for an
administrator or a manager to review.
Confirm a vaccine exemption request for a user

As a Vaccination Status admin, use the Employee Readiness Core Approval
Portal to approve or deny a user's vaccine exemption request.
Before you begin


403
and Safety Testing.
Status.
Your organization must enable vaccine exemptions. Exemptions do not affect

a user's Covid 19 Vaccine Complete status in their vaccine profile. For more
information, see Set up Vaccination Status properties.
About this task

Managers who do not have the sn_imt_vaccine.admin
role can still approve or deny vaccine exemption requests
for their direct reports if their organization activates the
sn_imt_vaccine.allow_managers_ability_to_update_vaccine_exemption_records
property. Managers must update the records manually by navigating to
Vaccination Status > My Employee's exemptions and opening the user's
exemption request.
For more information, see Set up Vaccination Status properties.
Procedure
list.
3. Search for the user whose exemption request you want to approve or deny.
4. Optional: Select the user's attachments to review any submitted
documentation.
5. Approve or deny the user's submitted exemption request.
• To approve the user's exemption request, click Approve.
• To reject the user's exemption request, click Deny
6. Optional: Set an expiration date for the vaccination exemption.
If no expiration date is set manually or by your organization's configuration, the
exemption does not expire.

404
a. Navigate to Vaccination Status > Vaccine exemption requests.
b. Select the vaccine exemption you want to update.
c. Manually enter the expiration date or pick from the calendar in the
Expiration date field.
d. Optional: Enter any additional details relevant to the exemption in the

Details field.
e. Optional: Enter any work notes relevant to the exemption and click Post.
The ability to add work notes is unavailable to managers.
f. Click Update.
Results
The record is moved to the Approved or Denied tab based on your decision.
The user's vaccine profile is updated to show who approved the vaccination
exemption (if approved) and when it expires (if applicable).
Viewing vaccine profile records

Vaccine profiles are records accessible in the Vaccine profile table that
contain vaccination information for vaccine admins to review, such as a user's
vaccination date, whether users are exempt from receiving a vaccine, or the
results of their most recent COVID-19 tests.
Vaccine profile records

You can access vaccine profile records by navigating to Vaccination Status >
Vaccine profiles and then creating a record or selecting an existing one.
Note: You must have the Vaccine profile reader role or Vaccination Status
admin role to view vaccine profile records.
Vaccine profile records
Field Description
COVID-19 vaccine completed Indicates whether a user is considered

fully vaccinated. This status depends
on a number of factors such as
the type of vaccine, how your
organization configures various system

405
Vaccine profile records (continued)
Field Description
properties, and whether a booster is

due.
User Name of the user.
Vaccine exemption approved by Name of the Vaccination Status
admin or manager who approved an
exemption from requiring a COVID-19
vaccine for the user.
Vaccine exemption expiration date Date that the vaccine exemption
expires, which is set by the
Vaccination Status admin or
manager.
Most recent COVID test date Date that a COVID-19 test was most
recently reported for the user.
Most recent COVID test result The user's most recently reported
COVID-19 test result.
Most recent COVID test result verified Indicates that the most recently
reported COVID-19 test result was
verified by a Vaccination Status
admin or manager.
For more information, see Confirm
COVID-19 test results for a user.
Vaccine Review Outcome Indicates whether a user's most
recently reported COVID-19 vaccine
was reviewed by a Vaccination Status
admin or manager. If it was reviewed,
it is either approved or rejected.
For more information, see Confirm the
reported vaccination status for a user.
Integrating with Safe Workplace suite

Integrate ServiceNow Safe Workplace suite data with a third-party system.
For example, you can integrate Employee Health Screening data with badge
reader software to ensure compliance with your workplace entry requirements.

406
Benefits
Integrate with Safe Workplace suite:
• Ensure compliance with your workplace entry requirements.

• Improve efficiency between multiple systems.
• Ensure accuracy and safety across systems by maintaining a single source of
data.
Integrations
You can integrate with Safe Workplace suite in these ways:
Subscribe to request for entry updates
Send the result of each Employee Health Screening entry request to
a third-party system by configuring a webhook.
Send data to the Employee Health Screening log
Send data from a third-party system to the Employee Health
Screening application log table. You can use this table to create
reports and monitor health trends.
Get employee or visitor health data
Send a GET request for Employee Health and Safety Status data to
use in your third-party system. Get data to determine an employee
or visitor's current health status.


407
Subscribe to request for entry updates

Send the result of each Employee Health Screening entry request to a third-party
system by configuring a webhook.
Before you begin

Sending outbound webhook calls requires the following plugins.
• ServiceNow IntegrationHub Runtime (com.glide.hub.integration.runtime)
• Flow Designer Action Step - Payload Builder
(com.glide.hub.action_step.payload)
• ServiceNow IntegrationHub Action Step - REST
(com.glide.hub.action_step.rest)
These plugins must be requested through the Now Support Service Catalog. For
instructions, see Request a plugin.
When you set up the webhook, the system automatically sends a REST request
to a third-party endpoint every time an employee or visitor requests entry.
Work with an administrator for the third-party system to determine the correct
endpoint to provide.
Note: The webhook does not include authentication headers in the

request. Ensure that you provide an endpoint that includes query
parameters to authenticate the request.
To learn more about the Employee Health Screening Request Entry module, see
Conduct a health screen for entry.
Role required: sn_imt_core.admin or admin

408
Procedure
1. Navigate to Employee Health and Safety Status > Outbound Webhooks.
2. In the Webhook [sn_imt_core_webhook] table, click New.
Webhook form
Field Description
Name Internal identifier for the third-party endpoint.

Event Event that you want to subscribe to. Options include:
• Employee requested entry: Sends an update every
time an employee requests entry.
• Visitor requested entry: Sends an update every
time a visitor requests entry.
Endpoint Endpoint to send the Employee Health Screening
Request Entry data to.
Note: The webhook does not include

authentication headers in the request. Ensure
that you provide an endpoint that includes
query parameters to authenticate the request.
Secure parameters Query parameters for the endpoint that must
be handled securely, such as an authorization
token. Provide parameters in the format ?
param1=value&param2=othervalue.
Tip: If the third-party system that you're sending

data to doesn't provide a securely generated
authorization token, you can generate a token
in your ServiceNow instance with the following
script.
var secureRandom = GlideSecureRandomUtil;
var secret = secureRandom.getSecureRandomString(30);
gs.log(secret);
Active Option to set the record to active.
4. Click Submit.

409
Results
The Employee Health Screening application sends request entry data to the
third-party endpoint every time an employee requests entry. The JSON payload
contains the following data.
{
"event": "entry.requested",
"email": "aileen.mottern@example.com",
"username": "aileen.mottern",
"user_id": "a8f98bb0eb32010045e1a5115206fe3a",
"location": "San Antonio",
"location_id": "108486c7c611227500b093211aa88dcc",
"access_granted": false,
"updated": "2020-07-01 22:19:03"
}
event Type of event defined in the Webhook table.

Data type: String
email Email address of the employee.
Data type: String
username Username of the employee from the Health and Safety
Users [sn_imt_core_health_and_safety_user] table.
Data type: String
user_id Sys_id of the user record from the Health and Safety Users
[sn_imt_core_health_and_safety_user] table.
Data type: String
location Location of the health screening.
Data type: String
location_id Sys_id of the location record from the Location
[cmn_location] table.
Data type: String
access_granted Flag that indicates whether the employee was granted
access as a result of the health screening. Valid values:

410
• true: The employee passed the health screening and was

granted access.
• false: The employee did not pass the health screening
and was not granted access.
Data type: Boolean

updated Date and time when the employee or visitor requested
entry.
Data type: Date/Time
Send data to the Employee Health Screening log

Send data from a third-party system to the Employee Health Screening
application log table. You can use this table to create reports and monitor
health trends.
Before you begin

Role required: sn_imt_core.api_logging_user
Procedure
1. Send a POST request to the Table API on your instance. For more information,
see Table API.
a. Construct the endpoint using the Log Import [sn_imt_core_log_import] table.
Example
https://<your-instance>.servicenow.com/api/now/table/sn_imt_core_log_import
b. Set fields in the Log table by defining these request body parameters.
Field Description
Source Internal name to identify the third-party system making

the log entry.
Level User status, log level, or any other meaningful string. For
example, you can enter Allowed or Denied to indicate
whether the individual is cleared for entry.

411
Field Description
Message Description of the health screening. For example, Temp

too high.
User Employee or visitor email from the Health and Safety

User [sn_imt_core_health_and_safety_user] table.
Additional Info Data to provide any additional information. For
example, {'temperature':'101', 'location':'San
Diego'}.
Example
This example cURL request sends a record to the Log Import table.
curl "http://<your-instance>.servicenow.com/api/now/table/sn_imt_core_log_import" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{\"u_source\":\"BadgesRUs\",\"u_message\":\"Temp too
high\",\"u_user\":\"abel.tutor@servicenow.com\",\"u_level\":\"Denied\"}" \
--user 'username':'password'
The system automatically inserts the record into the Log [sn_imt_core_log]
table.
2. Navigate to the Log [sn_imt_core_log] table to check that the data imported
correctly.
What to do next
Generate reports on the data you imported to the Log [sn_imt_core_log] table
using Reporting.
Get employee or visitor health data

Send a GET request for Employee Health and Safety Status data to use in your
third-party system. Get data to determine an employee or visitor's current health
status.
Before you begin

Role required: sn_imt_core.reader
Procedure
Send a GET request to the Table API on your instance. For more information, see
Table API.

412
a. Construct the endpoint using the Health and Safety User
[sn_imt_core_health_and_safety_user] table.
Example
https://<your-instance>.servicenow.com/api/now/table/sn_imt_core_health_and_safety_user
b. Add a query parameter to query a specific user's email address.

In the API explorer, you can enter one of the following strings in the
sysparm_query field to generate an endpoint that includes the correct query
parameter:
• user.email=<user-email-address>: Queries the provided employee's email

address.
• visitor.email=<visitor-email-address>: Queries the provided visitor's email
address.
Example
This example cURL request queries the Health and Safety User table and returns
records associated with Abel Tuter's email address.
curl
"http://<your-instance>.servicenow.com/api/now/table/sn_imt_core_health_and_safety_user?sy
sparm_query=user.email%3Dabel.tuter%40example.com&sysparm_limit=1" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'
Results
The Employee Health and Safety Status application returns the Health and
Safety User record associated with the email address in the request. The JSON
payload contains the following data.
{
"result": [
{
"sys_mod_count": "0",

413
"sys_updated_on": "2020-07-14 19:58:00",
"sys_tags": "",
"type": "employee",
"sys_id": "33f184491bce9010e3730e16ec4bcb71",
"sys_updated_by": "system.administrator",
"manually_created": "true",
"sys_created_on": "2020-07-14 19:58:00",
"sys_domain": {
"link": "https://<my-instance>.servicenow.com/api/now/table/sys_user_group/global",
"value": "global"
},
"requirements_status": "cleared",
"visitor": "",
"user": {
"link":
"https://<my-instance>.servicenow.com/api/now/table/sys_user/62826bf03710200044e0bfc8bcbe5
df1",
"value": "62826bf03710200044e0bfc8bcbe5df1"
},
"sys_created_by": "system.administrator"
}
]
}
All fields are internal, except for the following:
requirements_status
Whether the visitor or employee has completed all
requirements to return to the workplace. For more
information, see Create health and safety user records and
Create a health and safety requirement.
• Cleared: The visitor or employee has completed all
requirements to return to the workplace.
• Not Cleared: The visitor or employee has not completed all
requirements to return to the workplace.
Data type: String

visitor If present, this record represents a visitor instead of an
employee.
Note: Only used when returning visitor health data.

414
Data type: Object

visitor.link Link to the visitor record on the instance.
Data type: String

visitor.value Sys_id of the visitor record.
Data type: String

user If present, this record represents an employee instead of a
visitor.
Note: Only used when returning employee health data.
Data type: Object

user.link Link to the user record on the instance.
Data type: String

user.value Sys_id of the user record.
Data type: String

Manage the essential steps for return to workplace from anywhere using the
Safe Workplace for mobile app.
®
The ServiceNow Safe Workplace mobile experience enables organizations to
manage the essential steps for returning users to the workplace from anywhere
with the Now Mobile app. With an intuitive mobile design and user-friendly
interface, organizations can deliver a seamless return to workplace experience,
enabling users to complete health screenings and surveys, set up visits, make
reservations, request PPE, and more to support their health and safety.

415
Access other applications from Safe Workplace for mobile
From the Safe Workplace for mobile app, users can access applications from
the Emergency Response Management and Safe Workplace product suites.
®
Note: The Emergency Response Management for Now Mobile app was
renamed to Safe Workplace for mobile.
Emergency Response Management applications Safe Workplace applications
• Emergency Outreach • Employee Readiness Surveys

• Emergency Self Report • Employee Health Screening
• Emergency Exposure Management • Workplace Safety Management
• Workplace PPE Inventory
Management
• Contact Tracing
• Enterprise Employee Experience
Pack

416
Safe Workplace for mobile features
Receive and respond to outreach notifications
Receive important notifications generated in the

Emergency Outreach application on your mobile device.
You can also self-report your health status through these
notifications.
For more information about Emergency Outreach, see

Emergency Outreach.
For information on how to report your health status

through push notifications, see Report your health status.
Report your health status on the service response dashboard
Under My Current Health Status, click your name to report

your health status. For more information, see Report your
health status in Now Mobile.
View the status of your direct reports
As a manager, you can view My Team's Health in the My

Team section to see an overview of the health of your
direct reports. For more information, see Manage the
status of your direct reports in Now Mobile.
Reassign critical tasks to your working employees
As a manager, you can tap My Direct Reports Open

Tasks in the My Team section to see the work assigned
to your direct reports. From this list, you can reassign
tasks, as needed, to your working direct reports. For more
information, see Reassign tasks to your team members in
Now Mobile.
Mobile sections
If you've subscribed to the Safe Workplace suite, you see the Mobile sections
available for Mobile experience for Emergency Response Management. Each
section has multiple applications. To see all applications under a topic, scroll left.
417
Mobile section topics
Follow these safety practices Health screening Manage PPE inventory
Health surveys Screen employee Assign consumable

• For more information, • For more information, • For more information,
see Employee see Conduct a health see Assign PPE to
Readiness Surveys. screen for entry. employees.
Verify my health Screen visitor Assign hardware
see Verify your see Screen a visitor for see Assign PPE to
health status and entry to the workplace. employees.
compliance.
Request PPE Scan for entry Add consumable
see Request PPE. see Collecting user see Add PPE stock.
badge data.
Daily contact log Employee status Add hardware
see Tracking employee see View your health see Add PPE stock.
contacts using daily and safety status.
logs.
Privacy Consent Add model
• For more information, • For more information,
see User privacy see Create models for
consent for Contact PPE items.
Tracing.
Set up a visit
• For more information,
see Invite a visitor to
the workplace.
COVID-19 Testing
see Request a
COVID-19 diagnostic
test.
Request travel permission

418
Mobile section topics (continued)

see Request permission
to travel.
Report Vaccination
see Report your
vaccination status.
Request Vaccine
Exemption
see Request a vaccine
exemption.
Vaccine Exemption
Requests
exemption.
Section topics (continued)
My current health status Prepare for arrival My team
• For more information, My readiness checklist My team's health

see View your health • Provides a checklist of • Shows a list of your
status in Now Mobile. tasks to complete prior direct reports and their
to arriving at the work health status.
location.
My office entry code My direct reports open
• Provides a QR code tasks
that enables you to • Shows all open tasks
check into a work assigned to your direct
location. reports that must be
completed prior to
arriving at a work
location.

419
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.
apps.

420



421
Install Safe Workplace for mobile
®
Install the Now Mobile app and Safe Workplace for mobile app.
Before you begin

The Safe Workplace for mobile app (sn_imt_mobile) is dependent on the
com.sn_imt_quarantine plugin.
The Safe Workplace for mobile app also has an optional dependency on other
Safe Workplace applications. If you have any of these plugins installed, the
corresponding applications will appear in your Safe Workplace for mobile app:
• sn_imt_checkin
• sn_imt_core
• sn_imt_monitoring
• sn_imt_ppe
• sn_imt_tracing
• sn_imt_travel
• sn_imt_health_testing
Type Instructions
®
the application.
more information.
the SHOT team.
more information.

422
Type Instructions

more information.
Procedure
1. On your mobile device, download the Now Mobile app for Apple iOS or
Google Android from the Apple App Store or the Google Play store.
2. In your instance, navigate to System Applications > All Available Applications
> All.
3. Search for Safe Workplace for mobile.
4. Click Install.
Report your health status in Now Mobile

®
Use the Now Mobile app to report your health status.
Before you begin

Role required: sn_imt_quarantine.crisis_task_user
To access this content, you must have the Now Mobile app. Your instance must
have the Emergency Self Report application installed.
About this task

®

423
Procedure
1. Open the Now Mobile app.
2. At the top of the Health page, click the quick action icon to open the self-
report applet.
3. Select your health status from the list, and tap the check icon ( ) to confirm
your status.
4. Click Submit.
View your health status in Now Mobile

Use the Now Mobile app to view your health status record.
424
Before you begin
Role required: none
About this task

®
Procedure
2. Scroll down to My Current Health Status and click the See All link.

425
3. Click your name.
My Current Health Status screen
The My Current Health Status screen displays

the following information:
• Use the Status tab to see your current

reported status.
• Use the Health history tab to see a history of

your health status updates.
• Use the Assigned tasks tab to see the tasks

assigned to you.
• Use the Update status button to change

your health status.
• If you're a manager, use the Reassign

all action from the top menu icon to
reassign all your tasks.
Manage the status of your direct reports in Now Mobile

Use the Now Mobile app to view the health status of your direct reports.
Before you begin

Role required: none
About this task


426
®
Procedure
2. Scroll down to the My Team section and click the My Team's Health link.
In the My Team's Health section, you can see a list of all your users.
My Team
3. In the My Team's Health section, a list of all your users and their status is
displayed.
427
List of users and their status
4. Optional: Update the status for a user.

• Swipe to the left on an entry in the list to update the user's status.
• Tap on a record in the list and click Update status at the bottom of the task
form.

428
5. Tap an entry on the list to view the employee record screen.
Employee record screen
The employee record screen displays the

following information:
• Use the contact and location information

in the Details screen to keep in touch with
your direct hires.

the user's health status updates.
• Use the Assigned Tasks tab to see the tasks

assigned to the user.
• Click the Update status button to change

the user's health status.
Reassign tasks to your team members in Now Mobile

As a manager, view a list of tasks assigned to your team members and reassign
the tasks to other team members.
Before you begin

®
Role required: none

429
About this task
®
Procedure
2. Scroll down to the My Team section and click My Direct Reports Open Tasks.

430
My Direct Reports Open Tasks link
3. A list all open tasks assigned to your direct reports is displayed. To view details
about the task, click the open task.
4. To reassign a task, swipe left and click Reassign.
5. Search for a user that you want to reassign the task to and select the name of
the user.
6. Click Submit.

431
Domain separation and Safe Workplace suite
The Safe Workplace suite applications support domain separation at the Basic
level with the exception of Safe Workplace Dashboard.
With domain separation, you can separate data, processes, and administrative
tasks into logical groupings called domains. You can then control aspects in
each domain, including what users can see or whether they can access the
data.
Domain separation support

ServiceNow applications that support domain separation might support the
separation of data and data routing only, have advanced business logic
separation, or support customer-level administration of the application.
ServiceNow applications are defined with incremental support levels from the
perspective of actual use cases and the people who use them.
Basic
Data is domain-separated.
Logic exists to ensure proper data routing, caching, rollups, and

aggregations.
Global configuration is operational for multiple tenants.
Standard
Application properties are domain-aware as needed.
Business logic can be domain-separated by the instance owner per

tenant.
Enhanced
Data-driven process enables failsafe configuration by tenants
through the UI to drive business logic.
For more detail on the support levels, see Application support for domain
separation.
How domain separation works in Safe Workplace applications

The following applications use the Safe Workplace domain table:
• Contact Tracing

432
• Emergency Outreach (Daily Contact Logs, Privacy Consent, and Privacy
Consent (common))
Admins must install the Domain separation plugin before working with these
application tables. Most of those tables contain a sys_domain field so they are
able to be domain-separated if they have data that needs to be partitioned by
domain.
• Core domain table: Included in the Safe Workplace plugin is an

sn_imt_core_domain table. Domains in this table are iterated when scheduled
jobs run.
• Property table: The sn_imt_core_property table extends the sys_properties
table and adds a sys_domain field. Adding that field allows sys_properties
values to be overridden for a domain.
Note: Values are handled differently for password2 fields than for other
property types. Therefore, the value displays as blank in the domain-
separated properties list view.
The following tables do not have the sys_domain field:
• app-imt-checkin
◦ sn_imt_checkin_outreach_sysauto_script (extends sysauto_script)
◦ sn_imt_checkin_response_criteria
◦ sn_imt_checkin_response_option_for_health
◦ sn_imt_checkin_response_option_survey
◦ sn_imt_checkin_response_script
• app-imt-diagnosis
◦ task_compliance_result
• app-imt-tracing
◦ sn_imt_tracing_wifi_access_register_job
◦ sn_imt_tracing_wifi_access_register_stage
• app-imt-core
◦ sn_imt_core_sysauto_script (extends sysauto_script)
Scheduled jobs in applications with this level of domain separation run

separately for each domain in the table. Scheduled jobs use the core table as

433
the domain source table, and the Domain Iterator check box is automatically
enabled by default when domain separation is installed. When the Domain
Iterator option is enabled, the job can run in multiple domains.
The Domain Source Table value is also set to Safe Workplace Domains by
default. If you don't see the tables, verify that the Domain Iterator and Safe
Workplace Domains settings are selected, and refresh the instance.
Parent-child domains
Domains that also contain a sub-domain or “child” domain are not supported
in these applications. Running a job in a parent domain that has a child would
mean running the job twice and thus processing the data more than once. You
could add a parent domain or add just the child domain but not both.
Working with domain-separated properties in the Safe Workplace

Suite
When the Domain separation plugin is installed and you navigate to the
Properties page in any of the four Safe Workplace domain-separated
applications, their properties do not display by default. You must override
properties for a domain before they appear in the list.

434
To display the properties, click New on the Properties page. In the form that
creates a new domain-separated property, search in the reference field for the
property you would like to override. Enter a specific prefix to narrow your search:
• sn_imt_core for Employee Readiness Core
• sn_imt_diagnosis for Emergency Exposure Management
• sn_imt_health_testing for Health and Safety Testing
• sn_imt_tracing for Contact Tracing
The properties display with a full description of the overrides.
After you create your domain-separated property override, the form displays the
domain-separated properties.

435
You can navigate back to the record form by selecting a property name in the
list.
Property functions
Learn more about how these properties function in the following topics:
• Health and Safety Testing properties

• Contact Tracing properties
• System properties for tracing systems in Emergency Exposure Management
• Employee Health and Safety Status properties
Related information
Domain separation for service providers
Emergency Response Management

®
ServiceNow Emergency Response Management applications help your
organization mobilize its business continuity efforts during natural disasters and
pandemics like COVID-19. Streamline and automate activities on multiple fronts
to keep everyone informed and connected as you anticipate or experience
emergencies.
Video describing the Emergency Response Management apps and how they
work together
Emergency Response Management applications include:
Emergency Outreach
Stay connected with users via email or mobile push notifications.
Share important information regarding emergency and safety
measures, and ask users to report their status and location. With the
installation of Employee Readiness Surveys, you will use Emergency
Outreach to send a survey link to help you evaluate whether users
are ready to return to the workplace.

436
Enable your users to report their health status. If users report they are
going into quarantine, a workflow helps them safely return to work
when ready. Functions such as HR can also be alerted.
Identify users who might have been exposed to an infectious
disease by analyzing an affected user's meetings, locations, shifts
and reservations, and badge scans.
Emergency Response Management for Now Mobile
Enable your users who use the Now Mobile app to respond to
Emergency Outreach push messages and also self-report their
health status.
Use the Emergency Response Management applications together to automate
workflows for sharing information with users, assessing the impact on your team,
and responding to the emergency event.
Emergency response app workflow from self-reporting to assessing exposure to

requesting user health status check-in

Emergency Response Management for federal customers

Federal customers using IL4 or FedRAMP environments will see the Emergency
Response Management applications ready and available to install on their
instances without having to make any special requests. Customers are

437
responsible for configuring the apps to meet U.S. federal regulations and
guidelines.
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.
Domain separation support for Emergency Response Management

applications
You can learn about domain separation support for service provider use cases in
each Emergency Response Management application's topic.

438
provided to meet the Organizations’ specific requirements.

authorized users, not to employees of government agencies in their individual
capacities. Use of this application is being offered free of charge for a limited
or extended time period and with no expectation of payment from the
government agency to ServiceNow for use during that time period, nor
does usage create an actual or implied future obligation on behalf of the
government. ServiceNow hereby expressly waives any future claims for payment
from the agency in connection with usage of the application. Government
customers are solely responsible to confirm with the agency’s Ethics Office or
its authorized representative that acceptance and usage of the application is
permissible.
Emergency Outreach
Notify users of important information about anticipated or occurring emergency
situations. Send an outreach notification via email, mobile push message, or
SMS message to request a user response. You can also configure other preferred
communication channels.
®
Emergency Outreach was developed with other ServiceNow Emergency
Response Management apps to monitor and aid in stopping the community
spread of infectious diseases, such as COVID-19 among users. With the release
®
of additional ServiceNow Safe Workplace suite apps, companies are able to
manage an emergency situation from the outbreak through the reopening of
the workplace.
Some of the Safe Workplace suite apps leverage the Emergency Outreach
notification feature to communicate with users.

439
• Employee Readiness Surveys provides an outreach notification with a link to
a survey to assess user readiness to return to the workplace. Customize the
notification and the survey to address your company’s concerns.
• Employee Health Screening uses outreach notifications to request that users
submit their health status verification each day before they can return to the
workplace.
• Contact Tracing uses the following outreach notifications:
◦ An outreach notification to request that users in the workplace provide a
list of users that they were in contact with throughout the day. The daily log
notification can be scheduled and sent at a certain time every workday
or as needed. Keeping daily logs enables contact tracers to follow up with
impacted users when a user is affected.
◦ An outreach notification to request that users review the organization's

privacy policy and provide their consent to use their data for contact
tracing.
◦ An outreach notification to potentially exposed contacts in an exposure
case to notify them that they might have been potentially exposed to an
affected user at the workplace.
Note: Safe Workplace suite apps require a subscription. Install Emergency

Outreach first, then install the Safe Workplace suite app.

440
Use with other Emergency Response Management applications

The Emergency Response Management applications, built on the Now
®
Platform , assist organizations in their emergency response efforts. With the
Emergency Exposure Management application, you can identify users who
might have been exposed to affected users. Through the Emergency Self Report
application, users can self-report their health status. Managers can track the

441
health status of their direct reports so that work can be reassigned and response
teams can monitor the overall data and trends. Both applications are available
in the ServiceNow Store.

guidelines.
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.


442

permissible.
Install Emergency Outreach

You can install Emergency Outreach if you have the admin role.
Before you begin

Type Instructions
®
the application.
more information.

443
Type Instructions

the SHOT team.
more information.
more information.
About this task

After you install Emergency Outreach, no additional administration configuration
is required. Optionally, you can configure notifications and response messages.
Procedure
2. Search for Emergency Outreach.
3. Click install.
5. Click install.
Results
Emergency Outreach is installed on your instance.
What to do next
Optionally install Employee Readiness Surveys to use with Emergency Outreach.
The Employee Readiness Surveys app enables you to evaluate the readiness
444
of your employees to return to the workplace using Emergency Outreach
notifications.
Install Employee Readiness Surveys to use with Emergency Outreach

You can install Employee Readiness Surveys if you have the admin role. Installing
Employee Readiness Surveys adds notification options to the Emergency
Outreach app. A default health readiness survey is provided as an example.
Before you begin

Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.
apps.
445
About this task

The Send Outreach form in Emergency Outreach has an option to send a survey
instead of a health status request. Users with the sn_imt_checkin.checkin_admin
role become owners of the example health readiness survey.
Procedure
2. Search for Employee Readiness Surveys.
3. Click install.
5. Click install.
Results
Employee Readiness Surveys is installed on your instance. Use it by navigating to
the Emergency Outreach app.
Components installed with Emergency Outreach

Several types of components are installed with Emergency Outreach, including
tables and user roles.

446
Roles installed
Emergency Outreach admin Can create a new • survey_creator

[sn_imt_checkin.checkin_admin] Emergency Outreach
notification and view the
responses received from
the user. Can create and
manage Safe Workplace
audiences. The Employee
Readiness Core app must
be installed.
Tables installed
Emergency Outreach tables
Table Description
Emergency Outreach Define the audience

[sn_imt_checkin_employee_check_in] and the notification
content to send to
the users.
Outreach Acknowledgements Define the outreach
[sn_imt_checkin_check_in_acknowledgement] acknowledgement
record and the
response received
from a user.
Response Options Define the responses
[sn_imt_checkin_response_option] that appear in the
notification message
to users.
Emergency Outreach Channels Create notification
[sn_imt_checkin_channels] channels using a
script or subflow,

447
Emergency Outreach tables (continued)
Table Description
such as for Slack

or Facebook
collaboration
platforms.
Health Verification Acknowledgements Define the daily
[sn_imt_checkin_health_verification_acknowledgement] health verification
acknowledgement
record and the
response received
from a user.
The table is available
for use only if you
also subscribe
®
to ServiceNow
Employee Health
Screening. The
data of this table
is displayed in the
Health Verification
Acknowledgements
related list when
you send the Daily
Health Verification
outreach notification
to employees.
Emergency Outreach Notification Channels Contains records
[sn_imt_checkin_m2m_channel_employee_check_in] connecting
Emergency
Outreach
notifications with the
notification channel
used when it was
sent.
Outreach Sysauto Script Contains scheduled
[sn_imt_checkin_outreach_sysauto_script] jobs for sending
outreach
notifications, such as
for daily contact logs

448
Emergency Outreach tables (continued)
Table Description
from the Contact

Tracing app.
Survey Instances Associates outreach
[sn_imt_m2m_asmt_assessment_instance_checkin] survey records with
survey instances for
better reporting.
Response Criteria Set of questions that
[sn_imt_checkin_response_criteria] determine whether
the response
script runs when
an employee
completes a survey
based on the
employee's answers
to those questions.
Response Script List of all response
[sn_imt_checkin_response_script] scripts. Response
scripts are used to
automatically take
actions based on
employee responses
to survey questions.
View Outreach Instance Logs List of outreach
[sn_imt_checkin_employee_check_in_log] surveys with
information about
their creation and
the status of their
survey instances.
Configure Emergency Outreach notifications

A user with the admin role can add email notifications to use for any of the apps
that communicate using Emergency Outreach. Each app provides a default
email notification as an example to help with planning a new notification.
Before you begin

Role required: admin and sn_imt_checkin.checkin_admin

449
About this task
The Emergency Outreach notification feature supports the following
applications and base system outreach notifications.
• Emergency Outreach: Request employee response indicating health status.
• Employee Readiness Surveys: Send a survey link with questions to determine
employee readiness to return to the workplace.
• Employee Health Screening: Request that employees acknowledge their
health status verification each day before they can return to the workplace.
• Contact Tracing:
◦ Schedule an email notification to request that employees in the workplace
list other employees they were in contact with.
◦ Schedule an email notification to request that employees review the
organization's privacy policy and provide their consent to use their data for
contact tracing.
◦ Send an email notification to potentially exposed contacts in an exposure
case to notify them that they might have been potentially exposed to an
affected employee at the workplace.
Procedure
1. Add an email notification to customize the send conditions and notification
content for an outreach.
2. Update the email notification used in the outreach notification.
3. Add a Safe Workplace audience for the employees to whom you want to
send the notification.
4. Configure response options if an outreach requires them.
5. Optional: Create additional notification channels, such as Slack or Microsoft
Teams through which you want to send notifications.
6. Optional: Add a survey such as the Employee Readiness survey to be sent
with the outreach notification.
(Optional) For information about selecting the survey, see .
For information about creating a survey, see Survey administration and Survey
designer.
7. Configure and send outreach email, mobile, and SMS notifications to your
employees.
Note: SMS notifications are available only for outreach

acknowledgments and daily health verifications.

450
Add email notifications for use with Emergency Outreach
Add an email notification to customize the send conditions and notification for
your employees and use it in place of the default notification for an Emergency
Outreach notification.
Before you begin

Review the default email notification to familiarize yourself with the way that
the notification is laid out and scripted. Use the default notification details to
prepare the information to use for the notification that you're adding.
Default email notifications by application
Application Notification name
Emergency Outreach Employee Check-ins

Employee Readiness Surveys Outreach Surveys
Employee Health Screening Daily Health Verification
Contact Tracing • Employee Daily Log Alert
• User Privacy Consent
• Notify Exposed Contact
Procedure
2. Click New.
Notification form
Outreach notification Required fields for configuring the email notification
Voluntary health Table field: Outreach Acknowledgements

check-in [sn_imt_checkin_check_in_acknowledgement]
When to send tab:
• Send when: Select Record inserted or update

• Conditions:
[User.Active][is][true]

451
[Notification count][changes] and

[Sys id] [starts with]
Outreach Surveys Table field: Assessment Instance

[asmt_assessment_instance]
When to send tab:
• Send when field: Select Event is fired

• Event name field: Select
sn_imt_checkin.survey_instance_notify
• Conditions:
[Assigned to.Active][is][true]
Daily Contact Log Table field: Daily Log Acknowledgements
[sn_imt_tracing_daily_log_acknowledgement]
When to send tab:

• Conditions:
[User.Active][is][true] and
[Acknowledgment Status][is not][Acknowledged]
User Privacy Consent Table field: User Privacy Notice and Consents
[sn_imt_tracing_user_privacy_consent]
When to send tab:

• Conditions:
[Parent consent][is empty] and
[Consent status][is][Not Acknowledged] and
[Notification count][changes] and
[Notification count][greater than or is][1] and
[Emergency Outreach.Email notification][is][true]
Notify Exposed Table field: Exposure Notice
Contact [sn_imt_tracing_exposure_notice]

452
When to send tab:

• Conditions:
[Notification count][changes]
Daily Health Table field: Health Verification Acknowledgements
Verification Outreach [sn_imt_checkin_health_verification_acknowledgement]
When to send tab:

• Conditions:
[Acknowledgment Status][is not][Acknowledged]
4. In the Advanced condition field, enter the code to associate the email
notification with the corresponding outreach notification.
• For the Outreach Surveys notification:
var checkInSysId = event.getValue('parm1');
var checkInGr = new GlideRecord('sn_imt_checkin_employee_check_in');
checkInGr.get(checkInSysId);
var thisNotificationSysId = '<your-sys_id>';
answer = checkInGr.getValue('notification') === thisNotificationSysId &&
checkInGr.email_notification;
• For other outreach notifications:

var thisNotificationSysId = '<your-sys_id>'
answer = current.employee_check_in.notification = thisNotificationSysId;
Replace the <your-sys_id> variable with the sys_id of the notification that
you're adding. To do so, right-click in the header, select the Copy sys_id
option, and paste the sys_id into the code line.
5. In the Who will receive tab, select the audience to whom the notification will
be sent.
You can also select the target audience while configuring or sending the
associated outreach notification. For more information, see Send notifications
for an emergency.

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6. In the What it will contain tab, enter the subject and text of the email
message.
Clear the email template if it does not apply to your outreach notification
or you have defined the email content in the corresponding outreach
notification.
7. Click Submit.
Notification.
9. Review the notification and modify as necessary.
10. Click Update.
Modify notifications used with Emergency Outreach

The administrator can modify email notifications used with Emergency
Outreach.
Before you begin

Review the details about planning for, creating, and modifying system
notifications by starting with Create an email notification.
Procedure
1. Navigate to Emergency Outreach > Send Outreach, and then select the
Content configuration tab.
2. In the Response Mode field, select the mode of the outreach notification to
change.
The default notification for that response mode appears. If it does not appear,
search for the notification by name and select it.
Default email notifications by application
Application Notification name
Emergency Outreach Employee Check-ins

Employee Readiness Surveys Outreach Surveys
Employee Health Screening Daily Health Verification
Contact Tracing • Employee Daily Log Alert
• User Privacy Consent
• Notify Exposed Contact

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3. Click the preview icon ( ) beside the Notification field, and then click Open
record.
4. In the notification record, modify the details of the notification.
Follow the requirements for the particular notification for the application. To
review the requirements for each application, see Add email notifications for
use with Emergency Outreach.
5. Click Preview Notification and verify your changes.
Ensure that the information required in the notification is correct and the links
are valid.
6. When you're finished, click Update.
Results
The modified notification is used for future outreach notifications for the
corresponding application.
Add a Safe Workplace audience for Emergency Outreach

Add a collection of users for Emergency Outreach notifications. Target specific
users based on criteria such as location, department, or group.
Before you begin

The Safe Workplace audience feature is available if you have purchased
Employee Readiness Core.
Procedure
1. Navigate to Emergency Outreach > Safe Workplace Audience and click New.
2. In the Name field, enter a descriptive name for the audience.
Example
For example, Building C Network Group or Facilities employees reporting to
Bob.
3. Indicate the users who should receive notifications.
Method Action
Select the users that you want to add

Add users manually
to the audience in the Users field.
Click the link to add a file in the Up
Upload a spreadsheet of users
load file field.

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Method Action
The header of the first column of the

spreadsheet must be user_name if you
upload a list of user IDs or email if you
upload a list of email addresses.
Note: If you have more than 500

entries, split the spreadsheet into
multiple files.
a. Select values for the Groups, Roles,

Companies, Locations, or Depart
ments fields.
b. Select a value in the Audience cri
teria field.
• Include all of the users listed in
the Users field and any additional
Use additional criteria based on common
users who fulfill at least one of the
User [sys_user] table fields
other criteria by selecting Any of
the criteria (OR).
• Include only users who fulfill all se
lected criteria by selecting All the
criteria (AND). Any users listed in
the Users field are included in the
audience only if they also fulfill all
the additional criteria.
a. Either retain the default setting of

the User [sys_user] table or select a
different table and select a column
in that table to view its fields.
The condition builder lists fields
based on your selection. Scroll to
Enter conditions in the condition builder
the bottom of the list and select
Show related fields to view fields
from related tables.
The number of users that the audi
ence will contain is shown below
the Audience criteria field. As you
add criteria, check this number to

456
Method Action
ensure that users are added and fil

tered as you intend.
b. Create the condition.

For example, you could specify one
floor of a particular building or users
who report to a particular manag
er.
4. Click Submit.
Configure Emergency Outreach response options

Configure the response options that employees choose from to respond to an
Emergency Outreach health status request. You can modify the base system
responses, add new responses, and deactivate responses you no longer use.
Before you begin

About this task

Response options appear in the Emergency Outreach email notification that
employees receive.

457
Email message with responses
Procedure
1. Navigate to Emergency Outreach > Response Options.
2. Optional: Change the text of a response option.
a. Open the response option.
b. Edit the text in the Response text field.
c. Click Update.
3. Optional: Change the order in which response options appear.
The easiest way to change the order is to use the list edit feature in the list
of response options. You can also open each option to update the order
number. Responses appear in numerical order.

458
a. In the Order list, double-click the order value to update.
b. Enter the number and click the green check mark icon.
c. Verify that the responses appear in the appropriate order by clicking the
Order column header until it is sorted in descending order.
4. Optional: Add a response option.
a. In the Response Options list, click New.
b. Fill in the fields.
Field Description
Response The text the user can select as a response.

text
Order The number that specifies the position of this response in the list.
To put the new response:
• First, give it the lowest number.
• In the middle, give it a number between the numbers of the
responses above and below.
• At the end, give it the latest number.
Response Read-only, unique value based on the response text.
value
Active Option for ensuring that this response option appears in the
notification.
SMS The number a user selects to reply to an SMS notification with
Option this response. Every SMS option must have a unique number.

459
Field Description
Note: Assign a number if your company will use this

response in SMS notifications.
Response The mode of the outreach notification, such as Outreach
mode Acknowledgements.
c. Click Submit.
5. Optional: Deactivate a response option by clearing the Active check box
and clicking Update.
Create an Emergency Outreach notification channel

Create a notification channel to send health status requests using your
company's preferred communication method, such as the Slack or Microsoft
Teams collaboration platforms. Create the notification channel using a script or
a subflow.
Before you begin

About this task

After you create a notification channel, you can select the channel when
sending a notification. The channel uses the specified subject and body, and
sends notifications to the users that you select when you send the health status
request.
For example, your company's IT network group has a Slack channel that they
monitor more closely than email. Create a Slack notification channel. To
communicate with IT network group members, select the group as the target
audience and select the Slack notification channel.
If the Email notification and Now Mobile Push notification check boxes are
selected, all three notifications are sent. To use only the Slack notification
channel, clear these two check boxes.
Procedure
1. Navigate to Emergency Outreach > Channels.
2. Click New.

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3. Enter the name of your notification channel.
Use a short name that indicates the communication method to make it easy
for the requester to pick the correct channel.
4. In the Subject field, enter the subject of your notification channel.
5. In the Body field, enter the body message.
6. Create a script notification channel.
a. In the Notification type field, leave the default notification type of Script.
b. In the Script field, replace the code in the comment with the script to
connect to your channel.
Example
{
// sendNotification(responses.acknowledgementsGr.user.email,
channelGr.subject, channelGr.body);
}

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For information about JavaScript APIs for GlideRecord, see GlideRecord -
Scoped.
c. Click Submit.
Example
The following example includes code to count the number of
acknowledgements and survey instances generated when the notification is
sent. It displays the number of acknowledgements and survey instances that
succeeded. Use this information to review and handle errors that appear in
the Delivery Log related list in the Outreach record.
var record = responses.mode === 'acknowledgements'
? responses.acknowledgementsGr
: responses.surveyInstancesGr;
var totalCount = record.getRowCount();
var numSent = 0;
while (record.next()) {
try {
// sendNotification(record.user.email, channelGr.subject, channelGr.body)
numSent += 1;
} catch (err) {
gs.error('Error occurred: ' + err.message);
}
}
return { total_count: totalCount, sent_count: numSent };
7. Create a subflow notification channel.
a. Create a subflow to use in the outreach notification.

For information about creating, publishing, and testing subflows, see
Subflows.
Use the following inputs in the subflow that you create:
• mode (string)
• akcnowledgements (Records of
sn_imt_checkin_check_in_acknowledgement)
If the mode is acknowledgements, then acknowledgements are set to a
valid GlideRecord and survey_instances is null.
• survey_instances (Records of asmt_assessment_instance)

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If the mode is survey_instances, then survey_instances is set to a valid
GlideRecord and acknowledgements is null.
• channel (Reference of sn_imt_checkin_channels)
The following outputs are optional:
• total_count (integer)
• sent_count (integer)
To review these outputs, include the number of total acknowledgements or
surveys versus the successful acknowledgements or surveys.
b. Select the Subflow notification type.

The Script section changes to Flow, and the Subflow reference field
appears.
c. Select the subflow that you created.

8. Click Submit.
Trouble?
When an outreach is sent using a custom notification channel, a Delivery Logs
related list appears in the Outreach message.
1. Test the notification channel for an outreach message, and open the failed
record to review the error message.
2. Fix errors that caused the notification to fail.
3. Continue testing the notification channel until it no longer fails.
Example: Slack channel script

Note: The following script is for reference only. Refer to it when you
develop a notification channel script for your environment.

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var createClient = function () {
var client = new sn_ws.RESTMessageV2();
client.setRequestHeader('Authorization', 'Bearer
xoxb-222222222222-1111111111111-000000000000000000000000');
client.setRequestHeader("Accept", "application/json");
client.setRequestHeader('Content-type', 'application/json');
return client;
};
var getEmailToSlackIdMap = function (users) {

var emailToSlackIdMap = {};
for (var i = 0; i < users.length; i++) {
var email = users[i].profile.email;
if (email) {
emailToSlackIdMap[email] = users[i].id;
}
}
return emailToSlackIdMap;
};
var runSlackCommand = function (method, params) {

var client = createClient();
client.setHttpMethod('post');
client.setEndpoint('https://slack.com/api/' + method);
client.setRequestBody(JSON.stringify(params));
var response = client.execute();
if (response.getStatusCode() < 200 || response.getStatusCode() > 299) {
throw new Error('Failure running ' + method + ':\n' + response.getBody());
}
var body = JSON.parse(response.getBody());

if (!body.ok) {
throw new Error(body.error);
}
return body;
};
var sendMessage = function (userId, message) {

var openConversationResponse = runSlackCommand('conversations.open', { users:
userId });
var channel = openConversationResponse.channel.id;

464
runSlackCommand('chat.postMessage', { channel: channel, text: message });
};
var users = runSlackCommand('users.list').members;

var emailToSlackIdMap = getEmailToSlackIdMap(users);
var body = channelGr.getValue('body') || '<p></p>';
var record = responses.mode === 'acknowledgements' ? responses.acknowledgementsGr :
responses.surveyInstancesGr;
var numSent = 0;
while (record.next()) {
var email = record.user.email + '';
var link = responses.mode === 'acknowledgements'

? gs.getProperty('glide.servlet.uri') + record.getLink(true)
: gs.getProperty('glide.servlet.uri') + 'sp?id=take_survey&instance_id=' +
record.getUniqueValue();
var message = body + '\n' + link;
var slackId = emailToSlackIdMap[email];

if (slackId) {
sendMessage(slackId, message);
numSent += 1;
}
}
return { sent_count: numSent };

Modify or add Employee Readiness Surveys

Review the Employee workplace readiness survey that is installed with the
Employee Readiness Surveys app. Modify the survey, or create one or more
surveys to use based on the readiness concerns that you want to address and
any legal obligations under applicable law, including data protection laws.
Before you begin

Familiarize yourself with Survey administration. Then meet with other emergency
response team stakeholders to plan the changes to the survey. Decide whether
to edit the existing survey before you send it to employees, or to create one or
more new surveys.
admin

465
About this task
Users with the sn_imt_checkin.checkin_admin role have the survey_creator
role, and are made owners of the default readiness survey. Users with the
survey_creator role can edit or copy the default survey. These users can also
add another readiness survey and add other users as owners to collaborate with
them.
Survey definition owners

466
Procedure
1. Navigate to Surveys > View Surveys and open the Employee workplace
readiness survey.
2. Using the plan that you made for changing the survey, update any of the
following survey elements.
Option Description
Click the lock icon ( ) beside

Add owners Owners to unlock the list of survey
owners. Add the user to collaborate
with on this survey.
Click the Introduction & End Notes
Update the introductory and ending text
section tab and update the text.

467
Option Description
a. In the Metric Categories related list,

click Please complete this confi
dential survey. Questions appear in
the Assessment Metrics related list.
Work with the questions
b. Click the question to open the Sur
vey Question form. Modify and
complete your edits. The answers
are listed in the Assessment Metric
In the Assessment Metric Definitions
Work with the question responses related list, select the response to ed
it. Update the response as desired.
3. Complete any other changes to the survey options, and click Update.
Results
The modified survey is used for future outreach surveys.
Add additional Employee Readiness Surveys

Create one or more surveys to use for different workplaces or to evaluate other
areas of concern. Start by planning the surveys carefully to gather the best data
for your evaluation of readiness to return to the workplace.
Before you begin

admin
About this task

Consider how you want to begin to reopen your workplace, and what you
must understand about the employees before you can begin. Work with a
user with the survey_admin role in your company to plan the types of questions
and responses for the survey. For information about adding surveys, see Survey
administration and Survey designer.
Procedure
• To create a survey, navigate to Surveys > View Surveys.
• Select New or Survey Designer and enter the information to complete the
survey from the plan that you made.

468
Decide on a naming convention to use for surveys, so that a user with the
sn_imt_checkin.checkin_admin role knows which one to select when sending
outreach surveys. For example, Readiness survey India or Customer service
employees return readiness.
Related information
Send a readiness survey in Emergency Outreach
Send notifications for an emergency

Use Emergency Outreach to notify users to report their health status. Use
Emergency Outreach also to quickly notify users of important information if there
is an emergency.
Before you begin

®
Users must have the Now Mobile app installed on their phones to receive
Note the following requirements to be able to send and receive SMS
notifications:
• Your company must have a Safe Workplace suite subscription and Employee
Readiness Core installed.
• Your company must have a Twilio account and phone number.
• The Notify plug-in and the Notify-Twilio Direct driver must be enabled.
• The Label for your number in Notify > Messages must be set to Outreach.
For more information on configuring Notify and the Notify-Twilio Direct driver, see
Notify.
About this task

Emergency Outreach is available in the ServiceNow Store without a subscription.
The base system provides a notification that requests a response from the
recipient regarding their health status. The responses are stored as outreach
records and the health status is updated each time the user responds with a
change.
Some of the Safe Workplace suite apps leverage the Emergency Outreach
notification feature to communicate with users. The Safe Workplace suite apps
provide more flexible functions than using Emergency Outreach as a standalone
app.

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• Employee Readiness Surveys provides notification with a survey link to assess
user readiness to return to the workplace.
• Employee Readiness Core provides the ability to use Safe Workplace
audiences to simplify the selection of recipients for an outreach.
• Employee Health Screening: Request that users acknowledge their health
status verification each day before they can return to the workplace.
• Contact Tracing supports these outreach notification needs:
◦ A scheduled notification for returning users to fill out a daily contact log.
◦ A request to review the organization's privacy policy and provide consent to
use their contact tracing data.
The following procedure is applicable to the use of Emergency Outreach as a

standalone app or with Safe Workplace suite applications.
Procedure
1. Navigate to Emergency Outreach > Send Outreach.
2. Enter a name that describes the purpose of the outreach notification.
Example
For example, Global health status check-in or London office health status
check-in.
3. Optional: In the Description field, describe the purpose for sending the
outreach.
4. On the When to run tab, specify when the outreach should be sent.
Option Action
To send the notification Keep the default Mode value of None. The outreach is
on demand sent when you click Send Notification.
a. Set the mode to Scheduled.

b. In the Run field, indicate how often the outreach
should be sent. The options are Daily, Weekly,
To schedule the notifica Monthly, or Once.
tion
• For daily outreaches, enter the time that you want
to send the outreach. You can specify hours, min
utes, and seconds. For example, enter 17:30:00 to
send the outreach at 5:30 p.m. If you don't want

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Option Action
the outreach to be sent on certain days of the

week, select those days in the Exclude field.
• For weekly outreaches, select the day of the week
and the time you want to send the outreach.
• For monthly outreaches, select the day of the
month and the time you want to send the out
reach. If you select a day that does not exist in all
months, for example 31, the outreach will run on
the last day of the month.
• For outreaches that are only sent once, schedule
the date and time that you want to send the out
reach in the Starting field.
c. (Optional) To send the outreach based on the time
zone set in the user profile, select the Send in local
time check box.
The outreach messages reference a send time
based on the time zone of the user sending the noti
fication. For example, if the sender is in the US Pacific
time zone, an outreach scheduled to be sent at 4:30
p.m. shows a send time of 16:30:00 for users in that
time zone and 18:30:00 (6:30 p.m.) for users in the US
Central time zone because the Pacific time zone is
two hours earlier than the Central time zone.
Note:
In prior releases of Emergency Outreach, notification scheduling was
configured by clicking Schedule and entering details in a pop-up
window. Scheduling is now configured on the When to run tab.
Scheduled outreaches that you sent prior to upgrading provide the
previous scheduling function if you need to resend it. This functionality
provides the flexibility to set up new scheduled outreaches and to resend
prior scheduled outreaches.
5. To identify who will receive the outreach, perform one of the following actions.
Installed apps Action
Emergency Outreach On the Select targeted audience tab, select the com
standalone bination of users to send the outreach notification to.

471
Installed apps Action
Choose from user lists, groups, departments, locations,

or other search filters such as building, cost center, or
country code.
On the Safe Workplace Audience tab, select the
With Safe Workplace name of the audience to send the outreach notifica
tion to.
6. Click Save.
The outreach details are saved and related lists appear. The Additional
Channels related list is used to specify additional custom channels to use
when you send the notification. Other related lists are filled in with outreach
recipients and their status after you send the notification.
7. Click the Content configuration tab and leave the default response mode
Outreach Acknowledgements.
8. On the Content configuration tab, specify how to send the outreach
notification.
Option Action
Disable the email notification Clear the Email check box.
Select a different notification Click the lookup icon ( ) and select the notifi
cation to use.
Modify the subject and body as desired.
Review and edit the intro The default message template asks users to submit
ductory message their health status regarding infectious diseases,
such as COVID-19. The user selects a response from
a list of possible responses.
a. Select the Now Mobile Push Notification check

box.
The check box is active if the ServiceNow Now
Mobile App Screens and Applet Launcher
Send a mobile push notifica [com.glide.mobile-employee] is activated. The
tion push notification content appears when the
check box is active, and you can modify it.
b. Modify the push message text as desired.
plication notification device. When mobile appli

472
Option Action
cation is registered to an instance, this notification

fication preferences. Ensure that this device is ac
tive for the users that you want to receive the push
notification.
a. Select the Message via SMS check box.

b. Modify the SMS message text.
Note: For existing outreaches, if Message

via SMS is selected, the SMS message is not
Send an SMS notification
autopopulated.
c. Click Save.
SMS reply options are dynamically populated from
the Response Options [sn_imt_checkin_response_
option] table.

Edit, and move the channel to the Additional
Channels List.
Use a custom notification b. Click Save.

channel If the Email notification, Now Mobile Push notifica
tion, and Message via SMS check boxes are se
lected, all four notifications are sent. To use only
the custom notification channel, clear these three
check boxes.
9. Click Send Notification.

The notification is sent immediately or at the time specified on the When
to run tab. As responses are received, they appear in the Outreach
Acknowledgements related list.
What to do next
Review the Emergency Outreach acknowledgements.
Related information
Contact Tracing

473
Send a readiness survey and view responses
Send notifications for daily health verification
Review Emergency Outreach acknowledgements

Review the list of acknowledgements from an outreach notification to see each
employee's status. Resend the outreach notification to employees who did not
respond.
Before you begin

Procedure
1. Navigate to Emergency Outreach > View Outreaches and open the outreach
notification to view.
Responses are listed in the Outreach Acknowledgements related list. As
employees respond to the notification, their records are updated with their
status and whether they responded by email, mobile, or SMS.
If employees haven't responded yet, click Resend Notification. The notification

is sent again only to employees who have not yet responded.
Note: If employees update their status in a subsequent email,

the employee’s record is updated in the original event and in the
dashboard. Employees cannot change their status through mobile push
notifications.
Trouble?
related list appears in the outreach record. It lists successful and failed log
records for the notification that you sent.
Depending on how the notification channel was created, success messages
can show the number of notifications that were successfully sent, and the total

474
number of notifications that were requested. If the total count is higher than
the sent count, the difference is the number of notifications that failed.
Open the record and investigate the cause of the errors. Correct the cause of
the failures, or use another notification method for the users whose notification
was not sent.
2. Optional: View the Emergency Outreach dashboard, which summarizes data
from employee notification events.
a. Navigate to Emergency Outreach > View Dashboard.
b. Review the accumulated notification data and trend.
c. Click an event in the Events pie chart to show its data.
Send notifications for daily health verification

Use Emergency Outreach to notify users to report their daily health status.
Before you begin

®
Users must have the Now Mobile app installed on their phones to receive
Note the following requirements to be able to send and receive SMS
notifications:
475
• Your company must have a Safe Workplace suite subscription and Employee
Readiness Core installed.
• Your company must have a Twilio account and phone number.
• The Notify plug-in and the Notify-Twilio Direct driver must be enabled.
• The Label for your number in Notify > Messages must be set to Outreach.
For more information on configuring Notify and the Notify-Twilio Direct driver, see
Notify.
Procedure
2. Enter a name that describes the purpose of the outreach notification.
Example
For example, Global daily health verification or London office daily health
verification.
outreach.
Option Action

Monthly, or Once.
To schedule the notifica
tion
utes, and seconds. For example, enter 17:30:00 to
send the outreach at 5:30 p.m. If you don't want

476
Option Action

time check box.
Note:
5. Identify who will receive the outreach notification through either the
Emergency Outreach or Safe Workplace application.
App Action
On the Select targeted audience tab, select the com

bination of users to send the outreach notification to.
Emergency Outreach
standalone Choose from user lists, groups, departments, locations,
country code.

477
App Action

Safe Workplace name of the audience to send the outreach notifica
tion to.
6. Click Save.
The outreach details are saved and related lists appear. You can use the
Additional Channels related list to specify additional custom channels to
use when you send the notification. Other related lists are populated with
outreach recipients and their statuses after you send the notification.
7. Click the Content configuration tab and select the response mode Daily
Health Verification.
8. On the Content configuration tab, specify how to send the outreach
notification.
Option Action
Select a different notification Click the lookup icon ( ) and select Daily
Health Verification.
Modify the subject and body.
Review and edit the intro The notification includes the link to the daily health
ductory message verification form that the user can submit in the in
stance or mobile app.

box.
Mobile App Screens and Applet Launcher
[com.glide.mobile-employee] is activated. The
push notification content appears when the
Send a mobile push notifica
check box is active.
tion

478
Option Action
notification.
a. Select the Message via SMS check box.

b. Modify the SMS message text as required.
Note: For existing outreaches, if Message

via SMS is selected, then the SMS message
is not autopopulated.
Send an SMS notification c. Click Save.
A daily health verification link is not sent when you
send an SMS notification. Users respond to the SMS
message directly with their status.
SMS reply options are dynamically populated from
the Response Options table [sn_imt_checkin_re
sponse_option].

Channels List.

channel If the Email notification, Now Mobile Push notifica
tion, and Message via SMS check boxes are se
lected, all four notifications are sent. To use only
the custom notification channel, clear these three
check boxes.

The notification is sent immediately or at the time specified on the When to
run tab. As responses are received, they appear in the Health Verification
Acknowledgements related list. New records are created for each day in the
Health Verification Acknowledgements related list for each user included in
the target audience.
What to do next
Review the daily health verification acknowledgements. Resend the notification
to users who have not responded for the day. If a user submits a response via a
previous day notification, the status is updated for the notification of the latest
date sent to the user.

479
For example, say you send the daily health notification to Zane from August 1
to August 10. If Zane uses the link in the notification sent on August 4, then the
acknowledgement status for Zane is updated in the notification sent on August
10.
Related information
Contact Tracing
Review daily health verification acknowledgements

Review the list of acknowledgements from the daily health verification
notification to see each user's status. Resend the outreach notification to users
who did not respond.
Before you begin

Procedure
2. Open the Daily Health Verification outreach notification.
Responses are listed in the Health Verification Acknowledgements related
list. As users respond to the notification, their records are updated with their
acknowledgements statuses.
If users haven't responded yet, click Resend Notification. The notification is sent
again only to users who have not yet responded.
Note: If users submit their status in a subsequent email, the user’s record is
updated in the original event for the day.
New records are created in the Health Verification Acknowledgements
related list for each user included in the target audience. If a user submits
a response through a previous day's notification, the response is updated
for the latest date the user was sent the notification.

Use Emergency Outreach to send a workplace readiness survey. Review the
survey responses to assist with your plans to reopen your workplace.

480
Before you begin
In order to send a survey, you must have the Employee Readiness Surveys
application installed.
®
Procedure
2. Enter a name that describes the purpose of the survey.
Example
For example, "San Diego readiness survey" or "Employee readiness Europe."
outreach survey.
Option Action

Monthly, or Once.
To schedule the notifica utes, and seconds. For example, enter 17:30:00 to
tion send the outreach at 5:30 p.m. If you don't want

481
Option Action

time check box.
Note:
5. Identify who will receive the outreach notification through either the
Emergency Outreach or Safe Workplace application.
App Action
On the Select targeted audience tab, select the com

bination of users to send the outreach notification to.
Emergency Outreach
standalone Choose from user lists, groups, departments, locations,
country code.
Safe Workplace name of the audience to send the outreach notifica
tion to.
6. Click Save.
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The survey outreach details are saved and related lists appear. The Additional
Channels related list is used to specify additional custom channels to use
when you send the survey notification. The Survey Instances related list is
filled in with outreach recipients and their survey status after you send the
notification.
7. Click the Content configuration tab, and in the Response Mode field, select
Survey.
Use the Status field that appears on the outreach form to confirm the creation
status of your survey instances when you send the notification.
8. Select the survey to use or keep the default Employee workplace readiness
survey.
9. To set a due date for the survey, enter a value in the Duration field.
The Duration field sets the amount of time allowed to complete assigned
survey instances, starting from the time that the survey instance is generated.
The survey instances created for the outreach use the Duration field for their
due date instead of the Assessment duration field on the survey.
10. Specify how to send the outreach notification.
Option Action
Select the survey to use or keep the default Em

Select the survey
ployee workplace readiness survey.
Select a different notification Click the lookup icon ( ) and select the notifi
cation to use.
Modify the subject and body as desired.
Review and edit the intro
ductory message The notification includes the survey link that the
employee can take in the instance or mobile app.

box.
Send a mobile push notifica Mobile App Screens and Applet Launcher
tion [com.glide.mobile-employee] is activated. The
push notification content appears when the
check box is active, and you can modify it.

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Option Action

notification.

Channels List.
channel
If the Email notification and Now Mobile Push no
tification check boxes are selected, all three noti
fications are sent. To use only the custom notifica
tion channel, clear these two check boxes.

The notification and survey link are sent to the target audience. A survey
instance is created for each recipient, with the status Ready to take.
When you send the outreach survey notification, any open survey instances
for the recipients are canceled. When you resend a notification for an
outreach, the open survey instances are not canceled.
If you have a recurring scheduled outreach, such as a survey that is sent daily
or weekly, each time the outreach is sent, the open surveys from the previous
day or week are canceled.
You can't create an outreach survey notification if the survey is being used in
a scheduled outreach notification.
After the notification is sent, the Emergency Outreach Instance Logs related
list is displayed. The Instance creation status field values match the status on
the outreach form.
• Success: An instance was created for every recipient in the target

audience. The number of Assessment instances created should match the
number of Target assessment instances or recipients of the survey.
• Partial Success: An instance was created for some recipients in the target
audience but not all of them. The number of Target assessment instances
and Assessment instances created do not match.

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Send the notifications to users who did not receive a notification or instance
by clicking Send to Remaining.
• Failed: No instances were created and no surveys were sent.

Resend the notification to all users by clicking Send Notification again.
12. To view survey instances, navigate to Emergency Outreach > View
Outreaches and open the survey notification to view.
Note: Users with the sn_imt_checkin.checkin_admin role can see all

survey instances. Users who have been assigned the survey can see only
their own survey instances.
As employees complete the survey, the status updates in their survey instance.
If employees haven't responded yet and instances were successfully created
for all users, click Resend Notification. The notification is sent again only to
employees who have not yet responded.
Trouble?
related list appears in the outreach record. It lists successful and failed log
records for the notification that you sent.
Depending on how the notification channel was created, success messages
can show the number of notifications that were successfully sent, and the total
number of notifications that were requested. If the total count is higher than
the sent count, the difference is the number of notifications that failed.
Open the record and investigate the cause of the errors. Correct the cause of
the failures, or use another notification method for the users whose notification
was not sent.

485
13. To view the status of Outreach instances, navigate to Emergency Outreach >
View Outreach Instance Logs.
14. To view the interactive scorecard showing all responses and the results, click
the View Survey Scorecard related link.
Click any area of a chart to see the corresponding records.
Report your health status

If you receive an email, mobile push notification, or SMS notification to report
your health status, you can update your status from the message.
Before you begin

®
Role required: none

486
Procedure
• To reply to an email notification, select a response from the message and
email it.
Example
• To reply to a mobile push notification:

2. In the message, tap Check In.
3. Optional: On the Check In screen, provide your location and additional
comments.
4. Tap Status and then select a response.

487
Example
• To reply to an SMS notification:

1. Open the SMS message on your phone.
2. Reply with the number of your response.
Results
After you reply to the notification, your response is sent to you and your
employer. A record for your response is also updated. Your personal information
is secure. Only the staff managing the health situation have access to your
response.
Response scripts
Use response scripts to automatically take actions based on user responses to
survey questions. Response scripts can be used to create or update records
across any of the Emergency Response Management and Safe Workplace suite
apps.
Each response script is associated with a survey. The response script runs if a user
completes the associated survey and their answers match the response criteria.
Note: The Employee Readiness Surveys app must be installed to use

response scripts.
Included response scripts

Emergency Outreach provides the pre-built Request PPE response script.
The Request PPE response script requires the Workplace PPE Inventory
Management app. This response script creates a PPE request for employees who

488
complete the Employee workplace readiness survey and meet the response
criteria for the health status, travel, and ready to return to the workplace
questions.
The Request PPE response script is not active by default and must be manually
activated. It is ready to activate without any modifications, but you can choose
to edit the script to meet your company's needs. To activate the Request PPE
response script, navigate to Emergency Outreach > Response Scripts and click
the Request PPE record. Select the Active check box, then click Update.
If you need to perform additional actions based on survey responses, you can
create additional response scripts. Use the included Request PPE response script
as an example to help create your own response scripts.
Create a response script

Create a response script to automatically create or update records based on
user responses to survey questions.
Before you begin

Role required: sn_imt_checkin.checkin_admin
About this task

Response scripts can be used to create or update records across any of the
Emergency Response Management and Safe Workplace suite apps. For
example, you could create a response script to reserve a workspace for a user
who is ready to return to the workplace.
Procedure
1. Navigate to Emergency Outreach > Response Scripts and click New.
Response script form
Field Description
Active Selected.
Name Name of the script.
Survey Survey that causes the script to run.
When a survey instance is completed by a user, the script runs if the
user's responses to the survey questions match the response criteria.
Script Script to insert or update a record.
The script should perform the following steps.

489
Field Description
• Get the sys_id for the user who submitted the survey.
var userSysId = userGr.getUniqueValue();
Note: The userGr variable is defined in the Run Response

Scripts action. This action is used by the Response Script
Actions flow, which runs the response scripts when a user
completes a survey and fulfills the response criteria. The
userGr variable is a user GlideRecord, so you can use it to
get additional fields from the user as needed. For example,
userGr.getValue(‘location’) gets the user's location.
• If the plugin that installs the table you want to write to is active,
insert or update a record for the user.
Note: The following code is provided as an example only.

You must provide the correct plugin, table, and field names
in your script, and make any additional modifications that
you require.
//example code to insert a record

if (GlidePluginManager.isActive('plugin_name')) {
var now_GR = new GlideRecord('table_name');
now_GR.initialize();
now_GR.user_field = userSysId;
now_GR.field = 'value';
//update additional fields here as needed
now_GR.insert();
}
//example code to update an existing record associated with the user

now_GR.get('user_field', userSysId);
now_GR.field_to_update = 'value';
now_GR.update();
}
//example code to update multiple existing records associated with the

user
now_GR.addQuery('user_field', userSysId);

490
Field Description
now_GR.setValue('field_to_update', 'value');
now_GR.updateMultiple();
}
3. Save the response script record using the form context menu.
The Response Criteria related list is automatically populated with all questions
from the associated survey.
4. Edit the response criteria to define the answers a user must provide for the
response script to run.
a. Define the required answer in the response criteria for relevant questions.
b. Delete the response criteria for any questions that don't require a specific
answer.
5. Click Update.
Domain separation for Emergency Outreach

This application fully supports domain separation service provider (SP) use cases.
The following table lists the domain separation use cases for service providers
(SPs) using this application.
Domain separation use cases
Use case Functions Limitations
SP Internal - SP check-in admin uses the Yes None

application to contact internal employees by
email or through Now Mobile App.
SP External - SP check-in admin uses the Yes None
application to contact tenant employees by
email or through Now Mobile App.
Tenant - Tenant check-in admin uses the Yes None
application to contact their employees (in
their domain only) by email or through Now
Mobile app.
Some modules in the Emergency Outreach application are affected by domain

separation.
SEND OUTREACH module (Create New for employee check-in table)

491
• Notification can be configured to target users, groups,
departments, locations or customized for conditional criteria
• Email is standard HTML
• Domain column exists
RESPONSE OPTIONS module (Notification responses table)

• Shows response links that appear in notifications
VIEW OUTREACHES module (Employee check-in table)

• Shows notification structure and a related list that contains all
responses (Table: Check-In Acknowledgement); the response
table has domain column row and business logic protections
• Can output an Excel spreadsheet that displays current responses
and status
DASHBOARD module
• Reporting dashboard, shows aggregate of all notifications and

their acknowledgment status

®
During a crisis, the ServiceNow Emergency Self Report application gives users a
way to notify their organization of their health status. It also provides a workflow
for qualified users to safely return to work. Managers and response teams can
track user reporting.
In contrast to email or phone reporting and manual data consolidation,
Emergency Self Report provides a digital workflow that captures and
automatically rolls up user reporting data for analysis and action. The
application offers benefits for various people within the organization, with
different views displayed for various roles.

492
Users can report their status

A menu-driven interface enables users to report their status to their managers.
Users can use the same interface to update their manager and global response
team when they are ready to return to work. Managers can notify users when
they may return.
User view
®
If ServiceNow Contact Tracing is installed, a case is created automatically for a
user who self-reports as being in quarantine. If an active case exists for the user
at the time of reporting, a note is added to the case for the self-reporting.
Managers can monitor the status of their teams

Managers can view a summary of their team’s reported status and the details
of an individual person. They can reassign an affected user’s work to others on
the team if the work is tracked in the ServiceNow instance. If users don't have
access to the application, the manager can submit a report on their behalf.

493
Manager view
Response teams can view the status of all teams

Response teams can view an overview dashboard that summarizes the status
for all self-reported users. Data can be viewed and sorted in multiple ways for
analysis and action.

494
Response team view
Response team can work with HR tasks

HR tasks are created when a user self-reports. Each HR task is associated with a
self-reported crisis task. The response team member can navigate to Emergency
Self Response > HR tasks to view the list.

495
HR tasks
HR tasks do not have a specific workflow associated with them. They are
created in the Open state, and closing the associated crisis task does not affect
the HR task. Your organization can determine how to use or manage HR tasks, if
at all. Review the HR task form to determine whether it can be of use within your
response strategy.

Emergency Self Report was originally developed to monitor and aid in stopping
the community spread of COVID-19 among users. It is part of the suite of
®
ServiceNow Emergency Response Management applications built on the
®
Now Platform to assist companies in their emergency response efforts. With
the Emergency Exposure Management application, you can identify users
who might have been exposed. You can then contact affected users through
the Emergency Outreach application. Both applications are available in the
ServiceNow Store.

guidelines.
Type Instructions
®
the application.

496
Type Instructions

more information.
the SHOT team.
more information.
more information.



497
permissible.
Set up Emergency Self Report

To set up Emergency Self Report, install the application. Then configure user
access, a dedicated knowledge base, and system properties.
Install Emergency Self Report

You can install Emergency Self Report if you have the admin role.
Before you begin

Type Instructions
®
the application.
more information.
the SHOT team.
more information.

498
Type Instructions

more information.
apps.
Procedure
2. Search for Emergency Self Report.
3. Click Install.
5. Click Install.

499
Results
The Emergency Self Report application is installed on your instance.
Components installed with Emergency Self Report

Several types of components are installed with Emergency Self Report, including
Roles installed
Self report user Access the • None

[sn_imt_quarantine.crisis_task_user] Emergency
Self Report
Dashboard to
report health
status.
Crisis task users View and • import_admin
[sn_imt_quarantine.humanResourceTeam] manage HR tasks,
submit updates
for other users,
and import crisis
tasks.
Also grant the self
report user role.
Tables installed
Table Description
Crisis Task Contains all self report crisis tasks, including

[sn_imt_quarantine_crisis_task] HR crisis tasks.
Crisis Task Status Log Contains a history of all reported

[sn_imt_quarantine_crisis_task_status_log] health statuses for each user. This
table is only populated when the

500
Table Description
sn_imt_quarantine.enable.health.status.log
property is set to true.
Bulk Import Crisis Tasks The Import Set table for importing reported
[sn_imt_quarantine_bulk_load_crisis_task] health statuses from an Excel spreadsheet
to create crisis tasks in bulk. When you
load data from the Excel file into the
application, the imported records are first
saved in this import set table. After you run
the transform or execute the scheduled
import script, the records are copied to the
Crisis Task table.
Configure Emergency Self Report

Configure Emergency Self Report to align with your business needs.
Before you begin

About this task

Complete the following configurations as needed.
• Grant app access to the appropriate response team members.
• Specify custom system messages to help your users and response team
members.
• Set system properties to control how you use Emergency Self Report.
• Configure user health status choices.
• Create a dedicated knowledge base and add it to your Service Portal.
Procedure
1. Add the default application user roles to appropriate groups.
The application provides the following default roles in the sys_user_role table:
sn_imt_quarantine.crisis_task_user
Enables group members or individuals to submit a health alert for
themselves. Managers can also submit and monitor alerts for their
direct reports.
sn_imt_quarantine.humanResourceTeam
Enables group members, such as HR or Global Security team
members, to manage the reported health alerts.

501
For information about how to assign roles to groups, see Roles.
2. Navigate to Emergency Self Report > UI Configuration, set the desired
message values, and then click Update.
Property name Description
sn_imt_quarantine.crisisSubmitMessage Configure the message that is displayed to us
Example confirmation message
sn_imt_quarantine.openTasksInfoMessage Configure a tooltip for managers who are vie
Example message for open tasks
3. Navigate to Emergency Self Report > Emergency Self Report Properties, set the
desired property values, and then click Update.
sn_imt_quarantine.enable.health.status.log When this property is set to

true, a new record is created in
the Crisis Task Status Log table
[sn_imt_quarantine_crisis_task_sta
every time that a user health stat
update is submitted. Crisis task re
have a Crisis Task Status Logs rela
that shows all health status upda
that crisis task. When this property
to false, the Crisis Task Status Log
not populated.

502
The default value is false.

sn_imt_quarantine.data.retention.period Sets the number of days that rec
stored in the Crisis Task Status Log
[sn_imt_quarantine_crisis_task_sta
before they are deleted.
sn_imt_quarantine.fetchTaskQuery Determines the data that is visible
Emergency Self Report dashboar
My direct reports' open tasks sec
The default value is to show only
P2 requests, incidents for the last
and those assigned to the mana
direct reports:
sys_created_on>=javascript:gs.beginni
Month()
âctive=trueâssigned_to.managerDYNAM
1e5f510100a9ad2572f2b477fe
^sys_class_name=incidentÔRsys_class_
task
ÔRsys_class_name=sc_request^priority
sn_imt_quarantine.healthStatusChangeTaskBehavior Sets the behavior of crisis tasks fo

who update their health status a
their most recent crisis task is clos
When the value is update, the use
recent HR crisis task is reopened a
their health status is updated with
new reported status. When the v
create, a new HR crisis task is crea
an open one doesn’t already ex
the user's newly reported status.
The default value is update.
sn_imt_quarantine.healthStatusesToTriggerTaskReopen Sets the health statuses that reop
tasks or create new tasks if report
by a user after their most recent c
task is closed. By default, the stat
that reopen or create new tasks
quarantine and Reporting sympto

503
sn_imt_quarantine.hrGroup Members of the global response

who will have access to your tea
records. You can add a role to a
to act as a global response team
can add the role directly to the u
sn_imt_quarantine.MaxOrgLevelLimit Number of levels in your organiza
structure.
For example, If you have CEO, VP
Director, Manager, and Individua
Contributors, you have five levels
organization structure.
sn_imt_quarantine.outSickDuration The time frame (in days) after wh
users are safe to return to work if
sn_imt_quarantine.quarantineDuration The time frame (in days) after wh
users are safe to return to work if
quarantined.
4. Configure the check-in choices that the user can select.
a. Navigate to System Definition > Choice Lists.
b. Set a search filter with the following conditions:

• [Table] [is] [sn_imt_quarantine_crisis_task]
• [Element] [is] [request_type]
c. Change the label or value for choices in the list, or add new values.
d. Click Update.
5. Configure knowledge articles about the emergency event.
For example, provide local regulations, organization policies, and how-to
information.
a. Create a knowledge base to contain the application's articles.

b. Navigate to Service Portal > Pages.

504
c. Search for ID self_report_dashboard and click the record.
d. Click the Emergency Self Report - Container 2 link.
e. Under Column 2, click Instance of Simple List.
f. On the Table & Filter tab, name the knowledge base by setting the following
filter condition: [Knowledge Base] [is] [<name>].
g. Associate application articles with the application knowledge base.
Report and track health statuses during an emergency

Emergency Self Report is used by users to self-report their health status, by
managers to track the health status of their users, and by response teams to
view the status for all users and sort the data for analysis and action.
Before you begin

• To report your health status or as a manager to report and monitor the health
status of your team, the sn_imt_quarantine.crisis_task_user role is required.
• To view all reported health alerts if you're part of a response team, the
sn_imt_quarantine.humanResourceTeam role is required.
About this task

The workflow for Emergency Self Report begins with users self-reporting their
health status, managers determining the actions that must be taken related to
the user's status, and a response team evaluating a unified view of the status of
all reporting users.
Procedure
• To report your health status:
1. Navigate to Emergency Self Report > Emergency Self Report Dashboard.
Note: To report your health status in the Now Mobile app, navigate
to the Health tab and tap the quick action icon ( ) in the top-right
corner.
If you're a manager, your name is automatically selected in the Person field

so that you can report your own health status. If you're reporting the status
for a direct report, select the user's name from the Person field.
If you're not a manager, you can report only your own status and the Person
field doesn't appear.
2. Choose an option from the Health status list.

505
System administrators can configure these options.
Example
3. Click Save.
The health status is updated on the left side of the screen. A message is sent
to your manager, and a crisis task is generated for the response team. The
crisis task can be assigned an approver, and the reporting user's assigned
tasks can be reviewed.
If Contact Tracing is installed and you selected the In quarantine option,
a case is created automatically for the user. If an active case exists for the
user at the time of reporting, a note is added to the case about the self-
®
reporting. For more information, see ServiceNow Contact Tracing.
4. Optional: When you're ready to return to work, update your health status to
Return to Work.
A Human Resources task is created so that HR can coordinate with you. The
HR task is for information, and is not updated automatically when other tasks
are updated. In the manager's view, your status changes to green.
• To evaluate the health status of your direct reports if you're a manager:
1. Navigate to Emergency Self Report > Emergency Self Report Dashboard.

You see a single screen view of your direct team’s status and tasks, and can
select individual user records. Green tiles indicate that the user has provided
no information. The tiles of affected team members are red and display an
icon.

506
2. To display a user's assigned tasks, click a tile.
3. To reassign tasks for the user, click the Reassign link in the task row, assign the
task to another user, and click Submit.
Related information
View a dashboard of all user reports if you are a response team member
View self-reported user HR tasks

Members of the emergency response team can view all user reports and
associated HR tasks on the Emergency Self Report overview dashboard.

507
Before you begin
Role required: sn_imt_quarantine.humanResourceTeam
About this task

The Emergency Self Report dashboard enables monitoring by and tasks of the
emergency response team. Users with the HR emergency response role can also
report on behalf of anyone in their organization, and they can easily update
records as needed.
Procedure
1. Navigate to Emergency Self Report > Overview Dashboard.
You can also access the dashboard as a service portal page.
2. Review the numbers of reports and updates occurring today, and click any
card to see the data.

508
3. Optional: To add someone who does not have self-reporting access, select
the user's name in the Person field and select a status from the Health status
list.
4. Optional: To view an HR task for a reporting user, click the user's name in the
Users reporting list.
5. Optional: Export the list of reporting users in PDF, Excel, or CSV format by
clicking the icon in the list banner.
6. Review the charts to see at a glance how the organization is affected.
Click any element in a chart, such as a pie wedge or marker, to see the
corresponding data.

509
Import Crisis Task data
As a crisis task administrator, upload a spreadsheet of self-reported health
statuses to create crisis tasks in bulk.
Before you begin

You need a spreadsheet (.csv or .xlsx file) with data in the following columns:
Person, User name, and Health Status. You can download a template from the
Import Crisis Task Data data source record.
Role required: sn_imt_quarantine.humanResourceTeam
About this task

The Bulk Import Crisis Task Data scheduled job is installed with the Emergency
Self Report application. When you upload the spreadsheet, you can manually
execute the job to import data into the Crisis Task table. HR tasks and their
associated crisis tasks are created for each user based on their reported health
status.
Procedure
1. Navigate to Emergency Self Report > HR Tasks.
2. Click the Import Crisis Task Data button.
3. In the Scheduled Data Imports list, open the Bulk Import Crisis Task Data
scheduled data import job.
4. In the Data Source field, open the Import Crisis Task Data record.
a. Click the attachments icon ( ).
b. Click Choose file and select the source Excel file.
c. Close the Attachments window.
5. Click Update.
The Scheduled Data Import record appears with the attachment.
The process runs in the background to copy data from the Bulk Import Crisis
Tasks table to the Crisis Task table.
Note: The number of records in the source Excel file affect the time
needed before the imported data is available in the Crisis Task table.
Results
Records are imported to the Bulk Import Crisis Tasks table and copied to the
Crisis Task table. New HR tasks are created with their associated crisis tasks.
Records are not copied to the Crisis Task table in the following situations:

510
• The user name is invalid or blank.
• The health status is invalid or blank.
• The user has an active case.
• The user is a duplicate.
Domain separation for Emergency Self Report

Domain separation use cases
SP Internal - SP uses the application for internal Yes None

employees to self-report their status via a
dedicated service portal or web page.
SP External - SP uses the application for tenant Yes None
employees to self-report their status via a
dedicated service portal or web page.
Tenant - Tenant uses the application for their Yes None
sub-domain for their employees to self-report
their status via a dedicated service portal or
web page.
Some modules in the Emergency Self Report application are affected by

domain separation. These modules can be used by SPs and tenants.
EMERGENCY SELF REPORT DASHBOARD module
• A web page where users can self-report their current status. When
they submit their status, a health record is created. (Table: Crisis
Task)
• A knowledge base list of articles.
ALL HEALTH RECORDS & HR TASKS module (Crisis Tasks)
• Domain column row protections exist.

• Extended from the Task table and therefore contains the
necessary domain-separated business logic.

511
• Related list, Approvers (Table: Approval) is an established domain-
separated table.
• Related list, Tasks (Table: Task) is an established domain-separated
table.

®
The ServiceNow Emergency Exposure Management application helps identify
users who might have been exposed to infectious diseases by analyzing multiple
data sources such as meetings, location, shifts, Wi-Fi access logs, and badge
scans of affected users.
Emergency Exposure Management provides tracing systems to use the following
data sources to generate a list of potentially exposed users:
• Microsoft Office 365 meeting invite
• Location of the ServiceNow user profile
• Workspace reservation
• Badge scan log
• Wi-Fi access log
• Employee daily log
• Field service task
• Visitors log
• Handheld or wearable device proximity sensing data
Note: Some of the tracing systems require you to install other Safe
Workplace suite and Emergency Response Management applications.
For more information, see Tracing systems in Emergency Exposure
Management.
You can also manually add users whom you know might have been potentially
exposed to an affected user.
In addition to using the base system tracing systems, you can set up a tracing
system that uses your own data source to identify potentially exposed users. For
more information, see Set up a tracing system for an exposure data source.

512

Emergency Exposure Management was originally developed to monitor
and aid in stopping the community spread of infectious diseases, such as
®
COVID-19 among users. It is part of a suite of ServiceNow Emergency Response
®
Management applications built on the Now Platform to assist companies in
their emergency response efforts. You can also enable users to self-report their
health status through the Emergency Outreach and Emergency Self Report
applications, which are both available in the ServiceNow Store.

guidelines.
Type Instructions
®
the application.
more information.
the SHOT team.
more information.

513
Type Instructions

more information.


permissible.
Install Emergency Exposure Management

You can install Emergency Exposure Management if you have the admin role.

514
Before you begin
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.
apps.

515
Procedure
2. Search for Emergency Exposure Management.
3. Click Install.
The Emergency Exposure Management application is installed on your
instance.
Components installed with Emergency Exposure Management

Several types of components are installed with Emergency Exposure
Management, including tables and user roles.
Roles installed
Emergency Exposure Admin Can create • sn_imt_diagnosis.workpla

[sn_imt_diagnosis.diagnostics_admin] a new
diagnostic • sn_imt_monitoring.monit
request
and view or
download
516
the list of
impacted
users.
Workplace exposure analyst Identifies • None
[sn_imt_diagnosis.workplace_exposure_analyst] potentially
exposed
employees
using
workplace
reservations
from the
®
ServiceNow
Workplace
Safety
Management
application.
Execute employee Looks up pending events from the Diagnostic

diagnostic events Events [sn_imt_diagnosis_diagnostics_event]
table and processes them to
populate the Impacted Users
[sn_imt_diagnosis_impacted_users] table.
Tables installed
Table Description
Diagnostic Request Allows a user to create a diagnostic request for

the affected user.
[sn_imt_diagnosis_diagnostic_request]
Diagnostic Events Subtasks generated for diagnostic requests. A
scheduled job processes the tasks to identify the
[sn_imt_diagnosis_diagnostics_event]
list of potentially impacted employees.
Diagnostic Request Task Diagnostic request tasks created automatically
for diagnostic requests to identify the list of
[sn_imt_diagnosis_diagnostic_request_task]
potentially impacted employees. The task is

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Table Description
created based on the selected data source in a

diagnostic request.
Diagnostic Request Task Configuration for a diagnostic request task. For
Config a data source selected in a diagnostic request,
the corresponding diagnostic request task when
[sn_imt_diagnosis_diagnostic_request_task_config]
created matches the type of task configuration.
Impacted Users Employees who may have been exposed
to infectious diseases through an affected
[sn_imt_diagnosis_impacted_users]
employee. Populated by analyzing multiple
data sources for the affected employees.
Impacted Visitors Visitors who might have been exposed to
infection. Populated by analyzing the visitors
[sn_imt_diagnosis_impacted_visitor]
request entry records invited by the affected
employees.
The table is available for use only if you also
®
subscribe to ServiceNow Contact Tracing and
®
ServiceNow Employee Health Screening. The
data of this table is displayed in the Impacted
visitors related list on the Diagnostic Report form.
Potential Workplace Potentially exposed employees who had
Exposure reservations for the same shifts as the affected
employee during the specified time period.
[sn_imt_diagnosis_potential_workplace_exposure]
The table is available for use only if you also
subscribe to Workplace Safety Management.
Tracing system Data source configuration to identify potentially
exposed employees by using diagnostic
[sn_imt_diagnosis_tracing_system]
requests.
Tracing system properties System properties for additional configuration of
tracing systems.
[sn_imt_diagnosis_m2m_tracing_system_properties]
Set up Emergency Exposure Management

After installing the Emergency Exposure Management application, set up
tracing system for your data sources, diagnostic request task configuration, and
register Microsoft applications.
Before you begin

Role required: sn_imt_diagnosis.diagnostics_admin or admin

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Procedure
1. Configure Microsoft Office 365 for Emergency Exposure Management.
Emergency Exposure Management uses Microsoft Office 365 data to analyze
the meetings of affected employees to identify other potentially exposed
employees.
2. Set up a tracing system for an exposure data source.
A tracing system corresponds to a contact tracing data source that you can
select in a diagnostic request to identify potential exposure from an affected
employee.
3. Create or modify a diagnostic request task configuration.
A diagnostic request task enables you to perform some manual tasks to fetch
potentially exposed employees in a diagnostic request report for an affected
employee.
Configure Microsoft Office 365 for Emergency Exposure Management

Configure Emergency Exposure Management by setting the application system
properties. If you want to search by Microsoft Office 365 meeting information,
you also must register the Microsoft application and configure it.
Before you begin

Important:
If you are an on-premise customer with Microsoft Office 365 and you need
assistance in configuring Emergency Exposure Management, contact your
sales representative or contact Customer Service and Support at https://
support.servicenow.com/now?draw=case.
Procedure
1. Register the Microsoft application.
a. Sign in to your Azure portal.
b. In the left navigation pane, select Azure Active Directory.
c. Under Create, select App registration.
d. On the form, fill in these fields.

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Field Value
Name The name for the application.

Supported account types Select the first option: Accounts in
this organizational directory only
The app is created with unique credentials to use.

2. Add permissions to the Microsoft application to read employee calendars.
a. In the left navigation pane, select API permissions.
b. Click Add a Permission.
c. In the Request API permissions pane, under Commonly used Microsoft APIs,
select Microsoft Graph.
d. Click Application Permissions.
e. Under Calendars, select Calendars.Calendars read.
f. Click Add permissions.
g. Click Delegated Permissions.
h. Under Calendars, select Calendars.Calendars read.
i. Click Add permissions.
j. On the Configured permissions screen, click Grant admin consent.
3. Obtain a trusted SSL certificate following your company’s procedure.

For information about adding a TLS/SSL certificate in Microsoft Azure
App Service, refer to Add SSL Cert in the Microsoft Azure App Service
Documentation guide.
4. In the Azure portal, upload the certificate.

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a. Access your Azure portal.
b. In the left navigation pane, select Certificates and Secrets.
c. Select Upload certificate and upload the certificate created in step 3.
5. Create a Java Key Store certificate in your ServiceNow instance.
a. Navigate to System Definition > Certificates.
b. Click New and create a new certificate with a Type value of Java Key
Store. Set the Short Description text to the alias used in 3. Set the Keystore
Password to the password used in step 3.
c. Attach the keystore.jks certificate exported in step 3.
6. In your ServiceNow instance, set system properties for Emergency Exposure
Management.
a. Navigate to Emergency Exposure Management > Properties.
b. Verify the values or modify them for your environment.
c. Add these required properties.

• Client ID
• Tenant ID
• Certificate – The sys_id of the certificate created in Step 5.
• Private key – Use the password used to generate the keystore in Step 3.
• (Optional) Location – Location accessible from tables, such as a floor or
building.
d. Verify that the Microsoft URL for token generation is correct for your
organization.
e. Click Save.
Tracing systems in Emergency Exposure Management

A tracing system configured for a contact tracing data source enables you to
identify potentially exposed employees by running a diagnostic request.
The diagnostic request for an affected employee queries the contact tracing
data to identify people who might have interacted with the affected employee.
You can select multiple tracing systems in a diagnostic request to use multiple
data sources to broaden the coverage used to find potential exposure.

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A tracing system can be a group of other tracing systems with a similar type of
input data source. For example, say you have Wi-Fi access data integration with
multiple systems such as Cisco DNA Spaces and Mist Systems. You could have a
tracing system called Wi-Fi access log and make it the parent tracing system of
other tracing systems using the Wi-Fi input data sources.
You can customize the tracing systems for data sources available in Emergency
Exposure Management or set up a new tracing system. For more information,
see Set up a tracing system for an exposure data source.
For some tracing systems to be available in Emergency Exposure Management,
you must install other Safe Workplace suite and Emergency Response
Operations applications.
Tracing systems installed with Emergency Exposure Management

These tracing systems are active by default.
Tracing system Query
Location Employees co-located with the affected

employee, for example, on the same floor or
building.
Outlook meetings Employees who accepted the same meetings
(Microsoft Office 365) as the affected employee during the specified
time period.
Tracing system installed with Workplace Safety Management

This tracing system is not active by default. To use this tracing system for
identifying potentially exposed employees, activate it and also configure the
corresponding data source in Workplace Safety Management.
For more information, see Workplace Safety Management.
Workplace reservations Employees who had reservations for the same

shifts as the affected employee during the
specified time period.

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Tracing systems installed with Contact Tracing
These tracing systems are not active by default. To use these tracing systems for
identifying potentially exposed employees, activate them and also configure
the corresponding data sources in Contact Tracing.
For more information, see Setting up Contact Tracing.
Badge reader Queries the Badge Access Register

[sn_imt_tracing_badge_access_register] table
to fetch employees who swiped their badge on
the same badge reader devices as the affected
employee during the specified time period.
Employee daily log Queries the Daily Contact Logs
[sn_imt_tracing_daily_contact_log] table to
fetch employees with whom the affected
employee interacted during the specified time
period.
Visitor log Queries the Visitor Request For Entry
[sn_imt_monitoring_visitor_request_for_entry]
table to fetch visitors who interacted with the
affected employee during the specified time
period. Visitors who visited the workplace on
invitation from the affected employee and have
been screened through and let in are queried.
Ensure that you have installed Employee Health
Screening to use this tracing system.
Wi-Fi access log Queries the Wi-Fi Access Register
[sn_imt_tracing_wifi_access_register] table to
fetch employees who used the same Wi-Fi
access points as the affected employee during
the specified dates.
Wi-Fi access log data used to identify potentially
impacted employees depends on Wi-Fi location
preferences and available integrations. The
tracing system has the following child tracing
systems based on the data source:

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(continued)
• Mist Systems
• Cisco DNA Spaces
For more information, see Retrieving Wi-Fi access

log data.
Note: The period for which you can get

the data via a real-time API depends on
the data retention policy of your Wi-Fi
service provider.
Handheld/Wearables Queries the Wearable Access Register
[sn_imt_tracing_wearable_access_register] table
to fetch employees equipped with handheld
or wearable devices who were in the close
proximity with the affected employee during the
The Handheld/Wearables tracing system has
the Zebra MotionWorks Proximity tracing system
added as a child tracing system.
Kinexon SafeZone Uses an integration with the KINEXON SafeZone
API to identify potentially exposed users with
KINEXON wearable devices who were in close
proximity with the affected KINEXON user during
the specified dates.
For more information, see Configure KINEXON
integration.
Tracing system installed with Field Service Management

This tracing system is not active by default. To use this tracing system for
identifying potentially exposed employees, activate it and also configure the
corresponding data source in Field Service Management.
For more information, see Emergency Exposure Management for field service
agents.

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Field service Customers attended by an affected field agent

during the specified time period. Also queries
other field agents who interacted with the
affected agent or visited the same customer as
the affected agent during the specified time
period.
Set up a tracing system for an exposure data source

Set up a tracing system for your exposure data source to identify potentially
exposed employees by running the diagnostic requests for an affected
employee.
Before you begin

About this task

For more information about the available tracing systems, see Tracing systems in
Emergency Exposure Management.
Procedure
1. Navigate to Emergency Exposure Management > Administration > Tracing
Systems.
2. Click New.
Tracing System form
Field Description
Title Title of the tracing system.

The title is displayed as an option for
selection in the Tracing system list on
the Diagnostic Request form.
Name Name of the tracing system.
Parent Tracing system for a group of other
tracing systems having the similar
type of input data source. If the
tracing systems are in a group, only

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Field Description
the parent tracing system displays

in the Tracing system list on the
Diagnostic Request form.
Active Option for making the tracing system
active. Only active tracing systems
are available for selection as a data
source for the diagnostic requests.
Requires dates Option for enabling the start and
end dates to specify a period for
querying the data source for the
tracing system.
If selected, the Start date and End
date fields appear when you select
this tracing system on the Diagnostic
Request form.
Processing script tab
Condition Condition to determine the tracing
system data for the diagnostic
request on selecting a parent tracing
system.
For example, if two tracing systems
A1 and A2 have the same parent
tracing system called A. In a
diagnostic request, if you select A
as the tracing source, the condition
determines whether to query data
from A1 or A2.
For reference, you can review the
condition scripts of the base tracing
systems Cisco DNA Spaces and Mist
System having the parent tracing
system as Wi-Fi access log.
This field appears only when a tracing
system is selected in Parent.
Use parent processing script Option for executing the processing
script of the parent tracing system.
The parent tracing system's
processing script populates the

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Field Description
potentially exposed employees data

in the corresponding related list on
the Diagnostic Request form. If you
select this option, the current tracing
system's processing script does not
process.
This field appears only when a tracing
system is selected in Parent.
Processing script Script to populate the potentially
exposed employees data in the
corresponding related list on the
Contact graph tab
Legend icon Icon representing the tracing system
as data source for the potentially
exposed contact's in the potentially
exposed contacts visualization on the
Case form.
For more information, see Working
on a case through contact tracing
visualization.
Legend tooltip Tooltip text that appears when you
point to the legend icon.
Order Order in which the icons appear in
the Reason for exposure section.
4. Click Submit.
Results
The tracing system is created. The tracing system appears as one of the options
in the Tracing system field on the Diagnostic Request form.
What to do next
• Associate a system property with a tracing system.
• Create or modify a diagnostic request task configuration.

527
Associate a system property with a tracing system
Associate a system property with a tracing system to enable additional control
on the use of the tracing system's data source.
Before you begin

About this task

For a list of system properties associated with various tracing systems, see System
properties for tracing systems in Emergency Exposure Management.
Procedure
1. Navigate to Emergency Exposure Management > Administration > Tracing
Systems.
2. Open a tracing system to associate a system property.
To associate a new system property with the tracing system, create it by
clicking New in the System Properties related list and filling in the System
Property form.
For more information about the System Property form fields, see Add a system
property.
3. Associate a system property with the tracing system.
a. In the System Properties related list, click Edit.
b. On the Edit Members form, move the required system properties from the
Collection column to the System Properties List column.
c. Click Save.
System properties for tracing systems in Emergency Exposure Management

System properties associated with tracing systems that are available in the
Emergency Exposure Management application.
To configure the system properties available for a tracing system, navigate to

Emergency Exposure Management > Administration > Tracing Systems and
open the tracing system record.
For more information on setting up or modifying a tracing system, see Set up a
tracing system for an exposure data source.
System properties for tracing systems installed with Contact Tracing

For more information, see Setting up Contact Tracing.

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Properties for Contact Tracing
Tracing system: Badge reader

sn_imt_tracing.badge_data_page_size Number of records to process
badge reader data. The defa
500.
sn_imt_tracing.badge_reader_location The field in the Badge Access
[sn_imt_tracing_badge_acces
table that refers to the locatio
badge reader when the Use b
option is selected on the Diag
form. You can also specify a d
field, for example, floor.floor_n
default value is the floor_name
[sn_imt_tracing_badge_reade
sn_imt_tracing.badge_owner_field The field in the Badge Access
[sn_imt_tracing_badge_acces
table that refers to the badge
the Use badge reader option i
on the Diagnostic Request form
also specify a dot-walked field
user.user_name. The default va
user field in the [sn_imt_tracing
table.
Tracing system: Wi-Fi access log
sn_imt_tracing.wifi_client_table The CMDB Class table to look u
the device and owner matchi
client in Wi-Fi access logs. The
is cmdb_ci_computer.
sn_imt_tracing.wifi_client_mac_field The field in the CMDB Class
[cmdb_ci_computer] table tha
mac address of the Wi-Fi clien
value is mac_address.
sn_imt_tracing.wifi_client_owner_field The field in the CMDB Class
the owner of the Wi-Fi client fro
Wi-Fi access logs. The default v
assigned_to.

529
Properties for Contact Tracing (continued)
sn_imt_tracing.wifi_client_identification_fields The fields in the CMDB Class

the Wi-Fi client matching the W
the Wi-Fi access log. The defau
mac_address, name.
sn_imt_tracing.wifi_ble_client_table The CMDB Class table to look u
identify the device and owner
the Wi-Fi Bluetooth LE (BLE) clie
cmdb_ci_wearable.
Note: The Wearable Tech

[cmdb_ci_wearable] is ins
the CMDB CI Class Models
available through the Serv
Store. For more information
CI Class Models.
sn_imt_tracing.wifi_ble_client_mac_field The field in the CMDB Class
[cmdb_ci_wearable] table tha
mac address of the Wi-Fi BLE c
default value is mac_address.
sn_imt_tracing.wifi_ble_client_owner_field The field in the CMDB Class
the owner of the Wi-Fi BLE clien
assigned_to.
sn_imt_tracing.wifi_ble_client_identification_fields The fields in the CMDB Class
Wi-Fi asset matching the Wi-Fi
the Wi-Fi access log. The defau
mac_address,asset_tag.
Tracing system: Mist systems
sn_imt_tracing.mist_api API that accesses the Wi-Fi ac
Mist Systems. The default value
api.mist.com/api/v1.

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Note: This property applie

collect Wi-Fi access logs u
Systems.
sn_imt_tracing.mist_visits_page_size Maximum number of records t
Mist Systems API calls. The defa
1000.

collect Wi-Fi access logs u
Systems.
Tracing system: Cisco DNA Spaces
sn_imt_tracing.wifi_proximity_preference Level of proximity to consider e
interaction with an affected e
potential exposure. The availa
are 30ft, Floors, or Buildings. T
value is 30ft.

collect proximity reports us
DNA Spaces.
Properties that apply only if you collect Wi-Fi raw data from Cisco DNA Spaces using Wi-Fi ra
sn_imt_tracing.wifi_log_sftp_server URL or IP Address (for example
of the secured FTP (SFTP) serve
which to access the Wi-Fi raw
imported into the Wi-Fi Access
[sn_imt_tracing_wifi_access_re
sn_imt_tracing.wifi_log_sftp_port Port on the SFTP server to allow
connection to access the files
sn_imt_tracing.wifi_log_sftp_file_path File path on the SFTP server wh
Fi access data files from Cisco
are stored.
For example, in the file path /u
Data/Daily/ServiceNow_Daily_V

531
• /upload/Visit Data/Daily/ is
location on the SFTP server w
are stored.
• ServiceNow_Daily_Visits_ is t
of the default file name that
Spaces uses, followed by the
the upload time.
For example, the default file n

for the Wi-Fi access data for 19
August 2020 at 0100 UCT would
ServiceNow_Daily_Visits_2020-
UTC.csv:
• ServiceNow_Daily_Visits_ is a
• 2020-08-19 is the date the W
data was captured
• 0100 UTC is the time schedule
Cisco DNA Spaces to upload
Note: Make sure that only

number of users have read
access to this location.
sn_imt_tracing.wifi_log_sftp_load_time Time in HH:mm format when th
DNA Spaces system uploads th
Fi access data files on the SFTP
timestamp is the last part of th
Wi-Fi access data file.
sn_imt_tracing.wifi_log_sftp_username User name required to log in to
server.

532
Note: Make sure that the

user is not a privileged use
as an administrator. Assign
minimal privilege required
the files in the directory se
sn_imt_tracing.wifi_log_s
property.
sn_imt_tracing.wifi_log_sftp_password Password required to log in to
server.
sn_imt_tracing.wifi_log_cisco_tier Integration tier with Cisco DNA
to fetch Wi-Fi access data. The
options are proximity_report a
wifi_log_report.

are using integration with
Spaces to get the Wi-Fi ac
Tracing system: Kinexon SafeZone
sn_imt_tracing.kinexon_api_endpoint API endpoint used to log in to
SafeZone instance and acces
data. This API endpoint is also
information required for Conta
Replace the default endpoint
endpoint of your instance.
sn_imt_tracing.kinexon_api_username KINEXON administrator user na
sn_imt_tracing.kinexon_api_password KINEXON administrator passwo
sn_imt_tracing.kinexon_api_param_min_duration The minimum duration of cont
seconds) between two KINEXO
required to determine whethe
potentially exposed contact. T
omits all records with values be
duration. The default value is 3
sn_imt_tracing.kinexon_api_param_min_acc_duration The minimum total duration (in
all contact between two KINE
within the queried date range
duration is shorter than this val

533
omits all records of contact be

pair of sensors. The default val
sn_imt_tracing.kinexon_api_param_max_distance The maximum distance (in me
twoKINEXON sensors that dete
whether users are in contact. T
omits any instances of contac
distance. The default value is 2
sn_imt_tracing.kinexon_api_param_max_time_gap_in_sequence Determines the amount of tim
can pass (in seconds) betwee
consecutive instances of cont
the potential exposure is consi
potential exposures. The defau
Create or modify a diagnostic request task configuration

Create or modify a diagnostic request task configuration to auto-create a
diagnostic request task in a diagnostic request. Based on the selected tracing
system in the diagnostic request, the corresponding task configuration creates a
diagnostic request task to identify potentially impacted employees.
Before you begin

The Diagnostic Request Task Configs module in the application navigator is
available only if you have the Contact Tracing application installed.
About this task

A diagnostic request task configuration is required only when a tracing system
requires additional work to be performed to generate the diagnostic request
report. For example, say you select the Wi-Fi access log tracing system in a
diagnostic request, and Cisco DNA Spaces is the Wi-Fi input data source. You
must work on a diagnostic request task to fetch potentially exposed employees
by attaching a Wi-Fi access data file or generating a proximity report from the
Cisco DNA Spaces portal.
Procedure
1. Navigate to Emergency Exposure Management > Diagnostic Request Task
Configs.
2. Click New.

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Diagnostic Request Task Config form
Field Description
Name Name of diagnostic request task

configuration.
Import set table Staging table in which records are
imported from a data source before
transforming those records.
Transform map A set of field maps that define the
relationships between fields in an
import set and fields in the target
table.
For example, the target table
to maps fields for Wi-Fi access
data is Wi-Fi Access Register
[sn_imt_tracing_wifi_access_register].
During transformation, data is copied
from the Import Set table to the
target table based on the transform
map.
A single import set field may be
mapped to multiple fields on other
tables.
Type Data source type that is queried to
identify the potentially impacted
employees.
Active Option for making the configuration
active. Only active configurations
can create a diagnostic request task.
Instructions Set of instructions to process and
complete the assigned diagnostic
request task.
Conditions tab
Table Diagnostic Request
[sn_imt_diagnosis_diagnostic_request]

535
Field Description
table to check which data source is

selected.
Condition Conditions to get the selected data
source in the diagnostic request.
Script condition Script condition that evaluates any
additional parameters.
Post processing tab
Processing script Script to run after the completion of
the data import.
4. Click Submit.
Results
A diagnostic request task configuration for a data source type is created.
Identify potentially exposed users

When a user has indicated a health condition on a self-report, use Emergency
Exposure Management to identify other users who might have come in contact
with the affected user. You can analyze multiple data sources, such as location,
meetings, workspace reservations, badge scans, and Wi-Fi access data of the
affected user to identify potentially exposed users.
Before you begin

To query through multiple data sources, the Emergency Exposure Management
requires the following applications, plugins, and configurations available on your
instance.
Microsoft Office 365
Register and configure to scan Microsoft Outlook meeting data.
Scans workspace reservation data.
Contact Tracing
Badge reader scan, user daily contact log, Wi-Fi access log,
handheld or wearable device proximity data, and visitor data.
Employee Health Screening and Contact Tracing
Scans visitor data.
Field Service Management (com.snc.work_management)

536
Scans field service task data.
Important:
If you are an on-premise customer with Microsoft Office 365 and you need
assistance in configuring Emergency Exposure Management, contact your
sales representative or contact Customer Service and Support at https://
support.servicenow.com/now?draw=case.
About this task

Note: You cannot create or run a diagnostic request for affected users
who have not consented to use their data for contact tracing. For more
information, see User privacy consent for Contact Tracing.
Procedure
1. Navigate to Emergency Exposure Management > Create New.
The Report generation status field is set to Not Initiated and the Active check
box is selected.
2. From the Affected user field, select the user's name.
3. Click the lock icon ( ) in the Tracing system field and select one or more
tracing system options to query corresponding data sources.
You can select multiple sources together for better identification of potentially
impacted users.
Tracing system
Query
(Required application/plugin)
Location Users co-located with the affected user, for

example, on the same floor or building.
Outlook meetings Users who accepted the same meetings as the
(Microsoft Office 365) affected user during the specified time period.
Workplace reservations Users who had reservations for the same shifts
(Workplace Safety as the affected user during the specified time
period.
Management)
Badge reader Users who swiped their badge on the same
(Contact Tracing) badge reader devices as the affected user,
during the specified time period.

537
Tracing system
Query
Employee daily log The list of users with whom the affected users
(Contact Tracing) interacted during the specified time period.
Visitor log The list of visitors who interacted with the

(Contact Tracing and affected user during the specified time period.
Visitors who are invited by the affected user
Employee Health
and have been screened through and let in
Screening)
are queried.
Wi-Fi access log Users who used the same Wi-Fi access points as
(Contact Tracing) the affected user during the specified dates.
Wi-Fi access log data used to identify
potentially impacted users depends on the
Wi-Fi location preferences and the available
integrations.
For more information, see Retrieving Wi-Fi
access log data.
Note: Data received via a real-time API

will be for a period based on the data
retention policy of your Wi-Fi service
provider.
Handheld/Wearables Users using handheld or wearable devices
(Contact Tracing) in the close proximity with the affected user
for more than the permissible time during the
Kinexon SafeZone Users who with KINEXON wearables who were
(Contact Tracing) in close proximity with other KINEXON users
during the specified dates. Data acquired from
the KINEXON SafeZone API. Requires an active
KINEXON integration.
For more information, see Configure KINEXON
integration.
Note: Users who are required to agree to

a privacy consent but have not done so
are excluded even if they are potentially
exposed contacts.

538
Tracing system
Query
Field service Customers attended by an affected field

(Field Service agent during the specified time period. Also
queries other field agents who interacted
Management)
with the affected agent or visited the same
customer as the affected agent during the
4. When required for a selected tracing system, provide the start and end dates.
a. In the Start date field, provide the estimated date of infection.
Because the infection window that you're concerned about may vary, pick
a start date such as 14 days prior to the date of reported symptoms.
b. In the End date field, provide the date of reported symptoms, at least one
day prior to today.
5. Click Save.
Related lists appear that are filled in after you run a diagnostics report.
6. Click Run Diagnostics.
A scheduled job fetches potentially impacted user data from the selected
sources and loads the data in corresponding related lists. Refresh a list to see
the potentially impacted users immediately.
If you selected the Handheld/Wearables option, a diagnostic request task is
created. Follow the instructions in the task to fetch the potentially exposed
users.
If you selected the Wi-Fi access log option, the Wi-Fi data queried is based
on the location preference set for the affected user's location. The available
options are:
• Mist Systems integration: The Wi-Fi data is fetched from Mist Systems when
you run the diagnostic request.
If the site network is Bluetooth LE-enabled and the organization has
provided users with a BLE device, the Wi-Fi access using the BLE devices is
used to identify potentially exposed users.
• Cisco DNA Spaces integration: The Wi-Fi data is available based on the
Cisco tier value set in the sn_imt_tracing.wifi_log_cisco_tier property:

539
◦ If the wifi_log_report value is set, the data is imported from the Wi-Fi
access data files for the specified days from the SFTP server and queried
by the location path to identify potentially exposed users.
◦ If the proximity_report value is set, a diagnostic request task is created to
fetch the potentially exposed users. Follow the instructions in the task to
fetch data on potentially impacted users from the selected data source.
For more information, see Fetch potentially exposed user data from a
data source.
• Manual import: The Wi-Fi data is imported from a Microsoft Excel
spreadsheet into the Wi-Fi Access Register table.
7. Optional: Add manually the potentially affected users, for example, users who
visited a location with an affected user.
a. In the Impacted users added manually list, click New.
b. Select the potentially affected user.
c. Optional: Add comments about why you added the user.

Entering comments helps identify other users who might be potentially
impacted by this user if this user starts to show symptoms.
d. Click Submit.
The user appears in the Impacted users added manually related list.
Results
The related lists display potentially impacted users. The Impacted visitors,
Impacted customers, and Impacted field agents related lists appear only if
relevant users exist.
Note: Users who have not consented to use their data are filtered out from
the list of potentially impacted users. However, you can add them to the
potentially impacted users list manually.
Related list Description
All Impacted users All users who might have been potentially exposed.
This list is a combination of all the records in the other
related lists.

540
(continued)
Under the Tracing system column, you can see the

source of the exposure for an user.
Impacted users This list is empty unless a user with the
added manually sn_imt_diagnosis.diagnostics_admin role manually adds
additional potentially impacted users.
Impacted visitors Visitors invited by the affected user who cleared the
health screening and interacted with the affected user
during the specified time period.
Impacted customers Customers added from the field service work
order analysis. Potentially impacted customers are
determined by the work orders attended by an
affected field agent between the specified dates.
Impacted field Field agents added from the field service work
agents order analysis. Potentially impacted field agents are
determined if they interacted with an affected agent
or visited the same customer as the affected agent
between the specified dates.
Trouble?
If the diagnostics fail to run, click the Show related jobs link to check the status
of all jobs that have been launched. You can view the details, including the log
message, to determine the reason of failure.
Note: Failed jobs are automatically retried three times, the default setting
in the Emergency Exposure Management properties. To retry the job after
you fix the issue, click Reprocess.
What to do next
Depending on the applications and plugins installed, you can take the following
actions:
• Click Download Report to download a spreadsheet listing all affected
users. The report includes the email address and location of each user,
and the source of identification, such as location, workplace reservation,
collaboration, badge reader data, or field service work orders. For manually
added users, the comment is included.

541
• Click Download Visitor Report to download a spreadsheet listing all potentially
exposed visitors who met the affected user. The report includes the email
address and name of each visitor.
Note:
The button is available only when you have selected the Visitor log
tracing system.
• The case manager can create a case for the affected user and add
potentially impacted users from the related list to the case to follow up on
their health status. For more information, see Create a case for an affected
employee.
• The manager of the affected field agents can take further actions such
as blocking their future work order assignments. For more information, see
Emergency Exposure Management for field service agents.
Fetch potentially exposed user data from a data source

Work on the diagnostic request task to get information about potentially
impacted users from a selected data source and populate the corresponding
related lists on the Diagnostic Request form.
Before you begin

About this task

The diagnostic request task is created from the diagnostic request task
configuration for the data source type selected in the Diagnostic Request
form. For more information, see Create or modify a diagnostic request task
configuration.
Procedure
1. Navigate to Emergency Exposure Management > All.
2. Open a diagnostic request from the list.
3. In the Diagnostic Request Tasks related list, open a diagnostic request task.
4. Follow the instructions in the task to fetch data on potentially impacted users
from the selected data source.
5. If the task configuration requires you to manually close the task, select Closed
in the State list.
6. Click Update.

542
Results
The state of the diagnostic request task updates to Close. The potentially
exposed users from the data source are added to the corresponding related list
on the Diagnostic Request form.
Fetch potentially exposed user data from Cisco DNA Spaces

Fetch potentially exposed user information from the Cisco Wi-Fi access log data
and populate the corresponding related lists on the Diagnostic Request form.
Before you begin

Procedure
Access the potentially exposed user information through an attachment having
the Cisco Wi-Fi access log data or by generating a report through the Cisco
DNA Spaces portal.
Options Steps
a. Click the manage attachments icon ( ).

b. In the Attachments window, click Choose file and
select a Wi-Fi access log file.
Attach a Wi-Fi access log file c. Select Closed in the State list.
d. Click Update.
The state of the diagnostic request task updates to

Close.
a. Log in to the Cisco DNA Spaces portal.

b. On the Proximity Reporting page, click Create Re
port.
c. Enter the start and end date for the report period.
d. Select the Auto-submit report data to ServiceNow
Generate a report and post task check box.
data through the Cisco portal
e. In the Diagnostic Request Task # field, enter the
number of the diagnostic request task.
f. Click Generate Report.
The Cisco system creates a proximity report and

puts the Wi-Fi access log data from the report into

543
Options Steps
the Wi-Fi Access Register [sn_imt_tracing_wifi_ac

cess_register] table on the ServiceNow instance.
The state of the diagnostic request task updates to
Close.
Results
Cisco Wi-Fi access log data includes the proximity level of the users connected
to the Cisco Wi-Fi network in the workplace. Based on the proximity level options
set by the sn_imt_tracing.wifi_proximity_preference property (within 30 feet of
the router, on the same floor, or in the same building), the potentially impacted
users are identified from the Cisco Wi-Fi access logs. The information about
these potentially exposed users populates the corresponding related list on the
Fetch potentially exposed user data from Zebra MotionWorks proximity report
Upload a spreadsheet containing the Zebra MotionWorks proximity data to
fetch a list of potentially exposed users and populate the corresponding related
lists on the Diagnostic Request form.
Before you begin

You must have downloaded the Microsoft Excel file from the Zebra MotionWorks
Portal.
Procedure
1. Click the manage attachments icon ( ).

2. In the Attachments window, click Choose file and select a Zebra MotionWorks
proximity report spreadsheet.
3. Select Closed in the State list.
4. Click Update.
Results
The Zebra MotionWorks proximity report contains a list of users equipped with
handheld or wearable devices who were in close proximity to the affected user.
The users who were inclose proximity for more than the permissible time with
the affected user during the specified dates are identified from this proximity
report. The information about these potentially exposed users populates the
corresponding related list on the Diagnostic Request form.

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Domain separation for Emergency Exposure Management
Note: This information is subject to change: Limit use to SPs only.
SP Internal - SP uses the Yes None

application for internal
employees who might have
collaborated with an affected
internal employee.
SP External - SP uses the No Without the domain column,
application to identify there is no base system platform
employees (SP or tenant) who security that prevents an
might have collaborated with SP user who has access to
an affected employee (SP or the application from seeing
tenant). tenant information they would
otherwise be restricted from
seeing. “Limiting” Application
Properties for Outlook settings.
Tenant -Tenant uses the No Without the domain column,
application to identify there is no base system platform
employees who might have security that prevents a
collaborated with an affected tenant user with access to the
employee. application from seeing other
tenant information they would
otherwise be restricted from
seeing. “Limiting” Application
Properties for Outlook settings.
Some modules in the Emergency Exposure Management application are

affected by domain separation.
CREATE NEW & ALL module (Diagnostic Request)

545
• No domain column row protections or business logic exist.
• Creates a Diagnostic Event based on Outlook meetings, exposure
to an affected user, or the user's location, to identify users who
might have been potentially exposed through collaboration.
• Results from the Diagnostic Event return back to the Diagnostic
Request or can be manually added.
Note: Because the Diagnostic Request record contains the

User (Table: Sys_User) and Location (Table: Cmn_Location)
fields, visibility to those reference fields is affected by domain
separation. If a user is in a domain that does not have the
appropriate visibilities granted, those fields appear empty in
the Diagnostic Request even if they contain data.
PROPERTIES module
• Standard Application Properties Page, all settings are global for

the application.
Note: This property limits the ability of Outlook support in

a domain-separated environment because tenants have
different settings from the service provider.
• No domain column row protections or business logic exist.

• Captures the Outlook or Location responses and sends them
back to the Diagnostic Request.
• Purely an admin function.

Manage the essential steps for return to workplace from anywhere using the
Safe Workplace for mobile app.
®
The ServiceNow Safe Workplace mobile experience enables organizations to
manage the essential steps for returning users to the workplace from anywhere
with the Now Mobile app. With an intuitive mobile design and user-friendly
interface, organizations can deliver a seamless return to workplace experience,
enabling users to complete health screenings and surveys, set up visits, make
reservations, request PPE, and more to support their health and safety.

546
Access other applications from Safe Workplace for mobile
®
Emergency Response Management applications Safe Workplace applications
• Emergency Outreach • Employee Readiness Surveys

• Emergency Self Report • Employee Health Screening
• Emergency Exposure Management • Workplace Safety Management
• Workplace PPE Inventory
Management
• Contact Tracing
• Enterprise Employee Experience
Pack

547
Safe Workplace for mobile features
Receive and respond to outreach notifications
Receive important notifications generated in the

Emergency Outreach application on your mobile device.
You can also self-report your health status through these
notifications.
For more information about Emergency Outreach, see

Emergency Outreach.
For information on how to report your health status

through push notifications, see Report your health status.
Report your health status on the service response dashboard
Under My Current Health Status, click your name to report

your health status. For more information, see Report your
health status in Now Mobile.
View the status of your direct reports
As a manager, you can view My Team's Health in the My

Team section to see an overview of the health of your
direct reports. For more information, see Manage the
status of your direct reports in Now Mobile.
Reassign critical tasks to your working employees
As a manager, you can tap My Direct Reports Open

Tasks in the My Team section to see the work assigned
to your direct reports. From this list, you can reassign
tasks, as needed, to your working direct reports. For more
information, see Reassign tasks to your team members in
Now Mobile.
Mobile sections
If you've subscribed to the Safe Workplace suite, you see the Mobile sections
available for Mobile experience for Emergency Response Management. Each
section has multiple applications. To see all applications under a topic, scroll left.
548
Mobile section topics
Health surveys Screen employee Assign consumable

see Employee see Conduct a health see Assign PPE to
Readiness Surveys. screen for entry. employees.
Verify my health Screen visitor Assign hardware
see Verify your see Screen a visitor for see Assign PPE to
health status and entry to the workplace. employees.
compliance.
Request PPE Scan for entry Add consumable
see Request PPE. see Collecting user see Add PPE stock.
badge data.
Daily contact log Employee status Add hardware
see Tracking employee see View your health see Add PPE stock.
contacts using daily and safety status.
logs.
Privacy Consent Add model
• For more information, • For more information,
see User privacy see Create models for
consent for Contact PPE items.
Tracing.
Set up a visit
see Invite a visitor to
the workplace.
COVID-19 Testing
see Request a
COVID-19 diagnostic
test.
Request travel permission

549
Mobile section topics (continued)

see Request permission
to travel.
Report Vaccination
see Report your
vaccination status.
Request Vaccine
Exemption
exemption.
Vaccine Exemption
Requests
exemption.
Section topics (continued)
My current health status Prepare for arrival My team
• For more information, My readiness checklist My team's health

see View your health • Provides a checklist of • Shows a list of your
status in Now Mobile. tasks to complete prior direct reports and their
to arriving at the work health status.
location.
My office entry code My direct reports open
• Provides a QR code tasks
that enables you to • Shows all open tasks
check into a work assigned to your direct
location. reports that must be
completed prior to
arriving at a work
location.

550
Type Instructions
®
the application.
more information.
the SHOT team.
more information.
more information.
apps.

551



552
Install Safe Workplace for mobile
®
Install the Now Mobile app and Safe Workplace for mobile app.
Before you begin

The Safe Workplace for mobile app (sn_imt_mobile) is dependent on the
com.sn_imt_quarantine plugin.
The Safe Workplace for mobile app also has an optional dependency on other
Safe Workplace applications. If you have any of these plugins installed, the
corresponding applications will appear in your Safe Workplace for mobile app:
• sn_imt_checkin
• sn_imt_core
• sn_imt_monitoring
• sn_imt_ppe
• sn_imt_tracing
• sn_imt_travel
• sn_imt_health_testing
Type Instructions
®
the application.
more information.
the SHOT team.
more information.

553
Type Instructions

more information.
Procedure
1. On your mobile device, download the Now Mobile app for Apple iOS or
Google Android from the Apple App Store or the Google Play store.
2. In your instance, navigate to System Applications > All Available Applications
> All.
3. Search for Safe Workplace for mobile.
4. Click Install.
Report your health status in Now Mobile

®
Use the Now Mobile app to report your health status.
Before you begin

Role required: sn_imt_quarantine.crisis_task_user
About this task

®

554
Procedure
2. At the top of the Health page, click the quick action icon to open the self-
report applet.
3. Select your health status from the list, and tap the check icon ( ) to confirm
your status.
4. Click Submit.
View your health status in Now Mobile

Use the Now Mobile app to view your health status record.
555
Before you begin
Role required: none
About this task

®
Procedure
2. Scroll down to My Current Health Status and click the See All link.

556
3. Click your name.
My Current Health Status screen
The My Current Health Status screen displays

the following information:
• Use the Status tab to see your current

reported status.

your health status updates.
• Use the Assigned tasks tab to see the tasks

assigned to you.
• Use the Update status button to change

your health status.
• If you're a manager, use the Reassign

all action from the top menu icon to
reassign all your tasks.
Manage the status of your direct reports in Now Mobile

Use the Now Mobile app to view the health status of your direct reports.
Before you begin

Role required: none
About this task


557
®
Procedure
2. Scroll down to the My Team section and click the My Team's Health link.
In the My Team's Health section, you can see a list of all your users.
My Team
3. In the My Team's Health section, a list of all your users and their status is
displayed.
558
List of users and their status
4. Optional: Update the status for a user.

• Swipe to the left on an entry in the list to update the user's status.
• Tap on a record in the list and click Update status at the bottom of the task
form.

559
5. Tap an entry on the list to view the employee record screen.
Employee record screen
The employee record screen displays the

• Use the contact and location information

in the Details screen to keep in touch with
your direct hires.

the user's health status updates.
• Use the Assigned Tasks tab to see the tasks

assigned to the user.
• Click the Update status button to change

the user's health status.
Reassign tasks to your team members in Now Mobile

As a manager, view a list of tasks assigned to your team members and reassign
the tasks to other team members.
Before you begin

®
Role required: none

560
About this task
®
Procedure
2. Scroll down to the My Team section and click My Direct Reports Open Tasks.

561
My Direct Reports Open Tasks link
3. A list all open tasks assigned to your direct reports is displayed. To view details
about the task, click the open task.
4. To reassign a task, swipe left and click Reassign.
5. Search for a user that you want to reassign the task to and select the name of
the user.
6. Click Submit.

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Case and Knowledge Management
The Case and Knowledge Management application allows you to standardize
the documentation, interaction, and fulfillment of employee inquiries and
requests, which helps to improve HR efficiency and services over time.
Explore Set up Administer
• Upgrade to Quebec • Activate Case and Knowl • HR Administration

edge Management
Use Develop Troubleshoot and get help
• HR Profile • Developer training • Ask or answer questions in

the HR Service Delivery com
• HR Case Management • Developer documentation
munity
• HR Knowledge Manage • Components installed with
• Search the Known Error Por
ment Case and Knowledge Man
tal for known error articles
agement
• HR Dashboards & Reports
• Contact Customer Service
• HR Integrations and Support
Understanding Case and Knowledge Management

Case and Knowledge Management for the 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 Delivery

HR Service Delivery 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.

563
• 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 you use HR Service Delivery

HR Service Delivery 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 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 you benefit from HR Service Delivery

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, email 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 emails, 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.

564
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 Delivery 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 Specifies escalation hierarchy
Definition
HR Group Roles List of groups that have HR group roles
HR Email Scripts List of all HR email 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
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 Email Templates List of all HR-related email templates

565
Term Definition
HR Knowledge Bases Knowledge bases used by HR application

HR Knowledge Articles Knowledge articles used by HR application
HR Notifications Email notifications used by HR application
HR Service Catalog Service catalog categories used by HR application
Categories
HR Service Catalog Service catalog items used by HR application
Items
HR Document Document templates for document content used in
Templates 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 / Benefit providers and plans used by HR Benefits
Plans 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 Warning types used by HR Employee Relations
Types service
HR System Report System Report Frequencies defined for HR Systems
Frequencies Service
HR System Report Types HR System Report types used by HR System service
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.
Before you begin

About this task

Human Resources Scoped App: Core allows you to standardize the
documentation, interaction, and fulfillment of employee inquiries and requests.

566
It activates these related plugins if they are not already active.
Plugins for Human Resources Scoped App: Core
Plugin Description
Human Resources Scoped App: Provides HR security.

Security
[com.snc.hr.scoped_security]
Human Resources Scoped App: Provides HR Integrations.
Integrations
[com.sn_hr_integrations]
Document Templates Provides Document Templates.
[com.snc.document_templates]
Human Resources Scoped App: Provides Now Mobile for HR Service
Mobile Delivery.
[com.sn_hr_mobile]
Procedure
2. Find the plugin using the filter criteria and search bar.
You can search for the plugin by its name or ID. If you cannot find a plugin,
you might have to request it from ServiceNow personnel. For more information,
see Request a plugin.
3. Click Install, and then in the Activate Plugin dialog box, click Activate.
Note: When domain separation and delegated admin are enabled

in an instance, the administrative user must be in the global domain.
Otherwise, the following error appears: Application installation is
unavailable because another operation is running: Plugin Activation for
<plugin name>.
Components installed with Case and Knowledge Management

Several types of components install with the activation of the Case and
Knowledge Management plugin, including tables, user roles, and scheduled
jobs.

567
Note: The Human Resources Scoped app: Core [com.sn_hr_core]

plugin activates the sn_hr_core.min_admin_count system property
[sys_properties.list]. This property prevents you from deleting your only HR
admin user by requiring a minimum number (default is two) of active users
with those admin roles.
Roles installed
Case and Knowledge Can access and • approval_admin

Management administrator configure Case
and Knowledge • assignment_rule_admin
[sn_hr_core.admin]
Management. • knowledge_manager
• link_generator_writer
• schedule_admin
• sn_cd.content_admin
• sn_hr_core.content_writer
• sn_hr_core.manager
• sn_hr_integrations.admin
• sn_hr_le.admin
• sn_hr_pa.admin (When the PA
Pack - HR Scoped App plugin
• sn_hr_sp.admin
• sn_hr_sp.hrsp_employee
• sn_templated_snip.template_
• template_editor_global
HR agent Grants access to basic • document_management_use
[sn_hr_core.basic] HR agents daily work
need. • skill_user
• sn_hr_core.case_writer

568
• sn_hr_core.kb_writer
• sn_hr_core.profile_writer
• survey_reader
• sn_hr_core.report_creator
HR case reader Grants access to read • None
[sn_hr_core.case_reader] all HR cases.
HR case writer Grants access to write • sn_hr_core.case_reader

[sn_hr_core.case_writer] all HR cases.
HR content reader Grants access to read • None
[sn_hr_core.content_reader] all manage content
table records.
HR content writer Grants access to • sn_hr_core.content_reader
[sn_hr_core.content_writer] create, update, read,
and delete all manage
content table records.
Alumni employee Grants role to the • None
[sn_hr_core.hrsm_alumni] employee who has left
the company.
Contingent employee Grants role to the • None
[sn_hr_core.hrsm_contingent] employee who works
temporary.
Contractor employee Grants role to the • None
[sn_hr_core.hrsm_contractor] employee who works as
a contractor.
Full-time employee Grants role to the full- • None
[sn_hr_core.hrsm_employee] time employee.
New hire employee Grants role to the • None

[sn_hr_core.hrsm_new_hire] employee who is newly
hired.
HR knowledge writer Grants access to write • None
[sn_hr_core.kb_writer] all HR KB articles.

569
HR manager Grants access to all HR • approver_user

[sn_hr_core.manager] cases, profiles, secure
information. • catalog
• catalog_admin
• skill_admin
• sn_hr_core.basic
• sn_hr_core.secure_info_writer
• survey_admin
HR Performance Analytics HR Performance • None
Admin Analytics Admin role for
the scoped application.
[sn_hr_pa.admin]
• Access and modify
the HR PA content
packs.
• Edits Performance
Analytics properties.
• Accesses Admin
Console.
• Launch Dependency
Assessment.
Note: This role

is contained in
the HR Admin
[sn_hr_core.admin]
role.
HR profile reader Grants access to read • None
[sn_hr_core.profile_reader] all HR Profile records.
HR profile writer Grants access to write • sn_hr_core.profile_reader

[sn_hr_core.profile_writer] all HR Profile records.
HR report creator Allows HR agents with

[sn_hr_core.report_creator] the sn_hr_core.basic
role to access
the HR case

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[sn_hr_core_case] and
task [sn_hr_core_task]
tables to create reports.
HR secure information reader Grants access to read • sn_hr_core.profile_reader
[sn_hr_core.secure_info_reader] all HR cases, read basic
user profile information,
read secure user
information.
HR secure information writer Grants access to write • sn_hr_core.profile_writer
[sn_hr_core.secure_info_writer] all HR cases, write basic
user profile information, • sn_hr_core.secure_info_reade
write secure user
information.
You can assign these roles to the appropriate roles, groups, or users in your
application.
• To assign a role to another role, see Add a role to an existing role.

• To assign a role to a group, see Assign a role to a group.
• To assign a role to a user, see Assign a role to a user.
For further information on user administration and how to manage users, see User
administration.
Scheduled
Description
job
Auto- Automatically closes HR cases based on the configuration of the HR

close service for service activity and lifecycle event fulfillment types. This
case scheduled job runs daily.
Bulk Creates bulk cases. This scheduled job runs every six hours.
case
creation
HR Daily Sends reminder notifications to users based on certain HR task
Job parameters. This scheduled job runs daily.

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Scheduled
Description
job
Migrate Migrates HR task templates and open HR tasks to the new HR

HR e- task type for e-signature. Also disables the old HR task types for
signature credential, e-signature, and sign document. This scheduled job runs
tasks on an on-demand basis.
Update Updates role assignments for HR profiles that are beginning or
Client ending their employment based on the HR condition table. This
Roles scheduled job runs daily.
Note: The base system assigns the HR Admin (hradmin) user to

this scheduled job. If you delete the HR Admin user, ensure that
you assign another user with the HR admin (sn_hr_core.admin)
role to this scheduled job.
For further information on scheduled jobs and how to use them, see Scheduled
jobs.
Tables installed
Table Description
Allegation Contains information about an

[sn_hr_er_allegation] allegation type and subtype.
Note: A non-metadata
table.
Allegation Subtype Metadata table that provides
[sn_hr_core_allegation_sub_type] 59 records to the base system.
Allegation subtypes further
define an allegation. For
example:
• Allegation type =
Discrimination
• Allegation subtypes: Age,
disability, Race, and so on.
Allegation Type Metadata table that provides
[sn_hr_core_allegation_type] base system records. Examples
are:

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Table Description
• Customer Mistreatment
• Discrimination
• Drugs and Alcohol
• Fraud and Theft
• Harassment
• Interpersonal Conflict
• Misconduct
• Retaliation
• Wage and Scheduling Issue
• Workplace Violence
Associated Allegation Contains information that
[sn_hr_er_m2m_allegation_party] associates an allegation to
subject of allegations.
table.
Bank Account Bank account table.
[sn_hr_core_profile_bank_account]
Bulk Case Creation Data Bulk case creation data table.
[sn_hr_core_bulk_case_creation_data]
Bulk Case Creation Run Bulk case creation run table.
[sn_hr_core_bulk_case_creation_run]
Case Restriction Configuration Extends the COE Security Policy
{sn_hr_er_case_restriction] {sn_hr_core_coe_security_policy]
table.
Client Role Rule Client role rule table.
[sn_hr_core_client_role_rule]
COE Center of Excellence (COE)
[sn_hr_core_coe] table.
COE Configuration Matching Center of Excellence (COE)

[sn_hr_core_coe_config_matching] configuration matching table.

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Table Description
Compensation Compensation table.

[sn_hr_core_compensation]
Compensation Bonus Bonus compensation table.
[sn_hr_core_bonus] Note: This table is
an extension of the
Compensation table.
Compensation Salary Salary compensation table.
[sn_hr_core_salary] Note: This table is
an extension of the
Compensation table.
Compensation Stocks Stocks compensation table.
[sn_hr_core_stocks] Note: This table is
an extension of the
Compensation table.
Corrective Action Contains information on
[sn_hr_er_corrective_action] corrective actions associated
with an ER case.
table.
Direct Deposit Direct deposit table.
[sn_hr_core_direct_deposit]
Employee Relations Case Extends the HR case
[sn_hr_er_case] [sn_hr_case] table.
table.
HR Beneficiary HR beneficiary table.
[sn_hr_core_beneficiary]
HR Benefit HR benefits table.
[sn_hr_core_benefit]
HR Benefit Plan HR benefit plan table.
[sn_hr_core_benefit_provider]

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Table Description
HR Benefit Type HR benefit type table.

[sn_hr_core_benefit_type]
HR Case HR case table.
[sn_hr_core_case]
HR Benefits Case HR benefits case table.
[sn_hr_core_case_benefits] Note: This table is an
extension of the HR Case
table.
HR Compensation HR compensation case table.
[sn_hr_core_case_compensation] Note: This table is an
table.
HR Condition HR condition table.
[sn_hr_core_condition]
HR Conditions for Criteria HR conditions for criteria table.
[sn_hr_core_m2m_condition_criteria]
HR Contact HR contacts table.
[sn_hr_core_contact]
HR Corporate Communications Case HR corporate communications
[sn_hr_core_case_corporate_communcations] case table.
Note: This table is an
table.
HR Criteria HR criteria table.
[sn_hr_core_criteria]
HR Criteria for Links HR criteria for links table.
[sn_hr_core_m2m_link_template]
HR Disability Benefit HR disability benefits table.
[sn_hr_core_disability_benefit]

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Table Description

extension of the HR Benefits
table.
HR Disciplinary Issue Type HR disciplinary issue type table.
[sn_hr_core_disciplinary_issue_type]
HR Disciplinary Warning Type HR disciplinary warning type
[sn_hr_core_disciplinary_warning_type] table.
HR Document Acknowledgement HR document

[sn_hr_core_document_acknowledgement] acknowledgement table.
HR Document Template HR document template table.

[sn_hr_core_document_template]
HR Document Type HR document type table.
[sn_hr_core_document_type]
HR Employee Relations Case HR employee relations case
[sn_hr_core_case_relations] table.

table.
HR Ethics Case HR ethics case table.
[sn_hr_core_case_ethics] Note: This table is an
table.
HR Global Mobility Case HR global mobility case table.
[sn_hr_core_case_global_mobility] Note: This table is an
table.
HR Health Benefit HR health benefits table.
[sn_hr_core_health_benefit] Note: This table is an
table.
HR Insurance Benefit HR insurance benefits table.

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Table Description
[sn_hr_core_insurance_benefit] Note: This table is an

table.
HR Investigations Case HR investigations case table.

[sn_hr_core_case_investigation] Note: This table is an
table.
HR Operations Report HR operations report table.
[sn_hr_core_op_report]
HR Operations Report Frequency HR operations report frequency
[sn_hr_core_op_report_frequency] table.
HR Operations Report Type HR operations report type table.

[sn_hr_core_op_report_type]
HR Operations System HR operations system table.
[sn_hr_core_op_system]
HR Operations System to Report Type HR operations system to report
[sn_hr_core_op_system_to_report_type] type table.
HR Payroll Case HR payroll case table.

[sn_hr_core_case_payroll] Note: This table is an
table.
HR PDF Template HR PDF template table.
[sn_hr_core_pdf_template] Note: This table is an
extension of the HR
Document Template table.
HR Performance Case HR performance case table.
[sn_hr_core_case_performance] Note: This table is an
table.
HR Profile HR profiles table.
[sn_hr_core_profile]
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Table Description
HR Retirement Benefit HR retirement benefits table.

