hr-service-delivery

HR Service Delivery for ServiceNow

HR Service