[sn_hr_core_retirement_benefit] Note: This table is an
table.
HR Service HR services table.
[sn_hr_core_service]
HR Service Options HR service options table.
[sn_hr_core_service_option]
HR Talent Management Case HR talent management case
[sn_hr_core_case_talent_management] table.

table.
HR Task HR task table.
[sn_hr_core_task]
HR Template HR template table.
[sn_hr_core_template]
HR Tier Escalation HR tier escalation table.
[sn_hr_core_tier_definition]
HR Total Rewards Case HR total rewards case table.
[sn_hr_core_case_total_rewards] Note: This table is an
table.
HR Visa Category HR visa category table.
[sn_hr_core_visa_category]
HR Workforce Administrator HR workforce administration
[sn_hr_core_case_workforce_admin] case table.

table.
HRIT Operations Case HRIT operations case table.

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Table Description
[sn_hr_core_case_operations] Note: This table is an

table.
HR Lifecycle Events Case HR lifecycle events case table.

[sn_hr_le_case] Note: This table is an
table.
Interview Contains information related to
[sn_hr_er_interview] ER interviews.
table.
Involved Party Contains information on
[sn_hr_er_involved_party] involved parties related to the
ER case.
table.
Job Profile Job profile table.
[sn_hr_core_job_profile]
Language Language table.
[sn_hr_core_language]
Matching Roles Matching roles table.
[sn_hr_core_matching_roles]
PDF Template Mapping PDF template mapping table.
[sn_hr_core_pdf_template_mapping]
Position Position table.
[sn_hr_core_position]
Relationship Relationship table.
[sn_hr_core_relationship]
Service Activity Service activity table.
[sn_hr_core_service_activity]

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Table Description
Sn HR Core Background Search Details Background check search

[sn_hr_core_service_activity] details table.
Sn HR Core Badge Badge table.

[sn_hr_core_badge]
Sn HR Core Bulk Case Request Bulk case request table.
[sn_hr_core_bulk_case_request]
Sn HR Core Config Case HR service-based case
[sn_hr_core_config_case] configuration table.
Sn HR Core Config Case Creation Case creation configuration

[sn_hr_core_config_case_creation] table.
Sn HR Core Config Case Creation Service Case creation service

[sn_hr_core_config_case_creation_service] configuration table.
Sn HR Core Email Content Email content table.

[sn_hr_core_email_content]
Sn HR Core Substitute Approver Substitute approver table.
[sn_hr_core_substitute_approver]
Topic Category Topic category table.
[sn_hr_core_topic_category]
Topic Detail Topic detail table.
[sn_hr_core_topic_detail]
Tuition Reimbursement Tuition reimbursement table.
[sn_hr_core_tuition_reimbursement]
User Fields On Case User fields on case table.
[sn_hr_core_service_approval_option]
Who is covered Who is covered table.
[sn_hr_core_who_is_covered]
For further information on table administration and how to manage data, see
Table administration.

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HR Administration
Administer the Case and Knowledge Management application to improve HR
efficiency and make it easier for employees to get the services they need.
Note: To use guided setup to help configure HR Service Delivery on

your instance, navigate to HR Administration > Guided Setup. For further
information on how to use the guided setup interface, see Using guided
setup.
HR properties
HR properties control the behavior of HR Service Delivery.
Before you begin

Role required: sn_hr_core.admin
Procedure
1. Navigate to HR Administration > Properties.
Some HR properties are found under sys_properties.list.
2. Configure the HR properties, as appropriate.
HR Properties form
sn_hr_core.hr_profile_default_fields
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.
sn_hr_core.hr_email Enter the default email address for general HR
inquiries.
sn_hr_core.hr_phone Enter the default phone number for general HR
inquiries.
sn_hr_core.hr_profile_editable_fields
Fields that users can edit themselves about their
employee profile.
sn_hr_core.profile.max.triesThe maximum number of attempts allowed before
the application exits when creating a user.
The default priority on cases that the Opened for
sn_hr_core.hr_vip_default_priority
and/or Subject person is tagged as a VIP.

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Check Yes (true) to prevent any user

sn_hr_core.impersonateCheck
impersonating another user from viewing HR
information.
Note: Even if the logged in user has HR

access and impersonates another HR user
with the same access, HR information is not
visible.
Check Yes to enable signature retrieval and
com.snc.signaturepad.retrieveSignature
allowing users to save their digital signatures for
reuse. If true, retrieves the latest signature image
for a user and show it by default when the user
navigates to the signature pad.
sn_hr_core.log The level of detail for system logs. The valid values
are:
• Info: Least amount of detail
• Warn: Default
• Debug: Most amount of detail
Check Yes to have work notes from a task also
sn_hr_core.rollup_work_notes
appear on the case.
sn_hr_core.duplicate_hr_case_time_out
The number of days that must pass before a
duplicate case warning appears when an HR
case is created for the same HR service and
subject person in HR Agent Workspace.
The base system value is three (3) days.
For example, if an agent creates an HR case for a
General Benefits Inquiry (HR service) for Abel Tuter
and another General Benefits case is created
in HR Agent Workspace within three days, a
message appears notifying the user of a potential
duplicate case. A list of similar cases also appears.
The agent can continue to create a new case or
cancel.

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Note: This property only affects possible

duplicate HR cases for the same HR service
and subject person in HR Agent Workspace.
For more information, see Receiving a
duplicate case warning with HR Service
Delivery Agent Workspace.
sn_hr_core.inbound_emailThis parameter determines if an email to HR is
converted into an HR case.
• Yes: Create an HR case from email.
• No: Do not create an HR case from email.
sn_hr_core.sync.exclusion_fields.profile
Specifies which fields on the HR profile
(sn_hr_core_profile) table you don't want to
synchronize with the User (sys_user) table.
For example, specify fields that should not be
overwritten as they are already synchronized with
an external application.
sn_hr_core.sync.exclusion_fields.sys_user
Specifies which fields on the User (sys_user) table
you don't want to synchronize with the HR profile
(sn_hr_core_profile) table (as a comma separated
list).
For example, specify fields that should not be
overwritten as they are already synchronized with
an external application.
sn_hr_core.itext7.pdf_conversion
Activate this property to use the iText7 for
your document templates for PDF conversion,
pre-fill values, and merge signatures into your
documents.
sn_hr_core.reclassify_default_transfer
Determines how you want your instance to
behave when you transfer an HR case to another
case after an upgrade.
Valid entries:
• true: Use the default transfer case to use the
standard method. The HR case number changes
when transferring an HR case from one HR
service to another. Both HR case numbers
appear on the HR case for reference.

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• false: Use the reclassify method to transfer

an HR case. The HR case number does not
change after transferring an HR case from one
HR service to another.
Note: For more information, see Transfer an

HR case.
sn_hr_core.include_elevated_roles
Checks for logged in users that have roles with
elevated privilege before granting access. Valid
entries:
• true: Check if logged in user has role with
elevated privilege before granting access.
• false: Do not check if logged in user has role
with elevated privilege before granting access.
3. Click Save.
HR services
HR services are the requests and assistance an HR organization provides its
employees, such as benefits enrollment, direct deposit setup, and requests
for relocation assistance. They are the starting point for HR case creation and
define the process for that case type, from request to fulfillment. You can create
new or modify existing HR services, as well as configure them to be available for
internal use only or for employee self-service.
HR Centers of Excellence data model

HR services are categorized under one of the HR Centers of Excellence
(COEs), which are part of a data model that organizes HR data, services,
and processes by functional discipline. Each COE is an extension of the HR
Case [sn_hr_core_case] table, and each COE is further organized by HR topic
category and detail. Before you begin configuring the individual HR services,
review and set up the categorization structure for them.
• HR Centers of Excellence data model

• HR service categorization
HR request to fulfillment process

In determining what HR services to offer, you should consider:

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• What are the requests you expect to receive and the services you want to
provide?
• How do you plan to report on this data? This affects how you categorize your
HR services.
• What information must you collect to fulfill the requests?
• How can the requests be made?
◦ Email
◦ Phone
◦ Employee self-service through the HR service catalog
• How is the request ultimately fulfilled?
◦ HR case form
◦ Fulfillment instructions
◦ Approvals
◦ Tasks
◦ Child HR services
◦ Lifecycle events
◦ Knowledge articles
HR service configuration
HR services are the starting point for HR case creation and define the request
to fulfillment process for that case type. The configuration requirements for
an HR service depend on whether it is available for internal use only, or if you
are allowing the employee to request the service directly from the HR service
catalog through a self-service portal such as the Employee Center.
HR service type Configuration requirements
Internal use only • HR service

• HR case template
Employee self-service • HR service
• HR catalog item (also known as a record
producer)

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Not all HR services need to be accessible for employee self-service. Some
services may only be initiated by HR agents, such as to set up payroll for a new
hire. Some services may require the employee to contact HR directly by email
or phone, such as when a manager requests a promotion for a direct report.
In these cases, the HR case is created internally by the HR agent. HR services
intended for internal use only require configuration of the HR service and HR
case template. See HR service configuration for more information.
Other HR services, however, may also be initiated by the employee, such as to
update an employee profile or to request a password reset. These services are
made available as HR catalog items in the HR service catalog. Employees can
browse the HR service catalog and make requests directly from a self-service
portal such as the Employee Center. HR services intended for employee self-
service require configuration of the HR catalog item (also known as a record
producer) in addition to the HR service and HR case template. See HR catalog
item configuration for more information.
HR service catalog management

The HR service catalog provides employees a catalog of HR services that they
can request directly from HR. Employees can access the HR service catalog
from a self-service portal such as the Employee Center. You can manage the
setup and categorization of the HR service catalog, as well as configure the
individual HR catalog items that populate it.
• HR service catalog management

• HR service catalog categorization
HR template configuration
HR templates allow you to: automatically populate fields on an HR case or task
form. You can configure HR templates for:
• HR services
• HR catalog items
• HR service activities
• Lifecycle event activities
For more information, see HR templates.
HR Centers of Excellence data model

Organize HR data, services, and processes by functional discipline with the HR
Centers of Excellence (COEs) data model. Each COE can be configured to its
unique function, such as to payroll or employee relations. The COE data model
further allows you to limit access to sensitive information, promote consistency
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for metrics and reporting, and help drive automation by defining the request to
fulfillment process at the HR service level.
HR Centers of Excellence (COEs) overview

Each HR Center of Excellence is an extension of the HR Case [sn_hr_core_case]
table and is organized around a functional discipline, such as employee
relations, lifecycle events, payroll, talent management, workforce
administration, total rewards, and HRIT operations.
Note: The COEs available to you may differ depending on the HR

package you have.
Each COE is further organized by HR topic category and detail, which defines
the first- and second-level of categorization for HR services under that COE.
Each COE can have one or more topic categories. Each topic category can
have one or more topic details. And each topic detail can have one or more
HR services. This structure enables you to categorize HR services by functional
area, and you can configure the categorization structure and the individual HR
services to meet the needs of your organization.

587
The following video provides an overview of the HR Centers of Excellence,
including the benefits of COEs and how to configure and use the COE data
model.
The HR Centers of Excellence video provides an overview of the HR Centers of
Excellence (COEs), their benefits, the COE data model, how to configure and
use the COE data model, and how to handle a request for a new COE.
HR service categorization setup

Before you begin configuring the individual HR services, review and set up the
categorization structure for them.
Roles
The System Administrator (admin) role can configure and create new COEs.
The Lifecycle Event Administrator (sn_hr_le.admin) role with the Delegated
Developer (delegated_developer) role can also configure and create new
COEs.
HR service categorization
HR services are categorized under one of the HR Centers of Excellence (COEs),
which are part of a data model that organizes HR data, services, and processes
by functional discipline.
Each COE is an extension of the HR Case [sn_hr_core_case] table, and each
COE is further organized by HR topic category and detail. Before you begin
configuring the individual HR services, determine which COEs you want to use,
and then create or modify the appropriate HR topic categories and details for
each COE.

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Enable or disable an HR Center of Excellence (COE)
Enable or disable an HR Center of Excellence (COE) for use. COEs are tables
that extend the HR Case [sn_hr_core_case] table and part of a functional
discipline, such as total rewards or talent management. COEs are also part of HR
services that contain topic category and detail.
Before you begin

If your company:
• Does not use COEs.
• Wants to deactivate COEs.
• Has multiple environments and you're using system update sets to update
changes.
• Deactivate COEs manually on all your environments.
Note: System update sets capture deactivation in one environment, but

after a patch or upgrade, COEs are active in your other environments.
See System update sets.
Procedure
1. Navigate to HR Administration > COE Configuration.
2. Enable or disable the applicable HR Center of Excellence (COE).
Note: The COEs available to you may differ depending on the HR

package you have.

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When you disable a COE, the corresponding HR services associated with that
COE also disable.
• The extended tables associated with each COE do not disable. You can still
access these tables. Any active cases under a deactivated COE remains
active.
• Only the COE deactivates.
3. Click Save.
Configure an HR topic category

Create or modify an HR topic category to define the first-level of categorization
for HR services. Each topic category is associated with a single HR Center of
Excellence (COE).
Before you begin

Procedure
1. Navigate to HR Administration > HR Services > Topic Categories.
3. Fill in the fields on the form.

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Topic Category form
Field Description
Active Check box to activate the HR topic category for

use.
COE Name of the HR Center of Excellence (COE) that
the HR topic category is categorized under. Each
HR topic category is associated with a single COE.
Name Name of the HR topic category.
4. Click Submit or Update.
Configure an HR topic detail

Create or modify an HR topic detail to define the second-level of categorization
for HR services. Each topic detail is associated with a single topic category and
HR Center of Excellence (COE).
Before you begin

Procedure
1. Navigate to HR Administration > HR Services > Topic Details.
Topic Detail form
Field Description
Active Check box to activate the HR topic detail for use.

Name Name of the HR topic detail.
Topic category Name of the HR topic category that the HR topic
detail is categorized under. Each HR topic detail is
associated with a single HR topic category.
Configuring HR Service Delivery Center of Excellence (COE) security policies

Use COE Access Control List (ACLs) Configuration to allow specific groups read
or write access to HR cases under a specific COE.

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For example, you don't want the Benefits group to view the cases created by
the Compensation group. You create a COE security policy that allows the
Compensation group access. Groups that aren't included on the policy cannot
access the cases.
Use this feature as an alternative to using ACLs rules. For more information on
ACLs, see Access control list rules .
COE security policies don't affect case creation. COE security policies affect
what cases you can view or modify after creation.
You can still reclassify (transfer) HR cases from one HR service to another.
Depending on the security policy, you might not be able to view the case after
reclassification.
COE ACL Configuration uses the COE Security Policy
[sn_hr_core_coe_security_policy] table to determine access to the extended HR
case tables (COEs).
The tables you can provide security for are:
Label Name
HR Benefits Case sn_hr_core_case_benefits

HR Compensation Case sn_hr_core_case_compensation
HR Corporate Communications Case sn_hr_core_case_corporate_communcations
HR Employee Relations Case sn_hr_core_case_relations
HR Ethics Case sn_hr_core_case_ethics
HR Global Mobility Case sn_hr_core_case_global_mobility
HR Investigations Case sn_hr_core_case_investigation
HR Payroll Case sn_hr_core_case_payroll
HR Performance Case sn_hr_core_case_performance
HR Talent Management Case sn_hr_core_case_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
HR Lifecycle Events Case sn_hr_le_case
Note: You can also provide security to any case table you extend.

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To define security for a COE:
• Choose all or specific HR services that fall under a COE.
Note: When you select specific HR services for a COE, the unselected HR
services are accessible by the case reader.
• Determine what groups have read or write access to HR services under a COE.
• Create conditions to filter the records that apply to your security policy.
Note: Condition builder is a powerful tool that filters specific actions on

the COE. Use caution when using conditions on your security policy. It
may also affect system performance.
Create COE security

Place security on a COE to prevent a group from accessing another group's
cases.
Before you begin

Role required: admin, sn_hr_core.admin, sn_hr_le.admin
Procedure
1. Navigate to HR Administration > COE ACL Configuration.
2. Select the COE (table that extends the HR case table) you want specified
groups to have access to.

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3. Check Applies to all services if you want all the HR services under the selected
COE to be included in the security policy.
4. Leave this field blank to select specific HR services under a COE.
5. If you leave this field blank, the Services field appears and you can select
specific HR services.
6. Ensure that the Application field displays the scope correctly. For more
information, see System settings for the user interface (UI) .
7. Check Active to enable security on the COE.
8. From the Type field, select how the policy you are defining controls security for
the COE. Your choices are:
• Read:
• Write:
• Case Locking:
Selecting Case Locking displays the following fields:

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• Able to lock cases: Users that belong to the associated group can lock
cases under the COE.
• Able to view locked cases: Users that belong to the associated group can
view locked cases.
9. Select the conditions the security policy must meet to be in effect. If you want
the security policy to be in effect for cases that affect all cases under a COE
that are not active:
When defining conditions like case sensitivity or null values, see APIGlideFilter -
Scoped, Global.
Note: Use caution when creating conditions.

10. Select Save to remain on the security policy you are working on or Submit to
return to the list of COE Security Policies. If you select Save, the Groups related
list appears.
11. Select Edit to associate groups to the COE security policy. For more
information on Groups, see Manage HR Groups.
12. Move the groups you want associated with the COE security policy you are
defining from the Collection column to the Groups List column.

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13. Select Save. The COE Security Policy returns.
14. Select Update.
HR services are the requests and assistance an HR organization provides
its employees. You can configure an HR service to define the request to
fulfillment process for that case type. You can configure an HR case template
to automatically populate fields on the HR case form when a request for that
service is made. And if you need to make an existing HR service available
for employee self-service, you can configure a record producer to make the
service available as an HR catalog item in the HR service catalog.
Tip: For best results, do not configure multiple record producers to invoke a
single HR service.
Note: If you are creating a new HR service and plan to make it available
for employee self-service, see HR catalog item configuration instead.
Creating a new HR catalog item automatically creates a corresponding HR
service, and you can avoid creating duplicate services.
Configure an HR service
Create or modify an HR service to define the request to fulfillment process for
that case type. Examples of HR services include benefits enrollment, direct
deposit setup, and background check requests by third-party providers.

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Before you begin
Procedure
1. Navigate to HR Administration > HR Services > HR Service Configuration.
Note: If you are creating a new HR service and plan to make it available
for employee self-service, see HR catalog item configuration instead.
Creating a new HR catalog item automatically creates a corresponding
HR service, and you can avoid creating duplicate services.
3. Fill in the fields on the form, as appropriate.
HR Service form
Field Description
HR service name Name of the HR service.

Value This field is automatically set to the name of the HR
service.
Badge Badge to use with the HR service. Badges display on the
portal to indicate to the employee which department
is fulfilling that activity. See Configure an HR badge for
more information.
Fulfillment type Fulfillment type defines requirements of the HR service.
Select one of the following values:
Manual A simple fulfillment type with no
associated configurations. For
example, for a medical benefits
inquiry, the HR agent would fulfill the
employee's request by answering the
employee's question.
Service Activity Service activities fulfill the HR service.
In the Service Activities section at the
bottom of the HR Service form, add
one or more service activities to fulfill
the HR service.

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Field Description
Note: Service activities can

be approvals, tasks, or child
HR services. See Configure a
service activity for an HR service
for more information.
Workflow A workflow fulfills the HR service.
Lifecycle Event (Enterprise Onboarding and
Transitions only) A lifecycle event
fulfills the HR service. In the Lifecycle
Event Type field, select a lifecycle
event to fulfill the HR service.
Note: A lifecycle event is

a collection of activities
that comprise an employee
experience such as new hire
onboarding. See Building
a lifecycle event for more
information.
Advanced An advanced option to fulfill the
HR service using a combination of
workflows and service activities.
Flow A flow fulfills the HR service.
Flow This field appears only when Flow is selected from the
Fulfillment type field. Select a flow to fulfill the HR service.
Note: A flow automates a process with a sequence

of reusable actions. See Flow designer for more
information.
Topic detail HR topic detail that the HR service is categorized under.
Note: The HR topic detail is the second-level of

categorization for HR services. See HR service
categorization for more information.
Topic category HR topic category that the HR service is categorized
under.

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Field Description
Note: The HR topic category is the first-level of

categorization for HR services. See HR service
COE HR Center of Excellence (COE) that the HR service is
categorized under.
Note:
• The COEs are organized around functional
disciplines and are extensions of the HR Case
[sn_hr_core_case] table. See HR service
• (Enterprise Onboarding and Transitions only)
An HR service for a lifecycle event can be
associated with any COE.
Automatically Option to automatically close the HR case after all of the
close case to-dos or all of the mandatory to-dos are complete. This
field appears when Service Activity or Lifecycle Event is
selected from Fulfillment type.
Close when Select one of the following:
• All to-dos are complete
• Mandatory to-dos are complete
Close offset Number of days to offset the closure
of the HR case. For example, if the
offset is set to three, then the HR
case will close three days after the
completion of all (or all mandatory)
to-dos.
Note: The maximum offset that

you can apply is 90 days.
Active Option to activate the HR service for use.
Show case to (Employee Service Center only) Option to show the HR
subject person case to the subject person when it is created, including:

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Field Description
• HR tasks assigned to the subject person
Note: The ticket page of the Employee Center

shows all to-dos and requests for an HR case
when the Opened for and Subject person are
identical. If you want the Subject person to only
see tasks assigned to them, change the Opened
for person to someone different (possibly the
Subject person's manager).
• Child HR cases where the subject person is also the
opened for
• Child HR cases when the subject person has a task
assigned
• Requests where the subject person is the requested for
If the HR case has one or more child cases, the child
cases are automatically rolled up with the parent case
up to three generations. HR child cases that are rolled up
with the parent do not appear as separate requests on
the requests page. Non-HR child cases appear both as a
separate request and as part of the roll-up on the parent
case.
Template HR case template to use with the HR service.
Note: The HR case template automatically

populates fields on the HR case form when a
request for that service is made. See Configure an
HR case template for more information.
Record producer (Employee self-service only) Record producer to use with
the HR service if you want to make the service available
as an HR catalog item in the HR service catalog.
Tip: For best results, do not configure multiple

record producers to invoke a single HR service.
Note: The record producer defines the required

fields and how the HR catalog item appears in the
HR service catalog to employees. See Configure
a record producer for an HR service for more
information.

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Field Description
Case options Additional case options for the HR service. For example,
you can:
• 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.
• Automatically Initiates Document tasks:
Tasks are created for participants who are
mapped to a document template. This option
appears only when the Document Templates
[com.snc.document_templates] plugin is installed and
a document template is selected on a HR service.
• 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 using the HR template or
matching rules. Skipping auto assignment does not
affect HR templates, assignment rules, or workflows.
• Skip Automatic User Acceptance State: Select to
bypass the user acceptance state.
• User Cannot Cancel: Opened for person on HR case
cannot cancel it via the Employee Center (EC) or
service portal.
HR criteria HR criteria to apply to the HR service.

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Field Description
Note:
• HR criteria defines the conditions that an
employee must meet for an HR agent to be able
to access that HR service on their behalf. For
example, you can configure the HR criteria for
a 401(k) request so that the HR service is only
available to U.S. employees from the Create
New Case module. See HR criteria for more
information.
• (Employee self-service only) HR criteria applied
to the HR service is internal-facing only, and has
no relation to the user criteria that is used to
control what HR catalog items an employee can
access from the HR service catalog. See Edit the
record producer for an HR catalog item for more
information.
• When defining conditions like case sensitivity or
null values, see APIGlideFilter - Scoped, Global.
Opened for / (Employee Service Center only) Configuration of the HR
Approver view ticket page header for the person that the HR case was
opened for and any approvers.
Note: The HR ticket page is where users can view

the details of an HR case in the Employee Center.
See Configure the HR ticket page header for an HR
service for more information.
Subject person / (Employee Center only) Configuration of the HR ticket
Task assignee page header for the subject person of the HR case and
view any task assignees.
Note: The HR ticket page is where users can view

the details of an HR case in the Employee Center.
See Configure the HR ticket page header for an HR
service for more information.
Case creation Configuration of the HR case creation form for the HR
service config service.

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Field Description
Note: The HR case creation form is what displays

when an HR agent selects an HR service from the
Create New Case module. You can configure the
form to include additional fields to collect relevant
information. See Configure the HR case creation
form for an HR service for more information.
Description Description of the HR service.
4. In the Checklist related list, you can provide steps to help HR agents fulfill HR
cases for the associated HR service.
Field Description
Checklist Provide a checklist of items for HR agents to check

off when fulfilling the HR case.
5. In the HR Service Additional Information related list, you can configure the
fields that appear on the HR case form after a request for that service is made.
This is a two-part process. In addition to the configuration here, you must also
configure the HR case form for the HR Center of Excellence (COE) that the HR
service is categorized under.
Note: The HR case form is what displays after an HR case is created.

Configuration of the HR case form is a two-part process. See Configure
the HR case form for an HR service for more information.
Note: If you added a custom column to an HR COE table, you must

create a UI policy action (Visible field is set to False) to hide it from
other HR services that use that HR COE table. For example, if you add
a custom column to the HR Payroll Case [sn_hr_core_case_payroll]
table, it appears in all HR services related to this table. The custom
column appears even after you add it for a specific HR service. For more
information, see UI policies.
Configure a service activity for an HR service

If the fulfillment type of an HR service is set to Service Activity, configure one or
more service activities. Service activities can be approvals, tasks, or child HR
services.

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Before you begin
Procedure
2. Open the HR service.
3. In the Fulfillment type field, verify that the value is set to Service Activity.
The Service Activities section appears at the bottom of the HR service
form.
4. Click New or open a record, and follow the tasks as applicable.
On the Service Activity form, you can configure the following types of service
activities:

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• Approval
• Task
• Child HR Service
For each service activity type, follow the applicable task.
Configure an approval
Configure a service activity that is an approval. Approvals require one or more
users to approve the case before it can proceed.
Before you begin

Procedure
1. On the Service Activity form, set the Activity type field to Approval.
Field Description
Activity type Set the value to Approval.

Name Name of the service activity.
Missing any approver Select one of the following actions for when any
approver is missing:
• Select replacements
• Skip missing
• Close incomplete
Missing all approvers Select one of the following actions for when all
approvers are missing:
• Select replacements
Wait for Select one of the following actions for when an
approval is completed:
• Anyone to approve
• Everyone to approve
• First response from anyone

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Field Description
On rejection Select one of the following actions for when an

approval is rejected:
• Allow resubmit of approvals
Note: When an approval is rejected, the

Assigned to user for the case can submit
another request for approval with work
notes or comments. See Resubmit an HR
case for approval.
Note: To reject an approval, users

should have the HR case writer
[sn_hr_core.case_writer] role.
Parent HR service This field is automatically set to the parent HR
service.
Order Order number for when the service activity
is made available. Lower numbered service
activities are made available before higher
numbered service activities.
Note:
• The current service activity must be closed,
completed, accepted, or rejected before
the next service activity is made available.
• Service activities with identical order
numbers are made available at the same
time.
Approvers from case User fields from the HR case to approve the task.
Approver users Users to approve the task.
Approver groups Groups to approve the task.
3. Click Submit or Update on the Service Activity form.

4. Click Update on the HR Service form.
Configure a task
Configure a service activity that is a task.

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Before you begin
Procedure
1. On the Service Activity form, set the Activity type field to Task.
Field Description
Activity type Set the value to Task.

Child task template Name of the child task template that the service
activity is associated with.
Note: The HR task template automatically

populates fields on the HR task form when
the task is generated. See Configure an HR
task template for more information.
service.
Note:
time.

Configure a child HR service

Configure a service activity that is a child HR service.

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Before you begin
Note: This feature is only available when the Human Resources Scoped
App: Lifecycle Events (com.sn_hr_lifecycle_events) plugin is activated.
For more information, see Understanding Enterprise Onboarding and
Transitions.
Procedure
1. On the Service Activity form, set the Activity type field to Child HR Service.
Field Description
Activity type Set the value to Child HR Service.

Child HR service Name of the child HR service that the service
service.
Note:
time.

Configure the HR ticket page header for an HR service

Configure the HR ticket page header for an HR service. The HR ticket page is
where users can view the details of an HR case in the Employee Service Center.

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You can define how the HR case header appears for the opened for/approver
and subject person/task assigned users. The HR case header configuration
records can be applied to one or more HR services.
Before you begin

Procedure
3. For each of the following fields, open the HR case header configuration
record.
Option Description
Appearance of the HR case head

Opened for / Approver view er for the opened for and approver
users in the HR ticket page.
Appearance of the HR case head
Subject person / Task assignee view er for the subject person and task as
signee users in the HR ticket page.
Note: To create a new HR case header configuration record for the HR

service, click the Lookup icon, and then click New.
Configuration form
Field Description
Name Name of the HR case header configuration

record.
COE HR case table that the configuration is associated
with.
5. In the Title row related list, configure the title of the HR case header.
You can map one or more fields from the HR case table, such as the HR
service and the subject person's name. Alternatively, you can provide your
own text for a custom title.
6. In the Person row related list, configure the person row of the HR case header.

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You can map one or more fields from the HR case table, such as the opened
for, subject person, assigned to, and watch list users. You can also provide
custom labels for each person's column.
7. In the Details related list, configure the detail row of the HR case header.
You can map one or more fields from the HR case table, such as the short
description. You can also provide custom labels for each detail's column.
8. Click Submit or Update on the HR case header configuration form.
9. Click Update on the HR service form.
Example: Custom HR case header for dental benefits HR cases in the

HR ticket page
You are part of an enterprise HR organization using the HR Service Delivery
application. You want to customize the appearance of the HR case header
when a user views a dental benefits HR case in the HR ticket page in the
Employee Service Center.
To do this, you need to configure the HR case header form for the dental
benefits HR service for the opened for/approver users and the subject person/
task assignee users. For each user group, you can customize the appearance of
the title, person, and detail row.
Once configured, you can see how the HR case header appears in the HR
ticket page for the dental benefits HR service.

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Configure the HR case creation form for an HR service
Configure the fields that appear on the HR case creation form for an HR service.
This is the form that displays when an HR agent selects an HR service from the
Create New Case module. You can include additional fields on the HR case
creation form so that HR agents are able to collect relevant information before
beginning work on the case. The case creation configuration records can be
applied to one or more HR services.
Before you begin

Procedure
3. In the Case creation service config field, open the case creation
configuration record.
Note: To create a new case creation configuration record for the HR

service, click the Lookup icon, and then click New.
Case Creation Service Configuration form
Field Description
Name Name of the case creation service configuration

record.

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Field Description
Task create table Name of the HR case table that the record is
associated with.
Left task fields Fields to add on the left side of the form.
Note: Only fields added to the Left task fields

appear on the User segment groups form.
Fields added to the Right task fields do not
appear o the User segment groups form. For
more information, see Create a user segment
group.
Right task fields Fields to add on the right side of the form.
Bottom task fields Fields to add on the bottom of the form.
5. Click Submit or Update on the case creation service configuration record.

Example: Additional fields for tuition reimbursement HR case creation

forms
application. You have several HR services related to tuition reimbursement, and
you know this case type requires the HR agent to collect information such as
the school name, course title, and course justification before case work can
begin. If that information is collected prior to case creation, you can save your
organization time by avoiding the back-and-forth the HR agent and employee
must engage in to capture the relevant information.
To do this, you need to configure the HR case creation form for tuition
reimbursement HR services to include additional fields that ask for the school or
program name, course title, course justification, course start date, and course
end date. So you create a case creation service configuration record and
associate it with the HR Total Rewards Case [sn_hr_core_case_total_rewards]
table. For the left, right, and bottom task fields, you add the additional fields you
want to appear on the form.

612
Once the configuration is complete, HR agents that select the tuition
reimbursement request service from the Create New Case module will see
the additional fields that you added. This enables the HR agent to collect the
relevant information before beginning work on the case.
Configure the HR case form for an HR service

Configure the fields that appear on the HR case form for an HR service. This is
the form that displays after an HR case is created. Configuration of the HR case
form is a two-part process. First, you add or remove the additional fields on the
HR service form. Second, you configure the HR case form for the HR Center of
Excellence (COE) that the HR service is categorized under.

613
Before you begin
Procedure
1. Add or remove the fields in the HR Service Additional Information related list.
a. Navigate to HR Administration > HR Services > HR Service Configuration.
b. Open the HR service.
c. In the HR Service Additional Information related list, fill in the fields as

appropriate.
Field Description
Service table fields Click the lock icon to view the list of available
fields from the HR Center of Excellence (COE)
that the HR service is categorized under. Select
the fields you want to appear on the HR case
form for the HR service. For example, the 401(k)
retirement plan enrollment inquiry HR service
includes the Benefit plan field.
Note: If you added a custom column to

an HR COE table, you must create a UI
policy action (Visible field is set to False)
to hide it from other HR services that use
that HR COE table. For example, if you add
a custom column to the HR Payroll Case
[sn_hr_core_case_payroll] table, it appears
in all HR services related to this table. The
custom column appears even after you
add it for a specific HR service. For more
Subject person related Click the lock icon to search for a subject person
lists related list you want to appear on the HR case
form for the HR service. For example, the 401(k)
retirement plan enrollment inquiry HR service

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Field Description
includes the Retirement Benefits for Subject

Person related list.
d. Click Update.
2. Configure the HR case form for the HR Center of Excellence (COE) that the HR
service is categorized under.
a. Navigate to HR Case Management > All HR Cases, and open an HR case
that is part of the same COE as the HR service.
b. In the HR case form header, click the menu icon and navigate to Configure
> Form Layout.
c. Move the fields that you added to the HR service form to the Selected
column.
d. Click Save.
HR case form configuration examples

Examples on how to configure the HR case form for an HR service.
Example: Additional fields for 401(k) HR case forms

application. You have several HR services related to 401(k) retirement benefits,
and you want to add several additional fields to the HR case form, specifically
the benefit plan and the list of retirement benefits for the subject person. This
way, HR agents can have access to that information when working on that case
type. Configuration of the HR case form for an HR service is a two-part process:
First, you need to add the fields and/or related lists you want to appear on the
HR case form for that HR service in the HR Service Additional Information related
list.

615
Second, you need to configure the HR case form for the COE that the HR service
is categorized under. For the 401(k) retirement plan enrollment inquiry HR service,
that COE is HR Total Rewards. Open any HR case for the HR Total Rewards
COE. In the HR case form header, click the hamburger icon and navigate to
Configure > Form Layout. Make sure the additional fields are included under the
Selected column.
Once the configuration is complete, HR agents that are working on a 401(k)

case will see the additional fields you added to the HR case form. This enables
the HR agent to use the additional information as they work on the HR case.

616
Example: Requesting an e-signature for an HR document template
You are configuring an HR service to request electronic signatures for HR
document templates using HR e-signature. Unlike managed documents or
knowledge articles, the HR document template that the signatory will sign is
selected on the HR case form. Therefore, you need to add the PDF Template
field to the HR case form for your HR service. This way, HR agents can select the
HR document template that they want the employee to sign when creating that
case type.

617
First, on the HR service form, under the HR Service Additional Information related
list, add the PDF Template field.
Second, create an HR case or open an existing case that is part of the COE that
your HR service is categorized under. On the HR case form header, click the
menu icon and navigate to Configure > Form Layout. Make sure that the PDF
Template field is included under the Selected column.
Now, when an HR agent requests an electronic signature for an HR document

template, the PDF Template field will appear on the HR case form for that
HR service. This enables the HR agent to select an HR document template,
preview it, and generate it so that the employee can then electronically sign
the document.

618
Add a custom column (field) to an HR table
You can add custom columns (fields) to an HR table.
Before you begin

Note: When adding custom columns to an HR COE table, you must create
a UI policy to hide it from other HR services that use that HR COE table.
Procedure
1. Navigate to System Definition > Tables.
2. Select the table you want to add a custom column to.
3. Under the Columns tab, select New.
4. Fill in the fields for the Dictionary Entry.
Note: For more information on columns and fields, see Field

administration.

619
5. Select Save or Submit.
Note: If you added a custom column to an HR COE table, you must

create a UI policy action (Visible field is set to False) to hide it from
other HR services that use that HR COE table. For example, if you add
a custom column to the HR Payroll Case [sn_hr_core_case_payroll]
table, it appears in all HR services related to this table. The custom
column appears even after you add it for a specific HR service. For more
Configure an HR case template

Create or modify an HR case template for an HR service to automatically
populate fields on the HR case form when a request for that service is made.
Before you begin

Procedure
3. Open the HR template for that service.
Note: To create a new HR case template for the HR service, click the
Lookup icon, and then click New.

620
Note: This is the new UI form view. To switch to the classic UI, click Switch
to Classic UI in the form header.
HR Case Template form
Field Description
Name Name of the HR case template.

Active Option to activate the HR case template for use.
COE HR case table (COE) that the HR case is
categorized under when a request for that HR
service is made.
Note: Make sure that the COE for the

HR case template matches that of the
associated HR service.
Owning group Group that is responsible for the HR case template.
Short Description Short description that appears on the HR case
form when a request for that HR service is made.
Priority Priority assigned to the HR case when a request for
that HR service is made.
Assignment type Assignment of the HR case when a request for that
HR service is made. You can assign the HR case to
a user, skill, or group. Select one of the following:
• Named user: In the Assigned to field, select a
user.
• Skills/Assignment group: In the Skills or
Assignment Group field, select a skill or group.
Use global descriptions Option to enable the use of global descriptions
for translations for translations. If selected, you can provide
the short description and description for the
HR case template in one or more languages.
See Translations for HR cases and tasks for more
information.
You can use dynamic variables to personalize your
short and global descriptions.
Using dynamic variables in an HR task template
works in:

621
Field Description
• HR tasks related to HR cases in the legacy UI or

HR Service Delivery Agent Workspace
• Employee Center Pro To-dos form
• Lifecycle Events ticket form
Note: Because some dynamic variables

might provide personal information, use the
sn_hr_core.task_template_variable_ignore
system property to ensure privacy. For
example, social security number (ssn) is
excluded by default. You can add other
variables to this system property to disable
them but ensure they are comma separated
with no spaces between each variable.
Add field Fields to automatically populate on the HR case
Select one or more fields from the Add field list
and provide the desired values. For example,
you can add the State field to set a default case
state or add the PDF Template field to select a
document for cases that require a document
acknowledgement or signature.
Note: Select the Document Template

option to associate a document
template (of Document Templates
[com.snc.document_templates] plugin) with
an HR service.
5. Click Submit or Update on the HR template form.

Configure a record producer for an HR service

If you have an existing HR service that you want to make available for employee
self-service, configure a record producer so that the service appears as an HR
catalog item in the HR service catalog. (Do not create a new HR catalog item.
Creating an HR catalog item automatically creates a corresponding HR service,
and you can avoid creating duplicate services.)

622
Before you begin
Tip: For best results, do not configure multiple record producers to invoke a
single HR service.
Procedure
3. Open the record producer for that service.
Note: To create a new record producer for the HR service, click the
Lookup icon, and then click New.
Record Producer form
Field Description
Name Name of the record producer.

Table name HR case table that the record producer is
associated with.
Note: Make sure that the HR case table for

the record producer matches that of the
Model

623
Field Description
Application This field is automatically set to Human Resources:

Service Portal.
Active Option to activate the record producer for use.

Preview link Link to preview how the HR catalog item appears
to users in the HR service catalog.
Expand help for all
questions
5. In the What it will contain, Accessibility, and Generated Record Data related
lists, fill in the fields as appropriate. Since you are configuring the record
producer from the HR service form, make sure to:
a. In the What it will contain related list, provide the following script:
new sn_hr_core.hr_ServicesUtil(current, gs).createCaseFromProducer(producer,
cat_item.sys_id);
b. In the Accessibility related list, set the Catalogs field to Human Resources
Catalog.
6. In the Variables related list, configure the variables for the HR catalog item as
appropriate.
Variables collect information from the user, and are used to ask questions and
map answers to fields. You can add as many variables as you need to the HR
catalog item. Commonly used variables types include:
• Checkbox
• Multiple Choice
• Reference
• Select Box
• Single Line Text
To learn more about the different types of variables and how to configure
them, see Types of service catalog variables.
7. In the Available For and Not Available For related lists, configure the user
criteria to apply to the HR catalog item as appropriate.
User criteria controls which employees can access and request the HR
catalog item in the HR service catalog. To learn more about user criteria and
how they are used to control access to HR catalog items, see Set security for
items and categories.
624
Note: User criteria applied to the HR catalog item is employee-facing
only, and has no relation to the HR criteria that is used to control what HR
services an HR agent can request for an employee from the Create New
Case module. See Configure an HR service for more information.
8. Click Submit or Update on the record producer form.
HR service catalog management

Empower employees to request HR services through the HR service catalog. The
HR service catalog provides employees a catalog of HR services that they can
request directly from HR, such as to add beneficiaries to a benefits plan, request
a travel visa, or inquire about a discrepancy in their paycheck. Employees can
access the HR service catalog from a self-service portal such as the Employee
Service Center. You can manage the setup and categorization of the HR service
catalog, as well as configure the individual HR catalog items that populate it.
HR service catalog categorization

The HR service catalog is a collection of HR catalog items that employees can
request directly from HR. The HR catalog items are organized into categories,
which define the organizational structure for the catalog. For example, the
items can be categorized by benefits, employee data management, employee
relations, general, HR systems, payroll, talent management, and visas.
Note: The categorization of HR catalog items are employee-facing only,

and have no relation to the categorization of HR services under the HR
Centers of Excellence (COEs) data model.

625
You can manage the creation or modification of categories in the HR service
catalog, as well as assign or remove HR catalog items from a category
or assign or remove categories from an HR catalog item. To manage the
categorization of HR catalog items in the HR service catalog, see HR service
catalog categorization.
HR catalog item configuration

HR catalog items are the HR services that your organization makes available for
employees to request directly from the HR service catalog. (Not all HR services
need to be accessible to employees; some services are only initiated internally
by HR agents. This means that all HR catalog items have a corresponding HR
service, but not all HR services have a corresponding HR catalog item.) To
configure the HR catalog items, see HR catalog item configuration.
Once an HR catalog item is published to the HR service catalog, it is available
for employees to request. When an employee submits an HR catalog item
request, an HR case is created.
Related information
Service Catalog
HR service catalog categorization

HR catalog items in the HR service catalog are organized into categories. The
categories define the organizational structure for the catalog so that employees
can more easily browse and request the HR services they need. You can
manage the creation or modification of categories in the HR service catalog, as
well as assign or remove HR catalog items from a category or assign or remove
categories from an HR catalog item.
Note: The categorization of HR catalog items are employee-facing only,

and have no relation to the categorization of HR services under the HR
Centers of Excellence (COEs) data model.
Create an HR catalog category

Create a new category in the HR service catalog.
Before you begin

Procedure
1. Navigate to HR Administration > HR Services > Manage HR Catalog.
2. Click New Category.

626
3. Provide the category name and description.
4. Click Submit.
Edit an HR catalog category

Edit an existing category in the HR service catalog.
Before you begin

Procedure
2. Hover over the category you want to edit and click the edit icon.
3. Modify the category name, active state, or description as needed.

4. Click Submit.
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Assign or remove HR catalog items from a category
Assign or remove one or more HR catalog items from a category in the HR
service catalog.
Before you begin

Procedure
2. Select the category you want to assign or remove HR catalog items, and click
Assign / Remove Catalog Items.
3. Select the HR catalog items to assign and deselect the items to remove.
4. Click Save.

628
Assign or remove categories for an HR catalog item
Assign or remove categories for an HR catalog item in the HR service catalog.
Before you begin

Procedure
2. Select All Catalog Items.
3. Locate the HR catalog item you want to assign or remove categories, and
open the Categories list.
4. Select the categories to assign and deselect the categories to remove.
5. Click Save.

629
HR catalog item configuration
HR catalog items are the HR services that your organization makes available for
employees to request directly from the HR service catalog. You can configure
an HR catalog item (also known as a record producer) to define the required
fields and how the item appears in the catalog to employees. You can
configure an HR case template to automatically populate fields on the HR
case form when a request for that item is made. And you can link to relevant
knowledge articles or managed documents for employees to reference.
Note: If you have an existing HR service that you want to make available
for employee self-service, do not create an HR catalog item. (Creating a
new HR catalog item automatically creates a corresponding HR service.)
Instead, see Configure a record producer for an HR service to add the
existing service as an HR catalog item in the HR service catalog.
Create an HR catalog item

Create an HR catalog item so that employees can request the HR service
directly from the HR service catalog through a self-service portal such as
the Employee Service Center. When you create a new HR catalog item, a
corresponding HR service, record producer (synonymous to HR catalog item),
and HR case template are automatically created.
Before you begin

Procedure
2. Select a category.
3. Click New Catalog Item.
Note: If you have an existing HR service that you want to make available
for employee self-service, do not create an HR catalog item. (Creating a
new HR catalog item automatically creates a corresponding HR service.)
Instead, see Configure a record producer for an HR service to add the
existing service as an HR catalog item in the HR service catalog.
New Catalog Item form
Field Description
Name Name of the HR catalog item.

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Field Description
Short description Short description of the HR catalog item.

Case type Name of the HR Center of Excellence (COE)
that the corresponding HR service and record
producer are categorized under.
Note: The COEs are organized around

functional disciplines and are extensions of
the HR Case [sn_hr_core_case] table. To
learn more, see HR service categorization.
Topic Category Name of the HR topic category that the
corresponding HR service and record producer
are categorized under.
Note: The HR topic category is the first-level

of categorization for HR services. To learn
more, see HR service categorization.
Topic Detail Name of the HR topic detail that the
corresponding HR service and record producer
are categorized under.
Note: The HR topic detail is the second-level

of categorization for HR services. To learn
more, see HR service categorization.
Assignment group Default assignment group of the HR catalog item.
Priority Default priority of the HR catalog item.
5. Click Submit.
Note: If you click Publish, the HR catalog item will be available for
employees to request in the HR service catalog.
What to do next
The creation of an HR catalog item automatically creates a corresponding
HR service, record producer (synonymous to HR catalog item), and HR case
template. Configure the record producer and HR case template before you
publish the HR catalog item to the HR service catalog.
Edit the record producer for an HR catalog item

Edit the record producer for an HR catalog item to define the required fields
and how the item appears in the HR service catalog to employees.

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Before you begin
Procedure
2. Hover over the HR catalog item and click Edit catalog item.
Record Producer form
Field Description
Name Name of the record producer.

Table name HR case table that the record producer is
associated with.
Note: Make sure that the HR case table for

the record producer matches that of the
Model
Service Portal.
Active Option to activate the record producer for use.

Preview link Link to preview how the HR catalog item appears
to users in the HR service catalog.

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Field Description
Expand help for all

questions
4. In the What it will contain, Accessibility, and Generated Record Data related
lists, fill in the fields as appropriate. You can provide a short description and
description, configure a script, add images, define a template, and more.
5. In the Variables related list, configure the variables for the HR catalog item as
appropriate.
Variables collect information from the user, and are used to ask questions and
map answers to fields. You can add as many variables as you need to the HR
catalog item. Commonly used variables types include:
• Checkbox
• Multiple Choice
• Reference
• Select Box
• Single Line Text
To learn more about the different types of variables and how to configure
them, see Types of service catalog variables.
6. In the Available For and Not Available For related lists, configure the user
criteria to apply to the HR catalog item as appropriate.
User criteria controls which employees can access and request the HR
catalog item in the HR service catalog. To learn more about user criteria and
how they are used to control access to HR catalog items, see Set security for
items and categories.
Note: User criteria applied to the HR catalog item is employee-facing

only, and has no relation to the HR criteria that is used to control what HR
services an HR agent can request for an employee from the Create New
Case module. See Configure an HR service for more information.
7. Click Update.
Edit the HR case template for an HR catalog item

Edit the HR case template for an HR catalog item to automatically populate
fields on an HR case form when a request for that item is made.
Before you begin


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Procedure
2. Hover over the HR catalog item and click Edit Case Template.
Note: This is the new UI form view. To switch to the classic UI, click Switch
to Classic UI in the form header.
HR Case Template form
Field Description
Name Name of the HR case template.

Active Option to activate the HR case template for use.
COE HR case table (COE) that the HR case is
categorized under when a request for that HR
service is made.
Note: Make sure that the COE for the

HR case template matches that of the
Owning group Group that is responsible for the HR case template.
Short Description Short description that appears on the HR case
Priority Priority assigned to the HR case when a request for
that HR service is made.
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Field Description
Assignment type Assignment of the HR case when a request for that

HR service is made. You can assign the HR case to
a user, skill, or group. Select one of the following:
• Named user: In the Assigned to field, select a
user.
• Skills/Assignment group: In the Skills or
Assignment Group field, select a skill or group.
Use global descriptions Option to enable the use of global descriptions
for translations for translations. If selected, you can provide
the short description and description for the
HR case template in one or more languages.
See Translations for HR cases and tasks for more
information.
You can use dynamic variables to personalize your
short and global descriptions.
Using dynamic variables in an HR task template
works in:
• HR tasks related to HR cases in the legacy UI or

sn_hr_core.task_template_variable_ignore
system property to ensure privacy. For
example, social security number (ssn) is
excluded by default. You can add other
variables to this system property to disable
them but ensure they are comma separated
with no spaces between each variable.
Add field Fields to automatically populate on the HR case
Select one or more fields from the Add field list
and provide the desired values. For example,
you can add the State field to set a default case
state or add the PDF Template field to select a

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Field Description
document for cases that require a document

acknowledgement or signature.
Note: Select the Document Template

option to associate a document
template (of Document Templates
[com.snc.document_templates] plugin) with
an HR service.
4. Click Update.
Link knowledge articles or managed documents to an HR catalog item

Link knowledge articles or managed documents to an HR catalog item so
that employees can refer to the articles or documents when requesting the
service through the HR service catalog. For example, an HR catalog item for
a beneficiaries inquiry can include links to knowledge articles on who can be
named as a beneficiary, the difference between a primary and contingent
beneficiary, and so on.
Before you begin

For the link to display on the HR catalog item, make sure the item has a variable
that is:
• Type set to Macro with Label

• In the Type Specifications related list, with Widget set to HRI Catalog to KB
Article Display
Procedure
2. Hover over the HR catalog item that you want to add the knowledge article
or managed document to, and click Manage KB articles.

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3. Click New or open a record to add or edit a link.
Catalog Item to KB Link form
Field Description
Name Name of the HR catalog item to knowledge article

or managed document link.
Catalog Item This field is automatically set to the HR catalog
item.
Knowledge Article Name of the knowledge article.
Managed Document Name of the managed document.
Active Check box to activate the link for use.
Order Order number for the link. Lowered numbered links
are displayed before higher numbered links.

The knowledge article will display under the Related Knowledge Documents
section when employees open the HR catalog item in the HR catalog.
HR fulfillment instructions
HR fulfillment instructions provide focused and targeted information on how
an agent can complete an HR case faster and more efficiently for HR Service
DeliveryAgent Workspace and legacy HR Case Management.

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You can configure fulfillment instructions to appear for an HR case by group,
HR service, table, conditions, or a combination of multiple requirements. For
example, you can configure a different set of fulfillment instructions to appear
for HR cases that are based on the employee's location.
Using the condition builder, you can dynamically change what fulfillment
instructions appear for an HR case when it is transferred from one HR service to
another. For example:
• An HR case is created as a General Inquiry with specific fulfillment instructions.
• Later, this HR case is transferred to a Leave of Absence request. New fulfillment
instructions appear for the transferred case.
Checklist
To add a checklist to an HR case, use HR services. See HR service
configuration.
Configure HR fulfillment instructions

Use HR fulfillment instructions to provide focused and targeted instructions for an
HR case.
Before you begin

Procedure
1. Navigate to HR Administration > HR Services > HR Fulfillment Instructions.
2. Click New or open an existing fulfillment instruction.
Field Descriptions
Name Label of the fulfillment instructions.

Table Name of the table that contains the
fulfillment instructions for an HR case.
Condition Conditions under which the fulfillment
instructions are made available for
an HR case.
The conditions determine which
fulfillment instructions appear for
an HR case. For example, you can

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Field Descriptions
set conditions that an HR case has

different fulfillment instructions by
location.
Note: When defining conditions

like case sensitivity or null values,
see APIGlideFilter - Scoped,
Global.
For additional information, see

Condition builder.
Active Fulfillment instructions that are active
and available for use.
Order Order that the fulfillment instructions
appear for an HR case in relation to
other fulfillment instructions.
Instructions Text that provides instructions on how
to complete the HR case.
Use the tool suite to format the
instructions.
Knowledge articles Knowledge articles that you want to
attach to the fulfillment instructions.
HR agents use knowledge articles as
reference when fulfilling an HR case.
Note: Knowledge articles are

visible only to HR agents and not
to employees.
Note: Previously, Fulfillment Instructions and Checklists were configured

from HR services. Checklists are still configured from HR services. For more
information on checklists, see Checklists in HR cases and tasks.
HR templates
HR templates allow you to automatically populate fields on an HR case or task
form. You can configure HR templates for HR services, HR catalog items, HR
service activities, and lifecycle event activities.

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For Configure
HR service Configure an HR case template to automatically

populate fields on the HR case form when a request
for that service is made.
HR catalog item Edit the HR case template for an HR catalog item to
automatically populate fields on the HR case form
when a request for that item is made.
HR service activity Configure an HR task template to automatically
populate fields on the HR task form when the HR
service activity is triggered.
Lifecycle event activity Configure an HR task template to automatically
populate fields on the HR task form when the
lifecycle event activity is triggered.
Related information
Form templates
Configure an HR task template

Create or modify an HR task template to automatically populate fields on
the HR task form when that task is generated. You can configure an HR task
template for an HR service or lifecycle event activity.
Before you begin

Procedure
1. Choose one of the following:
Option Description
a. Navigate to HR Administration > HR Services > HR

Service Configuration, and open the HR service.
HR service activity Note: Make sure Fulfillment type is set to

Service Activity.
b. In the Service Activities list at the bottom of the

HR service form, open the service activity.

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Option Description
Note: Make sure Activity type is set to Task.

c. In the Child task template field, click the Lookup
icon.
a. Navigate to Lifecycle Events > Administration >

Activities, and open the lifecycle event activity.
(Enterprise Onboarding and
Note: Make sure Activity type is set to Em-
Transitions only) Lifecycle
ployee or Fulfiller. For fulfiller types, make
event activity
sure Fulfiller activity is set to HR Task.
b. In the HR task template field, click the Lookup
icon.

HR Task Template form
Field Description
Name Name of the HR task template.

Active Option to activate the HR task template for use.
Owning group Group that is responsible for the HR task template.
Short Description Short description that appears on the HR task form when
the task is generated.
You can use dynamic variables to personalize your short
description. Display the Rich Description field from the
Add field list. On the top, right of the field, select a table
and a list of variables from that table appear. You can
copy and paste a variable in this field.
Using dynamic variables in an HR task template works in:
• HR tasks related to HR cases in the legacy UI or HR
Service Delivery Agent Workspace

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Field Description

sn_hr_core.task_template_variable_ignore system
property to ensure privacy. For example, social
security number (ssn) is excluded by default. You
can add other variables to this system property
to disable them but ensure they are comma
separated with no spaces between each variable.
Optional Option to make the HR task optional.
HR task type Type of the HR task. Select one of the following:
HR Service An HR service fulfills the HR task. In the
HR Service field, select an HR service.
Submit Catalog A catalog item fulfills the HR task.
Item In the Catalog Item field, select a
catalog item.
Submit Order An order guide fulfills the HR task. In
Guide the Order Guide field, select an order
guide.
Collect employee Collects information from employees.
input In the Employee form field, select the
employee form that the user will fill
out or verify.
Note: Employee forms are

questionnaires built using the
survey designer to collect
information from employees.
See Collect employee input for
more information.
Checklist In the Checklist Items field, provide
the checklist items.
E-signature User electronically signs a document.
In the E-signature template field,
select the e-signature template to
use.

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Field Description
Note:
• E-signature is a scoped
application that enables
users to sign managed
documents, knowledge
articles, or HR document
templates with their typed or
drawn signature, credentials,
or as an acknowledgment.
See HR e-signature for more
information.
• If HR document template is
the document type of the
e-signature template, you
must select the HR document
template that the signatory
will sign on the HR case form.
See Select an HR document
template for an e-signature
task for more information.
Credential Prompts the user to login with
their credentials to acknowledge
conditions and terms related to their
signature. To add text that explains
what their login credentials mean,
add the Acknowledgment text
field. To add a document, add the
Acknowledgment document field.
Note: This option is only

available for existing customers
that have not yet migrated to e-
signature. See Migrate existing
HR task templates and open
HR tasks to e-signature for more
information.
E-Signature Prompts the user to sign a document.
To add text that explains what
their signature means, add the
Acknowledgment text field.

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Field Description
To add a document, add the


information.
Mark When Notify the user a Completed button
Complete appears on the HR Service Portal. Use
the Short description field to provide
details about this task.
Note: Mark When Complete

changes the state of the task to
Closed Complete.
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.

information.
Note: The document must

be included in the HR case
template in the PDF Template
field. See Configure an HR case
template.
To add text that explains what

their signature means, add the
To add a document, add the

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Field Description
Note: Acknowledgment text

entered on the HR document
template overrides text written
here. See Configure an HR
document template (HTML) or
Configure an HR PDF document
template.
Take Survey In the Survey field, select a survey
that the user is assigned to take.
Upload Requests the person assigned to the
Documents task to upload documents. Examples
are receipts, course registration, or
transcripts for tuition reimbursement.
Use the Short description field to
provide instructions.
Note: The task must be in Ready

or Work in Progress.
URL In the URL field, provide a URL that
the user acknowledges when
accessed.
View Video In the URL field, provide a video URL
that the user is requested to view.
Assignment type Assignment of the HR task when the task is generated.
You can assign the HR task to the employee or fulfiller.
Select one of the following:
Employee Select one of the following:
• Parent case subject person: Assign
the task to the subject person of
the parent case.
• Parent case opened for: Assign the
task to the opened for person on
the parent case.

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Field Description
• User from case: Assign the task to a

user from the case.
• Named user: Assign the task to a
specific user.
Fulfiller Select one of the following:
• Parent case assigned to: Assign the
task to the person the parent case
is assigned to.
• Named user: Assign the task to a
specific user
• User from case: Assign the task to a
user from the case.
• Skills/Assignment group: Select the
skills and group you want assigned
to the task.
Due date Due date of the HR task. Select one of the following:
• Based on task assignment date
• Based on parent case table
State State of the HR task when the task is generated. Select
one of the following:
• Draft
• Ready
• Work in Progress
• Closed Complete
• Closed Incomplete
• Cancelled
• Skipped
Task support Task support team for the HR task. Select one of the
team following:
None No task support team.
Users and groups Select users from the parent case or
HR groups as the task support team
for the HR task.

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Field Description
Queue Select a chat queue as the task

support team for the HR task.
Use global Option to enable the use of global descriptions for
descriptions for translations. If selected, you can provide the short
translations description and description for the HR task template in
one or more languages. See Translations for HR cases
and tasks for more information.
Check to show the Global short description and Global
description fields. You can select a table (top, right) from
the list and the associated dynamic variables from that
table appear. You can add dynamic variables when
creating your text to personalize the task. To use dynamic
variables in the Global short description field, copy and
paste the dynamic variables from the Global description
field.

Add field Fields to automatically populate on the HR task form
when the task is generated. Select one or more fields
from the Add field list and provide the desired values.
When you add Rich Description, you can select a table
(top, right) and the associated dynamic variables from
that table appear. You can add dynamic variables
when creating your text to personalize the task.

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Field Description

HR flows and triggers

HR flows created in Flow Designer use natural language to automate approvals,
tasks, notifications, and record operations without coding.
Three new flows are available to automate the triggering of Lifecycle Events.
The triggers are based on changes in the HR Profile [sn_hr_core_profile] or Job
[sn_hr_core_job] tables. These flows reduce or eliminate the need to write
business rules to trigger Lifecycle Events.
Note: Customize these flows to use in other Lifecycle Events other than on
boarding events.
The following flows are installed with the Human Resources: Core application.
These HR flows are deactivated by default.
New Hire on Boarding Case Trigger HR Profile
The trigger is based on the employee's start date in the HR Profile
Table [sn_hr_core_profile]. If the employment start date is at or after
today, the flow creates an HR Onboarding case. This flow runs every
time an HR profile is created or updated.
For more information about the HR Profile, see Employee Profile
table and HR Profile.
New Hire on Boarding Case Trigger Job
The trigger is based on the employee's start date in the Job Table
[sn_hr_core_job]. If the employment start date is at or after today,
the flow creates an HR Onboarding case. This flow runs every time
an HR profile is created or updated.
For more information about the Job Table and related profile
records, see Capturing multiple job records for a user.

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Case Trigger Custom Condition
Table: HR Profile [sn_hr_core_profile]
This flow can be used as a template to create a customized trigger.
The trigger is based on a custom date check for the employee start
date. The default trigger is initiated two days prior to the employee
start date. For more information about flows and triggers, see Flows.
These flows create an HR case adding an entry in the HR Lifecycle Events Case
[sn_hr_le_case] table. If multiple flows are active at the same time, there is a
high probability of creating duplicate records and cases.
Note: Only one of these flows should be active at any given time for a
particular lifecycle event.
Activate an HR flow
HR flows help automate task and case creation.
Before you begin

About this task

There are three HR flows installed with the Human Resources: Core application.
• New Hire on Boarding Case Trigger HR Profile
• New Hire on Boarding Case Trigger Job
• Case Trigger Custom Condition
Activation is immediate. These flows create an HR case adding an entry in the

HR Lifecycle Events Case [sn_hr_le_case] table. If multiple flows are active at the
same time, there is a high probability of creating duplicate records and cases.
Note: Only one of these flows should be active at any given time for a
particular lifecycle event.
Procedure
1. Navigate to Process Automation > Flow Designer.
2. Open the flow you want to activate.
3. Click the Activate button.
Configure how HR cases are created

Modify how search results for an employee appear and configure the default
HR case creation form.

649
Before you begin
About this task

HR case creation has multiple steps:
• Search for an employee or related case.
• Create an initial HR case.
• Complete the details of the case.
Using the Case Creation Configuration form you can control the information
returned from a search and the required fields when creating an initial HR case.
Note: Zing text search is used to search on indexed fields in the User
[sys_user], HR Profile [sn_hr_core_profile], and HR Case [sn_hr_core_case]
tables. Refer to Zing text indexing and search engine.
Procedure
1. Navigate to HR Administration > Case Creation Configuration.
2. On the form, modify the fields as appropriate.
Case Creation Configuration form
Field Description
Page size Determines the maximum number of

search results for each page break
when using the Search for Employee
form.
Note: The default is 10. If there

are more than 10 search results,
the form divides the results into
chunks of 10. It does not limit the
search results to 10.
Minimum input length Specifies the minimum number of
characters that must be entered
in the Search for Employee form to
return results.
3. Modify the default search behavior when searching by employee.

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Field Description
Display table Displays employee information.

Search uses the HR Profile
[sn_hr_core_profile] table when
displaying information for an
employee. This field is read-only.
Limit users on search Option for adding filter conditions to
your search. For example, you could
add a filter for only active users.
Additional display fields Option for adding fields to help
narrow a user search. The base
system configuration provides
fields for the user department, user
employee number, and user location
when applicable.
Links A URL link configured in Link
Generator. See Link generator for HR
Service Delivery.
User field Read-only field that determines
which users are displayed for a
search the information displayed
about them.
Force partial search Option for providing the ability to
enter a partial name to return search
results.
For example, when searching for
Abraham Lincoln, users could enter
Abra to return search results.
Selecting this option also helps

provide consistent search results
when creating an HR case.
Note: If this option is not

selected, users must enter the
whole word to match.
Allow skipping verification Option for providing the ability to
enter or skip the employee name

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Field Description
or case number when creating an

HR case. For more information, see
Create an HR case.
For example, if your company
receives a complaint from an
external individual or an anonymous
user, providing this option enables an
HR agent to create a case without
having to enter an employee name
or case number.
4. In the Case Search related list, modify the default search parameters when
searching by case number.
Field Description
Case table Read-only field that contains the HR

Case [sn_hr_core_case] table used
for case search purposes.
Limit cases on search Option for adding filter conditions to
your search. For example, you could
add a filter to search only for active
cases.
User fields Option for adding user fields to
appear during a case search. The
base system configuration provide
fields for subject person, opened for,
opened by, and watch list values
when applicable.
5. In the Employee Information related list, modify the fields that appear in the
Employee Information section of the Case Creation form.
Field Description
Left fields Determines the fields that appear

on the left side of the Employee
Information section of the Case
Creation form. The base system
configuration displays fields for the

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Field Description
user name and user employee

number.
Right fields Determines the fields that appear
on the right side of the Employee
Information section of the Case
Creation form. The base system
configuration displays fields for the
user email and user ZIP or postal
code.
6. In the Case Creation related list, determine the default fields that appear in
the Case Creation form.
Field Description
Task create table Read-only field that contains the HR

Case [sn_hr_core_case] table used to
show default case creation fields.
Limit services Option for creating service conditions
that determine the HR services that
are available for specific employees.
For example, you may not want to
offer 401(k) benefits to employees
outside of the United States.
Note: HR services work with HR

criteria to select the correct HR
service for the subject person
on the HR case. When a subject
person is selected for an HR
case, these fields determine
the HR services available. When
no subject person is selected,
only services with no criteria are
shown.
Left task fields Determines the fields that appear
on the Case Details Section (CDS).
The base system provides the COE
and HR service fields, which are non-
configurable.

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Field Description
Right task fields Determines the fields that appear

on the right side of the CDS. The
base system configuration displays
the Opened for and Subject person
fields.
Note: Removing the Subject

person field from the form or
leaving it empty limits the HR
services available to employees
without associated HR criteria.
Bottom task fields Determines the fields that appear
on the bottom of the CDS. The base
system configuration displays the
Work notes field.
7. In the Case Creation Service Configurations section, configure the HR case

creation form for individual HR services.
For more information, see Configure the HR case creation form for an HR
service.
8. Save your modifications.
• To save the modifications and remain on the form, click Save.
• To save the modifications and exit from the form, click Update.
Configure an HR badge
Use Badges to create or modify existing identification badges used to quickly
identify the organization of the Assigned to person for the Activity on the HR
Ticket page.
Before you begin

About this task

Custom badges only appear for specific types of HR activities.
• The base system provides defaults and is configurable.
• On the HR Ticket page, you can filter to-dos based on badges.
• Defaults are added to HR services.
• Can be overridden on an Activity.

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Procedure
1. Navigate to HR Administration > Badges.
Badge form
Field Description
Name Name of the HR badge. Provide

up to three characters to represent
an organization, such as HR for
Human Resources or IT for Information
Technology.
Badge description Description of the HR badge.
Application view of HR catalog

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.
Before you begin

Procedure
1. 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.
2. To view a list of records for application probe, click the down-arrow next to
records. Clicking a record takes you to the record.
3. Click New Probe to report on a table or setup aspect in the HR Service
Delivery system.
HR criteria
HR criteria defines the audience for HR content, services, or cases. You can
make information available to or create an HR case for specific groups,
individuals, or to all employees using HR criteria.
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HR criteria uses the standard platform condition builder to support complex
conditions for controlling the Employee Center content that employees see
when logged in.
HR criteria contains a script include that can be called from an advanced User
criteria.
Note: Complex conditional statements for scripted User criteria applied

to a knowledge base with large amounts of documents can cause
performance issues. Standard (non-scripted) User criteria is recommended
for securing knowledge documents.
See User criteria for Service Portal.

HR criteria define conditions that are evaluated against HR tables. Once HR
criteria is defined, you can filter what is available to those users.
HR criteria helps group people using a condition builder on any table. User
criteria is used across the ServiceNow 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 can be created when
HR criteria is created. HR criteria:
• Filters content on the Employee Center.

• Applies only to Subject person. HR criteria 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.
You can use user criteria for Knowledge and Service catalog access.
• Add a reference column to the User Criteria [user_criteria) table when

columns are required for the criteria query.

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If you use HR criteria for Knowledge and Service catalog access, ensure:
• ◦ Referenced columns are correctly indexed.

◦ Conditions that can cause performance issues (starts with) are not used.
◦ Knowledge document searches and use cases are performance tested with
instances that are similar to what is used in production.
Scoped, Global.
Configure an HR criteria record

Create or modify HR criteria to define an audience for HR content, services, or
cases.
Before you begin

Procedure
1. Navigate to HR Administration > HR Criteria.
HR Criteria form
Field Description
Name Name of the HR criteria record.

Description Description of the HR criteria.
Active Option to activate the HR criteria for use.
Related user criteria You can create user criteria from HR criteria. User
criteria is used across the ServiceNow platform to
filter catalog items, HR Service Portal widgets, and
knowledge articles.
Note: This field remains blank until you create

User criteria.
The Create User Criteria link appears after you

click Save.

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4. Click Save. The Create User Criteria related link appears.
You can create User criteria based on HR criteria. User criteria is used across
the ServiceNow platform to filter catalog items, HR Service Portal widgets, and
knowledge articles.
5. Select the Create User Criteria related link. In the Conditions section, add
conditions to specify the fields and values that create the filter and based on
the table selected.
a. Click New or open a record.
b. Fill in the fields on the form.
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. [User]
[is] [dynamic me]
HR Condition form
Field Description
Name Name of the HR condition.

Table Table that the HR condition is associated with.
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.
Active Option to activate the HR condition for use.
User column Together with the Table field, filters users when
evaluating a condition for a user.
To create User criteria, select User.
Note: Depending on the table selected,

this field can be required to match
conditions. When the User [sys_user] table is
selected, this field is mandatory otherwise a
false positive can occur since the lookup is
not associated to an expected user.
Condition The field from the table selected and a value
that defines the condition.

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Field Description
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.
You can have multiple conditions using:
• And: Multiple conditions are required.
• Or: Only one of the conditions are required.
When defining conditions like case sensitivity or
null values, see APIGlideFilter - Scoped, Global.
Note: For more information, see Filters.
Example
For example, to create a condition to show the link for new hires and
contractors, select:
• Table: Client Role Rule [sn_hr_core_client_role_rule]
• Condition: [Role] [is] [sn_hr_core.hrsm_new_hire] AND [Role] [is]
[sn_hr_core.hrsm_contractor]
After creating a condition, a click-able link appears with the number of
matching records. Click the link to see if the correct users are being selected
based on the condition.
Note:
If multiple conditions added, the records that match all the conditions
are only displayed on the HR criteria.
c. Click Submit or Update.
HR document templates
HR Document Templates are used to create and modify reuseable HR
documents.
Use HR document templates for documents that can be customized with dates,
names, and signatures like:
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• Employee verification letters
• Non-disclosure agreements
• Offer letters
• Educational reimbursement agreements
You can personalize HR document templates by mapping fields or using

variables from the available tables to place data in fields. You can also capture
multiple e-signatures in a document that automatically generates once all
signatures are captured.
There are two types of HR Document Templates, both create PDF files, but are
created and maintained differently:
1. Document templates (HTML)
2. PDF document templates
Acknowledgement text
Within your document templates, you can capture the meaning of a signature.
You can add acknowledgement text to your document templates that prompts
the user to check a box when signing or providing credentials to a document.
Document templates (HTML)

Document templates are created within the HR application and use variables
to pre-fill information from tables into the document. You create how the
document looks by defining the header, footer, images, placement of footer,
and the text within the template. The base system provides default document
templates that you can use to model your documents:
• Employee Verification Letter in Canada
• Employee Verification Letter in USA
• Offer Letter Template
• Education Agreement
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 company employment verification letter and offer
letter templates, if available.

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• The logo image to use in your header. The header image can be a maximum
of 50 px high. If your letterhead includes a logo and text, ensure that the logo
image includes the text, because you can only configure the image (not text)
in the header.
• The logo image to use in your footer, if applicable. The logo image can be a
maximum of 15 pixels high. You can configure both an image and text in the
footer.
Note: For best results, ensure that the image is optimized and a Scalable
Vector Graphics (SVG) file.
PDF document templates

PDF document templates originate from Managed Documents and use field
mapping to pre-fill information from tables into the document. Before you
customize a document:
• The document must be a fillable PDF. See the Adobe home page and search
for Convert existing forms to fillable PDFs to learn how to create fillable PDF
documents https://www.adobe.com/.
• The document must be uploaded and published.
The base system provides the default PDF document template as an example:
• Non-Disclosure Agreement (Sample)
Generating documents
Both the Document template and PDF document template generate PDF
documents that can be reviewed or printed and can require multiple signatures.
A common use case for generating a document from an HR case is when
an employee requests an employment verification letter. For information on
generating a PDF from a document template (HTML), see Generate a PDF from
a document template (HTML).
For information on generating a PDF document from an HR case, see HR
document generation.
Related information
Managed Document features
Configure an HR document template (HTML)

Create or modify HR document templates with your unique company logo and
audience criteria. Document templates are created within the HR application

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and use variables to pre-fill information from tables to create reusable HR
documents.
Before you begin

Role required: sn_hr_core.manager and sn_hr_le.admin
About this task

HR document templates customize HR documents to match the service and
subject person.
The base system provides examples of employment verification letters,
educational reimbursement agreements, and an offer letter.
Body text is defined and formatted with TinyMCE and can merge or include user
and table variables during document generation. The PDF generator does not
support some of the HTML elements.
Note: The example offer letter only appears when the Human Resources
Scoped App: Lifecycle Events is activated.
Procedure
1. Navigate to HR Administration > Document Templates.
2. Click New or on an existing document template to edit it.
When you select New, the HR Document Templates list appears.
3. Select Document Template.
Note: To know the differences between the types of document

template, see HR document templates.
HR Document Template form
Field Description
Name Name of the HR document template.

Table Select the table associated with the type of
template. 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.

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Field Description
Click New from HR Document Type to create a

document type.
A document type is required when you want a
list of documents to appear in the HR case form.
HR criteria works with this field to narrow the list of
documents you want available for an HR case.
See Using document types with HR document
templates.
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 an image in the header. You can
add your company logo using this feature.
Note: Supported file types are: JPEG,

JPEG2000, GIF, PNG, BMP, WMF, TIFF, and
JBIG2.
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.
The HR criteria narrows the number of users for the
template.
Note: When defining conditions like case

sensitivity or null values, see APIGlideFilter -
Scoped, Global.
Body Enter and format the text to comprise the body of
the template.
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.

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Field Description
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 template. Variables pull information from the
selected table to customize the template.
Offsets are supported for date variables. Offsets
extend or subtract days, weeks, or months from a
date used in a template.
Valid date offset variables are:
• + (plus)
• - (minus)
• d (days)
• w (weeks)
• m (months)
Examples:
• Offer letter (five days after stated date): Your
offer is valid until ${Date +5d}.
• Benefits for terminated employee
(two weeks from termination
date): Your benefits end effective
${subject_person.hr_profile.employment_end_date
+2w}.
Note: Only variables that you have access to

appear.
Footer image Select to add an image in the footer.
The original height of your image should not
exceed 170 pixels. Scale your image by 30% or
ensure the image height is less than 50 pixels in
order for the image to be clear and visible.

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Field Description

JBIG2.
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 11.7 inches or 210 x 297

millimeters.
5. Place the cursor in the desired location in the body of the template and click
the Insert Date or Insert Signature buttons to insert these variables. You can
use these buttons multiple times to add different types of dates or signatures
based on the variables you choose.
6. 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.
7. Review the look of the generated document 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 document template until you are satisfied with the generated
PDF.
TinyMCE provides rich text creation that the PDF generator does not support.
Non-supported HTML elements are:
Note: The following HTML elements are NOT supported:
• Vertical alignment.
• Page breaks.
• Table-specific color (text color is supported).
• Custom spacing between blocks of text or images.
• Custom column width in HTML tables.
• Custom column alignment in HTML tables.
• Custom border styling in HTML tables.
• CSS text manipulation ()including CSS based font tags).

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• Inline styling.
• Background images.
See Editing functions in the TinyMCE editor.
Related information
Configure an HR criteria record
Generate a PDF from a document template (HTML)

You can generate a PDF document from an HR case using a UI action, such as
an Employment Verification letter.
Before you begin

• Create a UI action on the table referenced in the Document Template.
• Code the UI action to call the document generation methods to generate a
PDF.
Create a UI action
You can use the wrapper method to generate a PDF by creating an
instance of our helper class and calling the generate method.
//tableName: Name of the table that the document template is based on.
//tableId: Sys ID of the record in the table to use for generation.
//targetTableName: Name of the table to attach the generated PDF.
//targetTableId: Sys ID of the record in the target table where the PDF is
attached.
new GeneralHRForm (tableName, tableId, targetTableName,

targetTableId).generate();
Create an instance of the GeneralFormAPI class

//fileName: Name of the PDF file to be generated.
//targetTable: Name of the table to attach the PDF.
//targetTableSysID: Record to attach the PDF.
new GeneralFormAPI (fileName, targetTable, targetTableSysId);
Set the values saved in the Document Template class

//header: Header image for the PDF.
//footer: Footer image for the PDF.
//headerLocation: Location of the header. Right, left, or center aligned.

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//footerLocation: Location of the footer. Right, left, or center aligned.
GeneralFormAPISetDocument(header, footer, headerLocation, footerLocation);
Call the CreatePDF method and pass in the body text defined in the
document template
//body: Body text defined in the template.
GeneralFormAPI.createPDF(body);
Configure an HR PDF document template

Create or modify custom HR PDF document templates with your unique criteria.
PDF document templates originate from Managed Documents and are either a
fillable PDF with mapped fields or a standard PDF with an inline signature.
Before you begin

Role required: sn_hr_core.manager
About this task

With PDF document templates, you can take an existing document and reuse
it with custom information from an HR case or any available table. For example,
you can take a fillable PDF document from Managed Documents, and map
fields to customize the document each time it is used.
The document must be a fillable PDF to map the fields to a table. See the
Adobe home page and search for fillable PDF to learn how to create fillable
PDF documents https://www.adobe.com/.
Note: Fillable PDFs presented to an employee does not save any data
populated by the employee (except for signatures). Fillable PDFs are only
used for mapping fields to a table.
Documents are uploaded and accessed from the Managed Documents

application in the Documents [dms_document] table. Documents are required
to be published as a document revision before it can be accessed.
The base system provides the Non-Disclosure Agreement document template as
an example of a PDF document template.
Note: See . Managed Document features
Procedure
2. Click New or on an existing PDF document template to edit it.
When you select New, the HR Document Templates list appears.

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3. Select PDF Document Template.
Note: To know the differences between the types of document

template, see HR document templates.
HR PDF Template form
Field Description
Name Name of the HR PDF document template.

Table Select the table associated with the type of
template. The table determines the available
fields that can be mapped.
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.
A document type is required when you want a
list of documents to appear in the HR case form.
HR criteria works with this field to narrow the list of
documents you want available for an HR case.
See Using document types with HR document
templates.
Note: When creating a document type, the

Value auto-populates from the name you
enter (all lower case and underscores).
Active Option to activate the HR PDF document
template for use.
Document revision Select the document and revision the PDF
document template is based on.
Documents listed originate from Managed
Documents.

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Field Description
Note: User group and document owner

determine what revisions are available to
view or select.
HR criteria Select the audience criteria for this document.
For example, you can create a letter intended for
only Canadian employees.
The HR criteria narrows the number of users for the
template.

Scoped, Global.
PDF Preview Appears after saving or selecting an existing PDF
template.
Click to view a preview of the template.
Note: Using style tags for text alignment is not

supported. Use spaces to align your text.
5. Click Submit or Save to save your PDF document template.

The Mark Signatures button appears at the top menu bar. Click to map where
signatures are required in the template. A preview of the PDF document
template appears to define a signature block.
The Parse PDF related link appears. When there are fields on the template that
can be mapped, the Parse PDF link appears under Related Links.
6. Click Parse PDF if it appears under Related Links to view the fields that can be
mapped. The AcroForm PDF determines which fields can be mapped and the
table selected determines what information you can have populated in those
fields.
The PDF Template Mappings list appears. Click the fields of the PDF to map
them to fields on the table selected. You can customize your document
with pre-filled information from the table. See Add or modify a PDF template

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mapping. After creating or editing the field mappings, the PDF Preview button
appears.
7. Click Update.
Add or modify a PDF template mapping

With PDF template mapping you can pre-fill information from specified tables
into a reuseable HR document configured in a PDF document template.
Before you begin

Role required: sn_hr.core_admin
About this task

PDF template mappings are derived from the table associated with the PDF
document template. PDF template mapping is accessed from a PDF document
template that contains fields that can be mapped. Refer to Configure an HR
PDF document template.
The PDF Template Mappings section appears when a new fillable PDF
document has been uploaded from Managed Documents and the Parse PDF
link is selected.
Procedure
1. Select a field to edit. The PDF Template Mapping form appears.
2. Complete the form.
Field Description
Field name Enter a name that represents the field mapping

and stored as part of the document mapping in
the database.
HR PDF template The name of the PDF template associated with the
field mapping.
Document field The field that appears in the document template.
Typically the same name as the Field name
but can be different. For example, on an
I-20 document template, a Document field is
#form[0].First Name. But, the Field name can be
First Name.
Document field type Select the type of field you are mapping. The
choices are:

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Field Description
• Signature
• Text Field
• Checkbox
• Combo
• Radio
Preview value 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.
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 that 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 where
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.
Select date format Appears when Use signing date is checked.
Specify the date format to be used on a
document.

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Field Description
• User date format: Uses date format specified on

the User [sys_user] table for the logged in user.
• Specific date format: When selected, the
Specific date format appears. Click the
Suggestion icon and you can select from a list of
formats.
3. Click Save to save your field mapping and remain on the HR PDF Template
form, or click Submit to save your field mapping and return to the HR
Document Templates list.
Using document types with HR document templates

Document types limit the choices for allowable documents based on HR service.
For organizations with large amounts of documents, document types help
categorize and make finding the correct document easier.
For example, you can have multiple employee verification letters depending on
if the employee is full-time, part time, or contingent. HR criteria on an HR service
determines which letter to send.
When an HR case is created for an HR service, it checks:
• HR case template for the HR service
• The document type for the HR case template
• HR criteria
Verifying this information allows the case to narrow the search for the correct
letter or auto-populate the exact letter required.
Setting up document types
To use this feature:
• Add a document type to your document templates.
• Add the document type to an HR case template.
◦ From the HR template classic UI, you can add a specific PDF
template, but cannot specify a document type. Adding a
specific PDF template automates populating the HR case form,
but eliminates flexibility when you have multiple documents.
• Add the HR case template to an HR service.
• Add HR criteria to the HR service.

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◦ Using HR criteria provides flexibility in choosing or auto-
populating a document for an HR service.
◦ When defining conditions like case sensitivity or null values, see
APIGlideFilter - Scoped, Global.
How it works
When an HR case is created from an HR
service:
• The HR case template looks for a document type to determine
what Document template or PDF document template to a case. It
tries to automatically place a document template on an HR case
by:
◦ Checking if there are documents associated with the
document type.
◦ If there is only one document associated with the document
type and the HR criteria is empty, place that document on the
HR case form.
◦ If there is HR criteria on the document template, verify the
Subject person on the HR case form matches the criteria. If yes,
place the document template on the HR case form.
◦ If there are multiple document templates for the document
type, check for HR criteria. When a single document matches,
populate the document template on the HR case form. When
multiple documents match, do not populate, but list documents
on the HR case form choice list.

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◦ When HR criteria is not available on any document templates,
list documents on the HR case form choice list.
Note: There is HR criteria on the HR service and HR

document templates. On HR services, HR criteria narrows
the allowable services for an employee. For example,
you can provide 401 (k) services to US employees, but not
to non-US employees. On HR document templates, HR
criteria narrows what employees the document is for. For
example, when you have employee verification letters for
US employees and non-US employees, use HR criteria to
determine the correct document.
Adding a signature acknowledgment for HR documents

You can add an acknowledgement check box with customized text on HR
documents associated with an HR task.
Signature acknowledgements are a way to capture the meaning of the
signature, such as review, approval, responsibility, or authorship.
For the e-signatures task type, you can show a check box
and clarifying text about the meaning of the signature.

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For the sign document task type, you can show a
check box and clarifying text about the meaning of the
signature.
For acknowledgments, you can show a check box and clarifying text about
using login
credentials.
There are multiple ways to add the check box and text for the different task
types.
Create signature acknowledgment from an HR task

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Using this method creates the acknowledgment check box and
text one time for the specific HR task. It does not save it for future HR
tasks of the same type.
• From an existing HR case, add an HR task.
• From the HR task, select an HR Task Type of:
◦ E-Signature
• Select an E-signature template.
Note: See Adding an HR task to an HR case.
Create or modify an HR template (task)

Using this method creates an acknowledgment check box and text
every time the HR service is requested for an HR case.
• Table: Select an HR task table.
• HR task type: Select one:
◦ E-Signature
◦ Sign Document
Note: The parent HR case requires a PDF document.

◦ Credential
• Acknowledgment document: Attach a document.
• Acknowledgment text: (Add this field) Enter text to appear next to
check box.
Note: See Configure an HR task template.
Create or modify an HR document template

Using this method creates an acknowledgment check box and text
every time the document is associated with an HR case.
• From the HR document template, add text in the
Note: See Configure an HR document template (HTML) or

Configure an HR PDF document template.
Automate signing requests using templates

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For more information on using DocuSign templates and automating
signing requests using templates, see How to automate signing
requests using templates.
Signature pad for HR

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.
The HR Service Delivery 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.
Ensure Yes is checked in the com.snc.signaturepad.retrieveSignature field on HR
properties. See HR properties.
Note: E-signature
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.
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.
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

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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 final PDF document is
created:
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.
Before you begin

About this task

To purchase a subscription, contact your ServiceNow account manager. After
purchasing the subscription, activate the plugin within the production instance.
You can evaluate the feature on a sub-production instance without charge by
requesting it from the HI Customer Service System.

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Procedure

<plugin name>.
HR surveys
HR Surveys let users rate their satisfaction with HR case resolution, and provide
management with feedback to improve HR processes.
One predefined HR survey is provided: HR Request Satisfaction 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 email with the survey link after they accept the resolution
or when the HR case is closed incomplete.
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.

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Trigger conditions are ideal for sending surveys to measure satisfaction with a
recent experience, such as closing an HR request.
Scoped, Global.
For more detailed information about working with surveys, trigger conditions,
and survey questions, see Get started with Survey Management.
Add or modify an HR survey

You can modify the predefined HR satisfaction surveys to suit the needs of the
organization, and create HR surveys.
Before you begin

Role required: sn_hr_core.admin or sn_hr_core.manager
About this task

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.
Procedure
1. Navigate to HR Administration > Surveys > All HR Surveys.
2. Click New or open an existing survey.
3. Complete the form. Some fields were eliminated for HR. See Modify a survey
definition
4. Click Submit.
Add 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.
Before you begin

Role required: admin, hr_admin, or hr_manager

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About this task
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.
Procedure
1. Navigate to HR Administration > Surveys > HR Surveys, and open the survey to
add questions.
2. In the Metrics Categories related list, complete one of the following actions.
Option Description
Add or edit questions in an existing category Click the category name.
Click New. Enter the category name

Add a category and questions 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.
3. 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

Example
For example, Likert and numeric scale data types require the scale metric
definitions.
4. To add a question, complete the following steps.
a. Click New and complete the form.
b. Right-click the header and click Save.

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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.
Example
For example, the Choice data type requires that you enter the choices.
5. Click Update.
The Survey Definition reopens.
Publish a new HR survey

Publish a new survey so users can complete it.
Before you begin

Role required: sn_hr_core.admin, or sn_hr_core.manager
About this task

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.
Procedure
1. Navigate to HR Administration > Surveys > All HR Surveys, and open the
survey to publish.
2. Click Publish.
Results
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.
What to do next
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.

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Add 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.
Before you begin

About this task

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.
See Survey administration .
See Survey trigger conditions .
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.
Procedure
1. Navigate to HR Administration > Surveys > Trigger Conditions.
2. Click New.
Trigger condition fields
Field Description
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.

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Field Description
Note: To avoid requiring users to log in to take a survey

with a trigger condition, set the survey to Public.
Repeat Minimum period that must pass before the trigger condition
interval 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 Core.
Active Check box that determines whether this trigger condition is
active (selected).
Business [Admin only] Business rule the system creates to monitor
rule 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 Check box that determines whether to send the survey to the
randomly 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.
Related Field that contains a value you want to store for reporting
Field 1- 4 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

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Field Description
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.
Description 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].
Note: When defining conditions like case sensitivity or null

values, see APIGlideFilter - Scoped, Global.
4. 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.
Add or modify departments

You can use departments to categorize users. Departments are assigned to an
employee user profile, and are synchronized to the HR profile.
Before you begin

About this task

The base system provides various departments. You can create or edit existing
departments and add users.
Procedure
1. Navigate to HR Administration > Managed Lists > Departments.
2. Click a department name to view or edit details for that department.
3. Click New to create a department.

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4. Use the ID field to enter a company-specific department number.
5. Click Save to stay on the Departments form. The Expense Allocations and
Users tabs appear.
6. Click Expense Allocations to view all expense allocations associated with the
department.
7. Click New to create a new expense allocation associated with the
department.
8. Click Users to view all users associated with the department.
9. Click New to create a new user associated with the department.
10. Click Save to stay on the Departments form or Update to return to the
Departments list.
Add or modify locations

If your company has multiple offices, location records store the address and
contact details for each site, 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.
Before you begin

About this task

The Administrator can view, edit, or create locations. You can use the location
of an HR agent for automatic assignment of HR cases.
Procedure
1. Navigate to HR Administration > Managed Lists > Locations.
2. Click a location name to view or edit details for that location.
3. Click New to create a location.
4. 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.
5. Click New to create a child location.
6. Click Save to stay on the Locations form or Submit to return to the Locations
list.

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Add or modify employee positions
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.
Before you begin

About this task

Create position records for your organization. Other organization information,
such as location and department information, is already set up in the
ServiceNow system and used in User [sys_user] records.
Procedure
1. Navigate to HR Administration > Managed Lists > Positions.
2. 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.
3. Enter the Position title and select the Department.
4. Check Active.
5. Click Save to stay on the Positions form or Submit or Update to return to the
Positions list.
Add or modify employee relationships

As part of the Human Resources setup process, you define relationships to
describe how contacts and beneficiaries are related to employees.
Before you begin

About this task

Create relationship records for your organization.
Procedure
1. Navigate to HR Administration > Managed Lists > Relationships.
2. Click New or edit an existing relationship.
3. Enter the relationship identifier or name. For example, Spouse.
4. Enter a value for the relationship. Used to further define the relationship.

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5. Check Dependent when the relationship is a dependent on the employee for
benefits or support.
Add or modify benefit types

Benefit types are benefits offered by your company and the associated table.
Before you begin

Role required: sn_hr_core.basic, or sn_hr_core.manager
You can add or modify a benefit type using the Managed Lists module.
Procedure
1. Navigate to HR Administration > Managed Lists > Benefit Types.
The HR Benefit Types list opens.
2. Click New to create a benefit type or on an existing benefit type to edit.
3. Complete the form. (The fields you see depend on how the form is configured
and what fields are selected to display.)
HR Benefit Type form
Field Description
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 Check to indicate that this benefit type requires beneficiaries
beneficiaries to be entered when selected.
4. Click Save. The HR Benefit Plans section appears.

5. Click New to create a benefit plan associated with the benefit type.
6. To modify benefit type data, find the existing benefit type in the HR Benefit
Types list.

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You can use the list search menu by typing the benefit type and pressing
Enter.
7. Click the benefit type to open the form.
The HR Benefit Type form opens displaying the benefit type and other
populated fields.
8. Modify the form.
9. Click Update.
Add or modify benefit plans

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.
Before you begin

Procedure
1. Navigate to HR Administration > Managed Lists > Benefit Plans.
The HR Benefit Plans list opens.
2. Click New to create a benefit plan or on an existing plan to edit.
Option Description
The name of the benefit plan.

This field is a combination the Provider
Plan name name and Plan type.
After you enter a Provider and Plan
type, this field fills in.
Click and select the name of the
benefit provider. For new providers,
click the Reference field icon to enter
Provider
details about the provider.
This field combines with Plan type to
create the Plan name.
The type of insurance or financial ser
Benefit type
vices provided.

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Option Description
The name of the specific insurance or

financial services plans offered by the
provider.
Plan type
The Plan type combined with the
Provider name make up the Plan
name.
Check to make this benefit plan ac
Active
tive and available to use.
Click and select the company rep
resentative responsible for this bene
fit plan. The plan administrator is the
Plan administrator person that communicates directly
with the provider, understand the de
tails of the benefit plan, and can be
a point-of-contact for questions.
Click and enter the website or link to
Plan URL
the benefit plan.
4. Click Save to stay on the HR Benefit Plan form or Update to return to the HR
Benefit Plans list.
Add or modify disciplinary issue types

Disciplinary issue types are misconduct that can trigger a disciplinary action.
Before you begin

About this task

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
• Improper Dress
• Misconduct
• Insubordination
• Tardiness
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• Improper Use of Equipment
• Unsatisfactory Work Performance
• Failure to Follow Corporate Policy
• Other
Procedure
1. Navigate to HR Administration > Managed Lists > Disciplinary Issues Types.
The HR Disciplinary Issue Types list opens.
2. Click New to open a disciplinary issue type record.
Field Description
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.
4. Click Save to stay on the HR Disciplinary Issue Type form or Submit to return to
the HR Disciplinary Issue Types list.
5. To modify disciplinary issue type data, find the existing disciplinary issue type in
You can use the list search menu by typing the disciplinary issue type and
pressing Enter.
6. Click the disciplinary issue type to open the form.
The HR Disciplinary Issue Type form opens displaying the issue and other
populated fields.
7. Modify the form.
8. Click Save to stay on the HR Disciplinary Issue Type form or Update to return to
Add or modify disciplinary warning types

A disciplinary warning type is the method used to communicate or the action
taken as a result of a disciplinary type.

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Before you begin
Procedure
1. Navigate to HR Administration > Managed Lists > Warning Types.
The HR Disciplinary Warning Types list opens.
2. Click New to create a disciplinary issue type record or on an existing record to
edit.
HR Disciplinary Warning Type form
Field Description
Warning Warning type or action.

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.
4. Click Save to stay on the HR Warning Type form or Submit to return to the HR
Warning Types list.
5. Click Update to return to the HR Warning Types list.
Add or modify HR systems

You can add or modify an HR operations system using the HR Administration
module.
Before you begin

Role required: sn_hr_core.basic or sn_hr_core.manager
Procedure
1. Navigate to HR Administration > Managed Lists > HR Systems.
The HR Operating Systems list opens.
2. Click New to open an HR Operations System record.

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HR OIperations System form
Field Description
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.
4. Click Save to stay on the HR Operations System form or Submit to return to the
5. 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.
6. Click the warning type to open the form.
The HR Operations System form opens displaying the system and other
populated fields.
7. Modify the form.
8. Click Save to stay on the HR Operations System form or Update to return to the
Add or modify HR report frequencies

HR operations report frequencies determines how often reports are generated.
Before you begin

About this task

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:
• Daily
• Weekly
• Monthly

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• Quarterly
• Yearly
Procedure
1. Navigate to HR Administration > Managed Lists > Report Frequencies..
The HR Operations Report Frequencies list opens.
2. Click New to create an HR operations report frequency record or on an
existing record to edit.
HR Operations Report Frequency form
Field Description
Report How often the report generates, for example, daily, weekly,
frequency monthly.
Domain
4. Click Save to save the record and stay on the HR Operations Report
Frequency form.
5. Click Submit and return to the HR Operations Report Frequency list.
Add or modify HR report types

Report types define the category of information that appears in an HR
operational report.
Before you begin

Role required: hr_basic, or hr_manager
About this task

Types of system reports include:
• Customer Satisfaction
• Compliance
• Operational
• Trend Analysis
• Other

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Procedure
1. Navigate to HR Administration > Managed Lists > Report Types.
The HR Operations Report Types list opens.
2. Click New to open a system report type record.
HR Operations Report Type form
Field Description
Report The kind of report to generate, such as, compliance or

type operational.
4. Click Submit.
The system report type is listed in the HR Operations Report Types list.
5. To modify the system report type data, find the existing system report type in
the HR Operations Report Types list.
You can use the list search menu by typing the report type name and pressing
Enter.
6. Click the system report type to open the form.
The HR Operations Report Type form opens displaying the report type.
7. Modify the form.
8. Click Update.
Add or modify visa categories

You can add or modify a visa category using the HR Administrations module.
About this task

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:

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Procedure
1. Navigate to HR Administration > Managed Lists > Visa Category.
The HR Visa Categories list opens.
2. Click New or a visa category.
HR Visa Category form
Field Description
Visa category Enter or edit the name of the visa category.

The visa category appears in the HR Visa Categories list.
HR notifications
Notifications are reminders that are created using email templates and sent out
for Lifecycle Event Activities and HR Services.
HR case writers or Lifecycle Event activity writers can set up reminder
notifications on HR tasks and task templates to remind the Assigned to person
about due dates. Reminder emails are created using email templates. See Add
or modify email content for notifications.
HR notifications for HR services are recurring and are a one-time for Lifecycle
Events.
Process
• Create or edit email content.
◦ See Add or modify email content for notifications.
• Create or edit an HR task template.
◦ See Configure an HR task template.
• Create or edit an HR Service.
◦ See Configure an HR service.
• Create or edit an HR service activity.
◦ See Configure a service activity for an HR service. Ensure the HR task
template selected has the Set reminder box checked.
Note: Notifications for HR Services are only sent to the Assigned to person
for the HR task.
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Add or modify email content for notifications
Use the Email Content form to create notification templates to alert the assigned
to of an HR task when a due date is approaching.
Before you begin

Roles required: sn_hr_core.case_writer, sn_hr_le.activity_writer
You must have the HR Case Writer [sn_hr_core.case_writer] or Lifecycle
Event Activity Writer [sn_hr_le.activity_writer] role to select an Email Content
template. For Lifecycle Events, you must have the Lifecycle Event Activity Writer
[sn_hr_le.activity_writer] role to create or edit an HR task template for Lifecycle
Events.
When setting up notifications, an email template must be created. The base
system provides an email template that can be used as a model.
Email notifications can be sent for HR tasks with due dates and can be
configured:
• To be sent relative to the due date.
• To be sent at intervals until the task is completed or skipped.
• With customized content.
Procedure
1. Navigate to HR Administration > Email Content.
2. From the Email Contents list, select New or an existing email template to edit.
3. Enter or edit the fields on the Email Content form.
Field Description
Enter or edit the name of the email

Name
template.
Select the type of notification:
Type • Activity Notification
• HR Task Reminder
Enter or edit the subject line of the re
minder notification. The text appears
Subject
in the subject line of the email sent as
a reminder notification.
Enter or edit text that is the main
Message HTML body of the email notification. Use
the formatting tools to format the text

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Field Description
such as bold, italic, underline, font

styling, justification, bullets, insert im
age, and numbers.
Click the - to delete lines from the
-+
message area or + to add lines.
This section provides a list of variables
that can be used in the email tem
plate. Variables pull information from
a table so information can be repeat
able and customizable depending
on the type of notification selected.
Select variables The variables that appear depend on
the Type field.
• Activity Notification: HR Lifecycle
Events Case [sn_hr_le_case]
• HR Task Reminder: HR Case [sn_hr_
core_case]
4. Select Save to save the record and remain on the Email Content form. Or,
selectSubmit or Update to return to the Email Contents list.
Manage HR roles
Roles control access to features and capabilities in modules in the HR
application.
The HR Service Delivery 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 access to HR services. Users without an HR scoped role
cannot view HR cases or HR profile information.
Only the HR Administrator [sn_hr_core.admin] can assign scoped HR roles.
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

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Administrator role from System Administrator [admin] role to prevent the System
Administrator from viewing sensitive HR information.
After granting access to a role, all the groups or users assigned to the role also
have access. Roles can contain other roles, and grants access to any role that
contains it.
Note: IT System Administrators (admin) and HR scoped users can still

impersonate ServiceNow users. When impersonating a user with a scoped
HR role, an admin or any HR scoped user cannot access features granted
by that role. HR cases and profile information are not accessible. 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. For more information on
impersonating a user, see Impersonate a user.
HR Performance Analytics
To configure the Performance Analytics (PA) dashboard, assign
the Performance Analytics Administrator [pa_admin] role to the HR
Administrator [sn_hr_core.admin] role.
Note: Only the System Administrator [admin] can assign PA

roles to employees.
Role Description
System Administrator Also known as admin and IT admin.

[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.
HR Administrator This role can:
[sn_hr_core.admin] • Assign users any of the HR roles.
• View and access the HR Service Portal.

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Role Description
• 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: When the Human Resources Scoped

App: Core (com.sn_hr_core) and Lifecycle
Events (com.sn_hr_lifecycle_events)
plugins are active, the Lifecycle Admin
(sn_hr_le.admin) role is part of HR Admin
(sn_hr_core.admin).
Delegated Developer When added to the HR Administrator role, can:
[delegated_developer] • 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. For example, 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 cannot access HR Service
Delivery.

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Role Description
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].
◦ The base system requires a user with the System Administrator role to run
scheduled jobs. For details on HR scheduled jobs, see Components installed
with Case and Knowledge Management.
◦ To ensure the scheduled jobs run, change the user in the Run as field for
each scheduled job to a user that has the HR admin role.
Note: Changing the user allows the scheduled jobs to run, but only a
user with the System Admin role can view and run a scheduled job on
demand.
◦ Change the scope of the application to Human Resources: Core
application. For information on changing the scope, see Contextual
development edit messages.
◦ Reveal the Run as field. For information on revealing hidden fields on a form,
see Configuring the form layout.
• Log out and log back in to ensure that the changes take effect.
Note: Ensure that you have completed setup before removing the HR
Administrator role.
Minimum number of scoped admins required

System properties determine the minimum number (default is two)
of scoped admins that must be active for an application. For
example,
◦ sn_hr_ef.min_admin_count = 2
◦ You have two users with the sn_hr_core.admin role.
◦ If you try to delete one of the users, an error message appears
and prevents you from deleting the user.
To list the properties, enter sys_properties.list in the filter

navigator and search for the property to configure.
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The list of system properties and what scoped admin can access:
System Properties
Property Name Scoped Admin
sn_hr_core.min_admin_count HR admin [sn_hr_core.admin]

sn_hr_ef.min_admin_count Employee Document
Management admin
[sn_hr_ef.admin]
sn_hr_integrations.min_admin_count
HR Integration Admin
[sn_hr_integrations.admin]
sn_hr_le.min_admin_count HR Lifecycle Event Admin
[sn_hr_le.admin]
sn_hr_le_pa.admin_count HR Lifecycle Event
Performance Analytics Admin
[sn_hr_le_pa.admin]
sn_hr_pa.min_admin_count HR Performance Analytics
Admin [sn_hr_pa.admin]
sn_hr_pj.min_admin_count HR Parental Journey Admin
[sn_hr_le_pj.admin]
sn_hr_sp.min_admin_count HR Service Portal Admin
[sn_hr_sp.admin]
sn_hr_va.min_admin_count HR Virtual Agent Admin
[sn_hr_va.admin]
sn_templated_snip.min_admin_count
Response Template Admin
[sn_templated_snip.admin]
sn_hr_ws.min_admin_count HR Agent Workspace Admin
[sn_hr_ws.admin]
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.
Before you begin

Role required: admin with sn_hr_core.admin

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Ensure that you have at least two users with the HR Administrator role. If you
assign only one person with the role and that person is deactivated, you no
longer have a user that can perform the HR admin duties.
After removing the HR administrator role from System Administrator, log out and
log back in to ensure that the changes take effect.
Note: Ensure that you have completed setup before removing the HR
Administrator role.
Note: Scheduled jobs that require the Admin role do not run. But, all HR
scheduled jobs should run after the Admin role is removed.
The Employee Center administrator [sn_hr_sp.esc_admin] role is contained in the

System Administrator [admin] role.
Ensure that someone in your organization has the Employee Center
administrator [sn_hr_sp.esc_admin] role after removing the admin role.
Procedure
1. Log in as admin.
2. From User Administration, go to Roles (left navigation menu).
3. Click admin.
4. From the Contains Roles tab, click Edit.
5. From the Contains Roles List column, highlight and move sn_hr_core.admin to
the Collection column.
6. Click Save.
7. Log out.
Add Delegated Developer to HR Administrator

For an HR Administrator [sn_hr_core.admin] to perform some platform duties, the
delegated developer role must be added.
Before you begin

Role required: admin with sn_hr_core.admin
HR Administrator with Delegated Developer role
The HR Administrator role with the delegated developer role can:
• Add and update script includes.
• Add and update ACLs.

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• Configure forms.
• Configure related lists.
• Configure and create COEs. For more information, see HR Centers
of Excellence data model.
Note: The Lifecycle Event Administrator (sn_hr_le.admin) role

with the Delegated Developer (delegated_developer) role
can also configure and create new COEs.
To add the delegated developer role to a user:
Procedure
1. Log in as admin.
2. From the Filter navigator, enter sys_store_app.list. The Store Application list
appears.
3. Click Human Resources: Core.
4. Under Related Links, click Manage Developers.
5. Ensure Developers is highlighted.
6. Enter the name of HR Administrator.
7. Click all items (green bar moves to the left) to grant permission.
8. Click Save.
9. Log out and log back in to ensure that the changes take effect.
Manage HR Groups
HR Groups are a set of users with common job skills.
Before you begin

Role required: sn_hr_core.admin, user_admin
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.
Procedure
1. Navigate to HR Administration > Manage Roles > Manage HR Groups.
2. From the Groups list, click New or select an existing HR group. The Group form
appears.

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HR Groups
Field Description
Name Enter a name that describes the group.

Manager Click the Lookup using list icon and select the person
responsible for this group.
Type Use to define a category a group belongs to.
A group can be associated with one group type (narrow
scope) or multiple group types (expanded scope). This allows
you to ensure qualified agents are assigned to complex cases
or you have adequate coverage for less complex cases.
Click the Unlock Type icon. Then click the Lookup using list
icon and add human_resources.
Note: For more information on group types, see Manage

HR group types.
Group Enter the email address of the group.
email This email acts as a group notification that sends an email 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.
Description A description of the group.
3. Click Save and a series of tabs appear at the bottom of the form.

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Field Description
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 Click Edit to add users to the group.
Members 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 appears. Move skills from the
Collection column to the Skills List. Click Save when done.
Note: Skills associated with the parent group are

automatically assigned.
Activities This field only appears 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 Configure a lifecycle event activity.
Manage HR group types

Group types help define and categorize a group. You can use group types to
narrow or expand the focus of a group.
Before you begin


706
Procedure
2. Enter a name that describes the group type in the Name field.
3. Enter a description that further describes the group type.
4. Click Update or Save.
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.
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.
Before you begin

Procedure
This list is the same that appears under User Administration > Groups.
2. Select the HR group that you want to assign skills to.
3. In the Skills tab, click Edit.
4. Double-click skills in the Collection list to move them to the Skills List.
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5. Click Save.
Messages are displayed to notify you of the skills that were assigned to each
group member.
Messages displayed for group skill assignment
Add 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.
Before you begin

About this task

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.
Procedure
1. Navigate to HR Administration > Manage Roles > Manage HR Skills.
2. Click New Skill or open an existing skill.
3. Enter or edit the name of the Skill and Description.
4. Click Submit to save your changes.
5. 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.

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Assign an HR skill to a user
You can assign skills to HR users to facilitate the auto-assignment of HR cases and
tasks.
Before you begin

For more information about HR skills and the auto-assignment process, see HR
skills management.
About this task

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.
Procedure
1. Navigate to HR Administration > Manage Roles > Manage HR Skills.
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.
2. Select a skill in the All Skills list to assign to users.

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3. 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.
4. 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.
5. Perform any of the following actions.
Option Description
Click the user card. It is then highlight

Assign a user
ed in blue.
Click the highlighted user card. Its
Unassign a user
highlight is removed.
6. Click Save.
7. 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.
8. To configure skills, perform any of the following actions.
Option Description
Click New Skill, enter the skill name

Add a skill
and description, and click Submit.
Click the pencil icon beside the skill
Edit a skill name in the HR Skills list. Change the
information and click Submit.
Add or modify escalation rules

You can create an escalation process to assign HR cases to HR agents with the
appropriate skills.
Before you begin


710
About this task
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 email 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.
Procedure
1. Navigate to HR Administration > Manage Roles > Escalation Rules.
2. Click New or open an existing escalation tier.
3. 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.
4. 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.
5. Click Submit to save your changes.
Click an Escalate from or Escalate to group to view group information.
Related information
Manage HR Groups
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. ServiceNow 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:

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• Alumni
• Contingent
• Contractor
• Employee
• Employment Type
• Location
• New Hire
• New Hires Only
• Office Based Employees
• Remote Employees
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.
Client roles are defined and administered like regular roles. ServiceNow tracks
them for licensing purposes.
Assignment of client role rules is defined in the Client Role Assignment Rules
module.

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Client role assignment rules
Use Client Role Assignment Rules to automatically assign or reassign a role to an
employee.
Before you begin

A condition or set of multiple condition clauses based on the HR profile
[sn_hr_core_profile] table are used to automate assigning roles.
Note: Client role assignment rules are for access to the Employee Center
only.
For example:
• A newly hired employee can be automatically assigned the new hire
[sn_hr_core.hrsm_new_hire] role. This role provides limited access to the
Employee Center or service portal.
• The Update Client Roles scheduled job runs and acknowledges the employee
start date for the new hire has not been reached.
• The Assign HR Roles business rule assigns the new hire role based on the
conditions set on the client role assignment rules.
To map conditions to a client role:
Procedure
1. Navigate to HR Administration > Manage Roles > Client Role Assignment
Rules.
2. Click New to create a client role rule or click an existing client role rule to edit.
3. Active is enabled by default.
4. From Condition, click the Lookup using list and select an existing HR condition.
Click New to create an HR condition. You can also click the Preview this
record icon to open the record.
Field Description
Name Name of the HR condition.
Table conditions are built on the HR

profile [sn_hr_core_profile] table only.
Table
Changing the table for client role as
signment is not recommended.

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Field Description
Check box for enabling condition.
Active Note: Deactivate at the client

role assignment level and not
the conditions level.
Together with the HR profile [sn_hr_
User column core_profile] table, filters users when
evaluating a condition.
Conditions the Assign HR Roles busi
ness rule uses to automatically as
sign a role to an employee. For ex
ample, the base system automatical
ly assigns the New Hire role to a user
when:
• Employment type is
◦ Full Time Employee or
Condition ◦ Part Time Employee or
◦ Temporary Employee and
◦ Employment start date is after To
day

like case sensitivity or null val
ues, see APIGlideFilter - Scoped,
Global.

6. From Role, click and select the HR role you want to automatically assign when
the conditions are met.
7. Click Submit or Update to save your changes.
HR Service Delivery case assignment

HR cases can be automatically assigned to your agents via an HR case
template, assignment and matching rules, or advanced work assignment
(AWA).
Assignment and matching rules and AWA use the platform Skill Management
application to define skills.

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• Assignment and matching rules associate skills using HR case templates.
• AWA uses skill determination rules.
Advanced Work Assignment (AWA) for HR Service Delivery

Use the ServiceNow Advanced Work Assignment for HR Service Delivery feature
to automatically assign HR cases to agents based on availability, capacity, and
skills.
AWA for HR Service Delivery pushes cases and tasks to qualified agents using
work item queues, routing conditions, and assignment criteria that you define.
For more information, see Agent Workspace Advanced Work Assignment
(AWA).
AWA is also available for HR Service Delivery Agent Workspace. For more
information, see Advanced Work Assignment (AWA) for HR Service Delivery
Agent Workspace overview.
Assignment and matching rules in HR

The base system uses the automatic case assignment feature to assign an HR
case to an agent. It attempts to assign an agent with the least number of cases
assigned, has the skills required by the case, and matches the location of the
subject person.
Auto Assign business rule

HR Case has a business rule called Auto Assign that invokes matching rule logic.
Auto Assign depends on the HR case state, assignment group is empty, and
assigned to is empty.
When auto assignment is triggered, the matching rules logic obtains a list of
agents. The number of agents returned is based on a parameter that specifies
the length of the list. The default is one.
Note: For specific HR services, the auto-assignment functionality can be

skipped. See Case options in Configure an HR service.
Matching Rules
HR assignment rules use the Resource Matching Engine [com.snc.matching_rule]
plugin that is activated with the Human Resources Scoped App: Core
[com.sn_hr_core] plugin. You can specify a table and a condition. The base
system defaults to Assignment group is empty and Assigned to is not empty.

715
For HR cases that meet these conditions, the hr_AssignmentAPI script include
is called to return a list of agents that are eligible for assignment. See Add or
modify a matching rule.
Note: The base system provides matching rules for every COE table and HR
task table.
Each HR table and task in the base system have two matching rules:
• Agents by skills and country
• Agents by skills
The higher priority (lower execution order) rule for each pair is the match by skills
and country.
• If this matching rule does not find eligible agents, then the condition of the
lower priority rule is still true and attempts to match by skills alone.
• If the higher priority rule finds an agent, the assigned to field is no longer empty
and the secondary rule does not match.
• Either the getAgentsByCountryAndSkillsOrderLeastLoaded or
getAgentsBySkillOrderLeastLoaded in the hr_AssignmentAPI script include are
called.
Assignment script includes

The hr_AssignmentAPI passes the call through to the hr_AssignmentUtil script
include to reduce upgrade issues. Rather than update hr_AssignmentUtil, you
can add to hr_AssignmentAPI or another customer script include.
The getAgentsByCountryAndSkillsOrderLeastLoaded or
getAgentsBySkillOrderLeastLoaded in the hr_AssignmentAPI script include looks
for the least ordered by country and skills.
• These scripts also look at the agents in the assignment group.
• They then look for agents that have the required skills for the case and are in
the same country as the subject person.
• The list of agents that are returned are sorted according to case assignment
load defined as active cases of type HR case (or extension) or active HR tasks.
Auto assignment for HR tasks is slightly different than HR cases.

• The list of possible agents for an HR task is generated like an HR case.
• But, after ordering the list, the task is checked for a parent HR case and if the
agent assigned is on the list.
• If it is, the agent is placed at the top of the list ignoring case load.
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Required skills
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.
Refer to Create rules to route and assign customer service cases for more
information on matching and assignment rules.
Add 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.
Before you begin

Procedure
1. Navigate to HR Administration > Assignment Rules > HR Assignment Rules.
2. Click New.
Assignment Rules form
Field Description
Name Descriptive name for the HR assignment rule.

Execution Order in which the rule processes. Rules with lower-order
Order numbers process first.
For example:

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Field Description
• The first HR assignment rule has an execution order of 100.

• A second HR assignment rule has an execution order of 200.
• If a group has members that fit the conditions defined in
the first HR assignment rule, it assigns an agent with the least
amount of assigned cases.
• If the first HR assignment rule cannot find an agent to assign,
the second HR assignment rule runs.
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.
4. Click Update.
What to do next
After creating the assignment rule, you can test it to verify that it works.
Related information
HR Administration
718
Test an assignment rule
You can test a new assignment rule to verify that it works as intended.
Before you begin

Procedure
1. Create a new HR case.
2. Fill in the fields with data that matches the assignment rule conditions.
3. Submit the HR case.
4. Reopen the case and check that the correct assignment information was
added.
What to do next
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.
Note: Assignment groups are assigned at the time an HR case is created
from the HR case form. Once the State is changed to Ready, an agent is
assigned. When an HR case is created from the Employee Service Center,
an HR agent is assigned immediately.
• 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.
Related information
HR Administration
Add or modify a matching rule

You can add or modify a matching rule to assign HR cases to specific users or
groups.
Before you begin


719
Procedure
1. Navigate to HR Administration > Assignment Rules > HR Matching Rules.
2. Complete or edit the form.
Assignment Rules form
Field Description
Name Descriptive name for the HR matching rule.

Execution Order in which the rule processes. Rules with lower-order
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.

720
Field Description
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.
3. Submit the HR case.

4. Reopen the case and check that the correct assignment information was
added.
HR synonym dictionary
HR Service Delivery provides a Synonym Dictionary that helps expand text
searches with additional keywords.
Before you begin

Role required: admin, ts_admin
You can edit the HR Synonym Dictionary to better match your business and
terminology.
Note: You must be in the Global scope to edit.
Load the HR Synonym Dictionary

The HR Synonym Dictionary loads automatically when you check
the Load demo data box and activate the Human Resources
Scoped App: Core [com.sn_hr_core] plugin.
Activate the HR Synonym Dictionary
• Navigate to System Properties > Text Search.

• Check Yes in the Enable Synonym (which can be defined in
Synonym Dictionaries) field.
• Click Save.
Edit the HR Synonym Dictionary
• Navigate to System Definition > Text Index Synonym Dictionaries.

• Click HRSD Synonym Dictionary.
• The base system provides five default Synonym Sets.
• Click a Synonym Set to edit.

721
• Add words in the Synset box separated by commas. The words in
this box are your custom words that you feel your employees use
in search.
• Or, click Insert a new row to add a Synonym Set.
• Click Update.
Publish the HR Synonym Dictionary
• The HRSD Synonym Dictionary form appears.

• Click Publish Dictionary under Related Links.
• The Synonym Dictionary is active after a few minutes.
Link generator for HR Service Delivery

Use the Link Generator to create a link on an HR case form that accesses
information outside of the application to help fulfill the case.
Create links on the HR case form to payroll, social media, or to products to fulfill
computer or software requests. Generate URLs to manage content, knowledge
articles, and catalogs.
An example would be to create a link to a third-party HR application from the
HR case form so HR agents can access additional profile information. Creating
these types of links assume:
• The HR agent has valid credentials to access a third-party HR application.
• The link takes the HR agent directly to the profile information in the third-party
HR application and not to the home page.
The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the
Link Generator [com.snc.linkgenerator] plugin.
The process for creating a link for a form is:
• Create a record for the target website name and URL in Define Link(Link
Generator Sources).
• Create a record for the deep link name, website name, link type, and script in
Define Link Parameters (Link Generator Services).
• Map information like the button name, button location type, form (table),
Location (field), and Deep link name in Define Button (Link Generator
Mappings).

722
Add or modify an HR deep link
Use the Define Link (Link Generator Sources) to create a record for the target
website name and URL.
Before you begin

Role required: link_generator_writer
Procedure
1. Navigate to Link Generator > Define Link.
2. Click New or an existing record.
Field Description
Enter the external website name that

Website name
is the target for the link.
Website URL Enter the URL of the website.

4. Navigate to Define Link Parameters.
5. Click New or on an existing record.
Field Description
Enter a name or location within the

Deep link name
website you are linking to.
A unique link generator service value
Value automatically created from the Deep
link name entered.
Enter the name of the website you
Website name
are linking to.
Select:
• Button link: Creates a button that
links to the website.
• Generated link: Use to generate a
Link type
URL that you can copy and paste
into any table with a field type of
URL. For example, on the Manage
Content form, create a URL content
type. Then, copy and paste the

723
Field Description
URL in the Content URL field. Other

examples include creating links to
knowledge articles and catalogs.
Enter a script that directs the user to
Script
the external site.

7. Navigate to Define Button.
8. Click New or on an existing record.
Field Description
Enter a name for the button that links

Button name to the outside website. What you en
ter here appears on the button.
Select the location type for the but
ton.
• Standard form: Use this type to
place a deep link on the legacy HR
case form.
Button location type
• Custom form: Use this type to work
with an API.
• Agent Workspace: Use this type to
work with HR Service Delivery Agent
Workspace.
Select the table that contains the
field you want the deep link button to
appear next to.
Form (Table) For example, select the HR Profile
[sn_hr_core_profile] table when you
want the deep link button to appear
next to a field on the HR Profile form.
Select the field from the table select
ed that you want the deep link but
ton to appear next to.
Location (Field)
For example, select User to place the
deep link button next to the User field
on the HR Profile form.

724
Field Description
This information is pulled from the

Deep link name Deep Link Parameters (Link Generator
Service) form.
Check to make this mapping active
Active
and available for use.
HR security
HR Service Delivery provides Restricted Caller Access, Encryption Support, and
Edge Encryption security features.
Restricted caller access for HR

Restricted caller access (RCA) defines cross-scope access to HR Service Delivery
applications.
RCA is available to help secure sensitive information in HR scoped tables and
script include APIs. Without RCA, tables that are not private to a scope are
susceptible to queries by any server-side script.
The Scoped Application Restricted Caller Access
[com.glide.scope.access.restricted_caller] plugin is activated during the HR
application installation or upgrade.
Caller tracking
This setting is recommended for the development stage. Access is
allowed to tables and script includes, but tracked in the Restricted
Caller Access table. Access information can be viewed from
Application Restricted Caller Access.
Caller restriction
This setting is recommended for the production phase after
development is complete.
To define cross-scope access to an application resource, refer to Define cross-
scope access to an application resource.
Related information
Define application scope and resource access
Encryption Support for HR and Employee Document Management

HR Service Delivery and Employee Document Management provides encryption
support to secure sensitive information.

725
To encrypt employee documents or fields in HR, activate the Encryption Support
[com.glide.encryption] plugin. Encryption prevents unauthorized users from
downloading and viewing employee documents or viewing specific fields.
After the plugin has been activated:
• Reveal the Encryption Context field to the sn_hr_ef.encryption_context role.
Note: The base system does not reveal the Encryption Context field
on the Role form. This field defines the encryption key used to encrypt
fields and documents. Also, ensure the Application field has Employee
Document Management selected. See Roles.
• From the Encryption Context field, select an existing or add an encryption
context. See Set up encryption contexts.
• Add the sn_hr_ef.encryption_context role to the user adding employee
documents. Users with this role can access encrypted documents.
• Employees can view their own documents when HR Service Delivery is
licensed, activated, and the document type allows employee access. The
sn_hr_ef.encryption_context role is not required for employees to view their
own documents that are encrypted. See Define policies for a document type.
Note: Documents created prior to plugin activation are not encrypted.
See Encryption Support.
Edge Encryption for HR and Employee Document Management

HR Service Delivery and Employee Document Management provides edge
encryption to secure sensitive information.
Edge encryption provides you with direct control over your data security.
Encryption and key management are performed on your intranet between your
browser and your ServiceNow instance.
See Understanding Edge Encryption.
Because edge encryption is enabled on a proxy server on your side of the
network, there is significant planning, network administration and management,
and setup required.
See Planning for Edge Encryption.
To install edge encryption, see Edge Encryption installation.
To configure edge encryption, see Edge Encryption configuration.

726
Edge encryption for HR
You can encrypt columns (fields) or attachments associated with an HR table.
See Encrypt fields using encryption configurations.
Note: There are limitations when using edge encryption. See Edge
Encryption limitations.
HR chat from lists and forms

You can chat with employees about their HR services request from any HR list or
form in HR Service Delivery.
Access chat from the Toggle Connect Sidebar from the Form Header on any HR
form or list. A number display on the Toggle Connect Sidebar icon to indicate
that someone is trying to chat with you.
A chat initiated about a specific HR case is part of the case record. By default,
the chat conversation saves to the Work notes of the HR case. Work notes on an
HR case are not visible to the employee. Changing chat to Comments make the
chat visible to the employee on the HR case.
In the chat widow, click the icon next to the HR case number to access the
details of the HR case.
Note: When an agent is not assigned to an HR case, some features are

not available from the Employee Center. For example, the Ask a Question
link to chat about a specific case cannot assign an agent. For information
on automatically assigning an HR agent to a case, see Assignment and
matching rules in HR.
See Connect.
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.
Before you begin

To use the HR chat queue, the administrator must activate the Connect Support
[com.glide.connect.support] plugin.
Role required: admin or hr_admin
About this task

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.

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You can review the chat records to see how long employees waited for a
response and who is accepting the chat requests.
Procedure
1. Navigate to Collaborate > Connect Support > Support Administration >
Queues.
2. Select HR Department Chat Queue from the Chat Queues list.
3. Fill in the fields, as appropriate.
Chat Queue form
Field Description
Name Name of the queue.

Active Not used in Connect.
Assignment User group that contains the support staff for the queue. Any
group 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 Average time it takes for an agent to accept a chat in the
wait time queue. This value is automatically calculated. Do not manually
edit.
Confirm Not used in Connect.
problem
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 Message that users see when an agent accepts their chat. For
agent example, Thank you for contacting support. We are looking into
response your question now and will be with you shortly.
Not Message that users see when they attempt to start a chat
available 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

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Field Description
cannot start a new conversation in the queue outside the

schedule hours.
4. To review conversations associated with the queue, add the Chat Queue
Entries related list and review the records for the following information.
Option Description
Review information in the State and

How long the user waited and the result
Wait time columns.
Who is actively helping employees in the Review the names of agents in the
queue 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.
About this task

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.
HR chat queue notification
Procedure
1. Navigate to Collaborate > Connect Support.
The Connect workspace opens in a new tab.
2. 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.

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Support tab of Connect sidebar
3. Accept a conversation in one of the following ways.
Option Description
Under Queues, click Accept by the

queue.
Accept a conversation from a queue The conversation opens in the con
versation pane and an entry appears
in the Cases section of the sidebar.
Under Cases, click Accept by a trans
fer request.
Transfer request
Accept a transfer request
The conversation opens in the con

versation pane. The agent who trans

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Option Description
ferred the conversation can stay in

the conversation.
4. 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.
What to do next
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.
Before you begin

Role required: sn_hr_core.basic or sn_hr_core.case_writer.
About this task

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.
Procedure
1. Navigate to Connect > Connect Support.
The Connect workspace opens in a new tab.
2. Click the support tab of the Connect sidebar, indicated by a headset icon
( ).
3. Under Cases, open an HR conversation.
4. At the bottom of the conversation, click the menu icon ( ) to open the
Connect actions menu.
5. 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.
6. Complete the form as necessary and click Submit.
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.

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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.
HR e-signature
Sign electronic documents from any desktop or mobile device with e-signature.
E-signature is a scoped application that enables users to sign managed
documents, knowledge articles, or HR document templates with their typed or
drawn e-signature, their credentials, or as an acknowledgment.
The e-signature [com.snc.esign] plugin activates the sn_esign.min_admin_count
system property [sys_properties.list]. This property prevents you from deleting your
only e-signature admin user by requiring a minimum number (default is two) of
active users with this role.
HR and e-signature roles

By default, the following HR roles contain the following e-signature roles.
HR role E-signature role
HR administrator E-signature administrator

[sn_hr_core.admin] [sn_esign.admin]
HR basic E-signature manager
[sn_hr_core.basic] [sn_esign.config_manager]

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You can use the assignments as-is or change them. To change the default
assignments, see Components installed with e-signature for information on how
to assign a role to another role, group, or user.
How to use e-signature templates with HR tasks

Users with the HR administrator [sn_hr_core.admin] or basic [sn_hr_core.basic]
role can create e-signature templates. Each e-signature template pairs
a document type to sign (managed document, knowledge article, or
HR document template) with a signature type (signature, credential, or
acknowledgment). For example, you could create an e-signature template for
a non-disclosure agreement that requires a typed or drawn signature.
• Configure an e-signature template
You can then use the e-signature templates in HR tasks or HR task templates to
request signatures from users.
Note: On the HR task form, make sure that the HR task type sets to E-
signature.
• Adding an HR task to an HR case

• Configure an HR task template
Migrating existing HR task templates and open HR tasks to e-

signature
Migrate existing HR task templates and open HR tasks to the new HR task
type for e-signature with the Migrate HR e-signature tasks scheduled job.
The scheduled job automatically updates the HR task type and e-signature
template based on your existing configurations. It also disables the old HR task
types for credential, e-signature, and sign document.
• Migrate existing HR task templates and open HR tasks to e-signature
Activation information
E-signature automatically activates when you activate Case and Knowledge
Management. If it does not activate, you can manually activate e-signature.
For information on what components install with the feature, see Components
installed with e-signature.
Related information
E-signature

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Select an HR document template for an e-signature task
If the document type of the e-signature template you are using is an HR
document template, then you must select the HR document template that the
signatory will sign on the HR case form. Depending on the HR service you are
using to request the e-signature, you may need to configure the HR case form
so that the PDF template field appears and an HR document template can be
selected.
Before you begin

Role required: sn_hr_core.basic or sn_hr_core.case_writer
Procedure
1. Navigate to HR Case Management, and create a new or open an existing HR
case.
2. On the HR case form, in the PDF Template field, select an HR document
template.
Note: If the PDF Template field is not visible, make sure that the HR case
form for the HR service you are using is configured to show that field. See
Configure the HR case form for an HR service for more information, and
also HR case form configuration examples for an e-signature-specific
example.
Example
3. Click Start Work.

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4. Click Preview Document to preview the document.
5. From the Preview Document window, click Generate to generate the
document for signing.
The document to sign is added as an attachment to the HR case form.
What to do next
You can add an HR task to the HR case to request an electronic signature from
an employee.
Migrate existing HR task templates and open HR tasks to e-signature

Migrate existing HR task templates and open HR tasks to the new HR task
type for e-signature with the Migrate HR e-signature tasks scheduled job.
The scheduled job automatically updates the HR task type and e-signature
template based on your existing configurations. It also disables the old HR task
types for credential, e-signature, and sign document.
Before you begin

About this task

The Migrate HR e-signature tasks scheduled job migrates existing HR task
templates and open HR tasks from the Credential, E-Signature, and Sign
Document HR task types to the new E-signature HR task type.

735
Pre-migration Post-migration
The associated document and signature configurations are also migrated

to new or existing e-signature templates. If an e-signature template for the
applicable document and signature configuration already exists, then the
existing e-signature template is used. Otherwise, a new e-signature template is
created.
Pre-migration HR task type Post-migration e-signature template
Credential • Document type: Managed

document
• Signature type: Credential
E-Signature • Document type: Managed
document
• Signature type: Signature
Sign Document • Document type: HR document
template
• Signature type: Signature
Finally, the HR task types for Credential, E-Signature, and Sign Document are
disabled. Only the new HR task type for E-signature remains.
Procedure
2. Open the Migrate HR E-signature Tasks scheduled job.

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Depending on the data you have, the migration may take some time.
• Existing HR task templates are updated to the e-signature task type and an
e-signature template.
• Open HR tasks are updated to the e-signature task type and an e-signature
template.
• HR task types for Credential, E-Signature, and Sign Document are disabled.
Collect employee input

Collect employee input without creating additional case records or adding new
fields to existing tables with employee forms. Employee forms are questionnaires
built using the survey designer that you can use in HR tasks to verify or update
information from employees. The information collected can be mapped directly
to fields on a target table. You can also use HR criteria to query answers for use
in downstream processes, such as for lifecycle event activities.
How to collect employee input

Employee forms enable you to collect or verify information from employees.
To use them, you must first create the employee form. Employee form
questionnaires are built using the survey designer, and you can map questions
from the employee form to corresponding fields on a target table. The
mappings allow you to auto-populate information onto the employee form, and
that information can be read-only or editable. If editable, the updated values
will be pushed back to the corresponding table fields.
• Create an employee form
Once created, you can use the employee forms in HR tasks or HR task
templates.
Note: Make sure that the HR task type is set to Collect employee input.
• Adding an HR task to an HR case

You can also use HR criteria records to query collected answers for use in
downstream processes, such as for lifecycle event activities. Because questions
on the employee form are built using the survey designer, the answers collected
are saved to the Metric Result [asmt_metric_result] table. You can use HR criteria
records to query answers from that table to determine whether an activity
should trigger for a particular user. For example, if on an invention disclosure

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form, the new hire answers yes, then you can use that answer to trigger the
creation of another task to collect details on the invention.
• Create an HR criteria record for an employee form
Example: Gathering intellectual property information

As part of the onboarding process, you want to ask new hires if they have any
inventions to disclose. If they do, you want to gather details on the invention.
To collect this information, you need to create an employee form, which is a
questionnaire built using the survey designer. The questionnaire can include:
• New hire's manager

• New hire's business unit
• Do you have inventions to disclose?
• If yes, provide details on your invention.
After you create the employee form, you can use the form in HR tasks to collect
the information you need. The following GIF shows an example of an HR agent
creating a collect employee input task for an employee, Eva Seahorn, as part of
an HR case.
The employee can then provide that information when they receive the to-
do. The follow GIF shows an example of the employee, Eva Seahorn, then
completing the collect employee input to-do in the Employee Center.

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Collect employee input error handling
If an error occurs when updating the employee form, a work note will be
added to the HR case and HR task forms. Information not updated must be
manually updated by the HR agent, and you can navigate to HR Administration
> Employee Form Errors for further details on the error.
Create an employee form

Create or modify an employee form so that you can collect employee input.
Configuration of the employee form is a three-part process. First, create the
employee form record. Second, use the survey designer to build one or more
questions for the employee form. Third, you can map questions from the
employee form to corresponding fields on a target table.
Before you begin

Procedure
1. Navigate to HR Administration > Employee Form.
2. Click New.
Employee Form
Field Description
Name Name of the employee form.

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Field Description
Description Description of the employee form.

Active Option to activate the employee form for use.
4. Right-click the form header and click Save.

The Form Designer button appears.
5. Click Form Designer to open the survey designer in a new window.

6. Use the survey designer to build questions for your employee form.
Note: If you plan to map the question to a table field, make sure that the
data types match. Mapping is supported for the following question types:
• Boolean
• Choice
• Date
• Date/Time
• Number
• String
• Reference
For further details on the different question types, see Survey designer
elements.
Example
The following GIF shows an example of a user building a reference question
and a boolean question in the survey designer.

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Note: Make sure to provide each question a name so that you can
more easily identify the question when creating mappings or HR criteria
records.
7. After building your questions, click Save and Publish.
8. Return to and reload the employee form.

The Add Mappings field appears on the employee form.

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9. If you want to map one or more questions to fields on a table, fill in the
following new fields on the form.
Employee Form
Field Description
Add Mappings Option to map questions from the employee form

to fields on a target table. This field appears after
you save and publish at least one question in the
survey designer.
Table Select the table that the employee form is
mapping to. This field appears when Add
Mappings is selected.
Conditions Use the condition builder to identify one record on
the table to access. Make sure that the result is a
match to a single record. This field appears when
Add Mappings is selected.

Scoped, Global.
Example
For example, you can map an employee form to the HR Profile
[sn_hr_core_profile] table with the following condition:
• [User] [is (dynamic)] [Me]

The result is that the logged-in user's HR profile record is accessed for mapping.

742
10. To map one or more questions from the employee form to fields on the target
table.
a. In the Employee Form Field Mappings section, click New.
Employee Form Field Mapping form
Field Description
Employee form This field is automatically set to the name of the

employee form.
Table name This field is automatically set to the table that the
employee form is associated with.
Question Question from the employee form that is being
mapped from.
Note: Make sure that the data type

matches that of the target field.
Field Field that is being mapped to

matches that of the source question.
Read only Option to make the question read-only. If
selected, the user can read but not update
the field value on the employee form. This

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Field Description
field appears after you select a question in the

Question field.
Example
For example, you can map a question for the user's manager to the
corresponding field on the User [sys_user] table. When the user views the
employee form in an HR task, they will see their manager's name filled in for
that field. Because it is marked as read-only, the user will be able to read but
not update that field.
d. Repeat the process as needed.

11. Click Update.
What to do next
You can use the employee form in task forms to collect employee input from
users.
The following GIF shows an example of an HR agent creating a collect
employee input task for an employee, Eva Seahorn, as part of an HR case.

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The follow GIF shows an example of the employee, Eva Seahorn, then
completing the collect employee input to-do in the Employee Center.
Create an HR criteria record for an employee form

Create an HR criteria record for an employee form. Answers from the employee
form are stored in the Metric Result [asmt_metric_result] table. You can query
the answers using HR criteria. For example, if on an invention disclosure form, the
new hire answers yes, then you can use that answer to trigger the creation of
another task to collect details on the invention.

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Before you begin
Procedure
1. Navigate to HR Administration > HR Criteria.
2. Click New.
HR Criteria form
Field Description
Name Name of the HR criteria record.

Description Description of the HR criteria record.
Active Option to activate the HR criteria
record for use.
4. Right-click the former header and click Save.

The Conditions section appears.
5. In the Conditions section, click New.
6. On the HR Condition form, enter the following field values.
Field Value
Name <Name for the HR condition>

Table Metric Result [asmt_metric_result] table
Employee form Select the employee form you want to query.
This field appears when the Metric Result table is
selected in the Table field.
Condition Select the question and answer from the
employee form you want to query.
For the question, provide the following condition:
• [Metric] [is] [<Question>]

For the answer, provide the following condition
based on the value type:

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Field Value
• [String value] [is] [<Answer>]

• [Reference value] [is] [<Answer>]
• [Actual value] [is] [<Answer>]

Scoped, Global.
Active Selected
User column Assigned to
Example
7. Click Submit.
8. On the HR Criteria form, click Update.
What to do next
Depending on the case type, the HR criteria record will use the following survey
instance:
• If you are using the HR criteria record with a lifecycle event, it will use the
survey instance that is associated with the lifecycle event case.
• If you are using the HR criteria record with any other HR case, it will use the
latest survey instance.

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Capturing multiple job records for a user
Capture multiple job records for a user with the new Jobs (sn_hr_core_job) table.
When creating HR cases, you can specify which job the case pertains to. For
example, say that you have a payroll discrepancy case and the employee has
two associated job records. When the case is created, you can specify which
job the case is for.
Jobs table overview

Beginning in the New York release, you can use the new Jobs (sn_hr_core_job)
table to store multiple job records per user and capture the job history of users
within your organization.
Jobs table and HR Profile table

The HR Profile table has a reference to the Jobs table for the user's primary job.
HR Profile (sn_hr_core_profile) table
Field Description
primary_job Reference field to the Jobs (sn_hr_core_job) table.

• Job start date
• Job end date
For example, the following HR profile record is for Eva Seahorn. Eva was first
hired as a UX designer in May 2017. In August 2018, she left the company. In
June 2019, she was rehired as a marketing director. Eva has two associated job
records, and her marketing director position is her primary job.
• In the Employment Information related list, information about the primary job is
displayed.
• In the Jobs related list, all of the associated job records are displayed.
Note: The employment start date represents the first day the user was
employed with the organization. The job start date represents the first
day of the user's current primary job. In Eva's case, because she left the
organization in August 2018, her rehired start date of June 2019 represents
her new employment start date.

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Jobs table and HR Case table
The HR Case table has a reference to the Jobs table for the subject person's job.
HR Case (sn_hr_core_case) table
Field Description
subject_person_job Reference field to the Jobs (sn_hr_core_job) table.
In the case of Eva Seahorn, for example, she is rehired as a marketing director
in June 2019. She has two associated job records. When an onboarding case is
created for her, the subject_person_job field enables you to specify which job
the onboarding case pertains to. For Eva, the onboarding case would be for the
marketing director job she was rehired for.

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Supporting multiple jobs in a lifecycle event
Use the Jobs table to create lifecycle event cases where you can specify
which job the case pertains to. For example, say that you have an intern that
is being transferred to a full-time position. The intern has two associated job
records. When an onboarding case for the full-time position is created, the case
is associated with the full-time job record, ensuring that downstream activity sets
and activities are triggered based on information from that relevant job record.
• Support multiple jobs in a lifecycle event
Related information
hr_Utils - Global
hr_ActivitySet - Global
hr_ActivityUtils - Global
HR Service Portal
Your employees can use the HR Service Portal as a self-service way to get
information on benefits, policy information, or request help from the HR team.

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HR Service Portal
From the HR Service Portal, you can:

• View top rated knowledge base articles or search for HR knowledge articles
that answer your questions to quickly access top-rated articles. As you type,
articles are suggested based on keywords.
• View your HR profile and upload a company photo. You can update fields
that are not disabled in your HR profile.
• View your HR cases, requests, approvals (if you are an approver), team, and
organization chart.
• Submit HR questions and requests that are not answered in HR knowledge
articles.
• View weather and a map for your location.
• Chat with an HR specialist. (An administrator must enable the HR chat queue
for the link to appear.)
• Email HR to create your request.
• Browse the HR Service Catalog to:

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◦ Enroll in benefits.
◦ Request direct deposit for your paycheck.
◦ Select or modify benefits or beneficiaries.
◦ Request to onboard or offboard employees.
◦ Report or ask about disciplinary issues.
◦ Request HR Service Portal support.
• View your assigned tasks to complete.
• View tasks HR, Facilities, and IT are completing.
HR ticket page
The HR ticket page is where you and your employees can view the details of an
HR case and can be used with the HR service portal.
The HR ticket page appears when you open an HR request from the requests
page in the portal. (Non-HR requests open to a non-HR ticket page.) Different
users have different views of the HR ticket page, and you can configure the HR
ticket page header for individual HR services.
The HR ticket page shows the details of an HR case, such as the description,
attachments, history, approvers, and to-dos.
Note: What you see on the HR ticket page depends on your persona.
For example, because Mara Rineheart is the person that the HR case was
opened for, she can see all the to-dos that are associated with her case.

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HR ticket page user types
There are four different user types that can view the HR ticket page: the person
that the HR request was opened for, the person that is the subject of the request,
any task assignees, and any approvers. Each user type has a unique view.
User type Description
Opened for Person that the HR request was opened for. Sees
the HR case when it is created, including all to-dos
for all user types.
Note: If an HR case has one or more child

cases, the children are automatically rolled
up with the parent up to three generations. HR
child cases that are rolled up with the parent
do not appear as separate requests on the
requests page. Non-HR child cases appear
both as a separate request and as part of the
roll-up on the parent case.

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User type Description
Subject person Person that is the subject of the HR request. (This

person may or may not be the same person that
the HR request was opened for.) Only sees the HR
ticket page if an HR task is assigned to the user as a
to-do.
You can further configure the subject person view
to:
• Show case to subject person: If selected, the

subject person sees the HR case when it is
created, as well as:
◦ HR tasks assigned to the subject person
◦ Child HR cases where the subject person is also
the opened for
◦ Child HR cases when the subject person has a
task assigned
◦ Requests where the subject person is the
requested for
See Configure an HR service for more information.
Task assignee Person that is assigned a task to help fulfill the HR
request. Only sees the HR ticket page if an HR task is
assigned to the user as a to-do.
Approver Person that is an approver for the HR request. Only
sees the HR ticket page if an approval is assigned to
the user as a to-do.
HR ticket page header configuration

The HR ticket page header provides information about the HR case such as the
HR service type, description, attachments, history, option to cancel the request,
and who is assigned to the case.
You can configure the appearance of the HR ticket page header for individual
HR services.
• Configure the HR ticket page header for an HR service

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Standard Ticket Page view for HR Service Delivery
Configure your HR services to use the Standard Ticket page to provide a
consistent user experience for your employees.
You can configure the appearance of your ticket page layout (such as header
and tabs) from Standard Ticket > Standard Ticket Configuration. For more
information, see Configure custom HR services.
For new and restarted instances, the Standard Ticket page view is available by
default. For upgraded instances, you must configure the page route map. For
more information, see Enable the page route map.
After you have configured the HR services and have completed the page route
mappings, your HR requests appear in the Standard Ticket page view in the
following format:
When you enable expected resolution time (ETTR), you can see the estimated
time for your request. For more information, see Estimated time to resolve HR
cases.
Configure custom HR services

Configure your custom HR services in the Standard Ticket page to provide
consistent employee experience in the Portal.
Before you begin

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Procedure
1. Navigate to Standard Ticket > Standard Ticket Configuration.
Important: By default, the standard ticket configurations are done for the
following HR services:
• sn_hr_core_case_talent_management
• sn_hr_core_case
• sn_hr_core_case_payroll
• sn_hr_core_case_relations
• sn_hr_le_case
• sn_hr_core_case_operations
• sn_hr_core_case_total_rewards
• sn_hr_core_case_workforce_admin
2. Select your custom HR service.
3. On the form, configure the required fields:
Ticket Configuration form
Field Description
Table COE table for which you want to configure the standard ticket
page.
Active Option to specify if the ticket configuration is active.
Application Application associated with the ticket configuration.
State field Any field of the task-extended table. By default, this field
is mapped to the State field of the task-extended table.
Configure the form to add this field.
Note: You cannot add fields for any of the following

information:
• Number
• Short description
• Created date
• Updated date
• Watch list
• Any user input such as comments and work notes

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Field Description
Info Region
Show Scenario where the request description should be displayed.
'Description' Possible options are:
• None
• Always
• When no variables
Note: When displayed, you can expand and collapse the

description.
Advanced Option to specify that a widget should be displayed in the info
region.
Info widget Widget that should be displayed in the info region. This field
appears only when the Advanced check box is selected.
Note: By default, the HRM Case Info widget is used to

display the HR case-related information.
Info widget Comma-separated list of info widget parameters. This field
parameters appears only when the Advanced check box is selected.
Info fields Fields that should be displayed in the info region. This field
disappears when you select the Advanced check box.
Note: You cannot add fields for any of the following

information:
• Number
• Created date
• Updated date
• Watch list
• State
• Any user input such as comments and work notes
Action Region
Action Widget to specify the actions available in the info region.
widget

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Field Description
Note: By default, the HR Standard Ticket Actions widget is

used.
Action Comma-separated list of action widget parameters.
widget
parameters
Note:
• By default, two types of tabs are activated and configured: Activity
and Attachments type.
• You cannot duplicate any tab type other than Custom.
• You can configure a maximum of five tabs.
• You can add only one of these tab types:
◦ Variable Editor (Read-Only)
◦ Variable Summarizer
4. Right-click the header menu and click Save.
5. On the Tab Configurations related list, configure the fields.
Tab Configuration form
Field Description
Type Tab type based on which a widget is displayed. Possible

options are:
• None
• Activity
• Attachments
• Custom
• Variable Editor (Read-Only)
• Variable Summarizer
Tab name Name of the tab.
Application Application associated with the ticket configuration.
Order Order in which the tab should be displayed in the tabs section.
Visible Conditions for the tab visibility.

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Field Description
Widget Widget that should be displayed in the tabs section. This field
appears only when Custom is selected from Type.
Note: For the Tasks/To-dos tab, by default the HRM

Task Parent widget is used. For the Approvers tab, by
default the HRM Approval Tab widget is used. For the
Attachments tab, by default the HR Standard Ticket
Attachments widget is used. This widget also displays
employee documents (EDM).
Widget Comma-separated list of tab widget parameters. This field
parameters appears only when Custom is selected from Type.
6. On the Ticket Configuration form, click Update.
Enable the page route map

If you have upgraded your instance, redirect your HR ticket pages to the
Standard Ticket page in Portal. View your HR requests in the Standard Ticket
Page view.
Before you begin

Procedure
1. Navigate to Service Portal > Page Route Maps.
2. Create the page route map from hrm_ticket_page to standard_ticket.
Note: hrm_ticket_page is available only when you have the Employee

Center [com.sn_hr_service_portal] plugin.
3. Create the page route map from hrsp_ticket to standard_ticket.

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Note: hrsp_ticket is available only when you have Human Resources
Scoped App: Core [com.sn_hr_core] plugin, without the Employee
Service Center [com.sn_hr_service_portal] plugin.
4. Create the page route map from ticket to standard_ticket.
Note: ticket is available only Non-HR catalog items.
Translations for HR cases and tasks

Enable translations on HR case and task templates so that employees can
view the short descriptions and descriptions of their HR cases and tasks in their
preferred language.
Configure the global descriptions for translations for an HR template

Configure an HR case or task template to enable translations. You can provide
the global descriptions for translations in multiple languages so that users can
view the short descriptions and descriptions of their HR cases and tasks in their
preferred language.
Before you begin

Make sure to activate the languages that you want to support translations for.
See Activate a language for more information.

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Procedure
1. Navigate to HR Administration > HR Services > HR Templates.
For details on how to how to configure an HR case or task template, see:
• Configure an HR case template

4. To enable translations, make sure that the Use global descriptions for
translations field is selected.
When selected, the Global short description and Global description fields
display.
5. Provide the global short description and description for each of your
activated languages.
Note: Make sure to provide global descriptions for each supported

language. You cannot select the Use global descriptions for translations
option within a single HR template for some languages and not others.
a. Go to System Systems > General, and select the language that you want to
provide translations for.
Example
For example, you can set the language to Spanish.

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b. On the HR template form, provide the global short description and
description in the selected language.
Example
For example, you can provide the global short description and description
for dental benefits in Spanish.
c. Repeat the process for each language you are supporting.

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Example
For example, if English, Spanish, and Korean are activated on your instance,
then make sure to provide global translations for each of those languages in
the HR template.

7. If you are configuring an HR case template, then you can also update the
corresponding HR service to use case headers that support the use of global
descriptions.
b. Open the corresponding HR service record.
c. Update the following fields:
FIeld Value
Opened for / Approver view Opened for/approver case

header configuration using global
descriptions

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FIeld Value
Subject person / Task assignee view Subject person/task assigned to

case header configuration using
global descriptions
d. Click Update.
Example: Dental benefits enrollment

This is an example of how the global short description and description displays
for the Dental Benefits Enrollment/Modification HR service in the Employee
Service Center when the language is set to Spanish.
Employee Profile table

The Employee Profile (sn_employee) plugin provides an Employee Profile
(sn_employee_profile) table that makes the employment start date and
employment end date fields available outside of HR Service Delivery. For
example, the table can be used with IT Business Management to update the
resource capacity of users.
Overview
Beginning in the Paris release, you can use the Employee Profile
(sn_employee_profile) table to make the employment_start_date and
employment_end_date fields available outside of HR Service Delivery.

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Employee Profile (sn_employee_profile) table
Field Description
user Reference to the User (sys_user) table.

employment_start date Represents the employment start date.
employment_end_date Represents the employment end date.
If you are using Employee Profile with HR Service Delivery

When you activate the Employee Profile plugin, the following fields are pulled
from the HR Profile (sn_hr_core_profile) table to populate the Employee Profile
(sn_employee_profile) table.
HR Profile (sn_hr_core_profile) table
Field Description
employment_start_date Represents the employment start date.

employment_end_date Represents the employment end date.
Sync employee profile from HR profile is a one-time scheduled job that

will pull all users with their corresponding employment_start_date and
employment_end_date values from the HR Profile table upon plugin activation.
Subsequent updates will be made by the Synchronize fields to HR profile and
Synchronize fields to employee profile business rules.
Note: If you need to run the one-time scheduled job again, make sure to
first activate the job and allow for the invalidated RCA before running it. Do
not run the job on a scheduled basis.
You must activate the Employee Profile (sn_employee) plugin to use the
Employee Profile table with your application.
Note: If you are using the table with IT Business Management, see Update
the resource capacity for more information.
Activate Employee Profile

You can activate the Employee Profile plugin [sn_employee] if you have the
admin role.

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Before you begin
Procedure

<plugin name>.
Related reference
List of plugins (Rome)
Components installed with Employee Profile

Several types of components are installed with activation of the Employee
Profile [sn_employee_profile] plugin, including tables, user roles, and scheduled
jobs.
Roles installed
Contains
Role title [name] Description
roles
Employee Profile Grants access to create, read, update, and • None

admin delete for the Employee Profile table.
[sn_employee.admin]

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Sync (HR Service Delivery only) One-time scheduled job that pulls
employee all users with their corresponding employment_start_date
profile from and employment_end_date values from the HR Profile
HR profile (sn_hr_core_profile) table.
Tables installed
Table Description
Employee Profile Employee Profile table.

[sn_employee_profile]
Response templates for HR Service Delivery

You can use response templates with HR Service Delivery to resolve cases faster
and more efficiently.
Response templates (formerly known as templated snippets) are reusable
messages. You can copy these messages created from these templates to
an HR case, task, email, or chat to provide quick and consistent messages to
employees. For example, a response template for a payroll discrepancy case
enables HR agents to use a standardized message when responding to that
case type.
Note: For more information on response templates, see Response

templates.
Response template channels

Response templates can correspond to multiple channels. A channel represents
the media you want the response template to be available for. For example:
• Chat channel: Provides response templates for chat conversations.
• Email channel: Provides response templates for emails.
• Form: Provides response templates for HR case or tasks.
If you create a new response template and do not assign it to a channel, it is not
available to use.
To create a universal response template that is available for all channels, assign
it to all channels.

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Note: Any response templates created prior to the Quebec release are
associated with all channels preserving their prior behavior and can be
used universally.
The response templates feature automatically activates when Case and
Knowledge Management activates. See Activate response templates.
To use response templates in a chat in Agent Workspace for HR Service Delivery,
activate:
• Advanced Work Assignment for HRSD (com.sn_hr_awa) plugin
For more information, see Advanced Work Assignment (AWA) for HR Service
Delivery Agent Workspace overview and Setting up Workspace Agent Chat.
For more information on setting up chat in Virtual Agent, see Virtual Agent.
How to use response templates with form (HR case or task)

HR administrators and managers can create response templates. Each template
is associated with an HR table that is an extension of the Task [task] table.
Configure the template to include variables pulled from that table. Also, use
a condition builder to specify what a case must meet for the template to be
available, such as for a specific HR service.
For more information on creating or modifying a response template, see Create
or modify an HR Service Delivery response template.
Response templates appear for an HR case form for templates associated with
the Form channel and satisfy the conditions on the response template. For the
HR case form, the Responses button appears at the top. If there are multiple
templates available, you can select the appropriate one. See Work an HR case.
Note: For more information on using a response template with an HR case,

see Copy a response template to an HR case.
For Agent Workspace for HR Service Delivery, the Response Templates icon
( ) appears in the Contextual sidebar. For more information, see Response

template for HR Service Delivery Agent Workspace.
Components installed with response templates

Several types of components are installed with activation of the Templated
Responses (com.sn_templated_snip) plugin, including tables and user roles.

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Roles installed
By default, the following HR roles contain the following response template roles.
Note: The Templated Responses [com.sn_templated_snip] plugin

activates the sn_templated_snip.min_admin_count system property
[sys_properties.list]. This property prevents you from deleting your only
Response Template admin user by requiring a minimum number (default is
two) of active users with this role.
Response templates administrator Grants • sn_templated_snip.templ

[sn_templated_snip.template_snippet_admin] access to
scoped
administration
of the
response
templates
feature.
Response templates writer Grants • sn_templated_snip.templ
[sn_templated_snip.template_snippet_writer] access to
create, read,
update,
and delete
(CRUD)
response
template
content.
Response templates reader Grants • None
[sn_templated_snip.template_snippet_reader] access
to read
response
template
content.

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application.

administration.
Tables installed
Table Description
Response Template Table for .

[sn_templated_snip_note_template]
M2M Response Template to Channel
[m2m_response_template_to_channel]
Response Template Channel
[sn_templated_snip_channel]
Note Template for Table
[sn_m2m_note_template_for_table]
Create or modify an HR Service Delivery response template

Create or modify a response template (formerly known as a templated snippet)
to define a reusable message. You can copy these messages when responding
to employees to provide quick and consistent messages.
Before you begin

Role required: sn_hr_core.manager, sn_templated_snip.template_snippet_admin
Each template is associated with an HR table that is an extension of the Task
[task] table. The template can be configured to include variables pulled from
that table. Also, use condition builder to define when a case meets the criteria
for a template, such as for a specific HR service.

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Procedure
1. Navigate to HR Administration > Response template configuration.
Response template form
Field Description
Name Name of the response template.

Short Name Short description that identifies the
response template when using chat
in Agent Workspace.
Use the short name with a quick
command (/) to show the text from
the template body of the response
template while in chat. This feature
provides a fast and consistent way to
populate text while in chat.
For example, the short name gm
identifies the chat response template
for a Good Morning greeting. Enter /
gm in a chat window to show the text
from this response template.
Table Name of the table that the response
template is associated with.
Note: If you are creating

a response template for
Agent Workspace chat,
the associated table is the
Interaction [interaction] table.
For other response templates,
the table must be an extension
of the Task [task] table.
Condition Conditions that determine when the
response template is available for
use.

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Field Description
When defining conditions like

case sensitivity or null values, see
Note: The conditions available

depend on the table you select.
For chat response templates,
specify the condition: [Type] [is]
[Chat]
Application The application that created the
response template.
Group visibility Indicates what groups have access
to the response template.
Adding groups filters who can view
the response template.
Note: Leaving this field empty

makes the response template
available to all groups.
Template body Text of the response template
providing instructions to the agent on
how to respond to a specific case or
task.
You can reference field values by
selecting variables from the variables
list based on the table you select.
You can manually enter custom
variable references:
• Current user: ${current_user}
• Current date: ${Date}
Or, place your mouse where you
want the custom variable reference
to appear and select the Insert
Current User or Insert Current Date
buttons.
Note: Response templates do

not support rich text.

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Field Description
Select variables Variables you can add to the

template body.
Note: The variables available

depend on the table you select.
Example
The following GIF shows an example of an HR manager in the HR Service
Delivery application creating a response template to escalate payroll
discrepancy cases. The template is associated with the HR Payroll Case
[sn_hr_core_case_payroll] table, and a condition is set to filter on cases that
match the Payroll Discrepancy HR service. The template text is pasted into the
body, and then a variable for the subject person is added to the salutation.

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4. Click Submit or Update. The Channels related list appears.
Channels limit the response template to only the channels you add. If you
leave this blank, the response template is available to no channels. This
feature allows you to have different messages for chats, emails, or form. For
more information, see Create a response template channel.
What to do next
You can copy response template content to any field on a form that meets the
specified conditions.
The following GIF shows an example of an HR case writer in the HR Service
Delivery application opening a payroll discrepancy case and copying a payroll
discrepancy escalation template to the comments field in the HR case form for
the employee to read.

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Create a response template channel
Follow these steps to create a response template channel. Response template
channels ensure the correct response templates appear for use with chat,
email, or HR case or task.
Before you begin

Procedure
1. Navigate to HR Administration > Response Template Configuration.
2. Select an existing response template or click New.
3. Select Channels.
4. Select the Lookup using list icon.

5. Select New. Fill in the fields on the form.

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Response Template Channel
Field Description
Name The name of the channel. Channels

represent a category you want the
response template to appear for.
The base system provides:
• Chat
• Email
• Form
Note: The Advanced

Work Assignment for HRSD
(com.sn_hr_awa) plugin must
be activated to use response
templates in chat.
Value The name of the channel you want
to remain consistent in relation to
different languages.
For example, if I am working in
French, the Name field could be
LeChat, but Chat in the Value field.
This ensures that the correct template
is selected regardless of language.
Application The application the response
template is available to use in.
Active Activates the Response Template
Channel.
Note: Unchecking the box

inactivates the record without
deleting it.
6. Select Save. The Channels related list appears.

Channels limit the response template to only the channels you add. If you
leave this blank, the response template is available to all channels. This feature
allows you to have different messages for chats, emails, or form.
7. Click New to create a new channel or Edit to access an existing channel.

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8. After you select the channel(s), click Save. The Response Template form
returns.
9. Click Update.
For more information on response templates, see Create or modify an HR
Service Delivery response template.
Copy a response template to an HR case

Copy response template (formerly known as templated snippet) content to any
field on an HR case form that meets the specified conditions.
Before you begin

Role required: sn_hr_core.case_writer
Procedure
1. Navigate to HR Case Management > All HR Cases, and open one of the
modules, such as Assigned to me or Open.
2. Open the HR case.
3. Click Responses to open the Response Templates side panel.
Note: If the Responses button is not visible, make sure that a response
template that meets the conditions for the open case is available to use.
See Create or modify an HR Service Delivery response template for more
information.
4. In the Response Templates side panel, you can select a template and copy it
to the clipboard.

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5. Once copied, you can paste the content to a field on the form, such as to
Comments, or into an email that you send to the employee.
Note: For information on using response templates in HR Agent

Workspace, see Use Response templates on an HR case.
HR Profile
The HR Profile application stores confidential employee data, such as name,
personal contact information, email addresses, employment history, and
contacts, in the scoped version of HR.
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.
The fields that are editable by employees are defined in HR Properties under HR
profile fields editable by users. See HR properties.
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
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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 email 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 • Date of birth

• Home city • Department
• Home country • Employee number
• Home phone • Employment end date
• Home state/province • Employment start date
• Home zip/postal • Employment status
• Middle name • Employment type
• Personal email • Ethnicity
• Personal mobile phone • First name
• Prefix • Gender
• Work email • Last name
• Work mobile • Location
• Work phone • Location type
• Manager
• Marital status
• Nationality
• Notice period
• Place of birth

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(continued)
Personal information fields Sensitive and employment information fields
• 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 email address or phone number.
ACLs control the HR profile personal information fields, which can be modified
for more controlled access.
You must have the sn_hr_core.secure_info_reader role to view the Social
Security field on an HR profile. This role is contained in the sn_hr_core.manager
role.
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.
• 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.
At a Glance panel in Agent Workspace for HR Service Delivery

The fields that appear on the At a Glance panel in Agent Workspace for HR
Service Delivery are dependent on what fields appear in an HR profile.

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Note: Fields with no data on the HR profile do not appear in the At a
Glance panel.
If you want additional fields to appear on the At a Glance panel, see

Configuring the form layout.
Related information
HR Profile
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 only have access 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 email 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

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◦ 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.
An HR case can be created from an HR profile. Click Create New Case under
Related Links and Case Creation appears.
Impersonating a user
You can prevent a user from accessing HR information by impersonating a
user that has HR access by using the If true, ACLs check if the user is being
impersonated. property.
• Navigate to HR Administration > Properties.
• Scroll to If true, ACLs check if the user is being impersonated.
• Check Yes (true) to enable ACLs to check when a user is impersonating
another user and prevent the user from viewing HR information.
• Even if the logged in user has HR access and impersonates another HR user
with the same access, HR information is not visible.
Note: This property was introduced for the HR Service Delivery scoped
application and not applicable to the HR Services Delivery Non-scoped
application.
See Add field security in HR.

See Restricted caller access for HR.
See Manage HR roles.

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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 appear 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.
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.
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]
• Employee number [employee_number]
Note: Bot phone number sync is not supported.
The following table describes the other fields that are synchronized by the
Synchronize fields to hr_profile business rule.

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Fields synchronized using the business rule
User
HR profile
[sys_user] Notes
[hr_profile] field
field
Position Title Position in the HR profile is a referenced field. The HR

[position] [title] 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 Street
address [street]
[address]
Country Country Although the field names are the same, these fields
[country] code are of different types. In the HR profile, [country] is
[country] a reference field. In the user record, [country] is a
choice list. The country code appears in the User
form instead of the country name when the country
selected in the HR profile is not in the choice list.
Work email Email The HR profile contains both personal and work email
[work_email] [email] fields, while the user record only contains the work
email.
Note: The User form must be configured to show address, country, and
email fields.
Add field security in HR

You can secure a field on a form so that specific HR users cannot view it.
Before you begin

Role required: sn_hr_core.admin, security_admin
About this task

Use Access Control (ACL) on a field to secure it.
Note: This example shows how to secure the Ethnicity field on an HR Profile
form so users with the HR Manager [hr_manager] role or below cannot view
it.

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Procedure
1. Navigate to HR Profile.
2. Elevate your role to add security_admin. Select your login name and select
Elevate Roles.
3. Check security_admin.
4. Select OK.
5. Select an HR profile record to edit. It can be any record.
6. Right-click the Ethnicity field and select Configure
Security.

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7. The Security Mechanic menu appears. Change the Operation to secure field
to read.
8. Move a role that you want to view the field to the Selected column. For
example, move sn_hr_core.admin.
By selecting read and adding sn_hr_core.admin, any role below this role,
cannot read the field. For example, sn_hr_core.manager is below this role and
cannot view this field after completing the steps.
9. Click OK.
Because HRSM is a scoped application, you have to ensure that you are in the
scoped version within the form.
• Click the Settings icon.

• Select Developer under System Settings.

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• Change Application to Human Resources:
Core.
• Close the window.
Related information
Access control list rules
Add 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.
Before you begin

Role required: sn_hr_core.secure_info_writer, sn_hr_core.basic, or
sn_hr_core.manager
About this task

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 allow list to add fields that users can modify
themselves. This allow list 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.

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To update the HR profile when an employee information change request is
assigned to you, complete the following steps.
Procedure
1. Navigate to HR Profile > HR Profiles.
The HR Profiles list opens.
2. 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.
From HR Profiles, select 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.
3. 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.
4. Complete or update the form with as much additional information as you
have.
HR profile sections and related lists
Section or related
Description
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 Middle name of the user, pulled from the user record.
name
Last name Last name of the user, pulled from the user record.
Gender Select the gender of the user.
Active Check to indicate that the user is a current employee for your
company.
Legal hold Indicates that the HR profile is under legal hold and all
associated employee documents cannot be deleted.

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Section or related
Description
list
• Click the Add Legal Hold button in the form header.

• Select a Reason.
• Enter comments.
• Click OK.
To remove an HR profile from legal hold, click the Remove
Legal Hold button in the form header.
Date of birth Click the Select Date icon and select the birth date of the
user.
Place of Enter the location the user was born.
birth
Country of Select the country the user was born.
birth
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.
Ready to Identifies if the employee is ready to return to work. Works with
return to Enterprise Employee Experience Packs for employees working
workplace from home during a health crisis.
Select Yes and the employee is included in campaigns and
lifecycle events related to returning to work.
Select I'm not sure and the employee is included in some of
the lifecycle events related to returning to work. An HR task
triggers for HR to review the employee's concerns.
For more information, see Enterprise Employee Experience
Pack.
Return to Works with the Ready to return to workplace field. Select a
workplace date when the employee plans to return to work.
date
Employment Information such as employment status and type of
Information employment, employee number, and start and end dates.
Employment For onboarding employees, click the Select Date icon and
start date select the first day of employment.

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Section or related
Description
list
Employment For offboarding employees, click the Select Date icon and
end date select the last day of employment.
Employment Select the employment type for the user.
type
Probation Enter the period the user is on probation.
period
Probation Enter the date probation ends for the user.
end date
Leave status The status of the employee if leave was requested. Values
are:
• Requested
• Approved
• On Leave
• Rejected
• Completed
• Cancelled
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 Select the location type of the user to further define the
type location.
Offboard For employees offboarding, click, and select the type of
type employment termination.
Notice For companies that require notice before dismissing an
period employee. Enter the time period between receipt of the letter
of dismissal and the end of the last working day.
Employee Enter the employee number of the user.
number

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Section or related
Description
list
Social Enter the social security number of the user.

Security
number
Contact Information such as address, phone number, personal email
Information address. Some field values are copied from the onboarding
form.
The following related links are available:
Create new Click to create an HR case for the HR profile displayed.
case
Show Click to view the organization chart of the employee.
employee
org chart
View Click to view the HR profile of the manager of the employee.
Manager
Profile
The following related lists are automatically populated.
Beneficiaries A list of beneficiaries associated with the employee. Click
New to create a beneficiary.
Who is A list of people who are covered under the benefits for the
covered employee.
Emergency A list of the employee emergency contacts. One contact
Contacts in the list is designated as the primary and others can be
entered as alternates.
Employee Lists all HR employee documents associated with the HR
Documents profile.
Note: This tab only appears when the Employee access

field is checked from the Document Type form.
Direct List of the employees who report directly to the user.
Reports
Colleagues List of other employees who have the same manager as the
user.
Cases Open HR cases for the user.

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Section or related
Description
list
Legal Holds Lists legal or litigation holds on any employee-related

documentation.
Click Add Legal Hold or New to place documents associated
with the employee on legal hold.
Employee Lists the labor union information associated with the
Union employee.
Memberships
Select New to add labor union information for the employee.
For more information, see Create employee union
memberships.
5. 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.
Add or modify contacts for HR

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.
Procedure
2. Click New or an existing contact.
3. Enter or modify the contact name, telephone numbers, and other information.
4. In the Employee field, click and select the employee that the contact is
associated with.
5. 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 Submit and return to the HR Contacts list or Save and remain on the HR
Contact form.

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Who is covered
You can create or modify who is covered under an employee benefit plan using
the HR Health Benefits module.
About this task

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.
Procedure
1. Navigate to HR Profile > Who is covered.
2. Click New or an employee to open a record.
HR Beneficiary form
Field Description
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.
National Social security number of the beneficiary or tax ID number for a
tax ID trust account.
Date of Beneficiary birth date.
birth
Gender Gender of the person being covered.
4. Click Submit.
The person covered is listed in the Who is covered list.

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5. 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.
6. Click the who is covered name to open the form.
The Who is covered form opens displaying full name and other populated
fields.
7. Modify the form.
8. Click Update.
Add or modify a beneficiary

You can create or modify an employee beneficiary using the Beneficiaries
module.
About this task

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 > Beneficiaries.
Procedure
1. Click New or a beneficiary to open a beneficiary record.
HR Beneficiary form
Field Description
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.

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Field Description
Date of Beneficiary birth date.

birth
National Social security number of the beneficiary or tax ID number for a
tax ID trust account.
Trust Check if the beneficiary is a trust.
Relationship Relationship to the employee.
Benefit type Type of benefit, such as, 401(k), Basic Life, Retirement Plan, or
Voluntary Life.
Beneficiary Primary or contingent.
type
Percentage Percentage amount of the benefit distributed to the
beneficiary.
3. Click Submit.
The beneficiary is listed in the HR Beneficiaries list.
4. 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.
5. Click the beneficiary name to open the form.
The HR Beneficiary form opens displaying full name and other populated
fields.
6. Modify the form.
7. Click Update.
Add or modify a health benefit

You can add or modify a health benefit for an employee using the Health
Benefits module.
Before you begin

Role required: sh_hr_core.basic, or sn_hr_core.manager
About this task

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.
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Procedure
1. Navigate to HR Profile > Health Benefits.
2. Click New to open a health benefit record.
HR Health Benefit form
Field Description
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.
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 Dollar amount employer contributes to plan per
Contribution (per paycheck.
paycheck)

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Field Description
Employer Dollar amount employer contributes to plan per year.

Contribution (per
year)
Employee Dollar amount employee contributes to plan per
paycheck)
Employee Dollar amount employee contributes to plan per year.
Contribution (per
year)
4. Click Submit.
The health benefit is listed in the HR Health Benefits list.
5. 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.
6. Click the health benefit to open the form.
The HR Health Benefit form opens displaying benefit name and other
populated fields.
7. Modify the form.
8. Click Update.
Add or modify Life, AD&D insurance benefits

You can add or modify an insurance benefit for an employee using the HR
Benefits module.
Before you begin

About this task

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.
Procedure
1. Navigate to HR Profile > Life, AD&D Insurance Benefits.
2. Click New to open an insurance benefit record.
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HR Insurance Benefit form
Description Field
The name of the insurance plan. Click the Lookup Plan

using list icon and select the plan for the employee.
The user who requested enrollment. Click the Lookup Employee
The membership/enrollment ID number of the Plan ID
employee.
The life insurance company that provides the Provider
insurance benefit. Fills in when the plan is selected.
The type of insurance plan. Fills in when the plan is Plan type
selected.
Enter the coverage type of the plan. An example is Coverage type
Family Coverage or Individual Plan.
Not all insurance plans have coverage type.
The period the insurance policy covers. Term
Click the Lookup using list icon to search for and Beneficiaries
select contacts that are beneficiaries.
List of family members of the employee covered under Who is covered
the health benefit.
Date when the benefit is active for the employee and Start date
beneficiaries.
Date when the benefit is no longer active for the End date
Dollar amount employer contributes to plan per Employer
paycheck. Contribution (per
paycheck)
Dollar amount employer contributes to plan per year. Employer
Contribution (per
year)

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Description Field
Dollar amount employee contributes to plan per Employee

paycheck. Contribution (per
paycheck)
Dollar amount employee contributes to plan per year. Employee
Contribution (per
year)
4. Click Submit.
The insurance benefit is listed in the HR Insurance Benefits list.
5. To modify insurance benefit data, find the existing insurance benefit in the HR
Insurance Benefits list.
Enter.
6. Click the health benefit to open the form.
The HR Insurance Benefit form opens displaying benefit name and other
populated fields.
7. Modify the form.
8. Click Update.
Add or modify a retirement benefit

You can add or modify a retirement benefit for an employee using the
Retirement Benefits module.
Before you begin

About this task

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.
Procedure
1. Navigate to HR Profile > Retirement Benefits.
2. Click New to open a retirement benefit record.

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HR Retirement Benefit form
Field Description
Plan The name of the insurance plan. Click the Lookup using
list icon and select the plan for the employee.
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.
beneficiaries.
Employee Percentage deducted from the employee paycheck
contribution toward the benefit.
percent
4. Click Submit.
The retirement benefit is listed in the HR Retirement Benefits list.
5. To modify retirement benefit data, find the existing retirement benefit in the HR
Retirement Benefits list.
Enter.
6. Click the retirement benefit to open the form.
The HR Retirement Benefits form opens displaying benefit name and other
populated fields.
7. Modify the form.
8. Click Update.

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Add or modify disability insurance benefits
You can add or modify a disability insurance benefit for an employee using the
Disability Insurance Benefits module.
Before you begin

About this task

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.
Procedure
1. Navigate to HR Profile > Disability Insurance Benefits.
2. Click New to open a disability benefit record.
Field Description
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.
beneficiaries.
Employee Dollar amount employee contributes to plan per
paycheck)
Employee Dollar amount employee contributes to plan per year.
Contribution (per
year)

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Field Description
Employer Dollar amount employer contributes to plan per

paycheck)
Employer Dollar amount employer contributes to plan per year.
Contribution (per
year)
4. Click Submit.
The health benefit is listed in the HR Disability Benefits list.
5. To modify insurance benefit data, find the existing insurance benefit in the HR
Disability Benefits list.
Enter.
6. Click the amount under the Employee Contribution column to open the form.
The HR Disability Benefit form opens displaying benefit name and other
populated fields.
7. Modify the form.
8. Click Update.
Add or modify employee union membership

Use Employee Union Membership to identify employees that belong to a union
and associate their union information to their HR profile.
Before you begin

Procedure
2. Select New or an existing HR profile.
Note: For information on the fields to complete an HR profile, see Add or

modify an HR profile.
3. After creating a new or editing an existing HR profile, select Save.
The HR profile related list appears.
4. From the Employee Union Membership tab, select New.
For information on creating an employee union membership, see Create
employee union memberships.
5. After entering the required information, select Save or Submit.

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Generate HR Profiles
For new customers using HR Service Delivery, you can create an HR profile for
multiple employees using conditions and criteria.
Before you begin

Procedure
1. Navigate to HR Profile > Generate HR Profiles.
The Generate HR Profiles form opens.
Field Description
Filter Click and select the conditions that must be met for an employee to
Users be assigned the profile.
Profiles Click and select the type of profile for employees that meet the
conditions.
3. Click Create Profiles.
Add or modify an employee direct deposit

You can add or modify an employee direct deposit using the Direct Deposit
module.
Before you begin

About this task
Procedure
1. Navigate to HR Profile > Direct Deposit.
2. Click New to open an HR direct deposit record.

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HR Profile Direct Deposit form
Field Description
Employee Employee name.

Bank Account holder name.
account
Active Check to activate direct deposit for the employee. Leaving
the box empty or deselecting deactivates direct deposit.
Deposit Type of direct deposit, such as, amount, percentage, or
type remaining.
Deposit Displays when Amount is selected for Deposit type. Enter the
amount dollar amount for direct deposit.
Deposit Displays when Percentage is selected for Deposit type. Enter
percentage the percentage amount for direct deposit.
4. Click Submit.
The direct deposit is listed in the HR Direct Deposits list.
5. To modify direct deposit data, find the existing direct deposit in the HR Direct
Deposits list.
Enter.
6. 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.
7. Modify the form.
8. Click Update.
Add or modify tuition reimbursement

You can add or modify a tuition reimbursement for an employee using the HR
Benefits module.
Before you begin

About this task

Employees can ask questions about approved courses and classes and request
tuition reimbursement by submitting a request through the HR Service Portal. A

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tuition reimbursement case is opened and can be viewed and assigned at HR
Benefits > Tuition Reimbursements.
Procedure
1. Navigate to HR Benefits > Tuition Reimbursements > Tuition Reimbursements.
The HR Benefit Tuition Reimbursements list opens.
2. Click New to open an HR tuition reimbursement record.
HR Tuition Reimbursement form
Field Description
Employee The user who requested tuition reimbursement. Click the

Lookup using list icon and select the user.
School/ Name of the school or program where the employee took
Program the course.
name
Course Explanation of why the employee took the course.
justification
Course start Date when the course started.
date
Course end Date when the course ended.
date
4. Click Submit.
The tuition reimbursement is listed in the HR Tuition Reimbursements list.
5. To modify tuition reimbursement data, find the existing tuition reimbursement in
the HR Tuition Reimbursements list.
Enter.
6. Click the tuition reimbursement to open the form.
The HR Tuition Reimbursement form opens displaying course title and other
populated fields.
7. Modify the form.
8. Click Update.

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Add or modify accommodations
You can add, modify, or view accommodation requests for an HR profile.
Accommodations are requests from your employees related to their work
situation.
Before you begin

Role required: sn_hr_er.case_writer
Note: For more information, see HR Service Delivery Employee Relations

accommodations.
Procedure
2. Select an HR profile from the list.
3. Scroll down to the related list and select the Accommodations tab.
4. Select New or to edit, select the Status link.
Note: For information on creating an accommodation request, see

Create accommodations.
5. Select Submit or Update.
HR Case Management
You use the Case and Knowledge Management application to create, view,
or edit HR cases in the scoped version of HR. HR cases are created from
HR requests or inquiries related to HR account or systems, benefits, payroll,
performance management, reporting, talent acquisition, time and expense
reporting, and more.
Self-Service HR case creation

From the Employee Center, employees can inquire or request HR services from
the following categories:
• Benefits
• Employee Data Management
• Employee Relations
• General
• HR Systems
• Payroll

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• Talent Management
• Visas
An HR case is created when an HR service is requested through the Employee

Center.
HR agent case creation

Employees can inquire about HR services via email, chat, or phone. HR agents
can create an HR case based on a Center of Excellence (COE) or HR service.
After an HR case is created, it is assigned to an HR agent and/or an assignment
group via the HR service and associated HR template.
HR cases can have one or more associated HR tasks or HR child cases that make
up the parent case.
Example HR request
An employee named Alan wants to find out about the dental plans offered:
1. Alan submits an HR request through the Employee Center asking about one of
the dental plans offered.
2. An HR case is created and assigned to an HR agent.
3. The HR agent can answer the inquiry by phone, email, chat, or through the
Comments section of the HR case.
4. If the answer satisfies the inquiry, the HR case can be closed.
Create an HR case
Create HR cases for employees or other individuals that require an HR service.
Note that employees can also use the HR Service Portal to create HR cases for
themselves.
Before you begin

About this task

For information about configuring case creation, see Configure how HR cases
are created.
Procedure
1. Navigate to HR Case Management > Create New Case. Or, from any case list,
click New.
2. Determine the person for whom you are filing the case.

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Status of the person related to the case Action
Select Skip verification to create the

case without having to enter an em
ployee name or case number.
Selecting this option takes you direct
ly to the Case Details section and the
Employee information section is not
Anonymous employee or external individual
displayed.
Note: The Skip verification op

tion is displayed only if Allow
skipping verification was select
ed during the configuration of
HR case creation.
Validate the employee by using the
Search Employee field to search for
the employee.
You can search by employee name,
case number, or any indexed field on
An employee the HR Profile of the sys_user table.
Additional information about the em
ployee appears in the Employee In
formation section to help verify that
you are creating an HR case for the
correct person.
3. Fill out the information in the Case Details section.
Case Details fields
Field Description
COE The Center of Excellence associated with the HR

case you are creating. Selecting a COE filters
the choices for HR service. See HR Centers of
Excellence data model.
Note: If an HR service is selected first, he

associated COE automatically populates.
HR service The HR service based on the COE selected or
what you select based on communication with

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Field Description
the employee request. The HR services that are

available to an employee are filtered by:
• The COE selected
• HR criteria for the Subject person based on the
The limit services filter on the Case Creation
Configuration form. If the HR service field is
empty, ensure that you did not remove the
Opened for field.
Document Template The category for the document template.
Type
Note: This option appears only
when the Document Templates
[com.snc.document_templates] plugin is
activated, and the Document Template Type
field is selected while configuring the HR
service.
Document Template The document template associated to the case to
generate document template tasks.

[com.snc.document_templates] plugin
is activated, and Document Template
was selected when the HR service was
configured.
Work notes Information specific to the case that can help
other HR agents. Text in the Work Notes field is not
visible to the user named in the Subject person
field.
The sn_hr_core.restrict_guest_email system
property allows a user to send an email from a
personal email account referencing an HR case.
If this property is set to false (the default), the text
from the email appears in the Work notes field.

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Field Description
Note: You can translate the text in your

preferred language using the Translate
option. For configuring the dynamic
translation framework, see Dynamic
translation.
4. Select the person responsible for the service request in the Opened for field.
• If the case is being created by the person making the request, the values for
Subject person and Opened for are the same.
• If the case is being created for a different user, for example, a manager
filing a case for an employee, use the choice list to select a different user.
5. Select the subject of the case in the Subject person field by selecting the
Lookup using list icon ( ) and searching for and selecting another employee.
6. Click Create Case.
7. Optional: Continue working on the case.
For more information, see Work an HR case
Results
The HR case form appears with additional information about the case. The
values selected for the COE and HR service fields determine the fields that
appear.
Open an HR case to create a Journey Accelerator action plan

Journey Accelerator action plans can be created by opening an HR case with
a related lifecycle event.
Before you begin

About this task

When the Create Journey Accelerator Action Plan template is configured to
automatically create Journey Accelerator action plans, a task is created and
assigned to a manager for review.
When the template is not configured to automatically create Journey
Accelerator action plans, a to-do task is created. The task is assigned to the
manager (Opened for) to create a plan. The to-do contains the following
information pre-filled in the plan:

810
• Who is this plan for (mapped from the subject person)
• Plan type (mapped from the activity)
• Publish date (mapped from the activity)
Procedure
1. Navigate to HR Case Management > Create New Case.
2. Enter the name of the new employee in the Search for Employee field.
3. Fill in the Case Details:
• COE: HR Lifecycle Events Case
• HR service: New Hire Onborading
• Opened for: managers name
• Subject person: new hire name
5. Review all the fields and make any updates that are needed and click Ready
for Work.
A to-do task is created in the managers to-do list in the Employee Center.
Managers review and publish plans from the Employee Center.
Related information
Use action plans created from the Journey Accelerator app
Request a background check through a third-party background check provider

Request a background check for an employee through a third-party
background check provider such as First Advantage, Accurate, or Sterling.
Before you begin

An HR integrations administrator must have set up the integration between HR
Service Delivery and the third-party background check system before requests
can be made. See HR Integrations for more information.
Procedure
2. In the Search for Employee field, select the employee you are creating the
case for.

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3. In the Case Details section, in the HR service field, select one of the following
services to request a background check through the third-party background
check provider.
• Request Background Check by First Advantage
• Request Background Check by Accurate
• Request Background Check by Sterling
• <Name of HR service for a custom background check system integration>
4. Fill in the other fields on the form, as appropriate.

For further details on the form fields, see Create an HR case.
6. In the Background check package field, select the background check
package you want to use for the case.
7. Click Ready for Work to send the background check request to the
appropriate third-party background check provider.
Results
As the background check application progresses, the status is updated in the
Background check application status field.
What to do next
To view the background check details, navigate to the Background Check
Details related list.

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Request an electronic signature through the DocuSign service
Request an electronic signature through the DocuSign service. When the case
state changes to Ready, the flow triggers and creates DocuSign tasks for all
of the signers. For parallel signing, the tasks are assigned all at once. For serial
signing, the tasks are created in the order defined.
Before you begin

Service Delivery and the DocuSign system before requests can be made. See
Integrating with the DocuSign service for more information.
Procedure
case for.
3. In the Case Details section, in the HR service field, select an HR service.
• Request Signature using DocuSign on Adhoc Document
• Request Signature using DocuSign Template
• <Name of custom HR service>

What to do next
When the case state changes to Ready, the flow triggers and creates DocuSign
tasks for all of the signers. For parallel signing, the tasks are assigned all at once.
For serial signing, the tasks are assigned in the order defined.

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Note:
• The tasks are created using the HR task template named DocuSign Task
Template.
• Users with the sn_hr_core.admin role can track the flow execution with
the Show Flow related link.
◦ If a case is cancelled from platform, you must manually cancel the
associated flow. Otherwise, the flow will remain in waiting. To cancel
the flow, click the Show Flow related link to open the flow designer in a
new window, and then click Cancel Flow.
• Signers must complete their DocuSign tasks through a self-service portal
such as the Employee Center. Signing in platform is not supported.
Case and task status change
Action Result
Document signed by all • Case and tasks closed completed

• Signed document(s) attached to case and tasks
Document declined • Case and declined task closed incomplete
• Pending tasks canceled
• No attachments to case
Document voided or • Case closed incomplete and tasks canceled
flow errored
Request an electronic signature through the Adobe Sign service

Request an electronic signature through the Adobe Sign service. When the case
state changes to Ready, the flow triggers and creates Adobe Sign tasks for all
of the signers. For parallel signing, the tasks are assigned all at once. For serial
signing, the tasks are created in the order defined.
Before you begin

Service Delivery and the Adobe Sign system before requests can be made.

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Procedure
2. In the Search for Employee field, select the employee for whom you are
creating the case.
3. In the Case Details section, in the HR service field, select an HR service.
• <Name of custom HR service>
• Signature using Adobe Sign

What to do next
When the case state changes to Ready, the flow triggers and creates Adobe
Sign tasks for all of the signers. For parallel signing, the tasks are assigned all at
once. For serial signing, the tasks are created in the order defined.
Signers must complete their Adobe Sign tasks through a self-service portal such
as the Employee Center. The Adobe Sign task is displayed as a URL in the to-dos
page in the Employee Center.
On clicking the URL, the signer is directed to the Adobe Sign system to sign the
document. After completing the task, the signer is redirected to the to-dos
page in the Employee Center. The status of the Adobe Sign task is not updated
immediately because the callback is asynchronous.

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Note:
• The Adobe Sign tasks are created using the HR task template named the
Adobe Sign task template.
• Auto-close integration type tasks are created using the HR task template.
• Users with the sn_hr_core.admin role can track the flow execution with
the Show Flow related link.
◦ If a case is canceled from platform, you must manually cancel the
associated flow. Otherwise, the flow remains in waiting. To cancel the
flow, click the Show Flow related link to open the flow designer in a
new window, and then click Cancel Flow.
Case and task status change
Action Result
Document signed by all • Case and tasks closed completed

• Signed document(s) attached to case and tasks
Document declined • Case and declined task closed incomplete
• Pending tasks canceled
Document voided or • Case closed incomplete and tasks canceled
flow errored
Work an HR case
After initial creation of an HR case, the next steps are to change the state,
provide additional information, and ensure that any outstanding tasks are
completed.
Before you begin

HR case creation and completion require different information depending on
the Center of Excellence (COE) and HR service selected. The HR service an
employee is requesting determines the type of HR case.
1. After employee verification, click Create Case. The following fields appear:

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Field Description
Number An HR case number is assigned and is a unique

identifier, cannot be changed, and has an HRC
prefix.
Parent Populates the parent case when the displayed
case is a child.
For example, a Request onboarding case has
multiple child cases and tasks under it.
Skills The required skills of the person assigned to this
category of HR case. Skills can auto-populate
based on the HR case template associated with the
HR service.
State The state of the case. The state can auto-populate
based on the HR case or task template associated
with the HR service.
• Draft: The default state for a case when it is first
opened.
Note: Can only be changed to Ready,

Closed Complete, Closed Incomplete,
Cancelled, or Suspended.
• Ready: The case is ready to be worked on.
• Awaiting Approval: Requires approval before it
can move to the next state.

• Work in Progress: The case is assigned and being
worked on.
• Closed Complete
• Cancelled
• Awaiting Acceptance: The Opened for person
must accept the HR case before it can proceed.
For example, a Request for Onboarding case was
opened for a hiring manager. The hiring manager

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Field Description
must accept the case before it can move to the

next state.
• Suspended: Use to temporarily prevent violation
of a service level agreement (SLA). Refer to
Suspend and resume an HR case.
Note: The State cannot be edited in List

view.
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.
Configured in HR Properties (sys_property).
Source From where the case originated. Sources are:
• Not selected
• Self Service
• Phone
• Chat / Connect / Live Feed
• In Person
• Email
• Other
• Virtual Agent
Note: Cases created through email or self-

service are automatically moved to Ready
state and assigned to a group or user.
Opened by The user who created the case.
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.
To change the Assignment group, the Assigned to
agent must be a member of the new group and
the State must be Ready.

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Field Description
Note: To automatically assign a group to an

HR case, see Assignment and matching rules in
HR and Configure an HR case template.
Assigned to The user assigned to work on this case. When a
group is automatically assigned, a user from the
group is automatically assigned when the case
is created. If the user is not auto-assigned, click
the Lookup using list icon to select a user who is a
member of the selected assignment group.
To change the Assigned to HR agent, the agent
must be a member of the Assignment group and
If Assigned to is left blank, some features are not
available from the Employee Center ticket page.
For example, the Ask a Question link to chat
directly about an HR case cannot assign an agent.
Comments or work notes do not appear on a case
until an agent is assigned.
Collaborators Add collaborators or other HR agents to the case.
Only HR agents can be added as collaborators.
For example, an HR agent can add them self as a
collaborator after transferring a case to a different
agent or group. This action permits the original
agent to still track the case. Or, an HR agent can
add another HR agent as a collaborator to request
help. Adding a collaborator populates the case on
the collaborations list.
Other factors related to adding collaborators:
• Collaborators can remove themselves from the

case. To remove yourself, highlight your name in
the Collaborators list and click the X.
• Collaborators are not required to be part of the
assignment group.
• Assigned to person can add or remove
collaborators.

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Field Description
• Collaborators cannot add or remove

collaborators.
• Notifications are sent to collaborators when
added to the HR case.
Adding collaborators can alleviate the amount

of emails requesting help on an HR case by
consolidating communication.
Collaborators and the COE for the HR case can
conflict. The basic rules are:
• For all HR cases, collaborators override any
security on a COE. For more information, see
Create COE security.
• Employee Relations (ER) cases can override
collaborators when restrictions apply. For more
information, see Configure an employee relations
case restriction.
Note: Agents must have the ER case writer

[sn_hr_er.case_writer] role in order to be a
collaborator.
Case support team Employees assigned to answer questions about
onboarding a new hire. Only appears for Lifecycle
Events cases.
You can add users or define a group that can
support the Subject person for a Lifecycle Event
case. The Subject person can communicate with
the case support team while the case progresses.
Watch list The list of users who receive notifications regarding
this case.
Anyone in the company can be added to the
Watch list. For example, an employee requests a
travel visa. Add the manager of the employee to
ensure that updates are communicated.
Click the Edit Watch List icon to add users. Click the
Add me icon to include yourself.

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Field Description
Min ETTR Indicates the minimum estimated resolution time in

days for case completion. Estimate is based on the
historical data taken for resolving similar HR cases.
Note: Available after activating Predictive

Intelligence ETTR capability
Max ETTR Indicates the maximum estimated resolution time
in days for case completion. Estimate is based on
the historical data time taken for resolving similar HR
cases.
Note: Available after activating Predictive

Intelligence ETTR capability
Short description Populates from the HR service. After the case is
created, you can modify the description.
Description You can add a longer, detailed description after
the HR case is created. Use the Rich Text Format
(RTF) tools to format your text.
Rich text formatting also appears for a case or task
description on the Employee Center.
The following embedded lists appear:

Special Handling Notes List
Shows notes of messages specific to an HR case or conditions. For
more information, see Add special handling notes for an HR Service
Delivery case.
Knowledge results
Shows knowledge results based on the short description of the
HR case. There are two tabs. One showing articles that you have
access to, and one showing articles that the Opened for employee
can access. Click Attach to make the article visible to the person
that the HR case was opened for in the Additional comments
section. See Attach knowledge articles to an HR case for more
information.
Tasks
Appears when there are tasks associated with the case. Click a task
to view or update it.

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Note: When you close the parent case, all child tasks are
assigned the Closed Incomplete state.
Fulfillment Instructions
View information on how to complete the case. This information is
defined in the HR Service configuration.
A checklist outlining the exact steps to complete appears when

configured by the HR service. See Configure an HR service.
Comments and Work Notes

You can add comments or work notes to the case to provide
details about the case. Work notes are not visible to the Subject
person.
Note: Translate the text in your preferred language using

the Translate option. For configuring the dynamic translation
framework, see Dynamic translation.
If your company uses templated snippets and depending on the

conditions defined, the Responses button appears in the form
header:
1. Click the Responses button.
2. Select a response template.
3. Click Copy to clipboard.
Note: This button copies all text in the message field. To

copy partial text, highlight the text, and use the copy
command. You can also edit the text after pasting it.
4. You can paste the text into the Work Notes, Comments, or any
text field.
Parental Leave Details

Appears for Parental Leave of Absence Request cases. Provides
details about the leave request.

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Field Description
Leave subtype Identifies the role of the Subject person for

parental leave of absence or the type of
parental leave. Select:
• Birthing parent
• Partner of birthing parent
• Adoption
• Surrogacy
• Foster placement
Leave status Indicates the status of the parental leave.
Select:
• Requested
• Approved
• On Leave
• Rejected
• Completed
• Cancelled
Child arrival date The date the child is expected to arrive.
Note: Use this field for Adoption or

Foster placement.
First day of leave The date the employee is requesting to start
parental leave.
Estimated last day of The estimated date the employee is
leave expected to end parental leave.
Due date The birth date of the child.
Note: Use this field when Birthing

parent, Partner of birthing parent,
or Surrogacy is selected from Leave
subtype.
The following sections appear dependent on the type of task or case:

823
Reimbursement
Appears when a Tuition Reimbursement Request case is selected.
Complete the fields related to the school or program name,
justification, refund amount, and course dates.
Activities
Shows a list of all changes or updates to the HR case with the most
current at the top.
Related Links
The following appear dependent 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: The SLA in timeline format that shows elapsed
time.
• Show Workflow: The workflow that is associated with the case.
• Escalate Case: Click to escalate the case and provide a reason.
• Activity Set Execution: Populates 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.
• Assign to Me: Appears when Assignment group is empty or if you
belong to the Assignment group. Click to assign the HR case to
you. A button also appears in the header form.
The related lists appear dependent on type of case or task:

Emergency Contacts
List of emergency contacts for the Subject person
Cases for Subject Person
List of cases associated with the Subject person.
Cases Opened for User
List of cases associated with the Opened for person.
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.
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Note: To reject an approval, users should have the HR case
writer [sn_hr_core_case.writer] role.
Requested Item
List items like laptops, software, or furniture requested for the Subject
person.
Requested Items
List of items requested for the case. Requested items are created
from tasks, but do not appear under HR Tasks.
Similar Cases
List of related cases by type of request.
KB Articles Read by User
List of Knowledge Base articles read by the Subject person.
Direct Deposit for Subject Person
List of direct deposit information for the
Health Benefits for Subject Person
List of health benefits the subject person is enrolled. This tab only
appears for health benefit cases.
Retirement Benefits for Subject Person
List of retirement benefits the subject person is enrolled. This tab only
appears for retirement benefit cases.
HR Cases
All HR cases for the Subject person.
Child Cases
Lists child cases associated with this case. Click New to create a
child case under the case you are working on.
Note: When you close the parent case, all child cases are
cancelled.
Beneficiaries
Only appears for Total Rewards cases with an HR service type of
Beneficiaries Add/Modify or Inquiry.
List of beneficiaries for Opened for and Subject person.

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View HR case information
There are multiple ways to find a specific HR case.
Procedure
1. 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: Open cases that do not have agent assignments.
• 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.
2. Select the case to view.
3. Buttons appear at the
top.

826
• Follow: Track activity on the case or follow a record in Connect Chat to
track activity as it happens. For more information, see Follow a record in
Connect.
• Update: Save and update the record. Takes you back to the list form.
• Associate Interaction: Select to associate an interaction to the case.
Interactions are requests for assistance through a given channel,
for example, a call or a chat. For more information, see Interaction
Management.
• Ready for Work: Select to change the state of the case to Ready and assign
an agent.
• 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 Email: Appears after signing and saving the signature for a document.
Click to send the saved document to the contact email provided by the
end user.
• Suspend: Suspends an HR case that does not have a state of 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.
HR document generation
There are multiple ways to generate documents in HR Service Delivery.
• Automatically
• Multiple signatures are collected.
• Preview, Sign, or Save
Automatically
Document is generated and made available for the subject person to sign.
Following are some examples:

827
• A document such as Tuition Reimbursement Request must be sent to the
employee for signature. The Request Tuition Reimbursement service has a work
flow that triggers a task for the subject person (employee) of the case.
An administrator enables the Automatically Create Draft Document case
option on the HR service and sets up the HR service. When a case is created
with that HR service and its state is changed to Work in Progress or Ready,
a task gets automatically generated for the employee with the document
available for signing.
• A document such as Employee Verification Letter must be sent to the
employee that does not require any signature.
An administrator selects the template on the HR service. An HR case is created
with that HR service. The HR agent previews the document using the Preview
Document option, generates the document, and sends an email to the
employee using the Send email option on the case.
Multiple signatures are collected

Documents like offer letters can require multiple signatures. When all signatures
are collected, the document is automatically generated.
Note: For more information on setting this feature up, please see
Advanced form configuration and Advanced Forms Management in HR
Service Delivery.

828
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 email 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. 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 and tasks

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.

829
1. An employee submits a direct deposit request through the HR Service Portal.
An HR case is created with the request.
2. 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 Configure an HR service on adding a checklist automatically to an HR

case.
Adding an HR task to an HR case

You can add, view, or work on HR tasks assigned to HR cases.
Before you begin

About this task

You can view HR tasks from the parent HR case or by going to HR Case
Management > HR Tasks.
Procedure
1. Open an HR case.
2. Scroll to Related Links and click Add Task.
• HR Task: Select to add an HR task.
• Facilities Request: Select to create a facilities request such as desk or office
space.
3. To create an HR Task, complete:
HR task fields
Field Description
Number The auto-assigned task ID.
Note: You cannot change this value.

Parent The case number you are creating the task for.
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Field Description
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.
Set reminder Check to send an email notification based on the Due
date calculation entries.
Note: Reminders can also be set up on the HR Task

Template to automatically populate.
Reminder Select the email template used for reminder notifications.
template Email templates are set up from HR Administration >
Email Content.
Refer to Add or modify email content for notifications.
When to send Enter the number of days before the task due date to
(days) send the reminder email.
Interval (days) Enter the number of days the reminder email should be
sent on an interval.
For example, entering a 5 indicates that the reminder
notification is sent every 5 days until the due date is
reached.
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.

831
Field Description
HR Service An HR service fulfills the HR task. In the

Note: Bulk Parent Case does

not appear as a selection
because it is only used when
creating a parent case for child
bulk cases. Refer to Create a
bulk case request.
Submit Catalog A catalog item fulfills the HR task.
Item In the Catalog Item field, select a
catalog item.
Submit Order An order guide fulfills the HR task. In
Guide the Order Guide field, select an order
guide.
Collect Employee Collects information from employees.
Input In the Employee form field, select the
employee form that the user fills out
or verifies.

more information.
Checklist In the Checklist Items field, provide
the checklist items.
E-signature User electronically signs a document.
use.

832
Field Description
Note:
application that enables you
to sign managed documents,
knowledge articles, or HR
document templates. You
can type or draw your
signature, credentials, or
acknowledgment. See
HR e-signature for more
information.
• If HR document template
has a document type of e-
signature template, select
the HR document template
that the signatory signs on the
HR case form. See Select an
HR document template for
an e-signature task for more
information.
Credential Indicates that you want the user to
acknowledge reading a document
by logging in with their login
credentials. The Acknowledgment
text and Acknowledgement
document fields appear. Using these
fields shows a check box and text
above the login credentials. In the
Acknowledgement document field,
select a document that the user is
asked to read.

information.

833
Field Description
E-Signature Indicates that you want the

user to provide an e-signature
to acknowledge or validate a
document. The Acknowledgment
text and Acknowledgement
above the e-signature.

information.
Mark When Notify the user a Completed button
Complete appears on the HR Service Portal.
Use the Short description to provide

Closed Complete.
Sign Document Requests the user to sign a
document. An example is sending
an education agreement to be
signed for tuition reimbursement. The
Acknowledgment text field appears.
Using this field shows a check box
and text above the signature.

information.

834
Field 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.
Take Survey In the Survey field, select a survey
Upload Requests the person assigned to the
Documents task to upload documents. Examples

URL The URL field appears. Enter a URL link
that the user acknowledges when
accessed.
View Video The URL field appears. Requests the
person assigned to the task to view a
video.
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
• Closed Complete

835
Field Description
• Cancelled
• Skipped
• 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.
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.
Task support The point of contact within your company for questions.
team The following are options related to Connect. For more
information, see Connect.
Note: To use, activate the Connect Service Portal

Widgets (com.glide.connect.sp_widgets) plugin.
Users and groups Select when you want specific users
or groups assigned to the HR case
or task to be the primary support
for this HR task. You can select from
fields on the HR case or task such
as the Opened by, Opened for,

836
Field Description
and others or you can select from

different groups. You can further filter
by selecting specific skills.
Connect Selecting Connect indicates your
company is using ServiceNow
Connect messaging. After you select
Queue, the Queue field appears
below it. Select a chat queue you
want to support the task you are
creating. You can further filter by
selecting specific skills.
In previous releases, this field was
labelled Queue.
Note: The Connect support

(com.glide.connect.support)
plugin was deprecated. For
more information, see Activate
Connect Support.
Agent Workspace Supports Agent Workspace for chat.
Selecting Agent Workspace indicates
your company uses Virtual Agent
conversations for chat. After you
select Agent Workspace, the AWA
Queue field appears below it. Select
the Advanced Work Assignment chat
queue you want to support the task
you are creating. You can further
filter by selecting specific skills
Parent case users Appears when Users and groups are selected from Task
support team.
Select fields like Opened by, Opened for, and others
from the parent HR case that you want to support this HR
task.
Groups Appears when Users and groups are selected from Task
support team.
Select a group associated to the HR case or task to be
the support for this HR task.

837
Field Description
Queue Appears when Queue is selected from Task support

team.
Select the chat queue you want this HR task to be routed
to for questions or help.
Note: What you select here must match the value

in the HR Queue field on the Chat Setup form under
Collaboration. If these values don't match, an error
occurs.
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.
Description A longer, detailed description of the case. Use the Rich
Text Format (RTF) tools to format your text.
description on the Employee Service Center or service
portal.
Additional Enter comments, updates, or information about the task
comments that is visible to the Subject person on the case.
(Customer visible)
Note: Translate the text in your preferred language
using the Translate option. For configuring the
dynamic translation framework, see Dynamic
translation.
Work notes Enter notes about the case to correspond with other HR
agents. These notes are not visible to the Subject person.
Note: Translate the text in your preferred language

using the Translate option. For configuring the
dynamic translation framework, see Dynamic
translation.

838
4. 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.
Option Description
Assign to me Click
Enter information in the Work notes

field and other fields as needed, and
change the State to Closed Com
Close a task
plete.
Note: All HR tasks must be

closed before the parent HR
case can be closed.
Click the Clone Task related link. Enter
Clone task the new task information in the task
form and click Update.
Cancel the task Click Cancel Task in the form header.
The Sibling Tasks tab shows all tasks

Review the progress of sibling tasks under the same case. Click a task
number to see the details.
Lists HR document acknowledgement
types returned from an employee.
You can filter by type:
HR Document Acknowledgement
• User
• Document revision
• Signature
• Updated
When all tasks are closed for an HR case, an email notification is sent to the HR
agent who is assigned to the case.

839
Note: When you close the parent case, all child tasks are assigned the
Closed Incomplete state.
6. To add a document attachment, click the attachment icon at the top of

the form. Attachments to tasks are available on the parent case.
7. Click Update.
Create Office Space Request Task

As part of the onboarding process, you can find and reserve an office space for
a new hire.
Procedure
1. Select an HR Case.
2. Select Add Task under the Related Links section.
3. Select HR Task from the Task Type window.
4. 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
Adding an HR task to an HR case.
Select the building location the new hire is as

Location
signed to.
Select the HR task template that cor

responds to this type of task.
Template
The Select Office/Desk Space tem
plate is provided as a model.
Select a date the HR task is to be
Due date
completed.
Submit Catalog Item appears from
HR Task Type
the HR task template.
Select Office Space appears from the
Catalog Item
HR task template.
Appears from the HR task template,
Short Description
but you can overwrite this entry.
but you can override it. If blank, se
Assignment group
lect a group to be assigned to this
task.

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Select the building location the new hire is as
Location
signed to.

but you can override it. If blank, se
Assigned to
lect an HR agent to be assigned to
this task.
5. Select Submit or Ready for Work.
View HR task information

There are multiple ways to find a specific HR task.
Procedure
1. 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.
2. Select the task to view.
Finding 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 HR Service Delivery provides multiple ways to search for an HR case. You
can search by:
• All cases assigned to you
• All open cases
• All open cases that are unassigned
• All closed cases
• All cases
• Cases by SLA information
You can also search for cases by type:

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• Employee relation cases
• HRIT cases
• Payroll cases
• Total Rewards cases
• Workforce Administration cases
Resubmit an HR case for approval

HR cases that are rejected can be resubmitted for approval. Resubmitting a
rejected case alleviates having to recreate a new case.
Before you begin

About this task

After a new case is submitted, an email notification is sent to all approvers.
Approvals for HR cases are assigned to individual users or to members of a
specified group. Approvers can reject or approve from the HR Service Portal or
HR Ticket Page.
When a service activity for an HR service has Allow resubmit of approvals for
On rejection, the Assigned to person can resubmit an approval request after
rejection. See Configure an approval.
You can view a list of approvers at the bottom of the HR case form under the
Approvers tab.
HR cases
Approvals for HR cases use workflows. To resubmit a rejected HR
case:

842
1. Open the HR case that has a rejected approval. A message
appears at the top of the form.
2. Select the here link. The Enter the reason for resubmitting approval
requests pop-up appears. You can enter work notes (not visible
to employee) or comments (visible to employee). Work notes or
comments are required.
3. Select OK.
Lifecycle Events cases

Approvals for HR activities under a lifecycle event are configured
differently than an HR case. There are more options for approvals.
See For an 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.

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Transfer an HR case
You can create and use methods to reclassify or transfer an opened HR case
from one HR service to another. Oftentimes an HR case opens as a General
Benefits Inquiry. After investigating, you can transfer it to a specific HR service
that is applicable.
You can configure different transfer case scenarios. The base system provides:
• Reclassify:
◦ The HR case number does not change after transferring an HR case from
one HR service to another.
◦ Links redirect to the new case.
◦ Notification emails are not sent for reclassification cases.
• Standard:
◦ The HR case number changes when transferring an HR case from one
HR service to another. Both HR case numbers appear on the HR case for
reference.
◦ Links do not redirect from original case to new case.
◦ The subject person receives a notification email with the closed case and
transferred case information.
• Common to both Reclassify and Standard:
◦ Fields from the current case are copied and moved to the new case.
Note: The sn_hr_core.transfer_case.ignored_fields sys property can be

set with fields that are not copied in an HR case transfer.
◦ Work notes copy from original case to new case.
◦ Attachments are copied and moved from the current case to the new
case.
◦ Previous interaction records from the current case are copied and moved
to the new case.
• Sys property:
◦ The sn_hr_core.reclassify_default_transfer sys property determines the
default method to use after upgrade. For more information, see HR
properties.
Configure HR transfer case

The base system provides examples of HR transfer case configuration types. You
can also create your own.

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Before you begin
About this task

If you are creating a transfer case configuration, you must also create a script
include to implement the sn_hr_core HR case transfer extension point.
Refer to the existing script includes as examples:
• hr_TransferCase
• ReclassifyCaseTransfer
• StandardCaseTransfer
The hr_TransferCase script include provides a list of fields ignored in the transfer
and acts as a utility for the other two script includes.
Note: Refer to Script includes.
Procedure
1. Navigate to HR Administration > Transfer Case Configuration.
2. Select New.
3. Fill in the form.
HR Transfer Case Configuration
Field Description
Name The name of the HR case transfer

type.
The defaults are:
• Reclassify
• Standard
Display text The HR case transfer type that
appears on the Transfer Case menu
from the HR case form. The defaults
are:
• Transfer with existing case number
• Transfer to a new case number
HR criteria Defines what HR agents can view
and use this transfer type when

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Field Description
performing an HR case transfer from

the HR case form.
See HR criteria.

Global.
Is default Indicates that the transfer type is
the default and appears first in the
Transfer Case menu from the HR case
form.
Note: To mark a transfer type

as the default, click the Set as
Default button at the bottom.
Active Indicates if the HR case transfer
type is active and available for use.
Inactive indicates that the transfer
type does not appear in the Transfer
Case menu from the HR case form.
Move an HR case from one HR service to another

You can reclassify an HR case that you originally create under one HR service
but want to move it under a different HR service.
Before you begin

About this task

You can also retain the details of the original case. For example, you can take a
General Inquiry case and reclassify it as a Medical Benefits Inquiry case.
Procedure
1. Open an existing HR case.
2. From the Form Context Menu, select Transfer Case.
3. From Transfer type:

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• Transfer with existing case number: The HR case number does not change,
links redirect with new case, and work notes transfer to new case.
• Transfer to a new case number: The HR case number changes, links do not
redirect, and work notes do not transfer. Both HR case numbers appear on
the HR case for reference.
4. From New HR Service, select the HR service you want to assign to your original
case.
5. Select OK.
The current case and its child tasks close. When you transfer an HR case from
one HR service to another, some field values do not transfer to the new case.
The Opened for person receives a notification email with the closed case and
transferred case information. Replies to the email appear in the Comments
section of the HR case. If the subject person replies to the email associated
with the closed case, the reply appears in the comments for both the closed
and transferred cases.
Note: If the sn_hr_core.restrict_guest_email system property is False

(default), text from an email appears in the Work notes field when the
employee is responding from a personal email account.
See Email setup.
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.
Before you begin

About this task

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 based on escalation rules. See Add or

modify escalation rules.

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Procedure
1. Open an HR case to be escalated.
2. Under Related Links, click Escalate case.
3. Enter a reason for the escalation in the dialog window that opens.
4. Click OK.
The case is reassigned to an agent in the escalated group.
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.
Before you begin

About this task

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.
Procedure
1. Open the HR case to suspend.
Begin work on the case before suspending it.
2. From the State field, click and select Suspended.
The Suspend Reason pop-up window opens.
3. 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.
Example
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.

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4. In the Work Note field, enter information about why the case is suspended.
Note: Translate the text in your preferred language using the Translate
option. For configuring the dynamic translation framework, see Dynamic
translation.
5. 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.
6. To resume a suspended HR case, open the case and click Resume.
The SLA progress is resumed.
Add special handling notes for an HR Service Delivery case

Create special handling notes that appear for a specific HR case or set of
conditions.
Before you begin

Procedure
1. Navigate to Special Handling Notes > Special Handling Notes.
2. Select New or an existing record.
3. Fill in the fields.
Special Handling Notes
Field Description
Short description Enter a short description that

describes the special handling note.
Message Enter a message that appears in
the special handling notes. Rich text
formatting is available.
Type Select the type of special handling
note:
• Standard: Select to display a
special handling note for a specific
table and related record. For
example, if you select HR case, you
can select from list of HR cases.

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Field Description
A special handling note appears

for a specific HR case already
created.
• Conditional: Select to use filter
conditions. Use filter conditions to
specify when a special handling
note appears.
Display as a pop-up alert Leave this field blank.
Note: Currently, a pop-up

window is only for HR Service
Priority Assign a priority to the special
handling note. The choices are:
• 1 - Critical (red)
• 2 - High (orange)
• 3 - Moderate (light green)
• 4 - Low (light blue)
The priority and color appear in the
special handling note.
Status The status of the special handling
note.
• Active: The special handling note is
active.
◦ Active notes appear in the pop-
up window.
◦ Active notes remain until
dismissed or set to Inactive or
Expired.
• Inactive: The special handling
note is no longer active and does
not appear in a pop-up window.
Inactive special handling notes
still appear when you navigate to
Special Handling Notes > Special
Handling Notes.

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Field Description
• Expired: The special handling note

is no longer active. The expiration
date has passed or manually
expired.
Effective immediately Check to activate the special
handling note immediately.
If you leave this field unchecked,
you can specify a date and time the
special handling note appears.
Effective on Appears when you leave the
Effective immediately field
unchecked.
Select a date and time when the
special handling note appears.
Expires on If you want to automatically
inactivate a special handling note,
select a date and time.
Table name Appears when you select Conditional
from the Type field.
Select the HR table the special
handling note appears for when a
specific HR case appears or when
you satisfy filter conditions.
Note: Special handling notes

do not support child tables.
For example, if you select the
HR case [sn_hr_core_case],
the special handling note only
appears for cases specific to
the table. To create a special
handling note for child tables,
you must create a special
handling note for each table.
Related record Appears when you select Standard
Select and a pop-up menu appears.

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Field Description
Select the table name and a

corresponding case from the
Document field. For example, select
HR case from the Table name field
and the HR case you want the
special handling note to appear.
Conditions Appears when you select Conditional
Select conditions when met, show
the special handling note. For
example, select:
• HR profile
• is
• Aileen Mottern
This condition shows the special
handling note for a General Inquiry
case for Aileen Mottern.

Global.
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.
• Navigate to Skills > Groups.
• Add members or a group to 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.
• Navigate to HR Administration > Properties.

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• Enter a case priority number in the Default case priority for VIP requestor field.
• For VIP employees, check the VIP box on their User [sys_user] record.
Note: The VIP check box does not show by default. Customize the User
record 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.
Creating bulk cases

You can create the same type of HR case, for multiple employees, without
having to create the same case multiple times. Segments for a bulk case help
you define specific values for groups of employees.
Bulk case creation can save you time and effort. For example, onboarding 20
new hires, a payroll run issue, or an annual recertification process, are cases that
can be created as a bulk case.
Bulk HR cases can be created for all active users. For users without an HR profile,
like new hires, an HR profile is automatically created.
You can create one bulk case that creates individual HR cases for each
employee in a group. Examples include:
• Sending an annual recertification task to a group of employees every year.
• Onboarding multiple new hires.
• Managing a payroll issue that affects multiple employees.
Bulk case process

Perform the following steps to create a number of similar cases using
bulk case request:

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• Create and save a bulk case request.
◦ A bulk case request starts the process and contains basic
information about the types of cases you are creating.
Note: You must create and associate at least one user

segment group to a bulk case request.
• Create one or multiple user segment groups.
◦ User segment groups allow you to specify values for a group of
users. You can create multiple segments for a bulk case request
that defines different values for different groups of users.
◦ User segment groups allow admins to ensure their bulk case
creation is correct before executing.
◦ After creating a user segment group, you can see the number
and the users the bulk case request has targeted. You can also
remove specific users.
• If your user segment groups look accurate, you can create cases.
Number of cases and performance

HR bulk case creation is designed to create up to 10,000 basic HR
cases, or 1,000 cases using workflows such as Lifecycle Event cases.
Note: Performance declines when attempting to create more

bulk cases than the system is designed to handle.
Bulk cases from previous releases

You must complete or close all existing bulk case requests from
previous release versions. Incomplete bulk case requests in previous
release versions cannot be completed in Rome.
When opening completed bulk case requests from a previous

release version, some fields are not editable and segments do not
appear.
Bulk cases queued and asynchronously updated

The request to process bulk cases are queued and asynchronously
updated in the background.
Note: In previous releases, the Bulk case creation scheduled

job processed bulk case requests. This scheduled job is now
deprecated.

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HR admin (sn_hr_core.admin) and bulk case creation
Previously, the HR case writer (sn_hr_core.case_writer) role was
required. Because bulk case creation involves a large number of
cases, it was decided to change the required role to HR admin
(sn_hr_core.admin).
If you want employees with the HR case writer

(sn_hr_core.case_writer) role to create bulk cases, you can update
the Access Control List (ACL) for the following table:
• Bulk Case Request (sn_hr_core_bulk_case_request)
To allow user segment groups under the request, update the ACLs
for:
• Bulk Case User Segment (sn_hr_core_bulk_case_user_segment)
• Bulk Case User Segment Group
(sn_hr_core_bulk_case_user_segment_group)
For more information on ACLs, see Access control list rules.
Create a bulk case request

Use bulk case request to create the same type of HR case, for multiple
employees, without having to create the same case multiple times.
Before you begin

Note: Previously, the HR case writer (sn_hr_core.case_writer) role was
required. Because bulk case creation involves a large number of cases, it
was decided to change the required role to HR admin (sn_hr_core.admin).
Procedure
1. Navigate to HR Case Management > Bulk Case Requests.
2. Select New. On the form, fill in the fields.
Field Description
Name The name that describes the bulk

case request.
HR service The HR service associated with the
bulk case request.
Status The status of the bulk case request.

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Field Description
The default is Draft and changes to

Ready after you create and save the
User segment groups tab.
The status changes to In progress af
ter you select the Create cases but
ton.
Create parent case Indicates you want to create a par
ent case that is associated with the
bulk cases.
Check the Create parent case
choice to create a parent case.
Opened by The name of the user creating the
bulk case request.
Selected user count Shows the number of users selected
for the bulk case request.
Note: This field is empty until you

create and save a user group
segment.
Requested time Shows the date and time your bulk
case request was submitted to cre
ate cases.
Note: This field is empty until you

create a user group segment
and select Create cases.
3. Select Save. The User segment groups and Cases created tabs appear.
4. Select New in the User segment groups tab. For more information, see Create
a user segment group.
Create a user segment group

User segment groups allow you to specify values for a group of users, or with
multiple segments specify different values for different groups of users. Segments
allows you to ensure that your bulk case creation is correct before executing.
Before you begin


856
About this task
After you create a bulk case request, you create a user segment to define the
users a case will be created for.
Note: You can have multiple user segments associated with a bulk case
request.
Procedure
1. From the User segment groups tab on the Bulk Case Request form, select New.
Create user segment
Field Description
Label The label that describes the user

segment.
Note: When cases are created,

the short description from the
HR Case Template appears. The
label describes the segment.
Opened for The employee you choose as the
Opened for person on each case. For
example, you can select the hiring
manager for an onboarding bulk
case request.
Work notes Information that provides further
details about the user segment.
Additional fields Depending on the HR service
selected when creating a bulk
case request, additional fields may
appear. For example, if Tuition
Reimbursement Request was entered
in the HR service field on the Bulk
Case Request form, the following
fields appear:
• School or Program name
• Course title
• Course justification
• Course start date

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Field Description
• Course end date

• Course cost
For more information on what fields
appear, see Configure the HR case
creation form for an HR service. The
base system only provides additional
fields for the Tuition Reimbursement
Inquiry and Tuition Reimbursement
Request HR services.
Filter by Determines who to create the bulk
HR case for:
• Upload file:
◦ Upload a file with user names
or email addresses. Select
Download Template for a pre-
formatted Excel spreadsheet.
Note: The header of the

first column must contain
user_name or email.
◦ Check the user_name template
to indicate you are uploading a
file with user names.
◦ Check email template to
Indicate you are uploading a file
with email addresses.
◦ Select Choose File to find and
select the file you are uploading.
◦ Select the Upload button after
you choose a file.
◦ After uploading the file, the
number of users appears. This
number represents the number of
users that fulfill your criteria.
• HR criteria: Use pre-defined
HR criteria. Criteria based on
conditions defined by the HR
Profile [sn_hr_core_profile] or User

858
Field Description
[sys_user] tables. The base system

provides examples you can select
from the Select HR Criteria list.
Note: Only available

to users with the
sn_hr_core.content_reader,
sn_hr_core.content_writer, or
sn_hr_core.admin roles.
• User criteria: Criteria based on role,
department, group, location, or
company. User criteria is a platform
feature. See User criteria for Service
Portal .
Note: Only available

to users with the
sn_hr_core.content_reader,
sn_hr_core.content_writer, or
sn_hr_core.admin roles.
• HR profiles: Use conditions
based on the HR profile
[sn_hr_core_profile] table with
conditions you choose.
• Users: Use conditions defined
by the User [sys_user] table with
conditions you choose.
After selecting a filter, the number of
matching users appears in green as
a link. Click the link to view all users
selected based on the filter.
For the HR Profile and Users filter, you
can refine the selection. Right-click
on a column, select Filter Out or Show
Matching.

Global.

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3. Select Save.
The Bulk Case Request form returns with the user segment group you created.
If your user group segment has many cases, the status for the segment is
Processing.
Note: You can still review and edit your user segment group. For more
information, see Manage a user group segment.
4. When the status is Processed, the Create cases button appears at the top,
right and above the related list tabs. Select the Create cases button.
Your request is queued and asynchronously updated in the background.
Note: After selecting the Create cases button, all users with a status of
Included are re-checked against the filter criteria used. Cases are not
created for users that no longer match the filter criteria. Cases are also
not created for users that match the criteria after the user segment was
created.
5. Select the Cases created tab to view a list of cases created.
Manage a user group segment

After creating a user group segment, you can review and edit it before you
create cases.
Before you begin

Procedure
1. Navigate to HR Case Management > Bulk Case Requests.
2. Select any bulk case request that has a status of Ready.
You can also edit a user group segment immediately after creating one.
3. Select the user segment group you want to edit found under the User segment
groups tab.
The User segment details form appears.
4. Scroll down to the Selected users tab.
5. To remove a user from the user segment group, double-click in the Status
column for the user you want to remove and change to Excluded.

860
The meaning for each status:
• Included: User matches criteria defined in User Segments, create a case for
the user.
• Excluded: User no longer matches the criteria defined in User Segments, do
not create a case.
• Duplicate: The user has a duplicate record, do not create a case.
The Note column provides information on the status. The definitions are:
• No hr_service.hr_criteria specified: HR criteria was not used in selecting the
user for the user group segment.
• User satisfies hr_service.hr_criteria: HR criteria was used in selecting the user
for the user group segment.
• User do not satisfy hr_service.hr_criteria: The user did not meet the HR criteria
selected and is excluded from the user group segment.
• User from user-segment-group<group-label> with sys_id<unique-id> is
included: The user is marked as a duplicate.
Note: The note clears after you change the status of a user.
6. After changing a user's status, select Save.

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Employee Relations cases
Because of the sensitive nature of employee relations (ER) cases, there are
expectations for tighter security to protect privacy. These aspects make
employee relations cases different from standard HR cases.
When ER cases are handled correctly, there is less risk to your company. Features
are:
• You can create ER cases without an Opened for or Subject person.
• You can create related records for allegations, interviews, and corrective
actions.
ER covers a large area within HR and includes different types of cases, situations,
and scope.
Investigations
Currently, HR Service Delivery supports one type of ER case:
• Report Misconduct
®
• Track people not in the ServiceNow system to receive a full view
of an investigation
Related records that support this type of ER case are:
◦ Allegations
◦ Involved parties
◦ Interviews
◦ Accommodations
◦ Evidence
◦ Corrective actions
Security
Confidentiality and securing employee relations cases is the utmost
importance.
HR Service Delivery employee relations uses the following to ensure

that the correct people have visibility:
• Roles
• Groups
• Assignment rules

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Intake
HR Service Delivery employee relations provides:
• Catalog item (Report misconduct)
• Sample KB articles
• Record forms for:
◦ Allegations
◦ Involved Parties
◦ Interviews
◦ Corrective Actions
Fulfillment
To work and close an ER case:
• COE and HR service:
◦ Report Misconduct
• Case form
• Fulfillment instructions and checklist
Reports
The following reports are provided:
• Case volume by month
• Case volume by allegation type
• Case volume by location
• Case volume by department
For more information on reports, see HR Service Delivery Employee

Relations dashboards.
Activate employee relations

You can activate Human Resources Scoped App: Employee Relations
[com.sn_hr_employee_relations] if you have the admin role. This plugin includes
demo data and activates related plugins if they are not already active.
Before you begin


863
About this task
Human Resources Scoped App: Employee Relations
[com.sn_hr_employee_relations] enables you to create and manage employee
relations cases.
Plugins for Human Resources Scoped App: Employee Relations
Plugin Description
Human Resources Scoped App: Core Enables you to standardize the

[com.sn_hr_core] documentation, interaction, and
fulfillment of employee inquiries and
requests.
Note: Employee relations require

activation of this plugin, but is a
separate scope.
Human Resources A single-pane view that tier 1 agents
Scoped app: Workspace use to respond to all task types, view
[com.sn_hr_agent_workspace] the full context of an issue, and get
relevant recommendations to resolve
issues.
Note: This plugin is optional for

ER.
Evidence Management Enables you to collect, categorize,
[com.sn_evidence_management] retain, and secure evidence for use
in ER cases. Evidence that requires
gathering and reviewing artifacts for
an investigation.
This plugin activates when the
Human Resources Scoped
App: Employee Relations
[com.sn_hr_employee_relations] is
activated, but is reusable with other
products and applications.
Interview Templates Enables you to create reusable
[com.sn_interview_templates] interview question templates.
Having interview templates provides
consistent and efficient interviews for
Employee Relation interviews.

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Plugins for Human Resources Scoped App: Employee Relations (continued)
Plugin Description
This plugin also controls read, write,

and access to interviews.
Note: This plugin is optional for

ER.
Procedure

<plugin name>.
Components installed with HR Service Delivery Employee Relations

Several types of components are installed with activation of the Human
Resources Scoped App: Employee Relations [com.sn_hr_employee_relations]
plugin, including tables, and user roles.

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Roles installed
HR ER administrator Can access and • ER case writer

[sn_hr_er.admin] configure HR [sn_hr_er.case_writer]
Service Delivery
Employee Relations. • ER configuration manager
[sn_hr_er.config_manager]
HR ER case reader Can access and • HR case reader
[sn_hr_er.case_reader] view HR ER cases. [sn_hr_core.case_reader]
HR ER case writer Can access, create, • HR case reader
[sn_hr_er.case_writer] and edit HR ER [sn_hr_core.case_reader]
cases.
• HR case writer
[sn_hr_core.case_writer]
HR ER confidential Can access • HR basic
[sn_hr_er.confidential] locked HR ER cases [sn_hr_core.basic]
when locking
configuration is • HR case writer
activated. [sn_hr_core.case_writer]
HR ER configuration Can access, setup, • None

manager and edit HR ER
configuration.
[sn_hr_er.config_manager]
Note: Impersonating another user with an ER role is not supported.
Tables installed
HR ER tables installed
Table Description
Allegation Contains information about an

[sn_hr_er_allegation] allegation type and subtype.
Note: A non-metadata table.

Allegation Subtype Metadata table that provides 59
{sn_hr_er_allegation_subtype] records to the base system. Allegation
subtypes further define an allegation.
For example:

866
HR ER tables installed (continued)
Table Description
• Allegation type = Discrimination

• Allegation subtypes: Age, disability,
Race, and so on.
Allegation Type Metadata table that provides base
{sn_hr_er_allegation_type] system records. Examples are:
• Discrimination
• Fraud and Theft
• Harassment
• Misconduct
• Retaliation
• Wage and Scheduling Issue
Associated Allegation Contains information that associates
[sn_hr_er_m2m_allegation_party] an allegation to subject of allegations.

Case Restriction Configuration Extends the COE Security Policy
{sn_hr_er_case_restriction] {sn_hr_core_coe_security_policy]
table.
Corrective Action Contains information on corrective
[sn_hr_er_corrective_action] actions associated with an ER case.

Employee Relations Case Extends the HR case [sn_hr_case]
[sn_hr_er_case] table.

Interview Contains information related to ER
[sn_hr_er_interview] interviews.

867
HR ER tables installed (continued)
Table Description

Interview Question Template Contains information related to the
[sn_interview_question_template] interview question template.
Available when the
Interview Templates
[com.sn_interview_templates] plugin is
activated.
Involved Party Contains information on involved
[sn_hr_er_involved_party] parties related to the ER case.
Setting up Employee Relations

Set up HR Service Delivery Employee Relations (ER) so that your agents can
engage with your employees, answer questions, create ER cases, create related
records, and resolve issues.
To set up ER:
• Activate the required plugins. For more information, see Activate employee
relations.
• Configure case restrictions. For details on case restrictions, see HR Service
Delivery Employee Relations case restrictions.
• Create a COE security policy. For information on COE security policies, see
Create a COE security policy.
• Configure allegation types and subtypes. For more information, see HR Service
Delivery employee relations allegation types and subtypes.
• Configure assignment rules. For details on assignment rules, see HR Service
Delivery Employee Relations assignment rules.
• Configure matching rules. For more information, see HR Service Delivery
Employee Relations matching rules.
• Set up interview question templates. For information on interview question
templates, see Create an interview question template.
Note: For additional information on tables and roles installed, see

Components installed with HR Service Delivery Employee Relations.

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Employee Relations catalog items
The base system provides the folloiwng ER catalog items:
• Request Accommodations
HR Service Delivery Employee Relations case restrictions

Use Case Restriction Configuration to determine what groups and agents can
access or restrict ER cases.
Groups
Restrict access by Center of Excellence (COE) for specific groups:
• Define what groups can restrict ER cases.
• Define what groups can view ER cases.
The base system provides one case restriction configuration that

enables the HR Confidential group to access ER cases.
For more information, see Manage HR Groups.
Warning: When creating case restrictions, be sure that you

have at least one configuration that enables you to read these
cases.
Roles
Members of groups that can access ER cases must have the
sn_hr_er.confidential role.
For more information, see Manage HR roles.
COE Security Configuration

Use COE Security Configuration to define group restrictions for a
COE and for all or specific HR services under it.
You can then restrict the COE with read and write capabilities.
Note: If you choose to restrict other COEs besides Employee

Relations Case [sn_hr_er_case], you can cause performance
issues. ER cases numbering more than 100 K can impact
performance.
For more information, see Create a COE security policy.

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Collaborators and the COE for the HR case can conflict. The basic
rules are:
• For all HR cases, collaborators override any security on a COE.
• Employee Relations (ER) cases can override collaborators when
restrictions apply.
ER assignment rules
Use ER assignment rules to assign a group to an ER case.
For more information, see HR Service Delivery Employee Relations

assignment rules.
ER matching rules
Use ER matching rules to assign an agent that has the least number
of cases, the required skills, and matches the location.
For more information, see HR Service Delivery Employee Relations

matching rules.
Configure an employee relations case restriction

Define what groups can view or access employee relations cases using Case
Restriction Configuration.
Before you begin

Role required: admin and sn_hr_er.admin
Warning: When creating case restrictions, be sure that you have at least
one configuration that enables you to read these cases.
Procedure
1. Navigate to Employee Relations > Administration > Case Restriction
Configuration.
2. Click New.
Case Restriction Configuration form
Field Description
COE Center of Excellence (COE) that you

want to restrict access to.

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Field Description
Note: For more information

on COE, see HR Centers of
Able to restrict cases Option to enable members of a
group to restrict access to all HR
cases for the COE.
Able to view restricted cases Option that enables a group to view
restricted HR cases for the COE.
Application The application that the case
restriction configuration applies
to. This field is automatically set
to Human Resources: Employee
Relations.
Active Option to activate the case
restriction configuration record.
4. Click Save or Submit.

5. Add the groups that you want the case restriction configuration to apply to.
Note: You can also restrict by role. Agents with the sn_hr_er.confidential
role can access restricted ER cases.

871
6. Click Update.
Note: Collaborators on an HR or ER case can override COE security. But,

ER cases with restrictions override collaborators. For more information, see
Create a COE security policy

Use COE Security Configuration to define group restrictions for a COE and for all
or specific HR services under it.
Before you begin

Role required: admin, sn_hr_er.admin
Procedure
1. Navigate to HR Administration > COE Security Configuration.
2. Click New.

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COE Security Policy form
Field Description
COE Center of Excellence (COE) that you

want to create a security policy for.
Note: The COEs that appear

depend on the Application
selected.
Applies to all services Option for applying all HR services for
the COE security policy.
Services The HR service that the COE security
policy applies to.
This field appears only if the Applies
to all services check box is not
selected.
Application The application that the COE security
policy applies to.
Active Option to indicate the active status
of the COE security policy. Only
active security policies are applied.
Type The access that you want your HR
agents to have for the cases that fall
under the COE or HR services.
Valid values:
• Read
• Write
Applies when The condition statement that filters an
HR case.
If the HR case matches the
conditions, the COE security policy
applies to it.
You can create conditions based on
key words or fields from the HR case.

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Field Description

Global.

5. Add the groups that you want the COE security policy to apply to.
6. Click Update.
HR Service Delivery employee relations allegation types and subtypes

Allegation types and subtypes help you further define an employee relations
case.
Allegation types and subtypes are attached to an HR Service Delivery ER case
and are the foundation for the case.
When creating an allegation type, you directly associate subtypes.
Subtypes further define an allegation and provide flexibility to categorize an
employee relation case and provide specific details.
The base system provides allegation types and subtypes that you can use
immediately.

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Configure an employee relations allegation type
Create allegation types and subtypes to help provide details on an employee
relations case.
Before you begin

Role required: sn_hr_er.config_manager
Procedure
1. Navigate to Employee Relations > Administration > Allegation Types.
2. Click New.
Allegation Type form
Field Description
Name Description of an allegation.

An allegation is a high-level category
and allegation subtypes can provide
details of the allegation.
For example, harassment can be an
allegation. Subtypes can be:
• Bullying
• Insubordination
• Profanity
4. Click Save. The Allegation Subtypes related list appears.

5. Click New.
Allegation Subtype form
Field Description
Name Description of allegation subtype.

Subtypes help define the allegation
type.
Allegation type Enter a description of an allegation
subtype.
For example, harassment can be an
allegation. Subtypes can be:
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Field Description
• Bullying
• Insubordination
• Profanity
7. Click Submit.
HR Service Delivery Employee Relations assignment rules

HR Service Delivery employee relations assignment rules allow you to
automatically assign a group to ER cases when the assignment group is empty.
When the HR case template sets the assignment group, assignment rules are
ignored.
When an ER case is created, it:
• Checks for the Skills/Assignment group from the HR Case Template for the
associated HR service. See Configure an HR case template for an HR service.
• If there is no assignment group for the HR case template, the base system
provides the Employee Relations Case assignment rule.
• The Employee Relations Case assignment rule assigns the Employee Relations
group to the case.
Note: For more information, see Add or modify an HR assignment rule.
HR Service Delivery Employee Relations matching rules

Because ER cases do not use a subject person, matching rules try to find an
agent with the required skills and in the same country where the case was
opened to determine case assignment.
Matching rules look for:
• Country the ER case was opened in.
• If no country is available, find any involved parties with a type of complainant
and use their country.
• If there are no involved parties with type of complainant, look for involved
parties with type of subject of allegation and use their country.
• If there are no involved parties with a country that can be used, then only skills
are used.
Note: For more information, see Add or modify a matching rule.

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You can restrict an ER case to be assigned to only members of a specific group.
See Configure an employee relations case restriction.
Interview Management
Use Interview Management to create templates to capture questions, answers,
and notes in a consistent and efficient way, sync scheduling with Microsoft
Outlook, and better plan and track your interviews.
Setting up Interview Templates

Set up HR Service Delivery Interview Templates so your agents can quickly,
consistently, and accurately capture appropriate information.
Activate the Interview Templates plugin (com.sn_interview_templates) for the
Now Platform if you have the admin role. For more information, see Activate
Interview Templates.
• Create interview question templates.
• Create interview template tags. Tags help you filter your interview question
templates so you can easily browse for relevant questions to use in an
interview. For example, agents ask different questions depending on who
they are talking to and what the specific allegations are. Template tags help
agents to find the appropriate interview template.
Roles installed
Role Description Contains roles
Interview questions Can access, read, sn_interview_temp.reader,

template admin create, and edit sn_interview_temp.writer
[sn_interview_temp.admin]interview question
templates, template
tags, and Employee
Relations properties.
Interview questions Can access, read, sn_interview_temp.reader
template writer create, and edit
[sn_interview_temp.writer] interview question
templates and template
tags.
Interview Can access and read N/A
template reader interview question
[sn_interview_temp.reader]templates and template
tags.

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System properties
The sn_interview_temp.filter_attr_allowed_tables system property
determines the tables you are allowed to create interview template
tags for interview question templates.
When entering multiple tables, separate the table names with a

comma (,) but with no space between each table.
Template tags
Template tags are a way to organize your interview templates
and a way to filter them when looking for the correct template.
Template tags allow you to find relevant questions easier and faster.
From the legacy UI, you can select the Questions button to show
all interview templates. The template tags appear at the bottom of
each interview template displayed.
In the HR Service Delivery Agent Workspace, the template tag

appears at the bottom
There are two types of template tags you can create:

• Referenced: Uses the fields from the following tables to create
reference tags:
◦ Allegation Subtype [sn_hr_er_allegation_subtype]
◦ Allegation Type [sn_hr_er_allegation_type]
◦ HR Service [sn_hr_core_service]
• Custom: You create you own interview template organization. For
example:
◦ Customer category = Involved party type
◦ Custom tags:

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▪ Complainant
▪ Subject of allegation
▪ Witness
Involved party type becomes the top-level category in the

organization with the tags being a way to organize the type of
person you are interviewing.
Activate Interview Templates

You can activate the Interview Templates plugin (com.sn_interview_templates)
for the Now Platform if you have the admin role.
Before you begin

Procedure
2. Find the Interview Templates plugin (com.sn_interview_templates) using the
filter criteria and search bar.
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<plugin name>.
Create an interview question template

Interview Question Templates provides your agents with a consistent and
efficient way to capture answers from interviews.
Before you begin

Role required: sn_interview_temp.admin
Procedure
1. Navigate to Employee Relations > Interview Question Templates.
2. Select New or an existing interview question template.
3. Fill in the form or make edits.
Field Value
Option for enabling the Interview

Active Question Template and make it avail
able.
The name that identifies the interview
Name
question template.
The application the interview ques
tion template belongs to.
Note: The application that ap

Application
pears is dependent on your cur
rent application scope. For more
information, see Application
scope.
Name of the table the interview
Table
question template is associated with.

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Field Value
Note: To only show interview

question templates for ER inter
view records, select the Inter
view (sn_er_interview) table. If
you leave this field blank, the
interview template is available
globally (any tables that have
been configured to use inter
view templates also have ac
cess). Currently in the base sys
tem, only Employee Relations in
terviews are set up to access.
List of questions related to the type of
interview.
Question template body
Interview question templates support
rich text.
4. Select Save.
The Template Tags related list appears. In order to filter your interview
templates, you must associate the interview template with a template tag.
Note: For more information on Template Tags, see Create an interview

template tag.
Create an interview template tag

Create template tags you can use to filter interview question templates on pre-
defined attributes. Template tags allow you to find relevant questions easier and
faster.
Before you begin

Role required: sn_interview_temp.admin
Interview template tags drive the filtering interaction for an agent as a way to
browse or search for a template.
Procedure
1. Navigate to Interview Templates > Template Tags.
2. Select New.

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Field Description
Tag type The category of tag you are creat

ing. The choices are:
• Referenced: Select to create tags
related to a specific table. The ta
bles that appear depend on the
entries in the sn_interview_tem
p.filter_attr_allowed_tables system
property. For more information, see
Setting up Interview Templates.
Note: When you have multi

ple applications that use In
terview Question Templates,
using Referenced, can keep
your interview question tem
plates separate. Associating
a tag with a table helps your
users filter for interview ques
tion templates faster and eas
ier.
• Custom: Select to create tags that
are free-form text and referenced
by a custom category.
Table The table associated with a interview
template tag. The tags you select are
from the table you select.
You can associate one of the follow
ing tables:
• Allegation Subtype [sn_hr_er_alle
gation_subtype]
• Allegation Type [sn_hr_er_allega
tion_type]
• HR Service [sn_hr_core_service]
This field only appears whe you select
Referenced from the Tag type field.
Custom category The category that your custom tag
belongs to.

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Field Description
Ensure you have mapped out your

structure before creating. Having a
clear organization of your tags and
categories makes searching for spe
cific questions faster.
This field only appears when you se
lect Custom from the Tag type list.
Custom tag The tag you want to associate with a
question interview template.
Enter a custom tag associated with
the Custom category to create a hi
erarchy with custom category as the
top of the hierarchy and tags under
it.
For example:
• Customer category = Involved par
ty type
• Custom tags:
◦ Witness
◦ Complainant
◦ Subject of allegation
Involved party type becomes the
top-level category in the organiza
tion with the tags being a way to or
ganize the type of person you are in
terviewing.
Application The application scope you are cur
rently in and associated with the in
terview template tag.
Domain The domain your current scope is as
sociated with. This field applies to
customers that have multiple do
mains. For more information, see Do
main separation and HR Service De
livery.

883
Using Interview Management
You can schedule and document interviews and use interview templates using
the UI16 or HR Service Delivery Agent Workspace.
Creating a record of an interview is an important part of an employee relations
investigation.
Scheduling an interview
There are two (2) methods you can use to schedule an interview:
• Manual entry: You enter a start and end date/time for the
interview and confirm outside the application.
Note: In legacy UI, the manual entry is the only method

available for scheduling an interview.
• Use Microsoft Outlook Calendar to schedule an interview.
◦ To use this feature, you must integrate with Microsoft Exchange.
Ensure the sn_hr_er.ex_online_notification_url system property
contains the Callback URL in the Value field. For more
information, see Set up Microsoft Exchange Online spoke.
◦ The sn_hr_er.exchange_online_max_candidate system property
determines the maximum number of meeting time slots to return
when trying to schedule an interview using Microsoft Exchange.
The default value is 500 slots.
Note: You can use the manual method of scheduling in HR

Service Delivery Agent Workspace. For more information,
see Schedule an interview in HR Service Delivery Employee
Relations using the legacy UI or Schedule an interview in HR
Service Delivery Employee Relations using Agent Workspace.
Scheduling an interview
®
You can use the default ServiceNow calendar or integrate with Microsoft
Exchange to schedule interviews related to Employee Relations (ER) cases.
Schedule an interview in HR Service Delivery Employee Relations using the

legacy UI
Documenting interviews is crucial to ER cases. Use the Interview form to take
notes and capture important details of the ER case.
Before you begin


884
Procedure
1. Navigate to Employee Relations > Cases.
2. Select an ER case.
3. Scroll down and select the Interviews tab in the related list.
4. Select New.
Interview
Field Description
Number The number identifying the

interview record. The application
automatically assigns interview
numbers.
HR case The HR ER case number associated
with the interview.
Note: If you access the

interview from Employee
Relations, you have to select
an HR case to associate the
interview to.
Interviewee Name of the person who you are
interviewing.
Select the Lookup using list icon

and search for the person you are
interviewing. If no names appear,
you can select New and create an
involved party. For more information,
see Create an involved parties
record for HR Service Delivery
Employee Relations in the legacy UI
or Agent Workspace.
Interviewers Names of the people who
conducted the interview.
Click the Unlock Interviewers icon
and search for the names of the

people who conduct the interview.

885
Field Description
Note: Only members with the

sn_interview_temp.writer role or
belong to a group that has the
Employee Relations skill.
You can optionally enter the email

addresses for each interviewer.
External attendees Indicates people outside of your
company attended the interview.
External invite email The email addresses of the external
people that attend the interview.
Scheduling method The method you are using to
schedule the interview.
If your company only uses the
manual method of scheduling,
Manual entry appears and cannot
be edited.
If your company uses the integration
with Microsoft Outlook Calendar to
schedule, Calendar appears. For
more information, see Using Interview
Management.
Start date The date and start time of the
interview.
End date The date and end time of the
interview.
Additional parties Other people you want as part of the
interview record.
Click the Add me icon to add

yourself or the Unlock additional
parties icon to add yourself or

other people.

886
Field Description
External URL A URL that is relevant to the interview.

For example, if your company
maintains interview notes in a
different or external system from
HR Service Delivery, you can enter
the URL to maintain a link and
consistency.
Interview date The date the interview took
place. Appears after the interview
concluded.
Created by The user that created the interview
invite record.
Interview notes Notes from the interview or you
can enter the answers to the
questions from the interview question
templates.
6. Select the Questions button at the top, right corner to view, and select
questions from an interview template. Interview templates ensure consistency
and efficiency when conducting interviews. For more information, see Create
an interview question template.
7. If an interview template appears, select it and you can select Copy to
clipboard or Insert to notes.
Note: Copy to clipboard copies the questions from the interview

template and allows you to paste it to an external document. Insert to
notes copies all questions to the Interview notes field.
8. Select Save or Submit. If you select Save, the Evidence related list appears. For
more information, see Evidence Management for Employee Relations.
Schedule an interview in HR Service Delivery Employee Relations using Agent

Workspace
Use HR Service Delivery Agent Workspace to capture a record of an interview.
Before you begin


887
Procedure
1. Navigate to HR Case Management > HR Agent Workspace.
2. Select the Lists icon ( ).

3. Select Other.
4. Select Employee Relations Cases.
6. Select more from the row of tabs below the Case Timeline.
7. Select Interviews.
8. Select New.
Field Description
Number he number identifying the interview

record. The application automatical
ly assigns interview numbers.
HR case he HR ER case number associated
with the interview.
Note: If you access the inter

view from Employee Relations,
you have to select an HR case
to associate the interview to.
Interviewee Name of the person who you are in
terviewing.

and search for the person you are in
terviewing. If no names appear, you
can create an involved party. For
more information, see Create an in
volved parties record for HR Service
Delivery Employee Relations in the
legacy UI or Agent Workspace.
Interviewers Names of the people who conduct
ed the interview.
Click inside the field and a list of
names appear that you can select.

888
Field Description
Note: Only members with the

sn_interview_temp.writer role or
belong to a group that has the
Employee Relations skill.
External attendees Indicates you want to add external
attendees to the interview record.
External invite email The email addresses of the external
attendees.
Only appears when you select the
External attendees choice.
Note: Separate each email ad

dress with a comma.
Scheduling method The method you are using to sched
ule the interview.
Select Manual entry to select the
Start and End dates and times of the
interview.
If your company uses the integration
with Microsoft Outlook Calendar to
schedule, select Calendar. You can
schedule an interview with an inter
face that syncs with your company's
Outlook Calendar. For more informa
tion, see Using Interview Manage
ment.
Start date The start date and time of the inter
view.
Select the Show calendar icon
( and select the date and time

the interview starts.
End date The endt date and time of the inter
view.

889
Field Description
Select the Show calendar icon
( and select the date and time

the interview ends.
Additional parties Other people you want as part of the
interview record.
Click in the field and a list of names
appears.
Note: These names appear

from
External URL A URL that is relevant to the interview.
Created by The user name of the person who
created the interview record.
Interview notes Notes from the interview or you can
enter the answers to the questions
from the interview question tem
plates.
In the Contextual Sidebar, select
the Interview Templates icon ( to

search for interview question tem
plates.

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Field Description
Interview templates provide ques

tions you can use in the interview,
You can insert the questions from the
template into the Interview notes
field or copy to the clipboard to insert
in an outside document.

891
Field Description
Select to see the Insert to notes

or Copy to clipboard choices.
Interview templates ensure consisten
cy and efficiency when conducting
interviews. For more information, see
Create an interview question tem
plate.
10. Select Save.
Evidence Management for Employee Relations

Use Evidence Management to capture and categorize evidence for Employee
Relations or related cases.
Evidence is defined as any digital artifacts gathered as part of an investigation,
like files that are either uploaded to Evidence Management or reside in another
system.
Setting up Evidence Management

Set up HR Service Delivery Evidence Management so your agents can collect
evidence and information related to Employee Relation (ER) cases.

892
You can activate Evidence Management [com.sn_evidence_management]
plugin if you have the admin role. This plugin activates when the Human
Resources Scoped App: Employee Relations [com.sn_hr_employee_realtions]
plugin is activated. For more information, see Activate employee relations.
Roles
The following roles are installed with the Evidence Management
[com.sn_evidence_management] plugin:
Evidence admin Can access and • sn_em.evidence_

[sn_em.evidence_ configure all ar config_manager
admin] eas within Evidence
Management. • sn_em.evidence_
reader
• sn_em.evidence_
writer
Evidence Configura Can access, create,
tion manager [sn_ and manage evi
em.evidence_con dence type records.
fig_manager]
Note: requires
the evidence
reader and
writer roles to
manage the
evidence type
records.
Evidence reader Can view evidence
[sn_em.evidence_ if the ER case is ac
reader] cessible.
Evidence writer [sn_ Can create and sn_em.evidence_
em.evidence_writer] manage evidence reader
records.
Employee Relations roles include Evidence Management roles.
Users are unable to read evidence when impersonating.
When an Employee Relations case is restricted, users can only view

the evidence record if they can view the ER case.

893
Evidence types
Before you can add evidence to an ER case, you must set up
evidence types. Evidence types help you categorize and organize
the evidence you collect related to ER cases. The base system
provides:
• Audio
• Chat logs
• Email
• Photos
• Screenshots
• SMS
• Video
You can create additional evidence types. For more information,

see Create evidence types.
Create evidence types

Create evidence types to catalog and organize employee relation evidence in
an efficient and logical way to enhance your business processes.
Before you begin

Role required: sn_em.evidence_config_manager
Note: The base system provides preconfigured evidence types.
Procedure
1. Navigate to Evidence Management > Evidence Types.
2. Select New.
3. Fill in the form or edit the fields.
Field Value
The name that identifies and de

Name
scribes the evidence type.
Indicates if the evidence type is ac
Active
tive and available for use.
4. Select Submit.

894
Using Evidence Management
You can create, edit, and categorize evidence related to an employee
relations case using the UI16 or HR Service Delivery Agent Workspace.
You can associate evidence to an Employee Relations (ER) case. For more
information on ER cases, see Employee Relations cases.
Adding evidence to an Employee Relations case in the legacy UI

Create evidence records to attach to an Employee Relations case to help with
investigations.
Before you begin

Procedure
1. Navigate to Employee Relations > Cases.
2. Select a case.
3. Scroll down to the Evidence tab in the related list.
4. Select New.
Field Description
Number The number that identifies the evi

dence record. This is automatically
generated by the application.
Name The name that describes the evi
dence.
Evidence type The evidence type associated with
the evidence.
The base system provides the follow
ing:
• Audio
• Chat logs
• Email
• Photos
• Screenshots

895
Field Description
• SMS
• Video
For more information, see Create evi
dence types.
Created by Name of the user that created the
evidence record.
Submitted by involved party Name of the person who submitted
the evidence.

and search for the person that sub
mitted the evidence.
If no names appear, you can select
New and create an involved party.
For more information, see Create an
involved parties record for HR Service
Involved parties Any person involved with the evi
dence provided in the ER case.
Select the Unlock involved parties
icon ( ) and search for people you

want to include as involved parties.
Table The table evidence is associated
with. The default is the Employee Re
lations Case [sn_hr_er_case] table,
but you can associate evidence to
any table.
Parent The parent case the evidence is re
lated to.

896
Field Description
To associate a parent case, select

the Lookup documents using list icon
and select the table associated
with the parent case. The default is
the Employee Relations Case [sn_hr_
er_case] table.
Select the table and the associated
case that is the parent case.
Note: If you have a parent case

and evidence is added to it, this
field is pre-populated.
Evidence source type Indicates if the evidence is an at
tachment or a URL.
Select one. If the evidence is an at
tachment, attach the file using the
Manage Attachments icon ( ) at
the top, right of the form.
If the evidence is a URL, enter the URL
in the URL source field.
URL source
Select the Edit this URL icon ( and
enter the URL.
This field displays only when you se
lect URL from the Evidence source
type field.
Interview The associated interview number.
If you came from the interview
record, the number automatically
displays.
For more information, see Interview
Management.
Description Description of the evidence.
6. Select Submit.

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Adding evidence to an Employee Relations case in HR Service Delivery Agent
Workspace
Create evidence records to attach to an Employee Relations case to help with
investigations using HR Service Delivery Agent Workspace.
Before you begin

Procedure

3. Select Other.
5. Select an ER case you want to attach evidence to.
6. Select more from the row of tabs below the Case Timeline.
7. Select Evidence from the row of tabs below the Case Timeline.
8. Select New.
Field Description
Number The number that identifies the evi

dence record. This is automatically
generated by the application.
Name The name that describes the evi
dence.
Evidence type The evidence type associated with
the evidence.
The base system provides the follow
ing:
• Audio
• Chat logs
• Email
• Photos
• Screenshots

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Field Description
• SMS
• Video
For more information, see Create evi
dence types.
Created by Name of the user that created the
evidence record.
Submitted by involved party Name of the person who submitted
the evidence.
Select the Search for Record icon

and search for the person that sub
mitted the evidence.
Involved parties Any person involved with the evi
dence provided in the ER case.
Click into the field and a list of in
volved parties appears.
If no names appear, you have to
create an involved party record. For
more information, see Create an in
volved parties record for HR Service
Table The table evidence is associated
with. The default is the Employee Re
lations Case [sn_hr_er_case] table,
but you can associate evidence to
any table.
Parent The parent case the evidence is re
lated to.
To associate a parent case, select
the Lookup documents using list icon

899
Field Description
and select the table associated

with the parent case. The default is
the Employee Relations Case [sn_hr_
er_case] table.
Select the table and the associated
case that is the parent case.
Note: If you have a parent case

and evidence is added to it, this
field is pre-populated.
Evidence source type Indicates if the evidence is an at
tachment or a URL.
Select one of the following:
• Attachment
• URL
If the evidence is an attachment, se
lect Browse from Attachments on the
right and attach the file.
If the evidence is a URL, enter the URL
in the URL source field.
URL source
Select the Edit this URL icon ( and
enter the URL.
This field displays only when you se
lect URL from the Evidence source
type field.
Interview The associated interview number.
If you came from the interview
record, the number automatically
displays.
If no interview number appears, click
into the field and you can select one.
For more information, see Interview
Management.
Description Description of the evidence.
10. Select Save.

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HR Service Delivery Employee Relations accommodations
Accommodation requests are from your employees requesting changes related
to their work situation.
Examples of accommodations are:
• Provide new equipment
• Job restructuring
• Leave
• Reader or interpreter services
• Reassignment
• Scheduling changes
• Workplace modification
• Workplace policies
You can associate an accommodation request with an HR case and start and
end dates when the accommodation is temporary.
Agents can create more than one accommodation request per ER case.
This is useful when an employee open an accommodation request for
a single situation, but HR might have more than one classification for an
accommodation. Some accommodation requests might require approval or
have different start and end dates.
You can use HR service fulfillment types to define any workflow required to
review, approve, and deliver accommodations like any HR case. For more
information, see Configure an HR service.
Create accommodation types

Accommodation types help define and categorize accommodation requests.
Before you begin

Role required: sn_hr_er.config_manager
Note: The base system provides accommodation types, but you can add
more.
Procedure
1. Navigate to Employee Relations > Accommodation Types.
2. Select New.

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Field Description
Name Name that describes the accommo

dation type.
Active Indicates if the accommodation type
is available and ready to use.
Note: The base system provides

accommodation types that you
can use. The base system deliv
ers these types as inactive. En
sure you select Active for the
accommodation types you
want to use.
Application The scope application you are in
when creating the accommodation
type.
Create accommodations
Accommodations support accommodation requests related to Employee
Relation cases.
Before you begin

You can use HR service fulfillment types to define any workflow required to
review, approve, and deliver accommodations like any HR case. For more
information, see Configure an HR service.
Note: You can create an accommodation request from an employee

relations case. For more information, see Create an HR Service Delivery
Employee Relations case using Agent Workspace or Create an HR Service
Delivery Employee Relations case using the legacy UI.
Procedure
1. Navigate to Employee Relations > Accommodations.
2. Select New.

902
Field Description
Employee The name of the employee that re

quested the accommodation.
Accommodation type The type of accommodation the em
ployee requested.
Note: If no accommodation
types appear, ensure that the
accommodation type is active.
HR Case The HR case number associated with
the accommodation.
Status The status of the accommodation re
quest. Valid values are:
• Requested
• Approved
• Cancelled
• Rejected
Note: The default value is None,

but it must be changed to cre
ate the accommodation re
quest.
Created The creation date and time for the
accommodation request.
Effective start date The date the accommodation re
quest starts.
Effective end date If known, the date the accommoda
tion request ends.
Description The details of the accommodation
request.
Using HR Service Delivery Employee Relations

Creating an HR Service Delivery Employee Relations (ER) case is similar to
creating any HR case with some differences.
The process for working ER cases are:

903
• Create an ER case using the UI16 Case Creation form or the HR Service
Delivery Agent Workspace Create a new case form.
• After case creation, add:
◦ Involved Parties
◦ Allegations
◦ Interviews
◦ Evidence
◦ Corrective Actions
◦ Accommodations
COE and HR service

HR Service Delivery supports the following COE:
• Employee Relations Case
And the following HR services:

• Accommodation Request
Opened for is not an employee

When creating HR cases, you must identify an Opened for person.
For ER cases, you are not required to identify the Opened for
person.
• If you are an HR agent and using the HR case form or Agent
Workspace, select Skip verification from the Case Creation
Search for Employee form.
Related information
After opening an ER case, related information provides the details
of an ER case and includes:
• Allegations
• Involved Parties
• Interviews
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Allegations
Allegations provide additional details about the misconduct and
includes:
• Allegation type
• Description
• Involved parties
Involved Parties
As part of capturing important information about the misconduct,
you can capture information about anyone involved.
Information like:
• The type of involved party. Is the involved party a:
◦ Witness
◦ Complainant
◦ Subject of allegation
◦ Other
• Is the involved party a user in the system or not a user.
Interviews
Interviews from all related parties are important and captures the
• The interview date
• Names of the interviewers
• Name of the person being interviewed
• Any people you want to link to the investigation
• Notes on the interview
Employee using Employee Center (EC) or Service Portal

When an employee creates an ER case from the Employee
Center (EC) or Service Portal, the Opened for, Opened by, and
Complainant are assigned to the employee.

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Note: A role is not required for employees to create an ER
case.
• Agents that can work an ER case must have the HR ER case
writer [sn_hr_er.case_writer] role.
• Agents that can access/read an ER case must have the HR
ER case reader [sn_hr_er.case_reader] role.
• When creating an HR ER case, for employees that do not
have the HR ER case writer [sn_hr_er.case_writer] role, the
Opened for field does not appear.
◦ When an agent with the HR ER case writer
[sn_hr_er.case_writer] role opens the case, the Opened for
field does not appear.
Create an HR Service Delivery Employee Relations case using the legacy UI

You create ER cases for employees that wish to report misconduct or report a
disciplinary issue.
Before you begin

Procedure
2. From Search for Employee, enter an employee name or click Skip verification.
Note: Skipping verification allows you to create an ER case without

identifying an Opened for person and takes you directly to case details.
Case Creation form
Field Description
COE The Center of Excellence associated with the HR

case you are creating.
Currently, Employee Relations Case is the only
COE available for ER cases.

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Field Description
Selecting a COE filters the choices for HR service.

See HR Centers of Excellence data model.
Note: You can also select an HR service

first and the associated COE automatically
populates.
HR service The HR service based on the COE selected or
what you select based on communication with
the employee request.
Select:
What HR services are available to an employee
filter by:
• COE selected.
• HR criteria for the Subject person based on the
HR service configuration.
Limit services filter on the Case Creation
Configuration form. If the HR service field is
empty, ensure that you did not remove the
Opened for field.
Note: Bulk Parent Case does not appear as

a selection because it only appears when
creating a parent case for child bulk cases.
Refer to Add or modify bulk HR cases.
Document Template Category from which a document template is
Type selected.

activated, and the Document Template Type
field is selected while configuring the HR
service.
Document Template Document template associated to the case to
generate document template tasks.

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Field Description

activated, and the Document Template field
is selected while configuring the HR service.
Subject person The person the HR service request is for.
Note: This field does not appear if you

selected the Skip verification link.
Click the Lookup using list icon to find a user.

Use the choice list to search and select another
employee.
Click the Reference field icon to view or edit HR
profile information.
Note: Selecting the Do Not Default Subject

Person HR Service Option for an HR
service, prevents the Subject Person from
automatically filling in when creating an HR
case. For more information, see Configure an
HR service.
Work notes Information specific to the case that can help
other HR agents. Work Notes are not visible to the
Subject person.
The sn_hr_core.restrict_guest_email system
property allows a user to send an email from a
personal email account referencing an HR case.
When the property has a value of false (default),
the text from the email appears in the Work
notes field. To access system properties, enter
sys_properties.list in the navigation filter.
Note: Translate the text in your preferred

language using the Translate option.
For configuring the dynamic translation

908
3. Click Create Case and the HR case form appears with additional information
about the case. The COE and HR service selected for the HR case determines
the fields that appear.
Case Creation form continued
Field Description
Number An HR case number is assigned and

is a unique identifier, cannot be
changed, and has an HRC prefix.
External opened for The ER case was reported by
somebody outside of your company.
Checking this box removes the
following fields:
• Opened for
• Preferred contact method
Opened for The person who is responsible for the
HR service request.
Note: Unlike other HR cases, you

can leave this field blank.
• The person requesting the HR

service. When you make an HR
service request for yourself, the
Subject person and Opened for
person are the same.
• The person requesting the HR
service on behalf of an employee.
For example, a manager
requesting an HR service for a
direct report. In this example, the
manager (Opened for) made
an HR request on behalf of an
employee (Subject person).
Use the choice list to search and
select another employee.
Click the Reference field icon to view
or edit HR profile information.

909
Field Description
Preferred contact method The communication method the

Opened for person (if applicable)
prefers to be contacted. Select:
• Not Specified
• Personal Phone
• Work Phone
• Personal Email
• Work Email
Incident date The date of the incident. If there are
multiple incidents, select the date of
the most recent incident.
Skills The required skills of the person
assigned to this category of HR case.
Skills can auto-populate based on
the HR case template associated
with the HR service.
State Status of the case. The state can
auto-populate based on the HR case
or task template associated with the
HR service.
• Draft: The default state for a case
when it is first opened.
Note: Can only be changed

to Ready, Closed Complete,
Closed Incomplete,
• Ready: The case is ready to be
worked on.
• Closed Complete
• Cancelled
• Suspended: Use to temporarily
prevent violation of a service level
agreement (SLA). Refer to Suspend
and resume an HR case.

910
Field Description
Priority The priority that the incident needs

resolution.
Use impact and urgency to
determine the priority.
Source The reporting method the incident
Opened The date and time the ER case was
created.
Opened by The person who created the ER case.
Assignment group The group the ER 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.
For automatic assignment, refer to HR
Service Delivery Employee Relations
assignment rules.
Assigned to The user assigned to work on this
case. When a group is automatically
assigned, a user from the group is
automatically assigned when the
case is created. If the user is not
auto-assigned, click the Lookup using
list icon to select a user who is a
member of the selected assignment
group.
To change the Assigned to HR agent,
the agent must be a member of the
Assignment group.
Collaborators Agents or interested parties you
want to associate with the case.
Collaborators can track and stay
up-to-date on the progress of the ER
case.
If an ER case transfers from the
assigned to agent to another agent,
the original assigned to agent can

911
Field Description
add themselves as a collaborator

and still monitor the case.
By having visibility to the case,
collaborators can also help the
assigned to agent with the case.
Other factors:
• Collaborators can remove
themselves from the case.
• The Assigned to agent can add or
remove collaborators.
• Collaborators cannot add or
remove collaborators.
• Notifications are sent to the
collaborators when added to the
ER case.
Collaborators and the COE for the HR
case can conflict. The basic rules are:
• For all HR cases, collaborators
override any security on a COE. For
more information, see Create COE
security.
• Employee Relations (ER) cases
can override collaborators when
restrictions apply. For more
information, see Configure an
employee relations case restriction.
Note: Agents must

have the ER case writer
[sn_hr_er.case_writer] role in
order to be a collaborator.
Watch list Interested parties that can view all
updates and receive notifications for
the ER case.
Short description Populates from the HR service. After
the case is created, you can modify
the description.

912
Field Description
Description A longer, detailed description after

the ER case is created. Use the Rich
Text Format (RTF) tools to format your
text.
Rich text formatting also appears
for a case or task description on the
Employee Center or service portal.
The following embedded lists appear:

Fulfillment Instructions
Information on how to complete the case. This information is
defined in the HR Service configuration.
A checklist outlining the exact steps to complete appears when

configured by the HR service. See Configure an HR service.
Comments and Work Notes

Comments or work notes that provide details about the case.
Work notes are not visible to the Subject person.
Note: Translate the text in your preferred language using

the Translate option. For configuring the dynamic translation
Related Links
The following appear dependent on the type of case and roles
associated with the user:
• Add Task: Task you want to add to the case. Refer to Add an HR
task to an HR case.
• Show SLA Timeline: The SLA in timeline format that shows
elapsed time.
• Repair SLAs: Click to repair any service level agreements
associated with the case.
The related lists appear dependent on type of case or task. For additional
information, see Work an HR case.
Involved Parties
People associated with the ER case. Involved parties can be
the complainant, subject of the allegation, a witness, or other

913
(undefined). For more information, see Create an involved parties
record for HR Service Delivery Employee Relations in the legacy UI
or Agent Workspace.
Allegations
Information that further defines an employee relations case. For
more information, see Create an allegation record for HR Service
Delivery Employee Relations in the legacy UI or Agent Workspace.
Interviews
Interview record for an involved party. For more information, see
Schedule an interview in HR Service Delivery Employee Relations
using the legacy UI.
Corrective Actions
Information about the resolution and any associated corrective
actions after an investigation related to the ER case. For more
information, see Create a corrective action in HR Service Delivery
Employee Relations in the legacy UI or Agent Workspace.
Attached Knowledge
List of knowledge articles attached to the HR service type. For
more information, see HR Knowledge Management.
Approvers
Lists employees that can approve changed information or the
case, state of approval, comments, and associated dates. For
more information, see Resubmit an HR case for approval.
Note: To reject an approval, users should have the HR case

writer [sn_hr_core_case.writer] role.
Child Cases
Lists child cases for the current case.
ER Cases for Involved Parties
Lists other ER cases for the involved parties of the ER case.
All Accommodation Records for User
Lists all approved accommodation requests for the involved
parties of the ER case.
Create an HR Service Delivery Employee Relations case using Agent Workspace

You can use HR Service Delivery Agent Workspace to create ER cases for
employees that wish to report misconduct or report a disciplinary issue.
914
Before you begin
Procedure
2. To create a new ER case, select the Add New icon.
3. Select HR Case.
4. Search for an employee or case number, or select the Skip verification link if
the subject person is external or wants to remain anonymous.
Field Description
COE The Center of Excellence associated

with the HR case you are creating.
Currently, Employee Relations Case is
the only COE available for ER cases.
Selecting a COE filters the choices for
HR service. See HR Centers of Excel
lence data model.
Note: You can also select an HR

service first and the associated
COE automatically populates.
HR Service After selecting Employee Relations
Case from the COE field, select one:
Note: You can use the Skip

verification feature when cre
ating a Report Misconduct
case. For more information,
see Using HR Service Delivery
Employee Relations.
Limit what HR services are available
to an employee by filtering:

915
Field Description
• COE selected.
• HR criteria for the Subject person
based on the HR service configura
tion.
Limit services filter on the Case Cre
ation Configuration form. If the HR
service field is empty, ensure that
you did not remove the Opened
for field.

not appear as a selection be
cause it only appears when cre
ating a parent case for child
bulk cases. Refer to Add or
modify bulk HR cases.
Opened for The person the ER case was opened
for. You can enter letters or numbers
to search for possible hits.
If the person wants to remain anony
mous or is outside of your company,
you can leave this field blank.
Subject person The person the ER case is about.
Work notes Details about the ER case.
Note: Interviews are under the

more tab.
6. Select Create case.

The case returns with a Case Timeline that provides a visual of all tasks and
key milestones and dates related to the case. The Case Timeline helps agents
visualize and navigate the key investigation activities on a case and quickly
understand the history and what still needs to be done. A Show Legend
drop-down also appears to show or hide the number of events scheduled or
conducted and the associated date.
• Interview event
• Involved part event: Shows the number of

916
Record types
The following record types can appear on the timeline with an
associated icon:
- Allegation
- Child case
- Corrective action
- Evidence
- Interview
- Involved party
- Task
Note: You can hover over each icon for additional

information. Some icons display a link that you can click to
go directly to that information.
Show legend

917
Select the Show legend drop-down to show all records that
appear on the timeline. Turning the button to the left shows all
related records on the timeline.
Below the Case Timeline are a number of tabs that you can provide
additional information about the case.
Note: Closed and completed events could still appear on the timeline,
but not necessarily in the related tabs.
The Related Items menu shows a series of tabs you can use to add information
about the ER case.
Involved Parties
People associated with the ER case. Involved parties can be
the complainant, subject of the allegation, a witness, or other
(undefined). For more information, see Create an involved parties
record for HR Service Delivery Employee Relations in the legacy UI
or Agent Workspace.
Allegations
Information that further defines an employee relations case. For
more information, see Create an allegation record for HR Service
Delivery Employee Relations in the legacy UI or Agent Workspace.
Interviews
Interview record for an involved party. For more information, see
Schedule an interview in HR Service Delivery Employee Relations
using the legacy UI.
Accommodations
Accommodation requests are from your employees requesting
changes related to their work situation. For more information, see
HR Service Delivery Employee Relations accommodations.
more
Select to view the following:
• Corrective Actions: Information about the resolution and any
associated corrective actions after an investigation related
to the ER case. For more information, see Create a corrective
action in HR Service Delivery Employee Relations in the legacy
UI or Agent Workspace.

918
• Attached Knowledge: List of knowledge articles attached to
the HR service type. For more information, see HR Knowledge
Management.
• Approvers: Lists employees that can approve changed
information or the case, state of approval, comments, and
associated dates. For more information, see Resubmit an HR
case for approval.
Note: To reject an approval, users should have the HR

case writer [sn_hr_core_case.writer] role.
• Child Cases: Lists child cases for the current case.
• ER Cases for Involved Parties: Lists other ER cases for the
involved parties of the ER case.
• Allegation Outcomes: Shows allegations and results.
Create an involved parties record for HR Service Delivery Employee Relations in

the legacy UI or Agent Workspace
Capture information about people associated with the ER case. Involved
parties can be the complainant, subject of the allegation, a witness, or other
(undefined).
Before you begin

Procedure
1. From the legacy UI, navigate to Employee Relations > Cases.
3. Scroll down to the related list and select the Involved Parties tab.
4. Select New.
5. From the HR Service Delivery Agent Workspace UI, navigate to HR Case
Management > HR Agent Workspace.

7. Select Other.
10. Select New.

919
Involved Party form
Field Description
HR case The HR employee relations case

number from the case you selected.
Type The type of involved party. Select:
• Complainant (the person or group
that makes a complaint).
• Subject of allegation
• Witness
• Other
Not in system Option for indicating the involved
party is not an employee of your
company.
Note: When you check this box,

the Name field replaces the
User field.
User The person who is the involved party.
Only appears when you don't check
the Not in system box.
Name The name of the involved party.
Only appears when you check the
Not in system box.

• If you select Save, the Interviews and Corrective Actions tabs appear.
For more information, see Schedule an interview in HR Service Delivery
Employee Relations using the legacy UI.
• Use the Corrective Actions tab to create and associate a corrective action
record with an involved party. For more information, see Create an involved
parties record for HR Service Delivery Employee Relations in the legacy UI or
Agent Workspace.

920
Create an allegation record for HR Service Delivery Employee Relations in the
legacy UI or Agent Workspace
Use Allegations to provide additional details for an ER case.
Before you begin

Procedure
3. Scroll down to the related list and select the Involved Parties tab.
4. Select New.

7. Select Other.
10. Select New.
Allegation form
Field Description
HR case The HR case number associated with

the allegation.
Allegation type The allegation type describing the
ER case. Allegation subtypes further
describe an allegation. Allegation
types are:
• Discrimination
• Fraud and Theft
• Harassment

921
Field Description
• Misconduct
• Retaliation
• Wage and Scheduling
Allegation subtype Further describes an allegation type.
Your choice of allegation subtype is
dependent on what you select for
allegation type.
Description Details about the allegation.

The Subjects of Allegation section
appears.
13. Click the Lookup using list icon and the Involved Parties list appears.
14. Click New to add an involved party to the allegation. Or, search for specific
names or type of involved party. For more information, see Create an involved
parties record for HR Service Delivery Employee Relations in the legacy UI or
Agent Workspace.
The Outcome field appears.

922
15. Click into the field and select an outcome from the list.
16. Click Update or Save.
Create a corrective action in HR Service Delivery Employee Relations in the

legacy UI or Agent Workspace
Create a corrective action record for an ER case.
Before you begin

Procedure
3. Scroll down to the related list and select the Corrective Actions tab.
4. Select New.

7. Select Other.
10. Select New.
Corrective Actions form
Field Description
Number The number identifying the

corrective action record. The system
automatically assigns the corrective
action numbers and you cannot
change it.
HR case The HR ER case number associated
with the corrective action.

923
Field Description
Note: If you access corrective

actions from an HR ER case, the
number automatically appears.
Involved party The person the corrective action is
for.
Click the Lookup using list icon

and select from the list.
Corrective action type The corrective action for this ER case.
Select from the list:
• Verbal warning
• Written warning
• Suspension
• Termination
Status The status of the corrective action.
• Draft
• Ready
• In progress
• Completed
Discussion date (yyyy-MM-dd) Select the date of the corrective
action discussion.
Discussion held by The lead user of the corrective action
discussion.
Click the Lookup using list icon

and search for the person who led
the discussion.
Also present Identifies other people that were part
of the discussion.
Click the Add me icon to add

yourself or the Unlock additional
parties icon to add yourself or

other people.

924
Field Description
Due date (yyyy-MM-dd HH:mm:ss) The date and time the corrective
action is complete.
Description Notes and information on the
corrective action meeting.
HR Service Delivery Employee Relations dashboards

The HR Service Delivery Employee Relations dashboards provides visual reports
that give you statistics on ER cases.
There are four (4) sections that provide information:
• Employee Relations Case Volume by Month
◦ A bar chart showing the number of ER cases per month and year. Click a
bar and the Employee Relations Cases list appears.
• Employee Relations Case Volume by Allegation Type
◦ A bar chart showing the number of ER cases by Allegation Subtype. Click a
bar and the Allegations list appears.
• Employee Relations Case Volume by Location
◦ Map showing the number of ER cases per geographic region. Click the
country and a detailed view appears.
• Employee Relations Case Volume by Department
◦ Shows the number of ER cases by company department. Click the image
and the Involved Parties list appears.

925
Employee Relations Performance Analytics Executive Overview
The HR Service Delivery Employee Relations (ER) Performance Analytics (PA)
dashboard provides you with historical trends, data comparisons.
You must activate the Performance Analytics - Content Pack - Human
Resources: Employee Relations Scoped App plugin.
The HR ER PA dashboard provides timely information for the following:
Executive overview
Provides data on trends or areas of concern that are emerging and require a
deeper analysis in order to create proactive strategies.

926
Case analysis
Provides case metrics and goals for ER agents and teams. Having this
information can also help your ER teams plan their workload based on volume
trends and the details on case data. This section provides:
• The number of open ER cases from the current time and date.
• The number of cases that have exceeded their Service Level Agreement
(SLA).
• The number of cases created for the week from the current time and date.
• The number of restricted ER cases created from the current time and date.
Investigation analysis
ER investigation leaders need to understand the quality of service in an ER
investigation and be able to identify trends beyond individual cases. Comparing
cases and trends in allegation data are important in this area. This section
provides:
• The number of ER cases by HR service. You can change how the data is
displayed using the Visualization list.
• The number of ER cases by geographical location.
• The number of ER cases by department. You can change how the data is
displayed using the Visualization list.

927
• The number for each allegation type for open cases. You can change how
the data is displayed using the Visualization list.
• Data trends by allegation type.
• The number of closed cases by allegation outcome.
Analytics and Reporting Solutions for Employee Relations

Analytics and Reporting Solutions contain prepackaged Performance Analytics
and Reporting content for use with other Now Platform products. This Analytics
and Reporting Solution provides you with historical trends and data comparisons
for Employee Relations to assess organizational performance.
Required roles
The following roles and tasks are associated with this Solution:
• Now Platform administrator (admin): Install and activate this Analytics and
Reporting Solution and make any necessary changes to system properties.
• Performance Analytics administrator (pa_admin): Review the indicators,
breakdowns, widgets, and dashboards. Set up and start data collection.
Share the dashboards with appropriate stakeholders.
• HR Service Delivery Employee Relations case reader (sn_hr_er.case_reader):
Grants access to read all HR ER cases and the Employee Relations Executive
Overview.
Related information
Analytics and Reporting Solutions
Activate the Analytics and Reporting Solution for Employee Relations

Activate the content pack plugins for the Analytics and Reporting Solution.
Before you begin

Activate the full, subscription version of Performance Analytics on the instance
where you are activating this Now Intelligence Solution. You can activate
Performance Analytics on a non-production instance without purchasing a
subscription. For more information, see Activate your Performance Analytics
subscription.
About this task

Activate the following plugins prior to activating the Performance Analytics
- Content Pack - Human Resources: Employe Relations Scoped App
[com.sn_hr_employee_relations_pa] plugin:

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Plugins for HR ER PA
Plugin Description
Human Resources Scoped App: Core Enables you to standardize the

[com.sn_hr_core] documentation, interaction, and
fulfillment of employee inquiries and
requests.
Note: Employee relations require

activation of this plugin, but is a
separate scope.
Performance Analytics - Content Measures key performance indicators
Pack - Human Resources Scoped App to track HR performance over time.
[com.sn_hr_pa]
Human Resources Scoped Enables you to easily manage
App: Employee Relations employee relations and investigations
[com.sn_hr_employee_relations] cases.
Procedure
1. Navigate to System Applications > All Applications > All.
2. Search for Human Resources Scoped App: Employee Relations
[com.sn_hr_employee_relations].
3. Install the application.

4.
Configure the Analytics and Reporting Solution for Employee Relations

Run diagnostics, review and customize components, and start collecting data.
Before you begin

A Now Platform administrator must have installed the content pack plugins or
ServiceNow Store application for this Analytics and Reporting Solution.
Role required: pa_admin
Procedure
1. Run all diagnostics on all records, as described in Performance Analytics
diagnostics.
These diagnostics can catch many mismatches between the configuration of
your Now Intelligence Solutions and your tables.

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2. Navigate to Performance Analytics > Administration Console.
3. Click the Dashboards link in the Explore and Manage tile.
4. Verify the names of the dashboards that have been installed with this
Analytics and Reporting Solution.
• Employee Relations Executive Overview
5. Open the Indicator Sources tab.
6. For each dashboard included in this Now Intelligence Solution:
a. Filter the indicator sources on the dashboard name.
Example
This screenshot shows the indicator sources filtered on the Self-Service
Analytics dashboard from the Employee Relations Executive Overview.
b. Review the facts table, conditions, and frequency of the indicator sources
compared to the data structure on your own instance.
Important: Pay particular attention to time stamp fields such as

Resolved or Created that are referenced in the Conditions field. You
may need to use different time stamp fields.
c. If necessary, open an indicator source and make corrections.
d. If you are editing an indicator source record, go to the Indicators related list
and review the Conditions field for each indicator.
Changing the indicator source can also affect the additional conditions on
the individual indicators.

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7. If you changed the time field stamps in any indicator sources, also change
any related Performance Analytics scripts.
For more information, see Update Performance Analytics scripts.
8. Open the Breakdown Sources tab.
9. For each dashboard included in this Now Intelligence Solution:
a. Filter the breakdown sources on the dashboard name.
b. Review the conditions on the breakdown source as described in Review the
breakdown sources.
10. Navigate to Performance Analytics > Jobs.
11. Set up and run the historical job for this Analytics and Reporting Solution,
ERCases.HistoricalDataCollection.
Follow the procedure in Run historical data collection for a Now Intelligence
Solution
12. Edit and activate the scheduled data collection job for this Analytics and
Reporting Solution, ERCases.DailyCollection.
Follow the procedure in Schedule data collection for a Now Intelligence
Solution.
Employee Relations Executive Overview dashboard

The Employee Relations Executive Overview dashboard provides you with high
level data on Employee Relations cases and detailed information on the types
of ER cases, locations, cases by HR service and department, and trends.

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Required Now Platform roles
• sn_hr_er.case_reader
Use cases
For examples of how different people in your organization would use this
dashboard, see these use cases.
User Dashboard use
Employee Relations employee or HR The dashboard provides:

leadership • A high-level overview of the current
ER case volume, status, and
distribution.
• An understanding of the top ER
case types and issues by different
employee populations.
• Identification of hot spots early so
they can be resolved quickly.
• An analysis of trends and
changes that can inform process
improvements and ER strategy.

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Indicators
ERCases.CorrectiveActions
Shows corrective actions taken for closed cases.
ERCases.AllegationTypes
Shows data for each allegation type on open ER cases.
ERCases.Restricted
The number of restricted ER cases.
ERCases.NewThisWeek
The number of ER cases created this week.
ERCases.Open
The total number of open ER cases.
ERCases.PastSLA
The number or ER cases that have past the Service Level
Agreement (SLA).
Breakdowns
• ERCases.AllegationTypes
• ERCases.CorrectiveActionTypes
• ERCases.HRService
• ERCases.Priority
• ERCases.State
Reports
Title Type Source table Description
Open cases by Employee Provides the

location Realtions Case number of open
[sn_hr_er_case] ER cases by
table geographical
location. This
data can help
you recognize
trends or you can
use it for data
comparisons.

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Title Type Source table Description
The location
represents the
location of the
Opened for users
at the time the
case was opened.
Labor unions
Use Labor Unions to define the details about unions within your company.
You can use labor union data to track employee union membership so you can
configure HR conditions and criteria to target content and workflows for these
employees.
Defining a union includes:
• Defining local chapters
• Identifying union contacts
• Setting up employee union members so you can track and automate
workflows and target content relevant to union representation
Setting up labor unions

Set up HR Service Delivery labor unions to define information about the labor
unions you support. You can associate an employee membership to a specific
union and union chapter.
To create a union structure, you must set up a Union first.
After setting up a Union, you can set up:
• Local chapters
• Employee membership
• Union contacts
Tables
The following tables are included:
• Labor Union [sn_hr_core_labor_union]
• Local Union Chapter [sn_hr_core_local_union_chapter]
• Labor Union Contact [sn_hr_core_labor_union_contact]
• Employee Union Membership
[sn_hr_core_employee_union_membership]

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Roles
The following roles are needed for access to Labor Unions records:
HR role title [name] Description Contains roles
HR profile reader The HR profile N/A

[sn_hr_core.profile_reader] reader role
can access
and read:
• Unions
• Union
Contacts
• Employee
Union
Membership
HR profile writer The HR profile • HR profile reader
[sn_hr_core.profile_reader] writer role can [sn_hr_core.profile_reader]
access and
read:
• Unions
• Union
Contacts
• Employee
Union
Membership
The HR profile
writer role can
also create
and edit
employee
union
memberships.
HR admin The HR admin • HR profile reader
[sn_hr_core.admin] role can [sn_hr_core.profile_reader]
access, read,
create, and • HR profile writer
edit: [sn_hr_core.profile_reader]

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HR role title [name] Description Contains roles
• Unions
• Local
Chapters
• Union
Contacts
• Employee
Union
Membership
• HR profile writer [sn_hr_core.profile_reader]

◦ The HR profile writer role contains the HR profile reader
role. It can access and read Unions, Union Contacts, and
Employee Union Membership. It can also edit Employee Union
Membership.
Create a labor union

Create a union with details that identify it.
Before you begin

Note: You must create a union before you can create local chapters and
union contacts.
Procedure
1. Navigate to HR Administration > Labor Unions > Unions.
Field Description
Union name The name that identifies the union.

Industry The industry the union represents.
Active Indicates that the union record is ac
tive and available for use.
Union description Text that describes the union.
Union URL The website URL of the union.

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3. Select Submit or Save.
If you select Save, the Local Union Chapters and Labor Union Contacts tabs
appear.
Note: For more information on Local Union Chapters, see Create a local
chapter. For more information on Labor Union Contacts, see Create
union contacts.
Create a local chapter

Use Local Chapters to set up and track the chapters of your union. Local
chapters are children to labor unions.
Before you begin

Procedure
1. HR Administration > Labor Unions > Local Chapters,
2. Select New.
Field Description
Name The name of the local union chapter.

Labor union The name of the labor union that the
local chapter belongs to.
Note: For more information, see

Create a labor union.
Active Indicates that the union local chap
ter record is active and available for
use.
Union chapter description A description of the local union
chapter.
Local chapter URL The website URL of the local union
chapter.

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If you select Save, the Labor Union Contacts and Employee Union
Memberships tabs appear.
Note: For more information on Labor Union Contacts, see Create union
contacts. For more information on Employee Union Memberships, see
Create employee union memberships.
Create union contacts

Use Union Contacts to create and track the people who work for a union or
local chapter organization.
Before you begin

Note: Creating a union contact does not create a user record.
Procedure
1. Navigate to HR Administration > Labor Unions > Union Contacts.
2. Select New.
Field Description
Contact name Name of the union contact.

Phone number Phone number of union contact.
Email Email address of union contact.
Labor union The labor union that the contact per
son is associated with.

Local union chapter The chapter of the labor union the
contact person is associated with.

Create a local chapter.
Labor union role The contact person's role within the
labor union.

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Using Labor Unions
After a labor union has been set up, you can associate employees with a labor
union.
Note: Associating a labor union with an employee is a reference to the

membership and not proof of actual membership.
There are a couple of methods to associate a labor union with an employee:

• From the employee's HR profile
Note: For more information, see Add or modify an HR profile.

• From the Employee Union Membership form
Note: For more information, see Create employee union memberships.
Create employee union memberships

Use Employee Union Membership to input and track your union employees.
Creating union memberships allows you to gain visibility into employee
membership through an HR profile and target content or tasks through HR
criteria.
Before you begin

Procedure
1. Navigate to HR Administration > Labor Unions > Employee Union Membership.
2. Select New.
Field Description
Employee The employee and member of a

union.
Selecting the Lookup using icon ( )

displays all employees with an HR
profile.

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Field Description
Note: There is an Employee

Union Membership tab on an
HR profile for employees that
are part of an employee union
membership. For more informa
tion, see Add or modify employ
ee union membership.
Labor union The labor union the employee is a
member of.

Local union chapter The local union chapter the employ
ee is a member of.

Create a local chapter.
Effective start date The date the employee became a
union member.
Effective end date The date the employee left the
union, if applicable.
Active Identifies if the employee is an active
union member.
Union steward Identifies if the employee is a union
steward.
Union job code The employee's job code within your
company.
HR Knowledge Management
HR knowledge management allows the enterprise HR department to provide
employees with a searchable knowledge base of HR policies, procedures, and
other articles. By sharing information with employees, HR can reduce the time
spent answering routine questions and enable employees to find answers that
are relevant to them.

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Note: Knowledge Management V3 is automatically enabled with
the Case and Knowledge Management application. If you want to
enable advanced features such as article versioning, you must activate
Knowledge Management Advanced.
HR knowledge bases
The Case and Knowledge Management application provides the following
preconfigured HR knowledge base:
• Human Resources General Knowledge
A knowledge administrator can create additional HR knowledge bases. Each

knowledge base can be assigned to a knowledge owner and managers, as well
as have unique workflows, user criteria, and category structures. See Create a
knowledge base for more information.
HR knowledge articles
Each knowledge base contains knowledge articles, which are organized into
categories and subcategories. For example, knowledge articles in the Human
Resources General Knowledge base are organized among six categories.
Knowledge contributors can create HR knowledge articles in a knowledge base.
• Create an HR knowledge article
You can also attach or link HR knowledge articles to an HR case or HR catalog

item.
• Attach knowledge articles to an HR case

• Link knowledge articles or managed documents to an HR catalog item

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HR knowledge blocks
You can use knowledge blocks with HR knowledge management to simplify
knowledge authoring for writers and knowledge consumption for readers.
Knowledge blocks are reusable pieces of content secured by user criteria
that you can add to knowledge articles in a knowledge base. The user criteria
controls which users can read or not read the block content in an article or
search, enabling users to more easily view content that is relevant to them.
• Knowledge blocks for HR knowledge management
Related information
Knowledge Management
Create an HR knowledge article

Create or modify a knowledge article within an HR knowledge base to share HR
information across your organization.
Before you begin

Role required: none. User must have contributor access to the knowledge base.
Procedure
1. Navigate to HR Administration > Knowledge Management > Create New
Article.
Knowledge form
Field Description
Number This field is automatically set to a

knowledge article number.
Knowledge base Name of the knowledge base.
Note: You can use an existing

or create a new HR knowledge
base. See Create a knowledge
base for more information.
Category Name of the knowledge category or
subcategory.

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Field Description
Note: You can use existing or

create categories to organize
the articles in the knowledge
base. Click the Lookup icon
to open the category picker,
where you can select, add, and
edit knowledge categories and
subcategories.
Valid to Date that the knowledge article
expires. After the valid to date, or if
the valid to field is empty, the article
does not appear in the search results.
Short description Description of the knowledge article.
Text Text of the knowledge article.
Article type Type of knowledge article: HTML or
Wiki.
Workflow This field is automatically set to the
publication state of the article, such
as Draft, Published, or Retired.
Source Task This field is automatically set to the
task record that the article was
created in response to, if applicable.
Attachment link Check box for enabling the
automatic download of
attachments. If selected, attached
files automatically download when
the user opens the article.
Note: Currently, this option is

not supported on the Employee
Service Center.
Display attachments Check box for enabling the display
of attachment. If selected, attached
files are displayed and accessible to
users at the bottom of the article.

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Field Description
Note: This option is contingent

upon adding one or more
attachments to the article. To
add or manage attachments,
click the paperclip icon in the
title bar.
3. Click Save or Update to create or update the article.

4. Click Publish to publish the article.
Note: Any additional steps required to publish the knowledge article,

such as approvals, depend on the publishing workflow for the knowledge
base. See Knowledge workflows for more information.
Attach knowledge articles to an HR case

Attach one or more knowledge articles 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.
Before you begin

Role required: hr_basic or hr_case_writer
Procedure
2. Open an HR case.
3. Click Related Search Results.

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The following options are displayed in a list:
• Knowledge Articles: Based on the short description of the HR case and
the user criteria that is associated with the knowledge base, relevant
knowledge articles are displayed in two tabs: 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.
• Similar Knowledge Articles: Based on the short description of the HR case,
user criteria associated with the knowledge base, auto-training of the Similar
Knowledge Articles for HR Case (ml_sn_sn_hr_core_global_case_to_articles)
solution definition, similar knowledge articles are displayed in the My Results
tab.
The Similar Knowledge Articles option narrows down and displays the
most relevant knowledge articles to resolve the HR case. This option is
displayed only when the Predictive Intelligence for Contextual Search plugin
is activated along with Human Resources Scoped App: Core plugin.
4. Review the list of suggested knowledge articles, and:
Option Description
Click the article title. After review

ing the article in the pop-up window,
Preview the article
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.

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Option Description
Note: When you attach an arti

cle, its text is copied to Addition
al comments. After you save the
case, it also appears in the At
tached Knowledge related list.
5. Click Save.
Create a knowledge article from an HR case

Create a knowledge article from an HR case. When an HR case is closed and
the Knowledge check box is selected on the HR case form, a draft knowledge
article is created that you can edit and publish for employees to reference.
Before you begin

An administrator must have enabled the creation of knowledge articles from HR
cases. See [[[ Enable creating a knowledge article from an HR case ]]] for more
information.
Role required: hr_case_writer. User must also have contributor access to the
knowledge base.
Procedure
2. Open an HR case.
3. On the HR case form, select the Knowledge check box.

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Note: If the Knowledge check box is not visible, you can add the field to
the form by right-clicking the form header and navigating to Configure >
Form Layout.
4. Close the HR case.
Results
A draft knowledge article is created. The following content is copied from the HR
case form the knowledge article form.
Field on HR case form Field on knowledge article form
Number Source
Short description Short description
Additional comments Article body
What to do next
To edit and publish the knowledge article, navigate to Knowledge > Articles >
Unpublished. For further details on the form fields, see Create an HR knowledge
article.
Knowledge blocks for HR knowledge management

You can use knowledge blocks with HR Service Delivery to simplify knowledge
authoring for writers and knowledge consumption for readers. Knowledge blocks
are reusable pieces of content secured by user criteria that you can add to
knowledge articles in a knowledge base. The user criteria controls which users
can read or not read the block content in an article or search, enabling users to
more easily view content that is relevant to them.
How to use knowledge blocks

To use knowledge blocks, a knowledge administrator or manager must enable
the knowledge blocks feature for each knowledge base in which the blocks will
be used.
• Enable knowledge blocks for each knowledge base
Knowledge contributors can create knowledge blocks and insert them into
articles in a knowledge base:
Note: Knowledge blocks are not supported in articles of type wiki.

947
• Create a knowledge block
• Add knowledge blocks to a knowledge article
• Preview a knowledge article with knowledge blocks by user or date
Knowledge block content can be read or not read in an article or search based
on user criteria set at the knowledge base and knowledge block level. See
Select user criteria for a knowledge block for more information.
Example: Holiday calendar with location-specific knowledge block

content
You are part of an enterprise HR organization that maintains a company
knowledge base. You want to create a holiday calendar so that employees
know which days of the year are company holidays. Since the company has
multiple locations and holiday dates vary based on where the employee is
located, there are several ways that you could create the knowledge article.
One way is that you could create a knowledge article for each location, with an
article for Location A, Location B, and so on.
• Pros: simplified consumption. Employees have a single article to search for and
read.
• Cons: more work for HR. HR has multiple articles to manage and update for
each location where the company has employees.
Another way is that you could create a single knowledge article that includes
sections for each location.
• Pros: simplified authoring. HR has a single article to manage and update.

• Cons: more work for employees. Employee must scroll through and disregard
extraneous content to find the section in the article that pertains to them.
With knowledge blocks, you can create a single knowledge article with
location-specific block content secured by user criteria. This approach helps to
reduce the workload for both HR and employees. As an HR agent, you have a
single article to manage and update. Employees have a single article to search
for and read, with the user criteria ensuring that they only view content that is
relevant to them.
If you are using a custom search or knowledge article viewer

If you are using a custom search or knowledge article viewer with your
application, you should integrate it with the appropriate knowledge or

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knowledge blocks API. (Integration is only necessary if you are using a custom
search or knowledge article viewer.)
• Integrating a custom search or knowledge article viewer with knowledge

blocks
To use knowledge blocks in your application, you must activate knowledge
blocks. For information on what components are installed with the feature, see
Components installed with knowledge blocks.
Note: Activating knowledge blocks automatically activates Knowledge

Management Advanced, which enables advanced features such as
article versioning. Knowledge blocks can be used with or without the article
versioning feature. To disable the feature, see Disable the article versioning
feature.
Related information
Knowledge blocks
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 in the 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, 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.

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Button Description
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
View Overview Dashboard

The Overview dashboard provides a graphical representation of HR cases.
Before you begin

About this task

By default, the Overview Dashboard shows the following reports:
• HR Cases Opened in the Last 6 Months by Topic Category: Provides a color
coded bar chart on the number of cases opened in the last six months by
type of Topic Category.
• Active HR Case Breakdown by Topic Category: Provides a bar chart color
coded by active HR cases and the HR agent assigned.
• Active HR Cases by Topic Category: A pie chart, color coded by active HR
cases by Topic Category.
• Active HR Cases Pivot Table by Topic Category: A spreadsheet that cross-
references the HR agent assigned to the HR case by Topic Category with
number of cases.

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reports and other widgets.
Procedure
1. Navigate to HR Dashboards & Reports > Overview.
Option Description
Click, highlight topics, and move to

Add content
If a menu icon appears when you

Save the chart as an image file
click the icon to export the chart to
an image file.
View 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.
Before you begin

About this task

By default, the following reports appear on the Manager Dashboard:
• Case Satisfaction Survey - 30 Day AVG: Evaluate the satisfaction of employees
with the handling of HR cases. This chart shows 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.

951
reports and other widgets. For example, an HR benefits administrator adds a
report to the Manager Dashboard that has the assignment and state of HR
cases in the Benefits category.
Procedure
1. Navigate to HR Dashboards & Reports > Manager Dashboard.
Option Description
Click, highlight topics, and move to

Add content
If a menu icon appears when you

Save the chart as an image file
click the icon to export the chart to
an image file.
View 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 ServiceNow 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 show the HR Case Dashboard, navigate to HR Dashboards & Reports > HR
Case Dashboard.
Features of the HR Case Dashboard

The HR Case Dashboard shows:
• 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 Topic Category.
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Run Reports
You can run reports to view and monitor the status of HR cases.
Before you begin

Role required: sn_hr_core.manager, sn_hr_core.admin, sn_hr_core.basic
About this task

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.
Procedure
1. 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.
2. Click the name of the report to run.
The report opens with the runtime options and the results.
• 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.
What to do next
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.
Related information
Getting started with reports
Available HR reports
Predefined HR reports are available in the HR Case Management > Reports list.

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Available reports
Report name Description Displays
Active HR Tabular view of all active cases. Number, Type, Category,

Cases State, Short description,
Opened by, Assignment
group, Assigned to
Active HR Pivot table view of all active Assigned to, Category
Cases Pivot cases.
Table by
Category
Active HR Tabular view of active Number, Priority, State, Short
Onboarding onboarding cases, grouped by description, Opened by,
Cases by Assigned to. Opened for, Assignment
Assigned To group, Assigned to
Active HR Tabular view of onboarding Number, Priority, State, Short
Onboarding tasks assigned to IT, for example, description, Assigned to,
IT Requests for computers and other office Location
equipment.
Active HR Tabular view of open HR tasks Number, Case, Priority, State,
Onboarding for active onboarding HR cases, Short description, Assignment
Tasks by grouped by Assigned to. group, Assigned to
Assigned To
Case Bar chart showing the averages Average Actual Value, Metric
Satisfaction over 30 days of responses to the
Survey - 30 HR case satisfaction survey.
Days AVG
Cases Count of unapproved HR cases Number
Awaiting or requests.
Approval
HR Case SLAs Bar chart showing the number Count, User, State
by Assigned of overdue cases by the
assigned user.
HR Case Bar chart showing the number Count, Elapsed time
SLAs by of cases by the elapsed time percentage
Elapsed Time percentage until the SLA is
Percentage breached.

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Available reports (continued)
Report name Description Displays
HR Case Bar chart showing the number Number of reassignments,

Transfer Rate of reassignments for an HR Category
agent by category for the last
six months.
HR Cases Bar chart of cases raised over Category, Count, Month
Opened Last the last month by HR case
Month by category.
Category
HR Cases Bar chart of cases raised over Category, Count
Opened This the current month by HR case
Month by category.
Category
HR Bar chart showing the number Location, Count
Onboarding of onboarding cases by
by Location location.
My HR Cases Pie chart of cases assigned Category, Count
by Category to you, where each slice
represents an HR case
category.
Number of Count of HR profile records. Number
HR Profiles
Open High Count of active high priority HR Number
Priority Cases cases
Open Count of active onboarding Number
Onboarding cases
cases
SLA Count of HR cases with a Number
Breached breached SLA
Unassigned List of HR cases not assigned to Number, Type, Category,
HR Cases any user. State, Short description,
Opened by, Assignment
group, Assigned to

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Related information
HR Administration
Evaluate HR survey responses

After you have collected responses to an HR survey, you can review the survey
responses and scorecard.
Before you begin

Role required: sn_hr_core.manager, or sn_hr_core.admin
About this task

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.
Procedure
1. Navigate to HR Administration > Surveys > HR Surveys.
2. Click the survey to evaluate responses.
3. 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 (ques Expand the metric group in the Met
tion) ric Results list.
Personalize the Metric Results list to in

clude the Created column, and add
a filter using the condition builder. For
View responses based on when the survey
example, to see all responses since
was taken
the beginning of the month, add this
condition: [Created] [at or after] [<se
lect date>]
If the survey was not submitted anonymously, you can see how users
answered and follow up if necessary.
4. To review the survey scorecard, click the View Scorecard related link and
perform any of the following tasks.

956
Task Action
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. Show re
sults in the following views: following
Display a different view for the scorecard views:
• Category Results
• Question Results
• Average Ratings
• History
Click the menu icon and select the
type of image file. After the file is gen
Save a chart as an image erated, click Download. The file is
downloaded to the download folder
of your browser.
Related information
HR surveys
Survey responses and results
View a survey scorecard
Satisfaction Survey Scorecard

You can modify the predefined HR satisfaction surveys to suit the needs of the
organization, and create HR surveys.
Before you begin

About this task

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:

957
• 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
Survey category results
To view details about a specific response, point to a colored bar, the number of
responses, and the percentage it represents displays.
Survey scorecard category results detail
HR Integrations
Integrate HR Service Delivery with: HR management systems to synchronize
employee profiles, to-dos, and other data; background check systems
to request background checks; e-signature systems to request electronic
signatures; and more.

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For select systems, preconfigured integrations are available to use. You can also
configure your own custom integration with third-party systems that use SOAP or
REST services.
Preconfigured integrations
HR Service Delivery provides preconfigured integrations for the following third-
party systems.
Third-party system Preconfigured integration
HR management system • Integrating with the SAP SuccessFactors service

Background check • Integrating with the First Advantage service
system
• Integrating with the Accurate Background service
• Integrating with the Sterling Talent Solutions
service
E-signature system • Integrating with the DocuSign service
• Integrating with the Adobe Sign service
Tax form management • Integrating with the CIC Plus service
system
Custom integrations
If a preconfigured integration is not available for a third-party system used by
your organization, you can set up your own custom integration.
• Custom third-party HR management system integrations

• Custom third-party background check system integrations
Integrating with an HR management system

The following video provides an overview of integrating HR Service Delivery
with a third-party HR management system. To set up the integration, you must
provide the source credentials for the third-party system, configure the inbound
integration, configure the outbound integration, and schedule the integrations
job.
The Integrating with HR Management Systems video provides an overview of
how to integrate HR Service Delivery with a third-party HR management system.
For the inbound integration, data is pulled from the third-party HR management
system to the HR tables in HR Service Delivery as follows.

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A schedule or an event triggered in the ServiceNow platform starts the process
of pulling data from the HR management system using the HR service mapping
configuration, which binds the source and web services. Credentials allow
access, so that the SOAP and REST services can retrieve the data. The data
is parsed and mapped using the HR schema mappings, and sent to the HR
staging tables. Finally, the data in the table is transformed via the HR transform
maps, and sent to the HR profile table in the platform.
How data is pulled for the inbound integration
For the outbound integration, data is pushed from the HR tables or HR service in
HR Service Delivery to the third-party HR management system as follows.

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A schedule or an event triggered in the ServiceNow platform starts the process
of pushing data from the HR tables or HR service. The HR web services transfer
the data to the HR external interface, which is another table in the ServiceNow
platform. The HR service mapping configuration binds the source and web
services. The HR outbound schema mappings map the data from the source
tables to the fields in the target system. Credentials provide access to that
system, and the data is incorporated into that system.
How data is pushed for the outbound integration
Integrating with a background check system

The following video provides an overview of integrating HR Service Delivery
with a third-party background check system. To set up the integration, you

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must provide the source credentials for the third-party system, configure the
integration, and add the background check packages. Once the integration
setup is complete, you can request background checks through the third-party
system.
The Integrating with Background Check Systems video provides an overview
of how to integrate HR Service Delivery with a third-party background check
system.
Once the integration setup is complete, HR agents from your organization
can request third-party background checks through the HR Service Delivery
application.
• Request a background check through a third-party background check

provider
Data is pushed between the HR service in HR Service Delivery and the third-party
background check system as follows.
An HR agent first creates a case to request the background check, and the
ServiceNow platform sends the request to the third-party system. That system
evaluates the request, updates it with the applicant ID and status, and sends
it back to the ServiceNow platform. The platform then creates a task for the
employee to sign up on the third-party site, and sends an email with a link to
the site’s portal. The employee clicks the link in the email and completes the
application on the site portal. The third-party system starts the background
check, and notifies the ServiceNow platform that the check is in progress. When
the background check is complete, the third-party system sends a notification
to the ServiceNow platform and the record is updated to include the status of
the background check, and a link to the details.

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How data is pushed between HR Service Delivery and the background check
system
Support and troubleshooting information

For information on HR Integrations support and troubleshooting, see the HR
Integrations FAQs [KB0678031] article in the HI Knowledge Base.
Note: There are scenarios that are not supported in the initial integration,
specifically when an employee is rehired or when an employee moves
from contingent to full time.
HR Integrations is automatically activated when you activate Case and
Knowledge Management. If it is not activated, you can manually activate
HR Integrations. For information on what components are installed with the
application, see Components installed with HR Integrations.
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.
Before you begin


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About this task
Human Resources Scoped App: Integrations allows you to integrate HR Service
Delivery with third-party systems.
Procedure

<plugin name>.
Components installed with HR Integrations

Several types of components install with the activation of the HR Integrations
plugin, including tables, user roles, and scheduled jobs.
Note: The Human Resources Scoped App: Integrations

[com.sn_hr_integrations] plugin activates the
sn_hr_integrations.min_admin_count system property [sys_properties.list].
This property prevents you from deleting your only HR Integrations admin
user by requiring a minimum number (default is two) of active users with this
role.
Roles installed
HR integrations Can access and • sn_hr_integrations.user

administrator configure the HR
Integrations application.

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[sn_hr_integrations.admin]
HR integrations user Can access and • None
[sn_hr_integrations.user] read data in the HR
Integrations application.
Assign HR Client Roles for Assigns HR roles for integration users daily.
Integration Users Sync
HR Integrations - External Retries data push to the third-party system
Interface Push Retry Job on a periodic basis.
HR Integrations-Accurate Gets background check order updates
Background Check Get Order for the Accurate integration on a periodic
Updates basis.
HR Integrations- Pushes existing to-dos to the SuccessFactors
PushExisitngTodosSF service on an on-demand basis.
HR Integrations-SuccessFactors Synchronizes data for the SuccessFactors
Sync integrations daily.
Tables installed
Table Description
HR Integrations Additional Inputs Table for additional inputs.

[sn_hr_integrations_additional_inputs]
Background Check Package Table for background
sn_hr_integrations_background_check_package] check packages.
HR Integrations Background Check Staging Staging table for
[sn_hr_integrations_background_check_staging] background checks.
HR Integrations Department Staging Staging table for

[sn_hr_integrations_dept_staging] departments.
HR Integrations External Interface Table for HR external

interfaces.
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Table Description
[sn_hr_integrations_external_interface]
HR Integrations Job Profile Staging table for job
[sn_hr_integrations_job_profile] profiles.
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
[sn_hr_integrations_outbound_schema_mapping] schema mappings.
HR Integrations Outbound Service Table for HR integration
[sn_hr_integrations_outbound_service] outbound services.
HR Integrations Outbound Service Trigger Table for outbound service

[sn_hr_integrations_outbound_service_trigger] trigger.
HR Integrations Schema Mapping Table for HR schema

[sn_hr_integrations_schema_mapping] mappings.
HR Integrations Service Table for HR integration

[sn_hr_integrations_service] services.
HR Integrations Service Job Tracker Table for service job

[sn_hr_integrations_service_job_tracker] trackers.
HR Integrations Service Mapping Table for HR service

[sn_hr_integrations_service_mapping] mappings.
HR Integrations Source Table for sources.

[sn_hr_integrations_source]
HR Integrations Source Properties Table for source properties.
[sn_hr_integrations_source_properties]
HR Integrations Source Version Table for source versions.
[sn_hr_integrations_source_version]

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Table Description
HR Integrations Staging Core HR integrations

[sn_hr_integrations_staging] staging table.
Note: All HR
integrations staging
tables should be an
extension of this core
table.
HR Integrations Worker Profile Staging table for worker
[sn_hr_integrations_worker_profile] profiles, effective worker
profiles, and future worker
profiles.
Integrating with the SAP SuccessFactors service

The preconfigured SAP SuccessFactors integration uses SOAP and REST services
to synchronize employee profiles and employee to-dos between HR Service
Delivery and the SAP SuccessFactors service. You can use the preconfigured
integration as-is or customize it to meet your needs.
SuccessFactors integration overview

The preconfigured SuccessFactors integration is set up to:
Pull employee profile data from SuccessFactors to HR Service Delivery
By default, the following data is pulled from the SuccessFactors
service:
• Departments
• Locations
• Job profiles
• Worker profiles
• Effective worker profiles
Synchronize employee to-dos between the two systems

You can also synchronize employee to-dos so that employees can
view and complete their to-dos from either system. This creates a
connected experience that directs employees to the system of
origin to complete their to-dos. For example, employees would
be able to view and complete their SuccessFactors to-dos in the
Employee Center.

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• For the inbound integration, the integration is configured to pull
new and updated to-dos, as well as existing to-dos. Existing to-dos
are all pulled to HR Service Delivery the first time the scheduled
job executes. Make sure to delete any existing job trackers before
scheduling the first pull.
• For the outbound integration, the integration is configured to
push new to-dos, as well as existing to-dos. For existing to-dos,
you must execute a one-time scheduled job to push them to the
SuccessFactors service.
SuccessFactors integration setup

To set up the SuccessFactors integration, you must provide the source
credentials, verify the inbound integration settings, and schedule the
integrations job.
Provide source credentials for the SuccessFactors service

Provide the source, SOAP, and REST credentials for the SuccessFactors service so
that it can be accessed for integration.
Before you begin

So the SuccessFactors service can be accessed for integration, you must
provide:
• SOAP and REST credentials, including the endpoint URL, user name, and
password
• Company ID
Role required: sn_hr_integrations.admin
Procedure
1. Navigate to HR Integrations > Sources.
2. Open the SuccessFactors record.
3. In the SOAP credentials related list, provide the SOAP credentials to use with
your integration.
Field Description
Endpoint URL Unique endpoint URL provided by the third-party

system.

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Field Description
Note:
• The default value is a placeholder URL only.
Make sure to replace it with the unique
endpoint URL that you get from your third-
party provider.
• Data that is transferred between the
customer instance and the third-party
system is secured through standard SSL.
For a secure connection, provide an
encrypted HTTPS link.
Inbound Username User name for inbound data pull.
Inbound Password Password for inbound user name.
Note: You must enter an explicit value for this

field. The value you enter is encrypted with
the key for the instance, so values imported
from other instances using XML files or update
sets do not work.
Outbound Username User name for outbound data push.
Outbound Password Password for outbound user name.

sets do not work.
4. In the REST credentials related list, provide the Basic authentication profile
credentials to use with your integration.
Important: In the corresponding HR REST service, you must provide the

unique endpoint URL that you get from your third-party provider.
a. In the Basic auth profile list field, click the Unlock icon.
b. Select the SuccessFactors OData API profile, and then click Preview and
open the record.

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c. In the Basic Auth Configuration form, provide the user name and password.
d. Click Update.
6. In the HR Integrations Additional Inputs related list, provide or verify the value
for each key.
• company_id
• sf_push_category: 57
Note: This is the designated category for all HR Service Delivery to-dos.
• sf_todo_state: 2
Note: This is the state of the to-dos that are open from HR Service
Delivery on the SuccessFactors service.
• sf_subjectId: ServiceNow
Note: This is to identify that the to-do task is a ServiceNow task.

7. In the HR integrations source properties related list, you can turn on or off the
following source properties.

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sn_hr_integrations.debug Enables the debug log to display

responses from the third-party system.
Turn on to troubleshoot and debug
the integration on an as-needed
basis.
• Type: true or false
• Location: Navigate to HR
Integrations > Logs to view the
development logs.
sn_hr_integrations.dryrun Enables a dry run of the integration,
where data is pulled into the staging
tables but not into the target tables.
Turn on to validate integration data
on an as-needed basis.
• Learn more: Perform a dry run for
an HR management system
sn_hr_integrations.enable_push (Outbound integration for HR
management systems only)
Enables data push to the third-
party system. Use with the
sn_hr_integrations.enable_auto_update
property.
What to do next
If you need to further configure the source credentials, see Configure source
credentials for an HR management system.
Verify integration for employee profiles

The integration to synchronize employee profiles is set up to pull employee
profile data (departments, locations, job profiles, worker profiles, and effective

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worker profiles) from the SuccessFactors service to HR Service Delivery. You can
verify the preconfigured settings and determine whether they meet your needs
or if further customization is required.
Before you begin

Procedure
1. Verify the HR service mappings, which map the HR integration services to the
HR web services.
a. Navigate to HR Integrations > HR Service Mapping.
b. Right-click the HR external source column and select Group By HR external

source.
c. For the SuccessFactors group, click the arrow to expand the list. For each
record, click the information icon to verify that the HR integration services
are correctly mapped to the appropriate HR web services for the inbound
integration.
Note: Make sure to provide the endpoint URL for the SuccessFactors
OData API record.
HR service mapping HR integration service HR web service
SuccessFactors - Departments SuccessFactors OData

Departments API
SuccessFactors - Effective Worker Profiles SuccessFactors
Effective Worker Profiles Compound Employee
Sync
SuccessFactors - Job Job Profiles SuccessFactors OData
Profiles API
SuccessFactors - Locations SuccessFactors OData
Locations API
SuccessFactors - Worker Worker Profiles SuccessFactors
Profiles Compound Employee
Sync
2. Verify the HR schema mappings.

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a. Navigate to HR Integrations > HR Schema Mapping.
b. Right-click the Source column and select Group By Source.
c. For the SuccessFactors group, click the arrow to expand the list. For
each record, click the information icon to verify that the data fields from
SuccessFactors are correctly mapped to the appropriate fields in the
staging tables.
3. Verify the 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 the appropriate target tables.
Staging table Target table
HR Integrations Department Staging Department [cmn_department]

[sn_hr_integrations_dept_staging]
HR Integrations Job Profile Job Profile [sn_hr_core_job_profile]
[sn_hr_integrations_job_profile]
HR Integrations Worker Profile HR Profile [sn_hr_core_profile]
[sn_hr_integrations_worker_profile]
HR Integrations Location Staging Location [cmn_location]
[sn_hr_integrations_loc_staging]
What to do next
If you need to further customize the inbound integration, see Configure inbound
integration for an HR management system.
Verify integration for employee to-dos

If you are synchronizing employee to-dos between HR Service Delivery and
SuccessFactors, the integration is set up to pull new, updated, and existing to-
dos and push new and existing to-dos between the two systems. You can verify
the preconfigured settings and determine whether they meet your needs or if
further customization is required.
Verify inbound integration for employee to-dos

For the inbound integration, the integration is set up to pull new, updated, and
existing to-dos to HR Service Delivery. Existing to-dos are all pulled to HR Service

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Delivery the first time the scheduled job executes. Make sure to delete any
existing job trackers before scheduling the first pull.
Before you begin

Procedure
1. Verify the HR service mappings, which map the HR integration services to the
HR web services.

source.
record, click the information icon to verify that the HR integration services
are correctly mapped to the appropriate HR web services for the inbound
integration.
OData API record.
HR service mapping HR integration service HR web service
SuccessFactors - Pull Pull Todos SuccessFactors OData

Todos API
SuccessFactors - Refresh Session Tokens Success Factors
Refresh Session Tokens Compound Employee
Sync

c. For the SuccessFactors group, click the arrow to expand the list. For
each record, click the information icon to verify that the data fields from
SuccessFactors are correctly mapped to the appropriate fields in the
staging tables.

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Pulled To-do Staging Pulled To-do

[sn_hr_integrations_todo_inbound_staging]
[sn_hr_integrations_todo_inbound]
To-do Mapping Staging To-do Mapping
[sn_hr_integrations_todo_outbound_staging]
[sn_hr_integrations_todo_outbound]
Verify outbound integration for employee to-dos

For the outbound integration, the integration is set up to push new to-dos. For
existing to-dos, you must execute a one-time scheduled job to push them to
the SuccessFactors service. For existing to-dos, you must execute a one-time
scheduled job to push them to the SuccessFactors service.
Before you begin

Procedure
1. Verify the HR service mappings, which map the HR integration outbound
services to the HR web services.

source.
record, click the information icon to verify that the HR integration outbound
services are correctly mapped to the appropriate HR web services for the
outbound integration.
OData API record.

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HR service mapping HR integration outbound service HR web service
SuccessFactors - Delete Delete Approval Todo SuccessFactors OData

Approval Todo API
SuccessFactors - Delete Delete CD Task Todo SuccessFactors OData
CD Task Todo API
SuccessFactors - Delete Delete HR Case Todo SuccessFactors OData
HR Case Todo API
SuccessFactors - Delete Delete HR Task Todo SuccessFactors OData
HR Task Todo API
SuccessFactors - Push Push Approval Todo SuccessFactors OData
Approval Todo API
SuccessFactors - Push Push CD Task Todo SuccessFactors OData
CD Task Todo API
SuccessFactors - Push Push HR Case Todo SuccessFactors OData
HR Case Todo API
SuccessFactors - Push Push HR Task Todo SuccessFactors OData
HR Task Todo API
2. Verify the HR outbound schema mappings.

a. Navigate to HR Integrations > HR Outbound Schema Mapping.
b. In the HR Integrations Outbound Schema Mapping list, click the information
icon for each SuccessFactors record to verify that the data fields from
the source tables are correctly mapped to the appropriate fields in
SuccessFactors.
Schedule integrations job for the SuccessFactors service

Schedule the integrations job to synchronize data between HR Service Delivery
and the SuccessFactors service on a daily, weekly, monthly, periodically, one-
time, or on-demand basis.
Before you begin

Navigate to HR Integrations > Sources, and open the SuccessFactors record. In
the HR integrations source properties related list, verify the source properties are
set as follows.

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Property Value
sn_hr_integrations.debug false
sn_hr_integrations.dryrun false
Procedure
1. Navigate to HR Integrations > HR Integrations Schedule Jobs.
2. Open one of the following records:
Option Description
Use this scheduled job to:

• Pull employee profile data
• Pull new, updated, and existing to-
dos
• Push new and updated to-dos
HR Integrations-SuccessFactors Sync
Note: Existing to-dos are all
pulled to HR Service Delivery
the first time the scheduled job
executes. Make sure to delete
any existing job trackers before
scheduling the first pull.
HR Integrations - One-Time Push of Existing Use this scheduled job to push existing
To-Dos to SuccessFactors to-dos to the SuccessFactors service.
Note: For jobs that run on a scheduled (daily, weekly, or monthly) basis,
make sure the Active check box is selected so that the integrations job is
activated.
Schedule Script Execution form
Field Description
Name Name of the integrations job.

Active Option to activate the integrations job for use.

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Field Description
Note: For jobs that run on a scheduled basis,

make sure that the box is selected so that the
integrations job is activated.
Run Frequency that the integrations job runs: daily,
weekly, monthly, periodically, once, or on
demand. For scheduled jobs, provide the
scheduled time and interval in the specified fields.
Integrations.
Conditional Option for enabling conditional jobs. If selected,

provide the condition to use in the Condition field.
Run this script Script to run.
4. Schedule or run the integrations job.

• To schedule the integrations job, click Submit or Update. The integration runs
according to the schedule.
• To immediately run the integrations job, click Execute Now.
What to do next
• To track jobs that are currently running, completed, or failed, navigate to HR
Integrations > Job Tracker.
• To perform dry runs, see Perform a dry run for an HR management system to
validate the data or troubleshoot and debug the integration.
Custom third-party HR management system integrations

If a preconfigured integration isn't available for the third-party HR management
system used by your organization, you can configure a custom integration with
HR Service Delivery to synchronize employee profiles, employee to-dos, and
other data between the two systems.
Custom integration setup

To set up the custom integration, you must configure the source credentials,
inbound integration, outbound integration, and scheduled job. Once the
integration is configured, you can synchronize data between HR Service Delivery
and the third-party HR management system.

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Note: If you are further customizing a preconfigured integration, follow the
integration tasks as applicable.
Configure source credentials for an HR management system

Configure the source credentials for the third-party HR management system so
that it can be accessed for integration. If needed, you can also configure the
source properties, additional inputs, and source versions.
Before you begin

So the third-party HR management system can be accessed for integration, you
must provide:
• SOAP or REST credentials, including the endpoint URL, user name, and
password
Procedure
Note: If you are using a preconfigured integration, open the applicable

record for editing.
HR Integrations Source form
Field Description
Name Name of the third-party system.

SOAP Option to enable the use of SOAP services. If you
are using SOAP services with your integration,
make sure the box is selected and provide the
SOAP credentials to use in the SOAP credentials
related list.
REST Option to enable the use of REST services. If you
are using REST services with your integration, make
sure the box is selected and provide the REST
credentials to use in the REST credentials related
list.

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Field Description
Active Option to activate the HR integrations source for

use.
Use session token Option to enable the use of session tokens.
Outbound push retry Number of times to retry the push if the job fails.
count
4. If you are using SOAP services with your integration, provide the credentials to
use in the SOAP credentials related list.
Field Description

system.
Note:
• If you are using a preconfigured
integration, the default value is a
placeholder URL only. Make sure to
replace it with the unique endpoint URL
that you get from your third-party provider.

sets do not work.

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Field Description

sets do not work.
5. If you are using REST services with your integration, provide the Basic
authentication profile credentials to use in the REST credentials related list. You
can:

Option Description
To create a new profile to use with

your integration:
a. In the Basic auth profile list field,
click the Unlock icon.
b. Click the Lookup button, and then
click New.
c. In the Basic Auth Configuration
Create a new Basic authentication profile
form, provide the profile name, user
name, and password.
d. Click Submit.
Note: In the corresponding HR

REST service, you must provide
the endpoint URL of the third-
party system.
To update an existing profile to use
with your integration:
Update an existing Basic authentication pro
file
b. Select the profile to update, and
then click Preview and open the
record.

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Option Description

form, provide the user name and
password.
d. Click Update.

party system.

sn_hr_integrations.debug Enables the debug log to display responses from

the third-party system. Turn on to troubleshoot and
debug the integration on an as-needed basis.
• Location: Navigate to HR Integrations > Logs to
view the development logs.
sn_hr_integrations.dryrun Enables a dry run of the integration, where data
is pulled into the staging tables but not into the
target tables. Turn on to validate integration data
on an as-needed basis.
• Learn more: Perform a dry run for an HR
management system
sn_hr_integrations.enable_auto_update
(Outbound integration for HR management
systems only) Enables automatic updates of
employee profile records in the third-party system.
Use with the sn_hr_integrations.enable_push
property.

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sn_hr_integrations.enable_push
(Outbound integration for HR management
systems only) Enables data push to
the third-party system. Use with the
sn_hr_integrations.enable_auto_update property.
8. If the third-party system requires additional information (for example, the

company ID, parent account, and so on), add the additional inputs as key
and value pairs in the HR Integrations Additional Inputs related list.
Note: Make sure to update the corresponding HR web services.

9. If different XPaths must be used with different versions of the third-party system,
add one or more source versions to be applied to the HR schema mappings in
the HR Integrations Source Versions related list.
Note: Make sure to update the corresponding HR schema mappings.
Configure inbound integration for an HR management system

Configure the inbound integration to pull data from the third-party HR
management system to the HR tables in HR Service Delivery. You must configure
the HR integration services, web services, service mappings, schema mappings,
and transform maps.

inbound integration tasks as applicable.
1. HR integration services
2. HR web services (SOAP or REST)
3. HR service mappings
4. HR schema mappings
5. HR transform maps
Configure HR integration services for an HR management system

Create or modify the HR integration services to define the staging tables that
data from the third-party HR management system will be pulled to.

983
Before you begin
If you need to create a new staging table, see Create a table . Make sure
that the staging table is an extension of the core HR Integrations Staging
[sn_hr_integrations_staging] table.
Procedure
1. Navigate to HR Integrations > HR Integration Service.
HR Integrations Service form
Field Description
Name Name of the HR integration service.

Staging Table Name of the staging table that data from the
third-party system is pulled to.
Note: The staging table must be an

extension of the core HR Integrations Staging
[sn_hr_integrations_staging] table.
Active Option to activate the HR integration service for
use.
Order Order number for when data is pulled. Lower
numbered data is pulled before higher numbered
data.
Configure SOAP services for an HR management system

If you are using SOAP services with your integration, create or modify
the appropriate HR web services to define the SOAP messages used to
communicate with the third-party HR management system for the inbound
integration.
Before you begin


984
About this task
You can use SOAP messages to communicate with the third-party system. For
example, the preconfigured SuccessFactors integration uses both SOAP and
REST services. See Outbound SOAP web service for more information.
Procedure
1. Navigate to HR Integrations > HR Web Services > HR SOAP Services.
SOAP Message form
Field Description
Name Name of the SOAP message.

WSDL URL for the Web Service Description Language
(WSDL) that describes the table schema and
available operations. This field appears when the
Download WSDL check box is selected.
Note: Data that is transferred between the

customer instance and the third-party system
is secured through standard SSL. For a secure
connection, provide an encrypted HTTPS link.
Download WSDL Option for enabling download of the WSDL.
• To download and use an online WSDL source,
select the Download WSDL check box, and then
enter the URL for the WSDL in the WSDL field.
• To enter the WSDL directly, clear the Download
WSDL check box, and then copy and paste the
WSDL XML into the WSDL XML field.
Use mutual Option for enabling mutual authentication. If
authentication selected, provide the credentials to use for mutual
authentication in the Protocol profile field.
Description Description of the SOAP message.
WSDL XML XML for the Web Service Description Language
available operations. Provide this information
when the Download WSDL check box is cleared.

985
Field Description

Integrations.
Accessible from This field is automatically set to This application

scope only.
Authentication type Authentication type of the SOAP message.
Note: If you are using SOAP services, set

the value to None. The integration uses the
credentials you provided when configuring
your source.

5. In the SOAP Message Functions related list, you can create new or modify
existing SOAP message functions.
See SOAP message functions for more information.
Note: Do not click Generate sample SOAP messages, as this overwrites

existing functions.
6. Click Update.
Configure REST services for an HR management system

If you are using REST services with your integration, create or modify the
appropriate HR web services to define the REST messages used to communicate
with the third-party HR management system for the inbound integration.
Before you begin

About this task

You can use REST messages to communicate with the third-party system. For
example, the preconfigured First Advantage integration uses REST services, while
the preconfigured SuccessFactors integration uses both SOAP and REST services.
See Outbound REST web service for more information.
Procedure
1. Navigate to HR Integrations > HR Web Services > HR REST Services.

986
REST Message form
Field Description
Name Name of the REST message.

Description Description of the REST message.
Endpoint Unique endpoint URL provided by the third-party
system.
Note:
Integrations.

scope only.

5. In the Authentication related list, fill in the fields on the form.
Field Description
Authentication type Authentication type of the REST message.
Note: If you are using REST services, set the

value to Basic. Provide the credentials to use
in the Basic auth profile field.
Basic auth profile Credentials for the REST message. Click the
Lookup icon to add or create your authentication
credentials. This field appears when Basic is
selected from Authentication type.

987
Field Description

authentication in the Mutual authentication profile
field.
6. Click Update.
Under the HTTP Methods section, several default HTTP methods are
automatically created using settings inherited from the REST message record.
Subsequent changes to the REST message record are not applied to the HTTP
methods automatically.
You can create additional HTTP methods or modify the default HTTP methods
to implement new behavior. See Define a REST message HTTP method for
more information.
Important: If you are using a preconfigured integration, the default

endpoint URL for each method is a placeholder value only. Make sure to
replace each value with the unique endpoint URL that you get from your
third-party provider.
Configure HR service mappings for an HR management system

Create or modify the HR service mappings to map the HR integration services to
the appropriate HR web services for the inbound integration.
Before you begin


988
Procedure
1. Navigate to HR Integrations > HR Service Mapping.
HR Integrations Service Mapping form
Field Description
Name Name of the HR service mapping.

Response content type Response content type of the HR service
mapping: XML or JSON.
HR external source Name of the third-party system.
HR service Select one of the following:
• (Outbound integration for HR management
systems only) If you are using an HR service, the
HR service to use with the HR service mapping.
Otherwise, provide an HR integration outbound
service to use in the HR integration outbound
service field.
• (Background check systems only) HR service to
use with the HR service mapping.
HR integration service (Inbound integration for HR management systems
only) HR integration service to use with the HR
service mapping.
HR integration outbound (Outbound integration for HR management
service systems only) If you are using an HR integration
outbound service, the HR integration outbound
service to use with the HR service mapping.
Otherwise, provide an HR service to use in the HR
service field.
Active Option to activate the HR integrations service
mapping for use.
Response root key Metadata from the third-party system. Provide
the XPath of the XML or the address of the JSON
pointing to the appropriate root node. The
children of the root node are recorded in the
associated staging table.

989
Field Description
Response total results Metadata from the third-party system. Provide

key the XPath of the XML or the address of the JSON
pointing to the total number of results in the XML or
JSON response.
Response has more Additional metadata from the third-party system.
data Provide the XPath of the XML or the address of
the JSON pointing to the appropriate root node.
The children of the root node are recorded in the
Response page results Metadata from the third-party system. Provide
pointing to the number of page results in the XML
or JSON response.
Response current page Metadata from the third-party system. Provide
pointing to the number of the current page in the
XML or JSON response.
Response total pages Metadata from the third-party system. Provide
pointing to the total number of pages in the XML
or JSON response.
Outbound request type Outbound request type of the HR service
mapping: SOAP or REST.
• If you are using SOAP web services, you should
have provided the credentials when configuring
your source.
• If you are using REST web services, you should
your HR web service. Alternatively, provide
the authentication type and profile in the
Authentication type and Basic auth profile fields.
SOAP or REST outbound SOAP or REST web service to use with the HR
service service mapping.
SOAP or REST outbound SOAP or REST web service function to use with the
service function HR service mapping. This function runs (except for
the first time) when data is pulled from or pushed
to the third-party system.

990
Field Description
SOAP or REST outbound SOAP or REST web service function to be used

service function all with the HR service mapping. This function runs the
first time that data is pulled from or pushed to the
third-party system.
Authentication type Authentication type of the REST web service.
This field appears when REST is selected from
Outbound request type.
Basic auth profile Basic auth profile of the REST web service.
This field appears when Basic is selected from
Authentication type.
Configure HR schema mappings for an HR management system

Create or modify the HR schema mappings to map the data fields from the
third-party HR management system to the appropriate fields in the staging
tables.
Before you begin

Procedure
1. Navigate to HR Integrations > HR Schema Mapping.
HR Integrations Schema Mapping form
Field Description
Source Name of the third-party system.

Source version Version of the third-party system, if applicable.
Service mapping Name of the HR service mapping.
Mandatory Option to enable a mandatory field value.

991
Field Description
• If selected, the value from the third-party system

cannot be null. If the record is null, then the
record it originates from is ignored and not
placed into the staging table.
• If cleared, then any field value from the third-
party system is accepted.
Use script Option to enable use of source scripts. If selected,
provide the source script to use in the Source
script field.
Staging Table Name of the staging table that the data from the
Staging table column Name of the column in the staging table that the
data from the third-party system is pulled to.
Type Value type of the column: XPath (variable),
constant, or JSON.
External Entity Column Value (XPath, constant, or JSON) to insert into the
Key corresponding column of the HR staging table.
• If the Type is set to XPath, then provide the
XPath so that HR Service Delivery can parse the
XML response, get the respective value, and
insert it into the corresponding column in the HR
staging table. For example, the preconfigured
SuccessFactors integration uses XPaths for data
being pulled into the HR Integrations Worker
Profile [sn_hr_integrations_work_profile] staging
table.
• If the Type is set to Constant, then provide the
text value so that HR Service Delivery can copy
it into the corresponding column in the HR
staging table.
• If the Type is set to JSON, then provide the
JSON path so that HR Service Delivery can
extract the JSON response, get the respective
value, and insert it into the corresponding
column in the HR staging table. For example,
the preconfigured SuccessFactors integration

992
Field Description
uses JSON for data being pulled into

the HR Integrations Department Staging
[sn_hr_integrations_dept_staging] table.
Configure HR transform maps for an HR management system

Create or modify the HR transform maps to map the staging tables from the
third-party HR management system to the appropriate target tables.
Before you begin

Procedure
1. Navigate to HR Integrations > HR Transform Maps.
Table Transform Map form
Field Description
Name Name of the HR transform map.

Source table Name of the staging table.
Active Option to activate the transform map for use.
Run business rules Option to enable business rules to run.
Enforce mandatory Enforcement type for the fields: no mandatory
fields fields, only mapped fields, or all fields.
Copy empty fields Option to enable copying of empty fields.
Create new record on Option to create a new record on empty
empty coalesce fields coalesce fields.
Integrations.
Created This field is automatically set to the date of

creation.
Target table Name of the target table.

993
Field Description
Order Order number for when transform maps are

applied. Lower numbered transform maps are
applied before higher numbered transform maps.
Run script Option to enable scripts to run. If selected, provide
the script to run in the Script field.

5. In the Field Maps related list, create one or more field mappings to map fields
from the staging table to the appropriate fields in the target table.
Field Map form
Field Description
Map Name of the HR transform map.

Source table Name of the HR staging table.
Source field Name of the field in the HR staging table.
Use source script Option to enable use of source scripts.
Integrations.
Target table Name of the HR target table.

Target field Name of the field in the HR target table.
Coalesce Option to enable coalesces.
c. Right-click the form header and click Save.

6. In the Transform Scripts related list, create one or more transform scripts.

994
Transform Script form
Field Description
When When the transform script is run: onAfter,

onBefore, onChoiceCreate, onComplete,
onForeignInsert, onReject, onStart.
Integrations.
Active Option to activate the transform script for use.

Order Order number for when transform scripts are
applied. Lower numbered transform scripts are
applied before higher numbered transform
scripts.
Script Function of the transform script.
Configure outbound integration for an HR management system

Configure the outbound integration to push data from the HR tables or HR
service in HR Service Delivery to the third-party HR management system.
Depending on whether data is pushed from the HR tables or HR service, you
must configure the HR integration outbound services or HR service, web services,
service mappings, and outbound schema mappings.

outbound integration tasks as applicable.
Push data from HR tables Push data from HR service
1. HR integration outbound services 1. HR service. See Configure an HR

2. HR web services (SOAP or REST) service for more information.
3. HR service mappings 2. HR web services (SOAP or REST)
4. HR outbound schema mappings 3. HR service mappings

4. HR outbound schema mappings

995
Configure HR integration outbound services for an HR management system
Create or modify the HR integration outbound services to define the source
tables that data from HR Service Delivery will be pushed from.
Before you begin

Note: If you are using an HR service to directly update the third-party HR
management system, you need to configure the appropriate HR service
instead. See Configure an HR service for more information.
Procedure
1. Navigate to HR Integrations > HR Integration Outbound Service.
HR Integrations Outbound Service form
Field Description
Active Option to activate the HR integration outbound

service for use.
Name Name of the HR integration outbound service.
Source Table Name of the source table that data is pushed
from.

5. If the source table is the HR Profile [sn_hr_core_profile] or User [sys_user] table,
create one or more triggers for the HR integration outbound service in the HR
Integrations Outbound Services Trigger related list.
HR Integrations Outbound Service Trigger form
Field Description
HR integrations Name of the HR integrations outbound service.

outbound service

996
Field Description
Trigger source Name of the trigger source.

Trigger condition The conditions, which, if fulfilled, causes the HR
integrations outbound service to be triggered.
Conditions are built with the condition builder.
Integrations.
Configure SOAP services for an HR management system

communicate with the third-party HR management system for the outbound
integration.
Before you begin

About this task

Procedure
SOAP Message form
Field Description


997
Field Description

Integrations.

scope only.

your source.


998
existing functions.
6. Click Update.
Configure REST services for an HR management system

with the third-party HR management system for the outbound integration.
Before you begin

About this task

Procedure
REST Message form
Field Description

system.

999
Field Description
Note:
Integrations.

scope only.

Field Description

field.
6. Click Update.

1000
more information.

Configure a scripted REST API for an HR management system

If your integration requires it, you can build a scripted REST API so that the third-
party HR management system can push data to HR Service Delivery.
Before you begin

About this task

You can build a scripted REST API so that the third-party system can push data to
HR Service Delivery. See Scripted REST APIs for more information.
Procedure
1. Navigate to HR Integrations > HR Web Services > HR Scripted REST APIs.

1001
Scripted REST Service form
Field Description
Name Name of the scripted REST service.

API ID This field is automatically set based on the name
of the scripted REST service.
Protection policy
Integrations.
API namespace This field is automatically set to sn_hr_integrations.

After you create the API, configure the service as needed. See Create a
Scripted REST API for more information.
Configure HR service mappings for an HR management system

Create or modify the HR service mappings to map the HR integration outbound
services or HR services to the appropriate HR web services for the outbound
integration.
Before you begin

Procedure
Field Description


1002
Field Description

service field.
service mapping.
service field.
mapping for use.
JSON response.
or JSON response.

1003
Field Description

or JSON response.
your source.
third-party system.

1004
Configure HR outbound schema mappings for an HR management system
Create or modify the HR outbound schema mappings to map the data fields
from the source tables to the appropriate target fields in the third-party HR
management system.
Before you begin

Procedure
1. Navigate to HR Integrations > HR Outbound Schema Mapping.
HR Integrations Outbound Schema Mapping form
Field Description

Source table Name of the source table that data is pushed
from.
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
system.
Mandatory Option to indicate that the data is mandatory for
integration.
Use source script Option to enable use of source scripts. If selected,
script field.
Configure the integrations job for an HR management system

Configure the integrations job to synchronize data between HR Service Delivery
and the third-party HR management system on a scheduled or on-demand
basis. You can also perform dry runs to validate data or troubleshoot and debug
the integration on an as-needed basis.

1005
Schedule the integrations job for an HR management system
Schedule the integrations job to synchronize data between HR Service Delivery
and the third-party HR management system on a daily, weekly, monthly,
periodically, one-time, or on-demand basis.
Before you begin

Procedure

record.
Note: For jobs that run on a scheduled (daily, weekly, or monthly) basis,
make sure the Active check box is selected so that the integrations job is
activated.
Field Description

Note: For jobs that run on a scheduled basis,

make sure that the box is selected so that the
integrations job is activated.
scheduled time and interval in the specified fields.
Integrations.

4. Schedule or run the integrations job.

1006
• To schedule the integrations job, click Submit or Update. The integration runs
according to the schedule.
• To immediately run the integrations job, click Execute Now.
What to do next
• To track jobs that are currently running, completed, or failed, navigate to HR
Integrations > Job Tracker.
• To view data that is scheduled for pushing to the third-party system, navigate
to HR Integrations > HR External Interface.
Perform a dry run for an HR management system

Perform dry runs to validate the data or troubleshoot and debug the integration
on an as-needed basis. Dry runs pull data into the staging tables but not into the
target tables.
Before you begin

Navigate to HR Integrations > Sources, and open the applicable record. In the
HR integrations source properties related list, verify the source properties are set
as follows.
Property Value
sn_hr_integrations.debug true
sn_hr_integrations.dryrun true
Procedure

record.
3. Fill in the fields on the form, making sure the Active check box is cleared for
the dry run.
Note: For dry runs, make sure the Active field is cleared so that the data
is pulled into the staging tables but not into the target tables.

1007
Field Description

Note: For dry runs, make sure that the box is

cleared.
scheduled time/interval in the specified fields.
Integrations.

What to do next
To view the logs, navigate to HR Integrations > Logs.
Integrating with the First Advantage service

The preconfigured First Advantage integration uses SOAP services to request
background checks through the First Advantage service. You can use the
preconfigured integration as-is or customize it to meet your needs.
First Advantage integration overview

The First Advantage integration is configured to request background checks as
follows.
• The HR agent creates a case to request a background check through the First
Advantage service.
• The First Advantage service evaluates the request to:
◦ Update the case with the background check applicant ID and status.
◦ Create a task, as well as send an email, for the employee to sign up and
complete a background check application through the First Advantage
website.

1008
• Once the employee completes the task, the First Advantage service performs
the background check.
• When the background check is complete, the First Advantage service
updates the case with the background check status and details.
First Advantage integration setup

To set up the First Advantage integration, you must provide the source
credentials, verify the integration settings, and add the appropriate background
check packages. Once the integration is complete, you can request
background checks through the First Advantage service.
Provide source credentials for the First Advantage service

Provide the source and SOAP credentials for the First Advantage service so that
it can be accessed for integration.
Before you begin

So the First Advantage service can be accessed for integration, you must
provide:
• SOAP credentials, including the endpoint URL, user name, and password
• Parent account
• Account
• Requestor email address
Procedure
2. Open the First Advantage record.
3. In the SOAP credentials related list, provide the SOAP credentials to use with
your integration.
Field Description

system.

1009
Field Description
Note:
• The default value is a placeholder URL only.
Make sure to replace it with the unique
endpoint URL that you get from your third-
party provider.

sets do not work.

sets do not work.

5. In the HR Integrations Additional Inputs related list, provide the value for each
key.
• parent_account
• account
• requestor_email_address

1010

basis.
development logs.
What to do next
credentials for a background check system.
Verify integration for the First Advantage service

The integration is configured to push background check data between the HR
service in HR Service Delivery and the First Advantage service. You can verify the
preconfigured settings and determine whether they meet your needs or if further
customization is required.
Before you begin

Procedure
1. Verify the HR service mapping, which maps the HR service to the HR web
service.

source.
c. For the First Advantage group, click the arrow to expand the list. For each
record, click the information icon to verify that the HR service is correctly
mapped to the appropriate HR web service.

1011
HR service mapping HR service HR web service
First Advantage - Request Background First Advantage Web

Request Background Check by First Service
Check by First Advantage
Advantage

b. Right-click the Source Table column and select Group By Source Table.
c. For the HR Talent Management Case
[sn_hr_core_case_talent_management] group, click the arrow to expand
the list. Click the information icon for each First Advantage record to verify
that the data fields from the source tables are correctly mapped to the
appropriate fields in First Advantage.
c. For the First Advantage group, click the arrow to expand the list. For each
record, click the information icon to verify that the data fields from First
Advantage are correctly mapped to the appropriate fields in the staging
tables.
HR Integrations HR Talent Management Case

Background Check Staging [sn_hr_core_case_talent_management]
[sn_hr_integrations_background_check_staging]
What to do next
If you need to further customize the integration, see Configure integration for a
background check system.

1012
Add background check packages for the First Advantage service
Add one or more background check packages to your instance so they can
be accessed when a request for a background check by First Advantage is
made. For example, you can add a package for a background check only and
a package for both a background check and drug screening.
Before you begin

A background check package is a set of activities that are defined by the third-
party system to be included in a background check. You can have a package
for a background check only, a package for both a background check and
drug screening, and so on. For each background check package, you must
provide:
• Package ID
• Package name
• Package description
Procedure
1. Navigate to HR Integrations > Background Check Package.
Background Check Package form
Field Description
Package ID ID of the background check package.

Package name Name of the background check package.
Description Description of the background check package.
Source Name of the third-party background check
system.
What to do next
If you have more background check packages to add, repeat the process.
If you want to set a background check package to appear as the default
package in the HR service form, see Configure background check packages for
a background check system. Otherwise, the integration setup is complete.

1013
Integrating with the Accurate Background service
The preconfigured Accurate Background integration uses REST services to
request background checks through the Accurate Background service. You can
use the preconfigured integration as-is or customize it to meet your needs.
Accurate integration overview

The Accurate integration is configured to request background checks as follows.
• The HR agent creates a case to request a background check through the

Accurate service.
• The Accurate service evaluates the request to:
◦ Update the case with the background check applicant ID and status.
◦ Send an email to the employee with a link to sign up and complete a
background check application through the Accurate website.
• Once the employee completes the background check application, the
Accurate service performs the background check.
• When the background check is complete, the Accurate service will update
the case with the background check status and details.
Accurate integration setup

To set up the Accurate integration, you must provide the source credentials,
verify the integration settings, and add the appropriate background check
packages. Once the integration is complete, you can request background
checks through the Accurate service.
Provide source credentials for the Accurate service

Provide the source and REST credentials for the Accurate service so that it can
be accessed for integration.
Before you begin

So the Accurate service can be accessed for integration, you must provide:
• REST credentials, including the endpoint URL, user name, and password
Procedure
2. Open the Accurate Background Check record.

1014
3. In the REST credentials related list, provide the Basic authentication profile
credentials to use with your integration.

a. In the Basic auth profile list field, click the Unlock icon.
b. Select the Accurate BG Check Credentials profile, and then click Preview
and open the record.
c. In the Basic Auth Configuration form, provide the user name and password.
d. Click Update.


1015

basis.
development logs.
What to do next
Verify integration for the Accurate service

The integration is configured to push background check data between the
HR service in HR Service Delivery and the Accurate service. You can verify the
Before you begin

Procedure
1. Verify the HR service mappings, which maps the HR service or HR integration
outbound services to the HR web services.

source.
c. For the Accurate group, click the arrow to expand the list. For each record,
click the information icon to verify that the HR service or HR integration
outbound services are correctly mapped to the appropriate HR web
services.
Note: Make sure to verify the endpoint URL for the Accurate
Background Check API record.

1016
HR service or HR integration
HR service mapping HR web service
outbound service
Accurate Background Accurate Background Accurate Background

Check - Accurate Check - Get Order Check API
Background Check - Updates
Get Order Updates
Check - Accurate Check - Get Report Check API
Background Check - Data
Get Report Data
Check - Accurate Check - Place Order Check API
Background Check -
Place Order
Accurate Background Request Background Accurate Background
Check - Request Check by Accurate Check API
Background Check by
Accurate

the list. Click the information icon for each Accurate record to verify that the
data fields from the source tables are correctly mapped to the appropriate
fields in Accurate.
c. For the Accurate group, click the arrow to expand the list. For each record,
click the information icon to verify that the data fields from Accurate are
correctly mapped to the appropriate fields in the staging tables.

1017

What to do next
Add background check packages for the Accurate service

be accessed when a request for a background check by Accurate is made.
For example, you can add a package for a background check only and a
package for both a background check and drug screening.
Before you begin

provide:
• Package ID
• Package name
Procedure

1018
Field Description

system.
What to do next
Integrating with the Sterling Talent Solutions service

The preconfigured Sterling Talent Solutions integration uses REST services to
request background checks through the Sterling service. You can use the
preconfigured integration as-is or customize it to meet your needs.
Sterling integration overview

The Sterling integration is configured to request background checks as follows.
• The HR agent creates a case to request a background check through the

Sterling service.
• The Sterling service evaluates the request to:
◦ Update the case with the background check order ID.
◦ Send an email to the employee with a link to sign up and complete a
background check application through the Sterling website.
• Once the employee completes the background check application, the
Sterling service performs the background check.
• When the background check is complete, the Sterling service will update the
case with the background check status and details.

1019
Sterling integration setup
To set up the Sterling integration, you must provide the source credentials, verify
the integration settings, and add the appropriate background check packages.
Once the integration is complete, you can request background checks through
the Sterling service.
Provide source credentials for the Sterling service

Provide the source and REST credentials for the Sterling service so that it can be
accessed for integration.
Before you begin

So the Sterling service can be accessed for integration, you must provide:
• REST credentials, including the endpoint URL

• user_id
• client_reference_id
• integration_id
• password
• account
Procedure
2. Open the Sterling Background Check record.
3. In the REST credentials related list, do not provide the credentials to use
with your integration. Instead, you must provide those credentials in the HR
Integrations Additional Inputs related list.

5. In the HR Integrations Additional Inputs related list, provide the value for each
key.
• user_id
• client_reference_id
• integration_id

1020
• password
• account
6. In the HR integrations source properties related list, you can add the following
source property.

basis.
development logs.
What to do next
Verify integration for the Sterling service

The integration is configured to push background check data between the
HR service in HR Service Delivery and the Sterling service. You can verify the
Before you begin

Procedure
1. Verify the HR service mappings, which maps the HR service to the HR web
service.

source.

1021
c. For the Sterling group, click the arrow to expand the list. For each record,
click the information icon to verify that the HR service is correctly mapped to
the appropriate HR web service.
Note: Make sure to provide the endpoint URL for the Sterling
Background Check API record.
HR service mapping HR service HR web service
Sterling Background Request Background Sterling Background

Check - Request Check by Sterling Check API
Background Check by
Sterling

the list. Click the information icon for each Sterling record to verify that the
data fields from the source tables are correctly mapped to the appropriate
fields in Sterling.
c. For the Sterling group, click the arrow to expand the list. For each record,
click the information icon to verify that the data fields from Sterling are
correctly mapped to the appropriate fields in the staging tables.

1022

What to do next
Add background check packages for the Sterling service

be accessed when a request for a background check by Sterling is made.
For example, you can add a package for a background check only and a
package for both a background check and drug screening.
Before you begin

provide:
• Package ID
• Package name
Procedure

1023
Field Description

system.
What to do next
Custom third-party background check system integrations

If a preconfigured integration isn't available for the third-party background
check system used by your organization, you can configure your own custom
integration with HR Service Delivery
Custom integration setup

To set up the custom integration, you must configure the source credentials,
integration settings, and background check packages. Once the integration
is configured, HR agents from your organization can request third-party
background checks through the HR Service Delivery application.

Configure source credentials for a background check system

Configure the source credentials for the third-party background check system
so that it can be accessed for integration. If needed, you can also configure the
source properties, additional inputs, and source versions.
Before you begin

So the third-party background check system can be accessed for integration,
you must provide:

1024
• SOAP or REST credentials, including the endpoint URL, user name, and
password
Procedure

record for editing.
HR Integrations Source form
Field Description
Name Name of the third-party system.

SOAP Option to enable the use of SOAP services. If you
are using SOAP services with your integration,
make sure the box is selected and provide the
SOAP credentials to use in the SOAP credentials
related list.
REST Option to enable the use of REST services. If you
are using REST services with your integration, make
sure the box is selected and provide the REST
credentials to use in the REST credentials related
list.
Active Option to activate the HR integrations source for
use.
Use session token Option to enable the use of session tokens.
Outbound push retry Number of times to retry the push if the job fails.
count
4. If you are using SOAP services with your integration, provide the credentials to
use in the SOAP credentials related list.

1025
Field Description

system.
Note:

sets do not work.

sets do not work.
5. If you are using REST services with your integration, provide the Basic
authentication profile credentials to use in the REST credentials related list. You
can:


1026
Option Description
To create a new profile to use with

your integration:
b. Click the Lookup button, and then
click New.
Create a new Basic authentication profile
form, provide the profile name, user
name, and password.
d. Click Submit.

party system.
To update an existing profile to use
with your integration:
b. Select the profile to update, and
then click Preview and open the
record.
Update an existing Basic authentication pro
file
form, provide the user name and
password.
d. Click Update.

party system.


1027

basis.
development logs.
8. If the third-party system requires additional information (for example, the

company ID, parent account, and so on), add the additional inputs as key
and value pairs in the HR Integrations Additional Inputs related list.
Note: Make sure to update the corresponding HR web services.

9. If different XPaths must be used with different versions of the third-party system,
add one or more source versions to be applied to the HR schema mappings in
the HR Integrations Source Versions related list.
Note: Make sure to update the corresponding HR schema mappings.
Configure integration for a background check system

Configure the integration to push background check data between the HR
service in HR Service Delivery and the third-party background check system.
You must configure the HR service, web services, service mappings, outbound
schema mappings, schema mappings, and transform maps.

1. HR service
2. HR web services (SOAP or REST)
3. HR service mappings
4. HR outbound schema mappings
5. HR schema mappings
6. HR transform maps

1028
Configure an HR service for a background check system
Create an HR service to request background checks through the third-party
background check system. You must also create an accompanying HR case
template and update the related business rule.
Before you begin

Procedure
1. Create an HR service for the third-party background check system.
b. Click New.
c. In the HR Service form, provide the following field values to create an HR

service in the appropriate topic detail, category, and COE.
HR Service form
Field Value
HR service name <Name of the HR service>
Note: For example, the HR

service for the preconfigured
First Advantage integration is
named Request Background
Check by First Advantage.
Value This field is automatically set to the
name of the HR service.
Topic detail Background Check
Topic category This field will automatically set to
Talent Acquisition when you set the
Topic detail to Background Check.
COE This field will automatically set
to HR Talent Management Case
[sn_hr_core_case_talent_management]
when you set the Topic detail to
Background Check.

1029
d. Fill in the other fields on the form, as appropriate.
For further details on creating an HR service, see Configure an HR service.
e. Right-click the form header and click Save.

2. Create an accompanying HR case template.
a. In the Template field, click the Lookup icon.
b. In the HR Templates list, click New to create a new HR case template.
c. Fill in the fields on the form, as appropriate.

For further details on creating an HR case template, see Configure an HR
case template.
d. Click Submit.
e. On the HR Service form, click Update.

3. Update the related business rule.
a. Navigate to System Definition > Business Rules.
b. Open the Push Background Request to Ext Interface record.
c. In the When to run related list, under the Filter Conditions section, click OR to
add another condition.

1030
d. Add the following condition: [HR service] [is] [<Name of HR service>].
Note: When defining conditions like case sensitivity or null values, see
e. Click Update.
Configure SOAP services for a background check system

communicate with the third-party background system.
Before you begin


1031
About this task
Procedure
SOAP Message form
Field Description



1032
Field Description

Integrations.

scope only.

your source.


existing functions.
6. Click Update.
Configure REST services for a background check system

with the third-party background system.
Before you begin

About this task

Procedure

1033
REST Message form
Field Description

system.
Note:
Integrations.

scope only.

Field Description


1034
Field Description

field.
6. Click Update.
more information.

Configure a scripted REST API for a background check system

If your integration requires it, you can build a scripted REST API so that the third-
party background check system can push data to HR Service Delivery.
Before you begin


1035
About this task
You can build a scripted REST API so that the third-party system can push data to
HR Service Delivery. See Scripted REST APIs for more information.
Procedure
1. Navigate to HR Integrations > HR Web Services > HR Scripted REST APIs.
Scripted REST Service form
Field Description
Name Name of the scripted REST service.

API ID This field is automatically set based on the name
of the scripted REST service.
Protection policy
Integrations.
API namespace This field is automatically set to sn_hr_integrations.

After you create the API, configure the service as needed. See Create a
Scripted REST API for more information.
Configure HR service mappings for a background check system

Create or modify the HR service mappings to map the HR services to the
appropriate HR web services.
Before you begin

Procedure

1036
Field Description

service field.
service mapping.
service field.
mapping for use.
JSON response.

1037
Field Description

or JSON response.
or JSON response.
your source.
third-party system.

1038
Field Description

Configure HR outbound schema mappings for a background check system

Create or modify the HR outbound schema mappings to map the data
fields from the source tables to the appropriate target fields in the third-party
Before you begin

Procedure
1. Navigate to HR Integrations > HR Outbound Schema Mapping.
HR Integrations Outbound Schema Mapping form
Field Description

Source table Name of the source table that data is pushed
from.
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
system.
Mandatory Option to indicate that the data is mandatory for
integration.

1039
Field Description
Use source script Option to enable use of source scripts. If selected,

script field.
Configure HR schema mappings for a background check system

Create or modify the HR schema mappings to map the data fields from the
third-party background check system to the appropriate fields in the staging
tables.
Before you begin

Procedure
1. Navigate to HR Integrations > HR Schema Mapping.
HR Integrations Schema Mapping form
Field Description
Source Name of the third-party system.

Source version Version of the third-party system, if applicable.
Mandatory Option to enable a mandatory field value.
• If selected, the value from the third-party system
cannot be null. If the record is null, then the
record it originates from is ignored and not
placed into the staging table.
• If cleared, then any field value from the third-
party system is accepted.
Use script Option to enable use of source scripts. If selected,
script field.
Staging Table Name of the staging table that the data from the

1040
Field Description
Staging table column Name of the column in the staging table that the
data from the third-party system is pulled to.
Type Value type of the column: XPath (variable),
constant, or JSON.
External Entity Column Value (XPath, constant, or JSON) to insert into the
Key corresponding column of the HR staging table.
• If the Type is set to XPath, then provide the
XPath so that HR Service Delivery can parse the
XML response, get the respective value, and
insert it into the corresponding column in the HR
staging table. For example, the preconfigured
SuccessFactors integration uses XPaths for data
being pulled into the HR Integrations Worker
Profile [sn_hr_integrations_work_profile] staging
table.
• If the Type is set to Constant, then provide the
text value so that HR Service Delivery can copy
it into the corresponding column in the HR
staging table.
• If the Type is set to JSON, then provide the
JSON path so that HR Service Delivery can
extract the JSON response, get the respective
value, and insert it into the corresponding
column in the HR staging table. For example,
the preconfigured SuccessFactors integration
uses JSON for data being pulled into
the HR Integrations Department Staging
[sn_hr_integrations_dept_staging] table.
Configure HR transform maps for a background check system

Create or modify the HR transform maps to map the staging tables to the
appropriate target tables.
Before you begin


1041
Procedure
1. Navigate to HR Integrations > HR Transform Maps.
Table Transform Map form
Field Description
Name Name of the HR transform map.

Source table Name of the staging table.
Active Option to activate the transform map for use.
Run business rules Option to enable business rules to run.
Enforce mandatory Enforcement type for the fields: no mandatory
fields fields, only mapped fields, or all fields.
Copy empty fields Option to enable copying of empty fields.
Create new record on Option to create a new record on empty
empty coalesce fields coalesce fields.
Integrations.
Created This field is automatically set to the 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 Option to enable scripts to run. If selected, provide
the script to run in the Script field.

5. In the Field Maps related list, create one or more field mappings to map fields
from the staging table to the appropriate fields in the target table.

1042
Field Map form
Field Description
Map Name of the HR transform map.

Source table Name of the HR staging table.
Source field Name of the field in the HR staging table.
Use source script Option to enable use of source scripts.
Integrations.
Target table Name of the HR target table.

Target field Name of the field in the HR target table.
Coalesce Option to enable coalesces.
c. Right-click the form header and click Save.

6. In the Transform Scripts related list, create one or more transform scripts.
Transform Script form
Field Description
When When the transform script is run: onAfter,

onBefore, onChoiceCreate, onComplete,
onForeignInsert, onReject, onStart.
Integrations.
Active Option to activate the transform script for use.

Order Order number for when transform scripts are
applied. Lower numbered transform scripts are
applied before higher numbered transform
scripts.

1043
Field Description
Script Function of the transform script.
Configure background check packages for a background check system

Configure the background check packages so they can be accessed when a
background check request is made through the HR service configured for your
third-party background check system. You can also select a background check
package to appear as the default package in the HR service form.
Add background check packages for a background check system

be accessed when a request for a background check by your third-party
background check system is made. For example, you can add a package for
a background check only and a package for both a background check and
drug screening.
Before you begin

provide:
• Package ID
• Package name
Procedure
Field Description

1044
Field Description

system.
What to do next
If you have more background check packages to add, repeat the process. If
you want, you can set a background check package to appear as the default
package in the HR service form. Otherwise, the integration process is complete.
Set a default background check package for the HR service

Select a background check package to appear as the default package
in the HR service form for your third-party background check system. For
example, if you have a package for background check only and a package
for background check and drug screening, you can designate the former as the
default package.
Before you begin

Procedure
2. Open the appropriate HR service.
3. In the Template field, click the information icon to open the record.

1045
Example
4. In the HR case template, at the bottom of the form, click the Add field list and
select the Background check package field.
5. In the Background check package field, select a background check
package as the default value.
Example
6. Click Update.
7. On the HR Service form, click Update.

1046
What to do next
The integration process is complete. You can now request background checks
through the third-party background check system.
Integrating with the DocuSign service

Request electronic signatures through the DocuSign service with the DocuSign
integration. This integration depends on the DocuSign spoke in IntegrationHub,
and is enabled for the signing of ad hoc documents (HR PDF document
templates) and DocuSign templates. A preconfigured HR service, flow, and HR
case template for both the ad hoc document flow and DocuSign template flow
are available to use.
DocuSign spoke
The DocuSign integration depends on the DocuSign spoke in IntegrationHub.
Before you begin, an admin must have set up the DocuSign spoke, including
registering as an OAuth provider and creating credential and connection
records. You must also synchronize DocuSign with your ServiceNow instance.
• Set up DocuSign spoke

• Sychronize DocuSign with ServiceNow
Note:
◦ You must synchronize each time you need to get new or updated
DocuSign templates. To synchronize, navigate to DocuSign > Accounts
and click the Get Accounts related link.
◦ If your organization has more than one DocuSign account, the ad hoc
document flow uses the first available account.
DocuSign integration setup

Once the DocuSign spoke is set up and synchronized, you can configure
the integration for HR. Depending on whether the user is signing an ad
hoc document (HR PDF document template) or a DocuSign template, the
integration has two flows that you can use. For each document that you want to
make available for signing through the DocuSign service, configure as follows.

1047
Flow Configuration requirements
Ad hoc document flow 1. Create a managed document that you want

to make available for signing. See Managed
Documents for more information.
2. Configure an HR PDF document template for an
ad hoc document
3. Configure an HR service for the DocuSign
integration
DocuSign template flow 1. Create a DocuSign template that you want to
make available for signing. See the DocuSign
eSignature User Guide for more information.
2. Configure an HR PDF document template for a
DocuSign template
3. Configure an HR service for the DocuSign
integration
The ad hoc document flow is for the signing of static documents that originate
from a managed document in the ServiceNow system. Each ad hoc document
is configured as a standard HR PDF document template. You can add signers
to the document with Mark Signatures, and then map each signature field
to an appropriate user field in a table. (The positioning of the markings are
not used, and the DocuSign integration allows the signer to sign anywhere
in the document.) You can also parse the PDF to map document fields to
corresponding table fields to auto-populate the document when it is generated
for signing. The generated document is static, which means that it is read-only
and the signatory cannot update any of the fields.
The DocuSign template flow is for the signing of dynamic documents that
originate from the DocuSign system. Each DocuSign template is brought into the
ServiceNow system, and then configured into an HR PDF document template
to enable mappings. You must map each signature field from the DocuSign
template to an appropriate user field in a table. You can also map fields from
the DocuSign template to corresponding table fields to auto-populate the
document for signing. The generated document is dynamic, which means
that the signatory can write in editable fields, such as to update an address
or provide W-4 information. However, any updates made are saved to the
document only. They are not mapped back to the source table.

1048
Requesting electronic signatures through the DocuSign service
Once the integration setup is complete, HR agents from your organization can
request electronic signatures through the DocuSign service.
• Request an electronic signature through the DocuSign service
Configure an HR PDF document template for an ad hoc document

If you are using the DocuSign integration, configure an HR PDF document
template for each ad hoc document that you want to make available for
signing. You can use an existing or create a new HR PDF document template.
You can add signers to the document with Mark Signatures, and then map
each signature field to an appropriate user field in a table. You can also parse
the PDF to map document fields to corresponding table fields to auto-populate
the document when it is generated for signing. As part of the DocuSign
integration only, you can also enable serial signing for documents that require
multiple signers.
Before you begin

Create the managed document that you want to make available for signing
through the DocuSign system. See Managed Documents for more information.
Procedure
2. Click New or open a record
Note: If you are creating a new record, make sure to select PDF
Document Template.
3. On the PDF Document Template form, set the Template type field to HR PDF
Templates.
4. Configure the HR PDF document template, as appropriate.

each signature field to an appropriate user field in a table. You can also

1049
parse the PDF to map document fields to corresponding table fields to auto-
populate the document when it is generated for signing. For further details
on configuring an HR PDF document template, see Configure an HR PDF
document template.
Note: The positioning of Mark Signatures is not used, and the integration
allows the signer to sign anywhere in the document.
5. If you want to enable serial signing for documents that require multiple signers,
assign the signing order for each signature field in the PDF Template Mappings
section.
Note:
• By default, if a document has two or more signature fields, parallel
signing is enabled.
• If the Signing order column is not visible, click the gear icon to
personalize the list columns. Add the Signing order field to the Selected
column.
Example
6. Click Update.
Configure an HR PDF document template for a DocuSign template

If you are using the DocuSign integration, configure an HR PDF document
template for each DocuSign template that you want to make available for
signing. You must map each signature field from the DocuSign template to an
appropriate user field in a table. You can also map fields from the DocuSign
template to corresponding table fields to auto-populate the document when it
is generated for signing.
Before you begin

Create the DocuSign template that you want to make available for signing
through the DocuSign system. See the DocuSign eSignature User Guide for more
information. You must also synchronize your accounts to bring the DocuSign
template (and any other new or updated templates) into the ServiceNow
system. See Synchronize DocuSign with ServiceNow for more information.

1050
Note: Each DocuSign template must have one associated document.
Multiple documents per template are not supported.
Procedure
Note: If you are creating a new record, make sure to select PDF
Document Template.
3. On the PDF Document Template form, set the Template type field to DocuSign
Template.
Field Description

Table HR table that the HR document template is
associated with.
Document type Document type that the HR document template is
categorized under.
Active Option to activate the HR document template for
use.
Template type Set the value to DocuSign Template.
DocuSign template Select the DocuSign template to use.

1051
Field Description
Note: You must synchronize each time you

need to get new or updated DocuSign
templates. To synchronize, navigate to
DocuSign > Accounts and click the Get
Accounts related link. See Synchronize
DocuSign with ServiceNow for more
information.
HR criteria Defines the conditions that the subject person of
an HR case must meet for an HR agent to be able
to access the HR document template on their
behalf.

Scoped, Global.
5. Right-click on the form header and click Save.

The Get template fields status field, Get Template Fields related link, and PDF
Template Mappings section displays.
6. Click the Get Template Fields related link.
Note: If any changes are made to the signature or document fields on

the DocuSign template, you must click the Get Template Fields related
link to synchronize those changes. Existing mappings are not affected.
7. When the Get template fields status field changes to Completed, reload the
form.
Note: If you are using a Safari browser, you must reload the form to see
the changed state.
In the PDF Template Mappings section, a list of the mappable fields displays.
8. In the PDF Template Mappings section, you must map each signature field
from the DocuSign template to an appropriate user field in a table.

1052
Note:
• Configuration of the signature fields, including for parallel and serial
signing, must be completed within the DocuSign system. You cannot
add or configure the signature fields from within the HR PDF document
template.
Example
9. In the PDF Template Mappings section, you can also map fields from the
DocuSign template to corresponding table fields to auto-populate the
document when it is generated for signing.
Note:
• Make sure that the data type of the DocuSign field matches that of the
table field.
• Mapping is not supported for the following DocuSign field types:
◦ Initial
◦ Date signed
◦ Payment item
◦ Formula
◦ Attachment
◦ Note
◦ Approve
◦ Decline
10. Click Update.
Configure an HR service for the DocuSign integration

Create or modify an HR service to request electronic signatures through the
DocuSign service. Preconfigured flows to collect signatures for either an ad hoc
document (HR PDF document template) or a DocuSign template are available

1053
to use. You must also configure an associated HR case template to set a default
ad hoc document or DocuSign template for signing.
Before you begin

About this task

Depending on whether the user is signing an ad hoc document (HR PDF
document template) or a DocuSign template, the following preconfigured HR
services, flows, and HR case templates are available for your use and example.
See HR services to learn more about HR service configuration, generally.
Flow Component Name
Ad hoc document HR service Request Signature using DocuSign on

flow Adhoc Document
Flow DocuSign Integration Flow - Adhoc
Document
HR case template Signature using DocuSign on Adhoc
Document
DocuSign HR service Request Signature using DocuSign
template flow Template
Flow DocuSign Integration - DocuSign
Template
HR case template Signature using DocuSign Template
Procedure
1. Configure an HR service for the DocuSign integration.
a. Navigate to HR Administration > HR Service Configuration.
b. Click New or open a record.
c. On the HR service form, provide the following values.
Flow Field Value
Ad hoc HR service name <Name of the HR service>

document flow
Fulfillment type Flow
1054
Flow Field Value
Flow DocuSign Integration Flow - Adhoc

Document
DocuSign HR service name <Name of the HR service>
template flow
Fulfillment type Flow
Flow DocuSign Integration - DocuSign
Template

Note: In the HR Service Additional Information related list, make sure

that the PDF Template field is included so that it appears on the HR
case form when a request for this service is made. See Configure the
HR case form for an HR service for more information.

2. Configure an accompanying HR case template.
b. In the HR Templates list, click New or open a record.
c. From the Add fields list, select PDF Template.
d. In the PDF Template field, select the HR PDF document template that you
want to make available for signing.
Note:
• For the ad hoc document flow, make sure to select an HR PDF
document template with the Template type field set to HR PDF
Templates.ake
• For the DocuSign template flow, make sure to select an HR PDF

document template with the Template type field set to DocuSign
Templates.
e. Fill in the other fields on the form, as appropriate.

case template.

1055
f. Click Submit.
g. On the HR service form, click Update.
Integrating with the Adobe Sign service

Request electronic signatures through the Adobe Sign service with the
Adobe Sign integration. This integration depends on the Adobe Sign spoke in
IntegrationHub, and is enabled for the signing of adhoc documents (HR PDF
document templates) and Adobe Sign templates.
A preconfigured HR service, flow, and HR case template for both the adhoc
document and Adobe Sign document are available to use.
Adobe Sign spoke

The Adobe Sign integration depends on the Adobe Sign spoke in
IntegrationHub. Before you begin, your administrator must have:
• activated the Adobe Sign spoke
• set up the Adobe Sign spoke
Adobe Sign integration setup

Once the Adobe Sign spoke is set up, you can configure the integration for HR.
The integration has a single flow that branches out into sub flows, one for signing
an adhoc document (HR PDF document template) and another for signing an
Adobe Sign template. The sub flow triggered for a document depends on the
PDF template type that is configured for that document.
For each document that you want to make available for signing through the
Adobe Sign service, configure as follows.
Type of document Configuration requirements
Adhoc document 1. Create a managed document that you want

(HR PDF document to make available for signing. See Managed
template) Documents for more information.
2. Configure an HR service for the adhoc
document.
adhoc document.

1056
Type of document Configuration requirements
Adobe Sign document 1. Create an Adobe Sign template that you want to
make available for signing.
2. Configure an HR service for the Adobe Sign
integration.
Adobe Sign template.
Each adhoc document is configured as a standard HR PDF document template.

each signature field to an appropriate user field in a table. The positioning of
the markings are not used, and the Adobe Sign integration allows the signer to
sign anywhere in the document. You can also parse the PDF to map document
fields to corresponding table fields to auto-populate the document when it is
generated for signing. The generated document is static, which means that it is
read-only and the signatory cannot update any of the fields.
Each Adobe Sign template is brought into the ServiceNow system, and then
configured into an HR PDF document template to enable mappings. Map
each signature field from the Adobe Sign template to an appropriate user
field in a table. The generated document is dynamic, which means that the
signatory can write in editable fields, such as to update an address or provide
W-4 information. However, any updates made are saved to the document only.
Requesting electronic signatures through the Adobe Sign service

Once the integration setup is complete, HR agents from your organization can
request electronic signatures through the Adobe Sign service.
• Request an electronic signature through the Adobe Sign service.
Activate the Adobe Sign spoke

Activate the Adobe Sign spoke in IntegrationHub from the ServiceNow Store,
and enable the signing of adhoc documents (HR PDF document templates) and
Adobe Sign templates.
Before you begin

Procedure
1. Navigate to the ServiceNow Store.
2. In the ServiceNow Store, search for the Adobe Sign spoke.

1057
3. Click the application tile.
Detailed information about the application you are installing is displayed.
Consider reading the Other Requirements and Dependencies sections, as
applicable.
4. Click Get and enter your HI login credentials.
5. Enter the Instance Name and Reason for request, and click Validate Instance.
You will receive an email with detailed installation instructions.
6. Log in to the instance and set up the Adobe Sign spoke.
Configure an HR PDF document template for an adhoc document

If you are using the Adobe Sign integration, configure an HR PDF document
template for each adhoc document that you want to make available for
signing. You can use an existing or create an HR PDF document template. You
can add signers to the document with Mark Signatures, and then map each
signature field to an appropriate user field in a table. As part of the Adobe
Sign integration, you can also enable serial signing for documents that require
multiple signers.
Before you begin

Create the managed document that you want to make available for signing
through the Adobe Sign system. See Managed Documents for more information.
Procedure
Note: If you are creating a record, make sure to select PDF Document
Template.
3. On the PDF Document Template form, set the Template type field to HR PDF
Templates.

1058
Field Description

associated with.
categorized under.
use.
Template type Set the value to HR PDF Templates.
Document revision Select the adhoc template to use.
behalf.

Scoped, Global.

The PDF Template Mappings section is displayed.
6. Configure an HR PDF document template, as appropriate.
each signature field to an appropriate user field in a table. You can also
parse the PDF to map document fields to corresponding table fields to auto-
populate the document when it is generated for signing.
Note: The positioning of Mark Signatures is not used, and the integration
allows the signer to sign anywhere in the document.
7. If you want to enable serial signing for documents that require multiple signers,
assign the signing order for each signature field in the PDF Template Mappings
section.
If the Signing order column is not visible, click the gear icon to personalize the
list columns. Add the Signing order field to the Selected column.

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Note:
• The Signing order field remains empty in case of parallel signing.
• Ensure that the Field name of Document field type Signature is
specified as Participant1, Participant2, Participant3, and so on.
• Ensure that the signing order of the first participant is lesser than the
signing order of the second participant.
8. Click Update.
Configure an HR PDF document template for an Adobe Sign template

If you are using the Adobe Sign integration, configure an HR PDF document
template for each Adobe Sign template that you want to make available for
signing. You must map each signature field from the Adobe Sign template to an
appropriate user field in a table.
Before you begin

Create the Adobe Sign template that you want to make available for signing
through theAdobe Sign system. See the Adobe Sign user guide for more
information. You must also synchronize your accounts to bring the Adobe Sign
template (and any other new or updated templates) into the ServiceNow
system. See Sync Adobe Sign with ServiceNow for more information.
Note: Each Adobe Sign in template must have one associated document.
Multiple documents per template are not supported.
Procedure
Note: If you are creating a record, make sure to select PDF Document
Template.
3. On the PDF Document Template form, set the Template type field to Adobe
Sign Templates.

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Note: Pre filled Adobe sign templates are not supported.
Field Description

associated with.
categorized under.
use.
Template type Set the value to Adobe Sign Templates.
Adobe Sign Document Select the Adobe Sign template to use.
Note: You must synchronize each time you

need to get new or updated Adobe Sign
templates.
behalf.

Scoped, Global API API.

The PDF Template Mappings section is displayed.
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6. In the PDF Template Mappings section, you must manually map fields from the
Adobe Sign template to corresponding table fields to populate the document
when it is generated for signing.
Example
PDF Template Mappings
Field Description
Field name Name of the field that is being

mapped from the Adobe Sign system
to the ServiceNow system.
Note: Ensure that the Field

name of Document field
type Signature is specified
as Participant1, Participant2,
Participant3, and so on.
HR PDF Template Name of the HR PDF template.
Document field Suitable name of the field that is
being mapped.
Document field type Type of the document field that is
being mapped, such as Signature,
Text, or check box.
Mapping table HR table that stores all the field
mappings.
Mapping field Reference field from which the value
is rendered in the Document field.
Signing order Order in which the participants are to
sign the document.

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Field Description
Note:
• If the Signing order column is
not visible, click the gear icon
to personalize the list columns.
Add the Signing order field to
the Selected column.
• Ensure that the signing order
of the first participant is lesser
than the signing order of the
second participant.
• The Signing order field remains
empty in case of parallel
signing.
Active Option for enabling or disabling a
field mapping.
Note: Field mappings are case sensitive.

7. Click Submit.
Configure an HR service for the Adobe Sign integration

Create or modify an HR service to request electronic signatures through the
Adobe Sign service. A preconfigured flow to collect signatures for either an
adhoc document (HR PDF document template) or an Adobe Sign template is
available to use.
Before you begin

About this task

For signing an adhoc document (HR PDF document template) or an Adobe Sign
template, the following preconfigured HR service, flow, and HR case template
are available for your use.
• Case template: Signature using Adobe sign in
• HR service: Signature using Adobe sign in
• Flow: Adobe Sign Integration Flow

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Procedure
1. Configure an HR service for the Adobe Sign integration.
a. Navigate to HR Administration > HR Service Configuration.
c. On the HR service form, provide the following values for an adhoc

document and Adobe Sign document:
• HR service name: Signature using Adobe sign in
• Fulfillment type: Flow
• Flow: Adobe Sign Integration Flow

Note: In the HR Service Additional Information related list, make sure

that the PDF Template field is included so that it appears on the HR
case form when a request for this service is made. See Configure the
HR case form for an HR service for more information.

2. Configure an accompanying HR case template.
b. In the HR Templates list, click New or open a record.
c. From the Add fields list, select PDF Template.
d. In the PDF Template field, select the HR PDF document template that you
want to make available for signing.
Note:
• For adhoc document, make sure to select an HR PDF document
template with the Template type field set to HR PDF Templates.
• For the Adobe Sign template, make sure to select an HR PDF
document template with the Template type field set to Adobe Sign
Templates.

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e. Fill in the other fields on the form, as appropriate.
case template.
f. Click Submit.
g. On the HR service form, click Update.
Integrating with the CIC Plus service

Integrate with the CIC Plus service so that you can enable US-based new
hires to provide relevant tax information as part of the onboarding process.
This integration assumes you are already integrated with a third-party identity
provider (IDP) service, and is configured to work with the lifecycle event for
new hire onboarding that is included as demo data with the Human Resources
Scoped App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] plugin.
Setting up the CIC Plus integration

To set up the CIC Plus integration, you must configure a SAML connection
between your third-party identity provider (IDP) and CIC Plus accounts. Your
CIC Plus partner must then set up your account to get employee profiles for US-
based employees through the get_usa_employee_profile REST endpoint, as well
as verify that the callback is properly configured. Finally, you must configure the
source credentials to include the login URL of the identity provider service you
are using with the CIC Plus integration. For details on how to set up the CIC Plus
integration, see Set up the CIC Plus integration.
Using the CIC Plus integration with new hire onboarding

Once the integration is set up, you can use the CIC Plus service with new hire
onboarding. The following components are included in the demo data for your
use and example.
Note: The lifecycle event for new hire onboarding is included as demo
data with the Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent]
plugin.
Component Name
Lifecycle event activity Complete Tax Forms (in the Day One activity set)
HR service Complete Tax Forms through CIC Plus

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Component Name
HR case template Complete Tax Forms through CIC Plus
How the CIC Plus integration works

The CIC Plus integration works as follows. Your HR management system (HRMS)
pushes employee information to your IDP and Now Platform systems. The CIC
Plus integration then invokes the get_usa_employee_profile REST endpoint to fetch
employee information. When a user opens an assigned task and clicks on the
link to connect to the CIC Plus service, the CIC Plus integration authenticates the
user through a SAML identification via your IDP service. After the user completes
the required tax forms, the status is pushed back to the Now Platform system and
the employee task is automatically closed.
Set up the CIC Plus integration

Integrate with the CIC Plus service by configuring a SAML connection between
your third-party identity provider (IDP) and CIC Plus accounts. Your CIC Plus
partner must then set up your account to get employee profiles for US-based
employees through the get_usa_employee_profile REST endpoint, as well as verify
that the callback is properly configured. Finally, you must configure the source
credentials to include the login URL of the identity provider service you are using
with the CIC Plus integration.
Before you begin

To set up your integration with the CIC Plus service, you must first:
• Be integrated with a third-party identity provider (IDP) service. That provider
must have user records for the new hire in their system.
• Create a user with the sn_hr_core.usa_employee_only role.

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• Gather the following information from your CIC Plus partner:
◦ SAML configuration details
◦ Company ID
• Provide the following information to your CIC Plus partner:
◦ IP address range
◦ Platform instance URL
◦ Credentials for a user with the sn_hr_core.usa_employee_only role
Procedure
1. Configure a SAML connection between your third-party identity provider (IDP)
and CIC Plus accounts.
Important: Make sure to configure the SAML connection with the name
identifier as the employee number.
For information on how to configure the SAML connection, refer to the CIC
Plus documentation.
2. Your CIC Plus partner must then:
a. Configure your account to get employee profiles for US-based employees

through the get_usa_employee_profile REST endpoint.
For information and examples on the get_usa_employee_profile REST
endpoint, see get_usa_employee_profile.
b. Verify that the callback is properly configured within your CIC Plus account.
3. Configure the source credentials to include the login URL of the identity
provider service:
a. Navigate to HR Integrations > Sources.
b. Open the CIC Plus record.
c. In the HR integrations source properties related list, open the CIC Plus URL
source property.

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d. In the Value field, provide the login URL of the identity provider service you
are using with the CIC Plus integration.
HR Service Delivery integration with Universal Request

With the integration of HR Service Delivery and Universal Request applications,
you can provide a consistent user experience for employees while creating
service requests. You can hide the complexities of inter-department request
transfers and multi-department use cases by providing a common help desk for
all employees.
Overview
A universal request gets created when an employee clicks the Request help
option in Employee Center. A universal request routing agent analyses the
issue (as HR department related) and creates an HR case from that universal
request. After the case gets resolved by an HR agent, the state of the HR case
changes to Awaiting Acceptance. Automatically, the state of the universal
request changes to Awaiting response. Finally, after the employee accepts the
resolution, the universal request gets closed and in turn the HR case gets closed.
At any point in time, the HR agent can transfer the HR case back to the universal
request queue with or without resolution.
All the important details, such as, users who are working on the issue, inter-
department transfers, and work notes, are recorded in the universal request
ticket, providing complete visibility to the employee who has raised the request.
Activating the necessary plugins

After you have activated the Universal Request (com.snc.universal_request),
Human Resources Scoped App: Core (com.sn_hr_core), and Employee Center
(com.sn_hr_service_portal) plugins, you notice that:
• The Universal Request form contains a UI action to create an HR case.
• The Universal Request field appears on the HR case form when an HR case is
associated with a universal request record.

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• The Transfer button appears on the HR case form to let an HR agent transfer
an HR case back to Universal Request, another department, or service.
• An HR case created from a record producer automatically creates a universal
request. It happens only when the Create Universal Request check box is
enabled on the record producer.
Similarly in the Create a test case topic block, if the Create Universal Request
check box is enabled on the record producer, then a universal request ticket
is created and shared with the employee on the Virtual Agent conversation.
• When an HR case associated to a universal request goes through a state
change, a notification is sent to the employee (requester) with the universal
request number and not the HR case number.
• On Now Platform, HR cases that are associated with Universal Request appear
under HR Case Management > All.
• On Employee Center, HR requests that are associated with Universal Request
appear under Employee Center > Requests.
Custom configurations in Universal Request

Transferring and state mappings are preconfigured for all the base system HR
states. Do these configurations only when you have a custom state.
About this task

If you have created COEs (Center of Excellence), then create service
configurations, state mappings, and transfer configurations as well. In case
you have activated the Predictive Intelligence plugin, configure the service
assignment groups by referring to Department Setup for UR.
Procedure
1. Navigate to Universal Request > Administration.
2. Create your service set and services for Universal Request.
3. Assign the assignment groups for service sets and services.
4. Assign roles to UR users.
5. Map a custom state to that of a universal request.
The following image is an example of a default state mapping. The
Suspended, Work in Progress, and Awaiting Approval states of an HR case are
mapped to In Progress state of a Universal Request.

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6. Set the transfer configuration for any custom state of an HR case. This transfer
configuration allows you to determine what happens to the departmental
ticket when the request is transferred to another department or back to UR.
If an HR case is being transferred with resolution, the state of the HR case
automatically changes to Awaiting Acceptance. If an HR case is being
transferred without a resolution, the state of the HR case automatically
changes to Closed Incomplete.
7. Create record producers specific to an HR service. A record producer is a
specific type of catalog item that allows end users to create task-based
records from the service catalog. On the record producer, if you select the
Create Universal Request check box, an HR case created from that record
producer automatically creates a universal request record.
Following is an example of a record producer for General Inquiry HR service.
When a user selects the catalog item as General Inquiry and creates a ticket,
automatically a universal request is created and associated to that HR case.

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Create an HR case from Universal Request
Restore service to a customer as soon as possible. After creating the HR case,
you can investigate potential solutions.
Before you begin
• Role required: routing_agent and sn_hr_core.case_writer

• Activate the Universal Request (com.snc.universal_request) and Human
Resources Scoped App: Core (com.sn_hr_core) plugins.
Procedure
1. Navigate to Universal Requests > All.
2. Open the universal request record from which you want to create an HR case.
3. Click Create HR case.
4. Fill in the fields on the HR case form.
Note: The Employee Information field values are automatically copied

from the universal request to the HR case.
HR case form
Field Description
COE The Center of Excellence

HR service The HR service type
Opened for The person the ticket is opened for
Subject person The subject person
Work notes Other notes if any
5. Click Submit.
The universal request number from which the HR case is created appears in
the Universal Request field on the HR case form. The HR case number appears
in the Primary Ticket field on the universal request form and also under the
Associated Tickets related list.
Work on an HR case of Universal Request

Provide resolution to an HR case that is initiated from a universal request.
Before you begin


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About this task
The state changes described in the procedure can be configured to suit your
requirements. For more information, see Universal Request state mapping
Procedure
1. Open the HR case that is created from a Universal Request.
The state of the case changes to Work in Progress.
Note:
• If another department in HR must work on the request, you can transfer
the case with the same number or with a new number. When you
transfer the case with a new number, the universal request gets
associated to that new case number.
• If this issue is not related to the HR department, the HR agent must
select the Transfer option on the case. For more details on how to
transfer the case, see Transfer an HR case in Universal Request.
3. Click Closed Complete when the resolution is provided.
The state of the HR case is changed to Awaiting acceptance and the state
of the universal request is automatically changed to Awaiting response from
user. On the Employee Center:
• If the user accepts the resolution, the state of the universal request is
changed to Closed. The state of the HR case is automatically changed to
Closed Complete.
• If the user rejects the resolution, the state of the universal request is changed
to In progress. The state of the HR case is automatically changed to Work in
progress.
Important: If for any reason the HR agent clicks Closed Incomplete

without routing the HR case back to universal request, then the behavior
is as follows:
• If the Needs Additional Review check box is selected on the universal
request, the universal request will be in the In progress state, and the
HR case will be in the Close Incomplete state.
• If the Needs Additional Review check box is deselected on the
universal request, the universal request gets closed based on the state
mapping.

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Transfer an HR case in Universal Request
Transfer an HR case back to the Universal Request, or to another department or
service with or without resolution.
Before you begin

About this task

Configure the sn_uni_req.transfer_type property in the Universal Request
properties page to determine how to handle the primary ticket transfers. For
more information, see Universal Request Properties.
Procedure
1. Open the HR case that you want to transfer.
2. Click Transfer.
Note: The Transfer option is displayed only if you are a part of the
assignment group or if the case is assigned to you.
3. In the Transfer Ticket dialog box, provide the following details.
Note: Based on your transfer type configuration, the given fields are
displayed. For more information, see Universal Request properties.
• Action: Select if the case should be transferred to another department or

back to Universal Request
• Department: Select the department from the list.
• Service: Select the specific service of the chosen department.
• Transfer reason: Select the reason from the list.
• Transfer notes: A brief description for routing the primary ticket that you want
to pass to the UR Routing agent.
• Copy additional comments and attachments: Deselect if you do not want to
transfer the ticket with additional comments and attachments. By default,
all attachments and comments are transferred.
Note: Work notes are not copied while transferring.

4. Click Transfer.

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Results
• On the HR case form, you can view the reason for transferring in the Transfer
reason field.
• The state of the HR case is changed to Awaiting Acceptance or Closed
Incomplete based on transfer reason and the transfer reason and transfer
notes are copied to the universal request.
• The state of the universal request remains In progress.
Note: The state changes mentioned can be configured. See Transfer

configuration for more information.
AI Search for HR Service Delivery

®
The ServiceNow AI Search application provides a modern consumer-grade
®
search engine for the ServiceNow Service Portal, Employee Center (EC),
® ®
ServiceNow Mobile, and ServiceNow Virtual Agent.
®
New customers automatically have the ServiceNow AI Search application
configured with their base system for the EC only.
If you are an existing customer, you can configure HR Service Delivery to use the
®
ServiceNow AI Search application.
For more information, see AI Search.
Configuration
®
For detailed information on configuring the ServiceNow AI Search
application, see Configuring AI Search.
Use the Search Application Configuration form to associate the AI

Search engine with an HR Service Delivery application.
Note: For more information, see Create a search application

configuration for AI Search.
In the Search Application Configuration form, you must also choose

a Search Profile. The search profile determines the search sources
and conditions for people, articles, and services.
The base system provides the following that you can also modify:
• Mobile: NowMobile Default Search Profile
• EC: EC Portal Default Search Profile
• Service Portal: Service Portal Default Search Profile
• VA: Service Portal Default Search Profile

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Note: For mobile, people search is only available to customers
that have the EC.
Under the search profile, there are a series of tabs that enhance AI
search. The base system provides the following that you can also
modify:
• Search Sources
• Synonyms
• Stop Words
• Typo Handling
• Genius Results
• Result Improvement Rules
Note: For more information, see Defining search profiles.
Integration
For detailed information on integrating AI Search with HR Service
Delivery, see Integrating AI Search into your application.
Administration
Learn how the AI Search features and behavior affect indexing and
search. For more information, see Administering AI Search.
Using
See how AI Search displays results, how to use refinement filter
options, and Genius Result answers. For more information, see Using
AI Search.
®
ServiceNow Mobile
®
Configure AI Search for the ServiceNow Mobile. For more
information, see Advanced text search in mobile.
Service Portal or Employee Center
Configure AI Search for the Service Portal or Employee Center (EC)
so your users can take advantage of this powerful search tool. For
more information, see AI Search in Service Portal.
Virtual Agent
Virtual Agent uses AI Search to return search results in bot
conversations when there are no relevant topics to display. For
more information, see Virtual Agent integration with AI Search.

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Document Templates
®
With the ServiceNow Document Templates application, you can create HTML
and PDF document templates to generate standard letters or documents.
You can automate and simplify the process of filling, signing, and reviewing a
document online.
In addition, you can perform the following tasks:
Enable multiple participants to collaboratively work on a single document
Create specific tasks for specific participants such as sign, fill,
or review. Auto initiate tasks based on the order defined for the
participants.
Collect repetitive information and furnish it wherever necessary
Retain information on the document so that the participants do not
have to fill the document all over again. Validate and retrieve data
at any point in time.
Gain a real-time insight
Preview the document at any stage during the information input
process. Understand at what stage and with which participant is the
action pending.
Notify the participant
Notify participants about their assigned document tasks.
Secure a document
Provide document access only to mapped participants.
Understanding Document Templates

Understand how you can use the Document Templates application from
activating the plugin until filling, signing, and approving a document online.
Activating plugin
An administrator activates the Human Resources Scoped App: Lifecycle Events
for Enterprise plugin [com.sn_hr_lifecycle_ent] that activates the Document
Templates plugin [com.snc.document_templates]. For information on plugin
activation, see Activate Lifecycle Events for Enterprise. For information about
user roles and tables installed with the plugin, see Components installed with
Lifecycle Events for Enterprise.
Configuring Document Templates and HR service

An administrator configures a document template by defining participants,
defining tasks for participants, and marking signature blocks. Associates the

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document template to the HR template of a service and initiates document
tasks from a case.
Working on assigned document tasks

Participants receive document tasks for filling, signing, and reviewing a
document. When the document tasks of all the participants are complete, the
final document is added as an attachment to the case.
Use Cases
Possible use cases for Document Templates.

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Submitting and approving a document online
This is a use case where a document is to be filled out by an employee and

reviewed by an HR agent.
An administrator configures an HR service (by selecting a document template
and enabling the case option) and creates a case with that HR service. When
the state of the case changes to Ready or Work in progress, document tasks get
initiated for both employee and HR agent.
The employee fills in the details and submits the document for review. If there
are no corrections, the HR agent approves the document, else, the HR agent
adds notes and rejects the document.
Document tasks are again initiated for both employee and HR agent. The
employee makes the appropriate revisions and resubmits the document. After
the HR agent approves the document, it gets added as an attachment to the
case.
Completing onboarding activities for an employee

This is a use case where an employee requires to complete onboarding activities
such as submitting a document, requesting an ID card, and requesting a laptop.
An administrator configures an HR service (by selecting the document template
and enabling the case option) and configures an activity in a lifecycle event
with that HR service.
When the lifecycle activity is triggered, a case gets created with that HR
service. When the state of the case changes to Ready or Work in progress, a

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document task gets initiated for the employee. After all the tasks of the HR case
are complete, the document (submitted by the employee) gets added as an
attachment to the case.
Document template categories

Document template categories help you to categorize similar documents
together. It makes finding the correct document template easier.
For example, you can have multiple employee verification letters depending
on if the employee is full-time, part time, or contingent. You can create a
document category and have those document templates stored in that
category.
You can create a document category by navigating to Document Templates >
Document Template Categories. After creating a document template category,
you can add document templates to that category.
Important: Document categories and document templates appear based

on your user criteria.
Document Templates of type HTML

An HTML document template uses variables to pre-fill information from tables
into the document. You can create how the document looks by defining the
header, footer, images, placement of footer, and the text within the template.
Using the HTML document template, you can collect e-signatures from multiple
participants and generate a PDF document online.
Before you begin generating documents, configure the templates with your
company logo and text. Obtain the following items and information to create or
configure HTML templates.
• A page of your company letterhead.

• Copies of your current company employment verification letter and offer
letter templates, if available.
• The logo image to use in your header.
• The logo image to use in your footer.
The following flow describes how you can use an HTML document template from
configuring the template until signing and generating a PDF document online.
• Configure an HTML document template.
• Define participants.
• Insert signatures by selecting participants from the list.

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• Publish the HTML document template.
• Document tasks generation in Document Templates.
Note: You can also edit the body of the HTML template and generate a
PDF copy before initiating document tasks.
Configure an HTML document template

Create or modify the document template with your unique company logo and
audience criteria.
Before you begin

Role required: sn_hr_core.admin and Delegated developer
Procedure
1. Navigate to Document Templates > All Document Templates.
2. Click New.
3. Select HTML Document Template.
HTML Template form
Field Description
Name Name of the document template.

Table Table associated with the type of template. The
table determines the available variables that can
be used.
Note: Tables appear based on the

application scope that is selected.
Category Document category in which the template is
added.
User criteria Audience criteria for this document. For example,
you can create a letter intended for only
Canadian employees.

Scoped, Global.
Body Text in the template.

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Field Description
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.
Note:
• Jelly and CSS Styling are not supported.
• You can also use Document template
scripts to dynamically change the text in
the HTML body.
Select variables List of variables that can be used in the body of
the template. Variables pull information from the
selected table to customize the template.
Offsets are supported for date variables. Offsets
extend or subtract days, weeks, or months from a
date used in a template.
Valid date offset variables are:
• + (plus)
• - (minus)
• d (days)
• w (weeks)
• m (months)
Examples:
• Offer letter (five days after stated date): Your
offer is valid until ${Date +5d}.
• Benefits for terminated employee
(two weeks from termination
date): Your benefits end effective
${subject_person.hr_profile.employment_end_date
+2w}.
Note: Only variables that you have access

appear.

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Field Description
Header
Header image Image to be displayed in the header. You can
add your company logo using this feature.

JBIG2.
Header image position Position where you want the header image to
appear : left, right, or center.
Header image height Height of the image in the header.
Important:
• The height and width of the image is
scaled proportionally based on the value
you specify.
• Ensure that the height of the image is lesser
than the value specified in the Page size
field, otherwise, the image will be cropped.
Footer
Footer image Image to be displayed in the footer.

JBIG2.
Footer image height Height of the image in the footer.
Important:
• The height and width of the image is
scaled proportionally based on the value
you specify.
• Ensure that the height of the image is lesser
than the value specified in the Page size
field, else, the image will be cropped.
Footer image position Position where you want the footer image to
appear: left, right, or center.

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Field Description
Footer text Text to be displayed in the footer. For example,

you can add proprietary and confidential
statements.
Footer text position Position where you want the footer image to
appear: left, right, or center.
Vertical alignment Vertical alignment of the footer text with the
footer image.
Page
Page size Size of the page that can be selected from the list
such as Letter, A4, or Legal.
Custom font Custom font from the PDF Generation Font
Families table.
Important: Make sure that you use the

custom font family in the CSS of the HTML
body.
Top/Bottom margin Space from the top of the page until the starting
of the HTML content or space from the bottom of
the page until the ending of the HTML content.
Left/Right margin Space from the left of the page until the starting
of the HTML content or space from the right of the
page until the ending of HTML content.
5. Place the mouse in the desired location in the body of the template and click
the Insert Date button to insert date variables. You can use the button multiple
times to add different types of dates based on the variables you choose.
6. Click Add blocks.
a. To add an existing document block to the template, in Search blocks, type
in the name of an existing document block, select the document block, and
click Insert.
b. To add a new document block to the template, click Create New Block. For
more information, see Create document blocks in Document Templates.
7. To translate content in templates using Localization Framework, click
Translate. For more information, see Use Localization Framework for Document
Templates.

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8. To save your document and remain on the HTML Document Template form,
click Save.
9. To save and return to the All Document Templates list, click Submit.
Document template scripts

With document template scripts, you can dynamically change the text in the
body of the HTML template. Document template scripts allow you to perform
simple tasks, such as displaying HR data, and complex ones, such as making
advanced database queries.
You can add a ${template_script:script name} embedded script tag to the

body of the HTML template, replacing script name with the name of the script
you created. This makes it easy to use the same scripts in multiple document
templates. You can create a script by navigating to Document Templates >
Document Templates Script.
Example of how to create and use a document template script in an

HTML template
1. The employee_emergency_contacts script populates the emergency
contacts list in an Employee Profile document.
(function runTemplateScript(target /*GlideRecord for target task*/ ) {
var getHeaderCell = function(label) {
return '<th style="border: 1px solid #dddddd; text-align: left; padding: 8px;">' +
label + '</th>';
};
var getDataCell = function(value) {
return '<td style="border: 1px solid #dddddd; text-align: left; padding: 8px;">' +
value + '</td>';
};
var html = '';

var hrTaskGr = new GlideRecord('sn_hr_core_contact');
hrTaskGr.addQuery('user', target.getValue('subject_person'));
hrTaskGr.query();
while(hrTaskGr.next()) {
html = html + '<tr>';
html = html + getDataCell(hrTaskGr.getDisplayValue('name'));
html = html + getDataCell(hrTaskGr.getDisplayValue('mobile_phone'));
html = html + getDataCell(hrTaskGr.getDisplayValue('relation_to_employee'));
html = html + '</tr>';
}

1084
if(!gs.nil(html))
html = '<h4>Emergency Contact Information</h4><table width="500px;"><tr>' +
getHeaderCell('Name') + getHeaderCell('Mobile phone') + getHeaderCell('Relationship') +
html + '</table>';
return html;
})(target);
2. The employee_emergency_contacts script is called in an HTML document

template by typing $ {template_script:employee_emergency_contacts} in the
body of the Employee Profile HTML document template.
3. The Employee Profile HTML document template is selected on a case and the
document template is generated with emergency contacts list as follows:

1085
1086
Document blocks in Document Templates
Replace blocks of text in a document based on certain rules so that you do not
have to create multiple template versions of the same document.
Key features include:
• Create document blocks that you can use in multiple HTML templates. Each
document template block can have multiple block contents. Each block
content can be mapped to a condition.
Assume that there is a clause in a verification letter that is intended for
employees of a particular geography or of a particular type. In this case, you
can write a condition based on parameters such as employee location or

1087
employee type. Then, associate the condition to a content that must appear
conditionally in the document that is being generated.
• Translate document templates and document block content by installing
Localization Framework and language plugins that you require.
Create document blocks in Document Templates

Create document blocks that you can use in multiple HTML templates.
Before you begin

Role required: sn_doc.admin
Procedure
1. Navigate to Document Templates > Document Template Blocks.
2. Click New.
3. On the form, fill in the fields:
Document Templates Block form
Field Description
Name Suitable name for the document block.

Table Table to which you want to associate the document block.
Topic Used to categorize template blocks according to the service for
detail which they are applicable.
Each topic category can have one or more topic details and
each topic detail can have one or more HR services.
Topic Used to categorize template blocks according to the service for
category which they are applicable.
Each topic category can have one or more topic details and
each topic detail can have one or more HR services.
Active Option to make the document block available for use.
Description More information about the document template block.
4. Click Submit.

1088
What to do next
1. Add content to the document template block. For more information, see
Create block content in Document Templates.
2. View the HTML document templates which contain the document blocks.
Create block content in Document Templates

Each document template block can have multiple block contents. Each
content mapping to a condition.
Before you begin

Procedure
1. Navigate to Document Templates > Document Template Blocks.
2. Select a document template block.
3. In the Document Templates Block Contents related list, click New.
Document Template Block Contents form
Field Description
Name Suitable name for the block content.

Block Name of the document template block to which you want to
associate the document block content.
Order Order in which you want the conditions to be prioritized. For
example, if multiple conditions apply to user criteria, only the
condition with a lesser order is considered.
Active Option to indicate that the block content is available to use.
Applies Conditions are applied on the selected table on document
when template block.
Applies User criteria to which the block content is applicable.
to
Applies User to whom the selected user criteria is applicable.
to user
Note: If no value is selected in the Applies when and Applies
to fields, then the block content will be applicable for the HTML
template irrespective of the user and selected table.

1089
Field Description
Body Text that you want to include in the block content.
5. Click Submit.
Use Localization Framework for Document Templates

Translate content in Document Templates and document blocks Localization
Framework.
Before you begin

• Role required: sn_doc.admin
• Install the Localization Framework Installer plugin
(com.glide.localization_framework.installer).
• Configure Localization Framework with the required artifacts. See Artifact
Configurations for more information.
• Activate the required languages and configure them with Localization
Framework. For more information, see Activate a language.
• If you want to use machine translators, activate the Dynamic Translation
plugin (com.glide.dynamic_translation). Configure the Dynamic Translation
framework for the translation service provider. For more information, see
Dynamic Translation.
Procedure
1. Select a document template or a document block.
2. Click Translate.
Note: If the Dynamic Translation application is installed, the Machine

Translate button appears. The configured machine translator converts
only the content (in the document template or document block) to the
required language, but not the token values.
3. Select a target language and start to manually translate the text in the space
given.

1090
4. Click Publish Translations.
A copy of the source template is created and moved to Draft state.
Document Templates of type PDF (Advanced forms)

A PDF document template originates from a fillable PDF or a standard PDF with
inline signatures. Using the PDF document template, you can collect details
and e-signatures from multiple participants, review, and generate a filled PDF
document.
Important:
• You can create a PDF document template either:
◦ uploading a fillable, editable PDF document into the form.
◦ using a PDF from Managed Documents.
The following flow describes how you can use a PDF document template from
configuring the template until filling, signing, reviewing, and generating a PDF
document.
• Configure a PDF document template.
• Create participants in Document Templates.
• Define a PDF field mapping in Document Templates.
• Mark a signature block.
• Publish the PDF document template.
• Document tasks generation in Document Templates.

1091
Configure a PDF document template
Upload an editable, fillable PDF template and customize the template as per
your business needs.
Before you begin

Role required: sn_hr_core.admin and Delegated developer
Procedure
2. Click New.
PDF Template form
Field Description
Name Name of the PDF document template.

Table Tables appear based on the application scope
selected.
Category Document category in which the template is
added.
Application Scope of the application in which the document
template is created.
State Current state of the document template.
• Draft: Indicates that the document template is
not yet published.
• Editing: Indicates that the document template is
being edited after it has been published.
• Published: Indicates that the document
template can be consumed by services and
cases.
Active Option for enabling the PDF document template
for use.
User criteria Audience criteria for this document. For example,
you can create a letter intended for only
Canadian employees.

1092
Field Description
Document Option to upload the attachment of a fillable PDF

for further customization.
Acknowledgment text Text that prompts the user to select a check box
when submitting a filled document.
5. Click Submit or Save.
What to do next
• Click the Parse PDF related link to automatically parse information on the PDF
and store that information in the PDF Mapping table for reuse.
• In the Participants related list, create participants.
• In the PDF Template Mappings related list, define field mappings.
• Click Mark a signature block.
• Publish the template. Flows using the template might get effected in case you
want to edit a published template.
Create participants in Document Templates

Define actions and the order of actions for participants. The type of action and
order are considered while initiating document tasks in Document Templates.
Before you begin

Note: You need to define participants only when you want to use the
document template flow. If you only want to generate a PDF document,
defining participants is not mandatory.
Procedure
1. Navigate to Document Template > All Document Templates.
2. Select the template you want to use.
3. Configure the template and click Submit.
Note: To configure an HTML document template, see Document

Templates of type HTML. To configure a PDF document template, see
Configure a PDF document template.
4. In the Participants related list, click New.

1093
Field Description
Name Display name of the mapped partici

pant.
Action Type of action to be performed by
the participant such as Fill, Sign, or
Review.
Important: Fill and Review ac

tions are for PDF template, and
Sign action is for HTML template.
Order Order in which a task has to be initi
ated for the participant to complete
the action.
User Mapping user field to a participant.
Table Table (sys_user table or any table ex
tending sys_user table) from which
you are choosing to populate the
variables.
Document template Name of the document template.
Document task template Template selected on the Docu
ment Template task table to popu
late additional details for the docu
ment task, such as description and
short description for fill, sign and re
view tasks.
Note: If additional details are

not defined, the default values
of the template are used in the
document template task.
6. Click Submit.

1094
Define a PDF field mapping in Document Templates
Define editable fields and store signature mappings using the PDF field
mappings section.
Before you begin

About this task

Information on the PDF is parsed and stored in the PDF Mapping table. Parse PDF
will allow you to store the fillable fields and Mark signatures will allow you to add
signature mappings.
Procedure
3. Configure the PDF template.
4. Click the Parse PDF related link.
Note: The link appears only for an editable PDF.
The PDF Mapping related list displays field mappings.
PDF Template Mapping
Field Description
Field name Display name that represents the document field.

PDF PDF template to which the mapping record belongs.
template
Document Field from the fillable PDF document that is automatically
field created through the Parse PDF related link.
Warning: Editing Document field is not allowed as it might

break the document template flow.
Document Type of field you are mapping, such as Signature or Checkbox.
field type
Preview Field-mapping value for preview.
value

1095
Field Description
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 while
you preview the document.
Advanced Use to configure script fields for complex mapping of a field.
script 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.
Mandatory Mandatory field to be filled by the assigned participant.
Mapping Table that the mapped fields come from.
table
Read only Option for enabling the editing of the field by the selected
participant.
Mapping Field that maps information into your document.
field
Participant Participant who can edit the field in the document.
Page Page number of the PDF document which contains the field.
number Page number where the field is present.
Format Format in which values are to be entered by the participant. If
the participant does not enter value in the specified format, a
validation error appears for the participant.
Active Option for activating the field mapping.
Date offset Indicates if the date should be Before, On, or After the specified
type date.
Note: This field appears only for a date field when the
Advanced script option is deselected.
Date offset Measuring units for the offset such as days, weeks, or months.
quantity
Note: This field appears only for a date field mapping
when the Advanced script option is deselected. It appears
only when the Before or After values are selected in the
Date offset type field.
Date offset Number of units to offset.
units

1096
Field Description
Note: This field appears only for a date field mapping

when the Advanced script option is deselected. It appears
only when the Before or After values are selected in the
Date offset type field.
Select Format for the date field. Values are:
date • User date format: Indicates that the date format is picked
format from the participant's user preference.
• Specific format: Indicates the format in which you want the
participant to enter the date.
Specific Specific format in which you want the participant to enter the
date date.
format
States Options stored for the non text fields. For example, social status
might includes options such as Married or Single.
Mark a signature block

Choose participants and specify the area in the PDF document where you want
to collect the signatures of those participants.
Before you begin

Important: You can mark signatures only if you have defined participants
and mapped users to those participants.
Procedure
1. Navigate to Document Template > All Document Templates.
2. Select the PDF document template you want to use.
3. Configure a PDF document template.
4. Create participants in Document Templates.
5. Click Mark Signatures.
6. In the Mark Signature Blocks window:
a. Click Add Field and select the area where you want to collect the signature
of a participant.
b. In the Name field, specify a name for the signature mapping record.

1097
c. In the Mapping list, select a user from the mapped participants.
d. Click Save.
7. Click Submit.
The signature mapping is added to the PDF Template Mappings section.
Important: Signature mapping is a mandatory field mapping. Disable the

mapping if you do not want to use the signature mapping.
Document tasks generation in Document Templates

Document tasks can be generated either automatically or manually. The tasks
get generated in the order defined for the participants.
Note: Document tasks are not supported in HR Agent Workspace and HR

Now Mobile.
Automatically
Document tasks are automatically initiated for the participants when you:

1098
• Select the Automatically Initiate Document tasks option on the HR service of a
case.
Note: Make sure that the configured template is added to the HR

template of a service.
• Change the state of the HR case to Ready.
Manually
Document tasks are manually initiated when you click the Initiate document
tasks button on the Preview Document option on the case.

1099
Note: The Initiate document tasks option does not appear when the
Automatically Initiate Document tasks option is already enabled on the HR
service of a case.
Work on a document task

Complete your document tasks from Employee Center.

1100
Before you begin
• Role required: none
• You must have activated the Employee Center (com.sn_hr_service_portal)
plugin.
• Document tasks are not supported in HR Agent Workspace and HR Now
Mobile.
Procedure
1. Navigate to Self-service > Employee Service Centre.
Important: Alternatively, you can complete your document tasks by

navigating to Self-Service > My Document tasks.
2. Select the To-dos page.
3. Work on any one of these document tasks that is assigned to you.
Fill and sign a PDF document

Complete your document task by filling in the required details and submitting
the PDF document.
Before you begin

Role required: none
Procedure
1. Navigate to Self-service > Employee Center.
Alternatively, you can complete your document tasks by navigating to Self-
Service > My Document Tasks.
3. Select the document task (filling) that is assigned to you.
4. Fill details in the editable fields.
5. Click the Please Acknowledge check box.
This check box is displayed only if Acknowledgement text is added on the
template.
6. Add your signature by typing or drawing. Click Clear Signature if you want to
clear the signature and sign again.
7. To view your signature in the document, click Generate.
8. To save your changes in the document, click Save.
9. Click Submit.

1101
The task is complete and appears in your Completed To Dos section. You can
view and print the document with the submitted details.
Example of a fillable PDF document
Sign an HTML document

Complete your document task by signing and generating a PDF copy of the
HTML document.
Before you begin

Role required: none
Procedure
2. Select the document template task (signing) that is assigned to you.

1102
5. Click Submit.
The task is complete and appears in your Completed To Dos section. You can
view and print the document with the signatures.
Review a PDF document

Complete your document task by reviewing a PDF document. Send your review
comments to one or more participants who are working on the document.
Before you begin

Role required: none
Procedure
3. Select the document template task that is assigned to you.
4. Click Review document.
5. If you do not have any comments, click Approve.
6. If you want to add a note in the document:
a. In the Field Note field, add your comments. If you want to associate the
comment to a specific field, select the value from the Field list.
b. Click Add. You can edit or delete the note if required. You can also save
your changes and review them again at any point in time.
7. Click Send Notes.

1103
The state of the document task is changed to Complete Rejected. Document
tasks are reinitated for all the participants of the template.
Resubmit a PDF document

Complete your document task by incorporating the reviewer's suggestions.
Before you begin

Role required: none
Procedure
3. Select the document task that is assigned to you.
4. If a change note has been associated to a field, clicking View Page will
navigate you to that field directly.
5. Select the check box to indicate that you have incorporated the change
note.

1104
8. Click Resubmit.
The task is complete and appears in the Completed To Dos section. You can
view and print the document with the submitted details.
Document generation methods

A PDF document can be generated automatically, manually, or by using an API.
Note: Document tasks are not supported in HR Agent Workspace and HR

Now Mobile.
Automatically
A PDF document is automatically added as an attachment to the case when:

1105
1. The configured template is selected on the HR template of a service.
2. The Automatically Initiate Document tasks case option is selected on the HR
service of a case.
3. The state of the HR case is changed to work in progress.
4. The document tasks of all the participants are complete.
Manually
A PDF document can be generated manually using the Generate option on the
Preview Document option on the case.
API
A PDF document can be generated using the following API:
//recordId - Sys ID of the record in the table to use for generation.
//documentTemplateId - Sys ID of the document template to use for pdf generation.
//pdfName - Name of the pdf genearated
new GenerateDocumentAPI().generateDocumentForTask(recordId, documentTemplateId, pdfName);
Enterprise Service Management Integrations Framework

®
The ServiceNow Enterprise Service Management Integrations Framework
application contains common components that can be used for integrating
your ServiceNow application with third-party systems. It leverages the flow
designer capability to communicate with external instances and third-party
systems.
The application provides a consistent way of building integrations for common
use cases such as pulling employee profiles and tasks from third-party
application to a ServiceNow application, and pushing data from a ServiceNow
application into a third-party application.
Setting up the application

To set up Enterprise Service Management Integrations Framework, you must
first activate the Enterprise Service Management Integrations Framework
[sn_hr_integre_fw] plugin from ServiceNow Store. Next, you must Set up for
Enterprise Service Management Integrations Framework.
Request apps on the Store

notes information for all released apps, see the ServiceNow Store version history
release notes.

1106
Components installed with Enterprise Service Management
Integrations Framework
Several types of components are installed with activation of the Enterprise
Service Management Integrations Framework plugin [sn_hr_integre_fw],
including tables and user roles.
Roles installed
Framework Integrations Can access and set up Enterprise • Flow Operator

Admin Service Management Integrations
Framework. [flow_operator]
[sn_hr_integr_fw.admin]
Tables installed
Table Description
Integration Source Stores source records representing third-

[sn_hr_integr_fw_source] party systems which are integrating with
your ServiceNow application.
Integration Service Stores records of integration services. An
[sn_hr_integr_fw_service] integration service is created for each
entity that is pulled from a third-party
system.
Integration Job Tracker Stores source job details, such as start
[sn_hr_integr_fw_job_tracker] time, run end time, and state. For more
information, see View job tracker details.
Integration Service Job Tracker Stores service job details such as start
[sn_hr_integr_fw_service_job_tracker] time, end time, and state. For more
information, see View job tracker details.
Pulled Integration To-do Stores tasks that are pulled from the
[sn_hr_integr_fw_todo_inbound] third-party system into Enterprise Service
Management Integrations Framework.
For more information, see View tasks of
a third-party system.
External Interface Stores modified records that are pushed
[sn_hr_integr_fw_ext_interface] from a ServiceNow application into a
third-party system.

1107
Set up for Enterprise Service Management Integrations Framework
Understand how to set up Enterprise Service Management Integrations
Framework to use for integration with third-party systems.
Before you begin

Role required: sn_hr_integr_fw.admin
Procedure
1. Create a source record by specifying the third-party application with which
you want to integrate your ServiceNow application.
For more information, refer to Create a source in Enterprise Service
2. Create an import set table.
3. Create a flow in Flow Designer.
For more information, refer to Create a flow.
Note: The flows or subflows that you are parsing into integration services
must follow the input and output structure of Template Integration
Service.
4. Create an integration service to connect with the third-party system.
For more information, refer to Create an integration service in Enterprise
Service Management Integrations Framework.
5. Create transformation maps.
For more information, see Create transform maps in Enterprise Service
Note:
• You must create transformation maps only for Schedule Pull services,
and not for Ondemand Push services.
• If you are using Enterprise Service Management Integrations
Framework to pull tasks from a third-party system, use the Pull to-do
transform map.
Create a source in Enterprise Service Management Integrations Framework

Create a source record that represents the third-party system which is
integrating with your HR Service Deliveryapplication.
Before you begin


1108
Procedure
1. Navigate to Integrations Framework > Source.
2. Click New.
Integration Sources
Field Description
Name Display name of the third-party application.

Properties Properties configured according to the requirements of the
integration.
Domain Name of the application for which the record is created.
4. Click Submit.
Create an integration service in Enterprise Service Management Integrations

Framework
Create an integration service to connect with the third-party system.
Before you begin

Procedure
2. In Integration Services, click New.
Integration Services
Field Description
Active Option to indicate that the integration service is available for

use.
Import set List of intermediate tables which store records from the third-
tables party system.
Note: This field is enabled only when Scheduled pull

service is selected in the Service type field.

1109
Field Description
Flow Flow that interacts with the third-party system to pull the
required data.
Name Display name of integration service.
Source Name of the third-party system with which you want to
integrate your application.
Application Application which contains the integration service record.
Order Order in which you want to run transformation scripts.
Service Option to indicate the type of service Scheduled pull or
type Ondemand Push.
Retry policy Configuration set to push a record if the previous push fails.
Note: This field appears only when Ondemand Push

service is selected in the Service type field.
Use Enterprise Service Management Integrations Framework

Understand how you can use Enterprise Service Management Integrations
Framework to connect with a third-party system.
Before you begin

Procedure
1. Create a source.
For more information, see Create a source in Enterprise Service Management
Integrations Framework.
2. Create an integration service for the source.
For more information, see Create an integration service in Enterprise Service
3. Create a scheduled job and trigger the run job flow for the source.
• Entries are created in the Integration Job Tracker
[sn_hr_integr_fw_job_tracker] table. Entries are created for active
Scheduled Pull services in the Integration Service Job Tracker
[sn_hr_integr_fw_service_job_tracker] table.
• Import sets are created and attached to the service job tracker, and load
start time is populated. Once data is loaded in the import set tables, the

1110
state of the service job tracker changes to loaded and the load end time is
populated.
• Once data is loaded for all the services, transformation begins based on
the service order defined in the Integration Service [sn_hr_integr_fw_service]
table. The states of services change to complete, and then the state of the
job tracker record changes to complete. For more information, see View job
tracker details.
View job tracker details

View details of the source job and service job, such as when did the job begin
and end, when did the records start loading into staging tables, or did the job
run completely or fail in between.
Before you begin

About this task

Once a scheduled flow is triggered or the Run job button on source module
is clicked, records are created in the Integration Job Tracker and Integration
Service Job Tracker tables.
Procedure
1. Navigate to Integrations Framework > Job Tracker.
2. View the job details.
Integration Job Tracker
Field Description
Job Name of the job with application name appended.

name
Job start Date and time when the source job has begun.
time
Job end Date and time when the source job has ended.
time
Error Message displayed when the job fails. If the source job fails, you
message must run the job again.
Source Name of the source for which the transformation job is run. For
example, Cornerstone On Demand, or Pluralsight.
State Current state of the job such as failed, completed, or running.

1111
HR Integration Service Job Tracker
Field Description
Integration Name of the integration service.

service
Sets Lists of import sets.
Load Option indicating the date and time when records started
started at loading into staging table.
Load Option indicating the date and time when the records finished
ended at loading into staging table.
Last run Option indicating the last time and date when the service was
date pulled correctly.
Error Message displayed when the service job fails. If the service job
message fails, you must run the job again.
State State of the service job such as loaded, running, or completed.
Transform Option indicating the date and time when the transformation
started at has begun, and records are moved from staging table to target
table.
Transform Option indicating the date and time when the transformation
ended at has ended.
Flow Unique identifier of the flow that is executed for integration
Execution service.
ID
Note: The reporting feature is turned off for the flows
(used for large integrations) that are created for Enterprise
Sync Stores token returned by APIs for certain integration services.
token
View tasks of a third-party system

View tasks that are pulled from the third-party system into Enterprise Service
Before you begin


1112
Procedure
1. Navigate to Integrations Framework > Todos.
2. View details of tasks.
Pulled Integration To-do
Field Description
Integration Unique identifier for the integration Todo.

todo ID
Todo Description of the Todo or task in the third-party system.
description
Todo state State of the Todo or task in ServiceNow system, such as
Open or Closed.
Active Option indicating whether the Todo or task is active in the
third-party system.
Assigned to User to whom the Todo or task is assigned.
External Status Status of the Todo or task in external system.
Extension Option indicating the origin of Todo or task.
System
Domain Option indicating that domain separation is enabled for this
table.
Important:
• By default, the Auto Flush data retention policy removes to-dos after
seven days. If you do not want the to-dos to be removed from the
table:
a. Navigate to System Maintenance > Table Cleanup and select
sn_hr_integr_fw_todo_inbound.
b. To inactivate the retention policy, deselect the Active checkbox.
c. To specify a different condition in the retention policy, add a script in
the Condition field.
• If you want use the Pulled Integration To-do table to pull to-dos or tasks
from a third-party system, then you must create an implementation of
this extension point: sn_hr_integr_fw.TodoTransformHelper .

1113
Widgets to display tasks from a third-party system
The HRSD Framework Integration and HRSD Integration Framework Complete
pre-configured widgets help to display tasks from a third-party system to the To-
dos page in Employee Center.
These widgets are available only when the Human Resources Scoped App:
Core [com.sn_hr_core] application is activated. For more information on these
widgets, navigate to Employee Service Center > To-dos Configuration.
Create transform maps in Enterprise Service Management

Integrations Framework
Create a transform map to specify data relationships between the import set
table and the target table.
Before you begin

About this task

For every transformation, you must either create a transform map or select an
existing one.
Procedure
1. Navigate to Integrations Framework > Transform Maps.
2. View the existing transform maps.
Transformation Maps
Name Description
HR Pull Moves tasks or Todos from the HR Pulled To-do Integration

to-do Staging [sn_hr_integr_fw_todo_inbound_staging] table into the
transform HR Pulled Integration To-do [sn_hr_integr_fw_todo_inbound]
map table.
HR Profile Maps workers, future workers, and effective workers from the
Transform HR Profile Staging [sn_hr_integr_fw_hr_profile_staging] table into
Map the HR Profile [sn_hr_core_profile] table.
Job Maps job profiles from the Job Staging
Transform [sn_hr_integr_fw_job_staging] table to the Job [sn_hr_core_job]
Map table.
Department Maps departments from the Department Staging
Transform [sn_hr_integr_fw_department_staging] table to the Department
Map [cmn_department] table.

1114
Name Description
Location Maps locations from the Location Staging

Transform [sn_hr_integr_fw_location_staging] table to the Location
Map [cmn_location] table.
Position Maps positions from the Position Staging
Transform [sn_hr_integr_fw_position_staging] table to the Position
Map [sn_hr_core_position] table.
3. To create a transform map, click New.

For details of how to create a transform map, refer to the table in
Transformation scripts.
External Interface in Enterprise Service Management Integrations

Framework
Use External Interface to view details of records that are being pushed from
ServiceNow into a third-party system.
Before you begin

Procedure
1. Navigate to Integrations Framework > External Interface.
2. On the form, view the fields:
External Interfaces form
Field Description
Service OnDemand push service that is invoked to interact with a third-

party system.
Source Source table in which the record is stored.
table
name
Table Sys Sys ID of the table record that has been modified. A combination
ID of Source table name and Table Sys ID is used to identify and push
the modified record into a third-party system.
Status Current status of the push, such as completed or pending.

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Field Description
Error Error message displayed when the push failed.

message
Error Error code displayed when the push failed.
code
What to do next
The Trigger External Interfaces flow automatically:
• Identifies records whose Status is Pending, Service is Active, and Service type
is OnDemand Push from the External Interface [sn_hr_integr_fw_ext_interface]
table.
• Pushes the identified records into third-party system.
HR Service Delivery Integration with Cornerstone OnDemand

®
With the ServiceNow HR Service Delivery Integration with Cornerstone
OnDemand application, display relevant learning courses for employees as part
of their To-do tasks in the ServiceNow Employee Center.
Cornerstone OnDemand is a learning system that hosts learning videos, training,
and certifications for employees. Using HR Service Delivery Integration with
Cornerstone OnDemand, you can pull learning tasks from the Cornerstone
OnDemand system to ServiceNow so that employees can view all their To-do
tasks in a single location, Employee Center.
Setting up the application

To set up the HR Service Delivery Integration with Cornerstone OnDemand
application, you must first activate the HR Service Delivery Integration with
Cornerstone OnDemand plugin [sn_hr_cornerstone] from ServiceNow Store. This
plugin activates Cornerstone spoke in IntegrationHub and HR Service Delivery
Integrations Framework plugin [sn_hr_integre_fw]. Next you must set up the
Cornerstone spoke in IntegrationHub. For details on how to complete the set up,
refer to Set up HR Service Delivery Integration with Cornerstone OnDemand.
Using Enterprise Service Management Integrations Framework

Enterprise Service Management Integrations Framework provides a consistent
way of building integrations for common use cases such as pulling employee
profile information, pulling to-dos, or pulling other data from third-party systems
and storing it in ServiceNow instance. It contains common components, such as
the Source table, HR Integration Services table, scheduled flows, and transform
maps, that can be used for building integrations.

1116
By default, when the HR Service Delivery Integration with Cornerstone
OnDemand application is set up, source, HR integration services, scheduled
flows, and transform maps are automatically set up for the Cornerstone
OnDemand system in Enterprise Service Management Integrations Framework.
The schedule flows in Enterprise Service Management Integrations Framework
interact with the Cornerstone OnDemand system to pull users, learning objects,
and transcripts into ServiceNow.
Assigning learning tasks to employees

When learning tasks are assigned to employees in the Cornerstone OnDemand
system, transcripts are created for those employees in the Cornerstone
OnDemand system.
Enterprise Service Management Integrations Framework, using the Sync
Transcripts service, pulls the transcripts from the Cornerstone OnDemand system
and displays them as tasks in the To-dos page in Employee Center.
On clicking the learning task in Employee Center, the employee is navigated to
Cornerstone OnDemand system for completing the task. When the employee
completes the task in Cornerstone OnDemand system, the status of task gets
updated in Employee Center after the scheduled job is run for the Cornerstone
OnDemand system.

release notes.
Components installed with HR Service Delivery Integration with

Cornerstone OnDemand
Several types of components are installed with activation of the HR Service
Delivery Integration with Cornerstone OnDemand plugin [sn_hr_cornerstone],
Roles installed
Contains
roles
HR Cornerstone Admin Can access and set up the HR Service • None

[sn_hr_cornerstone.admin] Delivery Integration with Cornerstone
OnDemand application.

1117
Tables installed
Table Description
User Mapping Details of users mapped from the

[sn_hr_cornerstone_user_mapping] Cornerstone OnDemand system into the
ServiceNow system.
CSOD Learning Object Details of learning objects (such as
[sn_hr_cornerstone_lo] learning type, learning ID, title) that are
pulled from the Cornerstone OnDemand
system into the ServiceNow system.
CSOD Status Status of transcripts in the Cornerstone
[sn_hr_cornerstone_status] OnDemand system.
Set up HR Service Delivery Integration with Cornerstone OnDemand

Understand how to set up the HR Service Delivery Integration with Cornerstone
OnDemand application for pulling learning courses from the Cornerstone
OnDemand system into the ServiceNow system.
Before you begin

• Role required: sn_hr_cornerstone.admin
• Activate the Human Resources Scoped App: Core plugin [com.sn_hr_core].
• Activate the HR Service Delivery Integration with Cornerstone OnDemand
plugin [sn_hr_cornerstone] from ServiceNow Store. This plugin activates
Cornerstone spoke in IntegrationHub and HR Service Delivery Integrations
Framework plugin [sn_hr_integre_fw].
Procedure
1. Set up the Cornerstone spoke in IntegrationHub.
For more information, refer to the Cornerstone spoke documentation.
2. Configure the URL prefix in the Cornerstone source record in HR Service
Delivery Integration with Cornerstone OnDemand.
For more information, refer to Use deep link for HR Service Delivery Integration
with Cornerstone OnDemand.

1118
Important: Once you have activated the necessary plugins and set
up the Cornerstone spoke, HR Integration Services (for Cornerstone
OnDemand application) are automatically created. For more
information, refer to HR Integration Services for HR Service Delivery
Integration with Cornerstone OnDemand.
3. Configure the flow for HR Service Delivery Integration with Cornerstone
OnDemand.
For more information, refer to Configure the flow for HR Service Delivery
Integration with Cornerstone OnDemand.
Use deep link for HR Service Delivery Integration with Cornerstone OnDemand
Use the deep link prefix to pull learning objects from the Cornerstone
OnDemand system during run time.
Before you begin

Role required: sn_hr_cornerstone.admin
Procedure
1. Login to the Cornerstone OnDemand application and generate deep links.
For more information, refer to the documentation of Cornerstone OnDemand
system.
Note: Ensure that you have selected LO Details in Page URL list in the
Deep link Generator tab.
2. Copy the URL prefix.
3. Navigate to HR Cornerstone Integrations > Source.
4. Click Cornerstone.
5. In Properties, append the copied value in url_prefix.
Configure the flow for HR Service Delivery Integration with Cornerstone

OnDemand
Specify the frequency and time at which you want to run the scheduled
flow that pulls learning objects, users, and transcripts from the Cornerstone
OnDemand application into the ServiceNow system.
Before you begin

Role required: sn_hr_cornerstone.admin

1119
Procedure
2. Activate the Trigger CSOD Sync scheduled flow.
3. Click Trigger.
a. Select a frequency such as daily or weekly or monthly. The default value is
Daily.
b. Specify a time. The default value is 21:00:00.
Source for HR Service Delivery Integration with Cornerstone

OnDemand
Once you set up the HR Service Delivery Integration with Cornerstone
OnDemand application, the source record for Cornerstone On Demand
application is automatically created in Enterprise Service Management
Integrations Framework, Source module. The Cornerstone OnDemand source
record in the in Enterprise Service Management Integrations Framework
application contains a predefined set of properties and HR Integration Services.
Properties
Field Description
Full- When set to True, all the active users, active trainings, incomplete
pull to-dos from the Cornerstone OnDemand system are pulled into
respective tables in ServiceNow instance.
When set to False, only modified users, modified trainings, modified
transcripts (based on last successful schedule run time) are pulled from
the Cornerstone OnDemand system are pulled into respective tables in
Note: If there is no information on the last successful schedule run

time, the first pull will always be a full pull.
page- Number of records that are pulled through an API call from the
count Cornerstone OnDemand system. By default, the value is 500.
Note: This property is honored only by the Sync Trainings and

Sync Transcripts HR Integration Services, and not by Sync Users HR
Integration Service.
url- Deep link prefix to pull learning objects from the Cornerstone
prefix OnDemand system during run time. For more information, see

1120
Properties (continued)
Field Description
Use deep link for HR Service Delivery Integration with Cornerstone

OnDemand.
HR Integration Services for HR Service Delivery Integration with

Cornerstone OnDemand
Once you set up the HR Service Delivery Integration with Cornerstone
OnDemand application, HR integration services for Cornerstone are
automatically created in Enterprise Service Management Integrations
Framework. The flows in HR Integration Services communicate with the
Cornerstone OnDemand system to pull users, learning objects, and transcripts
into ServiceNow.
Important: You must activate all of these HR integration services so that

data is properly synchronized between the Cornerstone OnDemand system
and ServiceNow.
HR Integration Services for Cornerstone
Name Description
Sync Users This HR integration service maps users in the Cornerstone

OnDemand system to users in the ServiceNow system using email
Ids. When the Trigger CSOD Sync schedule flow is run, users are
pulled from the Cornerstone OnDemand system to the User
Mapping Staging [sn_hr_cornerstone_user_mapping_staging]
table. After transformation scripts are run, mapped users are
displayed in HR Cornerstone Integrations > Users.
Sync This HR integration service pulls learning objects such videos
Trainings or curriculum from the Cornerstone OnDemand system to the
ServiceNow system. When the Trigger CSOD Sync schedule
flow is run, learning objects are pulled into the CSOD Learning
Object Staging [sn_hr_cornerstone_lo_staging] table. After the
transformation scripts are run, learning objects are displayed in HR
Cornerstone Integrations > Learning Objects.
Sync This HR integration service pulls transcripts from the Cornerstone
Transcripts OnDemand system to the ServiceNow system. When
the Trigger CSOD Sync schedule flow is run, transcripts
are pulled into HR Pulled To-do Integration Staging
[sn_hr_integr_fw_todo_inbound_staging] table. After the

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HR Integration Services for Cornerstone (continued)
Name Description
transformation scripts are run, transcripts are displayed in HR

Integrations Framework > Todos.
Users for HR Service Delivery Integration with Cornerstone OnDemand

Users from the Cornerstone OnDemand system are mapped to the users in
ServiceNow system using email Ids. User mapping helps in assigning learning
tasks to the correct user in the ServiceNow system.
When the Trigger CSOD Sync schedule flow is run, users are pulled
from the Cornerstone OnDemand system to the User Mapping Staging
[sn_hr_cornerstone_user_mapping_staging] table. Once the transformation
scripts are run, mapped users are displayed in HR Cornerstone Integrations >
Users.
Field Description
CSOD ID CSOD ID from Cornerstone OnDemand system.

Active Option that indicates whether or not the user is active in the
Cornerstone OnDemand system.
User Name of the user in the ServiceNow system.
CSOD Name of the user in the Cornerstone OnDemand system.
User
CSOD ID of the user in the Cornerstone OnDemand system.
User ID
CSOD Email ID of the user in the Cornerstone OnDemand system.
Email
Note: In case you want to use CSOD ID, CSOD user, and CSOD User
ID fields for mapping users, you must override the getUser method in
CSODIntegrationsUtil script.
Learning objects for HR Service Delivery Integration with Cornerstone

OnDemand
View details of learning objects that are pulled from the Cornerstone
OnDemand system to ServiceNow system. Learning objects help in navigating
users to the correct learning to-do details.

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When the Trigger CSOD Sync schedule flow is run, the flow in the Sync Trainings
service pulls learning objects from the Cornerstone OnDemand system into the
CSOD Learning Object Staging [sn_hr_cornerstone_lo_staging] table. After the
transformation scripts are run, learning objects are displayed in HR Cornerstone
Integrations > Learning Objects.
Field Description
Title Name of the learning object.

Active Option indicating that the learning object is in use.
Learning ID Unique identifier of the learning object.
Learning Type Type of learning object.
Learning Type ID Unique identifier of the learning type.
Root LO Parent of the learning object.
Note:
• These type of learning objects are not displayed in the Learning
Objects page: Session, Cohort, Program, and Library type. These type
of learning objects appear in the CSOD Learning Object Staging
[sn_hr_cornerstone_lo_staging] table, but do not appear in the Learning
Objects page after transformation.
• Only the child topics of a certification are displayed as tasks in the To-dos
page in Employee Center, and not the certification itself.
Status mapping in Cornerstone OnDemand System

Once you set up HR Service Delivery Integration with Cornerstone OnDemand,
mapping between transcript status ID and status value is displayed in the Status
page in HR Service Delivery Integration with Cornerstone OnDemand. This
information helps to manage the task external status in the HR Pulled Integration
To-do table, for Cornerstone OnDemand system.
For example, a transcript with status ID 25 is pulled into Cornerstone OnDemand
system into ServiceNow system. 25 implies that the status value of the task is
Pending approval in the Cornerstone OnDemand system.
Field Description
Status Status of the task in the Cornerstone OnDemand system.

1123
Field Description
Status ID Unique identifier of the status in Cornerstone OnDemand system.
Transform maps for HR Service Delivery Integration with Cornerstone

OnDemand
By default, when HR Service Delivery Integration with Cornerstone OnDemand is
set up, the CSOD user mapping transform and CSOD learning object mappings
transformation maps are automatically available for HR Service Delivery
Integration with Cornerstone OnDemand. These transform maps specify data
relationships between source table and target table.
Transformation maps
Name Description
CSOD Maps users from the User Mapping Staging

user [sn_hr_cornerstone_user_mapping_staging] source table into the
mapping User Mapping [sn_hr_cornerstone_user_mapping] target table.
transform
CSOD Maps learning objects from the CSOD Learning Object Staging
learning [sn_hr_cornerstone_lo_staging] source table into the CSOD
object Learning Object [sn_hr_cornerstone_lo] target table.
mappings
HR Pull Maps tasks or Todos from the HR Pulled To-do Integration Staging
to-do [sn_hr_integr_fw_todo_inbound_staging] table to the HR Pulled
transform Integration To-do [sn_hr_integr_fw_todo_inbound] table. For more
map information, refer to Create transform maps in Enterprise Service
HR Service Delivery integration with Workday

®
The ServiceNow HR Service Delivery integration with Workday application is
built by Bristelcone, Inc.
With this application, you can do the following:
• Synchronize worker profiles from Workday to a ServiceNow application.
• Pull Workday tasks into a ServiceNow application. Enable employees to view
all their to-dos or tasks in a single place, Employee Center.

1124
Application setup
First, you must activate the HR Service Delivery integration with Workday
application from ServiceNow Store. This automatically activates the Workday HR
Spoke. Next you must set up Workday HR Spoke.
Note:
• HR Service Delivery integration with Workday V1 (Synchronise worker
profiles) depends on Workday HR Spoke V 1.1.2.
• HR Service Delivery integration with Workday V2 (Pull workday to-dos)
depends on Workday HR Spoke V 1.3.0.
• For the application to work with Human Resource: Core, you must install
these update sets.

release notes.
Components installed with HR Service Delivery integration with

Workday
Delivery Integration with Workday (sn_hr_workday) application, including tables
and user roles.
Roles installed
HR Workday Admin • flow_operator

• Can access all features and
[sn_hr_workday.admin] capabilities of the HR Service • import_admin
Delivery integration with
• sn_hr_workday.user
Workdayapplication.
• Can configure worker profile
settings.

1125
Scheduled flows installed
Scheduled
Description
flow
Run Pulls data from Workday to ServiceNow. By default the flow is in

Workday inactive state. For information on how to activate the flow, see
Integration Schedule flow for HR Service Delivery integration with Workday.
Flow
Tables installed
Table Description
Workday Worker Profile Sync Configuration Stores one-time

[sn_hr_workday_configuration_worker_profile_sync] configuration parameters
for the initial setup of
the HR Service Delivery
integration with Workday
application. These
parameters ensure that
worker profile information
is pulled from Workday
into the ServiceNow
application.
Workday Integration Job Tracker Tracks every job pull that
[sn_hr_workday_job_tracker] has been performed
from the ServiceNow
application to Workday
either by schedule job
or manual reconciliation
process.
Workday Integration Service Job Tracker Tracks every service
[sn_hr_workday_service_job_tracker] job pull that has been
performed from the
ServiceNow application
to Workday either by
schedule job or manual
reconciliation process.
Workday Todos Stores todos that are
[sn_hr_workday_todo] pulled from Workday.

1126
Table Description
Workday Configuration Pull To-Dos Stores parameters or

[sn_hr_workday_pull_todo_config] inputs which help in
setting up the todos
configuration.
Worker profile synchronization

Pull worker profile data from Workday into ServiceNow. View worker profile
details from Workday in ServiceNow HR Service Delivery.
The following sections explain how to set up the application, configure worker
profile settings, activate and run the schedule flow to synchronise worker profiles.
Application setup
First, you must activate the HR Service Delivery integration with Workday
application from ServiceNow Store. This automatically activates the Workday HR
Spoke V 1.1.2. Next, you must set up Workday HR Spoke V 1.1.2.
Worker profile settings

Store one-time configuration parameters for synchronizing data between
Workday and ServiceNow. For more information, see Configure worker profile
settings.
Note: Even if you are not using Worker profile synchronization, ensure that
you have configured the Workday tenant time zone field in the Workday
Worker Profile Sync Configurations form. This field handles the time zones
between the two systems, ServiceNow and Workday.
Schedule flow activation

Activate and run the schedule flow that pulls Worker profile information into
ServiceNow. For more information, see Schedule flow for HR Service Delivery
integration with Workday.
Configure worker profile settings

Configure parameters to ensure that worker profiles are synchronized between
Workday and ServiceNow.
Before you begin

Role required: sn_hr_workday.admin

1127
Procedure
1. Navigate to Workday Worker Profile Sync > Configurations > Worker Profile
Sync Configurations.
2. Click New.
Important: For details on how to get the value for each of the fields in
the form, refer to this KB article.
Workday Worker Profile Sync Configurations form
Field Description
Workday tenant time zone Time Zone of Workday workers.

Number of days to look ahead Number of days that is considered to
for upcoming onboarding and pull the profiles of future workers who are
offboarding events onboarding or off boarding.
Department organization type Unique identifier for the department
ID organization type.
Location usage ID Unique identifier for the location usage.
Location phone device type ID Unique identifier for the location phone
device type.
Location fax phone device type Unique identifier for the location fax phone
ID device type.
Location communication usage Unique identifier for the location
type ID communication usage type.
Enable dry run When enabled, data is pulled into staging
tables, but is not transformed to target
tables.
Enable debugging When enabled, additional logs are
collected.
Worker home email Unique identifier for the worker home
communication usage type ID email communication usage type.
Worker work email Unique identifier for the worker work email
communication usage type ID communication usage type.
Worker work phone Unique identifier for the worker work
communication usage type ID phone communication usage type.

1128
Field Description
Worker home phone Unique identifier for the worker home

communication usage type ID phone communication usage type.
Worker mobile phone device Unique identifier for worker mobile phone
type ID device type.
Worker phone device Type ID Unique identifier for worker phone device
type.
Worker Home Address Type Unique identifier for worker home address.
Reference Communication
Usage Type ID
4. Click Submit.
What to do next
Click the Get Reference ID Types related link to run the flow that interacts with
Workday to pull the reference ID types that are referenced in the configuration
fields.
Configure properties for Worker profile synchronization

Set the properties that control Worker profile synchronization b
Before you begin

Procedure
Navigate to System Properties and set the following property values:
Worker profile synchronization properties
sn_hr_workday.worker_service_flow_name
Provide name of the sub flow that is
cloned from Get Worker Service. The
format must be in scope-name.flow-
name.
sn_hr_workday.worker_page_size Specify the page size for Get Workers

Service. The maximum page size can
be 999.

1129
Mapping worker profile fields
The Run Workday Integration Flow schedule flow maps Worker profile fields from
Workday to the HR profile fields in ServiceNow.
Important:
• For details on fields that are mapped, refer to this KB article.
• Create an index on the first_name, last_name columns of HR profile to
improve performance.
Worker profile synchronization limitations

Limitations to the data that is synchronized from Workday to ServiceNow.
• Partial pull is not supported for Department and Location. It is only supported
for HR profile and Job Profile.
• When an organization, a location, and a job profile is made inactive in
Workday, it does not become inactive in ServiceNow. This is because the
Department table, Location table, and Job profiles table in ServiceNow do
not have the Active field to record the status information.
• The following fields are not mapped while synchronizing HR profiles:
◦ Under Employee Information: Leave status, Location type, Notice period,
Probation end date, Probation period, Social Security number, and Business.
◦ Under Jobs: Location type and Work email.
Workday to-dos
Pull Workday tasks or to-dos on regular scheduled basis or on manual basis for
provided date range into ServiceNow instance. This allows the employees to
view all their to-dos in a single place, Employee Center.
Application setup
• Activate the HR Service Delivery integration with Workday application from
ServiceNow Store. This automatically activates the Workday HR Spoke.
• Set up Workday HR Spoke V 1.5.0 V 1.5.0.
• Activate the HR Service Delivery Integrations Framework from ServiceNow

Store. HR Service Delivery integration with Workday uses HR Service Delivery
Integrations Framework to pull tasks from Workday into ServiceNow. For more
information on HR Service Delivery Integrations Framework, see Enterprise

1130
To-dos settings
Store one-time configuration parameters for pulling tasks from Workday into
ServiceNow. For more information, see Configure Workday to-dos.
Schedule flow activation

Activate and run the schedule flow that pulls tasks into ServiceNow. For more
information, see Schedule flow for HR Service Delivery integration with Workday.
Configure Workday to-dos

Store one-time configuration parameters to pull tasks from Workday into the
ServiceNow application.
Before you begin

Procedure
1. Navigate to Workday Pull To-dos > Configuration Pull To-dos.
For information on the Pull to-dos report creation, see this KB article.
Workday Configuration Pull To-Dos
Field Description
Workday Name of the report that is pulled from Workday.

to dos
RAAS Note: Make sure you provide the exact name of the report
report for proper synchronization.
name
Workday Owner of the report.
to dos
report Note: Make sure you provide the exact name of the owner
owner for proper synchronization.
username
Initial Date and time from which you want to pull todos from Workday
load start into ServiceNow.
date time
Load Interval in which you want to pull data, for example, in terms of
Interval days or months or hours.
Example: For initial load, if you want to pull data from the last six
months, then you can set the load interval as 15 days. Data is
1131
Field Description
pulled from the last six months (in a set of 15 days) till the starting
time captured in the Job Started at field in Job tracker. In case
the data is large, an outbound call timeout error is displayed in
ServiceNow. You must then decrease the load interval.
If a schedule flow is run for every 12 hours, then data is always
pulled till current time.
View tasks from Workday

View details of the todos or tasks that are pulled from Workday into ServiceNow.
Before you begin

Procedure
1. Navigate to Workday Pull To-Dos > Workday To-Dos
2. On the form, view the fields.
Workday Todos
Field Description
Integration Unique identifier for the Workday task.

todo ID
Active Option indicating whether the task is active in Workday.
Assigned to User to whom the task is assigned.
Todo state Current state of the task in ServiceNow. For example, Open,
and Complete.
URL URL that navigates to Workday to complete the task.
Todo Description of the Workday task visible in ServiceNow
description Employee Service Center .
Due date Date and time by which the task has to be completed.
External Current status of the task in Workday. For example, Awaiting
status Action, and Cancelled.
Extension Option indicating the origin of the task, that is Workday.
system

1132
Widgets to display Workday tasks
The HRSD Framework Integration and HRSD Integration Framework Complete
pre-configured widgets help to display Workday tasks in the To-dos page in
For more information on these widgets, navigate to Employee Service Center >
To-dos Configuration.
Schedule flow for HR Service Delivery integration with Workday

Activate the schedule flow that interacts with Workday to pull worker profile
information and tasks into a ServiceNow application.
Before you begin

Procedure
2. Open Run Workday Integration Flow.
3. Click Activate.
4. In the Trigger field, specify the time and interval at which you want to
automatically run the scheduled flow.
5. Expand Call Run Workday Service Subflow.
6. Enable the Department, Location, Job Profile, Worker Profile, Effective Worker
Profile, Future Worker Profile, Retrieve All Data, and Pull To-dos check boxes.
The schedule flow pulls data in the following order:
• Locations
• Departments
• Job profile
• Workers
• Future workers
• Effective workers
• Jobs

1133
Once data is pulled into staging tables, transform maps move data into
target tables. For more details, refer to Transform maps for HR Service
Delivery integration with Workday.
Note:
◦ For a partial pull, deselect the Retrieve all data check box. Partial pull
is not supported for Department and Location. It is only supported for
HR profile and Job Profile.
◦ The Retrieve All Data check box is not supported for Pull To-Dos.
The first pull will always be a full pull based on the configuration
parameter Initial Load Date time. The subsequent ones are
incremental pulls.
◦ Before you run the flow, turn off reporting:
com.snc.process_flow.reporting.level.
Transform maps for HR Service Delivery integration with Workday

Transform maps specify data relationships between source table and target
table.
For details on the transform maps, navigate to System Import Sets >
Administration > Transform Maps.
Transformation Maps
Name Description
Job Profile Maps job profiles from the Job Profile Staging
Transform [sn_hr_workday_job_profile_staging] table to the Job Profile
Map [sn_hr_core_job_profile] table.
Location Maps locations from the Location Staging
Transform [sn_hr_workday_location_staging] table to the Location
Map [cmn_location] table.
HR Profile Maps workers, future workers, and effective workers from the HR
Transform Profile Staging [sn_hr_workday_hr_profile_staging] table to the HR
Map Profile [sn_hr_core_profile] table.
Department Maps departments from the Department Staging
Transform [sn_hr_workday_department_staging] table to the Department
Map [cmn_department] table.

1134
Transformation Maps (continued)
Name Description
HR Job Maps jobs from the HR Job Staging

Transform [sn_hr_workday_hr_job_staging] table to the Job [sn_hr_core_job]
Map table.
HRSD Maps to-dos from the Workday Integration Todos Staging
Workday [sn_hr_workday_todo_staging] table into the Workday Todos
Pull Inbox [sn_hr_workday_todo] table.
Items
View job tracker details for Workday

Track every pull that has been performed from ServiceNow to Workday either by
schedule job or manual reconciliation process. View details of the job, such as
when did the job begin and end, when did the records start loading into staging
tables, or did the job run completely or fail in between.
Before you begin

Procedure
1. Navigate to Workday Worker Profile Sync > Job Tracker > Workday Integration
Job Tracker.
2. View job details.
Workday Integration Job Trackers form
Field Description
Job name Name of the job that has run.

Job started at Date and time when the job started.
Job ended at Date and time when the job ended.
State Current state of the job, such as Complete and Failed.
Error message Message displayed when the job has failed.
3. Select a job record. In the Workday Integration Service Job Trackers related
list, view the service job details.

1135
Workday Integration Service Job Trackers form
Field Description
Number Unique identifier for the service job run.

Workday Name of the service job that has run. For example,
Integration Worker Profiles integration service.
Service
Job state Current state of the service job. For example, Completed
or Failed.
Job started at Date and time when the service job run started.
Job ended at Date and time when the service job run ended.
Error Source Phase during which the error has occurred: API Error,
Transformation Error, or Configuration Error.
Error Message Message displayed when the job has failed.
Start Date Time- Date after which the modified records are pulled from
API Parameter Workday into ServiceNow.
End Date Time- Date until which the modified records are pulled from
API Parameter Workday into ServiceNow.
Import Set Name of the import set that is pulled.
HR Service Delivery Advanced Integration with Workday

®
The ServiceNow HR Service Delivery Advanced Integration with Workday
application is built by Bristelcone, Inc.
HR Service Delivery Advanced Integration with Workday enables you to
complete the following tasks:
As an advanced Workday administrator
• Configure templates to display customized Total Rewards

information to employees in the configured Service Portal. See Set
up Total Rewards.
• Configure legal name change settings to enable employees to
change their legal name from Employee Center. See Legal name
change configuration.

1136
• Import time offs, holiday calendars, and schedule calendars from
Workday into the ServiceNow application enabling employees
to submit a time off request from Employee Center. See Time off
request to Workday.
As an employee
• Submit your time off request from Employee Center. See Request
a time off.
• Change your legal name through virtual agent conversation
in Employee Center. See Change legal name through Virtual
Agent .
• Report discrepancy in your Workday payslip from Employee
Center. See Report an issue with your payslip.
• View your Total Rewards information (such as benefits,
compensation, and allowances) in the configured Service Portal.
• View your holiday calendars in configured Service Portal.
Application setup
First, you must activate the HR Service Delivery Advanced Integration with
Workday application from ServiceNow Store, which automatically activates the
Workday HR Spoke. Next, set up Workday HR Spoke, and install the following
applications:
• Glide Virtual Agent plugin [com.glide.cs.chatbot]
• Human Resources Scoped App: NLU Model[com.sn_hr_nlu_model]
• Human Resources Scoped App: Core [com.sn_hr_core]
Important:
• The HR Service Delivery Advanced Integration with Workday application
is built on Workday web service version 33.2. The application may not be
compatible with the previous or later versions of Workday web service
version 33.2.
• For the application to work with the ServiceNow Standard Ticket page,
you must install these update sets: standard_ticket_rca
• For the application to work with Human Resource: Core, you must install
these update sets: human_resources_core_rca
• For the application to work with Human Resources: Service Portal, you
must install these update sets: human_resources_portal_rca

1137
release notes.
Components installed with HR Service Delivery Advanced Integration

with Workday
Delivery Advanced Integration with Workday, including tables, user roles, and
scheduled jobs.
Roles installed
Advanced Workday Admin • Can configure Workday • flow_operator

[sn_hr_workday_adv.admin] reports.
• import_admin
• Can customize Total rewards
templates.
• Can configure Legal name
change settings.
• Can import time offs from
Workday.
• Can pull holiday calendars
and schedule calendars from
Workday.
• Can pull Workday reference
IDs.
Tables installed
Table Description
Time Offs Stores details of time

[sn_hr_workday_time_offs] offs, such as time off
ID, and references

1138
Table Description
to time off plan, and

time off type.
Time Off Plans Stores details of time
[sn_hr_workday_time_off_plans] off plans, such as
time off plan ID, unit
of time, and daily
quantity.
Time Off Types Stores details of time
[sn_hr_workday_time_off_types] offs types, such as
time off type ID.
Time Off Reasons Stores details on
[sn_hr_workday_time_off_reasons] time off reasons
such as time off
reason ID and
reference to time
off.
Absence Table Stores the Absence
[sn_hr_workday_absence_table] table ID and Reason
required fields.
Absence Table Tiers Stores the
[sn_hr_workday_absence_table_tiers] combination
of leave plans
and time offs.
For example,
combination of time
off plan (USA Sick
Plan (GPS) and time
off (USA Sick Time
Off (GPS)).
Absence Table Reasons Stores reasons of the
[sn_hr_workday_absence_table_reasons] Absence table.
Holiday Calendar Stores details of

[sn_hr_workday_holiday_calendar] holiday calendars
(such as holiday
calendar name,
start date, and
end date) that

1139
Table Description
are pulled from

Workday.
Work Schedule Calendar Stores details of
[sn_hr_workday_work_schedule_calendar] work schedule
calendars (such
as work schedule
calendar name,
ID, and pattern
start date) that
are pulled from
Workday.
Legal Name Change Configuration Stores the
[n_hr_workday_adv_legal_name_change_configuration] configuration
options that are
set for legal name
change.
Workday Reference ID List Stores the legal
[sn_hr_workday_adv_reference_id_list] name change
document
categories and
total rewards (plans)
that are pulled from
Workday.
Workday Report Configuration Stores details of
[sn_hr_workday_adv_report_configuration] reports that are
created in Workday.
For example, name
of the report, owner
of the report, and
purpose of creating
the report.
Total Rewards Section Setup Stores details of
[sn_hr_workday_adv_total_rewards_section_setup] Total Rewards
sections with plans
associated to it.
Total Rewards Template Setup Store details of Total
[sn_hr_workday_adv_total_rewards_template_setup] Rewards templates
with sections and

1140
Table Description
plans associated to
it.
Reports in HR Service Delivery Advanced Integration with Workday

Configure the necessary reports to pull data, such as time offs plans, time off
reasons, holiday calendar WID, and work schedule calendar WID, from Workday
into the ServiceNow tables.
Important: Only a Workday administrator can create reports in Workday.

A ServiceNow administrator must collect the report details from a Workday
administrator.
Time off use case

To use the Time off request functionality, create the following reports:
• Absence table reasons
• Absence table tiers
• Absence tables
• Get holiday calendar WID
• Get work schedule calendar WID
• Time off plans
• Time off reasons
• Time off types
• Time offs
Note: For information about the Time off request functionality, see Time off
request to Workday.
Payroll use case

To use the Payslip discrepancy functionality, create the Look up payslip report.
Note:
• For information about the Payslip discrepancy functionality, see Report
an issue with your payslip.
• For information about the Look up payslip report creation, see this KB
article.

1141
Total rewards use case
To use the Total rewards functionality, create the Total Rewards report.
Note:
• For more information about the Total rewards functionality, see Set up
Total Rewards.
• For information about the Total Rewards report creation, see this KB
article.
Holiday calendar use case

To use the Holiday calendar functionality, create the Get holiday calendar WID
report.
Note:
• If you have already created Get holiday calendar WID report for the
Time off request functionality, creating another report of Get holiday
calendar WID is not required.
• For more information about the Holiday Calendars functionality, see
Holiday calendars.
• For information about the Holiday Calendar report creation, see this KB
article.
Configure a Workday report

Complete the one time set up of configuring the required Workday reports. This
step is required to pull data from Workday to a ServiceNow application.
Before you begin

Role required: sn_hr_workday_adv.admin
Procedure
1. Navigate to Workday Advanced Use Cases > Workday Report Configurations.
2. Click New.
Workday Report Configurations form
Field Description
Report Name of the report.

name

1142
Field Description
Note: The report name must match to that in Workday. Use

the report name alias by replacing space in the Workday
report name with _
Report Owner of the report.
owner
username Note: The report owner name must match to that in
Workday.
Used for Purpose of creating the report. For example, a report is created
for pulling time offs from Workday into the ServiceNow tables.
4. Click Submit.
Set up Total Rewards

Configure the Total Rewards templates by choosing plans, sections, and target
audience. Display a customized Total Rewards widget to employees in the
configured Service Portal.
Before you begin

Configure the required reports for the Total Rewards functionality. See Reports in
HR Service Delivery Advanced Integration with Workday.
Procedure
1. Set up plans to include in sections in Total Rewards Template.
For more information, see Set up plans for Total Rewards.
2. Set up sections to include in Total Rewards Template.
For more information, see Set up sections for Total Rewards templates.
3. Set up Total Rewards template by choosing sections, and target audience.
For more information, see Set up a template for Total Rewards.
What to do next
1. Navigate to Service Portal > Service Portal Configuration > Designer. Display
the Total Rewards view to employees by adding the View Workday Total
Rewards widget to the required Service Portal.
2. Configure the system property,
sn_hr_workday_adv.workday_total_rewards.currency_code, which stores the
currency code to call the Total Rewards RAAS (Report As A Service) based
API. The default value of the property is USD.

1143
Set up plans for Total Rewards
Complete the one time set up of pulling plans, such as employee benefits
plan, compensation plan, insurance plan, from Workday into the ServiceNow
application.
Before you begin

Procedure
1. Navigate to Workday Advanced Use Cases > Total Rewards > Plans Available.
2. Click Get Reference IDs to pull the plans from Workday into ServiceNow tables.
Note: The plans from Workday are pulled into Workday Reference
ID List Staging [sn_hr_workday_adv_reference_id_list_staging]
table and from staging table into Workday Reference ID List
[sn_hr_workday_adv_reference_id_list] table.
Workday Reference ID Lists form
Field Description
Descriptor Description of the plan that is pulled from Workday.

Descriptor Descriptor ID of the plan that is pulled from Workday.
ID
Workday Unique identifier that is generated from Workday.
ID
Reference Reference ID of the plan that is pulled from Workday. For
ID Type example, Compensation Plan ID, Health Care Coverage Plan ID,
and Insurance Coverage Plan ID.
Set up sections for Total Rewards templates

Create sections and associate plans to it. Add those sections to Total Rewards
Template.
Before you begin


1144
Procedure
1. Navigate to Workday Advanced Use Cases > Total Rewards > Plans Available.
2. Click New.
Total Rewards Section Setup form
Field Description
Section Name of the section. For example: Allowances.

name
Plans Plans that you want to include in the section. For example,
Allowance - Car, Allowance - Mobile, and Allowance - Housing
4. Click Submit.
Set up a template for Total Rewards

Set up a template by adding sections to it. Templates enable you to display a
customized Total Rewards view to employees in the configured Service Portal.
Before you begin

Procedure
1. Navigate to Workday Advanced Use Cases > Total Rewards > Template Set
up.
2. Click New.
Total Rewards Template Setup form
Field Description
Template name Suitable name of the template.

Sections Sections that you want to include
in the template, for example, Base
Pay, Allowances, Incentive Pay, and
Commission.
Applies to Template applies only to the selected
user criteria. For example, the
template is applicable only to
1145
Field Description
employees whose Employment Type

Is Full Time.
Order If more than one template is applied
to an employee, only the template
with a lesser order is displayed to the
employee in the configured Service
Portal.
Domain Reference to domain.
4. Click Submit.
Time off request to Workday

You can submit a time off request to Workday from Employee Center.
The following sections explain how to configure time off settings, and raise a time
off request from Employee Center.
Time off settings

• Configure the reports for time offs, absence tables, holiday calendars, and
work schedule calendars. See Reports in HR Service Delivery Advanced
Integration with Workday.
• Import set up data for time offs. See Time offs.
• Get Holiday Calendars from Workday. See Holiday calendars.
• Get Work Schedule Calendars from Workday. See Work schedule calendars.
Time off request

Request a time off to Workday from Employee Center. For more information, see
Request a time off.
Limitations
• Custom validations that are supported in Workday are not handled in the
ServiceNow application. For example, if an organization has a time off plan
configured to enter time off quantity in multiples of 2 or 4, such validations are
not supported for such time off plans in the ServiceNow application.
• A maximum of 25 days of leave, including holidays and non-working days,
can be applied from the ServiceNow application.

1146
Time offs
Complete the one time set up of pulling time offs from Workday into the
Before you begin

Configure the required reports for the Time Off request functionality. See Reports
in HR Service Delivery Advanced Integration with Workday.
Procedure
1. Navigate to Workday Advanced Use Cases > Time Off Request > Time Off
Types.
2. Click Import time off setup data.
3. Click Submit.
What to do next
1. Navigate to Service Catalog > Catalog Definitions > Content Items.
2. Configure the URL of time off request page in Workday.
3. Open the Time Off Request – Link to Workday record and modify the URL field.
4. Navigate to Employee Service Center. In the Catalog menu, open Benefits
Category > Time Off Request –Link to Workday. You are directed to the
Workday Time Off request page.
Work schedule calendars

Pull work schedule calendars from Workday into the ServiceNow application.
Before you begin

To create a Work Schedule Calendar report, see this KB article.
Procedure
1. Navigate to Workday Advanced Use Cases > Time Off Request > Work
Schedule Calendar.
2. Click Get Work Schedule Calendars to run a flow that pulls schedule calendars
from Workday into the ServiceNow application.

1147
Work Schedule Calendars form
Field Description
Work schedule Name of the work schedule calendar. For example,

calendar Standard 40 Hour Week.
Work schedule Unique identifier of the work schedule calendar that is
calendar ID pulled from Workday.
Work week start Day in a week when the work schedule calendar
day begins.
Work week start ID of the day in a week when the work schedule
day ID calendar begins.
Start time Time when the work schedule begins for the day.
End time Time when the work schedule ends for the day.
Day of week Day in a week in a work schedule calendar.
Day of week ID ID of a day in a week in a work schedule calendar.
3. Click Submit.
Holiday calendars
Pull holiday calendars from Workday into the ServiceNow application. Display
the Holiday Calendar widget to employees in the configured Service Portal.
Before you begin

Configure the Get holiday calendar WID report. For more information, see
Reports in HR Service Delivery Advanced Integration with Workday.
Procedure
1. Navigate to Workday Advanced Use Cases > Time Off Request > Holiday
Calendars.
2. Click Get Holiday Calendars to run the subflow that interacts with Workday to
pull holiday calendars.
3. To create a holiday calendar, click New.

1148
Holiday Calendar form
Field Description
Calendar event Name of the holiday event. For example, Holidays for
name Argentina.
Holiday calendar ID for the holiday calendar that is pulled from Workday.
ID
Holiday calendar Unique identifier of the holiday calendar that is pulled
WID from Workday.
Start date Start date of the calendar event.
Start time Start time of the calendar event.
End date End date of the calendar event.
End time End time of the calendar event.
Holiday Calendar Name of the holiday calendar. For example, Christmas
name day.
4. Click Submit.
What to do next
Display holiday calendar widget to employees.
1. Navigate to Service Portal > Service Portal Configuration > Designer.
2. In widget, select the View Workday Holiday Calendar and add it to the
required Service Portal page.
Request a time off

Request a time off to Workday from Employee Center.
Before you begin

• You might not be able to submit a time off request if your HR profile does not
have a valid employee number and employment type.

1149
Procedure
1. Navigate to Employee Center > Catalogs > Benefits.
2. Click Time Off Request.
3. In the Time off start date field, specify the date from which you are applying
the time off.
4. In the Type of time off field, specify the type of time off you are availing. For
example, USA sick plan leaves plan, or Mexico leave plan.
5. In the How many days you to want to take off field, specify the number of days
for which you are applying time off.
6. In the Time off per day field, specify value for the time off in hours or days.
Note: The Unit of Time field auto-populates the unit of time (days or
hours) for the time off.
7. Click Submit.
An HR case is created. If the time off is submitted successfully, the HR case
changes to Closed complete state. If the time off is not submitted successfully,
the HR case changes to Closed Incomplete state.
Legal name change configuration

Complete the legal name change configuration to allow employees to change
their legal name through virtual agent conversation in Employee Center.
Before you begin

Procedure
1. Navigate to Workday Advanced Use Cases > Legal Name Change >
Document Categories.
2. To pull the legal name change document categories from Workday
into ServiceNow application, click Get Reference IDs. A data source
with a predefined script imports document categories into the Workday
Reference ID List Staging [sn_hr_workday_adv_reference_id_list_staging]
table and from staging table into the Workday Reference ID List
[sn_hr_workday_adv_reference_id_list] table.
What to do next
1. Navigate to Workday Advanced Use Cases > Legal Name Change >
Configuration.
2. On the Legal Name Change Configurations form, click New.
1150
3. To allow an employee to upload the name change document in Virtual
Agent conversation in Employee Center, click the Enable document upload
option and select a relevant document category.
4. Click Submit.
Publish the VA topic template for legal name change

Publish the Workday Legal Name Change Template which contains an NLU
model that recognizes and processes employee utterances, intentions (intents),
and objects of, or contexts for, an action (entities).
Before you begin

Procedure
1. Navigate to Collaboration > Virtual Agent > General Settings. The Enable NLU
model toggle switch must be enabled.
2. Navigate to Collaboration > Virtual Agent > Designer.
3. Select Workday Legal Name Change Template .
4. Click Publish.
Change legal name through Virtual Agent

Change your legal name change through Virtual Agent chat in Employee
Center.
Procedure
1. Navigate to Employee Center.
2. Click Virtual Agent.
3. Enter a text. For example, name change. Your current first name and last
name are displayed.
4. To continue with the legal name change in Workday, press Yes.
5. Enter a first name, a last name, and a middle name.
6. Upload the supporting legal name change document.
Note: The option does not appear if it is not configured by your

administrator.
7. Enter a description for the uploaded legal name change document.

1151
8. Review your updated legal name changes and supporting document and
press Yes.
An HR case is created and the chat conversation is ended.
Report an issue with your payslip

Report an issue with your Workday payslip from Employee Center.
Before you begin

• You might not be able to report payslip discrepancy if your HR profile does not
have a valid employee number and employment start date.
Procedure
1. Open Employee Center.
2. Navigate to Catalog > Payroll > Payroll Discrepancy - Workday.
3. In the Payroll year field, select the year in which the payslip was generated.
4. In the Payroll month field, select the month in which the payslip was
generated.
5. In the Payment date field, select the date on which the payslip was generated
6. In the How can we help you with this payslip field, specify the discrepancy
that is found in the payslip.
7. Click Submit.
An HR case is created that is in Ready state.
HR Service Delivery integration with Oracle Cloud HCM

®
The ServiceNow HR Service Delivery integration with Oracle Cloud HCM
application is built by Bristlecone, Inc. This integration enables you to pull data
for departments, locations, positions, workers, and assignments from the Oracle
®
HCM Cloud into the ServiceNow platform.
Application setup
First, you must activate the HR Service Delivery integration with Oracle
Cloud HCM [sn_hr_oracle_hcm] application, V 1.0.2, from the ServiceNow
Store. This automatically activates the Oracle HCM Cloud spoke V 2.4.0
[sn_oracle_hcm_spoke] and the Enterprise Service Management Integrations
Framework V 3.3.2 [sn_hr_integr_fw].
For next steps, see Set up Oracle HCM for HR Service Delivery.

1152
release notes.
Components installed with HR Service Delivery integration with

Oracle Cloud HCM
Several types of components are installed with the activation of the HR Service
Delivery integration with Oracle Cloud HCM (sn_hr_oracle_hcm) application,
including tables, user roles, and scheduled jobs.
Roles installed
HR Oracle HCM Can access all the Can access all

Cloud Admin features and capabilities features and
[sn_hr_oracle_hcm.admin] of the Enterprise Service capabilities of the
Management Integrations Enterprise Integrations
Frameworkwith theHR with Oracle
Service Delivery integration HCM integration
with Oracle Cloud HCM application.
application.
Contains the
sn_hr_integr_fw.admin
role.
Scheduled flow installed
Scheduled
Description
flow
®
Trigger Pull data from Oracle HCM Cloud to a ServiceNow instance.
Oracle By default, the flow is in inactive state. For information on how to
HCM activate the flow, see Activate the scheduled flow for HR Service
Integration Delivery integration with Oracle Cloud HCM.
flow

1153
Tables installed
The tables required for HR Service Delivery integration with Oracle Cloud HCM
are obtained from the Enterprise Service Management Integrations Framework.
The tables get auto-installed with the Enterprise Service Management
Integrations Framework installation when you activate the HR Service Delivery
integration with Oracle Cloud HCM application. For more information, see
Components installed with Enterprise Service Management Integrations
Framework.
Set up Oracle HCM for HR Service Delivery

Set up Oracle HCM for HR Service Delivery to pull worker data from Oracle HCM
into a ServiceNow instance. View worker profiles from Oracle HCM Cloud in
ServiceNow HR Service Delivery.
Before you begin

Activate HR Service Delivery Integration with Oracle HCM 1.0.2 that
automatically activates Enterprise Service Management Integrations Framework
3.3.2 and Oracle HCM Cloud Spoke 2.3.0.
Note: If you are upgrading from HR Service Delivery Integration with Oracle
HCM V 1.0.1 to a later version, follow the instructions in this KB article.
Procedure
1. Install update sets.
For more information, see update sets in supporting links in ServiceNow store.
2. Allow RCAs manually in the Rome release.
Allow the Restricted Caller Access records with Status = Requested and Source
Scope = Enterprise Service Management Integrations Framework
3. For better performance, index the employee number field in HR Profile table
and index coalesce fields in transform maps.
For more information, see create a table index.
4. Set up Oracle HCM spoke.
For more information, see set up Oracle HCM Cloud spoke.
5. Optional: Configure integration source properties for HR Service Delivery
integration with Oracle Cloud HCM
For more information, see Integration source properties for HR Service Delivery
integration with Oracle Cloud HCM.

1154
6. Activate and run the scheduled flow that synchronizes Worker profile
information between Oracle HCM and ServiceNow HR Service Delivery
periodically.
For more information, seeActivate the scheduled flow for HR Service Delivery
integration with Oracle Cloud HCM.
Integration source properties for HR Service Delivery integration with Oracle

Cloud HCM
Once you set up HR Service Delivery integration with Oracle Cloud HCM, the
source record for the Oracle HCM Cloud application is automatically created
in the Enterprise Service Management Integrations Framework, Source module.
The integrations source properties can be used to configure the HR Service
Delivery integration with Oracle Cloud HCM.
These properties are available for HR Service Delivery integration with Oracle
Cloud HCM.
To set the properties, navigate to Integrations Framework > Source > Oracle
HCM Cloud.
Properties for HR Service Delivery integration with Oracle Cloud HCM
workers_records_per_page Number of worker records that are pulled

per page from the Oracle HCM Cloud
system.
Default value: 100
locations_records_per_page Number of records that are pulled per page
for locations from the Oracle HCM Cloud
system.
Default value: 100
departments_records_per_page Number of records that are pulled per page
for departments from the Oracle HCM Cloud
system.
Default value: 100
position_records_per_page Number of records that are pulled per page
for positions from the Oracle HCM Cloud
system.
Default value: 100

1155
Activate the scheduled flow for HR Service Delivery integration with Oracle
Cloud HCM
Activate a schedule flow that interacts with Oracle HCM to pull worker profile
information into a ServiceNow instance. This flow automatically pulls all new
changes in the Oracle HCM and keeps the worker profiles updated in the HR
Service Delivery.
Before you begin

Procedure
2. Select Trigger Oracle HCM Integration.
3. In the Trigger section, set the time and interval at which you want to
automatically run the scheduled flow.
4. Click Done.
5. Click Activate.
Run schedule job for HR Service Delivery integration with Oracle

Cloud HCM
Manually run the schedule job to pull data from Oracle HCM to the ServiceNow
platform.
Before you begin

Procedure
1. Navigate to Integrations framework > Sources.
2. Open the Oracle HCM record.
3. Click Run job.
Mapping entity profile fields in HR Service Delivery integration with

Oracle Cloud HCM
The Trigger Oracle HCM Integration flow maps the entity profile fields from
®
Oracle HCM to the HR profile fields in the ServiceNow platform.
Important:
• For details about the fields that are mapped, refer to this KB article.

1156
Transform maps for HR Service Delivery integration with Oracle Cloud
HCM
Transform maps specify data relationships between a source table and a target
table.
HR Profile Transform Map, Job Transform Map, Department Transform Map,

Location Transform Map, Position Transform Map are the transform maps used
in HR Service Delivery integration with Oracle Cloud HCM. For more information,
see Create transform maps in Enterprise Service Management Integrations
Framework.
Note: Ensure that you index coalesce fields for better transformation
performance.
HR Service Delivery Advanced integration with Oracle HCM

®
The ServiceNow HR Service Delivery Advanced integration with Oracle HCM is
built by Bristlecone, Inc.
It enables you to complete the following Oracle HCM tasks from a ServiceNow
instance without navigating into the Oracle HCM system.
• From a ServiceNow instance, submit a query related to your direct deposit
account that is in the Oracle HCM system.
• From a ServiceNow instance, submit a query related to your time off balance
in the Oracle HCM system.
• View your holiday calendars from the Oracle HCM system in the configured
portal in a ServiceNow instance.
• View your total rewards information from the Oracle HCM system in the
configured portal in a ServiceNow instance.
Note: These use cases don’t work if your Employee ID, Person ID, and
Location details aren’t present in your HR profile.
Application setup
First, you must activate HR Service Delivery Advanced Integration with Oracle
HCM application from the ServiceNow Store. The Oracle HCM Cloud spoke
[sn_oracle_hcm_spoke], Human Resources Scoped App: Core [com.sn_hr_core]
and HR Service Delivery Portal UI Components [com.sn_hr_portal_components]
applications are automatically installed.
Next, you must set up Oracle HCM Cloud spoke.

1157
release notes.
Components installed with HR Service Delivery Advanced Integration

with Oracle HCM
Delivery Advanced Integration with Oracle HCM [sn_hr_oracle_adv] plugin,
Roles installed
Contains
roles
HR Oracle Advanced • Can complete the set up to display total None

Admin rewards information from an Oracle HCM
[sn_hr_oracle_adv.admin] system into a ServiceNow instance.
• Can complete the set up to pull holiday
calendars from an Oracle HCM system
into a ServiceNow instance.
Tables installed
Table Description
Holiday Calendar Stores holiday calendars that are pulled

[sn_hr_oracle_adv_holiday_calendar] from a Oracle HCM system into a
HR Service Delivery Portal UI Components

®
The ServiceNow HR Service Delivery Portal UI Components application contains
common widgets, such as Direct Deposits, Holiday Calendar, Time Off Balances,
and Total Rewards widgets that be used with any HR application.

1158
Application set up
You must have the HRSD Enterprise and Professional license to install the HR
Service Delivery Portal UI Components application from ServiceNow Store.
Add widgets to an HR application

Add the HR Portal Components, such as Direct Deposits, Holiday Calendar,
Time Off Balances, and Total Rewards widgets that can be used with any HR
application.
Before you begin

Procedure
1. Navigate to Service Portal > Widgets.
2. Embed the HR Portal Components widget in the main widget of your
application by passing the source. For more information on how to embed
widgets, see Embedded widgets.
A source refers to the system of data for these widgets, for example, Oracle
or Workday. The HR Service Delivery Portal UI Components application uses
scripted extension points to provide an implementation to fetch data based
on the source that is passed through outer widgets.
Configure total rewards in HR Service Delivery Advanced Integration

with Oracle HCM
Complete the set up to display Oracle total rewards to employees in the
configured portal in the ServiceNow instance.
Before you begin

Role required: sn_hr_oracle_adv.admin
Procedure
1. Create the total rewards BI report in the Oracle HCM system. For more details,
refer to this KB article.
2. Add the BI report path in the Oracle HCM system. This is required for the Get
Total Rewards Action to pull Oracle HCM total rewards information into the
ServiceNow instance. For more information, see set up Oracle HCM Cloud
spoke.
3. Click Submit.

1159
What to do next
An employee can add the View Oracle Total Rewards widget to any
ServiceNow page. An employee will not be able to view this widget if the Person
ID (Correlation_ID) is missing in the HR profile [sn_hr_core_profile] table.
Submit a time off balance query in HR Service Delivery Advanced

Integration with Oracle HCM
Submit a query related to your time off balance in the Oracle HCM system from
a ServiceNow instance.
Before you begin

Role required: none
The View Time Off Widget works on the basis of Person ID ( Correlation_ID) field in
the HR profile [sn_hr_core_profile] table. You will not be able to see your time off
balances if your Person ID (Correlation_ID) is missing in your HR profile.
Procedure
1. Navigate to Employee Center > Catalog > Benefits > Time off balances.
2. View details of all your time off balances.
3. In the Do you have any question regarding your time off balance? field, type
in your query.
4. Click Submit.
An HR case is created under the HR Service, View Time Off – Oracle Cloud
HCM.
Submit a direct deposit query in HR Service Delivery Advanced

Submit a query related to your direct deposits in the Oracle HCM system from a
Before you begin

Role required: none
You will not be able to see your direct deposit accounts and its details if your
employee number and Person ID (Correlation_ID) are missing in your HR profile.
Procedure
1. Navigate to Employee Center > Catalog > Payroll > Direct Deposit Inquiry.
2. View details of all your direct deposit accounts.
3. Select an account for which you want to submit the query.

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4. In How can we help you with your current direct deposits? field, type in your
query.
5. Click Submit.
An HR case is created under the HR service, Direct Deposit Inquiry - Oracle
HCM Cloud.
Configure holiday calendars in HR Service Delivery Advanced

Pull holiday calendars from the Oracle HCM system into a ServiceNow
application. Display applicable holiday calendars to employees in the
configured Service Portal.
Before you begin

Role required: sn_hr_oracle_adv.admin
Procedure
1. Create the Holiday Calendar BI report in the Oracle HCM system. For more
details, refer to this KB article.
2. To run the View Holiday Calendar widget successfully, configure BI report
and Connection & Credential Aliases in Oracle Cloud HCM Spoke. For more
information, see set up Oracle HCM Cloud spoke.
3. Navigate to Oracle Advanced Use Cases > Holiday Calendar.
4. Click Get Holiday Calendars.
All the records starting from current year until the next available calendar
years are pulled from Oracle HCM system and stored in the Holiday Calendar
[sn_hr_oracle_adv_holiday_calendar] table.
What to do next
An employee can add the View Holiday Calendar widget to any ServiceNow
page. An employee will not be able to view this widget if the Person ID
(Correlation_ID) is missing in the HR profile [sn_hr_core_profile] table.
HR Service Delivery with Ultimate Kronos Group

With the HR Service Delivery with Ultimate Kronos Group application, provide
employee assistance through conversations in the Virtual Agent conversational
(client) interface. Enable employees to view their accrual leave balances,
schedules, and upcoming shifts from the Ultimate Kronos Group application in
ServiceNow Employee Center.
Key features include:

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• Build conversations that are based on keywords that an employee enters.
• Apply Natural Language Understanding (NLU) models, which enable
the Virtual Agent to pick utterances for understanding, processing, and
responding to what employees are saying during a conversation.
Application setup
First, you must activate the HR Service Delivery Integration with the Ultimate
Kronos Group [sn_hr_ukg] application from the ServiceNow Store. Next, you must
set up HR Service Delivery Integration with Ultimate Kronos Group application.
Overview
After the activation and setup of HR Service Delivery Integration with Ultimate
Kronos Group is complete, the HR Service Delivery with Ultimate Kronos Group
responds to what employees or managers are saying during a conversation,
and allows employees to view the following details from the Ultimate Kronos
Group application in the Employee Center Employee Service Center.
Topics accessible to employees

As an employee, you can view your accrual balances, work hours, list of
punches, schedules, time-off requests, and upcoming shifts using the Virtual
Agent.
Retrieve My Accrual Balance
You can view the aggregate of accrual leaves balance (by type)
by selecting the Retrieve My Accrual Balance (Template). If the NLU
model is trained, you can ask a question in the chat (for example,
show my sick leaves) and view the balance of a single type of
leave.
Retrieve My Hours Worked
You can view the number of hours worked for a given period by
selecting the Retrieve My Hours Worked (Template) and choosing a
symbolic period.
Retrieve My List of Punches
You can view the list of punches by selecting the Retrieve My List of
Punches (Template) and choosing a symbolic period.
Retrieve My Schedule
You can view the work schedule for a given period by selecting
the Retrieve My Employee Schedule (Template) and choosing a
symbolic period. If the NLU model is trained, you can ask a question

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in the chat (for example, my work schedules of the previous pay
period) and view the work schedules for that symbolic period.
You can also view your schedule location for three days from the
current day.
Retrieve My Time Off Requests
You can view the status of the time off requests by selecting the
Retrieve My Time off Requests (Template) and specifying an end
date.
Note: Ensure that the selected time-off period ranges for 15

days from the start date (current day).
Retrieve My Upcoming Shift

You can view the next upcoming shift by selecting the Retrieve My
Upcoming Shift (Template). If the NLU model is trained, you can ask
a question in chat (for example, show my shifts) and directly view
the next upcoming shift.
You can also view your location along with the shift date and time.
Topics accessible to managers

As a manager, you can access and view the locations, schedules, and time-off
requests of your team using the Virtual Agent.
Note: The templates are visible only to a user with the manager role.
Reportee's Location Today

You can view the location of a reportee in the team (for today) by
selecting the Reportee’s Location Today (Template).
Reportee's Schedule Changes
You can view the schedule change requests such as shift cover,
shift swap, availability change, open shift, and self-schedule. Follow
the onscreen instructions for more information on the schedule
changes.
Note: You can view the change requests in offered,

invalidated, or pending state.
Reportee's Time Off Requests

You can view the pending time off requests from your team for
a specified time period. You can check the requests from the
individual team members or the entire team.

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release notes.
Components installed with HR Service Delivery Integration with

Ultimate Kronos Group
Delivery Integration with Ultimate Kronos Group plugin, including tables and user
roles.
Roles installed
Contains
roles
UKG admin • Can set up symbolic periods and accrual None

[sn_hr_ukg.admin] codes.
• Can train the UKG Topics Model.
Tables installed
Table Description
Accrual Code Stores accrual codes with their associated IDs.

[sn_hr_ukg_accrual_code] Accrual codes help in pulling accrual leave
balances of an employee from the Ultimate
Kronos Group application into ServiceNow.
Symbolic Period Stores symbolic periods with their associated IDs.
[sn_hr_ukg_symbolic_period] Symbolic periods denote the time periods that
are identifiable by the Ultimate Kronos Group
application.
Set up HR Service Delivery Integration with Ultimate Kronos Group

Set up the HR Service Delivery with Ultimate Kronos Group application to start
pulling information, such as accrual balances and shifts from the Ultimate Kronos
Group application into a ServiceNow application.

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Before you begin
Activate the HR Service Delivery Integration with Ultimate Kronos Group
[sn_hr_ukg] application, which automatically activates the following plugins and
spoke:
• Glide Virtual Agent [com.glide.cs.chatbot]
• Employee Service Center [com.sn_hr_service_portal]
• Virtual Agent Service Portal Widgets [com.glide.va.sp_widgets]
• NLU Workbench [com.snc.nlu_studio]
• Predictive Intelligence [com.glide.platform_ml]
• UKG spoke
Procedure
1. Integrate your Ultimate Kronos Group application with your ServiceNow
instance. Register an OAuth application in the Ultimate Kronos Group
application and authenticate requests from ServiceNow.
For more information, seeSet up the UKG spoke .
2. Complete the one time set up of loading accrual codes from the Ultimate
Kronos Group application into ServiceNow.
For more information, see Set up accrual codes for Ultimate Kronos Group.
3. The Person number field in Ultimate Kronos Group application should match
the Employee number field in the ServiceNow User table. If the Person number
field in Ultimate Kronos Group application matches with some other field in
the ServiceNow User table, you must override the getPersonNumberBySysID
method in HRKronosUtils script.
Set up symbolic periods for Ultimate Kronos Group

By default, the symbolic periods of Ultimate Kronos Group application are
set up when you activate the HR Service Delivery Integration with Ultimate
Kronos Group application. Symbolic periods denote the time periods that are
identifiable by the Ultimate Kronos Group application.
Before you begin

Role Required: sn_hr_ukg.admin
About this task

When an employee posts a question in virtual chat in Employee Center, an
NLU model selects an utterance from the question, checks for its mention in
vocabulary sources, identifies its symbolic code and ID. A flow uses the ID to

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pull the requested information from the Ultimate Kronos Group application and
display in virtual chat in Employee Center.
Procedure
If you have made any modifications to the symbolic periods in Ultimate Kronos
Group:
a. Navigate to HR UKG Integrations > Symbolic periods and click Refresh
Symbolic Periods.
b. Navigate to NLU Workbench > Vocabulary sources, and synchronize
@UKGTimeKeepingSymbolicPeriod.
c. Navigate to NLU Workbench > Models, select UKG Topics Model, and click
Train.
Set up accrual codes for Ultimate Kronos Group

Complete the one time set up of loading accrual codes from the Ultimate
Kronos Group application into a ServiceNow application. Accrual codes help
in pulling accrual leave balances of employees from the Ultimate Kronos Group
application into a ServiceNow application.
Before you begin

Role Required: sn_hr_ukg.admin
About this task

When an employee posts a question in virtual chat in Employee Center, the
NLU model selects an utterance from the question, checks for its mention in
vocabulary sources, identifies its accrual code and ID. A flow uses the ID to pull
the requested information from the Ultimate Kronos Group application and
display in virtual chat in Employee Center.
For example, an employee wants to view the accrual balance for annual leave.
The NLU model selects annual leave as the utterance. It identifies Annual Leave
as the accrual code whose ID in Ultimate Kronos Group is 1531. The flow uses
the ID 1531 to pull the requested information from the Ultimate Kronos Group
application.
Procedure
If you have made any modifications to accrual periods in Ultimate Kronos
Group:

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a. Navigate to HR UKG Integrations > Accrual codes and click Refresh Accrual
codes.
b. Navigate to NLU Workbench > Vocabulary sources, and synchronization
@AccrualCode.
c. Navigate to NLU Workbench > Models, select the UKG Topics Model, and click
Train.
Train the NLU model for HR Service Delivery with Ultimate Kronos
Group
Use the UKG Topics Model (Natural Language Understanding model) to
recognize and process employee utterances, intentions (intents), and objects of,
or contexts for, an action (entities).
Before you begin

Role required: sn_hr_ukg.admin
About this task

You can train the model dataset iteratively using utterance examples so that the
system predicts the optimal intent output for a new utterance.
Procedure
1. Navigate to NLU Workbench > Models .
2. Select UKG Topics Model.
3. Click Train.
Subflows for HR Service Delivery Integration with Ultimate Kronos

Group
Use the subflows to pull data from the Ultimate Kronos Group application into a
Before you begin

Role required: None
Procedure
2. In the Subflow lists, view the following:

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Subflow Description
Employee Pulls the accrual leave balances (by type) of an employee

Accrual from the Ultimate Kronos Group application into a ServiceNow
Balance application.
Extract Pulls the schedule of an employee from the Ultimate Kronos
Employee Group application into a ServiceNow application.
Schedule
Extract Pulls the number of hours that the employee has worked from
Hours the Ultimate Kronos Group application into a ServiceNow
Worked application.
Extract Pulls the future time off requests of an employee from the
Time Off Ultimate Kronos Group application into a ServiceNow
Requests application.
Journey Accelerator
®
Administrators can use the ServiceNow Journey Accelerator application to
create templates for plans and to-do tasks. Managers then use the templates
to create and publish customized plans for key employee transitions. Managers,
employees, and mentors can access the plans from the Employee Center (EC).

release notes.
After installing and configuring Journey Accelerator application, administrators

create and manage templates for plan types, stages, and tasks.
Set up
• Exploring Journey Accelerator
• Install and configure Journey Accelerator
• Microsoft Exchange Online setup for Journey Accelerator

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Note: If an administrator intends to use the Microsoft Office 365
scheduling capabilities with Journey Accelerator, the administrator
needs to install and configure the related Microsoft plugins and
integrations before installing Journey Accelerator.
• Components installed with Journey Accelerator
Administer
• Creating and managing audience-specific Journey Accelerator templates
◦ Create plan types
◦ Create stage names
◦ Create and manage task templates
◦ Configure and manage plans
• Manage plans
• Monitor plans
Use
Only authorized users with the required user role or users that are included in the
access control list can access the Journey Accelerator application. The entries
in the Journey Accelerator Plan [sn_ja_plan] table determine user access.
Managers create, modify, and track action plans for their employees
Managers can create individual Journey Accelerator plans for
employees.
Employees view and complete action plans
Employees can view, manage, and track the plan progress.
Mentors view, modify, and track action plans assigned to them by
managers
• Mentors with Can view permission, can manage, update, and

track assigned to-do tasks in a plan.
• Mentors with Can edit permission, are able to add plan stages, to-
do tasks, and publish plans.
Exploring Journey Accelerator

By using the Journey Accelerator application on the Now Platform,
administrators create templates that enable managers to develop transition
plans for employees. Administrators build templates for transition plans, such as
promotions, offboarding, onboarding, and role changes for employees.

1169
Administrators can:
• Define and manage plan types for employee transitions, such as

promotions, onboarding, offboarding, and more.
• Create and manage plan configurations for specific employee
audiences, such as sales associates or IT technicians.
• Create and manage task templates, such as workstation setup or
planning and training sessions.
• Track plan progress and template usage from the Journey
Accelerator dashboard.
From the Employee Center (EC), managers, employees, and mentors access
Journey Accelerator plans.
Managers can:
• Create and manage customized plans for employee transitions.
Note: Only managers can create plans.

• Add to-do tasks by using a library of existing tasks.
• Create tasks that are unique to an employee transition.
• Publish plans that are based on employee transition dates, such
as start dates.
• Assign mentors to employees.
Mentors can:
Note: The mentors' permission level determines what they can

do with a plan.
• With the Can view permission, mentors can:

◦ View all to-do tasks in a plan
◦ Update tasks that are assigned to them
• With the Can edit permission, mentors can:
◦ Edit, add, or delete stages and to-do tasks
◦ Publish plans
◦ Set plan publish dates
Employees can:

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View the plans, complete their to-do tasks, and track their progress.
Note: All users can do the following actions:

• Add comments: Send comments or questions to the plan's owner.
• Add attachments: Add relevant files that support the completion of a to-
do item such as certificates and emails.
Install and configure Journey Accelerator

Install the Journey Accelerator [sn_ja] application to enable your users to easily
create and manage transition plans.
Before you begin

The Employee Center must be installed and activated. Managers, employees,
and mentors access Journey Accelerator plans from the EC.
• Learn about the Employee Center (EC) portal [com.sn_hr_service_portal] at
Employee Center
• If you are planning to use the Journey Accelerator v2 scheduling feature, see
Microsoft Exchange Online setup for Journey Accelerator before you begin
installation.
• Role required: admin
Procedure
2. Find the application using the filter criteria and search bar.
You can search for the application by its name or ID. If you cannot find an
application, you may have to request it from the ServiceNow Store.
notes information for all released apps, see the ServiceNow Store version
3. Click Install.
dependencies.
If dependent plugins and applications will be installed, are currently installed,
or need to be installed, they appear in this dialog box. If there are any plugins
or applications that need to be installed, you must install them before you can
install the ServiceNow Store application.

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data.
(Optional) Demo data comprises sample records that describe application
features for common use cases. Load demo data when you first install the
application on a development or test instance.
Important: If you don't load the demo data during installation, it's
unavailable to load later.
6. Click Install.
What to do next
Make sure that the appropriate update sets are loaded.
Download update sets for Journey Accelerator
Download the required update sets for the Journey Accelerator
application.
Upload, preview, and commit update sets for Journey Accelerator
Upload and commit the dataset updates for the Journey
Accelerator application.
Related information
Verify the Journey Accelerator installation and update sets
Download update sets for Journey Accelerator

Download the required update sets for the Journey Accelerator application.
Before you begin

About this task

Download the files for update sets from the ServiceNow Store. Links to the files
are under the Supporting Links and Docs section in the Journey Accelerator app
entry.
Procedure
1. Navigate to the Journey Accelerator application in the ServiceNow Store.
2. Under the Supporting Links and Docs section, click each of the following links
to download the following files:
• JA _ESC_header_menu_item - Journey Accelerator_Plans.xml
• JA_Enforce_security_property.xml

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• JA_Allow_Content_Delivery.xml
• JA_HR_Core_Rome_touchpoints.xml
• JA_HR_Lifecycle_Events_Rome_touchpoints.xml
Be sure to note the download location. You need the location of the files to
import the update sets.
What to do next
See the Upload, preview, and commit update sets for Journey Accelerator task
to import and commit the required update sets.
Related information
Upload, preview, and commit update sets for Journey Accelerator

Upload and commit the dataset updates for the Journey Accelerator
application. These files contain the required datasets for the application to work
properly.
Before you begin

Procedure
1. Navigate to System Update Sets > Retrieved Update Sets.
2. Click Import Update Set from XML.
3. Upload and commit each file in the sequence listed.
These update sets are required for all Journey Accelerator versions and all
supported family releases.
• First: JA _ESC_header_menu_item - Journey Accelerator_Plans.xml
• Second: JA_Enforce_security_property.xml
• Third: JA_Allow_Content_Delivery.xml
Only Journey Accelerator v.3.0.0 on the Rome family release requires these
update sets.
• JA_HR_Core_Rome_touchpoints.xml
• JA_HR_Lifecycle_Events_Rome_touchpoints.xml
a. Click Choose File and open the file to import.
b. Click Upload.

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c. Open the uploaded file.
d. Click Preview Update Set.
e. Click Commit Update Set.

Repeat the process for each of the dataset files.
What to do next
See the Verify the Journey Accelerator installation and update sets task to verify
app installation and updates.
Components installed with Journey Accelerator

Several types of components install with the activation of the Journey
Accelerator application, including user roles and tables. There are also
dependencies on other features or apps.
Demo data is available for the Journey Accelerator application. If you want to
install the demo data, click Load demo data when installing this application.
Demo data includes sample records and configurations for common use cases.
Roles installed
Administrator Grants access to • [sn_ja.reader]

create and manage
[sn_ja.admin] • [sn_ja.modifier]
all Journey Accelerator
components, tables, and • [sn_cd.content_manager]
data.
Modifier Grants access to modify [sn_ja.reader]
allJourney Accelerator
[sn_ja.modifier]
plans, stages, and to-
dos.
Reader Grants access to read none
all Journey Accelerator
[sn_ja.reader]
plans, stages, to-dos,
and dashboards.

1174
application.
Tables installed
Table name [name] Description
Journey Accelerator Plan [sn_ja_plan] Contains Journey Accelerator plans

and manages associations with
related tables.
Journey Accelerator Plan Contains details about Journey
Configuration [sn_ja_plan_config] Accelerator plan configurations.
Journey Accelerator Plan Header Field Tracks the fields that are available for
[sn_ja_plan_header_field] configuration in the plan header.
Journey Accelerator Plan Tracks fields used for plan header
Header Configuration configuration.
[sn_ja_plan_header_config]
Journey Accelerator Plan Type Tracks the different Journey
[sn_ja_plan_type] Accelerator plan types.
Journey Accelerator Stage Contains Journey Accelerator stage
[sn_ja_stage] details and relationships to other
Journey Accelerator tables.
Journey Accelerator Stage Contains details about a stage's
Configuration [sn_ja_stage_config] configuration.
Journey Accelerator Stage Name Tracks the names of the different
[sn_ja_stage_name] Journey Accelerator stages.
Journey Accelerator Task [sn_ja_task] Contains Journey Accelerator task
details and relationships to other
Journey Accelerator tables.
Journey Accelerator Task Template Contains details about Journey
[sn_ja_task_template] Accelerator task templates.

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Table name [name] Description
Journey Accelerator Task Used to maintain the relationship of

Template for Stage Config task templates to Journey Accelerator
[sn_ja_m2m_stage_task_temp] task templates.
For more information on table administration and how to manage data, see

Verify the installation and updates are correctly applied for theJourney
Accelerator application by using demo data.
Before you begin
Note: This task can be completed only if the Journey Accelerator

application demo data has been installed.
Procedure
1. Navigate to System Administrator > Impersonate User.
2. In the search field, enter the user name Darcie Schmidt and press Enter.
3. Navigate to Self-Service > Employee Center.
Note: If the Plans menu is not visible, update sets are not properly
installed. Try updating the necessary dataset. For more information, see
Download update sets for Journey Accelerator and Upload, preview,
and commit update sets for Journey Accelerator.
4. To view and create plans, click Plans.
Results
When you see the Plans page, you have correctly installed and updated the
Journey Accelerator application.
Configure action plan access in the Employee Center

Add or change the header menu labels. Or, update the My active items list link
used to access action plans in the Employee Center user interface.

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Configure Journey Accelerator menu items in the Employee Center
Install the latest Employee Center app from the ServiceNow Store. After you
install the EC app, you can modify the labels for header menus or My active
items links.
1. Install Employee Center

Install the Employee Center app to get the latest EC user interface.
2. Update the Employee Center theme
Update the Employee Center service portal settings to use the latest theme
and menus.
3. • Add a Journey Accelerator action plan link to My Active Items list

• Add a Journey Accelerator action plan menu to the Employee Center
Update the Employee Center theme

Install the Employee Center app from the ServiceNow Store to update the EC UI
theme.
Before you begin

Install the Employee Center app from the ServiceNow Store before you can
update the labels for the menu items or My active items links. See, Install a
ServiceNow Store application.
About this task

Update the Employee Center service portal setting to use the latest Employee
Center user interface.
Note: The Employee Center in your instance might already use the
updated field settings.
Procedure
1. Navigate to Service Portal > Portals, and click Employee Center.
2. Open the record for Employee Center Menu.
Set these fields and values:
Field Value
Homepage ec_dashboard
Theme EC Theme

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Field Value
Main menu Employee Center Menu
3. Click Update.
What to do next
You can update Employee Center menu items and links in My Active Items.
• Add a Journey Accelerator action plan link to My Active Items list
• Add a Journey Accelerator action plan menu to the Employee Center
Add a Journey Accelerator action plan link to My Active Items list

Add a menu item for Journey Accelerator action plans to the header menus in
the Employee Center.
Before you begin

The latest Employee Center app installed on your instance. See, Install Employee
Center.
Procedure
1. Navigate to Employee Center > Activity Configuration and click New.
2. Fill in these fields.
• Activity Name: Action plan items
• Activity portal page: ja_plans
Leave the default settings for the other fields.
• Activity navigation: Internal
• Order: 100
3. Click Submit
What to do next
Go to Employee Center > Activity Configuration, and create an Employee
Center activity configuration for the activity you created. See, Create an
Employee Center activity configuration.
Create an Employee Center activity configuration

Create or modify an activity configuration to define how the Employee Center
handles application links in My active items.

1178
Before you begin
Use the application picker to set the appropriate scope. Employee Center. See,
Application picker
The name of the activity to configure. Use the name of the activity created
in the Add a Journey Accelerator action plan link to My Active Items list task
example Action plan items.
About this task

Activity configurations enable administrators to control the actions of links
associated with applications and features. For more information about activity
configuration:
• Activity Configuration form
• Activity Configuration Detail form
The scope of an activity configuration is associated with an application.

Availability of fields in an activity form depends on the selected application. This
task starts in the Employee Center application and creates conditional filters
applied to the Journey Accelerator application.
Procedure
1. Navigate to Employee Center > Activity Configuration, and click the activity
you want to configure.
Note: Set the Activity picker to Employee Center to start this task.
2. Click New on the Activity Configuration Details tab.
3. To change the scope, set the Activity picker to Journey Accelerator
[sn_ja_plan].
4. Create filter conditions and or clauses that determine a user's visibility of
action plans listed in the Journey Accelerator Plan [sn_ja_plan] table. These
conditions control what each user can access from Employee Centeraction
plan links.
Filter Condition
Conditions Boolean Operator
Active is true AND/OR

Manager is (dynamic) Me AND/OR
Mentors can edit is (dynamic) Me or

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Mentors can view is (dynamic) Me or
"OR" Clause
Active is true AND/OR

Employee is (dynamic) Me AND/OR
State is not Draft AND/OR
5. Click Submit
Add a Journey Accelerator action plan menu to the Employee Center

Add a list item for Journey Accelerator action plans to the My active items list in
the Employee Center.
Before you begin

The latest Employee Center is installed. See,Install Employee Center
The Employee Center theme needs to be configured to use the latest user
interface. See, Update the Employee Center theme.
Procedure
1. Navigate to Service Portal > Portals, and click Employee Center.
2. Open the Main menu record, and click More under Menu Items section.
3. On the Menu item form for More, click New.
4. Fill in these Menu Item form fields:
Field Value
Label Action Plans
Page ja_plans change in of the other fields.
The other fields can remain as they are.

5. Click Submit.

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Configure and manage the Action Plan Guided Tour for Journey Accelerator
As an administrator [admin] or a guided tour administrator [guided_tour_admin],
you can manage and update the Action Plan Guided Tour for Journey
Accelerator.
Journey Accelerator has a guided tour to help managers learn about action
plans and come up-to-speed on the available features.
To access the Action Plan Guided Tour from your ServiceNow instance, navigate
to Guided Tour Designer > Guided Tours and search for Action Plan Guided Tour
in the name column.
Guided tours help train role-based users on how to use an application's user
interface (UI) and features. Tours contain a series of interactive steps a user
completes in their browser window. Administrators can manage and modify
guided tours. You can find more information about guided tours in these
ServiceNow documentation topics.
• Guided tours: This overview covers many of the features administrators use to
create and modify tours.
• Guided Tour Designer interface: Learn about the Guided Tour Designer
features and interface.
• Edit a guided tour: This task provides details about how to modify guided tours.
Modify a scheduled job for Publish Journey Accelerator plans

Update the Publish Journey Accelerator plans job. The job evaluates a plan's
publish date to determine when to publish the plan.
Before you begin

About this task

You can change the scheduled frequency at which the job runs, modify scripts,
and add conditions.
Note: The default scheduled frequency for a Publish Journey Accelerator
plan is 12 hours.
Procedure
2. In the Name field, enter Publish Journey Accelerator plans, press Enter, and
then open the job.

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Schedule script execution form
Field Description
Name Name that identifies this scheduled job.

Active Option that indicates that scheduled job is active and should
be executed at the specified date and time.
Application Name of the application that contains the script. Global
appears if the script is in the global scope.
Conditional Option for enabling the running of the scheduled job if certain
conditions are met in the associated script.
Run Time interval to use for running the scheduled job:
• Daily: Runs daily, at a designated time.
• Weekly: Runs on a weekly basis, at a designated time and
day of the week.
• Monthly: Runs on a monthly basis, at a designated time and
day of the month.
• Periodically: Runs on a designated repeating interval.
• Once: Runs for a single occurrence only.
• On Demand: Runs immediately on demand.
• Business Calendar: Entry Start: Runs on the starting entry dates
for the business calendar you select in the Business Calendar
field. A scheduled job runs for the starting date of each of the
business entries you defined for the business calendar.
For example, if the business calendar represents a fiscal year,
and the starting date of each entry is a fiscal month, the
scheduled job runs on the first day of each month.
• Business Calendar: Entry End: Runs for the ending date for the
business calendar you select in the Business Calendar field.
This selection runs in the same manner as Business Calendar:

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Field Description
Entry Start, but for end dates of associated business calendar

entries.
Note: When you select Business Calendar: Entry Start or

Business Calendar: Entry End, you can apply an offset
factor to schedule the job to run before or after the time
span of the selected business calendar. To learn more,
see the Offset type and Offset fields.
To learn more about creating and using business
calendars and defining business calendar entries,
see Creating business calendars andDefine business
calendar entries.
Repeat Duration of the repeat interval for each scheduled job
Interval execution. Enter the duration in the number of days, hours, or
minutes. For example:
• To run the scheduled job every four days, enter 04 into the
Days field.
• To run it every 26 hours, enter 26 into the Hours field.
• If it should repeat at an interval of 13:30:25, enter 13 into the
Hours field, then 30 and 25 into the two unlabeled fields after
it.
Starting Date and time of the first scheduled job generation. Select the
calendar date and time. This field only appears if you select
Periodically in the Run field.
Condition Conditional script that determines if a scheduled job should run.
The last expression of the script should evaluate to a Boolean
(true/false) value. This text box appears only if you select
Conditional.
Run this Name of the script to run at the scheduled date and time. Two
script examples are copy script logic from a business rule or call a
script include.
4. Click Update.
To learn more about scheduled jobs, see Scheduled jobs.
Microsoft Exchange Online setup for Journey Accelerator

By integrating the Journey Accelerator scheduling feature with the Microsoft
Office 365 calendar function, users can schedule plans and to-do tasks.

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The Journey Accelerator scheduling feature enables users to schedule Microsoft
Office 365 calendar events directly from Journey Accelerator plans and to-do
tasks.
If you plan to use the scheduling feature, you must install and configure these
plugins and integrations before you install Journey Accelerator.
Note:
• All users with access to HR Service Delivery Enterprise have access to any
related integrations.
• The embedded scheduling feature includes all plugins, integration APIs,
and actions.
®
Some integrations and related plugins require activation by ServiceNow
personnel. Journey Accelerator uses an embedded Microsoft Exchange
Online spoke with limitations for use with Journey Accelerator. The use
beyond these embedded limitations may require that you get additional
licensing or subscriptions.
Go to the ServiceNow Store to find and download the spoke versions you need.
For Journey Accelerator V2 use the following:

Microsoft AD Spoke [com.sn.ad.spoke]
Provides communication between Journey Accelerator and
Microsoft Active Directory to manage objects such as users, groups,
and computers.
Microsoft Azure AD spoke [com.sn.azure_ad.spoke]
Provides security requirements to Journey Accelerator so that users,
security groups, and office groups are appropriately managed.
Microsoft Exchange Online spoke v2.0.1
Follow the instructions for setting up the spoke in Set up Microsoft
Exchange Online spoke.
The Microsoft Exchange Online spoke enables creation and
management of calendar events and mail in Microsoft Exchange
Online. See, Microsoft Exchange Online spoke
For Journey Accelerator V3 use the following:

Microsoft Exchange Online spoke v3.0.0
Follow the instructions for setting up the spoke in Set up Microsoft
Exchange Online spoke.

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The Microsoft Exchange Online spoke enables creation and
management of calendar events and mail in Microsoft Exchange
Online. See, Microsoft Exchange Online spoke
Retry Handler Framework
A framework that retries failed HTTP request when API rate limits are
exceeded.
Set these Journey Accelerator system properties

Complete all setup and configuration for the spokes for your version of Journey
Accelerator. Once spoke setup is complete, navigate to sys_properties.list in
ServiceNow and set up the following properties for the Journey Accelerator app.
Note: Complete all spoke installation and configuration before updating

the Journey Accelerator sys_properties.list.
• sn_ja.calendar_provider_option: Select exchangeOnline

• sn_ja.ex_online_dummy_account_id: Insert <outlook dummy account for
querying meeting times>
• sn_ja.ex_online_service_account_id: Insert <outlook service account or

delegator for calendar management>
• sn_ja.ex_online_notification_url: Insert <webhook URL from Microsoft Exchange

Online Spoke>
Note: When using Microsoft Exchange Online spoke v3.0.0 with Retry
Handler Framework, the scripted rest API for the retry handler framework is
used as the webhook URL.
For detailed steps, see Update system properties for Microsoft Exchange Online
in the Journey Accelerator app
Update system properties for Microsoft Exchange Online in the Journey

Accelerator app
Update the Journey Accelerator app system properties to use with Microsoft
Exchange Online features support by Journey Accelerator.
Before you begin

Complete all the steps required for setting up the right Microsoft Exchange
Spoke for your version of Journey Accelerator.
• Journey Accelerator v3.0.0:
Microsoft Exchange Online Spoke v3.0.0

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• Journey Accelerator v2.0.1: Microsoft Exchange Online Spoke v2.0.1
app.
See, Microsoft Exchange Online setup for Journey Accelerator for a list of all the
required spokes supported for different versions of Journey Accelerator.
Procedure
1. Navigate to sys_properties.list.
2. Search Application for Journey Accelerator.
3. Locate and update the following fields:
Name Value
sn_ja.calendar_provider_option exchangeOnline
sn_ja.ex_online_dummy_account_id <Outlook dummy account for querying

meeting times>
sn_ja.ex_online_service_account_id <Outlook service account or

delegator for calendar management>
sn_ja.ex_online_notification_url <webhook URL from Microsoft Exchange

Online Spoke>
Double-click a Value to edit.
Note: When using Microsoft Exchange Online spoke v3.0.0 with Retry
Handler Framework, use the scripted rest API for the retry handler
framework as the webhook URL.
Creating and managing audience-specific Journey Accelerator

templates
Administrators can develop Journey Accelerator templates for customized plans
with stages that include user tasks for different audiences.
Using Journey Accelerator, administrators can develop and manage templates
for audience-specific transition plans. Plans include templates with stages and
to-do lists. Managers can use these templates to create transition plans for their
employees.
For more information about different audiences, see Audiences.

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Manage Plan Types
Plan types are the top-level containers for stages and tasks.
Administrators select a plan type and a title for the plan when
configuring a specific plan. Administrators enter a meaningful title
for the type of plan that they are creating so that users can easily
identify the plan type, such as "IT Senior Tech Promotion." For more
information about plan types, see Create and manage Journey
Accelerator plan types.
Manage Stage Names
Stages are contained inside theJourney Accelerator plan. Stages
contain tasks or to-do lists for managers, mentors, or employees
to complete. Stage Titles are visible to users. Stages should have
an implicitly logical order, such as a time sequence. For more
information about stages, see Create and manage action plan
stages.
Manage Task Templates
Journey Accelerator task templates appear as to-do lists in the
plan list view in the Employee Center for managers, mentors, or
employees.
Manage Plan Configurations
Plan configurations are based on a plan type. Plan configurations
are customized for specific employee audiences. For more
information about plan configurations, see Create and manage
Journey Accelerator plan configurations.
Manage Plans
Administrators can access and manage plans for specific users
after a manager has created a plan. Administrators only update
individual plans when the plan's owner (manager) makes a
request to do so. For more information about managing plans,
see Managing existing Journey Accelerator plans created by
managers.
Manage Plan Header Configuration
Administrators can configure the header for different plan types.
Default header configurations are available for the different
Journey Accelerator roles.
• View for manager
• View for employee
• View for mentor

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For more information about updating the default header
configurations or creating new plan header configurations, see
Customize and manage Journey Accelerator plan headers.
From the Employee Center, managers can create customized Journey
Accelerator plans that contain stages with specific to-do lists for themselves,
mentors, and employees.
Create and manage Journey Accelerator plan types

Create plan types to manage the top-level classification for stages and tasks in
a Journey Accelerator plan.
Before you begin

About this task

Managers select a plan type when they are configuring a specific plan. As
an administrator, you should create a title for a plan type that is meaningful.
You want managers to quickly understand what plan type they are using, for
example New Hire, Promotion, or Offboarding.
Procedure
1. Navigate to Journey Accelerator > Manage Plan Types.
2. Click New.
3. In the Title field, enter a meaningful name for the type of plan that you are
creating so that it is easily identifiable.
These fields contain default plan header configurations for the plan type.
• View for manager
• View for employee
• View for mentor
See, Customize and manage Journey Accelerator plan headers to customize
headers for a plan.
4. Click the search icon next to a role to change the header configuration for
that role.
5. After you have selected any header configuration you want to change, click
Submit.
Enable automatic action plan creation

You can configure the Create Journey Accelerator Action Plan template so that
a plan is automatically created from a lifecycle event.

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Before you begin
Note: This feature is only available in the Rome family release or later.
In the Quebec family release, follow the detailed instructions on how to
automatically trigger aJourney Accelerator Plan from a Lifecycle event
or other HR Services, see How to create Journey Accelerator Action Plans
directly from a Lifecycle Event or other HR case (KB0994946).
The Create a new action plan for your employee activity must be active. See,
Activate the Create a new action plan for your employee activity.
Procedure
1. Navigate to Livecycle Events > Administration > Manage HR Templates.
2. Open the Create Journey Accelerator Plan template.
3. Set Create plan automatically.
• Set Create plan automatically to true to automatically create a plan when
the lifecycle event activity is created.
• Set Create plan automatically to false create a to-do for Opened for person
(manager) in the HR case.
4. Click Update to apply and save your changes.
When Create plan automatically is set to true, an action plan is automatically
created for the activity in a lifecycle event.
What to do next
Activate the Create a new action plan for your employee activity
Set activities in Lifecycle Events to active to enable the activity to process
fulfillment and closure of related events and activities.
Before you begin

Role required: sn_hr_le.admin or sn_hr_le.activity_set_manager
About this task

The Create a new action plan for your employee activity by default is not
active. To create Journey Accelerator action plans, activate the Create a new
action plan for your employee activity if it isn't already active.

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Procedure
1. Navigate to Lifecycle Events > Manage Activity Configuration.
2. Click Create a new action plan for your employee
3. Select the check box for Active.
4. Click Update.
See, Configure the supporting components for a lifecycle event if you want
more information about Lifecycle Events and fulfiller activities.
Related information
Customize and manage Journey Accelerator plan headers

Create customized plan headers for different plan types based on user roles.
Before you begin

About this task

Journey Accelerator plans use three different roles:
• Manager
• Employee
• Mentor
You can customize the plan header for each role. Customizations include
role-based permission, customizing field labels, and setting role-based plan
preferences. Plan header fields are available in the Journey Accelerator Plan
[sn_ja_plan] table.
Procedure
1. Navigate to Journey Accelerator > Manage Plan Header Configuration and
click Default for employee.
The default header configuration for the employee role has these fields
configured:
• Plan created by
• mentor
2. Click mentor.
3. In the Custom label field, enter buddy to replace mentor.

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Note: A custom field header can only be used for one mentor field. You
can customize the mentor field for either Mentor can view or Mentor can
edit.
4. Click Update to save the changes to the mentor field.
5. Click Update again to save the changes to the header configuration.
The text This person's mentor is changed to This person's buddy. This change
applies to only the header view of the employee role. Field labels are unique
to each role.
The changes are available to use in Journey Accelerator Plan Types.
Related information
Create and manage Journey Accelerator plan types
Customize field labels in a Journey Accelerator plan header

Customize the labels for fields that are available in the Journey Accelerator Plan
[sn_ja_plan] table so that users have a customized and consistent experience.
You can use customized plan headers for different plan types.
Before you begin

About this task

Journey Accelerator plans use three different roles:
• Manager
• Employee
• Mentor
You can customize the plan header for each role. You can also customize role-
based permissions, field labels, and role-based plan preferences. Plan header
fields are available in the Journey Accelerator Plan [sn_ja_plan] table.
Procedure
1. Navigate to Journey Accelerator > Manage Plan Header Configuration, and
click New.
2. In the Name field, enter a meaningful name.
The name should be meaningful to the role that you are creating the custom
header for. For this task, enter Support Manager Plan Header.
3. Click Submit.

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4. Open the plan header configuration that you created.
5. Click New.
6. In the Details list, select Mentors can edit.
7. In the Custom label field, enter buddy and click Update.
8. Click Update again.
Any plan type role that uses this plan header displays the label buddy in the
plan header. Labels apply to individual roles. Each role can have its own
customized labels.
Configure unique plan headers for different plan types. For more information,
see Create and manage Journey Accelerator plan types.
Create and manage action plan stages

Create and manage stages that are contained inside the Journey Accelerator
plan. Stages contain tasks or to-do lists for managers, mentors, or employees to
complete.
Before you begin

About this task

Use Journey Accelerator stages to create a logical sequence for task
completions. Managers add stages to plans in the Employee Center.
Procedure
1. Navigate to Journey Accelerator > Manage Stage Names.
2. Click New.
3. In the Title field, enter a meaningful name for a stage in a plan. For example,
Week 1, Day 1, or Month 2.
4. Click Submit.
Create and manage action plan task templates

Create and manage the task templates that managers, mentors, and
employees can use for their Journey Accelerator plans. Use task templates
to provide a consistent and streamlined experience for creating Journey
Accelerator plans.
Before you begin


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About this task
Journey Accelerator task templates appear as to-do lists in the Employee Center
for managers, mentors, or employees.
Procedure
1. Navigate to Journey Accelerator > Manage Task Templates.
2. Create a template or modify an existing template.
For information about the template fields, see Action plan task template fields.
Action plan task template fields

To make a task template, fill in the Journey Accelerator task template fields.
Field Description
Name Descriptive name for the activity that

is associated with the task.
Table Table that is used to track tasks and
fields. Select the Journey Accelerator
Task [sn_ja_task] table to enable
access to the template fields.
Template Template fields that appear only when
a table is selected. Template fields are
tracked in the Journey Accelerator
Task [sn_ja_task] table.
The following settings apply to the
overall properties of the task:
• Mandatory: Set to true to make the
task required. Set to false to make
the task optional.
• Editable: Set to true to enable users
to modify task fields. Set to false so
that users can't modify certain fields
in the task.

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Field Description
Note: When editable = false,

the following occurs:
◦ The plan creator can't
change the To-do name, To-
do description, or This to-do
is optional fields.
◦ Users can't delete the to-do
task from a plan.
• Type
◦ Regular: Standard to-do task
template.
◦ Calendar: Schedulable task.
Creates to-do task linked to
Microsoft Office 365 calendar
event.
Active Option that enables the task template

when selected. Only active tasks are
available for managers to use.
Task short description Brief description of the task. This text
appears to users from the Journey
Accelerator plan. This field appears in
the Short description field when you
are managing tasks in stages.
Task description Detailed description of the task.
Parent plan table Higher-level table that associates
an entry in the Journey Accelerator
Task [sn_ja_task] with the table that
tracks plans, Journey Accelerator Plan
[sn_ja_plan]. Selecting the Journey
Accelerator enables access to the
plan-related fields.
Assign to source User who is assigned the task:
• Employee
• Manager

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Field Description
• Mentor
Note: Initially, only the first

mentor is assigned with
to-do tasks in the list with
multiple entries. Managers
can reassign the to-do tasks to
other mentors after the plan is
created.
Relative due date trigger Condition that is used to trigger when
a task is assigned based on the publish
date of the plan. This condition is
evaluated with Date offset type and
Date offset type.
• Created
• End on
• Start on
• Updated
Note: Only use the Start on

condition. Start on is selected by
default.
Date offset type Condition that is used to trigger when
a task is assigned. This condition is
evaluated with Relative due date
trigger and Number of offset days.
• On
• After
Note: The After condition

is the default selection. We
recommend that you use only
the After condition.
Number of offset days Condition that is used to trigger when
a task is assigned. This condition is
evaluated with Relative due date
trigger and Date offset type.

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Field Description
• Days
• Hours
Note: Only specify days, and

keep hours set at 0 (zero).
For example: If the Relative Due
Date Trigger = Start On, Date
Offset type = After, and Number
of offset days = 5 days, the task
is configured to trigger 5 days
after the publish date of the
plan.
Manage to-do templates created by managers

Modify and manage to-do task templates that managers create.
Before you begin

About this task
Procedure
1. Navigate to Journey Accelerator > Manage Manager Task Templates.
2. Open a task template, or click New.
3. Modify or complete the fields in the form.
For detailed information on the fields in the form, see Journey Accelerator
Model Task fields.
4. Click Submit or Update to save the form.
Journey Accelerator Model Task fields

Managers create to-do tasks that are saved as templates. The templates are
stored as a Journey Accelerator Model Task.
Field Description
Task name The name of the to-do as it appears in

an action plan.

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Field Description
Owner The manager that created the to-do

task template.
Additional assignee list Adds user to the Additional people
field of the to-do task.
Assigned to type • Persona: One of the personas
supported for action plans.
(manager, employee, mentor)
• User: A single user.
Note: The availability of other

fields depends on your selection.
The persona is listed in the
Assigned to source field.
Parent plan table The table that contains the to-do
task template information (Journey
Accelerator Plan [sn_ja_plan]).
Assigned to source The persona to which the to-do task is
assigned.
Assigned to The name of a single user.
Active Select to make the plan available.
Clear the check mark to hide the
template from users.
Mandatory Select to make the to-do task
mandatory. Clear the check mark to
make the task optional.
Journey Accelerator task type • Regular: Task without the scheduling
feature.
• Calendar: Available when Journey
Accelerator is configured to work
with a calendar such as Microsoft
Exchange Online
Due date configuration A conditional due date for the task.
Number of days/weeks The days or weeks from the assigned
condition for when the task is due.

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Field Description
Task description The description of the task that is

visible to the users.
Create and manage Journey Accelerator plan configurations

Create and manage plan configurations that are based on a plan type. Plan
configurations are customized for specific employee audiences.
Before you begin

Procedure
1. Navigate to Journey Accelerator > Manage Plan Configurations.
2. Click New, or open an existing plan configuration.
Plan Configuration form
Field Description
Title Descriptive title so that managers can identify different

plan configurations. For example, Sales Employee Plan
Configuration.
Audience Group of users. Select an audience so that you can control
which specific groups of users can access the plans.
Active Option that you can select to make the configuration
available for use.
Note: A plan cannot be active until it contains at least

one stage.
Journey Plan types. The top-level classification is used to identify
Accelerator different types.
plan type
Short Brief description of the plan.
description
Description Detailed description of the plan.
4. Click Save.
5. To configure the stages for this plan, click New.

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a. Select an available stage name.
b. Click Submit.
6. Click Update.
Managing existing Journey Accelerator plans created by managers

Plan owners make updates to Journey Accelerator plans only from the
Employee Center portal. Administrators should not change existing individual
plans.
Changes to existing individual Journey Accelerator plans should be made only
from the Employee Center portal by the manager who created the plan.
Monitor Journey Accelerator plans

Monitor plans and to-do tasks from the Journey Accelerator dashboard.
Before you begin

Role required: Reader [sn_ja.reader]
Procedure
1. Navigate to Journey Accelerator > Journey Accelerator Dashboard.
2. Click the items in the dashboard for more details.
Here is some of the information you can see about Journey Accelerator plans
and to-dos.
• Overdue Plan To-dos
• Plans in Draft State
• Plans in Ready State
• Plans Published in Last 6 Months
• To-dos Created in Last 6 Months - From Template (True) Vs. Plan Created
(False)
Use action plans created from the Journey Accelerator app

Managers, employees, and mentors can access the Journey Accelerator plans
through the Employee Center (EC).
For information about the EC, see Exploring Employee Center.

1199
Managers create, modify, and track action plans for their employees
Create and manage employee transition plans by using Journey Accelerator
templates. You can use role-based plans to create consistent plans for different
roles on your team.
Before you begin

Role required: All employees with direct reports
Procedure
1. In the Employee Center (EC) portal, click Action Plans.
Note: Depending on the Employee Center configuration, the Action

plans menu can be in the top header menu or under the More list menu.
You can also access action plans from My active items list.
2. Click Create action plan.
Let's start with a few details about this plan form
Field Description
Who this plan is for Name of the employee that this plan
is for.
Plan type List of available plan types that are
configured for role-based groups or
types of transitions.
Plan name Descriptive name of the plan.
This person's mentor Mentors that you can select. You
can also set the mentors' view or edit
permission.
Plan description Details about this plan.
4. Click Create plan.

You can create a plan that is based on the plan types and audience. You
can either publish the plan immediately or exit and make changes later. Plans
save automatically.
You can perform the following actions in the plan:
Edit plans

1200
• To change the plan name, add or delete mentors, and change the plan
description, click Edit plan details.
Note: Mentors are notified when they are added to a plan.

• To add a stage, click Create stage.
Edit stages and to-do tasks.
• Reorder to-do tasks by using the drag capabilities in the UI or from the Move
down menu in a stage.
• Rename a stage from the Rename stage menu in the stage.
• Delete optional to-do tasks.
Note: Not all editing actions are available for the to-do tasks that are
mandatory. You can't delete mandatory to-do tasks.
• Edit an existing to-do task.
• Click Add to-do to create a to-do task or to choose from a list of available
to-do tasks.
You can assign to-do tasks to users other than the employee or the mentor.
These to-do owners receive to-do tasks with access to only their assigned to-
do tasks in a published plan.
5. Review the draft and publish or edit the plan.
Publish:
• Click Publish now to immediately make the plan available.
Note: Only use Publish now for active users. Publishing a plan before
the user is active can incorrectly generate to-do tasks.
• Click Publish on a set date to select a date when you want the plan to be
published.
Edit:
• Click Edit plan details to edit the plan name, add or remove a mentor, set a
mentor's permission, or edit the plan description.
• Click Delete plan to remove the entire plan from the Employee Center.
You can edit existing plans at any time before the plan is marked complete.
See Edit existing action plans.
Edit existing action plans

Edit existing Journey Accelerator plans by adding, removing, or rearranging
stages and tasks to meet the needs of the employee and your team.

1201
Before you begin
Procedure
1. In the Employee Center portal, click Plans.
2. Click the plan that you want to edit.
3. Update, move, or delete stages or to-dos. When you're done, click Exit editing.
Note:
• Deleting tasks or stages permanently removes them from the plan.
• Plans immediately update with your saved edits.
Manage action plan to-do tasks and create templates

Create, modify, and manage to-do tasks for employees and mentors as part of
your management responsibilities.
Journey Accelerator action plans can be customized for employee transitions.
Part of that customization is a managers ability to add, delete, modify, and
save to-do tasks. Save the to-do tasks you create as templates to save time and
provide consistent experiences for employees and mentors.
Add or modify an action plan to-do
The to-do form contains fields that a manager uses to customize
tasks for employees and mentors to complete as part of a transition
plan.
Action plan to-do task fields
The to-do form contains fields that a manager uses to customize
tasks for employees and mentors to complete as part of a transition
plan.
Add or modify an action plan to-do

Create, modify, and save to-do tasks as part of an action plan. To-dos are
assigned to employees, mentors, or managers to complete.
Before you begin

Procedure
1. Navigate to Employee Center > Action plans, and open an action plan.
2. Click Add to-do or open an existing task in a stage.

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3. Choose the option that is best suited for your employee or mentor.
Option Description
Select from a list of available to-do

task templates and click Next. Tem
Select from the To-do template list plates make it easy and fast to cre
ate consistent to-do tasks for more
than one employee or mentor.
Click Create your own to create a
to-do from scratch. Creating a to-do
Click Create your own from scratch is a good option to cre
ate a unique task for a single employ
ee or mentor.
4. Fill in the to-do form.
Note:
• For to-dos that are appropriate for more than one employee or
mentor, select Save as Template. Save the to-do as a template so that
it is available to use for other employees or mentors in future action
plans.
• The Action plan to-do task fields topic has descriptions of the To-do
form fields.
5. Click Save.
Action plan to-do task fields

The to-do form contains fields that a manager uses to customize tasks for
employees and mentors to complete as part of a transition plan.
Field Description
To-do name The name of the to-do to appear as

the heading or title of the task.
Stage Select from the list of available stages
included in the action plan.
To-do description A description of the task that appears
in the action plan to-do.
Who this to-do is for The name of the employee or mentor
to whom this to-do task is assigned.

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Field Description
Other people Assign this to-do to additional people.

People have different access and
responsibilities based on their role
(employee or mentor).
Due Date Set a due date based on a specific
date or a relative date from the date
the action plan is published.
• An exact date
• A number of weeks after publishing
• A number of days after publishing
• No due date
This to-do is optional Mark the to-do as optional to give
employees or mentors the option not
to complete this task.
Add scheduling to this to-do Enable scheduling for this task. Your
organization must be using Microsoft
Online Exchange to enable this
feature.
Attachments Drop files in this field to include them
as an attachment to the to-do.
Save as Template Save a to-do as a template so that
you can use it in other action plans.
Employees view and complete action plans

View, manage, and track your action plan progress from the Employee Center
portal.
Before you begin

Role required: Any employee assigned to a plan has access to the plan. You
can be assigned as the employee or mentor.
About this task

Your manager creates plans for different employee transition events. When
you can access your plan from the Employee Center portal, you see only your
assigned tasks if your plan is in the Ready or Complete state.
Note: Tasks in your plan are also listed under To-dos. The To-dos list does not
show the stage that contains the task.
1204
Procedure
2. Click the plan that you want to work on.
Stages contain the tasks for you to complete.
3. To view details about a particular task and to manage its progress, click that
task.
You can manually update the status of a task and add additional details
when needed. The different statuses are as follows:
• Mark as in progress: Updates that record for the task so that others can see
that you started working on the task.
• Complete: Shows that you completed the task.
• Comments: Sends messages to the plan manager.
• Attachments: Adds files, such as certificates of completion, for training or
other documents.
Mentors view, modify, and track action plans assigned to them by managers
Mentor employees that are assigned to you and view or edit employee plans
depending on your permission type.
Before you begin

Role required: You must be assigned as a mentor to an action plan.
About this task

Managers create plans for different employee transition events. Some transitions
include having a mentor. Mentors access plans from the Employee Center
portal.
There are two types of mentor permissions:
Can view
Mentors see all tasks in a plan. Mentors with the Can view permission
can only update the tasks that are assigned to them. Mentors can
view plans in Draft, Ready, or Complete states.
Can edit
Mentors with the Can edit permission can edit, add, and delete
stages or to-do tasks. The Can edit permission enables mentors to
publish plans and set plan publish dates.
Note: Tasks in a plan are also listed under To-dos. The To-dos list does not
show the stage that contains the task.

1205
Procedure
2. Click the plan that you want to work on.
Stages contain tasks to complete.
The type of mentor permission restricts or enables edit access to plan stages,
to-do tasks, and publishing a plan.
3. Click a task to view or edit its details so that you can manage the progress of
it.
Manage tasks manually. Mark your tasks and add additional details when
needed. You can choose the following task statuses:
• Mark as in progress: Updates that record for the task so that others can see
that you started working on the task.
• Complete: Shows that you completed the task.
• Comments: Sends messages to the plan manager.
• Attachments: Adds files, such as certificates of completion, for training or
other documents.

The Enterprise Onboarding and Transitions application allows you to easily
automate onboarding and other employee lifecycle events that span multiple
departments, which helps to improve employee satisfaction and efficiency
across HR and other departments.
• Upgrade to Quebec • Understanding Enterprise • Building a lifecycle event

Onboarding and Transitions
• Support multiple jobs in a
• Activate Lifecycle Events lifecycle event
• Activate Lifecycle Events for • Clone a lifecycle event

Enterprise
• Preview and test a lifecycle
event
Use Develop Troubleshoot and get help

1206
• Create an HR case for a life • Developer training • Ask or answer questions in
cycle event the HR Service Delivery com
• Developer documentation
munity
• Monitor the status of a life
• Components installed with
cycle event case • Search the Known Error Por
Lifecycle Events

and Support
Understanding Enterprise Onboarding and Transitions

Use Enterprise Onboarding and Transitions to automate the fulfillment of
employee lifecycle events such as new hire onboarding, offboarding,
relocation, promotion, parental leave, and more. Lifecycle events are a
collection of activities organized into activity sets to comprise an employee
experience.
Overview
Enterprise Onboarding and Transitions enables organizations to easily automate
employee experiences and processes that span multiple departments, offering
the following benefits.
• Easily snap together experiences and processes to automate cross-

departmental work
• Drive action across multiple departments and systems for improved efficiency
• Provide end-to-end visibility on each process to ensure that correct actions
are taken
• Guide employees step-by-step so that they know what to do next
• Continually optimize the process with insight from lifecycle event dashboards
The following video provides an overview of the Enterprise Onboarding and

Transitions application.
This video provides an overview of the Enterprise Onboarding and Transitions
application.
Beginning in the Orlando release, Enterprise Onboarding and Transitions is
comprised of two plugins. Depending on the HR Service Delivery package you
choose, activate one or both of the plugins.

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Plugin Description
Lifecycle Events Enables you to easily configure digital workflows to

manage employee lifecycle events within HR. See
[com.sn_hr_lifecycle_events]
Activate Lifecycle Events for more information.
Lifecycle Events for Enables you to automate onboarding and other
Enterprise employee lifecycle events that span across multiple
departments such as HR, IT, Facilities, Finance, and
[com.sn_hr_lifecycle_ent]
Legal through a single service delivery platform.
See Activate Lifecycle Events for Enterprise for more
information.
Note: The lifecycle event for new hire

onboarding is included as demo data
with the Lifecycle Events for Enterprise
[com.sn_hr_lifecycle_ent] plugin.
Configuring Enterprise Onboarding and Transitions

Depending on your role, you can access and configure the following:
Lifecycle event administrator
Users with the lifecycle event administrator [sn_hr_le.admin] role can
administer and configure any part of the application, including any
lifecycle event and its associated activity sets and activities.
• Building a lifecycle event
Activity set manager

Users with the activity set manager [sn_hr_le.activity_set_manager]
role can build any lifecycle event and the associated activity sets.
You can configure any lifecycle event activity, so long as you are a
member of the owning group that owns the activity. For example, if
you are a member of the HR owning group, then you can configure
any activity that is owned by the HR group, such as an employee
task to watch an onboarding video or a fulfiller task to provide
relocation assistance.
• Configure a lifecycle event and the associated activity sets
• Configure a lifecycle event activity if you are a member of the
associated owning group
Activity writer

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Users with the activity writer [sn_hr_le.activity_writer] role can
configure any lifecycle event activity, so long as you are a member
of the owning group that owns the activity. For example, if you are
a member of the IT owning group, then you can configure any
activity that is owned by the IT group, such as to set up an active
directory account or to set up equipment for a new employee.
• Configure a lifecycle event activity if you are a member of the
associated owning group
Activity reader
Users with the activity reader [sn_hr_le.activity_reader] role can read
any lifecycle event and its associated activity sets and activities.
Using Enterprise Onboarding and Transitions

Once the Enterprise Onboarding and Transitions application is configured, users
with the following roles can write and read lifecycle event cases.
Note: A lifecycle event case is an HR case that is fulfilled by a lifecycle

event.
Lifecycle event case writer

Users with the lifecycle event case writer [sn_hr_le.case_writer] role
can create, manage, and monitor the status of any lifecycle event
case.
• Create an HR case for a lifecycle event
• Monitor the status of a lifecycle event case
Lifecycle event case reader

Users with the lifecycle event case reader [sn_hr_le.case_reader]
role can read any lifecycle event case.
Activate Lifecycle Events

You can activate Human Resources Scoped App: Lifecycle Events
[com.sn_hr_lifecycle_events] if you have the admin role. This plugin includes
Before you begin


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About this task
Human Resources Scoped App: Lifecycle Events enables you to easily configure
digital workflows to manage employee lifecycle events through a single service
delivery platform.
Plugins for Human Resources Scoped App: Lifecycle Events
Plugin Description
Human Resources Scoped App: Core Provides core HR features.

[com.sn_hr_core]
Employee Center Provides Employee Center.
[com.sn_hr_service_portal]
Using Agent Workspace with Lifecycle Events

To use Agent Workspace with Lifecycle Events, you must activate:
• Human Resources Scoped App: Workspace
[com.sn_hr_agent_workspace] plugin
Using Playbook with Lifecycle Events

To use Agent Workspace and Playbook with Lifecycle Events, you
must request the Playbook plugin from the ServiceNow Store.
Note: For more information on requesting a ServiceNow Store

plugin, see Install a ServiceNow Store application.
Procedure

<plugin name>.

1210
Components installed with Lifecycle Events
Several types of components install with the activation of the Human Resources
Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] plugin, including
Demo data is available for this feature, and it is used in some related example
tasks.
Note: The Human Resources Scoped App: Lifecycle

Events [com.sn_hr_lifecycle_events] plugin activates the
sn_hr_le.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Enterprise Onboarding and Transition
admin user by requiring a minimum number (the default is two) of active
users with this role.
Roles installed
Lifecycle events administrator Grants access to • sn_hr_le.activity_set_manager

[sn_hr_le.admin] create, manage, and
add users to groups • skill_admin
within lifecycle • sn_hr_le.case_reader
events.
Can access: • sn_hr_le.case_writer
• Guided Setup • sn_hr_core.content_writer
• Manage Owner • sn_hr_le_pa.admin (When PA-

Groups Content Pack - HR LE Scoped
App plugin activates)
• Manage Roles
• pa_viewer
• LE UI Configuration
• survey_admin
• Onboarding
Executive
Dashboard
• Onboarding
Executive View
Activity reader Can read HR activity • None
sets and activities.
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[sn_hr_le.activity_reader]
Activity set manager Can activate and • sn_hr_le.activity_writer
[sn_hr_le.activity_set_manager] trigger HR activity
sets.
Activity writer Can create HR • sn_hr_le.activity_reader
[sn_hr_le.activity_writer] activity sets and
activities.
Case reader Can read lifecycle • sn_hr_core.case_reader
[sn_hr_le.case_reader] event cases.
Case writer Can create lifecycle • sn_hr_core.case_writer

[sn_hr_le.case_writer] event cases.
• sn_hr_le.case_reader
HR Performance Analytics Lifecycle Event • None
Administrator Performance
Analytics Admin
[sn_hr_le_pa.admin]
role for the scoped
application.
• Access and modify
the Lifecycle Event
PA content packs.
• Edits Performance
Analytics
properties.
• Accesses Admin
Console.
• Launch
Dependency
Assessment.
Note: This role is

contained in the
lifecycle events
administrator
role
[sn_hr_le.admin].

1212
Note: The Lifecycle Event Administrator (sn_hr_le.admin) role with the
Delegated Developer (delegated_developer) role can also configure and
create COEs. For more information, see HR Centers of Excellence data
model.
application.

administration.
Tables installed
Table Description
Activity Details of activities that are

[sn_hr_le_activity] part of an activity set and
together make up a Lifecycle
Event. Extends the Activity Base
[sn_hr_le_activity_base] table.
Activity Base Extends sys_metadata.
[sn_hr_le_activity_base]
Activity Field Mapping Details of an activity field mapping
[sn_hr_le_activity_field_mapping] that pass information from the
parent lifecycle event case to an
activity.
Activity Set Details of activity sets and activities
[sn_hr_le_activity set] that make up Lifecycle Events.
Activity Set Context Created for each Activity Set

[sn_hr_le_activity_set_context] when the Lifecycle Event initializes.
Tracks the state of each set
(triggered, waiting for activities to
complete, and more).
Works with the Activity Status
[sn_hr_le_activity_status] table to

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Table Description
provide filtering for the Lifecycle

Event widget on the Ticket page.
Activity Status Created when an Activity Set
[sn_hr_le_activity_status] triggers and tracks the state of
the activity created. Tracks the
progress of the Activity for each
Lifecycle Event case that initializes.
Works with the Activity Set Context
[sn_hr_le_activity_set_context]
table to provide filtering for the
Lifecycle Event widget on the
Ticket page.
Fulfiller Activity Configuration Fulfiller activity configuration
[sn_hr_le_fulfiller_activity_config] passes field information from
the Lifecycle Event Case
[sn_hr_le_case] table to the HR
case [sn_hr_core_case] table
Fulfiller Activity Configuration Mapping Fulfiller Activity Configuration
[sn_hr_le_fulfiller_activity_config_mapping] Mappings copy to all activities
created using the fulfiller
configuration.
HR Lifecycle Events Case Details of a submitted Lifecycle
[sn_hr_le_case] event case.
• Account Notification
• Request Onboarding
Extends the HR Case
[sn_hr_core_case] table.
Lifecycle Event Type Lifecycle Event Types are a way to
[sn_hr_le_type] organize activity sets and activities
together. Lifecycle Event Types act
as a container for activity sets and
activities. Lifecycle Event Types are
also associated with an HR Service.
LE UI Configuration Lifecycle Event user interface
[sn_hr_le_builder_ui_configuration] configuration details.

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Table Description
Employee Request Tracks details of Employee

sn_hr_le_employee_request Requests. Created when an
Employee Request is created.
Works with the Activity Base
[sn_hr_le_activity_base] table.
Future To-dos Tracks details about activities
[sn_hr_le_future_todo] waiting to be triggered.
Lifecycle event script includes and APIs

Script includes call workflows within Lifecycle Events.
The following script includes are provided with Lifecycle Events:
Name Description
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.
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:

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• 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)
Lifecycle event 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 for the duration of the lifecycle event case and manages
the activity sets.
Note: You can access the workflows from Execution Contexts.

1216
Each activity set in a lifecycle event has 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 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.

1217
Note: The Evaluation interval field is not revealed by default. This
field works with the Max activity count field on the Activities tab
under Workflow Properties. See Workflow properties . If you reveal the
Evaluation interval field with the intention of changing the default value
(four hours), use caution. Frequent updates mean that more events
fire and could cause your lifecycle event activity sets to cancel before
the Lifecycle Event completes. For workflows associated with Lifecycle
Events, the value of the Max activity count field has been increased to
accommodate long running business processes that contain multiple
workflow activities.
◦ 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 .
Activate Lifecycle Events for Enterprise

You can activate the Human Resources Scoped App: Lifecycle Events for
Enterprise plugin [com.sn_hr_lifecycle_ent] if you have the admin role. This plugin
includes demo data and activates related plugins if they are not already active.
Before you begin

About this task

Human Resources Scoped App: Lifecycle Events for Enterprise enables you to
automate onboarding and other employee lifecycle events that span across
multiple departments such as IT, Facilities, Finance, and Legal.
Plugins for Human Resources Scoped App: Lifecycle Events for Enterprise
Plugin Description
Human Resources Scoped App: Core Provides core HR features.

[com.sn_hr_core]
Employee Service Center Provides Employee Center.
[com.sn_hr_service_portal]

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Plugins for Human Resources Scoped App: Lifecycle Events for Enterprise (continued)
Plugin Description
Human Resources Scoped App: Lifecycle Provides lifecycle events.

Events
Document Templates Provides Document
[com.snc.document_templates] templates.
Procedure

<plugin name>.
Components installed with Lifecycle Events for Enterprise

Several types of components are installed with activation of the
Human Resources Scoped App: Lifecycle Events for Enterprise plugin
[com.sn_hr_lifecycle_ent] plugin, including user roles and tables.

1219
Roles installed
Lifecycle events for None

enterprise administrator
[sn_hr_le_ent.admin]
Document templates Provides read-only permission to None
reader document templates.
[sn_doc.reader]
Document templates Provides read and write permissions sn_doc.reader
writer to document templates.
[sn_doc.writer]
Document templates Provides read, write, and delete sn_doc.writer
administrator permissions to document templates.
[sn_doc.admin]
Tables installed
Table Description
PDF Template Mapping Table to store the fields mappings of a PDF

[sn_doc_pdf_template_mapping] document template.
HTML Template Table to store HTML document templates.
[sn_doc_html_template]
PDF Template Table to store PDF document templates.
[sn_doc_pdf_template]
Participant Table to store the details defined for
[sn_doc_participant] participants.
Document Task Table to store document template tasks.

[sn_doc_task]
Document Task Note Table to store the details of review notes.
[sn_doc_task_note]

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Table Description
Document Template Base table for PDF Template and HTML

[sn_doc_template] Template tables.
Document Template Category Table to store document template

[sn_doc_template_category] categories.
Document Template Script Table to store document template scripts.

[sn_doc_template_script]
Building a lifecycle event

Lifecycle events enable you to automate the fulfillment of HR cases such as
new hire onboarding. Each lifecycle event is a collection of activities that often
span multiple departments and are organized into activity sets. To configure
a lifecycle event, you must first document the business process for your event.
Next, you must configure all of the supporting components. You can then
configure the lifecycle event and its associated activity sets and activities.
Finally, you configure a corresponding HR service so that the lifecycle event can
be requested for service.
The following video provides an overview on lifecycle event configuration with
the Enterprise Onboarding and Transitions application.
This video provides an overview on how to configure the Enterprise Onboarding
and Transitions application.
Note: If you are further customizing an existing lifecycle event, follow the
configuration tasks as applicable.
Document the lifecycle event process

Define and document the lifecycle event process. Lifecycle events are
generally cross-departmental and require action from different departments. It
is thus critical that everyone agrees on the flow and their areas of responsibility.
As you map out a lifecycle event, the associated activity sets, and the activities
that comprise it, consider who is responsible for owning the activity, what the
activity type is, and if there is a targeted audience for that activity.
Defining the lifecycle event

As you map out and define your lifecycle event, consider the following.

1221
• What is the lifecycle event type? Examples of lifecycle events include
employee onboarding, offboarding, and parental leave.
• What are the different stages of the lifecycle event? These stages are
represented as activity sets, which act as containers for the associated
activities. Each activity set is triggered based on specified conditions.
• What are the different activities for each activity set? For each activity,
determine the appropriate owning group, activity type, and audience.
◦ Who owns the activity? Lifecycle events generally span multiple
departments. Each activity must be owned by the relevant group that is
responsible for overseeing and maintaining that activity, such as HR, IT, or
Facilities.
◦ What is the activity type? Is it a task for an employee or fulfiller? An approval
or notification?
▪ Approvals
▪ Tasks for employees
▪ Activities for fulfillers, which can be configured as order guides, catalog
items, HR services, HR tasks, incidents, and more
▪ Notifications
◦ Is there a targeted audience for the activity? Some activities are not
required for all employees, and you can use audience records to target the
activity to the appropriate user types.
Example: New hire onboarding

New hire onboarding is a lifecycle event that is included as demo data with
the Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] plugin. The event
is organized into activity sets, such as pre-hire, pre-boarding, and day one,
which represent different stages in the lifecycle event process. Each activity
set contains one or more activities, such as a task for the employee to enroll in
medical benefits or a request for an IT fulfiller to set up a new hire's phone and
voicemail.

1222
Configure the supporting components for a lifecycle event
Configure the supporting components for a lifecycle event. Lifecycle events
are a collection of activities. For each activity, you must identify and configure
the underlying components that support it, such as HR task templates, order
guides, catalog items, and HR services. You must also identify and configure the
relevant owning groups, activity types, and audience records.
• Owning groups
• Activity types
• Audiences
Owning groups
Owning groups control who owns a lifecycle event activity. Because lifecycle
events are generally cross-departmental, it is critical that ownership of each
activity is assigned to the appropriate group, such as for HR, IT, or Facilities.
Each owning group is responsible for overseeing the activities that fall under
their purview. See Configure an owning group for a lifecycle event for more
information.
To create, update, or delete an activity, you must be both a member of
the associated owning group and have the sn_hr_le.activity_writer role. For
example, only members of the HR activity writers owning group with the
sn_hr_le.activity_writer role can configure an HR activity.

1223
Activity types
Lifecycle event activities can be approvals, employee activities, fulfiller
activities, notifications, and more. Depending on the activity type, you must
configure the appropriate components that underlie it.
A key benefit of the Enterprise Onboarding and Transitions application is that
you can reuse existing components and processes, such as existing HR services,
HR task templates, or catalog items. For each activity, determine whether there
is an existing component that you can use or if you must configure a new one.
Activity type Configuration requirements
Approval • N/A
To learn more about approvals, see Approvals.

Employee task • Configure an HR task template
To learn more about HR templates, see HR templates.

Fulfiller activity Depending on the fulfiller activity type, configure the
appropriate supporting components.

1224
Note: The following fulfiller activity types are

preconfigured with the Enterprise Onboarding and
Transitions application. To configure additional types,
see Configure an activity configuration for a lifecycle
event.
Automated Order • Create an order guide
Guide
To learn more about order guides, see
Order guides.
Catalog item • Create or edit a catalog item
To learn more about catalog items,

see Service catalog items.
HR service • Configure an HR service
To learn more about HR services, see

HR services.
HR task • Configure an HR task template
To learn more about HR templates,

see HR templates.
Incident • Create an incident template
To learn more about incident

management, see Incident
Management.
Notification • Create an email template
To learn more about notifications, see Notifications.

Flow • Create a subflow

1225
Important:
• Only the Switch primary job subflow that is used
to support multiple jobs in a lifecycle event is
available to use out-of-box.
• To use a different subflow with the activity,
additional configuration is required. See the
Implementing multiple subflows in an LE activity
[KB0817520 article in the HI Knowledge Base for
more information.
To learn more about subflows, see Subflows.

Content • Configure a schedule content template for a lifecycle
event activity
To learn more about content delivery, see Content Library.

Activity container • N/A
Audiences
Not all lifecycle event activities are required for all employees. Some activities
have a targeted audience, and you can use audience records to define the
conditions or criteria that the subject person of a lifecycle event case must meet
for the activity to trigger on their behalf. See Configure an audience record for
more information.
This allows you to create targeted workflows for different audience types.
For example, you can create a tailored onboarding experience for new hire
employees depending on whether the employee is office-based or remote.
Note: If no audience record is applied to an activity, then the activity

triggers for all employees.

1226
Configure an owning group for a lifecycle event
Create or modify an owning group to define the user group that owns a
lifecycle event activity. Each owning group is responsible for overseeing the
activities that fall under their purview. To create, update, or delete an activity,
you must be both a member of the associated owning group and have the
sn_hr_le.activity_writer role. For example, only members of the IT activity writers
owning group with the sn_hr_le.activity_writer role can configure an IT activity.
Before you begin

Role required: sn_hr_le.admin
Procedure
1. Navigate to LIfecycle Events > Administration > Manage Owner Groups.
Group form
Field Description
Name Name of the owning group.

Manager Manager of the owning group.
Description Description of the owning group.

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Field Description
Group email Email address to associate with the owning group.

This email acts as a group notification that sends
an email to every member of the group.
Parent Parent group to associate with the owning group.
4. Click Save.
5. In the Roles, Group members, Groups, and Skills related lists, assign the
appropriate roles, users, groups, or HR skills to the owning group.
Roles Roles assigned to the owning group.
Note: Any roles assigned to the parent group

are automatically assigned to the owning
group.
Group members Users assigned to the owning group.
Groups Groups assigned to the owning group.
Note: Any groups assigned to the parent

group are automatically assigned to the
owning group.
Skills HR skills assigned to the owning group.
Note: Any HR skills assigned to the parent

group are automatically assigned to the
owning group.
6. Click Update.
Configure an activity configuration for a lifecycle event

Create or modify an activity configuration to define the fulfillment process
and conditions for closure for a lifecycle event activity. A key benefit of the
Enterprise Onboarding and Transitions application is that you can leverage
existing fulfillment processes from different departments to fulfill lifecycle event
activities that are assigned to them. For example, you can use a fulfillment
process set up by the IT department to fulfill lifecycle event activities assigned to
IT. Preconfigured activity types are available to use. You can also configure your
own custom activity types.

1228
Before you begin
Procedure
1. Navigate to Lifecycle Events > Administration > Manage Activity
Configuration.
Fulfiller Activity Configuration form
Field Description
Fulfiller activity Name of the fulfiller activity type.

Configuration Configuration type. Select one of the following:
type
Catalog item Creates a task, request, or case
based on an existing catalog item. In
the Catalog field, select a catalog.
Content
Flow Creates a flow on the parent
lifecycle event case.
Note: A flow automates a

process with a sequence of
reusable actions. See Flow
designer for more information.
HR service Creates a case based on an HR
service.
HR task template Creates a task based on an HR task
template.
Order guide Creates an IT request based on an
order guide. In the Catalog field,
select a catalog.
Template Creates a record on a task table that
supports templates.
Workflow Creates a workflow on the parent
lifecycle event case. In the following
fields, provide the following:

1229
Field Description
• Workflow: A workflow that runs on

the parent lifecycle event case.
• Workflow required fields: Fields on
the activity form that are required
to be populated for the workflow.
• Workflow optional fields: Fields on
the activity form that are optional
and populated for the workflow.
Activity closure Conditions that must be met for the fulfiller activity to
close and for the State value to change to Completed.
Note: Once all of the activities in an activity set are

completed, then the State value of the activity set
will change to Finished.
Active Option to activate the fulfiller activity type for use.
Task table Table that the fulfiller activity type is associated with.
Depending on the Configuration type selected, you can
select a table or the field is automatically set to a table.
Badge Badge that the fulfiller activity type is associated with.
Note: Badges display on the portal to indicate to

the employee which department is fulfilling that
activity. See Configure an HR badge for more
information.
4. Click Save.
5. In the Fulfiller Activity Configuration Mappings section, map one or more fields
from the parent lifecycle event case to the child activity.
Fulfiller Activity Configuration Mapping table
Field Description
Activity type This field is automatically set to the name of the

configuration fulfiller activity type.

1230
Field Description
Map from table HR case table that the parent HR service is

associated with.
Note: Make sure that this table matches

that of the HR case table associated with
the parent HR service.
Map from field Field that is being mapped from.

matches that of the target field.
Map to table This field is automatically set to the table that the
fulfiller activity type is associated with.
Map to field Field that is being mapped to.

matches that of the source field.
Example
For example, the preconfigured fulfiller activity type for catalog items maps
the subject_person field from the HR Lifecycle Events Case [sn_hr_le_case]
table to the requested_for field on the Request [sc_request] table so that the
activity form is automatically populated with the name of the user that the
catalog item is being requested for.

6. Click Update.
Configure a schedule content template for a lifecycle event activity

Create or modify a schedule content template to deliver content as part of a
lifecycle event. Each template must be associated with the Schedule Content
[sn_cd_content_visibility] table, and you can configure the template for mobile
content, portal content, notification content, or to-do content.
Before you begin

Have the content that you want to use with the schedule content template. You
can use the following types of content:

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Content types
Content type Description
Configure mobile Mobile content is delivered as a mobile banner in

content the Now Mobile and Mobile Onboarding apps.
Content Library Portal content is delivered as content (such as a
banner, calendar, or video) in a portal such as the
Add or modify Notification content is delivered as a notification.
notification content
Create to-do content To-do content is delivered as a to-do in both portal
and mobile.
Procedure
1. Navigate to System Definition > Templates.
3. Fill in the following fields on the form.
Field Description
Name Name of the template.

Table Set the value to Schedule Content
[sn_cd_content_visibility].
Short description Short description of the template.
4. From the Template field, add the Content field.

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5. For the Content field, select a content record to use with the template.
Example
For example, this is a schedule content template for a content record called
"Welcome to Content Delivery Banner."
6. Add additional fields with corresponding values, as needed.

Depending on the content type, you must add additional fields with
corresponding values. Content is one of the following types.
• Mobile content
• Portal content
• Notification content
• To-do content
For a list of the available fields for each content type, see Scheduling the
delivery of content.
Example
For example, the content type for the "Welcome to Content Delivery Banner"
record is portal content. Portal content requires, at a minimum, the addition of
the Title, Widget instance, and Audience fields.

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What to do next
Use the schedule content template to deliver content as part of a lifecycle
event. See Configure a lifecycle event activity for content for more information.
Configure a lifecycle event

Build a lifecycle event and its associated activity sets and activities with the
lifecycle event builder. Begin by defining the event type, such as new hire
onboarding. Each lifecycle event has one or more activity sets, which represent
different stages in the lifecycle event process. And each activity set has one
or more activities, which can be requests for approvals, tasks for employees,
activities for fulfillers, or the sending of notifications.
Before you begin

Procedure
Manage Lifecycle Event form
Field Description
Title Name of the lifecycle event.

1234
Field Description
Active Option to activate the lifecycle event for use.

Description Description of the lifecycle event.
Display activity (Employee Center only) Option to show the activity sets
sets to subject timeline on the HR ticket page to the subject person of
person the lifecycle event case. This is a two-part process. In
addition to selecting the box here, you must also select
Show case to subject person for the HR service that the
lifecycle event is associated with. To select the latter, see
Configure an HR service.
Note:
• If Show case to subject person for the
corresponding HR service is not selected, then the
activity sets timeline will not display for the subject
person.
• The progress bar for each activity set does not
appear for the subject person. It only appears for
the opened for person.
In the employee You can choose how your employees view activities in
view, sort the lifecycle event.
activities by • Due date: Show activities in chronological order with
tasks that are due earlier at the top and other activities
in by creation date.
• Display order: Show activities in the order they appear
in an activity set.
Event type Event type of the lifecycle event. Select one of the
following:
Onboarding Lifecycle event to use with mobile
onboarding.

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Field Description
Note: You must also make sure

that the Display activity sets to
subject person option on the
lifecycle event form and the
Show case to subject person
option on the corresponding
HR service form are selected.
See Select a lifecycle event for
mobile onboarding for more
information.
Offboarding
Transitions
HR Services
4. Click the Activity Sets tab or Next to configure the activity sets and activities
for the lifecycle event.
You can create new or modify existing activity sets and activities. For further
details on the form fields, see:
• Configure a lifecycle event activity set
• Configure a lifecycle event activity

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Configure a lifecycle event activity set

Create or modify a lifecycle event activity set to define a container for a group
of activities. Activity sets represent different stages in the lifecycle event process,
and you must define when the activity set is triggered, such as immediately
upon creation of the lifecycle event case or after the completion of another
activity set. Each activity set is associated with a single lifecycle event.
Before you begin

Procedure
1. Navigate to Lifecycle Events > Administration > Manage Lifecycle Events, and
open a record.
2. Click the Activity Sets tab to access the lifecycle event builder.
3. Create a new or modify an existing activity set.
• To create a new activity set, click New Activity Set.
• To modify an existing activity set, hover over the activity set and click Edit
Activity Set.

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Activity Set form
Field Description
Title Name of the lifecycle event activity set.

Display title Display title of the activity set. The display title is
employee-facing only, and appears on the activity
sets timeline on the HR ticket page in both portal and
mobile. For example, an employee-facing title for the
preboarding activity set could be "Get ready for day
one." If no display title is provided, the default activity set
name will be used instead.
Description Description of the lifecycle event activity set.
Active Option to activate the lifecycle event activity set for use.
Display order Order number for when the activity set appears in the
lifecycle event builder and in the activity sets timeline on
the HR ticket page.

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Field Description
Note:
• The order number has no relation to when the
activity set is triggered.
• If no order number is provided, then the activity
set will appear after all of the numbered activity
sets.
Display to Option to show or hide the activity set to the opened
opened for for person of the lifecycle event case. If selected, the
activity set will appear in the activity sets timeline on the
HR ticket page in both portal and mobile.
Note: If not selected, the activity set will not appear

in the activity sets timeline. Any associated to-dos
assigned to the opened for and subject person will
still appear on the HR ticket page. However, to-dos
that are assigned to anyone else will be hidden.
Display to subject Option to show or hide the activity set to the subject
person person of the lifecycle event case. If selected, the
activity set will appear in the activity sets timeline on the
HR ticket page in both portal and mobile. This is a three-
part process. In addition to selecting the check box here,
you must also:
• Select Display activity sets to the subject person for the
lifecycle event type. See Configure a lifecycle event
for more information.
• Select Show case to subject person for the HR service
that the lifecycle event is associated with. See
Configure an HR service for more information.
Note: If not selected, the activity set will not appear

in the activity sets timeline. Any associated to-dos
assigned to the subject person will still appear on
the HR ticket page. However, to-dos that are not
assigned to the subject person will be hidden.
Audience The specific audience the activity set targets. Setting
an audience for an activity set allows you to create
activities within an activity set for a specific group of
people. If the audience field is empty, the activity set
applies to all employees.

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Field Description
You can also define an audience at the activity level.

The audience criteria for an activity set overrides the
audience criteria for an activity.
You can also use audience as a filter when using the Test
Activity Sets tool. For more information, see Using the Test
Activity Sets tool for a lifecycle event activity set.
Note: You can also define an audience at the

activity level. The audience criteria for an activity
set overrides the audience criteria for an activity.
5. In the Activity Set Trigger Condition section, set the trigger condition for the
activity set.
Trigger condition Description
Immediate Activity set triggers upon creation of the lifecycle event

case.
Date Activity set triggers before, on, or after the specified
date.
Note: If the date for the activity set is updated,

then the change will apply only to open HR cases
with active activity sets that have not yet triggered.
Trigger table Select an HR case or profile table.
Trigger field Select a date field.
Ignore empty Option to not trigger the activity
date set when the date field is empty.
If selected, the activity set will not
trigger when the date field does not
have a value.
Date offset type Select the date offset type:
• None
• Before
• After

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Date offset Provide an offset quantity. This field

quantity is available when Before or After is
selected from Date offset type.
Date offset units Provide a unit of measure of days,
weeks, or months. This field is
available when Before or After is
selected from Date offset type.
Other Activity Sets Activity set triggers after the completion of one or more
activity sets.
Activity set Select one or more activity sets that
dependencies must complete before the activity set
triggers.
Advanced Activity set triggers per the provided script.
Trigger script Provide a custom script to determine
when the activity set triggers.
There are two variables in the scripts:
• parentCase: Reference to parent

• hrTriggerUtil: Allows checking of
other activity sets or dates from
other types of triggers.
The Activity Set Launcher workflow
runs every four hours to verify these
conditions. See Lifecycle event
workflows.
Condition Activity set triggers per the specified conditions.
Note: When defining conditions like case sensitivity

or null values, see APIGlideFilter - Scoped, Global.
Condition table Select an HR case or HR profile table.
Condition Use the condition builder to define
the conditions that must be met for
the activity set to trigger.
Combination Activity set triggers based on a combination of a
specified date, other activity sets, and/or conditions.

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Combination Select when the activity set triggers:

type • And: Activity set triggers only when
all of the specified triggers are met.
• Or: Activity set triggers when any of
the specified triggers are met.
Date You can specify a date as part of the
combination trigger type.
Other Activity Sets You can select one or more activity
sets that must complete as part of
the combination trigger type.
Condition You can use the condition builder
to define the conditions that must
be met as part of the combination
trigger type.
Note:
Example: Advanced trigger script

• Trigger type = advanced.
• The new hire (Subject Person) has an assigned manager.
• The start date for the new hire has been reached (cannot be empty).
• Two specific activity sets have completed.

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Replace the sys_ids in the example with your activity set sys_ids. From your
activity set, click the Form Context Menu icon and select Copy sys_id.
Configure a lifecycle event activity

Create or modify a lifecycle event activity. Lifecycle event activities can be
approvals, employee tasks, fulfiller activities, notifications, flows, content, or
activity containers. Each activity must be associated with an owning group. If
the activity has a targeted audience, you can use audience records to define
the conditions or criteria that the subject person of a lifecycle event case must
meet for the activity to trigger on their behalf. Each activity is associated with a
single activity set.
Before you begin

Role required: sn_hr_le.activity_writer and membership in the owning group that
owns the activity.
Procedure
open a record.
3. Create a new or modify an existing activity.
• To create a new activity, click Add Activity.
• To modify an existing activity, hover over the activity and click Edit Activity.
4. On the Activity form, set the Activity type field to one of the following:
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• Approval
• Employee task
• Fulfiller activity
• Notification
• Flow
• Content
• Activity container
For each activity type, follow the applicable task.
For an approval
Configure a lifecycle event activity that is an approval. Approvals create a to-
do for the specified approvers to approve or reject.
Before you begin

owns the activity.
Procedure
1. On the Activity form, set the Activity type field to Approval.
Activity form
Field Description
Title Name of the lifecycle event activity.

Description Description of the lifecycle event activity.
Activity type Set the value to Approval.
Active Option to activate the activity for use.
Owning group Owning group that the activity is associated with.

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Field Description
Note:
• Owning groups control who owns a lifecycle
event activity. To learn more, see Configure an
owning group for a lifecycle event.
• To create, update, or delete an activity, you must
be both a member of the associated owning
group and have the sn_hr_le.activity_writer role.
Activity set Activity set that the activity is associated with.
Audience Defines whether the activity should trigger for the
lifecycle event case. You can apply one or more
audience records. The subject person of the lifecycle
event case must meet the conditions or criteria of all
audience records for the activity to trigger in the case.
If no audience record is selected, then the activity will
always trigger for the case.
You cannot set an audience for activity sets that have a
trigger type of Rescind.
Note: Audience records define the conditions or

criteria that a user must meet. To learn more, see
Configure an audience record.
3. In the Approvers related list, define the approvers for the lifecycle event
activity.
Field Description
Approver groups Groups to approve the activity.

Approver users Users to approve the activity.
Approvers from User from the lifecycle event case to approve the
case activity.
4. In the Approval Options related list, set how the activity is approved.

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Field Description
Wait for Select one of the following actions for when an approval
is completed:
Anyone to Only one person is required to
approve approve the HR activity.
Everyone to Everyone assigned to the HR activity
approve is required to approve it. If one
person rejects, the Assigned to
person receives a message with a link
to select a substitute approver.
First response from The first person to respond (approve
anyone or reject) to the activity determines
the state.
On rejection Select one of the following actions for when an approval
is rejected:
Allow resubmit of An HR agent can resubmit for
approvals: approval. The Assigned to person
receives a message on the case with
a link to resubmit approval requests.
All approvers are resubmitted the
approval request.
Close incomplete When the HR service is rejected,
change the State of the case or task
to Closed and Incomplete.
Missing any Select one of the following actions for when any
approver approver is missing:
Select When an approver is missing, the
replacements Assigned to person can select
a replacement. If the activity is
configured to have the Opened
for Manager to approve, but the
Opened for person has no manager
assigned, the activity has a missing
approver. If Select replacements is
selected in the Missing any approver
field, the Assigned to person receives

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Field Description
a message with a link to select a

substitute approver.
Skip missing Bypass any missing approver and
continue.
Close incomplete Change the state of the case or task
to Closed Incomplete when there is a
missing approver.
Missing all Select one of the following actions for when all approvers
approvers are missing:
Select When all approvers are missing,
replacements the Assigned to person can select
replacements. If the activity is
configured to have the Opened
for Manager to approve, but the
Opened for person has no manager
assigned, the activity has a missing
approver. If Select replacements is
selected in the Missing any approver
field, the Assigned to person receives
a message with a link to select a
substitute approver.
Close incomplete Change the state of the case or task
to Closed and Incomplete when all
approvers are missing.
For an employee task

Configure a lifecycle event activity that is a task for an employee. Employee
tasks are assigned to the subject person of the lifecycle event case.
Before you begin

owns the activity.
Procedure
1. On the Activity form, set the Activity type field to Employee.

1247
Activity form
Field Description

Activity type Set the value to Employee.
HR task template HR task template to use with the activity.
Note: An HR task template automatically

populates fields on the HR task form when the task is
generated. See Configure an HR task template for
more information.
Wait for Option to wait for the generated task to complete
generated task to before the activity closes. This field appears when you
complete select one of the following task types in the HR task
template form. If selected:
• HR Service: Completion of the HR task results in the
creation of an HR case. The HR case must complete in
order for the activity to close.
• Submit Catalog Item: Completion of the HR task
results in the creation of a request. The request must
complete in order for the activity to close.
• Submit Order Guide: Completion of the HR task results
in the creation of an IT request. The IT request must
complete in order for the activity to close.
Note:
• The condition for closure depends on the activity
type, and can be modified.
• If selected, the change applies only to new
lifecycle event cases. Activities in existing cases
will not wait for the generated task to complete
before the activity closes.

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Field Description
Note:
Use badge (If for the associated HR task template, the HR task type
from HR service value is HR service) Option to use the badge that is
configuration associated with the parent HR service.

information.

3. Click Save.
4. (If for the associated HR task template, the HR task type value is HR service,
Submit catalog item, or Submit order guide) In the Activity Field Mappings
section, you can map fields from the parent lifecycle event case to the

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appropriate variables on the child activity that is generated when the
employee activity is triggered.
Activity Field Mapping form
Field Description
Activity This field is automatically set to the name of the

associated lifecycle event activity.
Map from table Source table that the activity field is mapped from. This
field is automatically set to the name of the HR case
table that the parent lifecycle event case is associated
with.
Map from Map from type. Select one of the following:
Field Map from a field. In the Map from
field field, select the field in the
source table that the activity field is
mapped from.

data type of the field being
mapped from is the same
as the data type of the field
being mapped to.
Custom text Map from custom text. In the
Custom Text field, provide a string
value. Custom text can be static
or include variables that are
pulled from the source table. For
example, you can provide a short
description for an IT request, such
as, "Provide laptop for new hire:
${subject_person}."
Map to variable Variable that the activity field is mapped to.

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Field Description
Note: Make sure that the data type of the field

being mapped from is the same as the data type
of the field being mapped to.

5. Click Update.
For a fulfiller activity

Configure a lifecycle event activity that is for a fulfiller. Fulfiller activities are
assigned to an agent or fulfiller in a department such as HR, IT, or Facilities.
Before you begin

owns the activity.
Procedure
1. On the Activity form, set the Activity type field to Fulfiller.
Activity form
Field Description

Activity type Set the value to Fulfiller.
Fulfiller activity Select one of the following fulfiller activity types:
Note: You can control the different fulfiller activity

types that appear here. See Configure an activity
configuration for a lifecycle event for more
information.
Automated Order (Lifecycle Events for Enterprise only)
Guide An order guide fulfills the activity. In
the Order guide field, select the order
guide to use.

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Field Description
Note: An order guide submits a

single service catalog request
that generates several items.
See Order guides for more
information.
Catalog Item (Lifecycle Events for Enterprise only) A
catalog item fulfills the activity. In the
Catalog item field, select the catalog
item to use.
Note: A catalog item is a good

or service. See Service catalog
items for more information.
Flow A flow fulfills the activity. In the Flow
field, select the flow to use.
Note: A flow automates a

process with a sequence of
reusable actions. See Flow
designer for more information.
HR Service An HR service fulfills the activity. In the
HR service field, select the HR service
to use.
Note: HR services are the

requests and assistance an
HR organization provides its
employees. See HR services for
more information.
HR Task An HR task fulfills the activity. In the HR
task template field, select the HR task
template to use.
Note: An HR task template

automatically populates fields
on the HR task form when the
task is generated. See Configure
an HR task template for more
information.

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Field Description
Incident (Lifecycle Events for Enterprise only)

An incident fulfills the activity. In the
Template field, select the incident
template to use.
Note: An incident template

automatically populates fields
on the Incident form. See
Incident Management for more
information.
Use badge (If for the associated HR task template, the HR task type
from HR service value is HR service) Option to use the badge that is
configuration associated with the parent HR service.

information.
Note:

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Field Description


3. Click Save.
4. In the Activity Field Mappings section, you can map fields from the parent
lifecycle event case to the appropriate fields on the child activity that is
generated when the fulfiller activity is triggered.
Note: This section inherits any mappings from the associated fulfiller
activity type. You can use the default fulfiller activity type mappings as-is
or further modify them.
Field Description

with.
mapped from.

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Field Description

being mapped to.
${subject_person}."
Map to table Target table that the activity field is mapped to. This
field is automatically set to the name of the table that
the child activity is associated with.
Map to field Field in the target table that the activity field is mapped
to.


5. Click Update.
For a notification
Configure a lifecycle event activity that is a notification. Notifications automate
the sending of an email to the specified recipients.
Before you begin

owns the activity.

1255
Procedure
1. On the Activity form, set the Activity type field to Notification.
Activity form
Field Description

Activity type Set the value to Notification.
Email template Select an existing or create a new email template.
From Provide the name of the sender.
Note:

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Field Description

3. In the Recipients related list, define the notification recipients for the lifecycle
event activity.
Field Description
Recipient users Users to receive the email notification.

Recipient groups Groups to receive the email notification.
Users/Groups on User fields from the lifecycle event case to receive the
case email notification.
Flow activity parameters

Use flow activity parameters on a lifecycle event activity to automatically
populate values from a subflow within an activity.
You can configure subflows for a lifecycle event and pass the values for the
input parameters of the subflow within the activity.
Having the ability to call any subflow from a lifecycle event activity provides you
with a low code or no code configuration.
Calling subflows from a lifecycle event activity provides an enterprise-wide
workflow you can use to interact with third-party applications at a specific point
in a lifecycle event.
For more information, see Flows.
Use cases
You can use flow activity parameters for:
Offboarding
Subflow Parameters
Terminate employee in Workday. • Employee: Subject person

• End Date: Subject person HR
Profile.Employment End Date

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Onboarding
Subflow Parameters
Mark employee as a no show in • Employee: Subject person

Workday. (Employee accepted
an offer of employment, but at • Reason: Reason for no show
some point decided to back out of
agreement.)
Transition/Rehire
Subflow Parameters
Switch primary job • Employee: Subject person

• Job: Subject person job
For more information, see Subflows.
Map activity fields and input parameters

You can use fields from a table to map your activity field to an input parameter.
Or, you can map activity fields to an input parameter using a custom script.
For a flow
Configure a lifecycle event activity that uses a subflow.
Before you begin

owns the activity.
Procedure
1. On the Activity form, set the Activity type field to Flow.
Activity form
Field Description

Activity type Set the value to Flow.

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Field Description
Flow Subflow to use with the activity.
Important:
• Only the Switch primary job subflow that is used
to support multiple jobs in a lifecycle event is
available to use out-of-box.
• To use a different subflow with the activity,
additional configuration is required. See the
Implementing multiple subflows in an LE activity
[KB0817520 article in the HI Knowledge Base for
more information.

information.
Note:

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Field Description


3. Click Save. The Activity Field Mappings and Rescind activities tabs appear.
These fields pass from the subflow.
Configure activity field mapping

Use activity field mappings to map information from a field on a table, custom
text, or a custom script to a flow input from a subflow.
Before you begin

Role required: sn_hr_le.activity_writer
About this task

The activity field mappings pass fields from the subflow you selected when
configuring the lifecycle event activity.
Procedure
1. Navigate to Lifecycle Events > Manage Activities.
2. Select an activity that has Flow as the Activity type. For more information, see
For a flow.
3. Click the Activity Field Mappings tab.
4. Click an activity field mapping.
Activity Field Mapping
Field Description
Activity The activity you are creating field

mappings for.
Map from table The table you want to map values
from.
Map from How you want to map values from
the table you selected. Valid values
are:

1260
Field Description
• Field
• Custom Text
• Custom Script
Map from field The field from the table you selected
that you want to map your activity
field.
For example, you can select the
Activity [sn_hr_le_case] table and the
subject-person field from that table
to map to the User flow input.
Appears when you select Field from
the Map from field.
Custom text The text you want to map to your
activity field.
Appears when you select Custom
Text from the Map from field.
Script The script you want to map to your
activity field.
Appears when you select Custom
Script from the Map from field.
Map to flow input The input parameter from your
subflow that you are mapping from
a field from a table, custom text, or
custom script.
For more information, see For a flow.
Input mandatory Indicates if the input is required and
reflects the settings from the subflow
you selected.
For more information, see Subflows.
For content
Configure a lifecycle event activity to schedule content. This activity type
enables you to deliver relevant and tailored content to employees as part of the

1261
lifecycle event. For example, you can push company-related information or a
first day at work banner to new hires as part of their onboarding.
Before you begin

Role required: sn_cd.content_manager, sn_hr_le.activity_writer, and
membership in the owning group that owns the activity.
Procedure
1. On the Activity form, set the Activity type field to Content.
Activity form
Field Description

Activity type Set the value to Content.
Template Schedule content template to use with the activity.
Note: A schedule content template schedules and

delivers content to users as part of a lifecycle event.
See Configure a schedule content template for a
lifecycle event activity for more information.
Note:
audience records to target the content to the subject
person, opened for person, or a person working on the

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Field Description


3. In the Activity Field Mappings section, you can map fields from the parent
lifecycle event case to the appropriate fields on the content activity.
You can use the activity field mappings to define who the content is delivered
to, when the content is delivered, how long the content is available for, and
more.
Field Description

with.
mapped from.

being mapped to.

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Field Description

${subject_person}."
Map to table Target table that the activity field is mapped to. This
field is automatically set to the name of the table that
the child activity is associated with.
Map to field Field in the target table that the activity field is mapped
to.


For an activity container

Configure a lifecycle event activity that is a container for a group of activities.
This activity type enables you to manage the dependencies of activities within
an activity set. You can use activity containers to order activities, in parallel or
sequence, as well as configure multiple activity containers within an activity set.
Before you begin

owns the activity.
Procedure
1. On the Activity form, set the Activity type field to Activity container.

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Activity form
Field Description

Activity type Set the value to Activity container.
Note:

3. Right-click the former header and click Save.

The Member activities related list appears.
4. In the Member activities related list, create one or more member activities of
the following types:

1265
Note:
• Member activities inherit the audience of the activity container.
• Member activities trigger based on the order number assigned.
Activities with the same order number trigger at the same time.
• New member activities must be created for each activity container.
You cannot move existing activities into an activity container, nor can
you move member activities out of the container to use as standalone
activities.
• Member activities cannot be activity containers. You cannot place an
activity container inside another activity container.
• Approval
• Employee
• Fulfiller
• Notification
• Flow
• Content
Example
For example, this is an activity container to request a credit card. The activity
container has three member activities. The first is to approve the credit card
request, the second is to submit the request, and the third is to notify relevant
groups about the request.

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5. Click Update.
Moving an activity within an activity set

There are multiple ways you can move an activity within an activity set.
The different methods are:
• The drag-and-drop feature enables you to move an activity within an activity
set or to another activity set.
• Use the reorder pop-up on an activity and select where you want the activity
to reside.
• Edit the activity and select and save a new activity set or enter a new display
order number to reorder an activity within an activity set.
• You cannot reorder a request activity.
Note: Requests have a grey background around the request card for
easier identification.
• You cannot move an activity above a request activity.
• If you use the to move an activity to another activity set, by default it moves
it to the top position of the activity set below any request activities.

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Reorder a life cycle event activity
You can reorder an activity within an activity set for a lifecycle event using
different methods.
Before you begin

Procedure
2. Select a lifecycle event.
3. Select the Activity Sets tab.
4. Use the drag-and-drop method to select an activity with your mouse and hold
it and drag it to a different location within the same activity set or into another
activity set.
Note: The ordering numbers change automatically.

5. You can also move an activity within the same activity set using the Reorder
icon ( . Select the Reorder icon ( from an activity.
Note: If you use the Reorder icon to move an activity to another activity
set, by default it moves it to the top position of the activity set below any
request activities.
6. A reorder pop-up appears.

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7. Select a choice with your mouse and release.
Note: The ordering numbers change automatically.
8. Another way to edit an activity is to select the Edit Activity icon ( ) on an

activity. The activity appears in a separate window.

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9. Edit the Activity set and Display order fields to change the activity set the
activity belongs to and the order it appears.
Note: Requests cannot be reordered.

10. Select Update.
Configure the rescind process for a lifecycle event

Cancel and revert work done in a lifecycle event case with the rescind process.
Rescind activities can be defined to notify employees and departments when a
case is rescinded, trigger automated flows, and revert work already completed,
such as the provisioning of equipment or the setting up of a workplace.
Before you begin

About this task

The rescind process enables you to cancel and revert work done in a lifecycle
event case. For example, if a new hire decides not to join the company or a job
offer is revoked, you can revert work done in the onboarding case.

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Procedure
1. Enable the rescind activity set.
a. Navigate to Lifecycle Events > Administration > Manage Lifecycle Events,

and open a lifecycle event record.
b. Click the Activity Sets tab.
c. Click Enable Rescind.

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The rescind activity set displays on the right-hand side of the lifecycle event
builder.
Note: You cannot set an audience for activity sets that have a trigger
type of Rescind.
2. Add one or more rescind activities.
a. Click Add to add a rescind activity to the rescind activity set.
Field Description
Title Name of the rescind activity.

Description Description of the rescind activity.
Activity to rescind Name of the activity to rescind.
You can select any activity that is
associated with the same lifecycle
event type, with the exception
of activity containers (you can

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Field Description
select member activities) and other

rescind activities.
Activity type Activity type of the rescind activity.
Select one of the following activity
types:
• Approval
• Employee activity
• Fulfiller activity
• Notification
• Flow
• Content
• Activity container
Note: For this activity type,

there is no Activity to rescind
field at the container level.
When configuring the rescind
member activities, you can
select the corresponding
activity to rescind at the
member activity level.
Active Option to activate the rescind
activity for use.
Owning group Owning group that the rescind
Audience Defines whether the activity should
trigger for the lifecycle event
case. You can apply one or more
audience records. The subject
person of the lifecycle event case
must meet the conditions or criteria
of all audience records for the
activity to trigger in the case. If no
audience record is selected, then
the activity will always trigger for the
case.

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Field Description
Important: The rescind activity

automatically inherits the
audience of the underlying
activity to rescind. If you
clear or update the activity
to rescind, the audience is
also automatically cleared or
updated.
c. Repeat the process as needed.
Configure an HR service for a lifecycle event

Create a corresponding HR service so that the lifecycle event can be requested
for service. For example, the lifecycle event for New Hire Onboarding has a
corresponding HR service also named New Hire Onboarding. When an HR case
for that HR service is created, the HR case will be fulfilled by the associated
lifecycle event.
Before you begin

About this task

HR services are the requests and assistance an HR organization provides its
employees, and they are the starting point for HR case creation. You must
create an HR service for a lifecycle event so that it can be requested for service.
To learn more about HR services, including whether to make an HR service
available for internal use only or for employee self-service, see HR services.
Procedure
2. Click New.
3. On the HR Service form, provide the following field values.
Field Value
Fulfillment type Set the value to Lifecycle Event.

Lifecycle event type Select the lifecycle event you want to fulfill the HR
service.

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Field Value
COE Select the COE you want the HR service to be

categorized under.
Note: An HR service for a lifecycle event

can be associated with any HR Center of
Excellence (COE).
Example

For further details on the form fields, see Configure an HR service.
Using the Test Activity Sets tool for a lifecycle event activity set
Use the lifecycle event test tool to thoroughly test a lifecycle event before
launching it.
The lifecycle event test tool provides different views of a lifecycle event. The
different views available are:
• Use filters to show only applicable activity sets and activities for the subject
person. For example, you can select a subject person and preview what that
person will see and what tasks are assigned to them.
• You can use conditions like HR criteria to view what activity sets and activities
the selected people will see and what tasks are assigned to them.
• Each activity set and activity can be assigned to specific audiences. You can
view the activity sets and activities applicable to a specific audience.
• You can also view all activity sets and activities that are not applicable to an
audience.

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Note: When a user matches an activity but not an activity set, the activity
set and activity will still appear.
Inapplicable activities and sets

When using the lifecycle event test tool, you can show activities and
sets that are inapplicable for a subject person.
A subject person is considered inapplicable when they do not meet

the audience criteria for a specific activity or activity set.
Indeterminate activities and sets

When using the lifecycle event test tool, you can show activities and
sets that are indeterminate for a subject person.
A subject person is considered indeterminate when there is not

enough information to determine if the subject person is part of the
audience.
Preview and test a lifecycle event

Preview and test a lifecycle event for different audience types. You can preview
a lifecycle event to validate which activities will trigger or not for a particular
audience. You can then create a test lifecycle event case for different users
and select which activities to include or exclude in your test.
Before you begin

Procedure
open a record.
3. Click the Test icon to open the Test side panel.

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4. In the Test side panel, select a subject person for the lifecycle event test.
Note: To select a subject person based on the audience, click

Advanced Search to find and select a user based on the specified
conditions or criteria.
5. Click the Show inapplicable activities and sets button so it turns green if you
want to show all activities and activity sets that are not applicable for the
subject person. For more information, see Preview and test a lifecycle event.
6. Click the Show indeterminate activities and sets button so it turns green if you
want to show all activities and activity sets that cannot be determined for the
subject person. For more information, see Preview and test a lifecycle event.
7. Click Preview to preview the lifecycle event workflow.
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8. Click Test to create a lifecycle event case.
An HR case for the lifecycle event for the selected subject person is created.
Lifecycle Events employee requests

You can create and track requests that are opened by users from within
Lifecycle Events so that your users don't have to create a new HR case or
request. Requests from your users can be either an HR service or a catalog item.
If you have the sn_hr_le.admin or admin role, you can configure employee
requests from the Human Resources (HR) app. Your users can open requests in
the Employee Center from an activity set that is assigned to them.
Configure Lifecycle Events employee requests

Enable your managers and employees to open employee requests directly from
Lifecycle events so that they don't have to create a new HR case or request.
Before you begin

Role required: sn_hr_le.admin or admin
Procedure
2. To add employee requests to the event, open a Lifecycle Event and click the
Activity Sets tab.
3. Navigate to Add New > Employee Request.
Field Description
Title Title that appears in the Action list

menu in the HR case.
Description Details about the request.
Requester Person who has access to view and
make requests.
• Opened for: Person that the
Lifecycle Events case was opened
for.
• Subject person: Person that is
the subject of the LE case. (This

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Field Description
person may or may not be the

same person that the request was
opened for.)
Category Employee Requests category types.
• For the HR Service category type,
see HR services.
• For the Catalog Item category
type, see Service catalog items.
HR Service Requests and assistance that an HR
organization provides its employees.
Catalog Item Goods or services that are available
for requests.
Active Option that an employee or
manager can select to make the
request available.
Blocks activity set completion • When selected, the employee
request must be completed
before an activity set is marked as
completed.
• If unselected, the activity set
completes if all the underlying
activities are complete regardless
of whether the employee request is
fulfilled.
Activity Sets Sets of activities that the employee
request is available in.
Audience Specific groups of users that have
access to the employee request.
For more information about these
groups, see Audiences.
5. Click Submit.
Related information
Verify Lifecycle Events Employee requests configuration
Filter lifecycle event activities

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Verify Lifecycle Events Employee requests configuration
Use the Preview and Test capabilities to verify that the employee request activity
has been configured correctly.
Before you begin

Role required: sn_hr_le.admin or admin
About this task

Verify that the Employee request menu item for "Request Change in Start Date"
is available in an activity set.
This task requires that you download the demo data that is provided with the
Human Resources Scoped App: Lifecycle Events for Enterprise.
Procedure
1. Navigate to Application > Lifecycle Events > Administration > Manage
Lifecycle Events.
2. Click New Hire Onboarding (Demo), and open theActivity Sets tab.
Note: If you don't see this life-cycle event, download the demo data
provided with the Human Resources Scoped App: Lifecycle Events for
Enterprise.
3. Click the Test Activity Sets icon.
4. Click Preview then click Test.
Wait for the confirmation message "New Hire Onboarding (Demo) case
created..." to display.
Note: In preview mode, all employee requests appear regardless of

audience, Opened for, or Subject person settings. Employee requests for
the appropriate configuration appear in the completed test results.
5. Navigate to Self-Service > Employee Center and click To-dos.
6. Open the "New Hire Onboarding - administrator" activity set.
The "New Hire Onboarding - System Administrator" activity set link is below the
title of each of the To-dos.
7. Click Actions to view the available menu items.
Verify that the "Request Change in Start Date" menu item is available in the
activity set.
Note: Menu items are visible to different users depending on the

audience configuration for the request. In this example that uses demo
data, all users see the menu item.

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Create a Lifecycle Events Employee Request from the Employee Center
Enable your users to create common requests from Lifecycle Events so that
they don't have to create a new HR case or request. When your users open
a request, any related cases and tasks are automatically associated with the
parent event.
About this task

Note: This task is based on the demo data that is available with the Human
Resources Scoped App: Lifecycle Events for Enterprise. Download the HR
Scoped App demo data before completing this task.
Procedure
1. From your Employee Center home page, click To-dos.
2. Open the New Hire Onboarding request.
3. From the Actions list, click Request Standup Desk.
4. Click Order Now.
5. Complete the Order Confirmation, and click Checkout.
What to do next
Click Requests to view your request.
Note: The HR case or catalog request that was initiated from the employee
request is associated with the parent Lifecycle Events case. Agents can see
the status of the employee request from the Lifecycle event.
Clone a lifecycle event

Clone a lifecycle event and its associated activity sets and activities with the
lifecycle event builder.
Before you begin

Procedure
open a record.
2. Click Clone Lifecycle Event to clone the lifecycle event and all of its
associated activity sets and activities.

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Once complete, a message that the lifecycle event was successfully cloned
appears.
Filter lifecycle event activities

Filter lifecycle event activities by activity type, owning group, audience, and
rescind. You can also search for individual activities by name.
Before you begin

Procedure
open a record.
3. Click the Filter icon to open the Filters side panel.
4. In the Filters side panel, select filters from the list, or type an activity's tile in the
input field.
Lifecycle event properties

Lifecycle event properties control the behavior of lifecycle events. You can set
the duration of the activity set closure time in hours.
Before you begin


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Procedure
1. Navigate to Lifecycle Events > Properties.
2. Update the lifecycle event properties, as appropriate.
Lifecycle event properties form
sn_hr_le.All activity set Duration of the activity set closure time in hours. By
closure timer default, the time is set to four hours.
3. Click Save.
Support multiple jobs in a lifecycle event

Use the Jobs table to create lifecycle event cases where you can specify
which job the case pertains to. For example, say that you have an intern that
is being transferred to a full-time position. The intern has two associated job
records. When an onboarding case for the full-time position is created, the case
is associated with the full-time job record, ensuring that downstream activity sets
and activities are triggered based on information from that relevant job record.
Before you begin

About this task

Beginning in the New York release, you can use the new Jobs (sn_hr_core_job)
table to store multiple job records per user and capture the job history of users
within your organization. See Capturing multiple job records for a user for more
information.
Procedure
1. If you are using an integration to pull HR profiles from a third-party
system, configure your integration to pull jobs information into the Jobs
(sn_hr_core_job) table.
For details on how to configure a third-party integration with HR Service
Delivery, see Custom third-party HR management system integrations.
2. For HR case creation, associate the subject person's job to the HR case with
the subject_person_job field.
Example
For example, for the preconfigured New Hire Onboarding lifecycle event,
the Create HR Case if Start Date is Future business rule for the Jobs table
is configured to automatically create onboarding cases for users with a
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future job start date. When the rule creates the onboarding case, it uses the
subject_person_job field to specify which job the user is being onboarded for.
Note: If you use the Jobs table, make sure to disable the Create HR Case
if Start Date is Future business rule for the HR Profile table.
3. For the lifecycle event, make sure that the relevant activity sets are
triggered by the subject person's job by updating the Trigger field value to
subject_person_job.
Example
For example, the Day 1 activity set in the preconfigured New Hire Onboarding
lifecycle event is triggered by the subject person's job start date.
4. If you are not using a third-party integration and need to configure the switch
of a primary job, you can use the Switch primary job subflow to switch the
subject person's primary job through a lifecycle event activity.

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Example
For example, you can create a lifecycle event activity to switch the primary
job of the subject person from the old to the new job by setting the Activity
type value to Flow and the Flow value to Switch primary job.
Related information
hr_Utils - Global
hr_ActivitySet - Global
hr_ActivityUtils - Global
Configure the UI of the lifecycle event builder

Customize the appearance of the lifecycle event builder. You can change the
colors of the different activity types, as well as change the color and size of the
activity set columns.
Before you begin


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Procedure
1. Navigate to Lifecycle Events > Administration > LE UI Configuration.
2. To configure the activity type colors, enter the hex color or the name of the
color you want.
3. To configure the columns, you can define the colors and size (in pixels).
4. After making any edits, click Update.
Create an HR case for a lifecycle event

Create a lifecycle event case. A lifecycle event case is an HR case that
is fulfilled by a lifecycle event. For example, the HR service for New Hire
Onboarding is fulfilled by the lifecycle event for New Hire Onboarding.
Before you begin

A lifecycle event administrator must have built the lifecycle event and created
a corresponding HR service before you can create a case for that event. See
Building a lifecycle event for more information.
Role required: sn_hr_le.case_writer
Procedure
case for.
Note: You can search by employee name, partial employee name,

case number, or any indexed field on the HR Profile of the sys_user table.
3. On the HR case creation form, under the Case Details section, select the HR
service you are requesting for the employee.

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4. Click Create Case to create the HR case.
5. On the HR case form, fill in the fields on the form, as appropriate.
For further details on the form fields, see Work an HR case.
6. Click Ready for Work to change the state from Draft to Ready.
What to do next
After you create a lifecycle event case, you can track the case's progress and
monitor the status of the individual activity sets and activities.
The following GIF shows an example of an in-progress lifecycle event case.
Note: You can drill down from the lifecycle event case list view to monitor
the status of the individual activity sets and activities. You can also drill
down from the individual event case form.

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Monitor the status of a lifecycle event case
Monitor the status of a lifecycle event case with activity set execution contexts.
You can monitor the state of each activity set in a lifecycle event case. You can
further monitor the state of the individual activities. You can also report on the
activity set contexts table in conjunction with the HR case table.
Before you begin

Role required: sn_hr_le.activity_reader
Procedure
1. Navigate to Lifecycle Events > Lifecycle Events Cases.
Note: Alternatively, you can navigate to Lifecycle Events >

Administration > Execution Contexts to view all execution context
records.
2. Open a lifecycle event case.
3. Under the Related Links section, click Activity Set Execution.
4. From the Activity Set Contexts list, you can monitor the state of each activity
set in the lifecycle event case.

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Column Description
Activity set Activity set that is associated with the lifecycle

event case.
State Status of the activity set:
• Awaiting Trigger
• Running Activities
• Finished
• Error
Note: You can monitor the status of

individual activities by opening the activity
set context record.
HR case Lifecycle event case that is being monitored.
5. To further monitor the state of each activity within an activity set:
a. Click the preview button for the applicable activity set.

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b. On the Activity Set Context form, under the Activity Status section, you can
monitor the state of each activity within the activity set.
Resume a lifecycle event case

Resume a lifecycle event case after a workflow error or workflow timeout.
Before you begin

Procedure
1. Navigate to Lifecycle Events > Lifecycle Events Cases, and open the lifecycle
event case that errored.
2. Identify and fix the error.
Tip: Navigate to the Comments and Work Notes section in the case to
view the work note on why the workflow failed.

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3. Click Resume to resume the case.
The lifecycle event case resumes from where it was errored out.
Important: You cannot resume the case if it was in Closed Complete,

Closed Incomplete, or Cancelled state.
Lifecycle event dashboards

Use lifecycle event dashboards to gain visibility into active lifecycle event and
onboarding cases.
There are two dashboards available with the Human Resources Scoped App:
Lifecycle Events (com.sn_hr_lifecycle_events) plugin:
• Active Lifecycle Event Cases
• Active Onboarding Cases
The following dashboard requires the Performance Analytics - Content Pack -

Human Resources Lifecycle Events Scoped App [com.sn_hr_lifecycle_pa] plugin.
• Onboarding Executive View
Active Lifecycle Event Cases
• The Active Lifecycle Event Cases dashboard provides a list of

all active life-cycle events or onboarding cases with the subject
person, state, assigned to, and opened for information. You drill
into each case using this dashboard.
• It also provides charts for active and overdue tasks.
Active Onboarding Cases
• The Active Onboarding Cases 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.
Onboarding Executive view

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• Provides management a review of onboarding new hires and
areas in the process that can be improved.
• The Overview tab shows a recap of new hire onboarding cases.
Data on the number of onboarding cases that have not yet
started, in various stages, and overdue activities appear.
• The Activity Analysis tab shows bottlenecks in the onboarding
process. Details on each activity set per week by fulfiller or
employee. The time it takes to close activities and overdue
activities by fulfiller and employee also appears.
• The New Hire Experience tab shows the results of the new hire
survey that helps measure the new hire experience. Information
on employees leaving within a year also appears.
See . Performance Analytics
Business roles
Business roles enable you to automatically provision applications to employees
through licensed identity provider (IDP) services. If you are subscribed to HR
Service Delivery, preconfigured integrations for select systems may be available
to use.
Preconfigured integrations for new hire onboarding

The following integrations are available to use with new hire onboarding. These
integrations require subscriptions to the relevant spoke in IntegrationHub, as
well as the Human Resources Scoped App: Lifecycle Events for Enterprise
plugin.
• Okta integration for new hire onboarding

• Microsoft Azure AD integration for new hire onboarding
The Business Roles [com.snc.businessroles] plugin is automatically activated
with the Human Resources Scoped App: Lifecycle Events for Enterprise

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Configure a business role
Create or modify a business role. Modeled after the organizational hierarchy
for applications access, business roles enable you to provision applications to
your employees. Depending on their job function, employees need different
applications to perform their work. For example, the applications that a product
designer requires differs from that of a software engineer. Each business role
is mapped to one or more groups, and you can create default business roles
and parent-child hierarchies to provision applications based on job function,
geography, and so on.
Before you begin

Role required: sn_businessroles.writer
Procedure
1. Navigate to Business Roles > Business Roles.
Business Role form
Field Description
Name Name of the business role.

Parent business role Other business roles of which this business role
is a member. If the business role has a parent,
then the child inherits all the applications that are
provisioned to the parent.
For example, say you have a parent business role
called All Employees that provisions applications A
and B, and a child business role called Marketing
that provisions applications C, D, and E. When a
new hire is assigned the Marketing business role,
that user is provisioned applications A through E.
Short description Description of the business role.
Default Option to set this record as a default business
rule. If selected, the business role is automatically
assigned to all new hires that meet the audience
criteria for that record.

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Field Description
For example, a default business role called Active

Users can be used to provision basic applications
that users across your entire organization require.
Audience Defines the conditions or criteria that the new hire
must meet for the hiring manager to be able to
assign the business role on their behalf.
For example, you can use audience records so
that one business role is only available for on-site
workers and another business role is only available
for remote workers.
For details on how to configure an audience
record, see Audiences.
Active Option to activate the business role for use.

5. If you are integrating with the Okta service, map the business role to one or
more Okta groups.
a. In the Map to Okta groups related list, click Edit.
b. From the list of available Okta groups on the left, move the groups that you
want mapped to the business role to the list on the right.
Important: If an Okta group is deleted from within the Okta system,

that change will not be reflected in your instance. You must manually
delete the record by navigating to Okta Spoke > Okta groups, as well
as remove it from any business role mappings.
c. Click Save.
6. If you are integrating with the Microsoft Azure AD service, map the business
role to one or more groups.
a. In the Group related list, click Edit
b. From the list of available groups on the left, move the groups that you want
mapped to the business role to the list on the right.

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Important: If a group is deleted from within the Microsoft Azure AD
system, that change will not be reflected in your instance. You must
manually delete the record by navigating to Directory Sync > Groups,
as well as remove it from any business role mappings.
c. Click Save.
7. Click Update.
Update the assign_business_roles_catalog system property

The assign_business_roles_catalog system property enables you to assign
business roles to users through a catalog item as part of a lifecycle event, and
is included with the Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent]
plugin. If you are using a custom catalog item with your lifecycle event, you
must update the system property with the sys id of that item.
Before you begin

Copy the sys id of the catalog item that you want to use to assign business roles
as part of a lifecycle event.
Role required: sn_hr_le_ent.admin
Procedure
1. In the navigation filter, enter sys_properties.list.
The System Properties list is displayed.
2. Open the sn_hr_le_ent.assign_business_roles_catalog record.
3. In the Value field, add the sys id of the catalog item that will be used to assign
business roles as part of a lifecycle event.
Note: The default value is the sys id of the Assign business roles to new
hire catalog item that is included as part of the demo data for the
lifecycle event for new hire onboarding.

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4. Click Update.
Okta integration for new hire onboarding

Automatically provision relevant applications for new hires as part of the
onboarding process with the Okta integration. This integration requires the Okta
spoke v1.1.1 in IntegrationHub, and is configured to work with the lifecycle
event for new hire onboarding that is included as demo data with the Human
Resources Scoped App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent]
plugin.
Setting up the Okta integration

To set up the Okta integration for new hire onboarding, you must first set up
the Okta spoke v1.1.1, next fetch the Okta groups into your instance, and last
configure the relevant business roles. For details on how to set up the integration,
see Set up the Okta integration for new hire onboarding.
Using the Okta integration with new hire onboarding

Once the integration is set up, you can use it with new hire onboarding. The
following components are included in the demo data for your use and example.
plugin.
Component Name
Lifecycle event activity Account and Application Access (in the Day One
activity set)
HR task template Groups Assignment for New Hires

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Component Name
Catalog item Assign business roles to new hire
How the application provisioning works

The application provisioning process works as follows. When an onboarding case
is created, the hiring manager receives a task to assign business roles for the
new hire. Once assigned, IT then receives a request to supervise the provisioning
of those applications. When the provisioning is complete, the new hire should
see their applications in the Okta service.
Important: New hires must have a user record in the Okta system in order
for their applications to be provisioned to them.

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Set up the Okta integration for new hire onboarding
To set up the Okta integration for new hire onboarding, you must first set up
the Okta spoke v1.1.1, next fetch the Okta groups into your instance, and last
configure the required business roles.
Before you begin

This integration requires subscriptions to the following:
• Okta spoke v1.1.1
[com.sn_hr_lifecycle_ent] plugin
data with this plugin.
Procedure
1. Set up the Okta spoke v1.1.1.
For instructions on how to set up the spoke, see Set up Okta spoke v1.1.1.
2. Fetch the Okta groups into your instance.
For instructions on how to fetch the groups, see Fetch Okta groups.
Important: If an Okta group is deleted from within the Okta system,

that change will not be reflected in your instance. You must manually
delete the record by navigating to Okta Spoke > Okta groups, as well as
remove it from any business role mappings.
3. Configure the required business roles.
Note: The Business Roles [com.snc.businessroles] plugin is automatically

activated with the Human Resources Scoped App: Lifecycle Events for
Enterprise [com.sn_hr_lifecycle_ent] plugin.
For instructions on how to configure the business roles and map them to the
relevant groups, see Configure a business role.
Microsoft Azure AD integration for new hire onboarding

onboarding process with the Microsoft Azure AD integration. This integration
requires the Microsoft Azure AD spoke in IntegrationHub, and is configured to
work with the lifecycle event for new hire onboarding that is included as demo

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data with the Human Resources Scoped App: Lifecycle Events for Enterprise
Setting up the Microsoft Azure AD integration

To set up the Microsoft Azure AD integration for new hire onboarding, you must
first set up the Microsoft Azure AD spoke, next configure the remote directory
sync to fetch the groups into your instance, and last configure the relevant
business roles. For details on how to set up the integration, see Set up the
Microsoft Azure AD integration for new hire onboarding.
Using the Microsoft Azure AD integration with new hire onboarding

Once the integration is set up, you can use the it with new hire onboarding. The
plugin.
Component Name
Lifecycle event activity Account and Application Access (in the Day One
activity set)
HR task template Groups Assignment for New Hires
Catalog item Assign business roles to new hire

is created, the hiring manager receives a task to assign business roles for the
new hire. Once assigned, IT then receives a request to supervise the provisioning
of those applications. When the provisioning is complete, the new hire should
see their applications in the Microsoft Azure AD service.
Important: New hires must have a user record in the Microsoft Azure AD
system in order for their applications to be provisioned to them.

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Set up the Microsoft Azure AD integration for new hire onboarding
To set up the Microsoft Azure AD integration for new hire onboarding, you must
first set up the Microsoft Azure AD spoke, next configure the remote directory
sync to fetch the groups into your instance, and last configure the required
business roles.
Before you begin

This integration requires subscriptions to the following:
• Microsoft Azure AD spoke
[com.sn_hr_lifecycle_ent] plugin
data with this plugin.

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Procedure
1. Set up the Microsoft Azure AD spoke.
For instructions on how to set up the spoke, see Set up Microsoft Azure AD
spoke.
2. Configure the remote directory sync to fetch the groups into your instance.
Note: The Remote Directory Sync [com.snc.remote_directory_sync]

plugin is automatically activated with the Human Resources Scoped
App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] plugin.
a. Navigate to Directory Sync > Integrations.
b. Click New.
c. Fill in the fields on the form.
Directory Integrations form
Field Description
Display name Display name for the integration.

Connection & Credential Set the value to
sn_azure_ad_spoke.AzureAD.
Directory provider Set the value to Microsoft Azure AD.
d. Right-click the form header and click Submit.
e. Click Publish to publish the record.
Publication triggers the fetching of groups into your instance so that you can
assign them to different users. Groups are fetched on a scheduled basis. You
can view the fetched groups by navigating to Directory Sync > Groups.
3. Configure the required business roles.
Note: The Business Roles [com.snc.businessroles] plugin is automatically

activated with the Human Resources Scoped App: Lifecycle Events for
Enterprise [com.sn_hr_lifecycle_ent] plugin.
For instructions on how to configure the business roles and map them to the
relevant groups, see Configure a business role.
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Sailpoint integration for new hire onboarding
onboarding process with the Sailpoint integration. This integration requires the
Sailpoint IdentityIQ for Service Catalog v2 app from the ServiceNow Store, and
is configured to work with the lifecycle event for new hire onboarding that is
included as demo data with the Human Resources Scoped App: Lifecycle
Events for Enterprise [com.sn_hr_lifecycle_ent] plugin.
Setting up the Sailpoint integration

To set up the Sailpoint integration for new hire onboarding, you must install the
Sailpoint IdentityIQ for Service Catalog v2 app from the ServiceNow Store. For
the installation guide and further information, see SailPoint IdentityIQ for Service
Catalog v2.
Note: Make sure to use version 2.0.10 or later.
Using the Sailpoint integration with new hire onboarding

Once the integration is set up, you can use it with new hire onboarding. The
plugin.
Component Name
Lifecycle event activity Account and Application Access in Sailpoint (in the
Day One activity set)
HR task template Assign Roles in Sailpoint

is created, the hiring manager receives a task to assign roles and entitlements
for the new hire. The hiring manager must then manually complete the task.
Once assigned, IT then receives a request to supervise the provisioning of those
applications. When the provisioning is complete, the new hire should see their
applications in the Sailpoint service.
Important: New hires must have a user record in the Sailpoint system in
order for their applications to be provisioned to them.

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Listening Posts
®
With ServiceNow Listening Posts, you can create simple pulse surveys to
capture employee touch points and gain insights from employee feedback.
Create short surveys
Set up a short pulse survey based on your business objective or
goal. Gather feedback in moments that help to improve employee
experience and HR Service Delivery.
Deliver pulse surveys
Deliver pulse surveys from Listening Posts or Content Automation or
Content Delivery applications.
Notify users
Send notifications to users when a pulse survey is assigned.
Secure responses

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Create response sharing rules by defining groups with which pulse
survey responses are shared.
Keep respondent details anonymous.
Gain pulse insights
• Visualize pulse survey metrics to understand overall employee

experience.
• Gain insights based on country, department, and other
parameters.
• View average scores, trends, response rates, and summary of
responses for surveys under a theme.
• Identify problem areas by drilling down to survey questions with
lower scores.
Activating the application

You can activate the Listening Posts (sn_lp) plugin from ServiceNow Store. Note
that this application is available with HR Enterprise packages.

release notes.
Components installed with Listening Posts

Several types of components are installed with activation of the Listening Posts
(sn_lp) plugin, including tables, user roles, and scheduled jobs.
Roles installed
Listening Posts Admin Can create, read, and • sn_lp.manager

[sn_lp.admin] delete all records in
Listening Posts.
Creator • Can create pulse surveys. • survey_admin
[sn_lp.creator] • Can access the • sn_lp.dashboard_view
dashboard view.

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Manager • Can create pulse surveys. • sn_lp.creator

[sn_lp.manager] • Can access the
dashboard view.
Dashboard viewer Can access the dashboard
[sn_lp.dashboard_view] view.
Content • Creates pulse surveys for campaigns that are in published

Automation: state with Content Type Pulse Survey.
Create LP
Pulse survey • The scheduled job verifies if the Re-evaluate campaign
check box is enabled. Based on Re-evaluate frequency, the
scheduled job creates or cancels instances for the users who
are added or removed from the campaign.
Note: When you refine the audience in a campaign,

the intersection of the users at campaign and campaign
content level are considered for delivering pulse surveys.
Listening • Creates instances for surveys that are in published state. If the
Posts: end date of a survey has passed, the schedule job changes
Create the state of the pulse survey to Closed.
Group Pulse
Instance • Creates instances for surveys that are in ready state. If the
start date of a pulse survey has passed, the scheduled job
creates instances for that pulse survey. If the end date of a
pulse survey has passed, the schedule job changes the state
of the pulse survey to Closed.
Tables installed
Table Description
Pulse Content Store records of Content Type Pulse

[sn_lp_cd_pulse_survey_content] Survey.
Pulse Content Question Links questions to Pulse content.

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Table Description
[sn_lp_m2m_pulse_content_question]
Pulse Survey Stores details of pulse surveys.
[sn_lp_pulse_survey]
Pulse Theme Store details of themes. Theme is a
[sn_lp_pulse_theme] group of pulse surveys.
Response Sharing Rule Stores details of response sharing rules.

[sn_lp_response_sharing_rule] A response sharing rule defines groups
with which pulse survey responses are
shared.
User Demographic Stores user profile data along with the
[sn_lp_user_demographic] user response for a pulse question.
Create a question bank in Listening Posts

Create a repository of questions to use in pulse survey.
Before you begin

Role required: sn_lp.creator
Procedure
1. Navigate to Listening Posts > Pulse Question bank.
2. Click New.
Pulse Survey Question Bank form
Field Description
Name Suitable name for the question bank.

Description Description for the question bank.
4. In the Questions related list, click New to add questions to the question bank.
For more information, see Create a pulse question in Listening Posts.
Create a pulse question in Listening Posts

Create a question in a pulse survey or add a question to pulse question bank.

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Before you begin
Procedure
1. Navigate to Listening Posts > Pulse Question Bank.
2. In the Questions related list, click New.
Note: You can also open a pulse survey and directly add questions to
the pulse survey by clicking New.
Pulse Survey Question form
Field Description
Name Name of the question.

Question Description of the question.
Type Name of the pulse survey.
Rating Format in which the rating is provided for questions asked in a
option pulse survey. For example, Star or Number.
Description Description to appear when a user points to a question in the
pulse survey.
Order Order in which you want to place the question in the survey.
For example, a question with a lesser order is placed first in the
survey.
Allow Option to provide a text box in the survey for the user to enter
additional more details.
information
Active Option to indicate that the question is used for assessments
and metric calculations.
Mandatory Option to indicate that the question is mandatory and must
be answered by the survey recipient.
4. Click Submit.
Create a pulse theme in Listening Posts

Theme is a group of pulse surveys with a common purpose. For example,
onboarding an employee can be a theme, and Day 1, Week 1 can be a pulse
survey.
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Before you begin
Procedure
1. Navigate to Listening Posts > Pulse Theme.
2. Click New.
Pulse Theme form
Field Description
Name Suitable name for the theme.

Type Type of the theme:
• Group pulse: The audience, start
date, and end date of the theme
are fixed.
• Employee lifecycle: The audience,
start date, and end date of the
theme vary based on criteria.
Note: Employee lifecycle

is assigned to audience
depending on the configured
lifecycle event.
Description Additional description for the theme.
Active Option to indicate that the theme is
active and available for use.
Filters Filters that appear in Pulse Dashboard
to refine employee responses.
Note: Department, Country,

and Title are the default filters.
4. Click Submit.

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What to do next
• View the list of pulse surveys under a theme in the Pulse Surveys related list. To
create a pulse survey under a theme, see Create a pulse survey in Listening
Posts.
• Add reports and specify order in which you want the reports associated to the
theme to be displayed in Pulse Dashboard. To add a report under a theme,
Add a pulse report in Listening Posts.
• View the list of response sharing rules in the Response Sharing Rules related
list. To create a response sharing rule, see Create a response sharing rule in
Listening Posts.
Add a pulse report in Listening Posts

Capture more demographics and have relevant breakdown by adding more
reports within a theme. Add a report by specifying an order in which the report
must appear in the Pulse Dashboard.
Before you begin

Procedure
2. In the Reports related list, click New.
Reports form
Field Description
Report Report that must appear in Pulse

Dashboard.
Order Order in which the report must
appear in the Pulse Dashboard. A
report with a lesser order appears
first.
Theme Theme to which the report belongs.
4. Click Submit.

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Create a response sharing rule in Listening Posts
Create response sharing rules defining groups with which pulse survey responses
are shared.
Before you begin

Procedure
2. In the Response Sharing Rules related list, click New.
Response Sharing Rule form
Field Description
Name Suitable name for the response

sharing rule.
Description Description of the response sharing
rule.
Demographic Condition Only user responses that satisfy this
condition are displayed to the viewer
on Pulse Dashboard.
User criteria User groups with which you want to
share the pulse survey responses.
Note:
• Only the Users and Groups
fields are applicable in user
criteria for response sharing
rules in pulse survey.
• The Advanced field option is
not honoured.
• If user criteria is empty, no
notifications are sent.
4. Click Submit.

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Create a pulse survey in Listening Posts
Create a pulse survey under a theme. Publish the survey to enable users to
receive and complete the survey.
Before you begin

Procedure
1. Navigate to Listening Posts > Pulse Survey.
2. Click New.
Pulse Survey form
Field Description
Name Suitable name for the pulse survey.

Theme Theme to which you want to
associate the pulse survey.
Add Audience Option to add users who receive the
pulse survey instances.
Note: This field appears only

when the Content Delivery
plugin is installed.
Audience Users with whom you want to share
the pulse survey instances.
Note:
• This field appears only
when you enable the Add
Audience check box.
• You can add audience for
a survey using the Audience
field or the Survey Recipients
List related list. When you add
users in both the Audience
field and Survey recipients List,
a union of those users receive
pulse survey instances.

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Field Description
Send notifications Option to notify users when a survey is

assigned to them.
Send Mobile notifications Option to send notifications on
mobile application.
Virtual Agent notifications Option to send actionable
notifications via Virtual Agent.
Description Additional information about the
pulse survey.
Active Option for indicating that the pulse
survey is active and available for use.
State Current state of the pulse survey.
• Draft: State of the pulse survey
when created.
• Ready: State of the pulse survey
before instances are created by
the scheduled job.
• Published: State after the survey
instance is available to audience.
• Closed: State after the end date
of the pulse survey. The survey is
automatically set to Closed state
after its end date.
Auto-initiate conditions Option to set up conditions to trigger
feedback surveys.
Note: This option appears

only for a pulse survey that is
associated to a theme of type
Employee lifecycle.
Start date Date starting which the pulse survey
instances are sent to users.
End date Date until which the pulse survey
instances are available for the users
to respond.
4. Click Submit.

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5. In the Questions related list:
• To add a question to the content, click New. For more information, see
Create a pulse question in Listening Posts.
• To add a question from the Question Bank, click From Question Bank.
6. To create another copy of the survey, click Copy.
7. Click Publish.
Note: You must publish a survey to enable users to receive and

complete survey instances. After you publish a survey, you will no longer
be able to edit it.
8. To publish survey instances immediately without having to run a scheduled
job, click Publish immediately.
Note: This option appears only for a survey that is associated to a theme
of type Group pulse; the start date must be today or in the past, and
there must be atleast a day difference between the start date and the
end date.
9. To cancel a published survey, click Cancel. The pulse survey is closed. All
the pulse survey instances which are yet to be taken are canceled, and
completed instances remain unaffected.
What to do next
• In the Questions related list, click New to directly add questions to the pulse
survey, or click From Question Bank to add questions from the Question bank.
• In the Pulse Users related list, view the final lists of users to whom the pulse
survey instances are sent. This related list is displayed only after a pulse survey is
published and instances are available to users.
• In the Survey Recipients List related list, add recipients to whom you want to
send the survey instances.
• In the Feedback initiators related list, click New to initiate feedback surveys
based on trigger conditions. See Auto-initiate pulse survey.
Auto-initiate pulse survey

Apply trigger conditions for sending surveys to measure satisfaction with a recent
experience, such as closing an HR task that is initiated from a life cycle event.
Before you begin


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Procedure
1. Navigate to Listening Posts > Pulse Survey.
2. Select a survey.
3. Enable the Auto-initiate conditions option to set up conditions to initiate
feedback surveys on completion of a task.
Note: This option appears only if the survey is associated to a theme of

type Employee lifecycle.
4. In the Feedback Initiators related list, click New.
Note: Feedback Initiators work only for HR tasks in Listening Posts V3.
Trigger Condition form
Field Description
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 HR task closes, select the HR task [sn_hr_core_task]
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.
Active Check box that determines whether this trigger condition is
active (selected).
Trigger Check box that determines whether to send the survey to the
randomly 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.
Description Summary information to identify the trigger condition.

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Field Description
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 HR
task closes, create the condition [State] [is] [Closed].
5. Click Submit.
Use the Pulse Dashboard in Listening Posts

Visualize pulse survey metrics to understand overall employee experience.
Before you begin

Role required: sn_lp.dashboard_view
About this task

• Gain insights based on location, department, and other parameters.
• View average scores, trends, response rates, and summary of user responses
for surveys under a theme.
• Identify problem areas by drilling down to survey questions with lower scores.
Procedure
1. Navigate to Listening Posts > Pulse Dashboard.
2. In the Global filters section:
a. In the Theme field, select a theme for which you want to view user
responses.
b. In the Surveys field, select the survey in the theme for want to view user
responses.
c. In the Start Date field, specify the date from which you want to view the
data of pulse surveys.
Note: For a survey under the theme type Group Pulse, Start Date
corresponds to the start date of pulse survey. For a survey under the
theme type Employee Lifecycle, Start Date corresponds to the date
starting which instances are created.
d. In the End Date field, specify the date until which you want to view the data
of pulse surveys.

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Note: For a survey under the theme type Group Pulse, End Date
corresponds to the surveys whose start date falls before the selected
end date. For a survey under the theme type Employee Lifecycle, End
Date corresponds to date until which the instances are created.
e. To enable canceled surveys in reporting, select Include cancelled surveys.
3. In the Overall Score section, view the aggregate scores of all surveys under a
given theme.
4. In the Overall Summary tab, you can do the following tasks:
a. View the aggregated user response scores to which you have access in
Viewable Score.
b. View average aggregate scores broken down by user demographics. For
example, view Average scores by Country, Average scores by Department,
Average scores by Title , Average Score by HR Task Type and Average Score
by HR Service.
Note: Average Score by HR Task Type and Average Score by HR

Service reports appear only when you select HR task in Task type
filter. HR task in Task type filter functions when a survey uses feedback
initiators to trigger a pulse survey, post completion of an HR task only.
c. Drill down to data of any department or country by applying filters in the
Filters section.
Note: You must have the case_reader role to select the HR Task in Task
type filter.
5. In the Trend History tab, view the average scores trending (quarterly/
yearly) for a survey selected under a theme. Drill down to data of a specific
department or country by applying filters in the Filters section.
6. In the Response Details tab, view the response rates and average scores for all
pulse surveys under a theme.
Create pulse survey as content

Use the Content Type Pulse Survey to create pulse surveys that can be delivered
through ServiceNow Content Delivery or Content Automation.
Before you begin

Role required: sn_lp.creator, sn_cd.content_manager,
sn_ca.campaign_manager

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Procedure
1. Navigate to Content Delivery > Pulse Content.
2. Click New.
Survey Content form
Field Description
Title Suitable name for the pulse content.

Theme Theme with which you want to
associate the pulse content.
Note: Only the themes of type

Group Pulse can be selected in
the pulse content.
Active Option to indicate that the pulse
content is active and available for
use.
4. Click Submit.
5. In the Questions related list:
• To add a question to content, click New. For more information, see Create a
pulse question in Listening Posts.
• To add a question from Question Bank, click From Question Bank.
Delivering pulse surveys

Deliver pulse surveys to employees using various applications such as Listening
Posts, Content Automation, and Content Delivery.
Using Listening posts

After you create pulse surveys in the Listening Posts application and
define the required pulse surveys fields such as Start date and End
date, the Listening Posts: Create Group Pulse Instance schedule job:

1317
• selects all pulse surveys that are in Published state and creates
survey instances. If the end date of a survey has passed, the
survey is automatically moved to Closed state.
• selects all pulse surveys that are in Ready state. If the start date of
a pulse survey has passed, the scheduled job creates instances
for that pulse survey. If the end date of a pulse survey has passed,
the schedule job changes the state of the pulse survey to Closed.
Using Content Automation

After you create content of type Pulse Content in Content
Automation, use campaigns to create pulse instances. For more
information, see Deliver pulse content using campaigns.
Using Content Delivery
After you create content of type Pulse Content in Content Delivery,
use schedule content to create pulse instances. For information
on how to create a schedule content, see Schedule the delivery
for contentScheduling the delivery of content. The Listening Posts:
Create Group Pulse Instance schedule job considers the availability
state date of the schedule content and creates instances for
published surveys.
Deliver pulse content using campaigns

After you create content of type Pulse Content in Content Automation, use
campaigns to create pulse instances.
Before you begin

Role required: sn_ca.campaign_manager
Procedure
1. Create a campaignCreate a campaign.
2. Create a campaign bundle of a trigger type Fixed Date or To dos completion.
For more information, see Create a campaign bundleCreate campaign
stages
3. Create content of type Pulse Content.
For more information, see Create pulse survey as content.
4. Add the Content Type Pulse Content to the campaign bundle.
5. After completing all parts of a campaign, click the Publish button.
The schedule job Content Automation: Create LP Pulse survey creates pulse
surveys for campaigns that are in published state with Content Type Pulse

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Content. The scheduled job verifies if the Re-evaluate campaign check box
is enabled. Depending on the re-evaluation frequency, the scheduled job
creates or cancels pulse survey instances for the users who are added or
removed from the campaign.
Listening Posts integration with Virtual Agent

Enable an employee to complete a pulse survey from other communication
channels such as Virtual Agent, Slack, Microsoft teams, and chat web client in
Employee Center.
Listening Posts integrates with Virtual Agent to deliver pulse survey as an
actionable notification on Virtual Agent. Integration with Virtual Agent allows
integrating with other communication applications, such as Slack and Microsoft
teams.
For sending pulse survey notifications on Virtual Agent, the Virtual Agent
notifications option must be enabled while creating the pulse survey in Listening
Posts. Once the pulse survey is published, an actionable pulse survey notification
is automatically sent to all pulse survey users on Virtual Agent. The actionable
pulse survey notification is also displayed in chat web client in Employee Center.
For sending pulse survey notifications on Slack and Microsoft Teams, ensure that
notifications are enabled on Slack and Microsoft Teams. For more details, see
Virtual Agent integration with messaging apps.
Listening Posts integration with User Experience Analytics

Listening Posts integration with User Experience Analytics provides an
interpretation of an employee's journey on the Listening Posts survey widgets. It
provides an implicit insight on employee behaviors and their response to pulse
surveys.
To start using Listening Posts with User Experience Analytics, you must activate
the Listening Posts [sn_lp], User Experience Analytics [com.glide.appsee], and
Service Portal Analytics plugin [com.glide.service-portal.analytics] plugins.
Evaluate Listening Posts surveys using events in User Experience

Analytics dashboard
As a pulse administrator, you can evaluate the successful or unsuccessful
attempts of an employee in taking the Listening Posts My Survey and Listening
Posts Take Survey using the Successful submissions at survey response and
Unsuccessful attempts at survey response events. For example, understanding
the average time taken by an employee to respond to a survey, or the number
of resignations in the survey process could be used to improve the design of

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future surveys or indicate whether more encouragement is needed to increase
employee participation.
For more information about the details that are displayed for these events,
see Events related to the Listening Posts surveys on User Experience Analytics
dashboard.
Widgets for Listening Posts

Pre-configured widgets help to display a pulse survey that is raised from Listening
Posts onto Employee Center.
Pre-configured widgets
Name Description
Listening Posts My Survey Displays a pulse survey as a widget on

Employee Center.
Listening Posts Take Survey Displays the pulse survey page with
pulse questions on Employee Center.
Listening Posts Survey List Displays all pulse surveys assigned to
user in a list view on Employee Center.
Listening Posts Feedback Bucket Contains the fly out notifications that
are received after task completion on
Employee Center.
Listening Posts Feedback Collection Displays the pulse survey fly out
notifications after task completion
on Employee Center. This fly out
notification remains for 10 seconds on
the screen.
Listening Posts Popup Survey Displays the survey to the user in a
modal after a user clicks the Give
feedback button on the fly out
notification on Employee Center.
For more information on these widgets, navigate to Service Portal > Widgets.
Additional configuration to display pulse survey widgets on

Employee Center
• Update the Employee Center plugin to 22.0.* version.
• Allow Restricted Caller Access to be created under the Listening Posts
application.

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• Deactivate the record Use Standard Ticket (sys_id:
ed1cbb15738200105788e1e54cf6a760) in Page Route Maps to get the
notifications on the My Requests page.
Note:
◦ Only the HR ticket page [hrm_ticket_page] is supported and not the
Standard ticket page [standard_ticket page].
◦ The Listening Posts Feedback Bucket, Listening Posts Feedback
Collection, and Listening Posts Popup Survey widgets are embedded
only in the To-dos page [hrm_todos_page], HR ticket page
[hrm_ticket_page], and HRM To-dos page [hrm_todo].
Complete a pulse survey

Provide your rating for the questions asked in a pulse survey. Your feedback will
be used to gauge overall employee experience.
Before you begin

Role required: none
Procedure
Complete a pulse survey using one of the following options.
a. Open the pulse survey email that you have received. Click the Take Survey
link to answer and complete the pulse survey.
b. Click Take Survey on the Listening Posts widget in Employee Center.
Learning Posts
®
With the ServiceNow Learning Posts application, create an omni-channel
learning experience for your employees empowering them with the right
learning at the right time of need.
Assign learning tasks from an lifecycle event and deliver courses according to
the time of need. For example, update an employee who has returned from
sabbatical leave with the latest company policies and strategies.
Activation and setup

First, you must activate the Learning Posts [sn_lnp] from ServiceNow Store.
Learning Posts automatically activates the Learning Core [sn_lc] application
that contains the base set of tables, content, learning bases, roles, and access
configuration that are used in the Learning Posts [sn_lnp] application. For more
information, see Learning Core.

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Important: Learning Posts is available with the HRSD Enterprise package.

release notes.
Initiate a learning task from a lifecycle event

When a lifecycle event is triggered, a learning task is created and assigned
to the subject person of the case. The task is displayed in the To-dos page in
Employee Center.
Before you begin

Procedure
1. Create a learning task template.
For more information, see Create a learning template.
2. Configure a lifecycle event activity set.
For more information, see Configure a lifecycle event activity set.
3. Configure a lifecycle event activity.
While creating a lifecycle activity, make sure you select Activity Type as
Employee, Employee Activity as Learning task, and HR Template as any
learning template task. For more information, see Configure a lifecycle event
activity.
When the lifecycle event is triggered, a learning task is created and assigned
to the subject person of the case.
Create a learning template

Create a learning template to simplify the process of creating learning tasks by
populating fields automatically.
Before you begin

Role required: learning_admin
Procedure
1. Navigate to Learning Administration > Administration > Templates
2. Click New.
3. On the form, fill in the fields as appropriate.

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Field Description
Name Name of the learning template.

Table Table that this template applies to. Select Learning task
[sn_lc_learning_task]
Template Content that automatically populates records that are based
on this template.
• From the list, select Catalog and search for the catalog item.
• From the list, select Course item and search for course item.
• From the list, select State and select a state for the learning
task.
• From the list, select Short description and add a suitable
description for the learning task.
Use global Option to enable the use of global descriptions for translations.
descriptions If selected, you can provide the short description and
for description for the learning task template in one or more
translations languages.
Link Template that links a child table with the template for the
template parent table. In the template for the child table, set the value
to the field that references the parent table. After you set the
value, the child template is explicitly linked to the parent table.
Additional In the Assign to field, specify the user to whom the learning task
fields is applicable.
Important: You must specify values in Catalog, Course item, State Short
description, and Assign to fields while creating the template. If any of the
fields is left empty, the learning task will not be created as part of the life
cycle event and an error is recorded in System Logs.
4. Click Submit.
Learning tasks widgets

The Learning tasks and Learning tasks – Completed (pre-configured widgets)
help to display learning tasks in the To-dos page in Employee Center.
For more information on these learning widgets, navigate to Employee Center >
To-dos Configuration.

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Learning Core
®
The ServiceNow Learning Core application enables you to build a learning
content repository by integrating with third-party Learning Management
Systems, such as Cornerstone OnDemand, Udemy, PluralSight, Sumtotal and
Saba learning systems. It allows you to configure learning catalogs that contain
course items from both external learning systems and internal learning systems.
Learning Core provides the base set of tables, content, learning bases, roles,
and access configuration that are used in the Learning Posts application and
other coaching applications.
Important:
• Learning Core can be activated only as a dependent plugin.
• By default, Learning Core integrates with Cornerstone OnDemand,
Pluralsight, Udemy, Sumtotal, and Saba learning systems. Activate only
the learning system that you to plan use. For more information, see
Integrate Learning Core with third-party learning management systems.
• Enable AI search to allow users search for external learning content
from Pluralsight, Udemy, Cornerstone OnDemand, Sumtotal, and Saba
learning systems) in Employee Center. See AI search in Learning Core.
• Enable contextual search to allows users search for external learning
courses from Pluralsight, Udemy, Cornerstone OnDemand, Sumtotal, and
Saba learning systems) in Employee Center. See Contextual search in
Learning Core.
• Enable Predictive Intelligence to display recommended learning courses
to users in Employee Center. For more information, see Displaying
learning recommendations to the Employee Center users.
Components installed with Learning Core

Several types of components are installed with activation of the Learning Core
[sn_lc] plugin, including user roles, and tables.
Roles
Learning admin Grants administrative rights • sn_lc.catalog_manager

[sn_lc.learning_admin] to create, read, update,
and delete (CRUD) • sn_hr.integr_fw.admin
catalog, learning content,
roles, and configure
learning source.
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Roles (continued)
Learning catalog Grants administrative rights • sn_lc.task_creator

manager to create, read, or update
[sn_lc.catalog_manager]
learning catalogs. • sn_lc.content_writer
Learning catalog Grants administrative rights • sn_lc.task_creator

group manager to create, read, or update
[sn_lc.catalog_group_manager]
learning catalogs based • sn_lc.content_writer
on groups.
Learning Grants administrative rights sn_lc.content_reader
content creator to create, read, or update
[sn_lc.content_creator]internal courses.
Learning Grants read or write sn_lc.content_creator
content writer access for learning
[sn_lc.content_writer] courses.
Learning Grants read access for
content reader learning courses.
[sn_lc.content_reader]
Learning Can assign learning tasks.
content advisor
[sn_lc.learning_advisor]
Learning task creator Grants read or write
[sn_lc.task_creator] access for learning tasks.
Tables
Table Description
Learning External Stores details of external course items that are

Content pulled from third-party systems.
[sn_lc_external_content]
Learning User Course Stores details of learning course activities such as
Activity user to whom the course is assigned, status, due
date, and name of the learning course.
[sn_lc_user_course_activity]

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Tables (continued)
Table Description
Learning Content Stores details of internal learning content such as

[sn_lc_content] knowledge articles, videos that are created in the
Learning Course Item Stores details of learning course items, such as the
[sn_lc_course_item] source to which the learning course belongs.
Learning Catalog Stores details of learning catalog items with its

[sn_lc_catalog] course items.
Learning Task Stores details of learning tasks, such as a user to

[sn_lc_learning_task] whom the learning task assigned, and due date by
when the learning task must be completed.
Learning System Stores configuration parameters of sources (third-
Configuration party learning management systems).
[sn_lc_learning_system_configuration]
Integrate Learning Core with third-party learning management

systems
Connect your ServiceNow instance with third-party learning systems to pull
learning content into a single repository.
Before you begin

Activating the Learning Core (sn_lc) plugin automatically enables the following
plugins:
• Enterprise Service Management Integrations Framework
• Cornerstone spoke
• Pluralsight spoke
• Udemy spoke
• Sumtotal spoke
• Saba spoke

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Procedure
1. Integrate your ServiceNow instance with the third-party learning source
account that you plan to use.
To integrate with this third-party learning source Do this
Use an API key to authenticate the

ServiceNow requests. Follow the steps
Pluralsight Skills account
in Set up the Pluralsight spoke to per
form the integration.
Register an OAuth application in Cor
nerstone OnDemand application
and authenticate requests from Ser
Cornerstone OnDemand application
viceNow instance. Follow the steps in
Set up the Cornerstone spoke to per
form the integration.
Integrate your Udemy application
with your ServiceNow instance. For
more information, see Set up the Ude
my spoke.
Udemy application
Note: You must manually con
figure fields such as logos and
course reassignments in the
learning system configuration ta
ble.
Integrate your Sumtotal applica
tion with your ServiceNow instance.
Sumtotal application
For more information, see Set up the
Sumtotal spoke.
Integrate your Saba application with
Saba application your ServiceNow instance. For more
information, see Set up Saba spoke.
The records from the third-party content are pulled into your ServiceNow
instance using an API call. To successfully run this API call, you must
configure the com.glide.transform.json.max-partial-length and
com.snc.process_flow.reporting.serialized.val_size_limit properties. For more
information on these system properties, see Configure properties for Learning
core.

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2. Activate the required schedule flow to synchronize third-party learning
content into your ServiceNow instance. For more information, see Activate
flows for Learning Core.
3. Configure the learning system with which you want to integrate your
ServiceNow instance. For more information, see Configure a learning system.
Note: Once you set up the Learning Core application, the source
record for Cornerstone OnDemand, Pluralsight, and Udemy applications
are automatically created in the Source module in Enterprise Service
Management Integrations Framework. These source records contain
a predefined set of properties and integration services. For more
information, see Sources for Learning Core.
4. Refresh the entire third-party content or synchronize new and updated service
content into your ServiceNow instance.
• To refresh the entire content, set the full_pull property to true.
Note: When the schedule flow is run for the first time, it always is a full
pull irrespective of the value set in the property.
• To synchronize new and updated service content, set the full_pull property
to false.
a. Open any integration source for which you want to pull content.
b. Click Run Job to manually synchronize data.
The integration framework pulls the corresponding third-party learning courses
into the Learning External Content [sn_lc_external_content] table on your
When synchronizing new and updated services, the content is populated as
described in the table below.
Third-party content New and Updated Services synchronized
Udemy • Courses
• User activity
Cornerstone • Users
• Courses
• User activity
• Course assign service

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Third-party content New and Updated Services synchronized
Pluralsight • Courses
• Course progress such as percentage
Sumtotal • Users
• Courses
• User activity
• Assign course in Sumtotal
Saba • Course assign service
• Pull Courses from Saba
• Sync Saba Users
• Pull Saba User Course Activity
What to do next
To integrate Learning Core with a new third-party learning system, follow the
instructions in Create a source for a learning system.
Sources for Learning Core

Once you set up the Learning Core application, the source record for
Cornerstone On Demand, Pluralsight, Udemy, Sumtotal, and Saba applications
are automatically created in the Source module in Enterprise Service
Management Integrations Framework. The source records in the Enterprise
Service Management Integrations Framework application contain a predefined
set of properties and integration services.
Integration source record: Cornerstone Ondemand
Field Description
Name Name of the record in Enterprise Service Management

Integrations Framework: Cornerstone.
Properties Set of properties that are predefined for the Cornerstone
OnDemand application.

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Integration source record: Cornerstone Ondemand (continued)
Field Description
• page_size: Number of records that are pulled through an API

call from the Cornerstone OnDemand application.
• full_pull: When set to True, all the active users and learning
courses from the Cornerstone OnDemand system are pulled into
the ServiceNow application.
When set to False, modified users, modified transcripts, and
updated courses are pulled from the Cornerstone OnDemand
system into the ServiceNow instance.
• url_prefix: Deep link prefix to pull learning objects from
Cornerstone OnDemand system during run time.
• pull_offset_hours: Value that is considered for pulling modified
records.
For example, the last successful run was on 12/12/2021 at
17:00:00, pull_offset_hours is set to 5, and full_pull is set to False.
The next pull fetches all the records that have been modified
from 12/12/2021 12:00:00 until current date and time.
Integration Services interact with the Cornerstone OnDemand application to
Services pull or push learning courses.
• Course assign service: Assigns a course to an employee in the
Cornerstone Ondemand application.
• Sync users: Maps users in the Cornerstone OnDemand system to
users in the ServiceNow system using email Ids.
Note: If you want to use user_id or user_name field for

mapping users, then override getCornerstoneUser method
in the sn_lc.UserMappingUtil script.
• Courses: Pulls learning courses from the Cornerstone OnDemand
application into the ServiceNow application.
• User activity: Pulls details of user activity on learning courses from
the Cornerstone OnDemand application into the ServiceNow
application.

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Integration source record: Pluralsight
Field Description

Integrations Framework: Pluralsight.
Properties Set of properties that are predefined for the Pluralsight system.
call from Pluralsight.
• full_pull: When set to True, all the learning courses are pulled
from Pluralsight into the ServiceNow instance. When set to False,
updated learning courses progress is pulled from Pluralsight into
the ServiceNow instance.
records.
Integration Integration services interact with the Plural sight application to pull
Services learning courses into the ServiceNow application.
• Courses: Pulls learning courses from the Pluralsight application
into the ServiceNow application.
• Course progress: Pulls the progress of learning courses from the
Pluralsight application into the ServiceNow application.
Integration source record: Udemy
Field Description

Integrations Framework: Udemy
Properties Set of properties that are predefined for the Udemy application.
call from Udemy into the ServiceNow application.
from Udemy into the ServiceNow application. When set to False,
updated learning courses and learning courses progress are
pulled from Udemy into the ServiceNow application.

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Integration source record: Udemy (continued)
Field Description

records.
Integration Integration services interact with the Udemy application to pull
Services learning courses into the ServiceNow application.
• Pull Courses: Pulls learning courses from the Udemy application
• Pull user activity: Pulls details of user activity on learning courses
from the Udemy application into the ServiceNow application.
Integration source record: Sumtotal
Field Description

Integrations Framework: Sumtotal
Properties Set of properties that are predefined for the Sumtotal application.
from Sumtotal into the ServiceNow application. When set to
False, updated learning courses and learning courses progress
are pulled from Sumtotal into the ServiceNow application.
• url_prefix: Deep link prefix to pull learning objects from Sumtotal
during run time.
Integration Services interact with the Sumtotal application to pull or push
Services learning courses.
• Assign course in Sumtotal: Assigns a course to an employee in
the Sumtotal application.
• Pull Courses: Pulls learning courses from the Sumtotal application

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Integration source record: Sumtotal (continued)
Field Description
• Sync users: Maps users in the Sumtotal system to users in the

ServiceNow system using user IDs.
• User activity: Pulls details of user activity on learning courses from
the Sumtotal application into the ServiceNow application.
Integration source record: Saba
Field Description

Integrations Framework: Saba
Properties Set of properties that are predefined for the Saba application.
from Saba into the ServiceNow application. When set to
False, updated users, learning courses, and learning course
progress are pulled from the Saba system into the ServiceNow
application.
• page_size: Number of records that are pulled per page.
Integration Services that interact with the Saba application to pull or push
Services learning courses.
• Course assign service: Assigns a course to an employee in the
Saba application.
• Pull Courses from Saba: Pulls learning courses from the Saba
application into the ServiceNow application.
• Sync Saba Users: Maps users in the Saba system to users in the
ServiceNow system based on email IDs.
• Pull Saba User Course Activity: Pulls details of user activity on
learning courses from the Saba application into the ServiceNow
application.
Activate flows for Learning Core

Activate the flows that run on a schedule basis to pull learning course items
from the Cornerstone OnDemand, Udemy, Pluralsight, Sumtotal, and Saba
applications into the ServiceNow application.

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Before you begin
Procedure
1. Navigate to Process Automation > Flow Designer > Designer.
2. In the Flows section, activate the flows that you need.
To change the frequency and time at which you want to run the flow, click
Trigger.
Flows for Learning Core
Flow Description
Trigger By default, runs on a scheduled basis to pull course

Cornerstone items from Cornerstone Ondemand into a ServiceNow
Learning Sync application.
Important: The flow does not run if you do not activate

the Cornerstone Ondemand record in Learning System
Configuration.
Trigger By default, runs on a scheduled basis to pull course items
Pluralsight from Pluralsight into a ServiceNow application.
Learning Sync
the Pluralsight record in Learning System Configuration.
Trigger Udemy By default, runs on a scheduled basis to pull course items
Learning Sync from Udemy into a ServiceNow application.

the Udemy record in Learning System Configuration.
Trigger By default, runs on a scheduled basis to pull course items
Sumtotal from Sumtotal into a ServiceNow application.
Learning Sync
the Sumtotal record in Learning System Configuration.
Trigger Saba By default, runs on a scheduled basis to pull course items
Learning Sync from the Saba system into a ServiceNow application.

the Saba record in Learning System Configuration.

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Configure a learning system
Configure the learning system so that the schedule flow pulls learning content
from the third-party system into a ServiceNow instance.
Before you begin

Procedure
1. Navigate to Learning > Administration > Learning System Configuration.
2. Select the required learning source and set the Active field to true.
Learning System Configuration
Field Description
Learning Record of the learning management system in Enterprise

source Service Management Integrations Framework.
Active Option to indicate that the source is available for use.
Learning External learning management system to which the record is
system associated.
Reassign Option to reassign the completed course.
completed
course
Support Option to indicate whether a particular external system allows a
assign course assignment API.
course
Sync Option to specify the number of days that is considered for
course synchronizing course progress between the external learning
activity management system and a ServiceNow application.
days
Logo Option to include a logo of the source.
3. Click Update.
Create a source for a learning system

Create a source record for the third-party learning system that you want to
integrate with your ServiceNow instance.

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Before you begin
• Role required: learning_admin
• Learning Core integrates with Cornerstone OnDemand, Pluralsight, Udemy,
Sumtotal , and Saba learning systems by default. Activate only the learning
system that you to plan use. For more information, see Integrate Learning Core
with third-party learning management systems.
Procedure
2. Click New.
3. In the Name field, enter the name of the integration source, for example,
Pluralsight.
5. In the Integration Services related list, click New.
Field Description
Name Name of the integration service, for example,

Pluralsight.
Import set tables List of intermediate tables which store records from the
third-party system.
Note: This field is enabled only when a scheduled

pull service is selected in the Service type field.
Flow Flow that interacts with the third-party system to pull the
required data.
Active Option to indicate that the integration service is
available for use.
Application Application which contains the integration service
record.
Source Name of the third-party system with which you want to
integrate your application.
Order Order in which you want to run transformation scripts.
Service type Option to indicate the type of service Scheduled pull or
Ondemand Push.

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Field Description
Retry policy Configuration set to push a record when the previous

push fails.
Note: This field appears only when Ondemand

Push service is selected in the Service type field.
7. Click Update.
Administer Learning Core

Complete the administrative tasks in Learning Core with the Learning admin
[learning_admin] role.
Procedure
1. Create source records for learning management systems that are integrating
with Learning Core.
For more information, see Create a source for a learning system.
Important: Once you set up the Learning Core application, the source
record for Cornerstone OnDemand, Pluralsight, Udemy, Sumtotal , and
Saba applications are automatically created in the Source module in
Enterprise Service Management Integrations Framework. These source
records contain a predefined set of properties and integration services
that help in pulling learning courses from Cornerstone On Demand,
Pluralsight, Udemy, and Sumtotal applications into your ServiceNow
instance.
2. Configure properties for various settings used in Learning Core.
For more information, see Configure properties for Learning Core.
3. View the consolidated report on courses in each source, the number of
catalogs associated with each of the source, and the status of learning tasks
by source.
For more information, see Learning Experience Dashboard.
Configure properties for Learning Core

Configure properties for various settings used in Learning Core.
Before you begin


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Procedure
1. Navigate to Learning > Administration > Properties. Configure the name of the
portal that must open when the learning task is clicked in an email.
2. Navigate to System Properties and set the following property values:
Learning Core properties
com.glide.transform.json.max-partial- Transforms JSON objects to internal

length objects and sets the word limit for
records fetched through an API call.
• Type: integer
• Recommended value:1638400
Note:
You must add this system
property to set the desired
value.
When you synchronize third-
party learning content with
your ServiceNow instance, if
the word count of the content
being pulled into your instance
exceeds the value set for this
property, the synchronization will
fail.
com.snc.process_flow.reporting.serialized.val_size_limit
Specify the number of bytes allowed
for runtime values in each step in the
flow execution details. To prevent
truncation, set the value to an
integer equal to or less than zero.
• Type: integer
• Recommended value:1638400

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Note: When you synchronize

third-party learning content with
your ServiceNow instance, if
the word count of the content
being pulled into your instance
exceeds the value set for this
property, the synchronization will
fail.
Note: These properties set a word limit for records that are fetched
through an API call. API call fails when the word limit goes beyond the
1638400 limit.
Learning Experience Dashboard

Learning Experience Dashboard provides a consolidated report on courses in
each repository, catalogs with courses, and learning tasks status.
Learning Experience Dashboard
Learning Repository widget

Displays the number of courses associated with each of the source. Source
indicates the third-party learning management system that has integrated with
the ServiceNow application.

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Catalogs
Displays the number of catalogs associated with each of the source. Indicates
how many number of courses from a particular source (third-party learning
management system) are added to catalogs.
Task Status
Displays the status of all the learning tasks within each source.
Manage learning content in Learning Core

Create, curate, and manage learning content in Learning Core.
Procedure
1. Create internal content that contains knowledge base articles, free form, and
URLs.
For more information, see Create internal content in Learning Core.
2. Configure external content that contains course items from third-party
systems, such as Cornerstone OnDemand, Udemy, and Pluralsight.
For more information, see View external content in Learning Core.
3. Create a learning catalog in which you can include both internal course items
and external course items.
For more information, see Create a learning catalog in Learning Core.
Create internal content in Learning Core

Create internal learning courses so that employees can learn new content and
enhance their skills set.
Before you begin

Role required: sn_lc.catalog_manager
Procedure
1. Navigate to Learning > Content > Learning Content.
2. Click New.
Learning Internal Content form
Field Description
Title Title of the learning content.

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Field Description
Author Name of the user who created the

learning content.
Active Option to indicate that content is
available for use.
Estimated duration Total duration of the course content
in days and hours. For example, for a
video, it is the duration of the video.
For a knowledge article, the duration
is estimated based on the length of
the article.
Internal source Type of learning content that is
created, for example, knowledge
article, URL, or free form.
knowledge article Knowledge article to be included in
learning content.
This field appears only when
Knowledge article is selected in
Internal source.
URL Domain Link to a YouTube video, Vimeo, or
URL that will be included in learning
content. Click the Edit the URL icon,
and add a link in the URL field.
This field appears only when URL is
selected in Internal source.
Content Text to be added in a free form to
include in learning content.
This field appears only when Free
form is selected in Internal source.
4. Click Submit.
What to do next
Associate skills to learning content.
View external content in Learning Core

View details of all the courses items that are pulled from external sources into the

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Before you begin
Procedure
1. Navigate to Learning > Content > External Content.
Learning External Contents form
Field Description
Title Title of the content that is pulled from third-party learning

system.
Description Description of the course item that is pulled from external
learning system.
URL URL to open the course item in external system.
Type Type of service (OnDemand Push or Scheduled Pull) that
interacts with external learning system.
Updated Date and time when the course item was last updated.
External Name of the external learning system from which the course
source item is pulled.
Correlation Unique identifier for the course item that is generated from
ID external system.
Active Option that indicates that the course item is active and
available to use.
Mobile Deeplink that is generated from external system. Deeplink allows
deeplink you to navigate to a course from a native application.
Estimated Total time that is taken to complete the course item.
duration
Create a learning catalog in Learning Core

Create a learning catalog that includes learning content from internal and
external content repositories.
Procedure
1. Navigate to Learning > Content > Learning Catalogs.
2. Click New.

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Learning Catalog form
Field Description
Title Name of the catalog.

Active Option to indicate that the catalog is available for use.
Applicable to Option to enable the assignment of course to groups.
groups
Note: This field is applicable only to WFO/Coaching
application.
Description Description of the catalog.
Restrict Type Employees to whom the catalog is available.
Manager Employees to whom the catalog is visible or employees
Access Restrict who can curate the items in the catalog.
To
Note: This field appears only when User criteria is
selected in the Restrict Type field.
4. Click Submit.
What to do next
• To add course items to the catalog:
◦ In the Content related list, click Add.
◦ In the Select content window, select courses and click Add selected.
• To add users or groups to whom the catalogs are assigned.
◦ In the Applicable Users related list, click Edit.
Create a learning task from Learning Core

Assign a learning task to an employee that can be completed from the To-dos
page in Employee Center.
Before you begin

Role required: sn_lc.task_creator
Procedure
1. Navigate to Learning > Tasks > Learning Tasks.
2. Click New.
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Learning task form
Field Description
Number Unique identifier of the learning task.

Assigned to User to whom you want to assign the learning task.
Catalog Name of the catalog that is assigned via the learning task.
Course Item Name of the course item that is assigned via the learning
task.
State Current state of the task.
Due date Date by which the assignee must complete the learning
task.
Opened by Name of the user who has created the learning task.
Short Additional details of the learning task.
description
4. Click Submit.
Contextual search in Learning Core

Enable contextual search to allow users search for external and internal learning
courses in Employee Center.
Before you begin

By default, search is enabled only for external learning courses and not for
internal learning courses.
Procedure
1. Navigate to Service Portal > Portals.
2. Select the required service portal.
3. In the Search Sources related list, search and select Courses.
What to do next
Learning is displayed in the Sources section in Employee Center. Contextual
search is enabled and learning courses appear based on the text typed in the
search criteria.

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AI search in Learning Core
Enable AI search to allow users search for external learning courses in Employee
Center.
Before you begin

Starting with the Quebec release, the AI search [com.glide.ais] plugin is installed,
but not enabled. To start using the AI search feature with Learning Core,
see Request provisioning for AI Search. Once AI search setup is complete,
connections, indexed sources, search sources, and search profiles are set up by
default.
Procedure
1. To view the server connection URL, navigate to AI search > AI Search Index >
Connection.
2. To view the learning content indexed source that is available by default,
navigate to AI search > AI Search Index > Indexed Sources.
Indexed source enables AI Search to retrieve records from the ServiceNow
tables. Index a source table's records to make their content searchable in AI
Search.
3. To view the ESC Portal Learning Content that is available by default, navigate
to AI search > Search Experience > Search Sources.
Search sources make your searchable content available in search
experiences. An indexed source and optional filter conditions are to be
configured to limit the content that users can search.
4. Navigate to AI search > Search Experience > Search Profiles. In ESC Portal
Default Search Profile, add a link to the ESC Portal Learning Content in the
Search Sources related list.
Add search profile for each unique search experience that you want to
offer users in a ServiceNow application. For example, create and populate
synonym and stop word dictionaries, or Configure typo handling dictionary
settings.
What to do next
To enable AI search on ESC portal, navigate to Service Portal > Portals. Open the
ESC portal, and select the Enable AI search option.
EVAM configuration for Learning Core

Use EVAM configuration to determine what data must be presented to a user,
the design or fashion in which data must be presented to a user, and the action

1345
that must be triggered when a user performs an action on a user interface.
EVAM configuration is set up by default for Learning Core.
Before you begin

Procedure
1. Navigate to Entity View Action Mapper (EVAM) > EVAM definitions.
2. Select the EVAM View Config Bundle. In the EVAM View Config, open
Learning Content Search Results.
EVAM View Config
Field Description
Name Name of the EVAM view configuration.

Active Option to activate the EVAM view configuration.
Required Roles to define who can view the EVAM view configuration.
Roles
Table Table to associate with the EVAM view configuration.
Condition Conditions for when to use the EVAM view configuration.
Table Fields Table fields to display on the EVAM view configuration.
Custom Custom fields to display on the EVAM view configuration.
Fields
View Template to associate with the EVAM view configuration.
Template Default value: Learning Content Template.
View Template decides how to present data on the user
interface.
Application Application to which the EVAM configuration is associated.
Order Priority that the EVAM view configuration takes over other view
configurations. To give higher priority to a view configuration,
enter a lower number.
3. The EVAM View Config Action Assignment M2Ms related list contains a default
configuration action, navigation_learning_content_external, associated with
Learning Content Template. It triggers an action when a user clicks a learning
course in Employee Center. For example, if a user clicks a Pluralsight learning
course in Employee Center, the course opens up in the Plurasight learning
system.
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What to do next
A tab called Courses is displayed in Employee Center. This tab displays external
learning content from Pluralsight, Udemy, Cornerstone OnDemand, and
Sumtotal.
Displaying learning recommendations to the Employee Center users

Enable users logged in to the Employee Center to see recommendations of
learning courses taken by similar users.
Learning recommendations are displayed under the Courses you may like
section on the Employee Center. The courses are from external learning partners
like Udemy, Pluralsight, and Cornerstone.
The following image shows how the learning recommendations are displayed on
the standard Employee Center UI.
The following image shows how the learning recommendations are displayed on
the Employee Center with the Polaris UI.

1347
The courses displayed are based on solution definitions created under Similarity.
The solution definition used depends on whether the user has the HR core plugin
(com.sn_hr_core). The two relevant solution definitions are:
• User Profile Based Recommendation
(ml_sn_sn_hr_core_global_user_profile_based_recommendation) solution
definition, used if the HR core plugin is installed.
• Note: The users must have an HR profile to see the recommendations.

• Similar Users For Relevant Learning
(ml_x_snc_sn_lc_global_similar_users_for_relevant_learning) solution definition,
used if the HR core plugin is not installed.
To display the top three learning courses relevant for the user as suggestions,
configure the solution definition and add the widget to the Employee Center.
For more information, see Create and configure a solution definition and Display
learning recommendations in the Employee Center.
Create and configure a solution definition

Create a custom solution definition for displaying learning recommendations
by duplicating the Similar Users For Relevant Learning or User Profile Based
Recommendation solution definitions and modifying the copies.
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Before you begin
The following conditions must be met to add or configure the solution definitions
and train the predictive model:
• The Predictive Intelligence (com.glide.platform_ml) plugin is installed.
• The Learning Posts [sn_lc] application from the ServiceNow Store should be
activated. For more information, see Learning Posts.
• The glide.platform_ml.auto_training.enabled system property is set to true.
Procedure
1. Navigate to Predictive Intelligence > Similarity.
2. Select Solution Definitions to display a list of all solution definitions under
Similarity.
3. Select and open the solution definition that you want to copy.
• Use the User Profile Based Recommendation solution definition if the user has
the HR core plugin installed.
• Use the Similar Users For Relevant Learning solution definition if the user
doesn't have the HR core plugin installed.
For more information, see Displaying learning recommendations to the
Employee Center users.
4. Click the Additional actions icon ( ) and select Copy Solution Definition.
5. Provide a name for the new solution definition.
6. If you have a custom word corpus that you want to use instead of the default
word corpus, select it in the Word Corpus field.
The default word corpus uses the following fields for training and
prediction: Country code, Department.Name, Manager.Name,
Manager.Manager.Name, Manager.Manager.Manager.name, and Title.
For more information, see Create a word corpus.
7. Optional: Change the frequency of when the model is trained with new data
by modifying the values in the Training Frequency and Update Frequency
fields.
8. Select Submit and Train.
9. Copy the sys_id of the new solution definition for Similar Users For
Relevant Learning and replace it in the Value field of the system property
sn_lc.ml_similarlearning_solutiondefinition.
This value is automatically set to the sys_id of the default solution definition.
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10. Perform the following configurations for User Profile Based Recommendation
solution definition:
a. Access the tables of the HR scope from the sentiment analysis scope by
approving RCA (restricted caller access).
For more information, see Requested restricted caller access (RCA).
b. Update the newly created solution definition in the HR AI configuration >

Similar Users > Solution definition field.
For more information, see Configure the HR solution definition and domain.
11. Determine how many similar records need to be selected by modifying the
value in the Similarity Threshold field.
The records that are equal to or above the given threshold value are
considered in the solution definition result. The range of values for this field is
between 0-100. The default value is 80.
Results
The new solution is listed under Solutions.
What to do next
Add the Courses you may like widget to display recommended courses on the
Employee Center. For more information, see Display learning recommendations
in the Employee Center.
Display learning recommendations in the Employee Center

To display learning recommendations for users, add the Courses you might like
widget to the Employee Center and configure it.
Before you begin

About this task
Procedure
1. Navigate to Service Portal > Service Portal Configuration.
2. Select Designer.
3. Select the Employee Center Homepage tile.
The Service Portal Designer editing pane is displayed.
4. In the Filter widget of the Service Portal Designer, type Courses you may like.
5. Drag the Courses you may like widget to the layout and position it where you
want it to appear.
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Edit the page properties if necessary. For more information, see Create and
edit a page using the Service Portal Designer.
6. Optional: Change the default number of similar users included in the
prediction by clicking the edit icon ( ) and modifying the Number of similar
users used for prediction value.
By default, the top 25 similar users are discovered for the logged-in user.
7. Optional: View your page on various devices like mobile, tablet or PC through
the controls present on the header in the Preview tab.
Results
After adding the widget, users will see recommendations for the top three
courses displayed under the Courses you may like section on the Employee
Center.
Note: If no similar courses are predicted for the logged-in user, the widget
is not displayed on the Employee Center.
Learning Core Home page

Learning Core home page provides a consolidated view of the learning
catalogs and learning management systems that have been configured in the
Learning Core application.
Learning Catalogs
Click a tile to view the complete details of a specific catalog such as course
items that it contains, managers to whom the catalog is viewable, users to
whom the catalog is assigned.
Learning Sources
Click a source link to open the learning system source record in Enterprise
Employee Center Pro and Employee Center with HR Service

Delivery
ServiceNow Employee Center application is packaged as two separate
ServiceNow Store applications: Employee Center and Employee Center Pro.
Employee Center is delivered to all customer as a default application, and
Employee Center Pro is a licensed application and must be separately installed.
For more information, see Install Employee Center Pro and Install Employee
Center.
Unified taxonomy for Employee Center Pro
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Unified taxonomy is a collection of hierarchical topics that brings
together different content types, such as requests, articles, quick
links, and employee communications.
The base system provides the mapping of all the default content for
HR Service Delivery into a default content taxonomy.
For more information, see Unified taxonomy for Employee Center.
HR Service Delivery taxonomy mappings

HR taxonomy delivers pre-configured mappings of the HR catalog
items and knowledge articles to the HR topics provided by the
Employee Experience taxonomy.
To use the Employee Center Pro with HR Service Delivery:

• Activate the HR taxonomy (com.sn_hr_emp_taxonomy) plugin.
When activated, the HR catalog items and knowledge (KB)
articles are mapped to the topics and subtopics under Taxonomy.
For more information, see Install HR taxonomy.
• The base system provides the HR topics and subtopics
and are included when you activate the HR taxonomy
(com.sn_hr_emp_taxonomy) plugin.
Note: For more information, see:

◦ Unified taxonomy for Employee Center
◦ Associate connected content to a topic
◦ Associate a knowledge article with a taxonomy category
Optional Employee Center widgets

The following are optional widgets that are not automatically
included when the Employee Center Pro is installed.
• Start Date widget: This widget only appears to new hires prior
to their start date for onboarding cases only. When using the
base system layout, place the widget on the Employee Center
home page, in the right-hand pane above the My Items widget.
For more information on Lifecycle Events and onboarding and
configuring the widget, see
◦ Enterprise Onboarding and Transitions
◦ Service Portal widgets

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• Benefit Resources widget: You can link the Parental Leave Guide,
a page that provides parental leave information. You can do this
by:
◦ Placing the widget on the EC dashboard. The base system
provides the link in the Benefit Resources widget. For more
information, see Create and edit a page using the Service
Portal Designer.
◦ Or, you can add a Quick Link as Connected Content in one
of the employee taxonomy topics. For more information, see
Employee Center quick links configuration.
◦ For more information about the Parental Leave Guide, see
Parental leaves of absence.
◦ For more information about Service Portal widgets, see:
▪ Service Portal widgets
▪ Configure widget instance options
▪ Widget context menu
Install HR taxonomy
You can install the HR taxonomy application (com.sn_hr_emp_taxonomy) if you
have the admin role.The application includes demo data and installs related
®
ServiceNow Store applications and plugins if they are not already installed.
Before you begin

• Ensure that the application and all of its associated ServiceNow Store
applications have valid ServiceNow entitlements. For more information, see
Get entitlement for a ServiceNow product or application.
• HR taxonomy requires the following plugins. Ensure that these plugins are
activated before you install com.sn_hr_emp_taxonomy.
Required ServiceNow plugins
Human Resources Scoped App: Core (com.sn_hr_core)
Human Resources Scoped App: Core allows you to
standardize the documentation, interaction, and
fulfillment of employee inquiries and requests.
For more information, see Activate Case and

Knowledge Management.

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• HR taxonomy requires the following ServiceNow Store applications. Ensure that
these applications are installed before you install (com.sn_hr_emp_taxonomy).
Required ServiceNow Store applications
Employee Center
The Employee Center (sn_ex_sp) application is a
standard multi-department, dynamic portal for
service delivery and employee engagement.
The Employee Center (sn_ex_sp) installs Employee

Center Core (sn_hr_sp) as a dependency plugin.
For more information, see Install Employee Center.
Employee Center Pro

The Employee Center Pro
(com.snc.employee_center_pro) application extends
the standard Employee Center capabilities along
with employee communication and engagement.
For more information, see Install Employee Center

Pro.
About this task

The following items are installed with :
• Plugins
• Store applications
• Roles
• Scheduled jobs
• Tables
For more information, see XX.
Procedure
2. Find the HR taxonomy application (com.sn_hr_emp_taxonomy) using the filter
criteria and search bar.

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You can search for the application by its name or ID. If you cannot find the
application, you might have to request it from the ServiceNow Store.
notes information for all released apps, see the ServiceNow Store version
dependencies.
Dependent plugins and applications are listed if they will be installed, are
currently installed, or need to be installed. If any plugins or applications need
to be installed, you must install them before you can install HR taxonomy.
data.
(Optional) Demo data comprises sample records that describe application
features for common use cases. Load demo data when you first install the
application on a development or test instance.
Important: If you don't load the demo data during installation, it's
unavailable to load later.
5. Click Install.
Alumni Service Center

The Alumni Service Center (ASC) provides a way to stay connected with former
employees and non-employees like volunteers and contractors.
The ASC acts as a portal to provide unique content, services, and community.
Maintaining relationships with former employees and other external audiences
helps morale, productivity, and drive down training and hiring costs.
ASC benefits
Having a portal that alumni can access has many benefits:
• Alumni can make service or catalog requests like:
◦ Requesting paycheck information
◦ Requesting tax documentation
◦ Accessing information about COBRA benefits
• Alumni can also:
◦ Keep personal contact information up to date
◦ Connect to community for networking opportunities

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◦ Stay informed of company news and announcements
◦ Access job listings
• Administrators can:
◦ Assign employees to manage alumni requests
◦ Assign tasks to alumni
Content analytics
The ASC provides a separate content analytics tracking profile. For more
information, see Configure content analytics for ServiceNow.
Employee to alumni transition

A personal email is required to transition from an employee to an alumnus.
You can perform this transition for individuals or in bulk.
Exploring the Alumni Service Center

Use the Alumni Service Center (ASC) to communicate with your former
employees or non-employees to foster future employment opportunities.
The base system uses some of the widgets from Content Delivery. For more
information, see Streamline content authoring using the Content Library within
Content Publishing.
An example of the ASC provided with the base system:
For more information about the service portal, see Service Portal.
For more information on the Employee Center, see Employee Center.
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Setting up your Alumni Service Center
Set up your Alumni Service Center (ASC) so you can communicate with your
former employees or non-employees.
The following plugins must be activated prior to activating the Alumni Service
Center (sn_asc) plugin:
• Human Resources Scoped App: Core (com.sn_hr_core)
• Employee Center (com.sn_hr_service_portal)
To set up the ASC, you must request activation for the following plugin:
• Explicit Roles (com.glide.explicit_roles)
◦ The ASC uses this plugin to help segregate external users from internal users.
Note: For more information on requesting activation of a plugin, see

Request a plugin.
Via the ServiceNow Store, activate the:

• Alumni Service Center (sn_asc)
Note: The Explicit Roles (com.glide.explicit_roles) plugin must be

activated before activating the Alumni Service Center (sn_asc) plugin.
For information on installing a ServiceNow Store application, see Install a
ServiceNow Store application.
Roles installed
By activating the Alumni Service Center (sn_asc) plugin, the
following roles install:
Roles installed with Alumni Service Center
ASC role Description Contains roles
Alumni Service Lets you configure all • Role delegator

Center admin aspects of the ASC. [role_delegator]
[sn_asc.admin]
• Skill user [skill_user]
• ASC manager
[sn_asc.manager]
• Live feed
administrator
[live_feed_admin]

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Roles installed with Alumni Service Center (continued)
ASC role Description Contains roles
• Chat administrator
[chat_admin}
• Service Portal
administrator
[sp_admin]
• Service Catalog
administrator
[catalog_admin]
Alumni Service Lets you access the • External Alumni
Center Alumni ASC as an alumnus. Service Center
[sn_asc.alumni] user [snc_external]
Alumni Manager Lets you manage • Content Delivery
[sn_asc.manager] the ASC, which manager
includes alumni [sn_cd.content_manager]
records and some of
the import process.
Catalog items
The base system provides the following catalog items:
• Payroll Discrepancy - Alumni
• Employment Verification Letter - Alumni
• General Inquiry - Alumni
Supported task types

The base system supports the following task types:
• Collect Employee Input
• Checklist
• E-signature (HR core only)
• Mark when complete
• Take survey
• Upload documents

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• URL
• View video
Adding content
The ASC uses the same widgets as the HR Service Delivery Employee
Center. For more information, see Employee Center.
Use Content Publishing to add and display content to your ASC.

For more information, see Streamline content authoring using the
Content Library within Content Publishing.
To add content as part of a campaign, use Content Experiences.

For more information, see Campaigns for Content Experiences.
Load data
To add alumni users in bulk, use System Import Sets. For more
information, see Import sets key concepts.
At a minimum, the file you upload must have a header and the
personal email for each alumnus.
Note: Use the Imported Alumni [sn_asc_user_imp] table when

importing users.
Transform and edit

After loading your file:
• Transform your import set so that it moves to staging.
• Go to Staged Alumni to view what was loaded from your file.
• You can edit the loaded users, ensure unique user IDs, or approve
if they look valid.
• From the list view of Staged Alumni, click Import All Approved to
start the Import Approved Staged to Alumni scheduled job.
Configure the Alumni Service Center properties

Use properties to control the behavior of the Alumni Service Center (ASC).
Before you begin

Role required: sn_asc.admin

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Procedure
1. Navigate to Alumni Service Center > Administration > Properties.
2. Configure the ASC properties.
Alumni Service Center Properties
sn_asc.import.default.state The default state for Staged Alumni

records when created by an import
set and the out-of-box transform
map.
Approved is the default state.
sn_asc.import.alumni.suffix Suffix added to the end of user
names for alumni records. Having
a suffix distinguishes between your
alumni and current work force.
Note: The default suffix

provided is .alum. You can
customize the suffix to match
your requirements.
sn_asc.import.user_name.max.tries The number of times the application
attempts to add a digit to an alumni
user ID to create a unique ID.
For example, when you have multiple
people with the same name, the
system adds a unique number to
the end of each user name. This
number distinguishes it between the
others. This property determines how
many times the system adds a unique
number to similar user IDs.
3. Click Save.
Add an import set of alumni for Alumni Service Center

Use System Import Sets to upload your file of alumni.
Before you begin

Role required: import_set_loader

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Procedure
1. Navigate to System Import Sets > Load Data.
2. Select Existing table from Import set table.
3. Select the Imported Alumni [sn_asc_user-imp] table from Import set table.
4. Check File from the Source of the import field.
5. Click Choose File.
6. Find the file that contains your list of alumni and select it.
7. Click Open.
8. Click Submit.
9. Click Run Transform.
10. Click Transform.
11. To view the import set, click the import (ISET) set number link. To view a list of
staged alumni, see Edit staged users for Alumni Service Center.
Edit staged users for Alumni Service Center

Use Staged Alumni to ensure the import set upload and transform process ran
correctly. It also ensures that your uploaded alumni are configured with the
correct user ID.
Before you begin

Role required: sn_asc.admin
Procedure
1. Navigate to Alumni Service Center > Administration > Staged Alumni.
2. Review the list of staged alumni. Look for and correct duplicate names and
duplicate user IDs.
3. Click the number associated with a user to edit it.
4. Enter or edit the fields on the form for the user.
Field Description
Number The automatically assigned staging

number of the user.
State The status of the user.
• Approval Needed
• Approved

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Field Description
• Alumni Created
• Duplicate
• Invalid
• Denied
Personal email The personal email of the user. How
your company contacts the user.
Internal user The user record found in the User
[sys_user] table for the alumnus.
Internal profile The HR profile of the user.
Alumni The name of the user found in the
Alumni [sn_asc_user] table.
First name First name of the user.
Last name Last name of the user.
Date format Date format to override the system
date format.
Time zone The time zone the user resides in.
Proposed user ID The user ID created after you fill in the
fields and click Generate Proposed
User ID.
The user ID creates based on the per
sonal email address provided with a
suffix from the properties. For more in
formation on the suffix, see Configure
the Alumni Service Center properties.
5. Select Save.
6. Select Generate Proposed User ID.
7. Select Update.
8. After making edits, ensure that valid users are in the Approved state. Return to
the Staged Alumni list view.
9. Select Import or from the Staged Alumni list, select Import All Approved at the
bottom.

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10. Select Import All. The Import Approved Staged to Alumni scheduled job runs.
For more information about the default state for staged alumni, see Configure
the Alumni Service Center properties.
System notifications for Alumni Service Center

The Alumni Service Center (ASC) uses system notifications to alert alumni with an
email providing their user ID and a separate email with a password.
When an alumnus logs in for the first time, they are prompted to change the
password provided.
The base system provides the following email notifications:
• Invite Alumni Email - Username
• Invite Alumni Email - Temp Password
You can customize the message to suite your company's requirements.

For more information, refer to Email and SMS notifications.
Configure email and password resets for the Alumni Service Center
Use Notifications, to configure the emails that send the user ID and password
reset for your alumni.
Before you begin

Procedure
1. System Notification > Email > Notifications.
2. Click Invite Alumni Email - Username and edit the Message HTML to reflect
your company's message on providing an alumnus with a user ID.
3. Click Preview Notification to preview your message.
4. Click Update.
5. Click Invite Alumni email - Temp Password and edit the Message HTML to
reflect your company's message on providing a temporary password to your
alumni.
6. Click Preview Notification to preview your message.
7. Click Update.

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Using your Alumni Service Center
Company alumni or former employees use the Alumni Service Center (ASC) to
obtain information or maintain communication with your former company.
Accessing the ASC

Users must have the following role:
• alumni (sn_asc.alumni)
Articles
The Articles tab at the top, left menu bar provides an FAQ and Knowledge Base
(KB) articles. For more information, see HR Knowledge Management.
Services
When the Services tab appears in the top, left menu bar, alumni can make
service requests. For more information, see HR services and Employee requests
page.
To-dos
Use the To-dos tab to respond to requests. For more information, see Employee
to-dos page.

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Requests
Use the Requests tab to view all requests you have made in the past. For more
information, see Employee requests page.
Profile
Select Profile from the list and edit your contact information. For more
information, see HR Profile.
Employee Document Management

™
Manage large numbers of documents more efficiently with the ServiceNow
Employee Document Management product. Employee Document
Management provides storage space, a filing system, the ability to easily
retrieve documents, defining who can view sensitive documents, and when to
purge documents.
Your company asks employees to complete and return documents related
to benefits, payroll, employee relations, access to internal systems, and other
services. Employee Document Management is cloud-based, efficient, secure,
and it reduces compliance risks.
Streamline management of employee documents

With Employee Document Management, you can:
• Centralize files that are currently stored on multiple cases.
• Automatically or manually move employee documents from a case to the
employee file.
• Find documents using metadata tags.
• Place legal holds on all documents for an employee (HR profile), or for all
documents by document type.
• Define who can access what documents.
• Define retention policies that determine how long to retain employee
documents and prevent purging for legal holds.
• Define when to purge documents.
Configure employee document management

The base system provides pre-configured records that can be used immediately
to expedite the configuration of Employee Document Management.

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Employee document definitions
To use Employee Document Management, you must define the following:
• Document type: Defines how documents are categorized and are associated
with Center of Excellence (COE), topic categories, and topic details. For
example, you can create a document type for all documents related to
Total Rewards or for each benefit. Document types also determine who can
access, how long to retain, and if a legal hold is in effect.
• Retention periods: Defines how long to keep an employee document based
on regulations or company policy.
• Retention policies: Combined with a retention period and criteria, determines
how long to retain an employee document.
• Security policies: Determines who can view, create, move, or authorize to
purge employee documents.
You can configure employee documents to automatically move to the

document repository when an HR case is completed and closed.
Administrator, agent, and employee access to Employee Document

Management
There are multiple levels of access for Employee Document Management.
• Administrators configure the Employee Document Management application.
• Agents upload employee documents on behalf of employees or as part of a
case.
• Employees who can upload and view their documents.
Employee Document Management administrators assign appropriate roles to

employees who require access to employee documents. The security policy
determines access and purge authorization.

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The document type and the associated retention policy and retention period
determine when to purge employee documents. The security policy can require
approval to purge. The security policy requires a user to belong to the group
that has purge authorization.
Legal holds can be placed on HR profiles. Legal holds prevent employee
documents from being purged. You can also place and manage legal holds
by document type. Managing by document type provides bulk-processing for
increased efficiency.
Employee Document Management for agents

Employee Document Management agents can:
• Search for existing employee documents using different filters.

• Place or upload employee documents directly into the repository.
• When your company is also using HR Service Delivery, you can move
employee documents from the HR case form to the repository. Employee
documents can also be configured to automatically move when an HR case
is closed.
Employee access
Employees can view their own employee documents when the document
type provides employee access. Employee documents are also available on
HR cases and the Service Portal or Employee Service Center profile page. See
Define policies for a document type.
Activate Employee Document Management

You can activate the Employee Document Management
[com.sn_employee_document_management] plugin with the admin role. This
plugin includes demo data and activates related plugins if they are not already
active.
Before you begin

Procedure

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<plugin name>.
Request employee document management bulk uploads

The Employee Document Management Bulk Uploads requires separate
subscriptions to the Orchestration [com.snc.runbook_automation] and
ServiceNow IntegrationHub Installer [com.glide.hub.integrations] plugins. These
plugins must be activated by ServiceNow personnel.
Before you begin

About this task

There is demo data available that provides configuration examples of a local
directory and third-party, cloud-based document repositories. These examples
help you to configure Employee Document Management bulk uploads with
your own internal document repository.
To view the demo data, you must activate the Orchestration
[com.snc.runbook_automation] and ServiceNow IntegrationHub Installer
[com.glide.hub.integrations] plugins first.
The Employee Document Management
[com.sn_hr_employee_document_management] plugin must be activated last.
Plugins for Employee Document Management Bulk Uploads
Plugin Description
Orchestration Required for bulk imports from local drives.

[com.snc.runbook_automation]
ServiceNow IntegrationHub Required for bulk imports from third-party,
Installer cloud-based document repositories.
[com.glide.hub.integrations]
To purchase a subscription, contact your ServiceNow account manager.

The account manager can arrange to have the plugin activated on your
organization's production and subproduction instances, generally within a few
days.
1368
If you don't have an account manager, decide to delay activation after
purchase, or want to evaluate the product on a subproduction instance without
charge, follow these steps.
Procedure
2. On the All Applications page, click Request Plugin to open the Request form
on HI.
3. On Now Support, select the redirect link to access the Now Support Service
Portal Service Catalog.
4. Select your instance.

5. Select Actions > Activate Plugin.
Activate Plugin request form
Field Description
Target Instance Instance on which to activate the

plugin.

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Field Description
Plugin Name Name of the plugin to activate.

Specify the date and time you would The date and time must be at least
like this plugin to be enabled two business days from the current
time.
Note: Plugins are activated

in two batches, once in the
morning and once in the
evening, on every business day
in the US Pacific time zone. If the
plugin must be activated at a
specific time, enter the request
in the Reason/Comments field.
Reason/Comments Information that would be helpful for
the ServiceNow personnel who are
activating the plugin. For example,
if you need the plugin activated at
a specific time instead of during one
of the default activation windows,
specify that in the comments.
7. Click Submit.
Related information
List of plugins (Madrid)
Components installed with Employee Document Management

Several types of components install with the activation of the Employee
Document Management [com.sn_employee_document_management] plugin,
including tables, user roles, and scheduled jobs.

1370
Note: The Employee Document Management
[com.sn_employee_document_management] plugin activates the
sn_hr_ef.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Employee Document Management
with this role.
Roles installed
EF admin Has full control over the Employee • Employee Document

[sn_hr_ef.admin] Document Management Management Reader
application. Can: [sn_hr_ef.document_re
• Access Employee Document • Employee Document
Management. Management Writer
• Assign Employee Document [sn_hr_ef.document_wr
Management roles. • Employee Document
• Search and read employee Management
documents. Legal Hold Writer
• Create and update employee [sn_hr_ef.legal_hold_wr
documents. • Employee Document
• Manage administration of Management Manage
employee documents. Can [sn_hr_ef.manager]
create, read, and write to the • HR basic [sn_hr_core.ba
following tables:
• sn_hr_ef.document_imp
◦ Retention Period
[sn_hr_ef_retention_period]
◦ Retention Policy
[sn_hr_ef_retention_policy]
◦ Security Policy
[sn_hr_ef_security_policy]
◦ Document Type
[sn_hr_ef_document_type]
• Manage legal holds on profiles
and document types.

1371
Note: Contains the HR

basic [sn_hr_core.basic]
role that contains
the HR profile writer
[sn_hr_core.profile_writer]
role.
• Administer the Employee
Documents Properties.
• Configure and administer
Employee Document
Management Bulk Imports.
Employee Document Can: • None

Management Reader • Access Employee Document
[sn_hr_ef.document_reader] Management.
• Search and read employee
documents.
Note: Add this role to

the Read access tab on
the security policy of the
employee document. See
Add or modify document
security policies.
Employee Document Can: Employee Document
Management Writer • Access Employee Document Management Reader
Management. [sn_hr_ef.document_read
[sn_hr_ef.document_writer]
• Search and read employee
documents.
• Create and update employee
documents.
Note: Add this role to

the Write access tab on
the security policy of the
employee document. See
Add or modify document
security policies.

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Employee Document Can: • None

Management Legal Hold • Access Legal Holds to view
Writer employee documents on legal
[sn_hr_ef.legal_hold_writer] hold.
• Manage legal holds on HR
profiles.
Note: Requires the

HR profile writer
role. HR profile writer can
also create and search for
employee documents.
• Cannot manage legal holds
on document types unless
combined with the Employee
Document Management
Manager [sn_hr_ef.manager]
role.
Employee Document Can: • Employee Document
Management Manager • Access Employee Document Management Reader
[sn_hr_ef.manager] Management. [sn_hr_ef.document_re
• Search and read employee • Employee Document
documents. Management Writer
• Create and update employee [sn_hr_ef.document_wr
documents. • Employee Document
• Manage administration of Management
employee documents. Can Legal Hold Writer
create, read, and write to the [sn_hr_ef.legal_hold_wr
following tables:
◦ Retention Period
[sn_hr_ef_retention_period]
◦ Retention Policy
[sn_hr_ef_retention_policy]

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◦ Security Policy
[sn_hr_ef_security_policy]
◦ Document Type
[sn_hr_ef_document_type]
Note: All default security

policies with the base
system are part of the
sn_hr_ef.manager role
by default. Provides
both read and write
capabilities. No roles are
automatically part of new
security policies.
• Add or remove legal holds on
profiles and document types.
Note: Requires the

HR profile writer
role with the Employee
File Management
Legal Hold Writer
[sn_hr_ef.legal_hold_writer]
role to place HR profiles on
legal hold.
Document Import Grants access to the Employee • None
[sn_hr_ef.document_import] Document Management Bulk
Import Employee Document
Staging [sn_hr_ef_import_staging]
table and process flow.
Clean up Deletes uploaded but not submitted employee documents.

inactive
employee
documents

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EF Bulk Import Processes up to 100 import staging records in the Ready state.
from Staging - It runs the capture step to upload the attachments and create
Hourly an employee document.
This job picks up 100 records per configuration.
This job picks up the oldest configurations first regardless of the
number of associated staging records. For example:
• Configuration A has only one staging record created on
11/01/2018 at 8:00 AM.
• Configuration B has 99 staging records created on
11/01/2018 at 8:05 AM.
• Configuration A runs first and Configuration B runs in an hour.
Purge This job purges employee documents flagged as eligible for
employee purging.
documents
Purge Determines what documents require notification or
Notification authorization to purge based on security policy. This job sends
Daily Job an email with a link to the list of documents to all members of
the group assigned.
Refresh Purge This job ensures that any employee documents that have a
Dates for changed retention period since the last run does not purge a
Employee document.
Documents
This scheduled job works with the sn_hr_ef.purge_stride_length
property to determine which employee documents for a user
[sys_user] record get purge dates recalculated.
Note: The Employee Document Management scheduled jobs run daily by

default. To change when a scheduled job runs, see Default schedules.
Tables installed
Table Description
Attachment Tracking Tracks copied attachments for purging.

[sn_hr_ef_attachment_tracking] Also used to for attachments that get
copied to an HR case from an HR task.

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Table Description
Document Type Records about employee document

[sn_hr_ef_document_type] categorization, access, retention
policy, and legal holds.
Employee Document Records about an employee
[sn_hr_ef_employee_document] document, document type, purge
hold, purge date, employee, tags, size,
format, creation date, and created by.
Employee Document Staging Contains information on employee
sn_hr_ef_import_staging documents from your source repository.
This information maps to elements
required for import to Employee
Document Management.
Legal Hold Records about legal hold placed on
[sn_hr_ef_legal_hold] either a document type or HR profile.
Purge Log Configurable by the Employee

[sn_hr_ef_purge_log] Documents Properties. Determines
what fields appear on the purge logs.
Retention Period Records about retention periods
[sn_hr_ef_retention_period] including date offset type, units, and
quantity.
Retention Policy Records about retention policies
[sn_hr_ef_retention_policy] including conditions the policy applies
to, retention period, and created by.
Security Policy Records about security policies
[sn_hr_ef_security_policy] including COE, purge authorization,
groups, roles, and created by.
Document Type Security Policy Associates security policies to a
[sn_hr_ef_m2m_doc_type_sec_policy] document type.
Properties for Employee Document Management application

Activating the Employee Document Management
[com.sn_employee_document_management] plugin adds the following
properties.
Properties control the behavior of the Employee Document Management

application.

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For optimal system performance and depending on your internal processes,
employee documentation is purged based on the security policy established by
your company.
Field Description
sn_hr_ef.enable_document_viewer Enables document viewer to view .pdf

(Enable "Document Viewer" to documents only. Other document
preview pdf documents) types (.docx, .txt, .png, .xls, and so on)
must be downloaded and cannot
be viewed directly from Employee
Note: If No is checked, you can

still download the document and
view it locally.
sn_hr_ef.enable_download_multiple Lets you download multiple
(Enable "Download" UI Action to employee documents from Employee
download multiple employee Documents list into a .zip file.
documents in a zip file.)
sn_hr_ef.max_file_size (Maximum file The maximum file size of a document
upload size in megabytes:) you can upload. The default is 30
megabytes.
You can change this value, but system
performance can be affected.
sn_hr_ef.purge_stride_length (The Determines the stride value for
frequency in days that purge dates recalculating the purge dates for
will be recalculated for Employee employee documents.
documents.)
The stride value determines the range
of values that can be assigned to
every user [sys_user] record that has
associated employee documents.
For example, if 30 is entered, the
range of values that can be randomly
assigned is from 1 through 30. When
the Refresh Purge Dates for Employee
Documents scheduled job runs, based
on the current date, it determines the
stride value. Any user record assigned

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Field Description
that stride value has their employee

documents purge date recalculated.
Also, purge dates are recalculated for
employee documents that match the
following requirements:
• Employee document is active.
• There are no legal holds or purge
holds on the employee document.
• The stride value for the user record
matches the stride value for the
current date.
The number you enter determines

the stride value range. For example,
Entering a 1 indicates that there
is no stride range and the purge
recalculation is performed for all
employee documents daily.
Entering a larger number ensures that
system performance is optimal since
large companies can have large
amounts of documents.
The default value is 30 and can be
modified.
sn_hr_ef.purge_authorization_interval The number of days before the
(The number of days before the next beginning of the month for the purge
month a purge notification is sent notification to be sent out.
(value between 1-30):)
The Purge Notification Daily Job
scheduled job uses this value to
determine when to send a purge
notification or authorization.
The default value is 7 and can be
changed.
sn_hr_ef.enable_purge_logs (Enable Indicates if you want a purge log to
purge logs to log the files deleted be created for deleted documents. A
during document purge.) purge log lists all deleted documents
with the fields you specify in the These

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Field Description
fields will be included in the purge

logs if enabled field.
Note: The purge log is created

after the Purge employee
documents scheduled job runs.
This job runs daily by default.
sn_hr_ef.purge_log_fields_to_include If you checked Yes for the Enable
(These fields will be included in the purge logs to log the files deleted
purge logs if enabled.) during document purge field, enter
the fields you want to appear in the
purge logs.
Separate the fields with a comma.
Purge logs can be downloaded into
a .csv file.
The default values are: employee,
hr_case.
Note: The purge log is created

after the Purge employee
documents scheduled job runs.
This job runs daily by default.
Defining and setting retention and security policies for employee

documents
Use Employee Document Management to configure how employee documents
should be handled based on company policy, processes, and regulatory
compliance.
To configure Employee Document Management.
Document types
Document types are at the center of the Employee Document
Management application. All employee documents are required
to have a document type assigned. Categorize your employee
documents by assigning document types. Use document types
to combine policies that determine handling of an employee
document. Use document types to:

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• Associate a security policy. Security policies determine who
can access employee documents and determine purge
authorization.
• Associate a retention policy. Retention policies determine how
long to keep a document and who the document is applicable
to.
• Place a legal hold. Legal holds temporarily prevent document
purging or changes to the document.
• Allow access to employees.
• Configure employee documents to be moved automatically
when an HR case is closed. Assign a topic detail associated with
an HR service that has the Automatically move attachments box
checked to a document type. See Configure an HR service.
Define policies for a document type

For each document type, you can determine who can access a document as
well as define the retention policies associated with it, or place a legal hold. A
document type can manage multiple documents.
Before you begin

Role required: sn_hr_ef.manager
About this task

Document types combine topic detail, retention policies, and legal holds. The
default retention period for a document type is defined on the corresponding
Center of Excellence (COE). For details on COEs, see HR Centers of Excellence
data model.
Note: The base system provides various document types as examples.

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Procedure
1. Navigate to HR Administration > Employee Documents > Document Types.
2. Click New or an existing document type to edit.
3. Fill in the fields as appropriate.
Document Type form
Field Description
Name Name that describes the document

type.
Topic detail Topic detail associated with an HR
service.
The topic detail categorizes the
document type.
The HR service can be used to
automatically move employee
documents to the employee
document repository when an HR
case is closed.
Active Option for activating or deactivating
a document type. On deactivating a
document type, the document type
does not appear for selection when
creating a document or moving
attachments.
Application type Application associated with the
document type.
Legal hold Indicates if a legal hold has been
placed on the document type.
When checked, all employee
documents with this document type
are placed on legal hold.
Employee access Enables employees to access their
own employee documents.
4. From the Context Menu, click Save to remain on the Document Type form.
The following tabs appear.

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Document type tabs
Tab Description
Security Policies Security policy associated with the

document type. Security policies
grant authorized users the ability to
view, create, move, or authorization
to purge employee documents.
When you select a topic detail, the
default security policy associated
with that topic detail (if any) is
automatically displayed in the
Security Policies tab.
In the Security Policies tab, you can,
• Add and associate multiple
security policies to a document
type.
• Define an order in which a security
policy must be evaluated. Lower
numbers are placed ahead of
higher numbers. For example, a
security policy with an order set to
100 is evaluated before a security
policy with an order set to 200.
• Enable or disable a security policy.
When you disable a security policy,
it implies that a security policy will
be associated with the document
type, but will not be considered for
evaluation.
Retention Policies Retention policy associated with the
document type.
The retention policy combines the
retention period (determines how
long a document should be saved)
and HR criteria (filters who the policy
is applicable to).
See Add or modify a retention policy.

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Tab Description
Legal Holds Shows any legal holds placed on the

document type with reason, date,
and time stamps.
5. After adding or editing the retention policy, click Save to remain on the
Document Type form or click Submit to return to the Document Type list.
Define how long to retain employee documents

A retention period defines how long an employee document should be saved
before being discarded. Retention periods are combined with conditions or
criteria to form a retention policy.
Before you begin

Note: Retention periods are unique and cannot be duplicated. Before you
can delete a retention period, you must be sure that a document type is
not associated with the retention policy.
Procedure
1. Navigate to HR Administration > Employee Documents > Retention Periods.
Retention Period form
Field Description
Title Name that describes the retention

period.
Date field Starting point of the retention
period. The fields that are available
depend on the Employee Document
[sn_hr_ef_employee_document]
table.
Fields from the Employee Document
table used to define the beginning of
the retention period.
Dot-walk and select a field to
determine the starting point of the
retention period.

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Field Description

retention period.
Date offset type Offset that determines if the retention
period should start before or after
what was selected in the Date field.
Combined with the Date field,
Date offset units, and Date offset
quantity determines the length of the
retention period.
For example:
• Date field = Created
• Date offset type = After
• Date offset units = Years
• Date offset quantity = 1
Using this configuration, the retention
period is one year after the created
date of the document.
Date offset units Unit of time that determines if the
retention period should be measured
in months or years.
Date offset quantity Number of months or years before or
after the Date field selection.
Add or modify default retention policies

Default retention policies ensure that employee documents are not mistakenly
purged. When a retention policy has not been assigned to a document type,
the default retention policy is used.
Before you begin

About this task

You can edit default retention policies.
The HR Service Delivery base system provides default retention policies for each
employee document associated with a Center or Excellence (COE) table.

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Default retention policies are assigned to all documents that fall under a COE
and the retention period is indefinite and never purged.
Note: If you change the default retention period, all new documents
are assigned the new period, but existing documents still use the original
retention period.
Default retention policies cannot be deleted when being used by a document

type. Only one default policy for a COE is allowed.
Once a purge date is calculated and a legal hold is placed, the purge date
does not change.
Procedure
1. Navigate to HR Administration > Employee Documents > Default Retention
Policies.
2. Click New to create a default retention policy or on an existing policy to edit.
Default Retention Policy
Field Description
Table COE table employee documents are

associated with when the HR Service
Delivery is licensed and activated.
Retention period Retention period identifying how long
the document is retained.
The only field you can edit.
default retention policy.
Add or modify a retention policy

Set policies determining how long documents should be retained and who is
covered. Retention policies combine the retention period and conditions or
criteria.
Before you begin


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About this task
Regulations, laws, and your company policies determine how long documents
should be retained.
Once a purge date is calculated and a legal hold is placed, the purge date
does not change.
To ensure that there are no accidental purging, the base system provides
default retention policies. When a retention policy has not been assigned to a
document type, the default retention policy is used.
When a document type is covered by multiple retention policies:
• The policy with the longest retention period applies.
• When there is a non-default default retention policy and a default retention
policy with a retention period of indefinite, the non-default retention policy
applies. Assuming the HR criteria matches and the retention period is
applicable.
Retention policies have a one-to-one relationship to a document type, you

cannot have the same retention policy for multiple document types.
Note: You can use the same retention period for multiple retention policies.
When you have multiple retention policies, but there is an overlap in criteria, the
retention policy with the longest retention period is used.
For example: Document type = Disciplinary Notice
• Retention policies:
◦ US employees (retention period = End Date + 7 years)
◦ US contract employees (retention period = End Date + 5 years)
• If a user is both a US employee and contract employee, the US employees
retention policy is used because it has a longer retention period.
Note: You can use the default retention policy for all document types.
The default retention policy defines that all employee documents are
retained while an employee is a current employee of your company. Once
an employee leaves the company, a second retention policy is triggered
based on HR criteria. When an employee does not satisfy the HR criteria
and leaves the company, the original default retention policy is still in
effect. The employee documents are retained indefinitely.

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Procedure
1. Navigate to HR Administration > Employee Documents > Retention Policies.
2. Click New or an existing retention policy to edit.
Retention Policy form
Field Description
Applies to Employee Document

table and document type
associated with the retention policy.
Select a table and document type
the retention policy is based on.
HR criteria Who the retention policy applies to.
For example, you can select HR
criteria based on a country. This
criteria ensures everyone based in
the selected country has the same
retention policy.

Global.
Retention period How long an employee document
should be saved.
Active Indicates if the retention policy is
active and in use.
Note: Default retention policies

cannot be deactivated.
Add or modify default security policies

Default security policies ensure that employee documents are secure. The
HR Service Delivery base system provides default security policies for each
document type and determines who can access and has purge authorization.

1387
Before you begin
Users are granted access to employee documents by:
• Groups
• Roles
• Both groups and roles
The security policy can require authorization to purge and requires a user to
belong to the group that has purge authorization.
See Manage HR Groups and Manage HR roles.
Procedure
1. Navigate to HR Administration > Employee Documents > Default Security
Policies.
2. Click New or an existing default security policy to edit.
Security Policies fields
Table Description
Description Phrase that describes the HR

employee document security policy.
security policy.
Active Option for enabling or disabling the
security policy.
it implies that the security policy will
evaluation.
Applies when Filters defining additional conditions
on a security policy.

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Table Description
Note: You can apply conditions

only on the Effective date,
Employee, HR case, HR profile
and Payroll country fields.
Add or modify document security policies

Many employee documents contain confidential and personal information.
Use document security policies to define access to employee documents and
ensure that they are secure.
Before you begin

Role required: sn_hr_ef.admin
About this task

You can determine who can read, write, or authorize purging of documents by
adding or modifying document security policies.
Note: You can provide employees visibility into their own employee
documents through their HR profile. Check the Employee access box on
the Document type form. See Define policies for a document type.
Users are granted access to employee documents by:
• Groups
• Roles
• Both groups and roles
The security policy can require authorization to purge and requires a user to
belong to a group that has purge authorization.
See Manage HR Groups and Manage HR roles. Or see Groups and Roles.
Procedure
1. Navigate to HR Administration > Employee Documents > Security Policies.
2. Click New or an existing security policy to edit.

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Security Policies fields
Table Description
Description Phrase that describes the HR

employee document security policy.
security policy.
Active Option for enabling or disabling the
security policy.
it implies that the security policy will
evaluation.
Applies when Filters defining additional conditions
on a security policy.
Note: You can apply conditions

only on the Effective date,
Employee, HR case, HR profile
and Payroll country fields.
Use the three tabs to determine what groups or roles are required to search,
access, and edit meta data for an employee document by document type.
You can also define what groups receive purge notifications or can authorize
purging of employee documents.
Security Policy tabs
Tabs Description
Read Groups: Groups a user must belong

to search and read an employee
document with the associated
document type and security policy.
Roles: Roles a user must have to
search and read an employee
document with the associated
document type and security policy.

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Tabs Description
Note: Users with the

Employee Document
Management Reader
[sn_hr_ef.document_reader]
role must also be added here
to search and read documents
associated with the document
type and security policy.
Match all: Determines if both the

conditions for groups and roles must
be met for access.
Note: If you leave unchecked,

the user only has to meet
conditions from either Groups or
Roles, not both.
Write Groups: The groups a user must
belong to access.
Roles: Roles a user must have
to search, read, and create an
employee document with the
associated document type and
security policy.
Note: Users with the Employee

Document Management Writer
[sn_hr_ef.document_writer]
role must also be added here
to search, read, and create
documents associated with the
document type and security
policy.
Match all: Determines if both the

conditions for groups and roles must
be met for write access.

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Tabs Description
Note: If you leave unchecked,

the user only has to meet
conditions from either Groups or
Roles, not both.
Authorize Purge Authorization is required to purge
documents, or send a notification
before the purge process runs.
Groups: Group a user must belong
to authorize or be notified of an
upcoming purge.
Note: Only one person in the

group is required to authorize.
4. Click Save and the Document Types related list appears.

5. Click New and you can create a document type to be associated with the
security policy.
Managing employee documents

Use Employee Document Management to search, create, move, or manage
legal holds on employee documents.
Employee Document Management is your virtual file cabinet containing any
or all your organization's employee documents. With Employee Document
Management, you can:
• Search for employee documents:
◦ There are many ways you can use to narrow down your search for
employee documents.
• Create employee documents:
◦ Employee documents can be added directly to the document repository.
◦ When combined with HR Service Delivery, HR agents can move documents
from an HR case or add directly to the document repository.
• Place an HR profile or document type on legal hold:
◦ Placing an HR profile or document type on legal hold prevents associated
employee documents from being purged after the retention period has
been reached.
• Move employee documents:

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◦ When employee documents are attached to an HR case, you can manually
move them to the document repository. Or, you can configure HR services
to automatically move employee documents when the case is closed/
complete.
• View employee documents: Employees can view their own employee
documents on the service portal or Employee Center. Here Define policies for
a document type is how you give them access by document type. The base
system provides example document types.
Searching for employee documents

Search for and view employee documents using different filters from the
employee document repository. You can also download documents for audit
purposes.
Before you begin

Role required: sn_hr_ef.document_reader
About this task

Employee Documents is the repository for employee documents. No matter how
large your repository of employee documents is, you can search on the fly or set
up pre-set search filters to find the documents you need quickly.
Procedure
1. Navigate to HR Profile > Employee Documents > Search Documents.
2. Use the column filters to identify documents you are looking for.
For example, sorting on the Employee column shows all documents by
employee.
3. To download documents, select the check the box next to the documents
and then select Download from the Actions choice list.
Downloading multiple documents with the same name appends each
document with the employee name. A number is added when documents
are still duplicated.
4. To view more information about a document, click the document name.
If Yes is checked in the sn_hr_ef.enable_document_viewer Employee
Document Property, the employee document appears. You can only view
PDFs. You can download and view or rename any type of document.
Create or modify an employee document

With the employee document writer [sn_hr_ef.document_writer] role, you can
create or upload an employee document directly to the employee document
management repository.
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Before you begin
Role required: sn_hr_ef.document_writer
About this task

Documents can also be uploaded from the HR case form and then moved to
the document repository.
Note: Employee documents can also be moved from the HR case form
automatically when the case is closed by configuring the HR service. For
information on configuring this feature, see Configure an HR service.
Procedure
1. Navigate to HR Profile > Employee Documents > Create New Document.
Employee Document form
Field Description
Document Employee document to upload.

Click Choose File to upload an
employee document.
Note: By default, the maximum

size of a document allowed
is 30 MB. The default can be
changed from the Maximum
file upload size in megabytes
field in Employee Document
Properties. For more information,
see Properties for Employee
Document Management
application.
After selecting a document, the

read-only fields show the file size, file
format, created on, and created by.
The viewer within the UI only supports
viewing .pdf documents. Other types
of documents can be downloaded
and then viewed.
For optimal search results, do not
use dashes (-) in the name of the

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Field Description
document. Using full words separated

by spaces or underbars provides
better search results.
The Enable "Document Viewer"
to preview pdf documents in the
Employee Documents property
must be checked Yes to view .pdf
documents.
Note: Viewing documents is

not supported for FedRAMP,
on-premise customers, mobile
devices, customers using edge
encryption, or encryption
support.
Description Description of the employee
document.
Employee Name of the employee the
document is associated with.
Payroll country Payroll country of the employee at
the time of document creation.
Note: When you upload the

document or move the case
attachments to employee file,
the value in the Payroll country
field defaults to the user profile
of the employee.
Document type Document type associated with the
employee document.
Document types provide
categorization and the retention
policy.

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Field Description
Note:
• You can read and write a
document only if you fulfill the
read or write configuration
requirement of at least one
security policy associated with
the document type.
• You can purge a document
only if you fulfill the purge
authorization configuration
requirement of at least one
security policy associated with
the document type.
• You can receive a purge
notification only if you fulfill
the purge authorization or
notification configuration
requirement of at least
one security policy that
is associated with the
document type.
Effective date Date and time from when the
employee document is valid. In
general, effective date takes the
date of document creation, except
in cases of contractual agreements.
For example, the pay increase or
promotion might come into effect
from a date different from the date
of the performance appraisal.
HR case HR case number the employee
document is associated with when
moved from an HR case.
Purge hold Purge hold status of a document.
• Pending purge authorization: Purge
notification has been sent out,
but authorization has not been
received.

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Field Description
• Purge Approved: Purge

authorization was received, the
document is scheduled to be
purged.
• Purged Rejected: Purge
authorization was rejected, the
document is not scheduled to be
purged.
The security policy associated
with a document type sets purge
authorization. The following roles
have permission to change purge
authorization:
◦ EF admin [sn_hr_ef.admin]
◦ Employee File Management
Manager [sn_hr_ef.manager]
3. Click Submit to create the employee document record.

The Employee Document Audit Trail related list tab appears.
Provides view of all actions for an employee document from creation or
uploaded to the time it is purged.
The following actions are captured:
• Record created
• Fields updated
• Attachment removed
• Attachment updated
• Attachment renamed
• Platform tag added
• Platform tag removed
• Document viewed
• Document downloaded
• Document downloaded by employee on Employee Center

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Move employee documents to the document repository
You can move employee documents from an HR case to the employee
document repository. You can also move employee documents automatically
by HR service when an HR case is closed complete.
Before you begin

Role required: sn_hr_ef.document_writer or sn_hr_core.case_reader
About this task

Employee documents can also be added directly to the employee document
repository. The employee document repository provides a central repository
for quick and easy identification using different sorting features. See Create or
modify an employee document.
Procedure
1. Navigate to HR Case Management > All HR Cases.
2. Select a case that has employee documents attached.
From the list view, there is no way to identify HR cases with employee
documents attached. The HR case number or the Opened for person are
required to locate an HR case.
3. From the form header, click Move Attachments.
The Move Attachments to Employee File menu appears.
4. Select the check box next to the documents you want to move.
The Select COE for attachments to be moved and Topic Detail fields can be
modified, but only if the document was added under the wrong type of HR
case.
5. Select the Document Type for each document.
The document type determines categorization, who can access it, and the
retention policy. If no document type appears for the associated topic detail,
one should be created to ensure correct categorization. See Define policies
for a document type.
6. Click Move Selected.
Results
The employee documents move from the HR case to the employee document
repository. After an employee document is moved, the file name, format, and
size are copied from the attachment to the document.
Note: You can also automate this process by checking the Automatically
move attachments box from HR services. See Configure an HR service.

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What to do next
Once you have moved the attachments, the attachments are displayed in the
Employee Documents section in the case.
Add or remove a legal hold for employee documents

Legal or litigation holds prevent the deletion of documents related to a
document type or all employee documents for an HR profile.
Before you begin

Role required: sn_hr_ef.admin, sn_hr_ef.manager, sn_hr_core.profile_writer,
sn_hr_ef.legal_hold_writer
About this task

A legal hold suspends all retention policies for associated employee
documentation.
Note: If you are logged in as System Admin [admin], ensure that you are
viewing in the Employee Document Management scope. If you change
your scope, you also have to refresh the page.
Procedure
2. Select an HR profile you want to place on legal hold.
3. Click Add Legal Hold in the form header.
4. From Add legal hold on this profile, select a reason and add comments.
5. Click OK.
6. Add comments.
7. Click OK.
8. To place a document type on legal hold, navigate to HR Administration >
Employee Documents > Document Types.
9. Select a document type.
10. Click Add Legal Hold. The Add Legal Hold button is in the form header.
11. Add comments.
12. Click Ok.
13. Click Update.
All documents associated with the document type are placed on legal hold
and are not purged based on the retention policy.

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Add legal hold to multiple HR profiles
Add legal hold to multiple HR profiles at one time. Legal or litigation holds
prevent the deletion of employee documents for an HR profile.
Before you begin

Procedure
2. In the list view, select all the HR profiles on which you intend to apply legal
hold.
3. In Actions on selected rows, select Add Legal Hold.
4. In the Add legal hold dialog box:
a. In the Reason field, select a value.
b. In the Comments field, add more details.
c. Click OK.
Employee documents of selected HR profiles are placed on legal hold and
are not purged based on retention policy.
Add legal hold to multiple document types

Add legal hold to multiple document types at one time. Legal or litigation holds
prevent the deletion of documents related to a document type.
Before you begin

Procedure
1. Navigate to HR Administration > Document Types.
2. In the list view, select all documents on which you intend to apply legal hold.
3. In Actions on selected rows, select Add Legal Hold.
4. In the Add legal hold dialog box:

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a. In the Reason field, select a value.
b. In the Comments field, add more details.
c. Click OK.
Documents associated with selected Document Types are placed on legal
hold and are not purged based on the retention policy.
Manage documents on legal hold

You can view a list of all document types or HR profiles that are currently under
or had been under a legal hold. You can review the reasons a document type
or HR profile was placed on legal hold and remove the legal hold.
Before you begin

Role required: sn_hr_ef.legal_hold_writer
About this task

Legal holds are placed on employee documents by HR profile or by document
type. See Add or remove a legal hold for employee documents.
Procedure
1. Navigate to HR Administration > Employee Documents > Legal Holds.
2. Select a document type or HR profile.
3. Change the Legal hold reason if applicable.
4. Enter Comments.
5. Click Update.
View employee document purge logs

For optimal system performance and depending on your internal processes,
employee documentation is purged based on the security policy established by
your company.
Before you begin

About this task

Purging permanently deletes employee documents from the instance. Purging
frees up overall storage.

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• The purge log shows what documents were deleted.
• Attributes of the deleted documents are stored.
• The default attributes that identify deleted documents are employee and
HR case number. You can change the default in the Properties for Employee
See Properties for Employee Document Management application.
Procedure
Navigate to HR Administration > Employee Documents > Purge Logs.
A list of purged documents with the fields specified in the These fields will be
included in the purge logs if enabled of Properties for Employee Document
Management Application appear.
Employee Document Management dashboard

Gain insight into macro trends more efficiently on a single dashboard-style page
showing you important metrics on employee documents, status of purging and
purge settings, and legal holds.
Activating the Performance Analytics - Content Pack - Human
Resources Employee Document Management Scoped App
[com.sn_hr_employee_files_pa] plugin enables the Performance Analytics
reports and dashboard for the Employee Document Management.
For more information on configuring your dashboard, see Dashboards overview.
The Employee Documents Dashboard has two tabs:
• Documents and Purging
• Legal holds
Documents
Provides totals for:
• Total Documents
• Documents Added in Last 30 Days
• Employees without Documents
• Unused Document Types
Also provides totals for:
Purging

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Provides totals for:
• Pending Purge Authorization
• Purged Rejected
• Purge Date Not Calculated
• Purge Authorization Approver Group
• Purge Date Passed
• Purge Schedule for Next 6 Months
Legal holds
Shows number of legal holds for:
• Employees
• Document Types
• Documents
• Documents on Legal hold
Note: You can also group and stack your data by different
categories.
View Employee Document Management Dashboard

The Employee Document Management Dashboard provides a quick and easy
way to view statistics about the purge and legal hold status of your employee
documents.
Before you begin

Procedure
1. Navigate to HR Administration > Employee Documents > Dashboard.
2. The Documents and Purging tab shows by default. Click the Legal Holds tab
to view the number of employees, document types, and documents on legal
hold.
Employee document management bulk imports

Use the Employee Document Management Bulk Imports feature to copy your
employee documents from an external third-party cloud-based storage or a
local network directory to Employee Document Management. Having your

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employee documents within HR Service Delivery makes administration efficient
and convenient.
If you currently store your employee documents outside of HR Service Delivery,
you can consolidate and maintain these documents over the duration of your
employees tenure.
Your current document repository

Where you currently store your employee documents determines bulk import
configuration. The Employee Document Management bulk imports feature
provides integration with:
• Local document storage solution.
• Third-party, cloud-based document storage solutions.
Configuring local document storage

Activating the Orchestration [com.snc.runbook_automation] plugin is required
for importing employee documents from a local document repository.
Note: Java JRE 6 or later is also required.
The process for configuring HR Service Delivery with a local document repository
is:

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1. Configure HR Service Delivery to communicate with the source location from
Employee Document Import Configuration.
Before you can configure a local document storage, ensure that a MID
Server is configured and available. A MID server is required to facilitate
communication and movement of data between a ServiceNow instance and
applications, data sources, and services.
• Only Secure Shell Protocol (SSH) credentials are supported.
• The MID server can be on a Windows or Linux server. The server that hosts the
files to be imported must be non-windows.
Note: Other methods of configuring your local document storage

requires custom development.
Create a credential to use for authentication with the local document
storage. See Set up SSH credentials to the MID Server .
Note: When connecting to a local document repository, you may need

to grant admin rights.
2. Create or edit the Verify source step. This step creates a source step required
to validate the connection between your local directory and Employee
Note: Having your source employee documents in a central repository,

simple directory structure, and consistent file naming convention is highly
recommended and reduces errors.
3. Run the Start verify source job to verify the connection and validate source
employee documents are identified and located.
4. Create or edit the Employee Document Import Sources. This step identifies the
source documents you want to import from your local document storage to
Employee Document Management.
5. Run the staging job. This step saves information about your source employee
documents into the Employee Document Staging [sn_hr_ef_import_staging]
table. All required information to import the employee document is contained
in this record.
6. Verify that steps 3 and 4 are correct by viewing your staging records. You can
fix errors in the staging table.

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7. Create or edit the Capture Source step. This source step imports the
staging records and source employee documents to Employee Document
Management.
8. Start the Capture job that processes the staging records that have a state of
Ready and pulls or looks up the source employee documents. Your source
employee documents are copied to Employee Document Management.
Configuring third-party, cloud-based document storage

Activating the ServiceNow IntegrationHub Installer
[com.glide.hub.integrations] plugin is required for importing
employee documents from a third-party, cloud-based document
repository.
You need the following to configure with your third-party cloud-based (source)
document repository:
• The URL to your source document repository.

• Credential alias.
The process for configuring HR Service Delivery with a third-party cloud-based

document storage is:

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1. Configure HR Service Delivery to communicate with the third-party, cloud-
based source document repository.
2. Create or edit the Verify source step. This step creates a source step required
to validate the connection between your third-party, cloud-based document
repository and Employee Document Management.
Note: Having your source employee documents in a simple directory

structure and consistent file naming convention is highly recommended
and reduces errors.
3. Run the Start verify source job to verify your connection from your third-
party, cloud-based document repository is communicating with Employee
4. Create or edit the Directory import sources step. This step identifies the
directory your source documents are located in your third-party, cloud-based
document storage.
5. Create or edit the File import sources step. This step identifies the source
documents you want to import from your third-party, cloud-based document
storage to Employee Document Management.
6. Run the staging job. This step saves information about your source employee
documents into the Employee Document Staging [sn_hr_ef_import_staging]
table. All required information to import the employee document is contained
in this record.
7. Verify that steps 3 and 4 are correct by viewing your staging records. You can
fix errors in the staging table.
8. Create or edit the Capture Source step. This source step imports the
staging records and source employee documents to Employee Document
Management.
9. Start the Capture job that processes the staging records that have a state of
Ready and pulls or looks up the source employee documents. Your source
employee documents are copied to Employee Document Management.
File size limitations

The base system allows you to import employee documents that are 30
megabytes or smaller.
Use the sn_hr_ef.max_file_size field in the Properties for Employee Document
Management Application to set the maximum file size allowed.
Note: Increasing the maximum size can affect system performance.

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For more information, see Properties for Employee Document Management
application.
Use import mapping to locate and transform source employee documents

Import mapping locates your source employee documents from your source
document repository and transforms them to import them to Employee
Import maps define mapping variables used to acquire meta data from
the source document repository. It also allows you to correctly identify the
employee documents you want to import and maps them to required elements
in Employee Document Management.
The required elements for a local network directory:
• Employee name
• Document type
• File name
The required elements for a third-party, cloud-based directory:

• items
• item
• Employee name
• Document type
• File name
• url
Parsing for fields and values from an output file

If your source document repository provides an output file, you can transform
mapping locates, parse, and map the output file into values that Employee
Document Management requires. To transform an output file, do the following:
• Create a Field mapping type that finds an array of items in the output file
(JSON is an example of an output file).
• Create a Field mapping type that for each item in the array that locates the
file ID.
• Create a Field mapping type that locates the employee mapped element.
• Create a Field mapping type that locates the docType mapped element.
• Create a Field mapping type that locates the fileName mapped element.
• Create a Field mapping type that locates the url mapped element.

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Extracting from a file name
If your source employee documents have:
• A consistent naming convention.
• The employee file has all required meta data in the file name.
You can use import maps to locate and transform the source employee
document into values that Employee Document Management requires.
For example, your employee documents have a consistent naming convention:
• Abel_Tuter_LOARequestLeave.pdf
You can map parts of the file name to the required elements for Employee
Document Management:
• Employee name: abel.tuter
• Document type: LOARequestLeave
• File name: Abel_Tuter_LOARequestLeave.pdf
Scripting
You can also use scripts to map source elements to the required map elements
for Employee Document Management. See Scripts.
Note: The base system provides import map examples you can use as
models.
Configuring employee document management bulk import with source

document repository
Use Employee Document Import Configuration to identify and communicate
with the source document repository. The source document repository is where
you currently store your employee documents.
Before you begin

Role required: sn_hr_ef.admin, sn_hr_ef.document_import
About this task

Before you can move your employee documents from your source document
repository, you must:
• Identify the type of repository you are pulling documents from.
• Identify the URL and credentials from the repository you are pulling documents
from. Or, identify the directory you are pulling documents from.
• Test to make sure that there is communication from your source repository and
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Procedure
1. Navigate to HR Administration > Bulk Import > Import Configuration.
Employee Document Import Configuration
Fields Description
Name A descriptive name that identifies

your employee document bulk
upload configuration.
Source type Identifies the source you are moving
employee documents from.
• Local: The source employee
document repository is local.
• URL: The source employee
document repository is cloud-
based.
Host Appears when Local is selected from
Source type.
The IP address of the local source
employee document repository you
are pulling from.
When pulling from a local directory,
the IP address of the source
connected via the MID server.
URL Appears when URL is selected from
Source Type.
The URL of the source third-party,
cloud-based document repository.
Directory The directory in the source employee
document repository you are pulling
from.
For Local source type, you can
specify a recursive directory structure.
For third-party, cloud-based (URL)
source type, you can only specify the
root directory.

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Fields Description
Note: If you have multiple

directories in your third-party,
cloud-based repository, a
separate Employee Document
Import Configuration is required
for each one. Use the Clone
Configuration button to make
cloning easier.
Staging record state The state assigned to the imported
employee document staging records
before being inserted into the
employee documents.
• Draft: Allows you to verify the
staging records prior to inserting
into the employee documents.
Note: Use the Draft state

as the default in a testing
environment when adjusting
your mapping configurations.
Employee documents that
have a Draft state must be
changed to Ready before the
Capture step can process it.
• Ready: When the staging records
for employee documents are
accurate and does not require
verification, use this state. You
can still fix any errors that occur.

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Fields Description
The state changes to Error when

verification cannot be confirmed.
Note: Use the Ready state as

the default in a production
environment after testing
ensures that your mapping
configurations are error-
free. Employee documents
in the Ready state process
automatically in the Capture
step.
Credential alias The connection and credential
alias ID that labels a credential or
connection record. The credential
alias is required to connect to the
local source document repository.
The credential alias is configured
from the local document repository.
The credentials to access the local
document repository are stored on
the instance and tagged with the
alias.
Domain Automatically populated via
domain separation and identifies the
specific domain you are configuring
employee documentation bulk
uploads for.
Log mapping Indicates that you want to write
debug statements to the system log
during the staging phase.
Log mapping provides an
easier debugging of mapping.
Recommended when first configuring
bulk imports during the testing phase.

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Note: For more information on credentials and aliases, see Introduction
to credentials, connections, and aliases.
For more information on domain separation, see Domain separation and
HR Service Delivery.
3. Select Save, Submit, or Update.
The Employee Document Import Sources and Employee Document Import
Map tabs appear.
Create or edit import configuration

To import employee documents, map the source employee documents
from your local document repository or third-party cloud-based repository to
Before you begin

Role required: sn_hr_ef.document_import
About this task

For a local document repository, name mapping acquires file meta data from
the file name.
Procedure
1. From Employee Document Import Configuration form, click the Employee
Document Import Map tab.
2. Click New or on an existing import configuration.
Employee Document Import Map
Field Description
Configuration The name of the employee

document bulk import configuration.
See Configuring employee
document management bulk import
with source document repository.
Mapping type Defines how you are locating the
source employee documents within
your source document repository.

1413
Field Description
• Field: Indicates that within an array

of information about your source
document you want to identify a
specific part of the array to map.
• Value: Indicates that you are
identifying a specific term within
an array of information from your
source document you want to
map.
Regex The regular expression string that
identifies files you want to include
from the source repository.
For example, (\w+)_(\w+)_(\w+).(\w
+) matches file names that contain
alphanumeric, underscore, and a
period. Once you have identified
specific parts of information in the
array, you can then map it.
The more consistent your existing
naming convention, the easier to
locate your employee documents
from your source repository,
Replace The information you want the
source employee document to
contain when imported to Employee
For example, the array for your
source employee document has
school. You want the new value to
equal transcripts for document type.
Enter:
• Replace: transcripts
• Mapped element: docType
• Source element: school

1414
Field Description
Note: You can also use regular

expressions (RegEx) to define
the replacement value. When
using RegEx, use a regular
expression test site to ensure
correct parsing.
Mapped element Determines what meta data field is
acquired and the value included in
the final staging record created.
Fields from the Import Document
Staging [sn_hr_ef_import_staging]
table that you want to map your
source employee documents to.
The base system provides the
following fields you can map your
source employee documents to:
• docType: Document type
• fileName: File name
• employee: Employee name
Source element The field or value from a local or
third-party cloud-based employee
document repository you want
to map to Employee Document
Management.
For example, if your source file name
contains the employee name, you
can use the employee name as the
source element and use the Mapped
element of employee.
Filter regex A regular expression sequence that
matches text found in the array from
your source employee document
repository. Use this field to refine your
identification of source employee
documents.
Filter field Locates specific text found in the
array of information returned from

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Field Description
the source repository when files

matching the Regex are imported.
Note: You can also use regular

expressions (RegEx) to define
the replacement value. When
using RegEx, use a regular
expression test site to ensure
correct parsing.
Use this field to help refine the

information you want mapped.
For example, to import
only files with a file name
formatted first_last_xxx.pdf
(abel_tuter_tuition.pdf):
• Regex: (\w+)_(\w+)_(\w+).(\w+)
• Mapped element: fileName
• Source element: fileName
• Filter field: .pdf
File name example

The example file name is abel_tuter_tuition.pdf.
To find and extract the file name from the source repository, see
this example:

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The import map is looking for a source element called fileName.
The import map is going to translate this source element to a

mapped element called fileName.
The Regex is looking for the format of the file name

first_last_xxx.pdf.
File name to employee name example

From the file name, the employee name is extracted. Employee
name is a requirement for Employee Document Management.

1417

mapped element called employee.
The Regex is looking for the format of the file name to be

first_last_tuition.pdf (\w+)_(\w+)_(\w+).(\w+).
It replaces the original file name with first.last ($1.$2)
File name to document type example

From the file name, the document type is extracted. Document
type is a requirement for Employee Document Management.

mapped element called docType.

It creates a docType of tuition ($3).

Create or edit the verify source step

Use Employee Document Import Jobs to create a Verify source step. Verify
is required to validate the connection between your local directory or your

1418
third-party, cloud-based document repository and Employee Document
Management. The Verify source step also validates that source employee files
are there to be processed.
Before you begin

About this task

The base system provides a sample Verify source step you can use as a model.
Procedure
1. Navigate to HR Administration > Import Configuration.
2. Click an existing Import Configuration record.
3. From the Employee Document Import Source tab, click an existing Verify
source step or New.
4. Fill in or edit the form.
Employee Document Import Source — Verify
Field Description
Configuration A descriptive name that identifies

Source step The import step that makes up the
import job. Select Verify.
• Verify: Ensures the connection
between the Employee Document
instance and source repository
(third-party cloud-based or local)
is configured correctly and can
communicate.
Import type The import type that drives the source
step. You can select the method that
drives the source step.
• Sub flow: A workflow launched
by another workflow to drive the
import step. See Workflows used as
subflows.

1419
Field Description
• Flow action: The Flow Designer

action that drives the import step.
See Flow Designer.
• Workflow: An automated way to
provide a multi-step process. See
Workflow.
• Script: Use to automate the import
step. See Scripts.
Application The application the import source is
used in.
uploads for.
Sub Flow The subflow, flow action, workflow,
Action or script that launches the source
step based on the import type. For
Workflow example, if you are using Flow Action
Script as your Import type, the Action drop-
down appears to select the action
you previously created.

6. Click the Start verify configuration related link to start the verify job.
The Employee Document Import Jobs tab appears with the Verify job in the
Queued state.
7. Reload the form to see if the import step validated.
Validated indicates that the credentials are correct, the directory is valid, and
shows the number of source employee files found in the directory.
Create or edit the stage directory lookup source step

Use Employee Document Import Jobs to create or edit the Stage Directory
source step.
Before you begin


1420
About this task
Stage directory is required to locate your source employee documents from
your local or third-party, cloud-based document repository. This step also uses
the mapping to parse file names and create a record in the staging table for
each of the files with the parsed data.
The base system provides a sample Stage - Directory source step you can use as
a model.
Procedure
3. From the Employee Document Import Source tab, click an existing Stage -
Directory source step or New.
Employee Document Import Source — Stage - Directory
Field Description

The name comes from the Employee
Document Import Configuration. See
Configuring employee document
management bulk import with source
document repository.
import job. Select Stage - Directory.
• Stage — Directory: Ensures that the
employee documents from the
source repository are located and
mapped correctly.
subflows.

1421
Field Description

See Flow Designer.
Workflow.
step. See Scripts.
used in.
uploads for.
Create or edit the stage file source step

Use Employee Document Import Jobs to create or edit the stage file source step.
Stage file is required to stage your source employee documents from your third-
party, cloud-based document repository.
Before you begin

About this task

The base system provides a sample Stage - File source step you can use as a
model.

1422
Procedure
3. From the Employee Document Import Source tab, click an existing Stage - File
source step or New.
Employee Document Import Source — Stage - File
Field Description

import job. Select Stage - File.
• Stage — File: Ensures that the
employee documents from the
source repository are located and
mapped correctly.
subflows.
See Flow Designer.

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Field Description

Workflow.
step. See Scripts.
used in.
uploads for.

6. Click the Start staging job related link. The staging job verifies that the source
document directory and source files can be staged.
The Employee Document Import Jobs tab appears with the Stage import step
in the Queued state.
7. Reload the form to see if the Stage import step completed.
The Employee Document Staging tab appears. You can view all source
documents that are in the staging table and make corrections if necessary.
See Correcting employee documents in the staging table.
8. Change staged documents that have a state of Draft to Ready. Staged
documents must be in Ready state for it to be picked up in the Capture step.
You can change the state by checking all staged documents that have a
Draft state and selecting Ready for import from Action on selected rows or
opening a specific staged document and selecting Ready for Import.

1424
Create or edit capture source step
Use Employee Document Import Jobs to create or edit the capture source step.
Capture is required to import your source employee documents from your local
or third-party, cloud-based document repository.
Before you begin

About this task

The base system provides a sample Capture source step you can use as a
model. The example for the local document repository provides a sample script
that can be used.
Procedure
3. From the Employee Document Import Source tab, click an existing Capture
source step or New.
Employee Document Import Source — Capture
Field Description

import job. Select Verify.
• Capture: Ensures that the
employee documents from
the source repository are
imported to Employee Document
Management.

1425
Field Description

subflows.
See Flow Designer.
Workflow.
step. See Scripts.
used in.
uploads for.

Run the Capture job after the Verify configuration and Staging jobs have run
successfully.
6. Click the Start capture job related link. The capture job imports the source
documents into Employee Document Management.

1426
The Employee Document Import Jobs tab appears with the Stage import step
in the Queued state.
7. Reload the form to see if the Stage import step completed and have a state
of Complete.
Bulk import map examples

Mapping your source employee documents to required elements in Employee
Document Management is crucial for a successful bulk import.
This topic provides examples on how to map your source employee documents
to the required elements in Employee Document Management. The values
provided are examples designed to guide you through the import map
configuration.
Map fields and values directly from existing file names.

Using your existing employee document file names is recommended when your
source employee documents reside in a local repository.
For example, an employee document can have all the meta data in the file
name Abel_Tuter_tuition.pdf to map to Employee Document Management.
Note: When using regular expressions (RegEx) to define the replacement

value, use a regular expression test site to ensure correct parsing.
File name example

The example file name is abel_tuter_tuition.pdf.
To find and extract the file name from the source repository, see this
example:

1427

mapped element called fileName.
The Regex is looking for the format of the file name first_last_xxx.pdf.
File name to employee name example

From the file name, the employee name is extracted. Employee
name is a requirement for Employee Document Management.

1428
mapped element called employee.

It replaces the original file name with first.last ($1.$2)
File name to document type example

From the file name, the document type is extracted. Document
type is a requirement for Employee Document Management.

mapped element called docType.

It creates a docType of tuition ($3).
Note: Having the source employee documents in a central repository,

simple directory structure, and consistent file naming convention are highly
recommended and reduces errors.

1429
Parse and map fields and values from a JSON output
Using a JSON output is recommended when your source employee documents
reside in a third-party, cloud-based repository.
Map record for element item
Field Description
Mapping type Field

Mapped element items
Looks for the items mapping element
in an array of items in the folder.
This mapping is used after Stage —
Directory import source.
Source element entries
Source element in the JSON output
and represents the items in a folder.
For example, Box uses entries as the
source element.
Map record for element employee
Field Description
Mapping type Field

Mapped element item
Looks for item, an entry in an array of
items in the folder.
This mapping is used after Stage
— Directory import source to run
operations against a single item.

1430
Map record for element employee (continued)
Field Description
Source element id
For each item in the array, find the file
ID in the JSON output.
Filter regex file
Combined with the Filter field to
exclude subfolders.
Filter field type
Filter output to where the type field is
equal to file to exclude subfolders.
Add map records for element employee (continued)
Field Description
Mapping type Field

Regex (\w+)\s(\w+)
String translation to convert fname
lname to fname.lname.
Replace $1.$2
Converts files found in Regex field
fname lname to fname.lname.
Mapped element employee
Looks for employee mapping element.
Employee is a field in the file item.
This mapping is used after Stage — file
import source.
Source element owned_by.name

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Add map records for element employee (continued) (continued)
Field Description
Looks for name in owned_by object.

Bypass nested objects with a dot
notation.
Filter regex
Add map record for element employee (alternative)
Field Description
Mapping type Value

Selecting Value maps the employee
element within an array of information
from your source document to a
specific value in Employee Document
Management.
Replace david.loo
The value you want to replace the
source element with in Employee
requires employee names to be
formatted fname.lname.
Mapped element employee
Looks for the employee mapping
element that is a field in the file item.
import source.
Source element davidl
Looks for the source value of davidl.

1432
This example illustrates how to use Value mapping to take an employee name
from your source document and map it to the format that Employee Document
Management requires.
Add map records for element docType
Field Description
Mapping type Field

Mapped element docType
Looks for the docType mapping
element embedded in the description
field in the file item.
import source.
Source element description
Looks for name in description.
Filter regex
Add map records for element docType (continued)
Field Description
Mapping type Value

Use Value to map a specific value
in your third-party, cloud-based
repository to a value in Employee
Replace employee verifications
Replace verification (source) with
employee verifications (Employee
Document Management).

1433
Add map records for element docType (continued) (continued)
Field Description

import source.
Source element verification
Look for the name value of verification
in the JSON.
Add map records for element docType (continued)
Field Description
Mapping type Value

Use Value to map a specific value
in your third-party, cloud-based
repository to a value in Employee
Replace transcripts
Replace school (source) with
transcripts (Employee Document
Management).
This mapping is used after the Stage —
file import source.
Source element school
Looks for the name value school.

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Add map record for element fileName
Field Description
Mapping type field

Mapped element fileName
Looks for the fileName mapping
element embedded in the name field
in the file item.
import source.
Source element name
Looks for filename in the description in
the JSON output.
Filter regex
Add map record for element url
Field Description
Mapping type field

Mapped element url
Looks for the url mapping element
embedded in the id field in the file
item.
import source.
Source element Looks for id in JSON output.

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Add map record for element url (continued)
Field Description
Note: some third-party, cloud-

based repositories use the file ID.
The capture import source builds
a URL from this value.
Bulk import mapping records

An example of Employee Document Import Map.
When a connection to your source repository is confirmed and import maps are
set up correctly, you can click Start staging job from Related Links.
Correcting employee documents in the staging table

Use the Employee Document Staging form to correct staging records prior to
importing to HR Service Delivery. Staging records are created after you have
mapped your source employee documents and the Start staging job has run.
Before you begin


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Procedure
1. Navigate to HR Administration > Bulk Import > Document Staging. Or, from the
Employee Document Import Configuration form, click the Start staging job
related link.
After the Employee Document Staging job runs successfully, you can review
and correct any errors.
2. Click an employee name.
3. Click the Validate button. The Verify Fields pop-up appears.
4. Edit incorrect information.
5. Click Complete.
6. Click Ready for Import. You can also correct fields from the Employee
Document Staging form.
Employee Document Staging
Fields Description
Employee Employee associated with the staged

employee document.
Document Type The document type you want
associated with the employee
document.
Document types categorize
your employee documents and
determine access and retention.
See Define policies for a document
type.
File name File name of the employee
document.
State The state of the employee
document.
• Ready: Document is ready to be
captured and moved to Employee
• Draft: Document ignored when
the Capture job is run and not
moved to Employee Document
Management.

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7. Click the Attachment Content tab.
Attachment Content
Field Description
Content source The type of source document

repository your employee documents
are being pulled from.
• URL: The source employee
document repository is cloud-
based.
• Local: The source employee
document repository is local.
Content The path in the source repository that
the staged document resides.
8. Click the Additional Information tab.
Additional Information
Fields Description
Job The name of the Employee

Document Staging job.
The job takes the document bulk
import configuration name.
Configuration The name of that identifies your
employee document bulk import
configuration. See Configuring
employee document management
bulk import with source document
repository.
Description Currently not used.
uploads for.

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Fields Description
For more information on domain

separation, see Domain separation
and HR Service Delivery.
9. Click Validate to ensure that the employee and document type are correct.
You can change this information from the pop-up.
10. After making changes, click Update.
The Employee Document Import Configuration form returns. You can continue
reviewing and correcting Employee Document Staging records.
11. After reviewing and determining the staging records look correct, click the
Start capture job related link to start the import process.
Employee Experience Pack

Employee Experience Packs are prepackaged configurations, content, and
workflows that you can use as is or customize for your own HR processes.
Employee Experience Packs reduce your time and effort to implement best
practices.
Applications
Applications for Employee Experience Packs may include:
• Case and Knowledge Management
• Employee Center
• Enterprise Onboarding and Transitions
• Content Delivery
• Content Automation
Note: The required licenses and plugins that you may

need depend on the type of experience that you are
implementing for your own HR processes.
Preconfigured package
Employee Experience Packs use preconfigured data,
configurations, and content so that customizing or starting from the
beginning is unnecessary, but you can still modify or create your
own experiences. Employee Experience Packs provide you with:

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• A complete implementation for a specific use case. An example
is Parental Leave of Absence (LOA).
Note: Parental LOA requires the HR Professional license. You

can submit a plugin request through the HI Portal Service
Catalog.
• Elements that your employees can use for self-help, such as
sample knowledge articles, virtual agent conversations, and
catalog items.
• Sample HR cases and tasks to help you manage your own HR
processes.
• Targeted and other content that helps you to engage with your
employees.
• Surveys, reports, or dashboards so that you can measure how
successful your program and processes are.
Employee Experience Packs

For information about Employee Experience Packs and content, see
the Employee Experience Packs on the SHARE site.
These Employee Experience Packs can guide you through the HR

processes that require configuration:
• Pre-built services
• Activities
• Communications
Parental leaves of absence

Use a prepackaged configuration or customize your own Employee Journey
for parental leaves of absence (LOAs) in your HR organization. Parental LOAs
include maternity, paternity, or adoption leave.
Parental LOAs require that you activate these plugins:
• Human Resources Scoped App: Parental Journey
[com.sn_hr_parental_journey] plugin
Note: This plugin activates the sn_hr_pj.min_admin_count system

property [sys_properties.list]. This property prevents you from deleting your
only Parental Journey admin user by requiring a minimum number (the
default is two) of active users with this role.

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• Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events]
plugin
The Lifecycle Events plugin requires:
• Human Resources Scoped App: Core [com.sn_hr_core] plugin
• Employee Center [com.sn_hr_service_portal]
Note: Parental LOA requires the HR Professional license. To get this license,
submit a plugin request through the HI Portal Service Catalog.
HR Case Management
You can standardize the documentation, interaction, and fulfillment
of employee inquiries and requests with the HR Case and Knowledge
For more information, see Case and Knowledge Management and HR
Administration.
With the HR Case and Knowledge Management application, you can manage
and modify the features that make up parental LOAs.
The features are:
HR Catalog
Provide an HR service catalog so that employees can request
services directly from HR.
See HR service catalog management.
The catalog items for parental leave are:

• Parental Leave of Absence Request
• Confirm your child's birth or adoption date
• How to pay Benefits contributions on Leave
HR case and task templates

Use HR templates that automatically populate some fields on an
HR case or task form that is based on an HR service to automate
your agent's work. HR templates also customize and automate the
catalog item request form for your employees.
See HR templates.
The HR case and task templates that are related to parental LOAs
are:
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HR templates HR templates
• Choose how to pay benefits • Confirm child's birth,

contribution during leave adoption, or placement date
[sn_hr_core_task] [sn_hr_core_task]
• Confirm that employee • Confirm employee's return to

has returned from leave work date [sn_hr_core_task]
[sn_hr_core_task]
• Confirm that employee's • Confirm that the employee

leave has started returned to work from leave
[sn_hr_core_task] [sn_hr_core_case_total_rewards]
• Create transition plan for • Employee survey for leave

leave [sn_hr_core_task] approval [sn_hr_core_task]
• Enroll child in benefits • Notify the manager of the

[sn_hr_core_task] employee's leave request
[sn_hr_core_case_total_rewards]
• Notify payroll of the • Order a company gift

employee's leave status card for the new child
[sn_hr_core_case_payroll] [sn_hr_core_task]
• Parental Leave Employee • Parental Leave of

Survey [sn_hr_core_task] Absence Request
[sn_hr_core_case_total_rewards]
• Pre-Leave pulse survey • Prepare a return to work

[sn_hr_core_task] plan for the employee
[sn_hr_core_task]
• Prepare returning employee's • Process benefits deductions

work setup [sn_hr_core_task] for an employee on leave
[sn_hr_core_case_payroll]
• Review request and • Schedule a one-on-one with

consult with employee Employee returning from
[sn_hr_core_task] Leave [sn_hr_core_task]

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HR templates HR templates
• Upload release to return • Upload your documents to

to work document confirm your parental leave
[sn_hr_core_task] [sn_hr_core_task]
HR Services
Provide HR services that are related to parental LOAs to your
employees.
See HR services.
The HR services for parental LOAs are:

• Confirm or update new child's info
◦ Order company gift for new child
◦ Update child's birth or adoption date in HR system
◦ Update Benefits with new child
• Confirm Return to work from Leave
◦ Confirm Employee has returned from Leave
◦ Update Leave Status to Completed
• Notify Manager of Leave of Absence Request
◦ Speak with your Manager
◦ Review Manager Guide to leaves of absence
• Notify payroll of employee's leave status
• Parental Leave of Absence Request
• Process Benefits deductions for an employee on leave
Knowledge articles
Provide employees with a searchable knowledge base of HR
policies, procedures, and other articles.
See HR Knowledge Management.
The knowledge articles for parental LOAs are:

• KB0010006 — Managers' Transition Plan guide for Leaves of
Absence
• KB0010004 — Manager Guide to Parental Leave

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• KB0010003 — Tips for discussing your leave of absence with your
manager
• KB0010002 — Sample Parental Leave Policy FAQ
• KB0010001 — How to prepare for your Parental Leave of Absence
• KB0000102 — Employee Leave of Absence
Provide focused and targeted information so that your HR
employees can complete an HR case faster and more efficiently.
See HR fulfillment instructions.
The HR Fulfillment Instruction for parental LOAs is:

• Parental Leave of Absence request instructions
HR Administration
Provide administrative services for the Case and Knowledge
See HR Administration.
The following are under HR Administration and Parental LOA as part

of Employee Journeys:
• Leaves of Absence show all employees that have requested

parental LOA and provides:
◦ Leave type
◦ Leave status
◦ First day of leave
◦ Estimated last day of leave
• HR criteria filters employees for campaigns, communication,
lifecycle events, knowledge articles, HR services, and content for
employees requesting or on parental LOA.

You can use the pre-configured data for Parental Leave of Absence to make
sure that your employees have a smooth transition process. The data has:

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• 1 Lifecycle Event
• 10 Activity Sets
• 28 Activities
See Enterprise Onboarding and Transitions.
Employee Center
Employees can use the pre-configured Employee Center to view information,
create inquiries or requests, and help them through each stage of the process.
For more information, see Employee Center.
Content Delivery
Content Delivery lets you create content for your employees that
you can deliver through the Employee Center. You can create
different types of information and target specific employees.
See Creating to-do content that appears in a banner or styled

content.

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Parental Leave Guide Pages
Employees can access the Employee Center at any time to learn
about the process. After the employee submits a parental leave
request, the employee receives lifecycle event and campaign
announcements on the Employee Center that link to pages that are
based on the particular stage in the process.
Content Delivery widgets provide examples that are

available to use as is or you can modify for your own process.
The portal content under Content Delivery contains content that

your company wants to appear on your Employee Center or portal.
The audience for this content are employees.
The portal content for parental LOAs include content under the
following:
Getting started
The following data, either links to content or rich text
that you can customize to better reflect your processes.

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• Getting Started: URL link
• Parental Leave Guide: URL link
• Pre-leave information: Rich text
Awaiting Approval
• Awaiting Approval: URL link
Planning Leave
• Planning Leave: URL link
On Leave
• On Leave: URL link
Planning Return
• Planning Return: URL link
Back at Work
• Back at Work: URL link
Content Experiences
Works with Content Publishing and the Employee Center to build
campaigns that target specific employees for defined dates and
times.
For more information about campaigns, see Campaigns for

Content Experiences.
The Parental Journey campaign has two campaign bundles and

two campaign contents. These content items add announcements
on the Employee Center after a request for parental leave and
when the employee returns to work.
• Leave is requested
◦ Pre-leave information
• Leave is completed
◦ Post-leave information

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Because the leave and return dates are unknown when requesting
a parental LOA, the Condition trigger type is available for
campaign bundles. For more information about campaigns and
Content Experiences, see Create campaign stages.
The following business rules are available and are created on the
Leave of Absence table [sn_hr_core_leave_of_absence]:
• Campaign condition start: Triggers on the insert of a new record
and adds an employee to the campaign. It triggers the start
condition event.
• Campaign condition stop: Triggers upon completion of the leave
of absence. It triggers the stop condition for an employee and
removes them from the campaign.
Other related factors

The Employee Journeys parental LOA has other areas that affect the base
system and any configuration changes that you may want:
• Leave of Absence [sn_hr_core_leave_of_absence] table
◦ Table under HR Administration.
◦ Contains employee name, leave type, leave status, first day of leave, and
estimated last day of leave.
◦ Available in HR core without activating Employee Journeys.
• HR Total Rewards Case [sn_hr_core_case_total_rewards]
◦ HR case table that initiates the leave of absence HR service.
• Campaign [sn_ca_campaign]
◦ Table that contains the conditions from the campaign bundle.
• Campaign Bundle [sn_ca_campaign_bundle]
◦ Table that contains the campaign bundle with condition triggers that
applies to a campaign user.
• Leave Status
◦ New field for an HR profile that provides the status of an employee who
requested a parental LOA.
• HR Criteria
◦ HR criteria that customizes who activities, content, or targets tasks to
◦ Employee Birthing Parent: The Upload your release to return to work activity
in the Plan Return activity set uses this HR criteria. It prompts the birthing
parent to upload a doctor release form to return to work.

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◦ Employees enrolled in Benefits: The Choose how to pay Premium Benefits
premiums activity in the Prepare for Leave activity set uses this HR criteria.
It targets employees that are enrolled in company benefits and creates a
case to payroll to process deductions as needed.
◦ Employees on Parental Journey: The Parental Journey campaign uses this HR
criteria to determine who to target for pre-LOA information and post leave
information.
• Parental LOA types are:
◦ Requested
◦ Approved
◦ On Leave
◦ Rejected
◦ Completed
◦ Canceled
Create an HR case for parental leaves of absence

Create an HR case so you can help employees, through chat, email, or by
phone start the parental leaves of absence (LOA) process. Employees can also
create HR cases by submitting a request.
Before you begin

About this task

For specific details on creating an HR case, see Create an HR case and Work
an HR case. Follow the instructions to create an HR case using the HR Case
Creation form for parental LOAs.
Procedure
Search for Employee appears.
2. Enter the employee name that requested the parental LOA.
3. From HR service, select Parental Leave of Absence Request.
4. Select Create Case.

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• The system assigns the case to agents with the LOA skill. See Assignment and
matching rules in HR.
• Two child cases are created and assigned to agents with the payroll skill.
• Fulfillment instructions appear for the case.
5. Select the Parental Leave Details tab.
Field Description
Leave subtype Identifies the role of who is requesting

a parental LOA or the type of
parental leave:
• Birthing parent
• Adoption
• Surrogate
• Foster placement
Leave status Indicates the status of the parental
LOA:
• Requested
• Approved
• On Leave
• Rejected
• Completed
• Canceled
Child arrival date Date that the child arrives.
Note: Use this field when

adoption or foster placement is
selected from Leave subtype.
First day of leave Date that the employee is requesting
to start an LOA.
Estimated last day of leave Estimated date that the parental
LOA ends.

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Field Description
Due date Birth date of the child.
Note: Use this field when you

select one of the following from
the Leave subtype field:
• Surrogacy
• Birthing parent
7. Select Save to remain on the HR case or Update to save the HR case and
return to the HR case list.
8. Select Ready for Work.
• The 10 Activity Sets appear at the top of the form with the status of each
activity.
• The system creates and assigns a child case with child tasks.
• The case progresses based on the completion of each child case and task.
• The employee appears under HR Administration > Leaves of Absence.
HR Predictive Intelligence Workbench

The HR Predictive Intelligence Workbench application provides prebuilt use
case templates and guides you through your predictive machine-learning
implementation to create intelligent HR processes. Business process architects
use prebuilt functionality, including pretrained models, to get started with
machine learning use cases.
Overview
The HR Predictive Intelligence Workbench includes prebuilt use case templates
that systematically guides you through the process of creating and training new
predictive models, evaluating and testing them, and finally adding them to your
business process to add value to your HR organization.
Once you train your custom use cases, they are usable immediately. No prior
knowledge or experience with artificial intelligence or machine learning is
required when you use HR Predictive Intelligence Workbench.
The application includes a template with prebuilt guidance to assist you in
creating, training, evaluating, testing, and producing, your unique predictive
models.

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Important: The HR Predictive Intelligence Workbench application depends
on the activation of the Predictive Intelligence Workbench and Human
Resources Scope App: Core plugins.
HR Predictive Intelligence Workbench administration

With the sn_piwb_hr_content.admin role, you can activate and configure the
application to meet specific requirements.
• Configure Predictive Intelligence Workbench property settings, such as the

minimum number of predictions for evaluating use cases that under perform
and the minimum percentage of net automation to show an auto-trained
model.
• Create a Predictive Intelligence Workbench user group and assign users
necessary roles to move through the model implementation process.
• Configure notifications to alert Predictive Intelligence Workbench users via
email when a new model is trained and ready for evaluation.
• Create use case templates and make them available to your Predictive
Intelligence Workbench users.
Activate HR Predictive Intelligence Workbench

You can activate the Predictive Intelligence Workbench HRSD content plugin
[com.sn_piwb_hrsd_content] if you have the admin role.
Before you begin

Procedure

<plugin name>.

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Related reference
List of plugins (Rome)
Components installed with HR Predictive Intelligence Workbench

Several types of components are installed with activation of the HR Predictive
Intelligence Workbench HRSD content plugin [com.sn_piwb_hrsd_content]
plugin, including user roles.
Roles installed
Contains
roles
sn_piwb_hr_content.admin With this role, you can:

• Configure Predictive Intelligence
Workbench property settings, such as
the minimum number of predictions for
evaluating use cases that under perform
and the minimum percentage of net
automation to show an auto-trained
model.
• Create a Predictive Intelligence
Workbench user group and assign users
necessary roles to move through the
model implementation process.
• Configure notifications to alert Predictive
Intelligence Workbench users via email
when a new model is trained and ready
for evaluation.
• Create use case templates and make
them available to your Predictive
Intelligence Workbench users.
HR Predictive Intelligence Workbench notifications

HR Predictive Intelligence Workbench includes several email notifications that
alert users throughout the use-case model implementation.
The Predictive Intelligence process architects who are creating and training use-
case models receive an email notification when a use-case model is successfully
trained and when batch testing has finished successfully. If a use case fails

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training or if batch testing produces errors, users will receive notifications about
these scenarios, as well.
Users can click a link in the email notification to view a newly trained use case or
batch test results. They can also download the test results, if desired. Users can
receive the following notifications:
Name Description
Use case model training successful Sends an email to a specified user

Table: PI Solution Model [piwb_model] group when a use case model is suc
cessfully trained.
Batch test run complete Sends an email to a specified user
group when batch testing is complete.
Use case Model training failed Sends an email to a specified user
Table: PI Solution Model [piwb_model] group when a use case model training
has failed.
For more details about email notifications for Predictive Intelligence Workbench,
see Preview email notification.
Create an HR Predictive Intelligence Workbench user group

Create an HR Predictive Intelligence Workbench user group and add users
or roles to the group to receive email notifications when the use-case model
training and testing phase are complete.
About this task

Create an HR Predictive Intelligence Workbench user group and add either
users or roles to the group so that email notifications are sent to alert users
throughout the use case model training and testing phases. Users can receive
notifications for the following Predictive Intelligence Workbench events.
• Use case training is successful
• Batch testing is complete
• Use case training has failed
To create an HR Predictive Intelligence Workbench user group and add users,

see Create a user groupCreate a user group. For more information about
the email notifications provided with this application, refer to HR Predictive
Intelligence Workbench notifications.

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HR Predictive Intelligence Workbench implementation
You can use machine learning to optimize your business processes. You can
train and implement HR Predictive Intelligence Workbench use cases to
augment your existing application workflows.
Explore common use case templates

With the sn_piwb_hr_content.admin role, you can explore the use case
templates and create predictive machine learning models. To create a
machine learning model, you first select a pre-built use case template. You can
use one of the following templates for setting up the use cases.
• Guided templates include a comprehensive setup process to help you
through implementation. Templates with available auto-trained models
accelerate your setup process, by providing a pre-generated model based
on your data.
• Classic templates include a comprehensive setup information to help you
through implementation. Leverage the existing templates to configure, test,
and train the models based on your business requirements.
When a template indicates Auto-trained model available, this means you can
go directly to the evaluation phase of the use case setup. If the auto-trained
model is acceptable, you can directly integrate the model with your business
processes. Otherwise, you can tune this model or create another model. You
may change the name and description of the use case later.
Solution definitions
These solution definitions are available as templates on instances where both
Predictive Intelligence and HR are active. Create your own solution definition
records to customize the behavior.
HR Solution Definitions
Solution Type Solution Definition Description Implementation
Classification Predict the Predicts the Guided

HR service for correct HR service
incoming cases for cases.
Classification Predict the Predicts Guided
assignment group the correct
for incoming assignment group
cases for cases.

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HR Solution Definitions (continued)
Classification Email Case Auto-categorizes Guided

Categorization the HR service for
the email cases
for improved
productivity by
saving time and
costs.
Similarity Similar Closed HR Recommends Classic
Cases similar cases
closed in the
past to assist an
HR agent for
faster and better
resolution.
Similarity User profile based Recommends top Classic
recommendation 3 relevant articles
and catalog
items based on
users with a similar
profile for content
discovery and
personalized
experience.
Similarity Similar HR Cases Automates Classic
and knowledge the discovery
of knowledge
gaps in your
knowledge bases
and recommends
insights into
improving
knowledge
that is driven by
demand.
Similarity Similar Knowledge Displays related Classic
Articles for HR Task articles to assist
employees in
completing the
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HR Solution Definitions (continued)
HR or Content or
Campaign to-dos.
Similarity Similar Knowledge Uses ML to identify Classic
Articles for HR the most relevant
Case knowledge
articles to assist
an HR agent for
faster and better
resolution.
Regression HR Case Determines the Classic
Resolution Time resolution time
expected a case
by analyzing
similar closed
cases in past for
better visibility and
transparency.
Clustering Demand Insights: Identifies the Classic
HR Case Clusters case clusters
Need Knowledge that do not have
knowledge and
helps with filling
the knowledge
gaps in your
knowledge base.
Use case creation phases

Creating a predictive machine learning model involves several phases. After
you create and train your model, evaluate and tune, test prediction results, and
integrate the model with your business process. Use case model creation phases
include:
• Create and train models: Define parameters to create a model that you train
based on your unique data. Create multiple models as you tune and refine
your models by defining the right combination of coverage and precision to
use.

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• Test your models: Get prediction results from your models to decide which
one is best to integrate with your business process. To see if a model returns a
correct result, you can use either the single or batch testing process.
• Integrate the best model: Deploy the best model into your business process.
After you determine which model returns the best, correct result, integrate it
into production.
Prediction accuracy maintenance

You can manage prediction drift by retraining, modifying, or creating new
solutions to reflect changes in your business conditions. Test and modify your
business rule over time to ensure it works as desired across multiple consumption
points and user persona.
Related information
Predictive Intelligence
Get started with Predictive Intelligence
HR PIWB template: Auto-categorize email cases

Use a guided template that walks you through setting up a machine learning
model to categorize the email cases automatically for improved productivity
and cost savings.
Before you begin

Role required: sn_piwb_hr_content.admin
About this task

This template walks you through customizing a use case model to categorize the
email cases. When the use case template shows the label Guided, you can use
several implementation steps and are automatically taken to evaluate and tune
your models when you click Start. Otherwise, you begin by creating a machine
learning model.
Procedure
1. Navigate to Predictive Intelligence Workbench > Use Cases > Create New
from Templates.
2. Select the Email case categorization for HR guided template.
The solution use case window appears.

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Email case categorization use case
3. Provide a unique name for your use case in the Use case name field.
Note: The use case contains multiple models that you create. You can
use the same name as the template, if required.
4. Provide a name for the model in the Model name field.
Note: Models are trained based on default parameters. The name of the
model should reflect its purpose, for example, Email case categorization
for HR.
5. Click Start.
Note: To start implementation, you must provide a use case name and
short description.
The use case setup page opens displaying the name and description of the
use case you created. On this page, you can see all the implementation
phases to create and implement your use case model.
6. In the Create and train models section of the setup, click Start to create a
model associated with your use case.
7. Fill in the required fields with a Model name and Short description.
Note: Other data related to the model is pre-filled by default, such as

the Data table, Predicted field, and Processing Language.

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8. Expand the Review the filters used to train this model section to view the
default filters. Review the base system parameters set to help train the model
in the Input fields and Number of records fields. To modify this data, click
Advanced Setup and then Save any changes you make. You can customize
the filters to best represent your business data or add new criteria by clicking
New Criteria.
Note: By clicking Advanced Setup you can change the processing

language, review, and modify the filters used to train the model. You
can customize the filters to best represent your business data or add
new criteria by clicking New Criteria. Review and modify the input fields
used to generate predictions. Customize the fields to best represent your
business data by moving fields between the Available and Selected lists.
Ensure that you have sufficient number of records for the model. Save
any changes you make.
9. Click Save.
The use case ML Model setup page opens.
10. Click Continue in the Create and train models section.
The Create a model page opens.
11. Click Train this model.
The Train this model window appears letting you know that the process takes a
while.
12. Click Start to initiate training.
The ML Model setup page opens.
13. Click View Progress below the header on the ML Model setup page to monitor
the training process and click close.
14. Optional: Click View Progress below the header on the use case setup page
to monitor the training process.
The use case setup page opens with the trained model.
16. On the available trained model, click the Tune values.
The use case model record opens. You can view the Precision(%),
Coverage(%), and Net Automation(%) scores.
Note: Refine your use case model by defining the right combination of
coverage and precision values.
17. When you are ready to test your use case model, click Test your models .

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Guided Steps
The use case Testing your models page opens.

18. In the Select models to test section, refine the models for testing and
comparison. Move the options from Available to the Selected. Remember,
selecting more models takes more processing time for a batch test.
19. In the Define testing parameters section, decide if you want to test one use
case model. Select the Single test test type. Single test is the default.
Note: Select Batch test when you want to test more than one use case
model.
Determine the number of top results you want to display.

20. In the Input fields section, provide a short description of your use case model
test.
21. Click Run Test.
View the test results data in the View test results section with details such as
predicted values and confidence.
22. Click Mark as complete to complete testing.
23. When you are ready to integrate your use case model into your business
processes, click Start in the Integrate a model section.
24. In the Select a model to integrate section, select the model from the available
list.
25. In the Retraining Schedule field you can change the definition, if desired. The
default value is Run Once, but you can retrain as often as every 30 days to
every 180 days.

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26. Click Integrate.
On the confirmation pop-up, click Integrate again to complete this action.
You have integrated a use case model into your business process.
Results
When the configuration is complete, the solution auto-categorizes the HR
service for email cases. For more information, see Auto-case creation from an
email
What to do next
You can verify the integration status from HR Administration > HR AI
Configurations > Solution definition. The use case is now mapped to the
selected solution definition.
Related information
Predictive Intelligence Workbench integration and customization
HR PIWB template: Predict the HR service for incoming cases

model to predict the correct HR service for cases.
Before you begin

Procedure
from Templates.
2. Select the Predict the Service for HR Cases guided template.
The Use case - Predict the Service for HR Cases window appears.
4. Provide unique details about the use case in the Short description field.
5. Click Start.
Note: To start implementation, you must provide a use case name and
short description.
The use case set up page opens displaying the name and description of the
phases you will work through to create and implement your use case model.
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6. In the Create and train models section of the setup, click Start to create a
model associated with your use case.
7. Fill in the required fields with a Model name and Short description.

default filters. You can customize the filters to best represent your business
data or add new criteria by clicking New Criteria.
9. Expand the Review the input fields for this model section to view the pre-
populated fields. You can customize the fields to best represent your business
data by moving fields between the Available and Selected slush buckets.
10. Click Save.
The Train this model window appears letting you know that the process will
take a while.
You are returned to the ML Model setup page.
the training process.
You are returned to the use case setup page.
16. Click View Progress below the header on the use case setup page to monitor
17. On the use case setup page, click Start in the Evaluate and tune your models
section.
The use case Evaluate and tune your models page opens. Here you can
refine your use case model, defining the right combination of coverage and
precision to use.
18. Click the box next to the use case model that you want to evaluate and tune.
You can view the evaluation data for the use case model by clicking the
chevron icon next to the model name to expand details.
19. In the Select an Action list menu, select Open model record.

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every 180 days.
21. If you made evaluation or tuning changes to the use case model, click either
Update or Update and retrain, to run retraining again one time.
The use case Evaluate and tune your models page opens.
22. If you are ready to test your use case model, click the box next to the model
that you want to test.
23. In the Select an Action list, select Test this model.
The use case Testing your models page opens with the use case model you
selected to test is in the Selected slush bucket.
24. In the Select models to test section, decide if there are other use case models
available that you want to test. If so, move them to the Selected slush bucket.
case model. If so, select the Single test test type. Single test is the default.
model.
26. Determine the number of top results you want to display.
test.
28. Click Run Test.
29. View the test results data for the use case model in the View test results
section.
30. If you are ready to integrate your use case model into your business processes,
return to the use case Evaluate and tune your models page and select the
box next to the model that you want to integrate.Start in the Integrate the best
model section.
31. In the Select an Action list menu, select Integrate this model.
The Select a model to integrate page opens.
33. Click Integrate again when the pop-up asks you if you are sure you want to
perform this action.
Note: For details regarding trained use case integration implementation,

refer to Predictive Intelligence Workbench integration and customization.

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HR PIWB template: Predict the assignment group for incoming cases
model to predict the correct assignment group for cases.
Before you begin

Procedure
from Templates.
2. Select the Predict Assignment Group for HR Cases guided template and click
Start.
The Use case - Predict Assignment Group for HR Cases window appears.
4. Provide a unique name for the model in the Model name field.
5. Click Advanced Setup.
The use case set up page opens displaying the name and description of the
phases you will work through to create and implement your use case model.
6. In the Create a model section of the setup, fill in the required fields with a
Model name and Short description

default filters. You can customize the filters to best represent your business
data or add new criteria by clicking New Criteria.
8. Expand the Review the input fields for this model section to view the pre-
populated fields. You can customize the fields to best represent your business
data by moving fields between the Available and Selected slush buckets.
9. Click Save.
The Train this model window appears letting you know that the process will
take a while.
You are returned to the ML Model setup page.
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You are returned to the use case setup page.
15. Click View Progress below the header on the use case setup page to monitor
16. On the use case setup page, click Start in the Evaluate and tune your models
section.
The use case Evaluate and tune your models page opens. Here you can
refine your use case model, defining the right combination of coverage and
precision to use.
17. Click the box next to the use case model that you want to evaluate and tune.
You can view the evaluation data for the use case model by clicking the
chevron icon next to the model name to expand details.
18. In the Select an Action list menu, select Open model record.
every 180 days.
20. If you made evaluation or tuning changes to the use case model, click either
Update or Update and retrain, to run retraining again one time.
The use case Evaluate and tune your models page opens.
21. If you are ready to test your use case model, click the box next to the model
that you want to test.
22. In the Select an Action list, select Test this model.
The use case Testing your models page opens with the use case model you
selected to test is in the Selected slush bucket.
23. In the Select models to test section, decide if there are other use case models
available that you want to test. If so, move them to the Selected slush bucket.
case model. If so, select the Single test test type. Single test is the default.
model.
25. Determine the number of top results you want to display.
test.

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27. Click Run Test.
28. View the test results data for the use case model in the View test results
section.
29. If you are ready to integrate your use case model into your business processes,
return to the use case Evaluate and tune your models page and select the
box next to the model that you want to integrate.Start in the Integrate the best
model section.
30. In the Select an Action list menu, select Integrate this model.
The Select a model to integrate page opens.
32. Click Integrate again when the pop-up asks you if you are sure you want to
perform this action.

refer to Predictive Intelligence Workbench integration and customization.
HR PIWB template: Predict knowledge case clusters and demand insights

Use the classic setup template to configure and train your Cluster solution
template with machine learning model to predict the case clusters that do not
have knowledge, identify knowledge demand, and improve the knowledge
articles.
Before you begin

About this task

This template helps customizing a use case model to configure the Knowledge
Demand Insights feature to identify which topics are missing knowledge
articles and create actionable knowledge gaps for missing topics. Review the
information from Configure Knowledge Demand Insights.
Procedure
from Templates.
2. From the templates list, go to Knowledge demand for HR case clusters
template and click Start.
A pop-up with model name appears. This use case is handled in the classic
Predictive Intelligence. You will be taken there to complete setup. You can
perform the following steps:

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a. Ensure you click View product documentation for setting up this use case to
review the instructions on how to configure the solution definition.
Note: Ensure you review and understand the documentation for

creating the solution definition.
b. Click Take me there to get started with the solution definition.
Machine Learning Solutions landing page appears.
HR ML use cases
3. Review the information from Configure Knowledge Demand Insights.

4. Go to Clustering > Knowledge demand for HR case clusters from the available
Solution Definitions, click Configure.
The solution definition appears.
5. On the form, verify the default field values and customize the solution as
required. For more information about the Clustering solution definition form
fields, see Create and train a clustering solution and Test a classification
solution prediction
Results
You can use a demand insights for knowledge gap analysis and create
actionable knowledge articles for missing topics.
Review the corresponding use case information from Machine learning solutions
for HR Service Delivery.

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What to do next
Related information
Create and train a similarity solution
Create and train a clustering solution
HR PIWB template: Predict knowledge gaps and insights

Use the classic template that walks you through setting up a machine learning
model to automate the discovery of knowledge gaps and recommend insights
into improving knowledge by demand.
Before you begin

Procedure
from Templates.
2. From the templates list, go to Similar HR cases with knowledge gap template
and click Start.


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HR ML use cases
3. Go to Similarity and click Configure.

required. For more information about the Similarity solution definition form
fields, see Create and train a similarity solution and Test a similarity solution
prediction.
Results
When the configuration is complete, machine learning algorithm provides
various Knowledge Management capabilities, such as similar articles and
knowledge demand insights.
What to do next
Related information

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HR PIWB template: Predict knowledge for HR case resolution
Use the classic setup template to configure and train your Similarity solution
template with machine learning model to recommend knowledge articles to
assist an HR agent for faster case resolution.
Before you begin

Procedure
from Templates.
2. From the templates list, go to Knowledge for resolving HR Cases for agents

HR ML use cases

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3. Go to Similarity > Knowledge for resolving HR Cases for agents from the
available Solution Definitions, click Configure.
prediction.
Results
When the configuration is complete, agents can discover similar information
across knowledge articles based on the short description of the HR case and
the text in Related Search Results. Display of such similar knowledge articles can
help an HR agent to quickly resolve the cases.
What to do next
Related information
HR PIWB template: Recommend similar cases by employee profile

template with machine learning model to recommend top relevant articles and
catalog items based on a similar employee profile for content discovery and
personalized experience.
Before you begin

About this task

Discover all the users who have a similar profile as the employee. Identify the top
viewed knowledge articles and top submitted catalog items by those users.
Procedure
from Templates.
2. From the templates list, go to Employee profile based recommendation

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HR ML use cases

The solution definition section appears.
prediction.

see Predictive Intelligence Workbench integration and customization.
Results
When the configuration is complete, the solution displays the top three
knowledge articles and top three catalog items to the employee based on

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a similar employee profile. For more information, see Discovering knowledge
articles and catalog items for employees.
What to do next
Related information
HR PIWB template: Predict knowledge for HR task completion

template with machine learning model to recommend knowledge articles for
employees to complete the HR tasks.
Before you begin

Procedure
from Templates.
2. From the templates list, go to Knowledge for completing HR tasks for
employees template.


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HR ML use cases

prediction.
Results
When the configuration is complete, the employees can complete HR or
Content or Campaign to-dos based on the recommendations from the related
articles.
What to do next
Related information
HR PIWB template: Recommend similar cases

template with machine learning model to recommend similar closed HR cases.

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Before you begin
About this task

When the Similar Closed HR Cases is configured and the predictive model is
trained, the Similar Closed HR cases option is displayed on an HR case. This
option displays the most relevant HR closed cases to an HR agent to help resolve
the current HR case.
Procedure
from Templates.
2. From the templates list, go to Similar closed HR Cases template and click Start.

HR ML use cases

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prediction.
Results
When the configuration is complete, the solution displays the most relevant HR
closed cases to an HR agent to help resolve the current HR case.
Review the corresponding use case information from Machine learning solutions
What to do next
Related information
HR PIWB template: Recommend estimated time to resolve

Train your solution by using historical data to predict numeric outputs based on
the historic data. Configure the solution definition to predict the estimated time
to resolve a HR case.
Before you begin

About this task

Regression solutions enable you to predict a point estimate and prediction
interval. When making predictions, regression also enables you to specify
a confidence level for the prediction interval (range). Understand the ETTR
configuration information from Estimated time to resolve HR cases.
Procedure
from Templates.
2. From the templates list, go to Estimated Time to Resolve an HR case and click
Start.

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HR ML usecases
3. Go to Regression > ml_sn_sn_hr_core_global_hr_case_resolution_time from the

available Solution Definitions, click Configure.
Regression solution definition for HR case resolution time appears.
4. On the solution definition form, configure these fields per the following
guidance.
Field Value
Label Enter a unique name for your regression

solution. For example, enter HR Case Resolution
Time.
Name As you enter your solution Label value, this

field automatically populates with a system-

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Field Value
assigned name that's similar to your label value

ml_sn_sn_hr_core_global_hr_case_resolution_time
Word Corpus Select an existing word corpus that's relevant

to your solution. For example, in this use case
you select a word corpus that has a title such
as Word Corpus Regression.
If you don’t have a relevant word corpus,
follow the steps in Create a word corpus. When
the word corpus is complete, you can select it
from the Word Corpus field in your Regression
Definition form.
However, the word corpus selection is optional.
If your input data has text columns and you
don't choose a word corpus, your regression
solution trains a new word corpus model by
using the text columns in your input data. The
resulting word corpus can be reused in any
other regression solution or other ML solution
type.
Note: The number of records per table for

word corpus creation used in regression
solutions is limited to 300,000.
Table Select the database table on which you’re
applying regression. The table should contain
historical records the system can use to predict
the length of time for its database restore HR
Case [sn_hr_core_case].
Output Field Select the field whose value you want the
predictive model to set. In general, a good
output field is a numeric, integer, or floating
point field.
In this example scenario, you use the
actual_resolution_time field to measure
a length of time. The output field should
generate a numeric value.
Fields Select one or more field types that help
the system identify the records you want
to train using regression. In this scenario,

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Field Value
you use short_description, description,

hr_service,assignment_group, topic_detail,
topic_category, priority,sys_class_name. Input
field types can be string, nominal, or numeric.
Filter (Optional) Add filter conditions to the output
field records you want to train using regression.
Ensure you have sufficient records by adjusting
the filters.
Note: The minimum number of records for

regression training is 10,000 records.
Note: The maximum number of records

for regression training is limited to 300,000.
Processing Language Select the dominant language of the dataset
you're training on the solution definition. If
the dataset language is English, choose
English. Also, English processing is applied to all
datasets by default. For example, if you select
Italian, the system processes the data in both
English and Italian.
Note: The term processing indicates some

of the language-specific steps used as
part of training a solution. For example,
tokenizing words, removing stop words,
and stemming.
Stopwords When you select your processing language,
the system automatically adds a Stopwords
list that uses the same language. For example,
if your processing language is Italian, the
Default Italian Stopwords list appears. The
Default English Stopwords list also appears in
your selection as well. If you create a custom
stopwords list, you can select it from the
Stopwords field to add it to your solution. In this
scenario, you use the Default English Stopwords
list.
Training Frequency Select how often the system regenerates the
solution based on records matching the Filter.
Your options include:
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Field Value
• Run Once
• Every 30 days
• Every 60 days
• Every 90 days
• Every 120 days
• Every 180 days
In this scenario, you select Every 30 days
By default, the system runs training once. This
practice provides you time to review and
update the solution definition as needed until it
provides acceptable coverage and precision
values.
Note: The minimum number of records

required for regression solution training is
at 10,000.
Note: The ML scheduler limits the number

of trainings an instance can commit
to 50 new ML training requests per
instance within a 24 hour window. This
excludes scheduled re-training requests.
In addition, clustering and similarity
updates are also excluded from this limit,
even if the new training requests exceed
50 within a 24 hour window.
5. Click the appropriate context menu option or button for your solution
definition.
Option Description
Save your solution definition record so

Save or Save & Train you can return to it later, or save and
submit it for training.
Create your solution definition record
Submit or Submit & Train
and submit it, or submit and train it.
6. If you submitted the solution for training, click OK on the Training Activation
window to confirm.

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The system schedules the solution for training with the nearest training service.
The system sends you a notification when the training completes, including
any errors that may have occurred in the training. Any other users can
subscribe to the Predictive Intelligence Notifications category. When training
completes, the system uploads the solution as an Attachment record.
When the configuration is complete, the employees and agents see the
estimated time to resolve at the request sections.
What to do next
In this scenario, you created an ML solution from your solution definition. In the
Related Links section of your ML solution, see the Solution Statistics, Test Solution,
and Solution Definition tabs. On the Solution Statistics tab, review the Point
Estimate and Range (prediction interval) statistics your solution has provided.
Regression solution definition
On the Test Solutions tab of your solution, you can test the prediction output for
the records you used as input to the prediction by entering values for the input
fields. You can also use the default prediction confidence level of 95, or enter a
different level between 0 and 100. Using 95 as the value means that the system is
95% confident that the actual prediction falls within the prediction interval. Click
the Run Test button to find the prediction output.
After you run the test, the prediction output statistics appear. The Point Estimate
on the screen is a single value at one point in time. When the configuration is
complete, the employees and agents see the estimated time to resolve at the
request sections.

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Related information
Estimated time to resolve HR cases

Determine the Estimated Time to Resolve a Case (ETTR) for a case by analyzing
similar closed cases in the past for better visibility and transparency.
Machine learning predicts the estimated time to resolve a case (ETTR) based on
attributes of a case such as its short description, category, priority, assignment
group, and so on. For more information about configuring the machine learning
regression solution definition for ETTR, see HR PIWB template: Recommend
estimated time to resolve
To make predictions, you can use the existing ETTR solution definition or
change some of the default settings such as the fields, a filter, and the training
frequency.
By analyzing the resolution time for similar closed cases in the past, the ETTR
capability offers the following benefits:
• Gives employees better transparency and set expectations on resolution time
for their cases.
• Helps agents in prioritization of work and measure performance.
• Provides data that can help managers with insights into SLA management
and estimated time to resolve for cases.
ETTR for HR Cases

On configuring Estimated HR Case Resolution Time
(ml_sn_sn_hr_core_global_hr_case_resolution_time) and training the predictive
model, you can see the HR Case Resolution Time option. See the Estimated time
to resolve value from:
• Employee portal view and Now Mobile view
• Agent workspace
• Platform view with a list of cases
• Case configuration view for admins
For more information, see View ETTR predictions
ETTR predictive model

The Estimated HR Case Resolution Time
(ml_sn_sn_hr_core_global_hr_case_resolution_time) is configured and the
predictive model is auto trained when all the following conditions are met:
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• The Human Resources Scoped App: Core (com.sn_hr_core) plugin is installed.
• The Predictive Intelligence for Contextual Search
(com.snc.contextual_search_ml) plugin is installed.
Business rules and system properties

Verify the following system properties and business rules:
• Use or configure the following system properties and corresponding values to
display the ETTR values per your requirement:
◦ ml_sn_sn_hr_core.COE_ETTR_display_agent
◦ ml_sn_sn_hr_core.COE_ETTR_display_employee
◦ ml_sn_sn_hr_core.estimated_resolution_time_confidence_level
• Use or configure the Predict Estimated Resolution Time business rule per your
business needs.
ETTR model
Regression solutions such as ETTR enable you to predict a point estimate and
prediction interval. This capability informs the agent, employee, and service
owners on the estimated resolution time for a case based on the time taken to
resolve similar issues historically.
• Actual resolution time: Stores the actual time of resolution of a particular case.
This field stores the resolution time from opening to closing of the case.
Note: When you upgrade, run this Populate Actual Resolution Time
schedule job once for populating the actual resolution time for existing
HR cases. For all upcoming cases, the business rule Populate Actual
Resolution Time automatically generates the resolution time.
• Max ETTR: Indicates the maximum estimated resolution time in days for case
completion. Estimate is based on the time taken for resolving similar HR cases.
• Min ETTR: Indicates the minimum estimated resolution time in days for case
completion. Estimate is based on the time taken for resolving similar HR cases.
• ETTR in days: Stores the point estimated resolution time in days for case
completion.
Related information
View ETTR predictions

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View ETTR predictions
View the examples of ETTR views across the journey of a case which indicates
the estimated time to resolve based on the historical data.
About this task

Once you configure ETTR, you can see the HR Case Resolution Time option. See
the Estimated time to resolve value from:
• Employee portal view
ETTR for employee
• Now Mobile view

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ETTR on Now Mobile

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• Platform view for agent
ETTR on Platform for agent
• Agent workspace
ETTR on agent workspace
Based on the configuration, the views may be different for your implementation.
Related information
Estimated time to resolve HR cases
Machine learning solutions for HR Service Delivery

Machine learning solutions for HR Service Delivery help in auto determining
assignment groups and services for HR cases, auto creating cases from emails,

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and discovering knowledge articles that help in faster resolution of cases and
tasks.
Demand Insights for HR Cases dashboard
The Demand Insights for HR cases dashboard enables you as an HR agent to
identify which HR cases have no or insufficient knowledge coverage. You can
then create feedback tasks for knowledge gaps to deflect such HR cases.
Auto-case creation from an email

Automatically categorize HR cases submitted by email. Auto-case creation
allows for a faster response time and better case resolution for employees.
HR cases can be created via email, phone, or a self-service Service Portal
such as the Employee Service Center. By default, an email sent to the general
address for HR requests is created as a general inquiry case. An HR agent then
has to review and manually recategorize it to the appropriate HR service. With
Predictive Intelligence, a predictive model is auto-trained to categorize HR
cases submitted by email. The email is routed to the appropriate HR service
based on the subject line and body.
Note: This feature is available with the HR Professional and HR Enterprise

packages when you activate the HR Service Delivery and Predictive
Intelligence applications. If you do not want to use this feature navigate to
HR Administration > Application Properties and disable the Enable HR Case
auto categorization property.
Overview
On instances where both Predictive Intelligence and HR Service Delivery are
active, the following solution definition and business rule are available to use.
Solution Definition Description
HR Case Categorization Predicts the HR service from the Short

description and Description.
Business rule Table Description
Predict COE, Service HR Case Generates prediction

after insert [sn_hr_core_case] results for active HR
Service Delivery solutions.
Runs when a new HR
case record submitted
by email is inserted.

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By default, the solution definition is configured and the predictive model is auto-
trained when the following conditions are met. Auto training happens based on
the frequency configuration of solution definition.
• There are 10000 records of HR case study matching the filters defined in the
solution definition.
When any one of the preceding conditions is not met, you must manually
configure the solution definition and train the predictive model from the HR AI
configuration module. If you use domain separation in your instance, you can
define the solution definition to use for each domain by creating additional
configuration records. See Configure the HR solution definition and domain for
more information.
Once your solution definition is trained, you can test the solution prediction
by sending emails to the general email address for HR requests. You can then
verify that the corresponding HR cases are automatically categorized to the
appropriate HR service. See Test an HR solution prediction for more information.
Configure the HR solution definition and domain

Configure your solution definition from the HR AI configuration module, as well as
access the solution definition record for training. If you use domain separation in
your instance, you can define the solution definition to use for each domain by
creating additional configuration records.
Before you begin

Procedure
1. Navigate to HR Administration > HR AI Configuration.
HR AI Configuration form
Field Description
Solution Capability Definition Name of the solution definition.

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Field Description
• To create or select a solution

definition, click the Lookup button.
• To update or train a solution
definition, click the Preview button
to open the solution definition
record.
• For further information on creating
and training a solution definition,
see Create and train a solution
definition.
Use case Name of the use case. For example,
email categorization or HR service
categorization
Active Check box to activate the HR AI
configuration for use.
Test an HR solution prediction

Test the solution prediction by sending emails to the general email address
for HR requests. Verify that the corresponding HR cases are automatically
categorized to the appropriate HR service.
Before you begin

Role required: sn_hr_core.admin or sn_hr_core.case_reader
Procedure
1. Send an email to the general email address for HR requests.
Note: To verify the general email address for HR requests, navigate to HR

Administration > Properties, and view the General email address for HR
requests property.
3. Open the applicable record.
4. Verify that the HR case was automatically categorized to the appropriate
COE and HR service.

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What to do next
If you need to retrain and review your predictive model, see Create and train a
solution definition and Review classification solution statistics.
Auto determination of HR service

Auto determine the HR service for a case. Enable an HR agent to transfer the
case to the appropriate HR service rather than having to spend significant time
manually triaging cases to appropriate HR services.
Important: This feature is available with the HR Professional and HR

Enterprise packages when you activate the HR Service Delivery and
Predictive Intelligence applications. If you do not want to use this feature,
disable the sn_hr_core.case_auto_categorization system property.
Auto-determined HR service displayed in a banner

After you create a case, the HR Case Classification solution definition auto
determines the HR service based on the short description of the case. The
appropriate HR service for the case is displayed in a banner.
Important: The banner is not displayed if:

• you have logged the case under the correct HR service
• you have manually transferred or auto-transferred the case
• case is not in the ready or draft state
You can also transfer the case from one HR service to another, without losing
the case number or content, using the link on the banner. The auto-determined
HR service is selected by default on the Transfer case window. You can ignore
the auto-determined HR service for the case, choose to transfer the case to a
different HR service, or continue with the HR service that was provided earlier.
Auto training the predictive model

The HR Case Classification solution definition is configured and the predictive
model is auto trained when all the following conditions are met:


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You can manually train the predictive model if it is not auto trained by
default. Later, navigate to the HR AI configuration module, open the HR Case
Classification record, and map the configured solution definition.
Manually train the HR predictive model

Manually train the HR predictive model if it not auto trained by default.
Before you begin

Procedure
1. Navigate to Predictive Intelligence > Homepage.
2. Select the required solution definition.
3. Click Train.
4. To configure a solution definition:
a. Open the solution definition.
b. Right-click the solution definition, and click Copy Solution Definition.
Important: Ensure that the Application scope is Human Resources:

Core.
A copy of the solution definition is created. Update the required field values in
this solution definition and click Submit and Train.
Auto determination of assignment group

Auto determine the assignment group for a case. Enable an HR agent to transfer
the case to correct assignment group rather than having to spend significant
time manually identifying groups for HR cases.

Enterprise packages when you activate the HR Service Delivery and
Predictive Intelligence applications. To use this feature, enable the
sn_hr_core.case_auto_assignment system property.
Auto-determined assigned group displayed in a banner

After you create a case, the Auto Assignment Group for HR Cases solution
definition auto determines the assignment group for a case based on the Short
description, Description, Opened for Title, Opened for Location Name, and HR
service of the case. The appropriate assignment group for the case is displayed
in a banner.

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• You have manually assigned the case to an assignment group.
• The assignment group is not identified for the case.
• The case is not in the ready or draft state.

By default the Auto Assignment Group for HR Cases solution definition is
configured and the predictive model is auto trained when all of the following
conditions are met.
default. After you manually train the predictive model, navigate to the HR AI
configuration module, open the Case Assignment group record, and map the
configured solution definition.
Discovering knowledge articles and catalog items for employees

Discover all the users who have a similar profile as the employee who has
logged in to Employee Service Center. Identify the top viewed knowledge
articles and top submitted catalog items by those users. Display the top three
knowledge articles and top three catalog items to the employee.
Top three knowledge articles and top three catalog items

When the User Profile Based Recommendation
(ml_sn_sn_hr_core_global_user_profile_based_recommendation) solution
definition is configured and the predictive model is trained, the top three
knowledge articles and top three catalog items are displayed to an employee
in Employee Service Center and HR Ticket page.

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By default, the User Profile Based Recommendation solution definition is
configured and the predictive model is auto trained when all the following
conditions are met:
default. After you manually train the predictive model, navigate to the HR
AI configuration module, open the Similar users group record, and map the
configured solution definition.
Configuring widget options

You can also configure the following widget options:

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• User prediction count: Number of similar users discovered by the predictive
model. By default, the top 25 similar users are discovered for the user.
• Recent activity cut off days: Number of days considered by the predictive
model for querying the articles and catalog items. By default, the last 30 days
activity is checked from the Knowledge Use table, Requested Items table, and
Items Produced Records table.
To configure the widget options, navigate to the Service Portal Configuration

module, select the widget editor, search for Relevant for you, and click Edit
Option Schema.
Discovering similar knowledge articles for HR cases

Discover similar information across knowledge articles based on the short
description of the HR case and the text in Related Search Results. Display such
similar knowledge articles to an HR agent to resolve a case.
Similar knowledge articles

When the Similar Knowledge Articles for HR Case
(ml_sn_sn_hr_core_global_case_to_articles) is configured and
the predictive model is trained, the Similar Knowledge Articles
option is displayed on an HR case. This option displays the most
relevant knowledge articles to an HR agent to resolve an HR
case.

The Similar Knowledge Articles for HR Case solution definition is configured and
the predictive model is auto trained when all the following conditions are met:

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You can also manually train the predictive model if it is not auto trained by
default.
Discovering similar closed cases for HR cases

Help an HR agent resolve the current case by displaying similar closed cases.
Similar Closed HR Cases

When the Similar Closed HR Cases
(ml_sn_sn_hr_core_global_similar_closed_hr_cases) is configured and the
predictive model is trained, the Similar Closed HR cases option is displayed on
an HR case. This option displays the most relevant HR closed cases to an HR
agent to help resolve the current HR case.

The Similar Closed HR Cases (ml_sn_sn_hr_core_global_similar_closed_hr_cases)
is configured and the predictive model is auto trained when all the following
conditions are met:
Displaying related knowledge articles for completing tasks

Display knowledge articles that help in completing HR and Content tasks in the
Employee Service Center To-dos page and the HR Ticket page.

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Related knowledge articles
When the following solution definitions are configured and predictive models
are trained, the related knowledge articles are displayed to an employee in
Employee Service Center and the HR Ticket page.
• The related knowledge articles are displayed for an HR
task in Employee Service Center and the HR Ticket page,
when you train the Similar Knowledge Articles for HR Task
(ml_x_sn_hr_core_global_similar_knowledge_articles_for_hr_task) solution
definition.
• The related knowledge articles are displayed for a Content
task in Employee Service Center and HR Ticket page, when
you train the Similar Knowledge Articles for Content task
(ml_sn_sn_cd_global_similar_knowledge_articles_for_content_task) solution
definition.
Auto training the predictive models

The Similar Knowledge Articles for HR Task and Similar Knowledge Articles for
Content Task solution definitions are configured and predictive models are auto
trained when the following conditions are met:
• The Employee Center (com.sn_hr_service_portal) plugin is required to display
related articles for HR tasks.

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• The Content Delivery (com.sn_content_delivery) plugin is required to display
related articles for Content tasks.
You can manually train the predictive models if they are not auto trained
by default. After you manually train the predictive models, navigate to the
Service Portal Configuration module and select the Widget editor. Search
for Recommended articles for to dos, click Edit Option Schema, and add the
configured solution definitions in the following widget options:
• Solution name for Content Task
• Solution name for HR Task

As an HR agent, you use HR Service Delivery Agent Workspace to interact with
employees, respond to inquiries, and resolve issues quickly.
HR Service Delivery Agent Workspace is a configurable service desk application
that is based on Agent Workspace. This application puts all the tools that you
need in one place so that you can assist employees with their needs.
With HR Service Delivery Agent Workspace, you can:
• Chat with employees and create or work on their requests.
• Take calls from employees and create or work on their requests.
• Create or work on HR cases to completion.
• View information that is related to the employee or the case.
• Search for an employee and verify that it is the correct employee by address,
location, or other HR profile information.
• Manage and view the case list.
Using the HR Service Delivery Agent Workspace

Here's how you use HR Service Delivery Agent Workspace.
Agent Workspace for HR
Key benefits
Single-pane view
See all details about an issue in one place.

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Integrated communication channels
Communicate in real time with employees by chat or phone in the
same interface.

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Agent Assist
Close cases and incidents faster with Agent Assist
recommendations.
Note: Agent Assist is available for HR cases and interactions.

1500
Get started
Select a tile to get started.
HR Service Delivery Agent Workspace Guided Setup

Use HR Agent Workspace Guided Setup to step through the initial configuration
of HR Service Delivery Agent Workspace.
HR Agent Workspace Guided Setup provides an introduction to starting your
configuration. It also organizes configuration activities into categories. Each
category provides information like planning guidance, pre-setup steps, and
links to useful information. Each category also provides links to the pages in your
instance where you perform the configuration.
To access HR Agent Workspace Guided Setup, navigate to HR Case
Management > HR Agent Workspace Guided Setup.

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The landing page provides information on the different categories, roles, and
Update sets. Select the Get Started button in the top, right corner to start your
configuration.

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The HR Agent Workspace Guided Setup page provides a list of different
categories. Select the Get Started button under each category to start
configuring HR Service Delivery Agent Workspace.
For more information on Guided Setup, see Using guided setup.
Exploring HR Service Delivery Agent Workspace

Use HR Service Delivery Agent Workspace to manage your employee HR
requests from one place.
Home page
The Home page provides you with an overview of your work at a glance. It
provides you with information that can help you decide what you should act
on first, like HR cases and their Service Level Agreement (SLA) status, items that
affect your team, and general information and announcements.

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Case list
From the Home page, you can access the Case list. The Case list provides you
with a view into all HR cases or you can filter and sort by what is relevant to you.

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HR case form
Manage multiple cases, view information that is related to the case, and use
knowledge articles or similar cases to manage the case.
Number Agent Workspace feature Description
Tabs Tabs that you click to see lists, HR case

numbers, and the new record icon .
Form header Header information of an HR case.
You can see the details of an HR case
including the HR service, priority, state, and
assigned-to agent.
UI actions Button that you click to save changes you
made, change the state, cancel, or other
actions for a case.
Note: The buttons that appear are

similar to the native platform UI.
The button types that appear depends on

the type and state of the HR case.

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Related items Shows details about the HR case and

records from other tables that have a
relationship with the HR case.
Note: When a case appears under

Playbook, these tabs change. For
more information, see Exploring HR
Service Delivery Playbook.
Case details Information about the case:
• Subject person
• HR service requested
• Priority assigned
• Assignment group
• Assigned agent
• Description
• Comments and Work notes
Activity stream Comments, work notes, and current and
past states of the case.
Contextual side panel Help to manage your case. What appears
depends on the type of case that you are
working on. The following can help you:
• Agent assist: Shows you relevant
knowledge articles about the case.
• Employee documents: Shows all
documents that are related to the
subject person or the HR case.
Note: The Contextual side

panel requires the Employee
Document Management
[com.sn_employee_document_management]
plugin. For more information,
see Employee Document
Management.
• Attachments: Shows the attachments
that are relevant or related to the
case. Attachments become employee
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documents after they are moved.

For example, receipts for tuition
reimbursement are attachments to an
HR case. After you move attachments
to Employee Document Management,
they are now employee documents. See
Move employee documents using HR
Service Delivery Agent Workspace.
Note: A small green dot indicates
there are attachments .

• Fulfillment instructions: Provides
instructions to help you work and
complete the case.
• Response templates: Provides responses
that you can cut and paste into the
comments and work notes of the case.
These templates can also provide you
with responses for any communication
that you have with the subject person.
Tabs
Use tabs to display the records that are associated with an HR case, like case
details and tasks. You can select a tab and jump to the information.

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Tabs High-level information like Home, Lists,

and the Inbox. Child tabs appear below
the top tabs and display case details, HR
profile information, and tasks.
Note: Any reference that you select

under a parent tab opens as a child
tab.
Related Items menu

Use the Related Items menu to see information about the details, tasks, and
other information that is associated with a case.

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Related Items menu Menu that appears for all HR cases.

This menu provides a quick and easy way
to look up information about a case and
subject person.
Note: The type of HR case

determines what tabs appear.
HR profile icons
Learn about the icons in the HR profile section.

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HR profile icons Icons that enable you to get quick access

to information about the opened for and
subject person.
• : Select the HR profile icon to access

the HR profile for people who are related
to the case. Selecting an HR profile also
displays the at-a-glance side panel
where you can see information that your
HR admin configures and other things
like the email, office location, and the
employee's organization information. For
more information, see the At a Glance
panel.
• : Select the Search for record icon to

access a list of all HR profiles within your
company.
• : Select the Open deep link icon

to access information outside of the

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application to help fulfill the case. For

information about configuring deep
links, see Link generator for HR Service
Delivery.
Note: For information on how to set

up custom actions on record fields,
see Set up custom actions on record
fields in Workspace.
HR Service DeliveryAgent Workspace contextual side panel

The contextual side panel in HR Service DeliveryAgent Workspace provides
information designed to help you work an HR case and interact with your
employees.
The contextual side panel provides a column of icons that provides you with
information. Use the information when you interact with your employees or to
complete the case.
The icons that appear depend on the type of HR case you are looking at.
Icon Description
At a Glance: Provides key HR profile details for fast

recall. Having this information readily available helps

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Icon Description
agents understand who they are trying to help when

communicating with an employee.
Agent Assist: Provides Knowledge articles related to the
type of case. You can also provide comments (visible to
employee) or work notes (not visible to employee) or view
all activities related to the case.
Note: Agent Assist is also available for HR

interactions.
Employee Documents: Lists documents related to the case
you are on. Select the document and you can download
it or rename it.
Attachments: Documents associated with an HR case that
are attachments. These attachments can be moved to
Employee Document Management (EDM) for archival
and historical purposes.
Select an attachment and you can download or delete it.
For more information about EDM, see Employee
Response Templates: Shows reusable messages that you
can use when responding to an employee that has a
question about their case.
Copy the text from the response template you want to
use and paste the text into the Comments or Work notes
section of the HR case.
An HR service configures response templates and are a
fast, consistent, and efficient way to respond to common
questions related to HR cases.
For more information, see Response templates for HR
Service Delivery.
Fulfillment Instructions: Provides you with focused and
targeted information on how to complete an HR case
faster and more efficiently.
Can include specific instructions, KB articles, or a checklist
of what to do on the case.
For more information, see HR fulfillment instructions.

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Setting up HR Service Delivery Agent Workspace
Set up HR Service Delivery Agent Workspace so that your agents can engage
with your employees, answer questions, create cases, and resolve issues.
®
ServiceNow HR Service Delivery Agent Workspace uses the Agent Workspace
application as a platform.
To set up HR Service Delivery Agent Workspace, you can:
• Activate the Human Resources Scoped App: Core [com.sn_hr_core] plugin.
• Activate the Human Resources Scoped App: Workspace
[com.sn_hr_agent_workspace] plugin.
• Set up these components of the HR Service Delivery Agent Workspace:
◦ Communication channels and routing.
◦ Additional components and settings that are specific to HR Service Delivery.
◦ Forms in workspace. See Set up forms in Workspace.
◦ Workspace setup. See Set up Workspace.
Roles installed
By activating the Human Resources Scoped App: Core
[com.sn_hr_core] and Human Resources Scoped App: Workspace
[com.sn_hr_agent_workspace] plugins, you install the following
roles:
HR role title [name] Description
HR manager [sn_hr_core.manager] Grants access to all HR cases, profiles, and se

information.
With this role, you can manage HR Service De
Agent Workspace lists and categories.
This role contains the Workspace List Admin, w
an elevated role. For more information on ele
roles, see Elevated privilege roles.
The Workspace user [workspace_user] role al
you to access HR Service Delivery Agent Wor
and create and access interactions.
HR case writer Grants access to write all HR cases.
[sn_hr_core.case_writer] With this role, you can access HR Service Deli
Agent Workspace and view, create, and wo

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existing cases. You can also access all areas

and Knowledge Management.
This role contains the Workspace user role, wh
allows you to perform interaction agent and
interaction queue transfers.
HR agent [sn_hr_core.basic] Grants access to basic HR agents to HR Servi
Delivery Agent Workspace modules.
This role contains the Advanced Work Assign
Agent [awa_agent] role, which allows an HR
agent to work customer interactions and ma
workload across multiple service channels.
Workspace content manager Lets you schedule content to workspace.
[sn_cd.workspace_content_manager] • The uxframework_user role allows you to br
and select from the library of UX compone
records so they can set a component refer
field on any accessible table.
• The sn_cd.content_manager role grants ac
Content Publishing.
◦ The sn_esign.config_manager role can m
the e-signature configurations.
◦ The sn_cd.content_approver role can ap
content that is scheduled to appear on t
Employee Center.
HR Workspace Admin Lets you configure all aspects of HR Service D
[sn_hr_ws.admin] Agent Workspace.
• The workspace_admin role allows you to
configure .
◦ The chat_admin role administers the cha
tables.
◦ The uxframework_designer role has write
to UX page element records for designin
◦ The agent_workspace_user role allows yo
to perform interaction agent and interac
queue transfers.
◦ The
sn_agent_recommend.recommendation

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role manages agent assist recommenda

configurations.
◦ The interaction_admin role allows you to
administer the Interaction Management
◦ The workspace_list_admin role allows you
manage workspace lists and categories.
◦ The ui_action_admin role allows you to m
UI actions.
◦ The ui_builder_admin role provides perm
to use the UI Builder APIs so you can crea
update, read, and delete UX pages.
◦ The uxframework_user role allows you to
and select from the library of UX compon
records so they can set a component ref
field on any accessible table.
◦ The sn_intel_analyzer.similarity_analyzer_a
role allows you to administer the Similarity
Analyzer. The Similarity Analyzer defines p
and trends that can help you resolve a re
◦ The form_admin role manages forms, form
sections, and section elements.
◦ The personalize_form role allows you to
personalize forms.
◦ The ui_notification_admin role allows you
configure notification triggers.
Rich text
Rich text allows you to format your comments or work notes to
emphasize your message and is readable across many programs
and platforms.
You can enable rich text for HR Service Delivery Agent Workspace
by using the glide.ui.journal.use_html system property
(sys_properties.list). By default, this property is set to false (off).

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Number Description
Toggle compose settings icon that you select to show

the rich text editor and stacked view icons.
Rich text editor slider that you can toggle on to turn on
the rich text.
Stacked view slider that places Comments and Work
notes side-by-side or stacked above one another.
Warning: If your company is using other Agent Workspace

applications, turning this property to true (on), might impact
your system performance.
HR Service Delivery Agent Workspace landing page

The first thing HR agents see when accessing HR Agent Workspace is the landing
page. The landing page provides a personalized and engaging experience for
the HR agent.

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The landing page shows high priority cases, cases at risk for violating service level
agreements (SLA), and cases with recent changes.
Information related to the teams your HR agents belong to display below the
Overview section.
The bottom of the landing page provides company information, links, and
tools available. This section is part of Content Delivery. For more information,
see Streamline content authoring using the Content Library within Content
Publishing.
Configuration
The base system provides two (2) landing pages:

1517
• HR Landing Page
• HR Landing Page (CD)
The Landing Page (CD) is available when the Content Delivery

(com.sn_content_delivery) plugin is activated. The base system provides the
ability to configure your landing pages in a limited manner.
• Card List Configuration: Determines which cards display in the middle section
of the landing page.
• Card Tag Configuration: Determines which tags appear on the cards.
For more information, see:

• Configure the Card List Configuration for the HR Agent Workspace landing
page
• Configure the Tag Configuration for the HR Agent Workspace landing page
Modifying your landing page

The base system landing pages can only be modified if you make a copy first.
Note: For more information on configuring a new landing page, see

Setting up landing pages in a workspace.
HR Service Delivery Agent Workspace landing page

In order to modify a landing page supplied by the base system, you must first
make a copy.
®
To make a copy of your landing page, use the Now Experience UI Builder. For
more information, see UI Builder.
HR Service Delivery Agent Workspace Create a new case form

You can configure how your Create a new case form looks in HR Service Delivery
Agent Workspace.

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The Create a new case form shows two tabs when creating a new HR
case.
Use the sn_hr_ws.case_creation_tabs system property to add or delete the tabs
that appear at initial case creation.
Note: The Description field in the sn_hr_ws.case_creation_tabs system

property provides information on how to add a new array object for
new tab entries. To delete a tab, remove the tab array object. For more
information on, see Add or delete tabs from the Create new case form.
After entering an employee or case number, the Cases for opened for tab
appears if the employee has additional cases associated cases.
Add or delete tabs from the Create new case form

Use the sn_hr_ws.case_creation_tabs system property to add or delete the tabs
that appear at initial case creation.
Before you begin

The Description field in the sn_hr_ws.case_creation_tabs system property
provides information on how to add a new array object for new tab entries. To
delete a tab, remove the tab array object.

1519
Procedure
1. Navigate to sys_properties.list.
2. Search for and display the sn_hr_ws.case_creation_tabs system property.
3. In the Value field, scroll down to the "title":"interactions" object from the array.
4. Remove the text highlighted above.

5. Select Update.
Configure the Card List Configuration for the HR Agent Workspace landing page
Use the Card List Configuration to configure the cards that appear on the HR
Service Delivery Agent Workspace landing page.
Before you begin

Procedure
1. Navigate to HR Administration > Landing Page > Card List Configurations.
The base system provides three (3) pre-configured records:
• High Priority HR Cases
• HR Case SLAs at Risk
• Updated HR Cases

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2. Select one of the pre-configured records or New.
3. Complete or edit the fields on the form.
Landing Page Card List Configuration
Field Description
Description A description of the record.

Query A set of conditions that when valid
determine what appears on the
landing page.
For example, to show all high priority
HR cases for the logged in agent:
• Active is true
◦ AND OR
• Assigned to is (dynamic) Me
◦ AND OR
• Priority is one of 1 - Critical 2 - High
◦ AND OR
Application The application that contains this
record.

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Field Description
Text to view all records Text that appears when the record
has data.
Text to display if list is empty Text that appears when the list has no
data.
Configure the Tag Configuration for the HR Agent Workspace landing page
Use the Land Page Tag Configuration to define the tags to display on the cards
list configuration.
Before you begin

Procedure
1. Navigate to HR Administration > Landing Page > Card Tag Configurations.
The base system provides three (3) pre-configured records:
• SLA
• Blue "VIP" if opened for or subject person is VIP
• Green "New" if created in last 24 hours
2. Select one of the pre-configured records or New.

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3. Complete or edit the fields on the form.
Landing Page Tag Configuration
Field Description
Description A description of the tag configuration

record.
Type The type of tag configuration record:
• Highlighted value
• SLA Timer
SLA timer configuration The configuration of the SLA
timer that determines which task
SLA displays as part of the timer
component.

SLA timer configurations.
Field appears when you select SLA

Timer in the Type field.
Tag text Text that appears for the tag on the
card.
Field appears when you select
Highlighted value in the Type field.
Color The color you want the tag to
appear as. Each color has a
meaning:
• critical = Red
• high = Orange
• warning = Yellow
• moderate = Purple
• positive = Green
• info (VIP) = Blue
• low = Gray
Condition Applies this configuration when
specific conditions are met.

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Field Description
For example, conditions when to flag

for a VIP are:
• Opened for.VIP is true
• Or
• Subject person.VIP is true
The fields available to you to create
a condition are from the HR case
[sn_hr_case] table.

Global.
Application The application that contains this
record.
Order Order in which the configuration
processes first. Configurations with
lower numbers process first.
Icon Use to display an icon for any non-
SLA tag.

Icon.
At a Glance panel
Enable HR agents to better assist and resolve employee requests with the At a
Glance panel in HR Service Delivery Agent Workspace.
Overview
The At a Glance panel displays key HR profile details about the employee,
such as the employee's job title, employment start date, office location,
contact information, and organizational details. Agents can quickly access this
information so that they have a better understanding of the employees they are
trying to help.

1524
The following GIF shows an example of an HR agent navigating to the at a
glance panel in HR Service Delivery Agent Workspace for an employee named
Abel Tuter.
Note: If the subject person on an HR case does not have an HR profile

record, the At a Glance icon in the contextual side panel does not
appear.
Configure the at a glance panel

You can configure the at-a-glance panel by adding or removing HR profile
fields for the Employee Details and Contacts sections.
Before you begin

About this task

By default, the at-a-glance panel is configured to display the following
information. You can add or remove fields from the Employee Details and
Contacts sections.
If a field does not have a corresponding value, then it does not appear in the
panel.

1525
Note: The At a Glance panel replaces the Customer 360 Ribbon
component.
Procedure
2. Open any HR profile record.
3. Right-click the form header, and navigate to Configure > Form Layout.

1526
4. Under Form view and section, click the View name dropdown and select the
At a Glance field.

1527
5. Select the section that you want to configure.
• Employee Details
• Contacts
6. Add or remove fields for that section.
7. Click Save.
HR Service Delivery Agent Workspace contextual side panel

The contextual side panel provides your agents with tools to research and
resolve HR cases.
For information on setting up Contextual Sidebar, see Set up Agent Assist.
Response Templates
Defined in Search Contexts.

1528
For more information, see Set up Agent Assist information sources.
Note: The base system provides table configurations for each

HR case table. If you use a different Center for Excellence
(COE), you must create a new table configuration record.
Employee Documents
Defined in Search Contexts.
The Search Context for Employee Documents has Filter

Configurations for each table and match the filter options on the HR
1529
• You can have one filter condition per HR case table.
• You can customize conditions with basic conditionals.
• You can disable filter configurations to prevent showing
documents from the table.
For more information, see Filter configuration for contextual search .
Advanced Work Assignment (AWA) for HR Service Delivery Agent Workspace

overview
Use the ServiceNow Advanced Work Assignment (AWA) for HR Service Delivery
Agent Workspace to automatically assign a work item to agents based on their
availability, capacity, and skills.
Plugins
Activate the Advanced Work Assignment for HRSD [com.sn_hr_awa] plugin if
you have the HR admin role. Activating this plugin also activates:
• Advanced Work Assignment [com.glide.awa]
◦ When activated, the Advanced Work Assignment for HRSD [com.sn_hr_awa]
plugin supports the AWA routing with historical affinity for chat
and cases when the Advanced Work Assignment - Agent Affinity
[com.glide.awa.agent_affinity] plugin is activated.
• Agent Chat [com.glide.interaction.awa]
You can also activate:

1530
• Skills Management [com.snc.skills_management]
◦ Activated by default when the Human Resources Core [com.sn_hr_core]
plugin is activated.
◦ Only activate when you are using skill determination rules to map a skill to
an HR case.
• Skill Determination [com.snc.skill_determination]
◦ Activate when using skill determination rules. For more information, see Using
rules to identify skills for work items.
• Interactions Management [com.glide.interaction]
• Human Resources Scoped App: Virtual Agent Conversations
[com.sn_hr_virtual_agent]
◦ Only activate when using Virtual Agent. For more information, see Virtual
Agent for HR Service Delivery.
Chat setup
Ensure the HR Fulfiller UI field is set to Agent Workspace. For more information,
see Configure Chat Setup for HR Service Delivery Agent Workspace.
HR case
AWA is an alternative to using:
• HR templates (based on the HR service)
• HR assignment rules
• HR matching rules
AWA automatically routes HR cases, chats, or interactions based on:

• Availability
• Capacity
• Capacity and Skills
AWA pushes cases to qualified HR agents using work item queues, routing
conditions, and assignment criteria that you define. HR agents see their
assignments in their inbox. You can set the capacity for an agent, which is
the number of work items on a particular service channel that an agent may
actively work on. You can set assignment rules to determine how AWA routes
work items to a group of agents. If an agent rejects a work item, the item is
rerouted to another agent.
For more information, see Advanced Work Assignment.

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Note: To use AWA, you must ensure your:
• HR templates do not identify assignment groups or skills.
• Deactivate your existing HR Assignment Rules and HR Matching Rules.
Agent Inbox
Using AWA you can automatically assign an HR case and have it
appear in an agent's inbox.
For more information, see Agent Inbox controls.
The inbox layouts determine what appears on work item cards in an

agent's inbox. For more information, see Inbox layout.
Skill Determination Rules

Use Skill Determination Rules as an alternative way to map skills to an HR case.
The base system provides a skill determination rule for each COE and is inactive
by default.
There is also a skill determination rule for interactions:
• Skill determination rules for Interactions [Human Resources]
Defines what skills are required in chat and when creating an interaction. The
script defines the mappings. By default, this skill determination rule is inactive.
For more information, see Using rules to identify skills for work items.
Service channels
Service channels help assign specific types of chats or HR cases to the correct
agents. For more information, see Service channels.
There are two service channels provided with the base system:
• Chat
• HR Case
Each service channel has eight (8) queues.

• Each queue corresponds to a COE and HR table.
• HR cases route to a corresponding queue.
• Each queue defines an assignment group.
• AWA logic reviews the assignment group and routes to the appropriate agent.

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AWA uses service channels to organize incoming requests from chats, cases,
and incidents. AWA routes these work items to specific queues. For more
information about AWA, see Agent Workspace Advanced Work Assignment
(AWA).
Business rules
There are three (3) business rules. Activate only one:
• Skill determination for HR Cases
◦ Use this business rule when you are using skill determination rules to map a
skill to an HR case.
• Copy skills to task_m2m_skill table
◦ Use this business rule when you are using HR templates to map a skill to an
HR case.
Note: These business rules make entries in the Task Skill [task_m2m_skill]
table. AWA uses this table to determine final mapping between a task
and a skill.
• Skill determination for Interaction[HR]
◦ Only activate this business rule when using chat assignment by skill.
◦ Works with the Skill determination rules for interactions [Human Resources] to
populate the Interaction Skill [interaction_m2m_skill] table.
◦ AWA uses this table to check the mapping between interaction and skill.
◦ Interaction records are automatically created when an employee initiates a
chat.
AWA Assignment Rules

The base system provides two (2) AWA assignment rules. For more information,
see Configure agent assignment rules.
• Capacity based assignment for HR work items assignment rule
◦ Considers agents with the greatest availability for handling the work.
• Capacity and skill-based assignment for HR work items assignment rule
◦ Considers agents with the greatest availability and their assigned skills for
handling the work. Assigned skills can optionally be made mandatory.
◦ When skills are considered mandatory, only considers routing work items to
agents that have the skills.
Note: When agents with the correct skills are not available or their
capacity is full, it does not route to other agents but will wait until one is
available.
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Workspace Agent Chat
Workspace Agent Chat is the real-time messaging system you use in HR Service
Similar to HR case, there is a service channel for chat with eight (8) queues.
Virtual Agent
When Virtual Agent is active, the chat window shows Virtual Agent
topics. Under the Chat service channel under AWA, there is a script
that maps the additional Virtual Agent topics to the queue.
When Virtual Agent is not active, the chat window shows the
Employee Service Center (ESC) pre-chat categories. Under the
Chat service channel under AWA, there is a script that maps the
additional Virtual Agent topics to the queue.
Note: You can distinguish the queues by the ESC pre-chat

categories and Virtual Agent topics.
For more information, see Virtual Agent.
If you are migrating from Connect Support, use AWA to create the chat queues
for routing chat work items to agents and the Chat Setup form to configure
Agent Chat. For more information, see Migrate from Connect Support to
Advanced Work Assignment and Agent Chat.
For more information on Workspace Agent Chat, see Workspace Agent Chat.
Configure Chat Setup for HR Service Delivery Agent Workspace

Use Chat Setup to configure Agent Chat for HR Service Delivery Agent
Workspace.
Before you begin

Note: Ensure you have activated the Agent Chat
[com.glide.interaction.awa] plugin prior to using this feature. For more
information on setting up chat, see Set up Workspace Agent Chat.
Procedure
1. Navigate to Conversational Interfaces > Chat Setup.
2. In the HR Fulfiller field, change to Agent Workspace.
3. Select Save or Update.

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Configure AWA queues for HR Service Delivery Agent Workspace
Use Advanced Work Assignment Queues to define what work items are routed
automatically to agents through a service channel.
Before you begin

Procedure
1. Navigate to Advanced Work Assignment > Settings > Queues.
2. From the Queues list, change the Active field to false for Agent Chat Queue.
3. Or, select a queue to edit. For more information, see Work item queues.
4. Select the Save icon.
Configure AWA chat groups for HR Service Delivery Agent Workspace

Adding your HR agents to chat groups to route chat requests to the correct
agent.
Before you begin

Procedure
1. Navigate to User Administration > Groups.
2. Select a group. The base systems provides:
Groups Groups
• HR • HR Systems
• HR Activity Writers • HR Talent Management
• HR Admin • HR Tier 1
• HR Benefits • HR Tier 2
• HR Employee Relations • HR Tier 3
• HR Investigations • HR Tier 4
• HR Leadership • HR Total Rewards

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Groups Groups
• HR Onboarding • HR VIP Watchlist
• HR Payroll • HR Workforce Administration
• HR Recruiting • HRIT Operations
3. Select the Group Members tab.

4. Select Edit.
5. Add users from the Collection column to the Group Members List.
6. Select Save.
7. Select Update.
Service channels for HR Service Delivery Agent Workspace

Service channels help you automatically route HR cases.
Service channels assign specific type and scope of work to agents. The base
system provides pre-configured channels.
For more information, see Service channels.
Work item sizing and capacity
Service channels also use work item sizing and capacity to
determine the number of cases an agent supporting the channel
can handle.
The base system provides a default capacity, but can be

overridden.
For more information, see Service channel capacity and utilization.
Agent Affinity for HR Service Delivery Agent Workspace

Agent Affinity is an Advanced Work Assignment enhancement that enables
you to streamline the routing of work items based on historical, task based, and
account team affinity.
Agent Affinity works with HR Service Delivery Agent Workspace to assign HR
agents based on:

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• Historical affinity: Assign agents based on whether an agent fulfilled past
requests for similar cases or tasks.
• Task based affinity: Assign agents based on past assignments for similar cases
or tasks.
• Account team affinity: Assign agents based on the team they are on.
There are three pre-configured affinity rules available:

• Chat Context Affinity
• Chat Historical Affinity
• HR case Historical Affinity
Activate the Agent Affinity plugin (com.glide.awa.agent_affinity) to use this

feature.
The role structure to administer and configure AWA:
• HR Admin [sn_hr_core.admin]
◦ Contains the HR AWA Admin [sn_hr_awa.admin] role.
◦ Contains the Advanced Work Assignment Administrator [awa_admin] role.
For more information, see Agent Affinity.
Computer telephony integration (CTI) for HR Service Delivery Agent Workspace

Computer Telephony Integration (CTI) allows HR Service Delivery Agent
Workspace to support inbound and outbound telephone calls.
For more information, see Setting up phones in workspace.
Computer telephony integration (CTI) demo installation and configuration for HR

Service Delivery Agent Workspace
The Computer Telephony Integration (CTI) enables HR Service Delivery Agent
Workspace to test the phone communication channel for inbound telephone
calls in a non-production instance.
To use this feature, activate the CTI Demo Data for HRSD [com.sn_hr_cti_demo]
plugin.
Note: Only incoming calls are supported.
Special handling notes with HR Service Delivery Agent Workspace

Get an agent's attention by adding special handling notes to a case.

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You can set up special handling notes to appear as a pop-up modal or as a
related list on the form.
Special handling notes have a status, an assigned priority, and an expiration
date.
To configure special handling notes for HR Service Delivery Agent Workspace,
do the following:
1. Edit the special handling notes properties.
• For more information, see Configure special handling notes properties.
2. Create special handling notes for an HR table.
• For more information, see Configure special handling notes.
3. Create a special handling note.
• For more information, see Configure an entity table to use special handling
notes.
For more information, see Highlighted values in the form header and Special
handling notes .
Configure special handling notes in HR Service Delivery Agent Workspace

Configure an HR table to use special handling notes. You must do this before
you can create special handling notes.
Before you begin

Procedure
1. Navigate to Special Handling Notes > Configuration.
2. Click New or select an existing record.
3. In the Table name list, select an HR table.
Selecting the HR case [sn_hr_core_case] does not automatically include any
child tables.
4. Move a related field to the Selected list.
5. Click Submit.
The Special Handling Notes Configuration list appears.
Add a special handling note in HR Service Delivery Agent Workspace

Create special handling notes that an agent can see for a specific HR case or
an HR case with a set of conditions.

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Before you begin
Procedure
1. Navigate to Special Handling Notes > Special Handling Notes.
2. Click New or select an existing record.
Special Handling Notes form
Field Description
Short description Short description that describes the

Message Message that appears in the special
handling notes. Rich text formatting is
available.
Type Type of special handling note that
you can select:
• Standard: Select this option to
display a special handling note for
a specific record. When you select
the Lookup documents using list
icon, you can select a table and
associated record.
• Conditional: Select this option to

use filter conditions to specify when
a special handling note appears.
Display as a pop-up alert Special handling note that appears
as a pop-up alert.

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Field Description
Note: Currently, a pop-up alert

is the only way to show special
handling notes. Select this
option to show special handling
notes. If you leave this option
clear, special handling notes
appear on the HR case form
as an embedded list on the
platform version of HR. For more
information, see Work an HR
case.
Priority Priority that you assign to the special
handling note. The choices are:
• 1 - Critical (red)
• 2 - High (orange)
• 3 - Moderate (light green)
• 4 - Low (light blue)
The priority and color appear in the
Status Status of the special handling note:
The status based on the Expires on
date.
• Active: The special handling note is
active.
◦ Active notes appear in the pop-
up window.
◦ Active notes remain until
dismissed or set to Inactive or
Expired.
• Inactive: The special handling
note is no longer active and does
not appear in a pop-up window.
Inactive special handling notes
still appear when you navigate to
Special Handling Notes > Special
Handling Notes.

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Field Description
• Expired: The special handling note

is no longer active. The expiration
date has passed or manually
expired.
Effective immediately Option to activate the special
handling note immediately.
If you leave this option unselected,
you can specify a date and time that
the special handling note appears.
Effective on Field that is available when you leave
the Effective immediately option
unselected.
Select the Select date and

time icon to select the date and
time when the special handling note
appears.
Expires on Field where you can set a date and
time to automatically inactivate a
special handling note. Click the

Select date and time icon to access
the calendar where you can choose
the date and time to activate the
Table name List that is available when you select
Conditional from the Type field.
Select the HR table where you want
the special handling note to appear
in for a specific HR case or when you
satisfy filter conditions.

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Field Description
Note: Special handling notes

do not support child tables.
For example, if you select the
HR case [sn_hr_core_case],
the special handling note only
appears for cases that are
specific to the table. To create
a special handling note for
child tables, you must create a
special handling note for each
table.
Related record Field that is available when you
select Standard from the Type field.
When you select this option, a pop-
up window appears where you
can select the table name and a
case from the Document field. For
example, you can select HR case
from the Table name field and the
HR case where you want the special
handling note to appear.
Conditions Field that is available when you
select Conditional from the Type
field.
Select the conditions when met that
would show the special handling
note. For example, let's say that you
want to add a special handling note
for a General Inquiry case for an
employee named Aileen Mottern,
you would select: [HR profile] [is]
[Aileen Mottern].

Global.

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Using HR Service Delivery Agent Workspace
As an HR agent, use HR Service DeliveryAgent Workspace to interact with
employees, respond to inquiries, and resolve issues.
You can start work in HR Service Delivery Agent Workspace from one of these
areas:
• Landing page
• List queue
• Agent inbox
• Chat
• Phone
• Global search
For additional information on working within Agent Workspace, see Using

workspace.
Along the left side and top of the Home page are a series of icons you can
select.
Agent Workspace feature Description
Select to take you back to the Home page.

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Select to view a list of HR cases, interactions, HR

HR case list tasks, and more. You can access the list icon
from any screen.
Shows any work items assigned to you.
You can also indicate if you are:
• Available
• Offline
• Away
you are available
Note: Requires activation of the Advanced

Work Assignment (com.glide.awa) and
Agent Chat (com.glide.interaction.awa)
plugins.
Select to create one of the following:
Add New • Interaction
• HR case
Note: Found at the top, left side of the

Home screen.
Create a new case

From the HR Agent Workspace home page, select the create case icon.

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New case or interaction
You can create a new HR case or an interaction. An interaction is when an
employee contacts an HR agent and you want to ensure the interaction is
documented and captured.

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Searching for an existing case or employee or skip
You can search for an existing case or create a case from any screen. Select
the create case icon.
Searching for an employee also helps to verify that you are creating a case for
the correct person.
If your company uses Employee Relations, you can select the Skip verification
link to create an ER case without identifying an Opened for person. For more
information on Employee Relations, see Create an HR Service Delivery Employee
Relations case using the legacy UI.
Search field Field where you enter a name, partial name, or

case number.
Note: Unlike the platform web-based UI,

you can't search for or create cases for
inactive users.
Starting from the List queue
You can select a case or an interaction from the list icon.

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Agent Responsibilities Description
Select an HR case in the List queue. List queue that contains all HR cases.
Sort the list by column:
• Case number
• State
• Opened for
• Subject person
• HR service
• Assignment group
• Assigned to
You can also view all cases that are

assigned to you.
The left side navigation bar also offers
ways to sort cases.
Select an HR interaction in the List Interactions assigned to you are listed
queue. in the Interactions list. Use interaction
records to create an HR case or
reference employee information to

1547
decide to create a case or request

from the chat conversation. You can
send an SMS message directly from a
chat.
Note: Agent Assist is available for

interactions.
Create a custom list
Click the List actions icon ( and

select Save as. You can rename the
list and click Save. The list appears in
the My Lists column.
For additional information, see Setting up list view in a workspace.
Working from the agent inbox
You can also start work by going to the agent inbox, which is on the left
side of the navigation bar.
Select an HR case from agent inbox. Inbox that contains the HR cases that
are assigned to you.
Chats and interactions also appear
in agent inbox. For more information
on using chat, see Using chat in HR
For additional information, see Working from the agent inbox.
Create a new case in HR Service Delivery Agent Workspace

Creating a new HR case in HR Service Delivery Agent Workspace is easy and all
the information you need is on one page.
Before you begin


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Procedure
1. Navigate to HR Case Management > HR Agent Workspace. The landing page
appears.
2. To create an HR case, select the Add New icon.
3. Select HR Case. For information on Interactions, see Using interactions in HR
Service Delivery Agent Workspace. For Employee Relations (ER) cases you can
skip adding the Opened for person by selecting the Skip verification link. For
more information on ER cases, see Create an HR Service Delivery Employee
Relations case using the legacy UI.
4. Enter an employee name. If an employee is flagged as a VIP in their HR profile,

VIP appears when you enter their name.

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5. Verify that the employee is the correct person the case is for.
6. Select the HR service for the HR case.
7. In the Case Details section, fill in the fields.
New case creation
Fields Description
COE Select the Center of Excellence

associated with the HR case you
are creating. Selecting a COE filters
the choices for HR service. For more
information, see HR Centers of
Note: You can also select an HR

service first and the associated
COE automatically populates.
HR service The HR service based on the
COE selected or what you select
based on communication with the
employee request. What HR services
are available to an employee filter
by:

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Fields Description
• COE selected.
• HR criteria for the Subject
person based on the HR service
configuration.
Limit services filter on the Case
Creation Configuration form.
If the HR service field is empty,
ensure that you did not remove the
Opened for field.

not appear as a selection
because it only appears when
creating a parent case for
child bulk cases. For more
information, see Add or modify
bulk HR cases.
Work notes Information specific to the case that
can help other HR agents. Work
Notes are not visible to the Subject
person.
The sn_hr_core.restrict_guest_email
system property allows a user to
send an email from a personal email
account referencing an HR case.
When the property has a value of
false (default), the text from the
email appears in the Work notes field.
To access system properties, enter
sys_properties.list in the navigation
filter.
Note: Translate the text in

your preferred language
using the Translate option.
For configuring the dynamic
translation framework, see
Dynamic translation.

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If the duplicate case warning appears, verify that you are creating a
unique case. When there are no similar cases, an HR case number is
assigned and the State is Draft. If there is a similar case for the subject
person, HR service, and if the case was created within three days
(configurable from HR Administration/Properties), a warning appears.
9. Select Create new case. The following fields appear:
Field Description
Number An HR case number is assigned and is a unique

identifier, cannot be changed, and has an HRC
prefix.
Parent Populates the parent case when the displayed
case is a child.
For example, a Request onboarding case has
multiple child cases and tasks under it.
Skills The required skills of the person assigned to this
category of HR case. Skills can auto-populate
based on the HR case template associated with
the HR service.
State The state of the case. The state can auto-
populate based on the HR case or task template
associated with the HR service.

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Field Description
• Draft: The default state for a case when it is first

opened.

• Ready: The case is ready to be worked on.
• Awaiting Approval: Requires approval before it
can move to the next state.

• Work in Progress: The case is assigned and being
worked on.
• Closed Complete
• Cancelled
• Awaiting Acceptance: The Opened for
person must accept the HR case before it
can proceed. For example, a Request for
Onboarding case was opened for a hiring
manager. The hiring manager must accept the
case before it can move to the next state.
• Suspended: Use to temporarily prevent violation
of a service level agreement (SLA). Refer to
Suspend and resume an HR case.
Note: The State cannot be edited in List

view.
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.
Configured in HR Properties (sys_property).
Source From where the case originated. Sources are:

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Field Description
• Not selected
• Self Service
• Phone
• Chat / Connect / Live Feed
• In Person
• Email
• Other
• Virtual Agent
Note: Cases created through email or self-

service are automatically moved to Ready
state and assigned to a group or user.
Opened The date and time the HR case was opened.
Opened by The user who created the case.
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.
To change the Assignment group, the Assigned to
agent must be a member of the new group and
Note: To automatically assign a group to an

HR case, see Assignment and matching rules
in HR and Configure an HR case template.
Assigned to The user assigned to work on this case. When a
group is automatically assigned, a user from the
group is automatically assigned when the case
is created. If the user is not auto-assigned, click
the Lookup using list icon to select a user who is a
member of the selected assignment group.
To change the Assigned to HR agent, the agent
must be a member of the Assignment group and

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Field Description
If Assigned to is left blank, some features are

not available from the Employee Center ticket
page. For example, the Ask a Question link to
chat directly about an HR case cannot assign an
agent. Comments or work notes do not appear on
a case until an agent is assigned.
Collaborators Add collaborators or other HR agents to the case.
Only HR agents can be added as collaborators.
For example, an HR agent can add them self as a
collaborator after transferring a case to a different
agent or group. This action permits the original
agent to still track the case. Or, an HR agent
can add another HR agent as a collaborator to
request help. Adding a collaborator populates the
case on the collaborations list.
Other factors related to adding collaborators:
• Collaborators can remove themselves from the

case. To remove yourself, highlight your name in
the Collaborators list and click the X.
• Collaborators are not required to be part of the
assignment group.
• Assigned to person can add or remove
collaborators.
• Collaborators cannot add or remove
collaborators.
• Notifications are sent to collaborators when
added to the HR case.
Adding collaborators can alleviate the amount
of emails requesting help on an HR case by
consolidating communication.
Collaborators and the COE for the HR case can
conflict. The basic rules are:

1555
Field Description
• For all HR cases, collaborators override any

security on a COE. For more information, see
• Employee Relations (ER) cases can override
collaborators when restrictions apply. For
more information, see Configure an employee
relations case restriction.
Note: Agents must have the ER case writer

[sn_hr_er.case_writer] role in order to be a
collaborator.
Case support team Employees assigned to answer questions about
onboarding a new hire. Only appears for Lifecycle
Events cases.
You can add users or define a group that can
support the Subject person for a Lifecycle Event
case. The Subject person can communicate with
the case support team while the case progresses.
Watch list The list of users who receive notifications regarding
this case.
Anyone in the company can be added to the
Watch list. For example, an employee requests a
travel visa. Add the manager of the employee to
ensure that updates are communicated.
Click the Edit Watch List icon to add users. Click
the Add me icon to include yourself.
Short description Populates from the HR service. After the case is
created, you can modify the description.
Description You can add a longer, detailed description after
the HR case is created. Use the Rich Text Format
(RTF) tools to format your text.
description on the Employee Center.
10. Check the contextual side panel for information that can help you work this
case. You can choose from Agent Assist, Response Templates, or Fulfillment
Instructions depending on what information you need.

1556
11. Select Ready for Work to change the State to Ready and assign an HR agent
and assignment group.
If your company requires approvals or signed agreements, you must resolve
these requirements before you can close the case.
Create a task for a case using HR Service Delivery Agent Workspace

You can add a checklist for an HR task. Use the checklist as a step-by-step guide
to ensure a consistent and efficient process.
Before you begin

About this task

When assigning a task to an employee, you can request how the employee
acknowledges completion of the task. The tasks appear on the Employee
Center for the employee.
Procedure
1. Navigate to HR Case Management > HR Agent Workspace and select a case
you want to add a task to.
2. From the Child tabs above the Case details section, select the HR Tasks tab.

1557
3. Select New.
4. Select an HR task type.

1558
The different task types you can select are:
HR task types
Task type Description
HR Service: An HR service fulfills the HR task. In the

Note: Bulk Parent Case only

appears as a selection when
creating a parent case for child
bulk cases. Refer to Create a
bulk case request.
Submit Catalog Item: A catalog item fulfills the HR task.
In the Catalog Item field, select a
catalog item.
Submit Order Guide: An order guide fulfills the HR task. In
the Order Guide field, select an order
guide.
Collect Employee Input: Collects information from employees.
In the Employee form field, select the
employee form that the user fills out
or verifies.

1559

more information.
Checklist: In the Checklist Items field, provide
the checklist items. Checklists are
instructions or steps on how to
complete the task.

Using checklists in HR Service
Credential: Indicates that you want the user to
acknowledge reading a document
by logging in with their login
credentials. The Acknowledgment
text and Acknowledgment
above the login credentials. In the
Acknowledgment document field,
select a document you want the user
to read.

signature. For more information,
see Migrate existing HR task
templates and open HR tasks to
e-signature.
E-signature: User electronically signs a document.
use.

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Note:
application that enables you
to sign managed documents,
knowledge articles, or HR
document templates. You
can type or draw your
signature, credentials, or
acknowledgment. For
more information, see HR e-
signature.
• If HR document template
has a document type of e-
signature template, select
the HR document template
that the signatory signs on
the HR case form. For more
information, see Select an HR
document template for an e-
signature task.
Mark When Complete: Notify the user a Completed button
appears on the HR Service Portal.
Use the Short description to provide

Closed Complete.
Sign Document: Requests the user to sign a
document. An example is sending an
education agreement for signature
on a tuition reimbursement. The
Acknowledgment text field appears.
Using this field shows a check box
and text above the signature.

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Note:
• This option is only available
for existing customers that
have not yet migrated
to e-signature. For more
information see Migrate
existing HR task templates and
open HR tasks to e-signature.
• After the user signs the
document, the document
generates with the signature
and attaches to the task. The
task closes and the document
is attached to the case.
Take Survey: In the Survey field, select a survey
Upload Documents: Requests the person assigned to the
task to upload documents. Examples

URL: The URL field appears. Enter a URL link
that the user acknowledges when
accessed.
View Video: The URL field appears. Requests the
person assigned to the task to view a
video.
Note: For information on all the fields, see Adding an HR task to an HR

case.
5. Select Save.
You can also add a task by selecting Add Task from the from Details.

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Using At a Glance for HR Service Delivery Agent Workspace
Use the At a Glance feature from the contextual sidebar to quickly view HR
profile information for the opened for person on an HR case.
You can configure what information you want to appear in At a Glance from
the HR profile form.
HR profile
What appears on your At a Glance panel depends on what you configure on
an HR profile. You can open any HR profile and add or remove the fields you
want to appear. What you select appears for all HR profiles, but only fields with
data appear on the At a Glance panel.
Note: If the subject person on an HR case does not have an HR profile

record, the At a Glance icon in the contextual side panel does not
appear.
For more information, see HR profile editable field configuration. For more
information on adding fields to an HR profile, see Configuring the form layout.
Viewing SLAs for HR Service Delivery Agent Workspace

Service Level Agreements (SLAs) can be viewed for cases or tasks and provide
progress information.
HR Agent Workspace SLAs

View SLAs for HR cases from the Agent Workspace home page:

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View SLAs for HR tasks from the Related Items menu.

1564
HR Playbook SLAs
View SLAs for HR Playbook from the case card.
Note: For more information on SLAs, see Service Level Management.
Custom My List for HR Service Delivery Agent Workspace

You can create your own My Lists to show specific cases that are relevant to
you. Having a custom My Lists helps you work faster and efficiently.
The default Lists show all HR cases categorized into the following:
HR case lists
• All HR Cases • HR Profile
• Lifecycle Events • Employee Documents
• Other • Knowledge
• Interactions • Reminders
• HR Tasks

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Create My Lists
Use My Lists to create a custom list of HR cases that you can readily access and
start working on.
Before you begin

Procedure
2. Click the Lists icon ( ).

3. Click My Lists.
4. Click +New list.
5. Click Start from existing or Create your own.
Clicking Start from existing provides existing HR case lists you can select to
create a custom My Lists. Clicking Create your own provides you with a list of
all tables you can create a list from.
6. Select how you want to create your My List and fill in the fields.
Start from existing
Field Description
List Select the HR case categories that

you want to base your My Lists on.
List Name Fills in based on what you select from
List. You can change the name by
typing over what displays.
Select columns The columns are pre-display for you.
Click theX to delete columns you
don't want to appear.
Add filters Add filters to further define what
cases appear in your My Lists.
Note: Criteria pre-fills based on

what you selected in the List.
You can edit, add, or delete the
defaults.

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Create your own
Field Description
List name The name that identifies your My Lists.

Enter a name for your list.
Select Source The table that your My Lists is based
on.
Enter letters or the name of the table
to start a search, then select q table.
Select columns The columns you want to appear in
your My Lists.
A list of columns appears based on
the table you selected. Click theX
to delete columns you don't want to
appear.
Add filters Add filters to further define what
cases appear in your My Lists.
Note: Criteria pre-fills based on

what you selected in the List.
You can edit, add, or delete the
defaults.
7. Click Create.
Using checklists in HR Service Delivery Agent Workspace

Creating and using checklists on an HR case or task helps you resolve issues
faster, more efficiently, and with fewer errors.
Checklists appear in the contextual side panel along with Fulfillment instructions
for HR cases only.

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Select the Fulfillment instructions icon in the

Fulfillment
contextual side panel.
Instructions
When the configuration for an HR service or HR task template has checklists,

they automatically appear. Having a checklist for an HR service or HR task
template ensures consistency when resolving issues. For information on
configuring checklists, see Configure an HR service and Configure an HR task
template.
Creating a checklist directly into an HR case
To create a one-time checklist directly into an HR case, create the
case in HR Service Delivery Agent Workspace.
• Go to the platform HR Case Management and open the case
you created.
• Scroll down and select the down arrow and select Create
New.
• Enter instructions.
Creating a checklist directly into an HR Task

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Create an HR task with Checklist for the HR Task Type. See Create a
task for a case using HR Service Delivery Agent Workspace.
Go to the legacy HR Case Management and open the task you

created.
From the Fulfillment Instructions tab, create your checklist.
Note: These types of checklists are a one-time use and only appears for
the specific case or task.
Response template for HR Service Delivery Agent Workspace

Response templates provide you with information on resolving an HR case or
how to help an employee making an inquiry.
Response templates help you to be efficient and consistent when working on
similar HR cases.
Response templates provide reusable messages. Copy and paste these
messages into an email, chat, comments, work notes, or use as talking points
when on the phone.
Response template channels

Response template channels segregate your response templates into media
categories. You may want responses to have slightly different text in a chat
response compared to an email response. Or, you don't want a specific
template to appear for chat. The base system provides the following channels:
• Chat
• Email
• Form
Note: Form provides text you can use in the comments or work notes on
an HR case.
For more information on setting up a response template channel, see Create a

response template channel.
For more information on setting up response templates, see Response templates
Use Response templates on an HR case

Use response templates as reusable messages that you can copy and paste into
the comments or work notes for an HR case.

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Before you begin
Procedure
2. Click the Lists icon ( ) and select an HR case.
3. From the contextual sidebar, click the Response Templates icon ( ).
4. Select the Copy to clipboard button to copy all text and paste into the
Comments or Work notes area.
Note: Use the space next to the Search for Record icon ( ) to search
for a specific response template.
5. Click Post Comments.
Use Response templates in an email

Use response templates as reusable messages that you can copy and paste into
an email.

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Before you begin
Procedure
1. Navigate to HR Case ManagementHR Agent Workspace.
2. Click the More Actions icon ( ) and select Compose Email.
3. From the New Email Draft tab, click the Response Templates icon ( ).

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4. Open the response template, copy, and paste the text into the body of the
email.
5. Enter the name of the person you are sending the email to in the To field.
6. Click Send Email.
Use Response templates in chat

HR agents can use response templates as reusable messages that you can use
related to an interaction.
Before you begin

The Advanced Work Assignment for HRSD (com.sn_hr_awa) plugin must
be activated to use response templates in chat. For more information, see
Response templates for HR Service Delivery.
Note: Currently, chat is only available for Interactions in HR Service Delivery

Agent Workspace.
Procedure
1. Navigate to HR Case ManagementHR Agent Workspace.
2. Ensure your Inbox status is set to Available.

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3. When a chat routes to you, select Accept.
4. An interaction record automatically creates and you can start chatting with
the employee. To display response templates, enter a / in the chat area and a
list of response templates appears.

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5. Select the response template and the text appears in the chat window.
6. Select the Send button to transmit the message.
Receiving a duplicate case warning with HR Service Delivery Agent Workspace

HR Service Delivery Agent Workspace provides a feature that warns you that
there might be a similar case already created.
If there is a similar case for the subject person, HR service, and if the case was
created within three days (configurable from HR Administration/Properties), a
warning appears.
Note: For information on the sn_hr_core.duplicate_hr_case_time_out

property, see HR properties.
Select Create new case or Cancel.
Using the More icon in HR Service Delivery Agent Workspace
You can use the more icon from HR Service Delivery Agent Workspace to
perform many duties related to working an HR case.
When working a case, select the more icon in the far, upper right.

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Number Description
Select the more icon.

From here, you can:
• Associate Interaction: Associate the displayed case with an
interaction. For more information, see Using interactions in HR
• Compose Email: Send an email from an HR case. For
more information, see Sending an email notification after
reassignment.
• Create Additional Case: Create another HR case without
leaving the case you are viewing or working on. For more
information, see Creating a case from a case or HR profile.
• Set reminder: Create a reminder to ensure followup by a
specific date. For more information, see Create a reminder in
HR Service Delivery Agent Workspace.
• Transfer Case: Reclassify a case for another HR service. For
more information, see Reclassify a case using HR Service
• Add Task: Add an HR task to the case. For more information,
see Create a task for a case using HR Service Delivery Agent
Workspace.

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Number Description
• Escalate Case: Assign hot or important cases to another tier or

agent with more expertise. For more information, see Escalating
a case in HR Service Delivery Agent Workspace.
• Delete: Delete the case you are working on.
Creating a case from a case or HR profile

From HR Service Delivery Agent Workspace, you can create additional cases
from either an existing case or from a user's HR profile.
A convenient and time saving feature of HR Service Delivery Agent Workspace is
having everything you need as an HR agent in one place.
You don't have to leave a case you are working on and try to find it later. You
can create another HR case from:
• An HR case you are viewing.
• From an HR profile that displays on a case you are viewing.
From an open case

Use this feature when you want to create a different HR case for the
employee that already appears in an existing case.
Select Create Additional Case. The employee name from the first
case pre-populates in the new case.

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From an HR profile
When viewing an HR case, you can create another case from the
Opened for or Subject person's HR profile.
Select next to the Subject person.
Note: The At-a-glance panel displays. See At a Glance panel.

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Select New Case.
Reclassify a case using HR Service Delivery Agent Workspace

You can reclassify or transfer an HR case from one HR service to a different HR
service.
Before you begin

About this task

Many cases are created as a General Inquiry case. After researching the
employee's needs, you can reclassify an existing case to a different HR service.
For information on configuring HR case reclassification, see Transfer an HR case.
Procedure
2. Find the case you want to reclassify. For more information on finding an HR
case, see Using HR Service Delivery Agent Workspace.
3. Select the more icon.
4. Select Transfer Case.

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5. From Transfer type:
• Transfer with existing case number: The HR case number does not change,
links redirect with new case, and work notes transfer to new case.
• Transfer to a new case number: The HR case number changes, links do not
redirect, and work notes do not transfer. Both HR case numbers appear
on the HR case for reference. The original case state changes to Closed
Complete and cancels.
6. From New HR Service, select the HR service you want to assign to your original
case.

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7. Select OK.
The current case and its child tasks close. When you transfer an HR case from
one HR service to another, some field values do not transfer to the new case.
Note: Priority transfers from the original case and does not override the
HR template for the new HR case.
The subject person receives a notification email with the closed case and
transferred case information. Replies to the email appear in the Comments
section of the HR case. If the subject person replies to the email associated
with the closed case, the reply appears in the comments for both the closed
and transferred cases.
Note: If the sn_hr_core.restrict_guest_email system property is False

(default), text from an email appears in the Work notes field when the
employee is responding from a personal email account.
See Email setup.
Escalating a case in HR Service Delivery Agent Workspace

Escalate an HR case when you are unable to resolve an issue and must amplify
the importance of a case.
Depending on how you have implemented matching rules determines what
group and agent the case is escalated to. For more information, see Assignment
and matching rules in HR and Add or modify escalation rules.

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Number Description

From here, select Escalate Case.

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Number Description
Enter an explanation on why you are escalating the case.

Select OK.
The form refreshes and is now assigned to the next tier assignment
group.
Adding or substituting approvers to a case in HR Service Delivery Agent

Workspace
HR cases can be set up to require approvals before it can progress to
completion.
The HR service configures actions related to approvals. For more information on
HR service configuration, see Configure an HR service.
When a case requires an approver, the request for approval appears in the
approver's Employee Center or portal under To-dos.
Number Description
Select To-dos.
To approve, select Approve. To reject, enter a reason and select

Reject.

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In HR Service Delivery Agent Workspace, the child tab Approvers lists all
requested approvers.
Multiple approvers required

HR services has an optional configuration that requires multiple
approvers. When configuring an HR service, select approvers
from the fields on the HR case. For example, select Subject person
manager as an approver. Using fields from a case provides
maximum flexibility when assigning an approver.
By assigning an approver from the case, it's possible an approver

cannot be found. For example:
• Subject person manager is the approver.
• The Subject person's HR profile does not contain a manager.
• Or, the Subject person's manager recently left the company.
When an approver is missing, the following message appears:
Add or substitute an approver to a case in HR Service Delivery Agent Workspace

Using HR Service Delivery Agent Workspace you can add an approver or
substitute missing approvers for cases that require approval.

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Before you begin
Procedure
2. Locate and open an HR case that requires approvers.
3. Select Add Approvers from the list of UI actions (tabs at the top of the form).
4. Select replacement approvers or add new ones.
5. Select OK.
6. Select Save.

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Sending an email notification after reassignment
After you reassign an agent to an HR case, you can send an email to notify the
agent.
There are multiple ways to notify other agents that you have assigned them to
an HR case.
Number Description
Select next to the Assigned to field.

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Number Description
Select an agent.
Number Description
Select .

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Number Description
Select .
From the More icon
You can also create an email from the More icon.
Number Description
Select Compose Email.
Employee Document Management for HR Service Delivery Agent Workspace

Employee Document Management provides storage space, a filing system, the
ability to easily retrieve documents, defining who can view sensitive documents,
and when to purge documents.
For more information about Employee Document Management, see Employee
Create or upload employee documents using HR Service Delivery Agent

Workspace
Create or upload employee documents to an HR case using the HR Service

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Before you begin
Role required: sn_hr_ef.document_writer
Procedure
1. Navigate to HR Agent Workspace > Lists > Employee Documents > All.
Alternatively, you can also create an employee document from HR Agent
Workspace > Lists > HR Profiles.
2. Click New.
Employee Document form
Field Description
Employee Document Employee document to upload.

Click Browse to upload an employee
document.
By default, the maximum size of a
document allowed is 30 MB. The
default can be changed from
the Maximum file upload size
in megabytes field in Employee
Document Properties. For more
information, see Properties for
application.
After selecting a document, the
read-only fields show the file size, file
format, created on, and created by.
The viewer within the UI only supports
viewing .pdf documents. Other types
of documents can be downloaded
and then viewed.
For optimal search results, do not
use dashes (-) in the name of the
document. Using full words separated
by spaces or underbars provides
better search results.
Check Yes in the Enable Document
Viewer to preview pdf documents in

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Field Description
the Employee Documents property to

view .pdf documents.
Note: FedRAMP, on-premise

customers, mobile devices,
customers using edge
encryption, or encryption
support does not support
viewing documents.
Description Description of the employee
document.
Employee Name of the employee the
document is associated with.
Document type Document type associated with the
employee document.
Document types provide
categorization, security, and
retention policies.
HR case HR case number the employee
document is associated with when
moved from an HR case.
Purge hold Purge hold status of a document.
• Pending purge authorization:
Awaiting authorization for
document purging.
• Purge Approved: Document has
authorization to schedule purging.

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Field Description
• Purged Rejected: Document did

not receive purge authorization.
Important: Document type's

security policy determines
purge authorization.
The following roles have
permission to change purge
authorization:
◦ EF admin [sn_hr_ef.admin]
◦ Employee File
Management Manager
[sn_hr_ef.manager]
4. Click Save to create the employee document record.

The Audit Trail tab appears.
Provides view of all actions for an employee document from creation or
uploaded to the time it is purged.
Move employee documents using HR Service Delivery Agent Workspace

Move employee documents from a case in HR Service Delivery Agent
Workspace to employee document repository. The employee document
repository provides a central repository for quick and easy identification of
documents using different sorting features.
Before you begin

Role required: sn_hr_ef.document_writer, sn_hr_core.case_writer
Procedure
1. Navigate to HR Agent Workspace > Lists > All HR Cases > All.
2. Select a case that has employee documents attached.
Note: From the list view, there is no way to identify HR cases with
employee documents attached. To locate an HR case, you need the HR
case number or the Opened for person.
3. Click Move Attachments.

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4. In the Move Attachments to Employee documents window:
a. Select the check box next to the documents you want to move.
b. Select the Document Type for each document. The document type
determines categorization, who can access it, and the retention policy.
Create a document type if none appears for the associated topic detail.
Creating a document type ensures correct categorization.
c. Click Move Selected.
Note: The Target COE and Topic Detail fields can be modified only if the
document has been added under the wrong type of HR case.

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Results
• The employee documents move from the HR case to the employee
• To view a list of all employee documents in the list column, select Employee
Documents.
• The moved attachments appears in the contextual side panel under the
employee documents icon within the case.

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Machine learning solutions for HR Service Delivery Agent Workspace
Use machine learning solutions to auto determine the correct HR service and
assignment group for cases in HR Service Delivery Agent Workspace.
Auto determination of HR service in HR Service Delivery Agent Workspace

Auto determine the correct HR service for a case in HR Service Delivery Agent
Workspace. Enable an HR agent to transfer the case to the appropriate HR
service rather than having to spend significant time manually triaging cases to
appropriate HR services.

Enterprise packages when you activate the HR Service Delivery Agent
Workspace and Predictive Intelligence applications. If you do not want to
use this feature, disable the sn_hr_core.case_auto_categorization system
property.
After you create the case, the HR Case Classification solution definition auto
determines the HR service based on the short description of the case. The
appropriate HR service for the case is displayed in a banner.

• you have logged the case under the correct HR service
• you have manually transferred or auto-transferred the case
• case is not in the ready or draft state

The HR Case Classification solution definition is configured and the predictive
model is auto trained only when all the following conditions are met.
• The Human Resources Scoped App: Workspace

(com.sn_hr_agent_workspace) plugin is installed.
Note: Auto training does not happen if any one of the preceding
conditions is not met. In such a case, Manually train the HR predictive
model. Navigate to the HR AI configuration module, open the HR Case
Classification record, and map the manually configured solution definition.

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Auto determination of assignment group in HR Service Delivery Agent
Workspace
Auto determine the assignment group for a case in HR Service Delivery Agent
Workspace. Enable an HR agent to transfer the case to the correct assignment
group rather than having to spend significant time manually identifying groups
for the HR cases.

Enterprise packages when you activate HR Service Delivery Agent
Workspace and Predictive Intelligence applications. If you do not want
to use this feature, disable the sn_hr_core.case_auto_assignment system
property.
After a case is created, the Auto Assignment Group for HR Cases solution
definition auto determines the assignment group from the Short description,
Description, Opened for Title, Opened for Location Name, HR service of the
case. The appropriate assignment group for the case is displayed in a banner.

• You have manually assigned the case to an assignment group.
• The assignment group is not identified for the case.
• The case is not in the ready or draft state.

By default the Auto Assignment Group for HR Cases solution definition is
configured and the predictive model is auto trained when all the following
conditions are met:
Note: Auto training does not happen if any one of the preceding
conditions is not met. In such a case, Manually train the HR predictive
model. Navigate to the HR AI configuration module, open the Case
Assignment group record, and map the manually configured solution
definition.

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Similar closed cases in HR Service Delivery Agent Workspace
Help an HR agent resolve the current case by displaying similar closed cases.

Enterprise packages when you activate HR Service Delivery Agent
Workspace and Predictive Intelligence applications.

When the Similar Closed HR Cases
(ml_sn_sn_hr_core_global_similar_closed_hr_cases) is configured and the
predictive model is trained:
• Similar closed cases are displayed in Similar Closed HR Cases in the Related
Search Results section. If there are three or more similar closed HR cases
whose COE matches that of the current case, then the case with the highest
confidence is displayed as a recommended HR case.
• If there is no recommended HR Case, then the knowledge article that
is attached to more than three similar closed cases is displayed as a
recommended article. The recommended article can be attached to the
current HR case.

The Similar Closed HR Cases (ml_sn_sn_hr_core_global_similar_closed_hr_cases)
is configured and the predictive model is auto trained when all the following
conditions are met:
Using the deep link feature in HR Service Delivery Agent Workspace

Deep links are a way to quickly access information from outside of HR Service
Use deep links to access information that is not readily available within HR
Service Delivery Agent Workspace. For example, use deep links to access a
third-party application that you use frequently.

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Number Description
Select .
For more information on configuring deep links, see Link generator for HR Service
Delivery.
E-signature in HR Service Delivery Agent Workspace

When working on an HR case, you can use e-signature to sign documents that
require signatures.
When an employee creates a case requesting an employment verification
letter, you can:
• Preview the document.
• Use e-signature to sign it.
• Generate the document.
Previewing a document ensures you sign the correct document. This step is
useful if you have multiple employment verification letters.
E-signature provides multiple methods to sign. You can choose to type your
name or use your mouse to draw your signature.

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You can optionally require a user to check an acknowledgment box before the
signature is accepted.
Generating the document combines the document template with your
signature and creates an attachment to the case. If you use Employee
Document Management, you can move the attachment to your document
repository for storage.
Note: For more information, see Configure an e-signature template.
Sign and generate a document in HR Service Delivery Agent Workspace

Depending on the case or situation, you can electronically sign a document.
Before you begin

Procedure
2. Locate and open an HR case. Ensure that the state of the case is Work in
Progress.
3. Select the Sign Document button.
4. Preview the document. Ensure it is the correct document for the case.

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5. You have two choices on how to sign the document. Select Type signature
to type your signature. Or, select Draw signature to draw your signature using
your mouse.
6. Select Generate to attach your signature to the document.
7. Select the Attachments icon.

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The document moves to Attachments in the contextual side panel. If your
company uses Employee Document Management (EDM), you can move the
document to the EDM repository. For more information on EDM, see Create or
upload employee documents using HR Service Delivery Agent Workspace.
Using chat in HR Service Delivery Agent Workspace

Agent chat for HR Service Delivery Agent Workspace enables you to ask
questions and receive information through live or virtual agent chat.
Activation
Ensure you have activated the Agent Chat
[com.glide.interaction.awa] plugin prior to using this feature. For
more information on setting up chat, see Agent Workspace chat .
HR groups
Ensure that your HR agents are part of an HR group or subgroup.
Having subgroups helps to ensure HR agents with the correct skills
and knowledge pair up when an employee initiates a chat.
For example, an employee initiates a chat requesting information

about your company's benefits. Having a benefits subgroup with
agents that specialize in your company's benefits ensures the
employee's chat is directed to the correct agents.
For more information about HR groups, see Manage HR Groups.
Interaction records

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Agent chat automatically creates interaction records. When an
employee initiates a chat with an HR agent, an Interaction case is
automatically created.
Quick actions
Using quick actions, you can:
• Create an HR case.
• Show applicable response templates.
• Transfer chat to another agent.
• Transfer chat to another queue.
Virtual agent
Automating chat can enhance the employee experience by
addressing queries immediately. At any time during a virtual chat,
the employee can request to interact with a live HR agent.
For more information on virtual agent, see Virtual Agent for HR

Service Delivery.
Working from the agent inbox in HR Service Delivery Agent Workspace

Use the agent inbox to manage your incoming work, such as chats, HR cases,
and interactions.
Before you begin

Procedure
2. Select the inbox icon.

3. From Status, select Available.

1600
4. When a chat comes through the chat queue, select Accept.
5. From the active chat panel, you can start chatting.
6. Select the quick action icon. Or enter a back slash (/) in the chat area.

1601
7. Select a quick action to quickly create an HR case, show related response
templates, transfer chat to another agent, or transfer the chat to another
queue.
SMS conversations in HR Service Delivery Agent Workspace

Using the Conversational SMS service channel app, available on the ServiceNow
Store, HR agents can provide support for long-running SMS conversations via
HR Service Delivery Agent Workspace. Requesters can initiate HR support
conversations through SMS.

release notes.
SMS support conversations

SMS support conversations can run long. For this reason, HR Service Delivery
workspace agents need the ability to track ongoing conversations on the
HR SMS service channel. HR Service Delivery workspace agents can initiate
or continue SMS conversations and also accept SMS work items from the HR
Service Delivery Agent Workspace Inbox.
For SMS support conversations, in the Workspace Chat panel, when the
interaction type is Messaging, an interaction sub-type of SMS is indicated as
Active SMS.

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For complete details about SMS support conversations, associated service
channels, requestor initiated, and agent initiated SMS conversations, refer to
Conversational SMS service channel.
SMS support conversations for HR Service Delivery agents

HR agents can access new SMS messaging interactions, as well as access
ongoing SMS messaging conversations. Agents can switch from an in-progress
messaging interaction, such as a chat, to a new SMS messaging interaction.
Advanced Work Assignment HR agents and managers can end an SMS
messaging conversation. HR agents with the awa_agent role can end an active
SMS messaging conversation assigned to them using the End conversation
action button. Users with the awa_manager role can end the conversation even
when it is not assigned to them on the interaction. When an agent ends the
conversation, a confirmation to close the interaction appears.
HR AWA agents and managers can switch from an in-progress messaging
interaction to a new messaging conversation. Switching to a new messaging
interaction does not close the original messaging interaction, but enables
agents to carry on multiple messaging conversations. AWA agents can access
ongoing messaging conversations when the
HR AWA agents and managers have access to ongoing messaging
conversations and are notified when there is a new message on any long
running assigned interactions. When an ongoing messaging conversation has
a new message that needs attention, an icon is displayed after the Inbox icon
in HR Service Delivery Workspace. A new tab carries a counter badge that
indicates the number of messaging conversations that have unread messages.
AWA agents and managers can view cards for messaging conversations.
HR AWA agents and managers can view a list of all In Progress or On Hold
Messaging Work Items assigned to other agents. The list indicates the service
channel, interaction number, and last updated date. Agents can click the list
item to open it in a Workspace tab. Agents can open a messaging interaction
in a sub tab and, if the interaction is active, view the chat panel on the
interaction record. Agents can type messages in the chat panel to have an SMS
conversation with an employee.
Quick actions for agents

Access existing chat-based quick actions for SMS messaging. For details, refer to
Quick actions in Workspace Agent Chat.
Conversation desktop notifications

HR agents can set preferences to receive conversation desktop notifications,
audio alerts, and Google Chrome browser toasts. Audio alerts and desktop

1603
notifications occur when agents opt in to receiving Conversation Audio Alerts
and Conversation Desktop Notifications via the HR Service Delivery Agent
Workspace Inbox settings.
Once opted in, agents hear an audio alert when a new message occurs on a
conversation that is currently open in a workspace tab, but not in focus. Audio
alerts also notify when a long running conversation is assigned to an agent, but
is not currently open in a workspace tab. Agents decide if they want to enable
these alerts and notifications.
Use the edit menu in the HR Service Delivery Agent Workspace Inbox to
enable alerts and notifications.
Agents can receive Google Chrome browser toasts when the following criteria is
met:
• The agent has opted in to receive Conversation Desktop Notifications.
• The agent is using Google Chrome browser.
• The Workspace browser tab is not in focus.
• A new message on an existing conversation, assigned to the agent, is in one
of the following places:
◦ A currently open Workspace tab.
◦ Not in a currently open Workspace tab, but in a long running conversation in
an ongoing section of Workspace.
Employee initiated SMS conversations

Employees can initiate HR support conversations through SMS. Agents can
expect the system to automatically associate the sender phone number to the
channel user profile. If an SMS message is received for a non-existing channel

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user profile, a new channel user profile is automatically created by the system.
The system queries the Mobile phone field on employee HR profile for a match.
When a match is found, the system associates the employee with the newly
created channel user profile. If more than one match is found no association is
made on the channel user profile. If no match is found no association is made
on channel user profile.
When an employee adds a phone number to an SMS messaging interaction
or updates a phone number on the interaction, the Number field on the
interaction updates from null to the employee's name. The HR profile for that
employee is associated to the phone number. Only one active channel user
profile can exist for a given phone number at any time.
Set up HR Service Delivery Conversational SMS service channel

Configure the Conversational SMS service channel store app for HR Service
Delivery.
Before you begin

About this task

The HR Service Delivery base system includes the HR SMS service channel queue
with the default HR SMS Support Group assignment group. The Agent assignment
rule is capacity based by default. For HR Service Delivery, you'll configure the
SMS service channel for the HR SMS queue.
Procedure
1. Navigate to Advanced Work Assignment > Service Channels.
2. Click the SMS service channel. On the Service Channel SMS form, select the
Active check box to activate the service channel.
Note: By default, most of the form is populated for you. Capacity and
Utilization fields are set to 1 for Default work item size and 4 for Default
capacity. You can change these, and any form values, if desired.

1605
3. Click the Queues related list to view and configure the HR SMS queue.
4. View the default configurations on the Queue HR SMS form, ensuring the
Active check box is checked. Modify values as you desire.

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5. Click on any of the related lists to view or modify default configured values.
Note: Notice that the Assignment Eligibility related list defaults to the HR
SMS Support Group. You'll need to manually add users to this group to
route assignments. Refer to Add a user to a group to learn how to add
users to this group.
6. Click Update to save any changes you made.
7. Update the Advanced Work Assignment Presence States by navigating to
Advanced Work Assignment > Settings > Presence States.
8. Click Available in the Presence States list.
9. In the Presence State Available form, select SMS in the Service channels
Available column and move it to the Selected column using the right-pointing
arrow.
10. Click Update.
Note: For complete information regarding Conversational SMS service

channels and setup guidance, refer to Conversational SMS service
channel.
Compose an SMS message from a chat in HR Service Delivery Agent Workspace

Create and send an outbound SMS message to a recipient directly from a chat
interaction. Access interactions assigned to you to follow up via SMS message
when you need more details from the employee.
Before you begin


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About this task
An interaction is a request for assistance made through chat, phone, or in
person. Interaction records are automatically created when you are using
agent chat.
The Compose SMS option is only enabled for active chat interactions. For more
information about interactions in HR Service Delivery, refer to Using interactions in
HR Service Delivery Agent Workspace.
Procedure
2. Select the HR case list icon and navigate to Interactions > Assigned to
me.
3. Select an active chat interaction for which you would like to respond to the
recipient via an SMS message.
4. In the chat interaction modal, click the more options icon and select
Compose SMS to initiate an SMS conversation with the recipient.
The Send via SMS modal launches with Send from and Send to fields.
5. Use the drop-down Send to field to select the SMS recipient.
Note: You can choose an automatically populated phone number or

choose Other to enter the phone number manually in the Other number
field. Automatically populated phone numbers display based on the
following criteria:
• The Opened for field is populated on the interaction with phone

number.
The phone numbers as specified on the HR Profile record. The label for
each phone number on the Send via SMS modal will match the label
for the Phone number field on HR Profile record.
If a manually added phone number is not associated with an existing
active channel user profile record, the record is created automatically
when you send the SMS message.
Note: When an interaction is created with phone number p1, not

associated with an existing HR Profile, a channel user profile is be created
as a Guest. When the user updates an HR Profile, HRP1, with a phone
number p1, the user is treated as HRP1.

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6. Compose the SMS message, add an attachment if necessary, and send to the
employee.
You can also select the quick action icon, or enter a back slash (/) in the
chat area, to use quick actions for SMS messaging. See Quick actions for more
information.
You will receive a confirmation when the SMS message is sent. Click the
confirmation to view the interaction details,if desired.
Note: For complete details regarding initiating SMS conversations in

Agent Workspace, refer to Agent initiated SMS conversation. For details
about using Agent Workspace with HR Service Delivery, refer to Using HR
Using interactions in HR Service Delivery Agent Workspace

Use interaction records to create an HR case or reference employee information
to decide to create a case or request from the chat conversation.
An interaction is a request for assistance made through chat, phone, or in
person. You can route interactions by skill, group, or directly to an HR agent.
You can also create an interaction for one-and-done type requests where you
decide you might not want to create an HR case or associated tasks.
Interaction records are automatically created when you are using agent chat.
Note: Agent Assist is available for interactions.
For more information on interactions, see Interaction records in Agent

Workspace.
Create interactions in HR Service Delivery Agent Workspace

You can create interaction records from the HR Service Delivery Agent
Workspace form.
Before you begin

Procedure
2. To create an interaction, select the Create case icon. Select Interaction.

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3. In the details section, enter information about the interaction.
Interaction fields
Field Description
Details Every interaction record defaults

to the Details form, showing initial
interaction record information.

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Field Description
Number The number assigned to the

interaction record.
Type The type of communication
responsible for the interaction record.
The values are:
• None
• Chat
State The status of the interaction record.
• New
• Closed Complete
• Closed Abandoned
Opened for The employee the interaction is
about.
Assigned to The HR agent responsible for the
interaction.
Short description A short description about the
interaction.
Work notes Information specific to the interaction
and can help other HR agents. Work
notes are not visible to the Opened
for person.
5. Select Save.
Interaction tabs
Tab Description
Related Tasks Any tasks or cases opened from

the interaction, for example, a new
incident or new case.
User's Tasks Incidents related to the interaction.
User's Interactions Logs all interactions tied to each
specific user.

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Tab Description
Cases opened for "Opened for" Shows all HR cases related to the
Opened for person.
6. You can select from the following: more icon.
7. Select Create HR Case to create a case based on the interaction. Create

Incident is part of demo data and not available to HR Service Delivery Agent
Workspace.
8. Select the more icon to display additional actions you can take.
more icon choices
Choice Description
Create Standard Change Part of demo data and not available

to HR Service Delivery Agent
Workspace.
Associate Record Use to associate an interaction to an
HR case. After linking, the interaction
appears under the Interactions tab
for an HR case. Select Task under
Record Type then optionally select a
task record.
You can also associate an interaction
record that contains a knowledge
article. Under Record Type, select
Knowledge then select a knowledge
article.
Delete Select to delete the interaction
record.
9. Select Save to save work entered for an interaction.

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10. To view interactions, select the Interactions for Subject Person tab on the child
tab.
Working lifecycle event cases in HR Service Delivery Agent Workspace

Manage lifecycle event cases using HR Service Delivery Agent Workspace.
A lifecycle event case is an HR case fulfilled by a lifecycle event. For example,
the HR service for New Hire Onboarding fulfills the lifecycle event for New Hire
Onboarding.
Note: This section assumes you have Enterprise Onboarding and Transitions
activated. For more information, see Understanding Enterprise Onboarding
and Transitions.
List lifecycle event cases using HR Service Delivery Agent Workspace

You can show all lifecycle event cases by using lists.
Before you begin

Procedure
2. Select the Lists icon.

3. Select Lifecycle Events.

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4. Select Lifecycle Events Cases.
Create a lifecycle event case using HR Service Delivery Agent Workspace

There are multiple ways to create a Lifecycle Event case.
Before you begin

Procedure
2. From the HR Service Delivery Agent Workspace landing page, select the
Add New icon. Select HR Case.
3. From the Lifecycle Events Cases list, select the Add New icon or the New
button.

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4. Enter an employee name or case number.
5. Verify that the employee is the correct person for the case.

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6. Enter New Hire Onboarding in the HR service field.
8. Select Ready for Work.
The State changes to Ready. In the Details section, the Assignment group and
Assigned to fields populate based on your case assignment rules or HR case
template. For more information, see Assignment and matching rules in HR and
HR templates.
View activity set status in HR Service Delivery Agent Workspace

Monitor the status of a lifecycle event case with the Activity Set Status tab. You
can also monitor the state of each activity set and activities in a lifecycle event
case.
Before you begin

Procedure
2. Locate and display a lifecycle event case that is in progress. For more
information, see List lifecycle event cases using HR Service Delivery Agent
Workspace.
3. Select the Activity Set Status tab.

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4. Select Activity Set Status.
View a special handling note in HR Service Delivery Agent Workspace

When configured, special handling notes appear for HR cases that require
special attention.
Before you begin

Procedure
2. Locate and display an HR case. If the HR case is configured to show a special
handling note, it appears as a pop-up.

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3. Read the note and select Dismiss.
Using the activity stream in HR Service Delivery Agent Workspace

Use the activity stream section of HR Service Delivery Agent Workspace to
document work notes (private) or comments, respond to email, or view the state
of the HR case.
Create a work note or comment in HR Agent Workspace

You can add a work note (private) or comment to an activity.
Before you begin

Procedure
2. In the Compose section, select Comments (visible to subject person) or Work
notes (not visible to subject person.

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3. Click Post Comments.
Note: There is also a Comments/Worknotes section at the bottom, left

side of the form. This section is turned off by default, but can be used to
enter text by clicking the accordion icon ( ). After entering text, click
Save.
Create a reminder in HR Service Delivery Agent Workspace

You can create reminders tied to HR cases or tasks to provide timely
communication and actions are taken. Use reminders to make certain you
follow up by a specific date.
Before you begin

Procedure
2. Click the Lists icon ( along the left side.

3. Navigate to and open a case you want to add a reminder.
4. Click the More Actions icon ( ), scroll down and click Set reminder.
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Create New Reminder
Field Description
Short description Text that describes the reminder.

Date time The date and time you want to
receive the reminder.
Task The task or case associated with the
reminder. Automatically appears
based on the case or task you
have displayed when creating the
reminder.
User The name of the logged in user that
created the reminder.
Reminder Status of the reminder.
6. Click Save.
Note: To view reminders, click more from the Related Items menu, scroll
down, and select Reminders. When an alert is activated, a number
appears inside the Notifications icon ( ) and the notifications

message scrolls across the screen.
HR Service Delivery Playbook

Currently, HR Service Delivery Playbook offers you a single pane to view and
work all tasks and steps required for resolving a lifecycle event case.
Note: Only lifecycle event cases are supported at this time.
Having all case information in a single pane allows you to quickly and easily
decide what your top priorities are. Having top priorities allows you to:
• View all in-progress steps across different departments so you don't waste time
searching and opening different forms.
• View all completed actions.
• Easily and quickly see what you should do next.

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Lifecycle event cases
Because there can be multiple activity sets in a lifecycle event case that also
contain multiple activities, being able to view all aspects is crucial to an HR
agent.
Using an accordion button, you can expand or collapse activity sets to view the
activities within.
Within an activity set, you can view all tasks, state, owners, and have the ability
to take action.
Note: For more information about lifecycle events, see Enterprise

Exploring HR Service Delivery Playbook

Use HR Service Delivery Agent Workspace to manage lifecycle event cases.
HR Agent Workspace case form with Playbook

When Playbook is activated with HR Service Delivery Agent Workspace, the
Playbook tab appears in the Related Items menu.
Playbook Header
The Playbook Header shows the title of an activity set.
Note: For more information on lifecycle event structure, see

Configure a lifecycle event.
Stage panel

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Along the left side of the Playbook form, you'll see the stage panel
that shows the lifecycle event and each activity set. Below each
activity set shows a the number of activities completed and a status
circle. A check inside the circle indicates a completed activity set.
A check mark inside the Playbook Header indicates that the activity
set is complete.
You can quickly see how many activities there are for an activity set
and how many are completed.
In the example, the activity set Start onboarding has a total of nine
activities with one completed (1 of 9).
Activity stream
Click on an activity set in the stage panel to view all activities within
the activity set.

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HR card
You can drill into an activity from the activity stream by clicking on
an activity to view details about case or task.
The HR case opens in a separate widow and tab.
HR card details
Click the activity and the Assigned to, HR service, Opened for,
Subject person, State, and attachments appear.

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At the top, right of an HR Playbook card are a series of icons.
The first icon on the left provides the state of the HR case or task.
Hovering over shows details of the SLA.
Click the Add note or comment ( ) icon to add comments or

notes related to the activity.
To view comments or notes, click the See activity button.
Click the Open task ( ) icon to view the details of the HR case or
task. A new tab with the HR case or tab opens.
Click the Minimize task ( ) icon to close the details of the HR case
or task.
The other areas of Playbook are covered in Exploring HR Service Delivery Agent
Workspace.
Setting up HR Service Delivery Playbook

Set up HR Service Delivery Playbook so that your agents can easily manage,
track, and lifecycle event cases.
Activation
To activate Playbook for HR, you must go to the ServiceNow Store to
make it available on your instance.
Activate the following plugins:

• Playbook Experience Core
[com.glide.playbook_experience.config]

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The next two (2) applications are obtained from the store:
• Playbook Experience [sn_playbook_exp]
• Playbook Experience Components [now_playbook_exp]
For more information, see Install a ServiceNow Store application.
HR cards
The Playbook tab under HR Service Delivery Agent Workspace has
HR cards.
HR cards show each activity in the activity set or child task

generated from an activity.
Below is an example of an HR card showing an HR task record.

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• The Verify Work Authorization card has an HR
task type = Mark When Complete condition.
• Each activity shows an HR task, case, request, and others. The

activities look at the HR Playbook Card Configuration table to
match the lowest order record.
• The HR Playbook Card Configuration can have filters to determine
what values to render.
• Use HR Playbook Card Configuration to configure cards.
• For more information, see Configure HR Service Delivery playbook
card.
As an HR administrator, use this to configure how each playbook looks in HR

Service Delivery Playbook for different types of records (HR case, task, and
others). Different record types have different relevant information to show.
The base system provides 19 records.
Note: For more information on playbook configuration, see Set up a

playbook.
Configure HR Service Delivery playbook card

Use Playbook Card Configuration to view and manage what appears for each
card in an activity set.

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Before you begin
Role required: sn_hr_ws.admin
For example, the Verify Work Authorization is a mark when complete card that
the base system provides.
Each activity attempts to show a record (HR task, HR case, request, and so on)
and goes through the card configuration and attempts to match to the lowest
ordered record in the table.
The properties from the card configuration record are filled in from the record
(HR task, HR case, request, and so on).
Procedure
1. Navigate to HR Administration > Playbook Card Configuration.
HR Playbook Card Configuration form
Field Description
Name The name that identifies the HR

Playbook Card Configuration.
Table The record type of the configuration.
Determines what card appears
for each activity within an activity
set (lane). Also determines what
properties the card uses.
Condition The conditions that determine if the
type values render to an HR Playbook
card.

Global.
Activity type The activity type from a lifecycle
event activity. Activity types can
be approvals, employee activities,
fulfiller activities, notifications, and
more.

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Field Description
Note: For more information,

see Configure the supporting
components for a lifecycle
event.
Active Indicates if the record is active and
available for use.
Order The order in which the activity
attempts to match this record. The
lowest values are evaluated first.
The Type Values section determines what appears on each card.
Type Values
Field Description
Associated table Not applicable at this time.

Footer Information you want to appear in
the footer of an HR Playbook card.
Enter text or click the pill picker
icon to display references you
can select from to automate the
placement of information.
Associated record Not applicable at this time.
Icon Displays an icon that appears in the
upper, left-side of the card.

select the icon you want to appear.
Description Select the pill picker icon to display
a description on the card.
Note: This is not a free-form

field, you must select from the
available
Attachments read only Check to indicate existing
attachments can only be read.

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Field Description
Note: This is a read only

field and not for adding
attachments to the activity. See
the Attachment source field.
Title The title of the card. You can enter
free-form text or select from the list
after clicking the pill picker icon .
Form fields Displays a vertical column of fields
that render below the row of record
fields.
Note: The fields are editable

when at least one button on the
card says Form fields required.
You can enter comma separated

text or select fields by clicking the pill
picker icon .
The fields you select appear as a
column on the left-side of the card.
Show SLA Check to indicate you want the SLA
icon to appear at the top, right-side
of the card.
The icon shows the state of the SLA.
Tagline Enter or select information that
appears at the top of the card
above the title.
Attachment source Use to allow uploading of
attachments.
Selecting associated_record allows
the user to upload an attachment
from the card.
Record fields Fields you want to appear across the
upper section of the card.
Enter comma separated list of fields
you want to appear on the card or
click the xx icon to select references.

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Field Description
Show Checklist Check to display the checklist from

the activity.
Users can check off tasks the same
way they do on the case form.
Assigned to Identifies the Assigned to agent.
You can enter free-form text or select
from the references after clicking the
pill picker icon .
The name appears next to the title.
Form View Works with the Form fields and allows
you to define an entire section you
want to appear on the card.
HR Playbook Experience
Use Playbook Experiences to select the playbook your company uses.
The base HR Service Delivery Playbook contains a pre-configured playbook
experience.
A Playbook experience is tied to Playbook Configurations and Playbook Activity
Overrides.
Playbook Configuration
• Decide if you want the activity state icon on the card.

• Determine what fields to use in the Playbook filter.
• Determine the maximum number of form fields allowed on a card
before a model is used.
• Define the conditions to display on the card for the SLA time icon.
Playbook Experiences
Controls the playbook user experience.
• Sets up display and activity filters.
• Provides SLA integration.
• Provides access control.
Activity Overrides
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The base system uses activity overrides to show the list card for
requests and the default record card for collapsing and expanding
tasks. Activity overrides are also for expanding cards assigned to the
user, overdue, SLA breached, and so on that agents see by default.
Activity overrides control the logic and conditions for cards that are
expanded and cards that are collapsed.
Enables you to override three (3) defaults for each card (from the
What to override tab):
• The type of card used (default card, list card, create record card,
knowledge card, and so on).
• Expand state (should this card open by default when playbook
loads).
• Roles Required (should you limit this card to specific roles).
Activity Actions
Defines playbook actions like add using forms, conditions, and
scripts, and what buttons appear on a card. You can configure
these buttons:
• Location, where the buttons appear.
• Button type and color.
• How the button is implemented (server script, client action, or a UI
component modal).
Activity actions also work with displaying buttons and icons that
can:
• Render a component (Add Approvers or Close Complete).
• Update the record (change its state).
To make changes to the default configurations, see Update playbook

experience configurations.
Configure HR Playbook Experiences

Use Playbook Experiences to modify the default playbook experience
configurations.
Before you begin

Note: To make changes, clone the HR Playbook Experience record first.

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Procedure
1. Navigate to Playbook Experience > Playbook Experiences.
2. Select HR Playbook.
3. Select the Playbook Configurations tab and select true.
For information on the form fields, see Update playbook experience
configurations.
4. Select the Playbook Activity Overrides tab and an activity override.
For information on the form fields, see Set up playbook activity overrides.
5. After editing or creating, click Update or Submit.
Configure HR Playbook activity overrides

Create optional activity overrides for the default behavior of activities in your HR
playbook.
Before you begin

Note: You can also access Playbook Activity Overrides from Playbook
Experiences. See Configure HR Playbook Experiences.
Procedure
1. Navigate to Playbook Experience > Activity Overrides.
2. Select an activity override or New.
For information on the form fields, see Set up playbook activity overrides.
Configure HR Playbook activity actions

Use playbook actions to enable users to complete (add buttons and lists) and
skip activities.
Before you begin

Procedure
1. Navigate to Playbook Experience > Activity Actions.
2. Enter or edit the form fields.
For information on the form fields, see Customize Playbook actions.

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Using HR Service Delivery Playbook
Currently, HR Service Delivery Playbook is only available for use with lifecycle
event HR cases.
Playbook shows as a tab on the HR Agent Workspace form after displaying an LE
case.
Note: The Playbook tab only appears after the HR case has moved to
Ready or Work in Progress. This triggers the lifecycle event and data
appears for all launched activities.
Selecting the Playbook tab allows you to view and work all lifecycle event
activities and their child tasks in a single pane.
Note: Tasks that are created ad-hoc and not part of the workflow do not
appear in the tab, but may be accessible in regular related lists.
Lifecycle event
The title of the lifecycle event is at the top below the Playbook tab
in the stage panel.
Activity sets

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The list of lanes along with their status
icon appear below the lifecycle event
description.
Under the New Hire Onboarding (Demo) lifecycle event are five (5)
activity sets:
• Start onboarding
• Prepare for day 1
• Start your new job!
• Ramp up
• Initial check-in
Activities
Click on an activity set to view the associated activities.

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HR Playbook add a note or comment
You can add a work note or comment to an HR lifecycle event case from
Playbook.
Before you begin

Procedure
2. Select a lifecycle event case.
3. Click an activity set.

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4. Click an activity within the opened activity set.
5. Click the Add note or comment icon .

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6. Select Work notes (Private) or Comments.
7. Enter text and click Post Work notes (Private) or Post Comments.
8. Click the Filter by icon to filter by activities.

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9. Check the filters you want to show activities under.
10. Click the More Options icon .
11. Select the filters you want to use to show activities by.

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HR Playbook open a case or a task
You can open a sub-case or task on an HR lifecycle event case from Playbook.
Before you begin

Procedure

1639
5. Click the Open task icon .
6. The details of a sub-case or task opens.

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7. You can make edits and click Save.
8. To return to Playbook, click the Details tab.
HR Playbook see activity

You can view the activity stream in a modal from HR Playbook.
Before you begin

Procedure

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5. Click the See activity button.
Note: Only agents with access to the case card and not assigned to the
case can see this button. The Assigned to agent does not see this button.

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Activities can have links to training, videos, or catalog
items. The state of the activity also appears to the right.
HR Playbook add attachment

Depending on the activity, you can add attachments from Playbook.
Before you begin


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Procedure
5. Click +Add File.

6. Select the file you want to up load and click Open.

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HR Playbook rescind an activity
You can cancel and revert work done in a lifecycle event case using the rescind
process.
Before you begin

For more information, see Configure the rescind process for a lifecycle event.
Procedure
3. Click Rescind.
4. Enter a reason for rescinding the case. You cannot undo a rescind, so
proceed with caution.
5. Click OK. The rescind activities appear and future activity sets are cancelled.
View email sent to opened for or subject person

As an HR agent, you can view emails to the opened for or subject person on a
Before you begin

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Procedure
3. Select an activity set.
4. From any activity, when there is a See email body button, click it.
The email appears.

5. Click the X at the top, right corner of the email to close it.
HR Service Delivery Agent Workspace integration with Universal

Request
With the integration of HR Service Delivery Agent Workspace and Universal
Request applications, you can provide a consistent user experience for
employees while creating service requests.
Overview
A universal request gets created when an employee clicks the Request help
option in Employee Center. A universal request routing agent analyses the
issue (as HR department related) and creates an HR case from that universal
request. After the case gets resolved by an HR agent, the state of the HR case
changes to Awaiting Acceptance. Automatically, the state of the universal
request changes to Awaiting response. Finally, after the employee accepts the
resolution, the universal request gets closed and in turn, the HR case gets closed.
At any point in time, the HR agent can route the HR case back to the universal
request queue with or without resolution.
All the important details, such users who are working on the issue, inter-
department transfers, and work notes, are recorded in the universal request
ticket providing complete visibility to the employee who has raised the request.
Activating the necessary plugins

After you have activated the Human Resources Scoped App:
Workspace (com.sn_hr_agent_workspace) and Universal Request
(com.snc.universal_request) plugins, you will notice that:
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• The Universal Request form has the UI action to create an HR case.
• The Universal Request field appears on the HR case form only when an HR
case is associated with a universal request record.
• The Transfer button appears on the HR case form to let an HR agent route an
HR case back to the universal request, another department, or service.
Create an HR case from Universal Request in HR Service Delivery Agent

Workspace
Create an HR case from a universal request record to restore service to a
customer as soon as possible. After creating the HR case record, you can
investigate potential solutions.
Before you begin

Role required: routing_agent and sn_hr_core.case_writer
Procedure
2. Navigate to Universal Requests > All.
3. Open the universal request record from which you want to create an HR case.
4. Click Create HR case.
5. Fill in the required fields on the HR case form.
Note: The Employee Information field values are automatically copied

from the universal request to the HR case.
Field Description
COE The Center of Excellence

HR service The HR service type
Opened for The person the ticket is opened for
Subject person The subject person
Work notes Other notes if any
6. Click Submit.
The HR case number appears in the Primary Ticket field on the universal
request form, and the ticket is listed in the Associated Tickets related list. Also
the universal request number from which the HR case is created appears in
the Universal Request field on the HR case form.

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Work on an HR case of Universal Request in HR Service Delivery Agent
Workspace
Provide resolution to an HR case that is initiated from a universal request.
Before you begin

About this task

The state changes described in the procedure can be configured to suit your
requirements. For more information, see Universal Request state mapping
Procedure
1. Open the HR case that is created from a Universal Request.
The state of the case changes to Work in Progress.
3. Click Closed Complete when the resolution is provided.
The state of the HR case is changed to Awaiting acceptance and the state of
the universal request is automatically changed to Awaiting response. On the
Employee Center:
• If the user accepts the resolution, the state of the universal request is
changed to Closed. The state of the HR case is automatically changed to
Closed Complete.
• If the user rejects the resolution, the state of the universal request is changed
to In progress. The state of the HR case is automatically changed to Work in
progress.
Important: If for some reason the HR agent clicks Closed Incomplete

without routing the HR case back to universal request, then the behavior
is as follows:
• If the Needs Additional Review check box is selected on the universal
request, the universal request will be in the In progress state, and the
HR case will be in the Close Incomplete state.
• If the Needs Additional Review check box is deselected on the
universal request, the universal request gets closed based on the state
mapping.
Transfer an HR case to Universal Request in HR Service Delivery Agent

Workspace
Transfer an HR case back to the Universal Request queue, or to another
department with or without resolution.

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Before you begin
About this task

Configure the sn_uni_req.transfer_type property in the Universal Request
properties page to determine how to handle the primary ticket transfers. For
more information, see Universal Request properties.
Procedure
1. Open the HR case that you want to transfer.
2. Click Transfer.
Note: The Transfer option is displayed only if you are a part of the
assignment group or if the case is assigned to you.
3. In the transfer dialog box, provide the following details.
Note: Based on your transfer type configuration, the given fields are
displayed. For more information, see Universal Request Properties.
• Action: Select if the case should be transferred to another department or

back to Universal Request
• Department: Select the department from the list.
• Service: Select the specific service of the chosen department.
• Transfer reason: Select the reason from the list.
• Transfer notes: A brief description for routing the primary ticket that you want
to pass to the UR Routing agent.
• Copy additional comments and attachments: Deselect if you do not want to
transfer the ticket with additional comments and attachments. By default,
all attachments and comments are transferred.
Note: Work notes are not copied while transferring.

4. Click Transfer.
Results
• On the HR case form, you can view the transfer reason and transfer notes.
• The state of the HR case is changed to Closed Incomplete and the transfer
reason and transfer notes are copied to the universal request.
• The state of the universal request remains In progress.

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Note: The state changes mentioned can be configured. See Transfer
configuration for more information.
User Experience for HR Service Delivery

The User Experience Analytics dashboard provides an interface to view and
monitoring the key performance indicators (KPIs) of web applications built on
the Employee Service Portal.
You can access the dashboard from Dashboard and Reporting. Monitor key
performance indicators of the users experiences to create more intuitive user
journeys. Click the respective session for a detailed analysis.
• Enable the analytics to view the number of users and their engagement rates
over time.
• Analyze the analytics such as geographic, sessions, operating system, and
more.
• Track user actions, see user flows, and understand user behavior.
• Gain visibility into the workflows and create more intuitive user journeys.
Dashboard overview
From dashboard, you can track the following employee sessions, page views,
and actions. Navigate to User Experience Analytics > Dashboard for more
information on the following modules and controls:
• Total active users
• Total sessions
• Page views
• Unique users
• Average session duration
• Retention
• Funnel completion
• Top events
To track the actions, you must enable the analytics first.
Note: When you launch the application for the first time, you must enable
the consent for tracking the user analytics. Based on your geographic
location, your consent settings may change.

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Event tracking
Track the following events, status, and progress of the following events. Navigate
to User Experience Analytics > Analytics > Events for more information.
• To-do opened
• To-do completed
• My requests
• Relevant for you
• Successful login
• Tracking enabled
• Tracking disabled
• View knowledge article
• Successful submissions at survey response
• Unsuccessful attempts at survey response
• Submit record producer request
• Submit catalog request
• Search
Employee To-dos
Track the employee to-dos, tasks, actions, short descriptions, and status from the
sessions section. Navigate to User Experience Analytics > Sessions > Timeline for
more information.
• To-do type
• To-do opened
• To-do completed
Relevant for you

Track the Relevant for you information from the sessions section. For example,
you can see article title, page id, and more. Navigate to User Experience
Analytics > Dashboard > Sessions > Timeline for more information.
My Requests
Track the progress of My Request information from the sessions section. For
example, you can see Action: Ask A Question, Action: Accept Resolution,
HR Case, HR Service, and more. Navigate to User Experience Analytics >
Dashboard > Sessions > Timeline for more information.

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Knowledge
See how employees use the progress of knowledge articles. Navigate to User
Experience Analytics > Analytics for more information.
Analytics and reports

See the analytics about usage, technical, geographic, events, retention, and
more. Navigate to User Experience Analytics > Analytics for more information.
You can see the reports for various timelines such as daily, weekly, monthly.
View user metrics related to Listening Posts surveys

View user experiences while taking pulse surveys to better understand overall
employee interaction with a survey.
Before you begin

• Role required: sn_lp.admin
• Plugins required: Listening Posts [sn_lp], User Experience Analytics
[com.glide.appsee], and Service Portal Analytics plugin [com.glide.service-
portal.analytics]. For more information, see Listening Posts integration with User
Experience Analytics.
• Ensure that the application scope is set to Listening Posts. For more
information, see Listening Posts.
About this task

The User Experience Analytics dashboard provides information about an
employee's interaction with the Listening Posts My Survey and Listening Posts
Take Survey widgets. For more information on widgets, see Widgets for Listening
Posts.
Note: On the User Experience Analytics dashboard, the data is updated 30

minutes after the actions are recorded on the Listening Posts survey widget.
For more information about the information displayed on the User Experience
Analytics dashboard, see User Experience for HR Service Delivery.
Procedure
1. Navigate to User Experience Analytics > Dashboard.
2. On the User Experience Analytics dashboard, select Events in the left panel.

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3. Click Expand to the right of the names of the events relevant to survey
widgets: Successful submissions at survey response and Unsuccessful attempts
at survey response.
For more information about the details that are displayed for these events,
see Events related to the Listening Posts surveys on User Experience Analytics
dashboard.
Events related to the Listening Posts surveys on User Experience

Analytics dashboard
The User Experience Analytics dashboard displays events to understand the users
behavior when interacting with the Listening Posts survey widgets.
You can evaluate the successful and unsuccessful attempts of an employee
related to the Listening Posts My survey and Take survey widgets by viewing
two related events on the User Experience Analytics dashboard: Successful
submissions at survey response and Unsuccessful attempts at survey response.
For example, understanding the average time taken by an employee to
respond to a survey, or view the number of resignations in the survey process
could help you evaluate how to improve the design of future surveys or indicate
whether more encouragement is needed to increase employee participation.
Successful submissions at survey response

On Listening Posts survey widgets, the Successful submissions event indicates
that the users have attempted the survey and were able submit it without
any difficulty. The following image shows the dashboard charts that display
employee interactions on the widgets as actions on the associated properties.

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• Distribution of time spent
The percentage of average time spent by an employee either on the My
survey widget or the Take survey widget. The time spent data is grouped in
time durations of <30 seconds, >30 seconds, or >60 seconds.
• Submissions with flow change
Note: This metric applies only to the My survey widget.
A flow change is any alteration to the natural course of a flow, for example,
the user navigating backward rather than proceeding forward. This chart
displays the percentage of flow change by user's who Navigated forward or
Navigated back when taking the survey.
• Submissions with comments across widgets

The percentage of submissions with comments across the Listening Posts My
survey and Take survey widgets.
• Submissions across surveys

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The percentage of successful submissions across various surveys. For example,
the sample image shows the percentage of submissions distributed across PS1
and PS2 surveys.
• Distribution of submissions across widgets (My Survey & Take survey)

The percentage of successful submissions distributed across the Listening Posts
My survey and Take survey widgets.
Note: On the dashboard, the Channels, Applications, Page Id, and

Instance Id charts are default properties that are not custom-defined for
the Listening Posts widgets.
Unsuccessful attempts at survey response

On Listening Posts survey widgets, the Unsuccessful attempts event indicates
that the users have attempted the survey but were not able complete it
or submit it. The following image shows the dashboard charts that display
employee interactions on the widgets as actions on the associated properties.
An attempt is defined by the actions performed in any of the following three

properties: Distribution of time spent, Attempts to rate, and Attempts to
comment.

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• Distribution of time spent (on either of the widgets)
The percentage of average time spent by an employee. The time spent
can be either on the My survey or Take survey widget. The time spent data is
grouped in time durations of >10 seconds, >60 seconds, or >120 seconds.
• Attempts to rate
The percentage of unsuccessful attempts to rate a survey. True indicates that
the employee clicked on a rating but did not submit it and False means the
employee clicked on the rating and submitted it.
• Attempts to comment
The percentage of unsuccessful attempts to comment by clicking the
comments box on the widget. True indicates that the employee typed
the comment but did not submit it and False means employee typed the
comment and submitted it.
• Attempts across surveys

The percentage of unsuccessful attempts across various surveys. For example,
the sample image shows the percentage of attempts distributed across PS1
and PS2 surveys.
• Distribution of attempts across widgets (My survey & Take survey)

The percentage of unsuccessful attempts distributed across the Listening Posts
My survey and Take survey widgets.
Performance Analytics for HR Service Delivery

HR Performance Analytics measures key performance indicators to track HR
performance over time.
HR Performance Analytics Scoped requires a separate premium subscription to
the Performance Analytics application. Activate the:
• Performance Analytics Premium for Human Resources Management
[com.snc.pa.premium.hr] plugin
Also, activate one or more of the following content packs:

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• Performance Analytics - Content Pack - Human Resources Scoped App
[com.sn_hr_pa]
• Performance Analytics - Content Pack - Human Resources Lifecycle Events
Scoped App [com.sn_hr_lifecycle_pa]
• Performance Analytics - Content Pack - Human Resources
[com.sn_hr_employee_files_pa]
To configure the Performance Analytics (PA) dashboard, assign the

Performance Analytics Administrator [pa_admin] role to the HR Administrator
[sn_hr_core.admin] role.
Note: Only the System Administrator [admin] can assign PA roles to

employees.
See Performance Analytics roles.

Contact your account manager for more information.
Related information
Performance Analytics
View HR Performance Analytics Scoped

HR Performance Analytics for the scoped version of HR Service Delivery helps
you align resources and systems to strategic objectives.
Before you begin

Before you can view HR Performance Analytics data, your organization must
purchase a subscription to Performance Analytics and an administrator
activates the plugin.
About this task

After activating HR Performance Analytics, the collection job runs daily by
default and is configurable. 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.
Scheduled Data Collection
There are two jobs specific to the Performance Analytics - Content
Pack - Human Resources Scoped App [com.sn_hr_pa] plugin:

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• [PA HR Case] Daily Data Collection
• [PA HR Case] Historic Data Collection
See Create or schedule a data collection job.
Indicators
Each job has indicators to make data collection efficient and
defines what data to collect.
See Configure a job indicator.
View dashboards
After the PA jobs run, you can view the collected data from the
Dashboard.
See Dashboards overview.
HR Manager
Provides detailed data about open cases that helps managers
quickly assign agents and look deeper into opened cases. You can
sort this dashboard by assignment group.
• You can only filter this dashboard by Groups.
• The Overview tab provides summaries by backlog of all open
cases, average time to resolution, and unassigned opened cases.
• The Operational tab shows the number of open cases by
backlog, critical, breached SL, not updated in the last 10 days,
and unassigned open. You can also filter by priority, state,
assigned to, topic category, and HR service.
• The Backlog monitor tab shows the number of all open cases,
average reassignment, cases not updated in last 3 days,
unassigned, and the average age of open cases. You can also
sort by COE, topic category, HR service, assignment group, agent,
state, source, or priority and further by type of HR case. The format
of the data is interchangeable.
HR Agent
Provides detailed data for the logged in HR agent. It provides the
number of backlog of open cases, breached SLA cases, approval
requests, and unassigned cases.
Group and stack the opened backlog cases by priority or state .

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You can filter by state, topic category, source, and priority.
The Performance Analytics dashboard provides the following reports.

Volume of Open/Closed Cases by Category
The line chart shows 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 shows 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 shows the average number of active cases by state
for each of the last four weeks. It also shows the total number of
cases for each week. The Breakdowns tab shows the aging buckets
and the total number of cases in each bucket.
Active HR Cases by State
The trending chart shows 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 shows aging buckets and the
number of cases in each bucket for that date.
Active HR Cases Managed by Agent - Weekly AVG
The trending chart shows the number of cases assigned to each
agent over the past four weeks.
Active HR Cases SLA Indicator per Week- By AVG
The bar chart shows the average number of cases that were in
each aging bucket for each of the last four weeks. The Breakdown
tab shows 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.
• 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.

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◦ 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.
What to do next
For more information about performance analytics and how to develop and
modify widgets for your organization, see Performance Analytics concepts .
HR Performance Analytics Scoped solutions

Analytics and Reporting Solutions contain preconfigured dashboards. These
dashboards contain actionable data visualizations that help you improve your
business processes and practices.
Use the Performance Analytics widgets on the dashboard to visualize data over
time, analyze your business processes, and identify areas of improvement. With
Analytics and Reporting Solutions, you can use Performance Analytics for your
application with minimal setup. You can also create your own objects.
Important: Set up and test Analytics and Reporting Solutions on a non-

production instance before enabling them in production.
Note: Analytics and Reporting Solutions provide all the configuration

records required to analyze default applications. Customize these
records for use in your production environment. For more information, see
Configure Analytics and Reporting Solutions.
To enable the solution plugin, an admin can navigate to System Definitions

> Plugins and activate the Performance Analytics - Content Pack - Human

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Resources Scoped App and the Performance Analytics - Content Pack - Human
Resources Lifecycle Events Scoped App plugins.
Note: This solution applies to the scoped Human Resources application

and not the Human Resources application available in earlier releases.
Add Self-Service Analytics to your Human Resources dashboards

If you have Self-Service Analytics activated on an instance, you can add Self-
Service analytics widgets to your Performance Analytics dashboards or a Service
Portal. To obtain a ready-made set of indicators and breakdowns, activate the
Self-Service Analytics PA (com.snc.pa.self_service_analytics) plugin. Find the
Self-Service indicators through the Performance Analytics Admin Console, then
create widgets and add them to your dashboard or portal. Also activate the
[SSA] Self-Service Analytics data collection job.
Related information
Analytics and Reporting Solutions
Activate your Performance Analytics subscription
Human Resources agent dashboard

The dashboard for HR Agents monitors caseloads to help stay on top of the
backlog, enabling the HR Agent to provide a streamlined experience for the
organization workforce.
Note: This dashboard is available in the Human Resources Scoped App

content pack.

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End users and roles
HR Agent: Needs to sn_hr_core.basic, The HR Agent can

monitor his/her cases sn_hr_core.case_writer provide a streamlined
and measure his/her experience for the
performance to stay on organization workforce.
top of the backlog.
Use case
Organizations need to understand and meet or exceed the expectations of the
modern workforce and provide a delightful employee experience. Using this
dashboard, the HR Agent can track the progress of the cases they own, sorted
by priority.
Reports
The Human Resources Agent dashboard contains the following reports:
Title Type
Approvals Requested
Single Score
My HR Open Backlog
List
My Open Backlog
Single Score
My Open Backlog Distribution
Horizontal bar
My SLA Breached Cases
Single Score

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Title Type
Unassigned Cases
Single Score
Unassigned Cases Distribution
Horizontal bar
Human Resources manager dashboard

The dashboard for HR Managers provides insights on how HR teams are meeting
expectations. The HR Manager can measure and improve the influence of their
team on meeting and exceeding workforce expectations.
Note: This dashboard is available in the Human Resources Scoped App

content pack.
Overview tab

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Operational tab

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Backlog monitor tab
End users and roles
End user and goal Required role
HR Manager: Needs clear visibility into sn_hr_core.manager

the operations of the shared service
center.
Use case
Organizations need to understand and meet or exceed the expectations of
the modern workforce and provide a delightful employee experience. This
dashboard provides the HR manager with an overview of the number of HR
cases and the time and difficulty in resolving them.
Indicators
The HR Manager dashboard presents the following key performance indicators:
Average case survey score

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Measures the average score of the customer satisfaction survey
that is sent to the employees after a case is closed. The score should
maximize over time.
The CSAT widget on the dashboard presents an average over the
last seven days of the average case survey score.
HR Cases Growth
Measures the change in volume of your case backlog. This value is
calculated from other indicators using the formula Number of open
cases - Number of closed HR cases.
Number of open cases with breached SLAs

Measures the number of open cases that have SLAs greater than
100.
Average age of open cases
Measures the average time that a case remains open. This value is
calculated from other indicators using the formula Summed duration
of open cases / Number of open cases / 24.
On the dashboard, this indicator is labeled Open Cases Age.

Average age of closed cases
Measures the average amount of time that it takes to close a case.
This value is calculated from other indicators using the formula
Summed duration of open cases / Number of open cases / 24.
The Average time to close - Weekly widget presents an average

over the last seven days of the average age of closed cases.
Number of open cases
Measures the number of cases that were opened on or before
today that have not been closed yet.
The number of open cases is plotted against the age of open cases.
Average reassignment of open cases
Measures the average number of times a case is reassigned. This
value is calculated from other indicators using the formula Summed
reassignment of open cases / Number of open cases.
Number of cases with no updates in last 3 days

Number of cases with no updates in last 10 days
The number of open cases that have gone 3 or 10 days,
respectively, without any updates.
Summed duration of open cases
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Measures how long all open cases have been open for.
Number of reassigned open cases
Measures the number of cases that have a reassignment count
greater than 0.
Summed reassignment of open cases
Measures how many times a case is reassigned.
Number of unassigned open cases
Measures number of open cases that are yet to be assigned.
Number of closed HR cases
Measures the number of cases that were closed today.
Summed duration of closed cases
Measures the time taken to close all cases.
Number of new cases
Measures the number of cases that were opened today.
Breakdowns
• Age
• Agent
• Assignment Group
• COE
• HR Service
• Priority
• Source
• State
• Topic Category
Reports
The Human Resources Manager dashboard contains the following reports:
Title Type
# Breached SLA
Single Score

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Title Type
# Critical Cases
Single Score
# Not updated last 10 days
Single Score
# Unassigned Open Cases
Single Score
Approvals Requested
Single Score
Open Backlog
Single Score
Open Backlog by State
List
Open Backlog by State
Horizontal bar
Open Cases Distribution
Heatmap
Time Spent in Each Group(last 6 months)
Multilevel Pivot
Unassigned Cases
Single Score

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HR Onboarding Executive dashboard
This dashboard gives Human Resources executives insights into how smoothly
new employees progress through onboarding activities. Real-time information
gives them all the insights they need to measure and improve the influence of
their team on providing a delightful employee experience.
Note: This dashboard is available in the Human Resources Lifecycle Events

Scoped App content pack.
Overview tab
Activity Analysis tab

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New Hire Experience tab
End users and roles
End user and goal Required Performance Analytics role
HR Executive: Needs clear visibility into sn_hr_core.manager

employee experience
HR Onboarding Executive indicators

Number of employees leaving the company
Measures employee attrition. The Employee Turnover widget
displays this value, broken down by department, employment type,
or employment duration.
Average number of onboarding activities per onboarding case
Measures how many activities are closed on average from the total
number of closed onboarding cases, using the formula [Number of
Closed Onboarding Activities] / [Number of closed lifecycle events
cases > HR Service = Request Onboarding]
Average new hire satisfaction survey score

Measures the average score of the new hire satisfaction survey
which is sent to the employees after they have onboarded
Average time taken for onboarding activities
Measures the time taken on an average to finish onboarding
activities per onboarding case, using the formula [Summed duration
of onboarding activities] / [Number of closed lifecycle events
cases > HR Service = Request Onboarding] / 24
Number of HR Cases logged in first 30 days of employment

Measures the number of non-onboarding HR cases that were
logged by employees during the first 30 days of their employment

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Average number of onboarding activities per onboarding case - Fulfiller
Measures how many activities assigned to the fulfiller are closed on
average from the total number of closed onboarding cases, using
the formula [Number of closed onboarding activities - Fulfiller] /
[Number of closed lifecycle events cases > HR Service = Request
Onboarding]
Average number of onboarding activities per onboarding case - Employee

Measures how many activities assigned to the employee are
closed on average from the total number of closed onboarding
cases, using the formula [Number of closed onboarding activities -
Employee] / [Number of closed lifecycle events cases > HR Service
= Request Onboarding]
Average time taken for onboarding activities - Employee

Measures the time employees take on average to finish their
onboarding activities as part of onboarding case, using the formula
[Summed duration of onboarding activities - Employee] / [Number of
closed lifecycle events cases > HR Service = Request Onboarding] /
24
Average time taken for onboarding activities - Fulfillers

Measures the time fulfillers take on average to finish their
onboarding activities as part of onboarding case, using the
formula [Summed duration of onboarding activities - Fulfiller] /
[Number of closed lifecycle events cases > HR Service = Request
Onboarding] / 24
Number of closed lifecycle events cases

Measures number of lifecycle events cases closed today
Number of closed onboarding activities
Measures the number of all activities closed as part of a lifecyle
case, using the formula [Number of closed onboarding activities -
Employee] + [Number of closed onboarding activities - Fulfiller]
Number of closed onboarding activities - Employee

Measures the number of closed activities assigned to the new hire
Number of closed onboarding activities - Fulfiller
Measures the number of closed activities assigned to the fulfiller
Number of IT Requests logged in first 30 days of employment
Measures the number of IT Requests that were logged by
employees during the first 30 days of their employment
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Number of new lifecycle events cases
Measures number of lifecycle events cases opened today
Number of open lifecycle events cases - Employees starting in next 7 days
Measures number of open cases for employees starting in the next 7
days
Number of open lifecycle events cases - Post day 1
Measures number of open cases for employees who have already
started
Number of open lifecycle events cases - Pre day 1
Measures number of open cases for employees who have yet to
start
Breakdowns
• Activity
• Activity Set
• Department
• Employment duration
• Employment Type
• Location
• Owner Group
• Region
Reports
The dashboards include the following reports:
Title Type
Overdue Activities - Employee
Single Score
Overdue Activities - Fulfiller
Single Score

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Virtual Agent for HR Service Delivery
HR Service Delivery and Virtual Agent provide an automated chat with an
employee requesting HR services. You can program Virtual Agent to understand
the intent of an employee to handle repeatable requests.
Virtual Agent enhances the employee experience by addressing queries
immediately.
At any time during a virtual chat, the employee can request to interact with a
live HR agent.
For more information, see Virtual Agent.
Predefined Virtual Agent topics for HR Service Delivery

The base system provides the predefined Virtual Agent topics (chatbot
conversations) designed to help your customers complete common self-service
HR tasks. These topics are not published and found under the Virtual Agent
Designer. For more information, see Virtual Agent Designer.
For more information on predefined virtual agent topics, see Predefined Virtual
Agent topics, topic blocks, and ServiceNow NLU models.
The following predefined, HR Service Delivery Virtual Agent topics are available:
• Add Emergency Contact (Template)

• Ask a Question (Template)
• Benefits Overview (Template)
• Create HR General Inquiry Case (Template)
• Delete Emergency Contact (Template)
• FAQ Search Fallback Topic (Template)
• General HR Inquiry (Template)
• New Hire Orientation (Template)
• Pay Discrepancy (Template)
• Request for Leave (Template)
• Update Address (Template)
• Update Email (Template)
• Update Emergency Contact (Template)
• Update Phone Number (Template)
A topic defines the dialog between the Virtual Agent (chat support bot) and
user to accomplish a specific goal. The information exchanged during the
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conversation flow (user inputs and bot responses) enables the chatbot to fulfill a
user request or assist a user in completing a task.
For more information, see Designing a Virtual Agent topic.
Custom portals and ticket page

If your company has created a custom portal and/or ticket page, and you want
the HR case link (in Virtual Agent) to redirect to your portal and/or ticket page:
• Create a system property that links the HR case in Virtual Agent to your portal
and/or ticket page. For example:
◦ Custom portal name: escServiceNow
◦ Custom ticket page name: new_ticket_page
◦ sys_property:
com.glide.cs.portal_url_mapping.escServiceNow.sn_hr_core_case
◦ Value: /escServiceNow?id= new_ticket_page&sys_id={{data.sys_id}}
◦ Application: Global
Note: See Add a system property.
Natural Language Understanding (NLU) support

You can set up HR Service Delivery Virtual Agent to use Natural Language
Understanding (NLU) to understand word meanings and word contexts to infer
user or system actions.
For more information about NLU and the NLU Workbench, see Natural Language
UnderstandingNatural Language Understanding and Activate the NLU
Workbench.
Also, see Natural Language Understanding in Virtual Agent.
Note: This feature is only available with the HR Professional and HR

Enterprise packages.
Reusable HR Service Delivery Virtual Agent topic blocks

Create and reuse topic blocks to perform common functions in HR Service
Delivery Virtual Agent conversations, like creating an HR case or performing a
search.
Topic blocks help you be more productive by minimizing duplicate subflows, are
easier to maintain, and ready to use immediately.
The following predefined, reusable topic blocks are:

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• Contextual Search
• Create HR Case
• Survey
• Transfer to Live Agent
• Update HR Case
• Employee Authentication
• Agent Availability
• FAQ Contextual Search
• AI Search
• Request Catalog Item
• Search Catalog Item
• Pause
The Topics page in Virtual Agent Designer features a sort tab called Topic Blocks
for viewing just the reusable topic functions. For detailed information about HR
Service Delivery Virtual Agent, refer to Predefined Virtual Agent topics, topic
blocks and Now Platform NLU models.
Integration with messaging applications

Your employees can hold Virtual Agent conversations using Slack, a third-party
messaging application.
For more information, see Virtual Agent integration with messaging apps.
For information on configuring Virtual Agent notifications for certain channels
such as Slack, see Setting up Virtual Agent notifications.
Activate Virtual Agent for HR Service Delivery

Activate Virtual Agent for HR Service Delivery to provide user assistance through
a conversational messaging interface. You can also activate Virtual Agent for
®
HR Service Delivery with ServiceNow Natural Language Understanding (NLU).
Before you begin

About this task

The Human Resources Scoped App: Virtual Agent Conversations plugin
(com.sn_hr_virtual_agent) activates the sn_hr_va.min_admin_count system
property in the System Properties [sys_properties.list] table. This property prevents

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you from deleting your only Virtual Agent admin user by requiring a minimum
number of active users with this role. The minimum is two by default.
To activate Virtual Agent, do the following in order:
1. Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) that provides
the Virtual Agent framework.
2. Activate the Human Resources Scoped App: Core plugin (com.sn_hr_core)
that provides case and knowledge management for HR.
3. Activate the Human Resources Scoped App: Virtual Agent Conversations
plugin (com.sn_hr_virtual_agent) that provides a conversational bot platform
for user assistance.
If you want to activate Virtual Agent also with NLU, then activate the following
plugins after you have already activated the previous plugins:
1. Activate the Predictive Intelligence plugin (com.glide.platform_ml) that
enables the creation of machine learning solutions.
2. Activate the NLU Workbench plugin (com.snc.nlu_studio) that enables the
creation of NLU models.
3. Activate the Studio plugin (com.glide.dev-studio) that is used for adding and
updating application files.
4. Activate the HR Service Delivery NLU Model for Virtual Agent Conversations
plugin (sn_hr_nlu) that provides the NLU model used by HR Virtual Agent. This
plugin is available on the ServiceNow Store, and provides NLU models in the
English, German, French, Spanish, Japanese, Dutch, Chinese, and Brazilian
Portuguese languages.
Note: The HR Service Delivery NLU Models in the Dutch, Chinese and
Brazilian Portuguese languages do not support entity extraction (intent
matching and entity recognition).
Note: When an employee opens an HR case using Virtual Agent for HR

Service Delivery, the Source field on the HR case is Virtual Agent. For more
information, see Work an HR case.
Procedure

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<plugin name>.
Set up Virtual Agent for HR

Setting up Virtual Agent or Virtual Agent with NLU for HR Service Delivery requires
multiple steps.
Before you begin

Role required: admin, virtual_agent_admin
The base system provides predefined Virtual Agent and Virtual Agent NLU topics
(chatbot conversations).
Note: You cannot edit the provided topics. You can duplicate a provided
topic and then edit it. You can also create additional topics. See Virtual
Agent Designer.
After performing the activation steps, the Chat link replaces the Chat with HR link
on the Employee Center or service portal.
When an employee clicks the Chat link, Virtual Agent launches and the
employee is chatting with a virtual agent.
Before your employees can use Virtual Agent topics, you must activate and
publish them.
Before existing Virtual Agent topics can use NLU, you must republish them.
Note: By default, the base system provides topics as inactive and

unpublished.
If your company uses a custom service portal and ticket page, see Virtual Agent
To view, duplicate, preview, or publish HR topics in the Virtual Agent Designer:
Procedure
1. Navigate to Collaboration > Virtual Agent > Designer.
2. Click Active so the button turns green to activate a topic.
3. Click Publish.
4. Click Save.
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Configure a custom HR Service Delivery greeting experience
Define a custom HR Service Delivery greeting experience for a specific context
in which your users run Virtual Agent. Configure your greeting experiences to
automatically initiate virtual agent or immediately transfer to a live agent.
Before you begin

Prechat is independent of the Glide Virtual Agent (com.glide.cs.chatbot)
plugin activation. This enables you to determine if you want the Virtual Agent
topic conversation experience implemented or a live agent experience
implemented.
For example, if your instance has both IT Service Management Pro and HR
Service Delivery Pro subscriptions, you can implement Virtual Agent topic
conversations when a chat starts for ITSM and Live Agent transfer when a chat
starts for HR Service Delivery.
You can only customize the greeting experience for Virtual Agent setup topics.
Customization of the setup topics is based on the condition you define. The
condition is based on context variables. The customizable setup topics include:
Setup topic type Setup topic
Anything else N/A

Live Agent Live Agent Support
Error Error Handling Topic
Greeting Greetings
Closing Closing Conversation
Survey N/A
AI Search fallback AI Search Fallback
Fallback Fallback Topic
Explore Help Virtual Agent Capabilities
You'll define the custom experience you want to implement in the Provide the
context section of the Custom Greetings and Setup record. The Condition Mode
field is configured for Advanced and you'll need to customize the condition
logic in the Script field with JavaScript that specifies the context.

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Role required: virtual_agent_admin or admin
Procedure
1. Navigate to Collaboration > Virtual Agent > Custom Greetings and Setup and
select New.
2. Refer to Configure a Virtual Agent chat experience for complete details
regarding this process.
HR Service Delivery Mobile Agent app for HR managers and

agents
You can let your Human Resource (HR) agents and managers view and update
HR cases from mobile devices by enabling the HRSD Mobile Agent app.
Activate HR Service Delivery Mobile Agent app

Activate the HRSD Mobile Agent app if you have the admin role. This app
includes demo data and activates related plugins if they are not already active.
Before you begin

About this task

The HRSD Mobile Agent app [com.sn_hr_mobile_agent] has dependencies with
the Human Resources Scoped App: Core [com.sn_hr_core] and Now Mobile
Agent Native Client [com.glide.sg.agent_native_client].
Procedure

1679

<plugin name>.
Components installed with the HRSD Mobile Agent app

Several types of components install with the activation of the for HR Service
Delivery Mobile app, including roles.
You can load demo data at the time of installation, or add the demo data using
the repair feature for plugin installations.
Roles installed
ServiceNow Mobile The role used to None

agent for HR admin manage and update
ServiceNow Mobile
[sn_hr_mobile_agent.admin]
Agent configurations
and settings.
HR agent experience for the HRSD Mobile Agent app

Human Resource (HR) agents using the HRSD Mobile Agent application reduce
case resolution time and quickly update team members while away from their
desk or office.
The HR mobile agent enables HR agents to view, update, and close HR cases
from their mobile devices.
Your Cases

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• Summary of your active cases. You can view the high-level case
summaries or open the case to view and edit case details.
The following tabs are available in the detailed view of a case.
◦ Details: Edit and transfer cases from the detail view of a case.
◦ Activity: A summary of the case activity.
◦ Tasks: A list of tasks related to the case.
• My SLA Breached Cases
• High Priority Cases
Your team
List of high-level summaries and dashboards of team cases. Click to
drill down for details.
Note: This is a Performance Analytics (PA) report. This

report is only available when you have PA enabled for your
organization.
• Team open cases

• Unassigned Cases
• Cases by priority dashboard
Click priorities to drill down for details.
HR manager experience for the HR agent mobile app

Human Resource (HR) managers can view real-time updates, track cases, and
view reports on their mobile devices when they are away from the desk or
office.
The HR Agent app enables HR managers to work on their assigned cases and
coordinate real-time updates on their team's cases.
Your Cases
• Summary of your active cases. You can view the high-level case
summaries or open the case to view and edit case details.
The following tabs are available in the detailed view of a case.

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◦ Details: Edit and transfer cases from the detail view of a case.
◦ Activity: A summary of the case activity.
◦ Tasks: A list of tasks related to the case.
• Approvals Requested lists your open approvals.
Team KPIs
List of high-level summaries and dashboards of team cases.
• Team open cases
• SLA Breached Cases
• Unassigned Cases
• Cases not updated in last 10 days
Cases by priority dashboard. Click priorities to drill down for details.

You can let your employees view HR requests, request help, complete HR tasks,
receive targeted mobile content and push notifications, chat with a virtual
agent, and more using the Now Mobile app for HR Service Delivery.

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Key features

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View HR requests
Employees can view their HR requests by

navigating to the For Me tab and tapping See
All from the My Requests section.
Note: If you're using the Now Mobile

app with the Lifecycle Events for
Enterprise [com.sn_hr_lifecycle_ent]
plugin, hiring managers can track the
onboarding progress of their new hires in
a single and consolidated section. See
Hiring manager experience for new hire
onboarding for more information.

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Request help
Employees can submit HR requests by

navigating to the Services tab and searching
or browsing for HR services. They can also tap
the plus icon, and then tap Create HR case to
create a general inquiry HR case.
Note:
The Create HR case button is displayed
on the Now Mobile App only if the
following plugins are activated in the
instance.
Human Resources Scoped App: Core (ID:

com.sn_hr_core)
Employee Service Center

(com.sn_hr_service_portal)

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Complete HR tasks
Employees can view and complete their HR

tasks by navigating to the For Me tab and
tapping See All from the My To-Dos section.
Supported task types include:
• HR tasks, such as signing electronic

documents, uploading attachments, and
watching videos.
• Lifecycle event tasks, including upcoming

activities and rescind activities. See
Enterprise Onboarding and Transitions for
more information on lifecycle events.
• Integration tasks, such as for the

SuccessFactors, DocuSign, or Adobe
Signservices. See HR Integrations for more
information on third-party integrations.
• Content tasks. See Create to-do content for

configuration details.

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Receive targeted mobile content and push notifications
Employees can receive targeted mobile

content, such as banners, text cards, and
videos, and push notifications. See Configure
mobile content and Add or modify notification
content for configuration details for content
delivery or for use in campaigns.

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Chat with a virtual agent
If enabled, employees can chat with a virtual

agent. See Enable Live Agent in the Now
Mobile app for configuration details.
Note: Chat can be initiated from any

screen in the mobile app, except for
search and list screens.
Now Mobile for HR Service Delivery is automatically activated when you
activate Case and Knowledge Management. If it is not activated, you can
manually activate Now Mobile for HR.
Related information
Now Mobile app
Activate Now Mobile for HR Service Delivery

Activate the Human Resources Scoped App: Mobile plugin (com.sn_hr_mobile)
if you have the admin role. This plugin includes demo data and activates
related plugins if they are not already active.

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Before you begin
About this task

Human Resources Scoped App: Mobile activates these related plugins if they
are not already active.
Plugins for Human Resources Scoped App: Mobile
Plugin Description
Now Mobile Request This plugin contains the application and

Native Application Screens configurations required to set up the ServiceNow
and Applet Launcher Mobile Request Native application.
[com.glide.mobile-
employee]
Procedure

<plugin name>.
Components installed with Now Mobile for HR Service Delivery

Several types of components install with the activation of the Now Mobile for HR
Service Delivery plugin, including tables and user roles.
Demo data is available for this feature. Load demo data at the time of the
plugin installation, or add the demo data using the repair feature for plugin
installations.

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Note: The Human Resources Scoped App: Mobile [com.sn_hr_mobile]
plugin activates the sn_hr_mobile.min_admin_count system property
[sys_properties.list]. This property prevents you from deleting your only
mobile admin user by requiring a minimum number (default is two) of
active users with this role.
Roles installed
Now Mobile for HR admin • None

[sn_hr_mobile.admin]
Tables installed
Table Description
Scripted Activity Set Context

[v_st_hr_activity_set_context]
Configurations for the Now Mobile app for HR Service Delivery

Configure options for the Now Mobile app for HR Service Delivery.
For more information on configuring the Now Mobile app for HR Service
Deliveryfor:
• The For Me page
◦ Greeting
◦ My To-Dos
• My Requests
• Search
◦ People search
▪ Note: Customers that do not use the Employee Center (EC), the base
system people search configuration is
▪ For information on AI Search, see Configure AI Search for mobile devices.
◦ Analytics and suggestions
• Items and services

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◦ Catalog
◦ Quick actions
• Knowledge
• Siri shortcuts
Please see Configurations for Now Mobile.
Surveys for mobile app

The Surveys for mobile app enables users to view and complete HR surveys and
assessments on the Now Mobile app.
Hiring manager experience for new hire onboarding

If you're using the Now Mobile app with the Lifecycle Events for Enterprise
[com.sn_hr_lifecycle_ent] plugin, hiring managers can track the onboarding
progress of their new hires in a single and consolidated section.
The hiring manager experience provides a consolidated view of all of the active
onboarding cases of that manager's reports. The manager can drill down into
each case form to view and complete their tasks, as well as track tasks that are
overdue, view the timeline, and check for any case updates.

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Important: For the hiring manager section to appear, the hiring manager
must:
• Be the manager of the subject person of the onboarding case
• Be the opened for person on the onboarding case
Onboarding cases that are shown in the Track new hires section do not appear
under the My Requests section. If there are no active cases, then the hiring
manager section does not appear on the app.
To learn more about new hire onboarding and lifecycle events, see Enterprise
Administer mobile onboarding

Select a lifecycle event to use with the mobile onboarding. When an
onboarding case for that event type is created, the new hire can use the app to
complete their onboarding to-dos.
Configure the different media sections to provide relevant content to new hires
at different stages of the onboarding process. And you can enable chat so that
new hires can chat with a live or virtual agent from within the app.
The following video provides an overview on how to configure the Mobile
Onboarding app.
Watch this video to learn how to configure and test the Mobile Onboarding
app.
Select a lifecycle event for mobile onboarding

Select the lifecycle event that you want to use with mobile onboarding. When
an onboarding case for that event type is created, the new hire completes the
to-dos that are associated with that case. You must also make sure that the
Display activity sets to subject person option is selected, as well as the Show
case to subject person option on the corresponding HR service.
Before you begin

A lifecycle event administrator must have set up the lifecycle event and the
corresponding HR service you want to use with mobile onboarding. See Building
a lifecycle event for more information.

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Procedure
1. Select the lifecycle event you want to use with mobile onboarding. Also make
sure that the Display activity sets to subject person option is selected.
a. Navigate to Lifecycle Events > Administration > Manage Lifecycle Events.
b. Open the lifecycle event record.
Note: A preconfigured lifecycle event named New Hire Onboarding is

available to use.
c. On the Lifecycle Event form, set the Event type field to Onboarding.
d. Make sure that the Display activity sets to subject person option is selected.
2. On the corresponding HR service form, make sure that the Show case to
subject person option is selected.
b. Open the corresponding HR service record.

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Note: A preconfigured HR service named New Hire Onboarding is
available to use.
c. Make sure that the Show case to subject person option is selected.
Configure a media section for mobile onboarding.

Configure one or more of the media sections for mobile onboarding to provide
relevant content to new hires at different stages of the onboarding process.
Before you begin

About this task

Media sections are a type of UI section that you can add to an applet launcher.
The following media sections appear on the Welcome screen at different stages
of the onboarding process, and you can personalize the content with your own
headlines, images, video, text, and function instances.
Note: Beginning in the Paris release, media sections are not enabled by
default for new customers.
Welcome to ServiceNow (Before joining)
Displays when the onboarding

case is created until one day
before the new hire's start date.

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New Hire Orientation
Displays beginning one day

before the new hire's start state
until their first day.
Welcome to ServiceNow (After joining)
Displays beginning on the

employee's start date until the
onboarding case is complete.
Case Complete
Displays on the upper half of

the Welcome screen after the
Download the employee app
Displays on the lower half of

the Welcome screen after the

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Procedure
1. Navigate to System Mobile > Applet Launcher.
2. Open the Onboarding Homepage record.
3. In the Body related list, open a media section record.
4. Configure the media section.

You can personalize the headline, text, image/video, or function instance.
• Headline
• Text
• Image or video
• Function instance
Note: You can personalize the label and configure the associated
function. To learn more about how to configure functions, see Mobile
functions.
5. Click Update.
Enable Agent Chat in mobile onboarding

Activate the Chat quick action so that your new hires can chat with a live or
virtual agent.

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Before you begin
Make sure that live and/or virtual chat are set up for use in the Employee Service
Center.
• Employee live chat overview
Procedure
1. Navigate to System Mobile > Applet Launchers.
2. Open the Onboarding Homepage record.
3. In the Body related list, under the Quick Actions Menu Maps section, open the
Chat record.

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4. Select the Active option to activate the quick action for use.
5. Click Update.
Mobile Onboarding
Enable your new hires to complete onboarding tasks, receive targeted mobile
content and push notifications, view relevant media sections, chat with an
agent, and more using the Mobile Onboarding.

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Note:
phasing out support for the Mobile Onboarding. Customers may no longer
activate it, and we are not offering enhancements or non-critical bug fixes.
Mobile onboarding features are available in the Now Mobile app for HR
Service Delivery."
Key features
Mobile Onboarding app

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Complete onboarding tasks
New hires can complete their onboarding

tasks from anywhere, such as taking their
employee badge photo, signing electronic
documents, and setting up direct deposit.

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Receive targeted mobile content and push notifications
New hires can receive targeted mobile

content (banners, text cards, and videos)
and push notifications. See Configure mobile
content and Add or modify notification
content for configuration details for content
delivery or for use in campaigns.

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View relevant media sections
New hires can view relevant media sections

at different stages of the onboarding process.
For example, new hires can learn more about
their upcoming orientation or have the option
to download the Now Mobile app after
onboarding is complete. You can configure
the different media sections to personalize
them to your organization. See Configure
a media section for mobile onboarding. for
further information.
Note: Beginning in the Paris release,

media sections are not enabled by
default for new customers.

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Chat with an agent
If enabled, employees can chat with a live

or virtual agent. See Enable Agent Chat in
mobile onboarding for configuration details.
Note: Chat can be initiated from any

screen in the mobile app, except for list
screens.
Mobile Onboarding is automatically activated when you activate Enterprise
Onboarding and Transitions. If it is not activated, you can manually activate
Mobile Onboarding.
Activate Mobile Onboarding

You can activate the Human Resources Scoped App: Mobile Employee
Onboarding plugin (com.sn_hr_onboarding) if you have the admin role. This
plugin includes demo data and activates related plugins if they are not already
active.

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Before you begin
Note:
Service Delivery."
About this task

Human Resources Scoped App: Mobile Employee Onboarding activates these
related plugins if they are not already active.
Plugins for Human Resources Scoped App: Mobile Employee Onboarding
Plugin Description
ServiceNow Mobile Request This plugin contains the application and

Native Application Screens configurations required to setup the
and Applet Launcher ServiceNow Mobile Request Native Application.
[com.glide.mobile-
employee]
Procedure

<plugin name>.

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Components installed with Mobile Onboarding
Several types of components install with the activation of the Mobile
Onboarding plugin, including user roles.
Note:
Service Delivery."
Note: The Human Resources Scoped App: Mobile Employee

Onboarding [com.sn_hr_onboarding] plugin activates the
sn_hr_onboarding.min_admin_count system property [sys_properties.list].
This property prevents you from deleting your only Mobile Onboarding
with this role.
Roles installed
Mobile Onboarding admin • None

[sn_hr_onboarding.admin]
Domain separation and HR Service Delivery

®
Domain separation is supported in HR Service Delivery. The ServiceNow HR
Service Delivery application improves the employee service experience by
automating HR interactions and providing a single platform for all HR services.
Domain separation separates data, processes, and administrative tasks into
logical groupings called domains. You can then control several aspects of this
separation, including which users can see and access data.

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Support level: Basic*
• There is business logic to ensure data goes into the proper domain for the
application’s service provider use cases.
• In the application, the user interface, cache keys, reporting, rollups,
aggregations, and so on, all consider domain at run time.
• The owner of the instance needs to be able to set up the application to
function normally across multiple tenants.
Use case: As a service provider when I use chat to respond to a tenant-

customer’s message, the client must be able to see my response.
Overview
Domain separation is best for customers who:
• Enforce absolute data segregation between business entities (data
separation).
• Customize business process definitions and user interfaces for each domain
(delegated administration).
• Maintain some global processes and global reporting in a single instance.
These users can choose to expand or collapse the domain scope to show or
hide data from other domains. For example, vendor data from Vendor A can
be separated from the vendor data of other vendors. Each vendor using the HR
Service Delivery application can have separate data that cannot be shared
with other vendors.
Note: Users always have access to data from domains that have been
explicitly granted to them by domain visibility.
How domain separation works in HR Service Delivery

• While HR Service Delivery supports separation of data, separation of logic and
process is not fully supported.
• When working in a domain-separated implementation, ensure that records
are created at the right domain level so that it is visible to the right set of users.
For example, domains that look like:
◦ Global
▪ TOP
▪ Domain A
▪ Domain B

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◦ For users to access an HR case in domains A and B, the HR case should
be created at the global level. If the HR case is created in Domain B, you
cannot access it in Domain A due to indexing.
◦ For an HR case to be visible to users in TOP and Domain A, create the HR
case in Domain A.
• Unless the HR cases are in the Global domain, users should not assign HR cases
in a higher domain to users in a lower domain. Users in Domains A or B do not
have access to the control.
Use case: domain separation in HR Service Delivery

Vendor data for Vendor A can be separated from Vendor B. Each vendor using
the HR Service Delivery application can have separate data that cannot be
shared with other vendors.
By default, domain separation adds a domain field to the Task [task] and
Configuration Items [cmdb_ci] tables and their extensions.
You can extend domain separation to any new tables you create by adding a
sys_domain field to the dictionary table definition. By default, the system-only
domain separates platform and baseline application tables where appropriate.
Warning: Do not domain-separate platform tables (sys_ prefix) or

Dictionary Entry Override [sys_dictionary_override]tables. Doing so can
produce unexpected results.
In this use case, client scripts, business rules, workflows, processes, and so on, can
be domain-separated.
While the behavior offered with domain separation provides multi-tenancy
support, multi-tenancy is still contained within a single instance. Some global
properties, some global data, and some global processes are shared across all
domains. For example, the system’s “Remember me” option on the login page is
global and cannot be specified per domain.
If a complete and total separation of all system properties is needed and does
not require global reporting or global processes, separate instances are the best
option.
Use case: domain separation in Lifecycle Events

Activity Sets set up in a parent domain and shared by children domains. For
example:
• Parent Domain:
◦P
• Child domains:
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◦Q
◦R
When an Activity Set is created for the Parent Domain P, it is available to Q
and R.
Activity Sets that are created in Q and R are not available to P or each other.
To learn more about domain separation, see Understanding domain

separation .
Quick start tests for HR Service Delivery

Validate the continued functionality of HR Service Delivery after any
configuration change such as an upgrade or after developing an application.
Copy and customize these quick start tests to pass when using your instance-
specific data.
All test suites and tests should pass on a default implementation. To validate a
custom implementation, copy the automated tests and configure them for your
customizations.
Quick start tests are disabled and read-only test templates. By default, they only
produce a pass result when you run them with the default demo data that is
provided with the application or feature plugin.
To make quick start tests produce a pass result when you run them with your
instance-specific data, copy and configure them to use your instance data.
The Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0) and the Agile
Development 2.0 - ATF Tests (com.snc.sdlc.agile.2.0.atf) plugins must be
enabled.
Note: When running, demo data is required.

Employee Document Management quick start tests
require activating the Employee Document Management
(com.sn_employee_document_management) plugin.
Test Description Release version
EDM: Create retention Creates a retention Rome

period with day offset period with a one (1)
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Employee Document Management (continued)
day offset and verifies

the calculation period in
a retention policy.
HR Service Delivery case tests
HR: Case updates visible Cases created and Quebec

to employees updated by an HR
agent are visible to the
Opened for or Subject
person
HR: Creation of 401k Creates a 401(k) Madrid
enrollment case from enrollment case from the
portal Employee Service Center
portal.
Verifies that the case
creates successfully.
HR: Creation of Creates a Disciplinary New York
Employee Relations case Issue case from the
from ESC portal Employee Service Center
portal.
HR: Creation of Creates an Employment Madrid
Employment Verification Verification Letter case
Letter case from ESC from the Employee
portal Service Center.
HR: Creation of Payroll Creates a direct deposit New York
case from ESC portal payroll setup case from
the Employee Service
Center or service portal.

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HR Service Delivery case tests (continued)

HR: Creation of Tuition Creates a Tuition Madrid
Reimbursement request Reimbursement Request
from portal case from the Employee
Service Center portal.
HR: Fulfillment Instructions Verifies that fulfillment Orlando
instructions are created
for a specific condition
for an opened for user.
Also verifies the fulfillment
instructions change
when the details of the
case changes.
HR: Fulfillment Instructions Verifies the conditions for Quebec
conditions for COE COE specific fulfillment
specific fields instruction.
Fulfillment instructions
update on an HR case
based on the conditions
defined in the fulfillment
instructions.
HR: General Benefits Creates a General Madrid
Inquiry Case Creation Benefits case using the
native UI.
It also verifies that the
case opens and can
be updated after case
creation.
HR: Payroll Discrepancy Creates a Payroll Madrid
Case Creation Discrepancy case using
the native UI.

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It also verifies that the

case opens and can
be updated after case
creation.
HR: Reclassify Case Tests when an HR case Orlando
Transfer transfers from one
COE (HR service) to
a different COE using
the reclassify (HR case
number remains the
same) method.
HR: Response Template Creates a response Quebec
Configuration template for a payroll
case and pastes
the response in the
worknotes.
HR: Search catalog items Verifies the search Orlando
& KBs in ESC functionality in the
Employee Service
Center.
HR: Standard Case Tests an HR case transfers Orlando
Transfer from one COE (HR
service) to a different
COE using the standard
(creates HR case
number and deletes old
number) case transfer.
HR: Suspend Case Flow Tests the ability to Rome
suspend an HR case and
later resume the case.
HR: Tuition Creates a Tuition Orlando
Reimbursement Case Reimbursement HR case.
Creation
HR: Workforce Creates a Workforce Orlando
Administration Case Administration case,
Creation signs an employee

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verification letter, and

generates the letter.
Create HR Employee Creates an employee Madrid
Document document and ensures
the Attachment
[sys_attachment]
table points back
to the record in the
Employee Document
table.
Verifies that the
employee document
is accessible from the
Employee Service Center
via the employee HR
profile.
Lifecycle Events: Tests for verifying Lifecycle Events
Create Employee Creates and validates Rome

request and associate it that an employee
to LE case request appears in the
Lifecycle Event case
action list.
HR Lifecycle: Access Verifies creation of Orlando
Ticket page for a a new hire and can
NewHire Onboarding access the Ticket page
Case in Employee of the Employee Service
Service Center Center.
HR Lifecycle: Access ESC Creates a Tuition Orlando
ticket page and todos Reimbursement Request
page and complete case from Employee
assigned todos Service Center and the
Complete NDA to-do
from the subject person.

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Lifecycle Events: Tests for verifying Lifecycle Events (continued)
HR LifeCycle: Request Creates a Request Madrid

Onboarding Case Onboarding case
Creation using the native UI and
updates the case after
creation.
HR Lifecycle: Trigger Triggers the Rescind Quebec
Rescind Workflow workflow for a New Hire
Onboarding Lifecycle
Event case.
HR Lifecycle: Verify Verifies open and closed Orlando
Requests page for Open cases on the Requests
and Closed cases page.
HR Lifecycle: Verify Verifies the search Orlando
search in Requests Page functionality on the
Requests page for open
and closed cases.
Configure HR Service for Verifies that Lifecycle Orlando
Auto Case Closure event cases are
automatically closed.
Note: Requires the following plugin activation:

• Employee Center [com.sn_hr_service_portal]
• Human Resources Scoped App: Lifecycle Events
[com.sn_hr_lifecycle_ent]
KB: Knowledge block tests
Create knowledge block Creates a knowledge New York

and attach block to block, publishes the
article block, and attaches the

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KB: Knowledge block tests (continued)
block to a knowledge
article.
Preview Knowledge Tests for preview of New York
Articles with Knowledge knowledge article that
Blocks contains knowledge
blocks.
Note: Requires the following plugin activation:

Related information
Quick start tests
Run quick start tests for HR

The base HR application provides several quick start tests you can run.
Before you begin

Role required: sn_hr_core.admin, admin, atf_test_admin, atf_test_designer
Procedure
1. Navigate to Automated Test Framework > Tests.
2. Search and select the tests for HR Service Delivery. For a list of quick start tests
and their descriptions, see Quick start tests for HR Service Delivery.
3. Select Run Test.
The Test Steps tab provides each step of the quick start test.
After the tests run, the Step Results tab shows the status of each test step.
Screen shots also appear at the top of the form as attachments.
Migration from Legacy to Scoped HR

You can migrate your HR data and roles from the legacy (non-scoped) to the
scoped version of HR Service Delivery with the assistance of the HR Migration
tool. Scoping encapsulates HR data so that HR administrators can better protect
sensitive information. All future development of HR features and functionality will
be made to the scoped version.

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Migrate HR data and roles
The HR Migration tool can be run multiple times to:
• Migrate HR data to scoped

• Migrate HR roles to scoped
Not included in the migration

• HR cases
• HR services, HR templates, record producers, and catalog items
• Workflows
• Integrations
• Dashboards and reports
• Scripting (business rules, client scripts, data policies, UI actions, UI policies, and
so on)
• Custom apps
Make sure that both the non-scoped and scoped versions of HR are activated,
and then Activate HR Migration. For information on what components are
installed with the application, see Components installed with HR Migration.
Activate HR Migration
You can activate Human Resources Scoped App: Data Migration
[com.sn_hr_migration] if you have the admin role.
Before you begin

Make sure that both the non-scoped and scoped versions of HR are activated:
• HR Core:
◦ Human Resources Application: Core [com.snc.hr.core]
◦ Human Resources Scoped App: Core [com.sn_hr_core]
• HR Service Portal (if applicable):
◦ Human Resources Application: Service Portal [com.snc.hr.service_portal]
◦ Human Resources Scoped App: Service Portal [com.sn_hr_service_portal]
Note: Activating the scoped version will add a -Legacy suffix to all of the
non-scoped applications and modules in your instance.

1715
About this task

Human Resources Scoped App: Data Migration allows you to migrate HR tables
and roles from the non-scoped to the scoped version of HR.
Procedure

<plugin name>.
Components installed with HR Migration

Several types of components are installed with activation of the HR Migration
plugin, including tables and user roles.
Roles installed
HR migration Can access and configure the • sn_hr_core.admin

administrator HR Migration application.
• hr_admin
[sn_hr_migration.admin]
Tables installed
Table Description
Migration Pre Run Table of migration pre runs.

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Table Description
[sn_hr_migration_pre_run]
HR Choice List Mapping Table of HR choice list mappings.
[sn_hr_migration_choice_list]
Migration Column Table of migration columns.
[sn_hr_migration_column]
HR Entity Mapping Table of HR entity mappings.
[sn_hr_migration_entity_mapping]
Migration Pre Result Table of migration pre results.
[sn_hr_migration_pre_result]
HR Records Failed Table of HR records failed.
[sn_hr_migration_records_failed]
Migration Result Table of migration results.
[sn_hr_migration_result]
Migration HR Roles Table of migration HR roles.
[sn_hr_migration_role]
Roles Migration Run Table of roles migration run.
[sn_hr_migration_roles_run]
Migration Run Table of migration runs.
[sn_hr_migration_run]
Migration Table Table of migration tables.
[sn_hr_migration_table]
Migrate HR data to scoped

HR data migration is a three-part process that requires verification, mapping,
and migration.
Procedure
1. Verify that all the base data (tables) are correctly mapped to their scoped
counterparts.
2. If there are changed or custom HR tables in the non-scoped version that you
want to migrate to scoped, update or add them for mapping.

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3. Migrate the data.
Ensure that there are no duplicate entries/records in the target table before
you start the migration process. For example, the HR Profile [sn_hr_core_profile]
table rejects duplicate profiles for the same users. The target tables do not
have to be clean, but any records already there are not migrated.
Verify mapping of base HR data

In the non-scoped version of HR, there are up to 26 base tables that are
automatically mapped for migration to scoped. These tables have default
columns and choice lists that are also automatically mapped for migration.
Before you begin

Role required: sn_hr_migration.admin
By default, all base tables (and their corresponding columns and choice lists)
should map automatically. You can verify that the mapping is correct.
Procedure
1. Verify that the base tables are correctly mapped to scoped.
a. Navigate to HR Migration > Data Mapping > Table Mapping.
b. In the Migration Tables list, verify that the base tables are correctly mapped
to their scoped counterparts.
Note: Some of the non-scoped tables are merged into a single scoped
table.
• If you have HR Core only:
Base and target tables for HR Core only
Global HR table Scoped HR table
hr_document_acknowledgement sn_hr_core_document_acknowledgement
hr_document_template sn_hr_core_document_template
hr_emergency_contact sn_hr_core_contact
hr_link sn_hr_core_link
hr_m2m_link_template_lookup sn_hr_core_m2m_link_template
hr_position sn_hr_core_position

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hr_profile sn_hr_core_profile
• If you have HR Core and HR Service Portal:
Base and target tables for HR Core and HR Service Portal
hr_bank_account sn_hr_core_profile_bank_account
hr_beneficiary sn_hr_core_beneficiary
hr_benefit_provider sn_hr_core_benefit_provider
hr_benefit_type sn_hr_core_benefit_type
hr_dental_benefit sn_hr_core_health_benefit
hr_direct_deposit sn_hr_core_direct_deposit
hr_disability_benefit sn_hr_core_disability_benefit
hr_document_acknowledgement sn_hr_core_document_acknowledgement
hr_document_template sn_hr_core_document_template
hr_emergency_contact sn_hr_core_contact
hr_insurance_benefit sn_hr_core_insurance_benefit
hr_link sn_hr_core_link
hr_m2m_link_template_lookup sn_hr_core_m2m_link_template
hr_medical_benefit sn_hr_core_health_benefit
hr_op_report sn_hr_core_op_report
hr_op_report_frequency sn_hr_core_op_report_frequency
hr_op_report_type sn_hr_core_op_report_type
hr_op_system sn_hr_core_op_system
hr_op_system_to_report_type sn_hr_core_op_system_to_report_type
hr_performance_issue_type sn_hr_core_disciplinary_issue_type
hr_performance_warning_type sn_hr_core_disciplinary_warning_type
hr_pharmacy_benefit sn_hr_core_health_benefit
hr_position sn_hr_core_position

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hr_profile sn_hr_core_profile
hr_retirement_benefit sn_hr_core_retirement_benefit
hr_vision_benefit sn_hr_core_health_benefit
2. Verify that the base columns are correctly mapped to scoped.

a. Navigate to HR Migration > Data Mapping > Column Mapping.
b. Right-click the Migration table column and select Group By Migration table.
c. For each table, click the arrow to expand the list of elements in that
group. Verify that the base columns are correctly mapped to their scoped
counterparts.
3. Verify that the base choice lists are correctly mapped to scoped.
a. Navigate to HR Migration > Data Mapping > Choice List Mapping.
b. Right-click the Global column name column and select Group By Global
column name.
c. For each column, click the arrow to expand the list of elements in that
group. Verify that the choice lists are correctly mapped to their scoped
counterparts.
Ensure that there are no duplicate entries/records in the target table before
you start the migration process. For example, the HR Profile [sn_hr_core_profile]
table rejects duplicate profiles for the same users. The target tables do not
have to be clean, but any records already there are not migrated.
What to do next
If you have changed or custom HR data that you want to migrate to scoped,
map this data. Otherwise, you can begin migrating your HR data.
Map changed or custom HR data

If you changed any of the base tables or created custom HR tables that
you want to migrate to scoped, you can update or manually add them for
mapping. For changed or custom HR columns and choice lists, you can update
or add them as well.
Before you begin

For custom tables, columns, and choice lists, create the target equivalent in the
scoped version of HR. See Create a table .

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Procedure
1. Update or add your changed or custom HR tables.
a. Navigate to HR Migration > Data Mapping > Table Mapping.
Migration Table form
Field Description
Global table name Name of the global migration table.

Active Check box to activate the global
migration table. Only active tables
are migrated when data migration
runs.
Scoped table name Name of the scoped target table.
Order Order number for when data
migration runs. Lower numbered
tables are migrated before higher
numbered tables.
d. Click Submit or Update.

2. Update or add your changed or custom HR columns.
a. Navigate to HR Migration > Data Mapping > Column Mapping.
Migration Column form
Field Description
Migration table Name of the global migration table.

Global column name Name of the global column.

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Field Description
Global column label Label of the global column.

Global column data type Data type of the global column.
Global column maximum length Maximum length of the global
column.
Advanced Select if a custom script will be used
to perform the migration.
Active Active status for the global column.
Only active columns are migrated
when data migration runs.
Scoped column name Name of the scoped target column.
Scoped column label Label of the scoped target column.
Scoped column data type Data type of the scoped target
column.
Scoped column maximum length Maximum length of the scoped
target column.
Has Choice Select if the column has a choice
list.

3. Update or add your changed or custom HR choice lists.
a. Navigate to HR Migration > Data Mapping > Choice List Mapping.
Migration Choice List form
Field Description
Migration column Name of the global migration

column.
Global choice name Name of the global choice list.
Global choice value Value of the global choice list.

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Field Description
Active Active status for the global

migration choice list. Only active
choice lists are migrated when data
migration runs.
Scoped choice name Name of the scoped target choice
list.
Scoped choice value. Value of the scoped choice list.
What to do next
After you map all your changed or custom HR data, migrate it.
Migrate HR data
After you complete your data mapping, migrate your HR data from the non-
scoped to the scoped version of HR.
Before you begin

Make sure that HR data mapping for your tables, columns, and choice lists is
complete.
Procedure
1. Navigate to HR Migration > Data Migration.
2. Under Related Links, click Generate Pre Migration Report.
3. After the Pre Migration report generates. Click Close.
4. Under Run ID, click the report.
The Migration Pre Run record displays. In the Migration Pre Results section, a list
of changes to the tables, columns, and choice lists displays.
5. Apply or skip the changes for migration.
• To apply the changes for migration, select the check boxes for the
applicable rows, and then select Apply as the action.
• To skip the changes for migration, select the check boxes for the applicable
rows, and then select Skip as the action.
6. Click Apply Schema Changes.
7. The Apply Schema Confirmation form displays. Click Confirm.

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8. After the schema update completes, click Close.
9. Click Start Migration.
A list of the HR tables to be migrated displays.
10. Migrate the tables one at a time or in automatic succession.
• To migrate the tables individually, click Migrate.
• To automatically migrate the tables in succession, click Migrate All.
What to do next
If there is more changed or custom HR data that needs to be migrated, you can
run the verification, mapping, and migration process again. Otherwise, HR data
migration is complete.
Migrate HR roles to scoped

HR roles migration is a three-part process that requires verification, mapping,
and migration.
Procedure
1. Verify that all the base HR roles are correctly mapped to their scoped
counterparts.
2. If there are changed or custom HR roles in the non-scoped version that you
want to migrate to scoped, update or add them for mapping.
3. Migrate the roles.
Verify mapping of base HR roles

In the non-scoped version of HR, there are 20 base roles that are automatically
mapped for migration to scoped. By default, all base roles should map
automatically. You can verify that the mapping is correct.
Before you begin

Procedure
1. Navigate to HR Migration > Data Mapping > Role Mapping.
2. In the Migration HR Roles list, verify that the base roles are correctly mapped to
their scoped counterparts.
Note: Some of the non-scoped roles are merged into a single scoped
role.

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Base and target roles
Global HR role Scoped HR role
hr_admin sn_hr_core.admin
hr_assignment_reader sn_hr_core.case_reader
hr_assignment_writer sn_hr_core.case_writer
hr_basic sn_hr_core.basic
hr_case_reader sn_hr_core.case_reader
hr_case_writer sn_hr_core.case_writer
hr_director sn_hr_case.manager
hr_disciplinary_case_agent sn_hr.core.case_writer
hr_generalist sn_hr.core.case_writer
hr_kb_writer sn_hr_core.kb_writer
hr_manager sn_hr_core.manager
hr_payroll sn_hr_core.case_writer
hr_position_writer sn_hr_core.secure_info_writer
hr_profile_reader sn_hr_core.profile_reader
hr_profile_writer sn_hr_core.secure_info_writer
hr_read sn_hr_core.case_reader
hr_recruiting sn_hr_core.case_writer
hr_specialist sn_hr_core.case_writer
hr_task_reader sn_hr_core.case_reader
hr_task_writer sn_hr_core.case_writer
What to do next
If you have changed or custom HR roles that you want to migrate to scoped,
you can map them. Otherwise, you can begin migrating your HR roles.

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Map changed or custom HR roles
If you made changes to any of the base roles or created custom HR roles that
you want to migrate to scoped, you can update or manually add them for
mapping.
Before you begin

For custom roles, create the target equivalent in the scoped version of HR. See
Create a role .
Procedure
1. Navigate to HR Migration > Data Mapping > Role Mapping.
Migration HR Roles form
Field Description
Global HR role Name of the global HR role.

Scoped HR role Name of the scoped HR role.
Active Check box to activate the global HR
role. Only active roles are migrated
when data migration runs.
What to do next
After you map all your changed or custom HR roles, migrate them.
Migrate HR roles
After you complete mapping your HR roles, migrate them from the non-scoped
to the scoped version of HR.
Before you begin

Make sure that HR roles mapping is complete.

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Procedure
1. Navigate to HR Migration > Data Migration.
2. Verify all roles are correctly mapped, and then click Migrate Roles.
What to do next
If there are more changed or custom HR roles that need to be migrated, you
can run the verification, mapping, and migration process again. Otherwise, HR
roles migration is complete.
HR Service Delivery Legacy

Welcome to the legacy (non-scoped) version of HR Service Delivery. 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.
With HR Service Delivery Legacy, you deploy:
HR Service Management Legacy
HR Service Management Legacy allows you to standardize the
documentation, interaction, and fulfillment of employee inquiries
and requests.
You can also deploy:
HR Service Portal Legacy
HR Service Portal Legacy provides a single place for employees to
quickly and easily get all the HR services they need.
You can also deploy the following supporting application:
• HR Performance Analytics Legacy measures key performance indicators to

track HR performance over time. It requires a separate premium subscription
to the Performance Analytics application.
HR Service Management Legacy

The HR Service Management application allows you to standardize the
documentation, interaction, and fulfillment of employee inquiries and requests in
the legacy (non-scoped) version of HR.

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• Understanding HR Service • Activate HR Service Man • HR Administration for legacy
Management Legacy agement Legacy HR
• HR Service Portal Legacy
Use Develop Integrate
• HR Case Management for • Developer training • HR Performance Analytics

legacy HR Legacy
• Developer documentation
• Installed with HR Service

Management Legacy
Migrate Troubleshoot and get help
• Migration from Legacy to • Ask or answer questions in

Scoped HR the Human Resources com
munity
• Search the Known Error Por


and Support
Activate HR Service Management Legacy

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
Before you begin

About this task

Human Resources Application: Core provides basic HR features.
Procedure

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<plugin name>.
Installed with HR Service Management Legacy

Several types of components are installed with HR Service Management in the
non-scoped version of HR.
Tables installed with HR Service Management Legacy

Human Resources Application: Core plugin adds the following tables.
Table Description
HR Case Model The product models used for HR case

[cmdb_hr_case_product_model] record producers.
HR Task Model The product models used for HR task

[cmdb_hr_task_product_model] record producers.
HR Assignment Data Lookup The details of who HR cases can be

[dl_hr_assignment] assigned to.
HR Case The details of a submitted HR case.

[hr_case]
HR Category The categories that can be assigned
[hr_category] to HR cases, used for assignment and
reporting.
HR Document Acknowledgement Record that a preboarding employee has
[hr_document_acknowledgement] signed an online document.
HR Document Template Templates for generating HR documents
[hr_document_template] as PDF files in HR cases.
HR Contact The name and contact information for

[hr_emergency_contact] emergency contacts. The details of
emergency contacts, displayed in the
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Table Description
hr_profile record for a sys_user. Contains a

reference to Profile [hr_profile].
Employment History The details of employment history,
[hr_employment_history] displayed in the hr_profile record for a
sys_user. Contains a reference to Profile
[hr_profile].
Position The job positions and a reference to the
[hr_position] departments the positions are part of.
HR Profile The details of a profile for an employee

[hr_profile] that contains sensitive information.
HR Task The details of a task associated with a

[hr_task] particular HR case.
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
[hr_m2m_link_template_lookup] templates.
HR todo tasks for template lookup The details of to-do tasks for looking up
[hr_m2m_task_template_lookup] templates.
Task 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]

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Tables for PDF generator
Table Description
General Element The formats used by the PDF generator that can be used
[general_elements] to customize the template for the PDF document.
General List A list of the properties and query used to generate the
[general_list] PDF document, for example, the employment verification
letter.
Roles installed with HR Service Management Legacy

Human Resources Application: Core plugin adds the following roles.
Role title [name] Description Contains Roles
HR specialist Can • hr_case_writer

hr_specialist create
and
update HR
cases.
HR generalist Can • hr_case_writer
hr_generalist create
and
update HR
cases.
HR recruiter Can • hr_specialist
hr_recruiting create
and
update HR
cases.
HR payroll specialist Can • hr_specialist
hr_payroll create
and
update HR
cases.
HR manager Full control • All hr_basic roles
hr_manager over all HR
functions. • survey_admin
• hr_position_writer

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• hr_profile_reader
• hr_case_reader
• hr_task_reader
• catalog_admin
• skill_admin
Director of HR Full control • hr_manager
hr_director over all HR
functions.
Assignment rule reviewer Can • None
hr_assignment_reader read HR
assignment
rules.
Assignment rule updater Can • hr_assignment_reader
hr_assignment_writer update HR
assignment
rules.
HR system administrator Full control • all HR roles
hr_admin over all
human • territory_admin
resources • skill_model_admin
data
and can • survey_admin
administer • catalog_admin
territories
• template_admin
and skills.
• skill_admin
• knowledge_manager
• assignment_rule_admin
• model_manager
HR agent Can • document_management_user
hr_basic create,
update, • hr_case_writer
and delete • hr_kb_writer
HR cases.
• hr_profile_writer
• hr_task_writer

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• skill_model_user
• skill_user
• survey_reader
HR case reviewer Can read • hr_read
hr_case_reader HR cases
and HR • hr_profile_reader
profiles. • hr_task_reader
HR agent Can • hr_profile_reader
hr_read read and
create HR
cases.
HR case worker Can • hr_case_reader
hr_case_writer create
and • hr_task_writer
update HR
cases.
HR approver Can • approver_user
hr_approver_user approve
HR cases.
HR task reviewer Can view • None
hr_task_reader HR tasks.
HR task worker Can • hr_task_reader

hr_task_writer create
and
update HR
tasks.
HR profile reviewer Can read • None
hr_profile_reader HR profiles.
HR profile specialist Can • hr_profile_reader

hr_profile_writer create
and
update HR
profiles.
HR position specialist Can • None
hr_position_writer create,

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update,
and delete
HR position
records.
HR knowledge article writer Can • None
hr_kb_writer create
and
update HR
knowledge
articles.
Content formatter Can edit • None
[content_block_open_header_user] the HR
Portal
header.
User groups installed with HR Service Management Legacy

Human Resources Application: Core plugin adds the following user groups.
User group Description
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 Group members administer employee relations.
Relations
HR Group members investigate HR cases. Inherits the HR manager
Investigations role.
HR Group members manage HR teams. Inherits the HR manager
Leadership 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

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User group Description
HR VIP Members of this group are added to the watchlist of HR cases

Watchlist for VIP users. No roles are granted.
Script includes installed with HR Service Management Legacy

Human Resources Application: Core adds the following script includes.
Script include Description
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.
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.

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Script include Description
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 Legacy

Human Resources Application: Core adds the following client scripts.
Client script Table Description
Reset HR Case Adjusts HR case priority

priority on [hr_case] based on whether or not the
opened_for user is a VIP.
change
Auto HR Case Automatically sets location
populate [hr_case] and department fields in HR
fields cases, based on details from
the user associated with that
record.
Populate HR Case Populates the Assignment
profile and [hr_case] Group and HR profile fields (if
assignment the Opened for user has an
group HR profile) in an HR case.
Custom HR Case Custom knowledge search in
Knowledge [hr_case] the HR case form view.
Search
End date HR Employment History Validates that the
must be [hr_employment_history] employment end date is not
after start before the employment start
date date.

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Enforce HR Profile Prevents creating a new

unique user [hr_profile] profile when the selected
user already has an HR
profile.
Hide Record HR Case Hides record producer
Producer [hr_case] variables which would
variables otherwise be displayed in the
HR case form view.
Highlight VIP HR Case Formats an HR case for a VIP
employee [hr_case] user in the HR case list.
Populate HR Case Populates the category

Category [hr_case] based on the selected HR
using template.
template
Populate HR Profile Updates fields in a new
fields using [hr_profile] HR profile record when an
sys_user existing user is selected.
Populate HR Case Updates the HR profile fields
HR profile [hr_case] in an HR case automatically
onChange when the opened for user is
changed.
Populate HR Case Updates the Opened for field
Opened [hr_case] when a profile is added to
for field an HR case.
onChange
Populate HR Case Populates the template
template [hr_case] on an HR case when a
using category is changed.
category
Start date HR Employment History Validates that the
must be [hr_employment_history] employment start date is not
before end after the employment end
date date.
Field Access hr_profile Sets HR Profile fields to read
[onLoad] only if the user does not
have the hr_case_writer role.

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update hr_case When the Department

manager field is updated, sets the
when Manager field if the case is
department an Onboarding case.
changes
Set hr_document_template Sets the default value
Category for the Category field to
Employment Verification.
Clear task hr_document_acknowledgement Disassociates the document
on change asknowledgement if the
of user user in the referenced task is
changed.
EnforceFields hr_case Ensures that the form
cannot be submittted unless
the mandatory fields are
completed.
Populate hr_case When the Position field
Department is updated, sets the
from Position Department field if the case
is an Onboarding case.
Validate hr_emergency_contact Ensures the email address
Email is valid when the form is
Address on submitted.
submit
Make hr_task Make the
Ack Type Acknowledgement type field
mandatory mandatory when assigned
in HR Task. to an Opened for user on the
HR case.
User field is hr_profile User field on the hr_profile
only writable form is read-only for all the
for hr_admin users except for hr_admin
users.
Business rules installed with HR Service Management Legacy

Human Resources Application: Core adds the following business rules.

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Assigned HR Case [hr_case] Invokes the state flow process for

#Ready for work HR cases.
(approval off)
Ready for
approval
Ready for work
(approval on)
#Start work
#Cancellation
Accept HR Task [hr_task] Invokes the state flow process for
Assigned HR tasks.
#Cancel
cleanup
Ready for work
Reassign
Resume HR case
Start work
Add categories HR Case [hr_case] Loads the HR case types and
to scratchpad associated categories and maps
the template to the case type.
Add HR HR Case [hr_case] Adds members of the HR VIP
Supervisor to Watchlist group to an HR case
watch list when the user is a VIP.
#Add User HR Case [hr_case] Places an HR case into Waiting
Acceptance for user acceptance state.
State
#Auto- HR Case [hr_case] Triggers an HR survey when the
assessment case is closed or canceled.
business rule
#Clear durations HR Case [hr_case] Clears the Duration value on
hr_case records when the case
is reactivated (when Active

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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 email and attaches
the file.
Display action HR Case [hr_case] Displays HR has requested some
required actions on your part message.
Display Ready for HR Case [hr_case] Displays a message if the HR
Work message case is in draft state instructing
the agent to start work.
Display HR Case [hr_case] Checks the access level of
reminding the current user and displays
message on HR appropriate information in
case the HR case. If the admin is
impersonating a user, display
a message that they are not
allowed access.
Enforce unique HR Profile [hr_profile] Ensures that a duplicate HR
user 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 HR Task [hr_task] Sends a notification to the HR
owner when all case assigned-to agent when all
task close HR tasks are complete.
Populate case Task SLA [task_sla] Inserts a Service Level
SLAs Agreement timer when an HR
case is active.
Reassignment HR Case [hr_case] Counts the number of times the
counter for Case case is reassigned.
Remove HR HR Case [hr_case] Removes HR VIP Watchlist group
Supervisor from members from an HR case when
watch list the user is no longer a VIP.

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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 Amends the query used to get
[hr_emergency_contact] records to display in list view.
Restrict query Employment History Amends the query used to get
[hr_employment_history] records to display in list view.
Send hr_case HR Case [hr_case] Adds events to the event queue
events when records are inserted or
updated.
Set HR mailto System properties Sets the email address specified
[sys_properties] in the Configuration module
when the user selects Email 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 HR Case [hr_case] Starts the timer when an HR case
Acceptance is resolved. The user is notified to
timer accept the resolution and close
the case. With no user response,
the case is automatically closed
when the time ends.
#Synchronize User [sys_user] Synchronizes fields between
fields to hr_profile associated hr_profile and
sys_user records on update of
the sys_user record.
#Synchronize HR Profile [hr_profile] Synchronizes fields between
fields to sys_user 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

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becomes inactive (when Active

changes to false on record
inserted or updated).
#Update HR Task [task] Updates the task percent
Case percent complete for an HR case based
complete on the state of associated HR
tasks.
Update name HR Profile [hr_profile] Updates the Name value on an
field hr_profile record if the First name
or Last name value changes
when a record is inserted or
updated.
#Validate end HR Profile [hr_profile] Validates that Employment end
date is after start date is after Employment start
date date when any of the two values
changes when an hr_profile
record is inserted or updated.
#Validate HR Case [hr_case] Updates the Opened for value
opened_for on hr_case records when State is
against hr_profile not Requested and the record is
updated.
ValidateChanges HR Task [hr_task] Ensures that changes are valid.
#Verify Work HR Case [hr_case] Requires that work notes are
Notes entered when the HR case state
changes.
#Verify Work HR Task [hr_task] Requires that work notes are
Notes entered when the HR task state
changes.
Email notifications installed with HR Service Management Legacy

Human Resources Application: Core uses the following email notifications. All are
based on the HR Case [hr_case] table.
Script action Description
HR Case Sends an email to the caller and the user who enters the case
opened when Active is true on record inserted.
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HR Case Sends an email to the sender when an HR case is created from

created an inbound email action.
from email
HR Case Sends an email to the assigned user when Active is true AND
assigned to Assigned to is not empty AND Assigned to change AND On
me record inserted or updated.
HR Case Sends an email to the assignment group members when
assigned to Active is true AND Assigned to is empty AND Assignment group
my group changes AND Assignment group is not empty AND On record
inserted or updated.
HR Case Sends an email to the creator, the caller, the assigned user, and
commented members of the watchlist when Active is true AND Additional
Comments changes AND On record updated.
HR Case Sends an email to the assigned user when an HR task is closed
resumed complete and the HR case is automatically resumed.
HR Case Sends an email to the sender and the assigned user or group
changed when the state, assignee, assignment group, or work notes are
changed in an HR case.
HR Case Sends an email to the assigned user when Active is true AND
worknoted Assigned to is not empty AND Work notes changes AND On
record updated.
HR Case Sends an email to the creator, the caller, the assigned user, and
closed members of the watchlist when Active is false AND On record
updated.
HR Sends an email to the HR profile manager on an event fired by
Company the Employee Onboarding HR Workflow.
welcome
email
HR Task Sends an email to the assigned user when Active is true AND
assigned to Assigned to is not empty AND Assigned to change AND On
me record inserted or updated.
HR Task Sends an email to the assignment group members when
assigned to Active is true AND Assigned to is empty AND Assignment group
my group changes AND Assignment group is not empty AND On record
inserted or updated.

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HR Task Sends an email to the assigned user, and members of the

commented watchlist when Active is true AND Additional Comments
changes AND On record updated.
HR Task Sends an email to the user assigned to the HR case when Active
closed is false AND On record updated.
HR Task Sends an email to the event creator and the users defined in
changed event parms 1 and 2 when the hr.task.changed event is fired.
HR Sends an email to the third party who requested the
Employment employment verification letter.
Verification
Events installed with HR Service Management Legacy

Human Resources Application: Core registers the following events.
Event Description
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.email.creation Triggers when a request is inserted from
an email.
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.

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Event Description
hr_case.emp_verification Triggers from a UI action for employment

verification to send the employment
verification email 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_email Triggers on insertion of an onboarding
case to send the welcome email for a
new employee.
HR skills installed with HR Service Management Legacy

Human Resources Application: Core adds the following HR skills.
HR skill Description
Employee Provides guidance about an employee's career path

Career
Employee Manages offboarding cases to ensure all tasks are completed
Offboarding
Employee Manages onboarding cases to ensure all tasks are completed
Onboarding
Employee Assists employees with employee relations cases
Relations
Employee Manages process for transferring employees to ensure all tasks
Transfer 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.

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HR skill Description
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
Leave of Assists employees to schedule leaves of absence, such as
Absence maternity leave
Payroll Assists employees with payroll questions and issues
Spanish Speaks Spanish, and can act as a translator if needed
Language
Time Tracking Assists employees with timecard questions
Vacation/ Assists employees with vacation or leave questions
Leave
HR catalog items installed with HR Service Management Legacy

Human Resources Application: Core adds the following HR catalog items.
HR catalog item Description
401(k) Submit a question about 401(k) benefits. For example: How

benefits much can I contribute? or When will withdrawals start?
Career Submit a question about your career at the organization. For
guidance example: What is required to be considered for a promotion?
Employee Enter and submit changes to your HR profile information,
information such as a new personal email address. Some fields update
changes automatically, and others are updated by an HR agent.
Employee Submit an offboarding request for an employee who is leaving
offboarding the company. Variables include the employee who is leaving,
the offboard type, and the employment end date.
Employee Submit an onboarding request for a new hire that is due to
onboarding start in the future. Variables include HR profile information,
employment information, and personal information.
Employee Submit a question about employee relations. For example: My
relations office mate talks too loudly on the phone all day long.
questions
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HR catalog item Description
Employment Submit a request to have an employment verification letter

verification generated and sent to a third-party contact, such as a bank
loan officer. Variables include the name of the institution,
contact name and info, and email 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?
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 Submit a request for a leave of absence. Variables include the
absence type of leave and when it starts and ends.
Life events Submit a question about life events such as marriage or
domestic partnership.
Medical/ Submit a question about your health coverages, such as what
dental/ you need to do to cover your domestic partner.
vision
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 Legacy

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
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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 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 Legacy 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, email exchanges, and phone
calls performed by the HR team.
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Improves employee access
Employees access HR services through a service catalog, rather
than having to write individual emails, 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
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 Specifies escalation hierarchy
Definition
HR Group Roles List of groups that have HR group roles
HR Email Scripts List of all HR email 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

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Term Definition
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 Email Templates List of all HR-related email templates
HR Knowledge Bases Knowledge bases used by HR application
HR Knowledge Articles Knowledge articles used by HR application
HR Notifications Email notifications used by HR application
HR Service Catalog Service catalog categories used by HR application
Categories
HR Service Catalog Service catalog items used by HR application
Items
HR Document Document templates for document content used in
Templates 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 / Benefit providers and plans used by HR Benefits
Plans 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 Warning types used by HR Employee Relations
Types service
HR System Report System Report Frequencies defined for HR Systems
Frequencies Service
HR System Report Types HR System Report types used by HR System service

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Implementation guide for legacy 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 legacy 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 legacy 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, decide whether to
integrate it with the HR profile database.

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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 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 legacy HR
• User groups installed with HR Service Management Legacy
• HR skills installed with HR Service Management Legacy
• HR catalog items installed with HR Service Management Legacy
• Configuration in legacy HR
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.

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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 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 legacy 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.

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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:
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.
The following processes have defined workflows:
Employee Change HR Workflow

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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 email 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 legacy 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.

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HR assignment process
1. 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.
2. 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.
Predefined HR items
Item Description
HR groups Several HR groups are predefined, including HR, which is intended

to contain all HR staff members.
HR case Case templates are used to create catalog items. A number of
templates 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.

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Predefined HR items (continued)
Item Description
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 A predefined assignment rule assigns HR as the group when an HR
rules case is submitted and there is no assigned group.
The following auto-assignment options are configured in the HR Configuration

module.
HR Configuration auto-assignment options
Option Description
Auto-selection HR tasks are individual pieces of work that must be

of agents will completed to resolve the HR case. HR tasks can be
consider time assigned to a time zone; if you assign a time zone, you can
zone for tasks use the time zone of the task and the HR agent's location to
auto-assign the agent.
Auto-selection If the organization is spread across two or more locations,
of agents will and each has an HR team, you can use the HR agent's
consider location location. For example, a vacation question from an
of agents. employee in Germany is assigned to a member of the
Benefits group in the Berlin office.
Auto-selection of Within a group, HR agents may specialize in an area. For
agents for tasks example, on the Benefits team, some agents may know
requires them to more about medical claims or leave requests. You select
have [all] [some] from [all] [some] [none] based on whether you assign and
[none] skills maintain HR skills.
Implementation information required for legacy 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.

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1. Gather the following information.
• List of positions within your organization.
• HR areas of expertise, for example, benefits, payroll, policies, and so on.
2. 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
email 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.
3. 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
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• 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.
4. Outline any articles to include in the knowledge base, and the source of the
information for each article.
Configuring legacy HR
Use the configuration checklist to help you set up HR for your organization, for
the non-scoped version of HR.
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.
Configure Human Resources
✓ Configure
Enter or import the following information before importing user HR profiles.

• Define organization positions in legacy HR
• HR Create a user group . Include HR as a prefix in your group name so HR
groups are easy to search for.
• Create or modify an HR skill in legacy HR
Set Configuration in legacy HR.
Create or modify an HR profile in legacy HR 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 an HR skill to a group in legacy HR.
Create any HR templates 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.

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Configure Human Resources (continued)
✓ Configure
Review the installed HR Create a workflow and edit or create new workflows
as needed.
Review and configure Assignment rules in legacy HR.
Review and configure Notifications. You can customize the text of existing
notifications and create notifications.
Review and configure HR Service Level Agreements (SLA).
Set up Knowledge management in legacy HR. 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 legacy 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 email. 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
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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:
1. 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.
2. An approval request is generated and assigned automatically to the user who
can verify and approve the onboarding request.
3. 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.
4. 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.
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:
1. 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.
2. 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.
Related information
Workflow
Workflow editor
Create Event workflow activity

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Workflow-based process design for legacy 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.
1. Design the process stages, outlining the process flow at a high level. An
example is shown in the table.
2. Create or customize a catalog item that creates the HR case.
3. 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

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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.
Email 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 reactivate a user's email account
when a leave of absence ends.
4. 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.
Example of the typical stages for an onboarding process
Stage Description
Capture • When an employment offer is accepted, capture basic

information information about the new employee.
• Create an HR case and HR profile for the employee with the
captured information.
• Request approval for onboarding.
Approval • 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.

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Example of the typical stages for an onboarding process (continued)
Stage Description
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 email to the team.
Employee onboarding workflow in legacy 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.
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.
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 email 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.
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After the request is submitted:
1. A new user record [sys_user] is created for the employee and populated with
the information entered in the HR profile.
2. 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.
3. The state of the HR case is set to Ready.
4. The Employee Onboarding HR Workflow sends an email to approvers to
request approval to onboard the new employee.
Note: Your instance must be configured to email approvers with a

notification that an approval needs their attention.
1. The hr_case.approved fulfillment event occurs. The following subflows and order
guides are launched.
2. 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
3. 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 email account, but only
some employees receive a laptop. The questions are Employment type,
Department, and Location type.
• The Requested for field is set to the new employee.

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• 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.
4. On the day before the employment start date, a welcome email is sent to
the manager of the new employee. To introduce the new employee, the
manager can modify and send this email 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.

1. The HR case is closed, and the HR profile is set to Inactive.
2. A work note is added to the HR profile to note the rejection.
3. An appropriate notification is sent to the creator of the onboarding record.
4. Requested items are canceled.
5. The onboarding process terminates.
Employee offboarding workflow in legacy 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.
The default offboarding process starts when an offboarding request is submitted.
This creates an HR case for the terminating employee and triggers the Employee

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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.
1. The Employment status for the HR case and the employee's HR profile are both
set to Offboarding.
2. The state of the HR case becomes Work in Progress.
3. 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.
4. When the employment end date is reached and the Employee Offboarding
HR Tasks Workflow is completed, the following actions occur.
• 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.

1. The employment status is set to Employed on both the HR case and HR profile.
2. The state of the HR case is set to Closed Incomplete.
3. The users assigned to the HR case are notified.
Employee change workflow in legacy 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

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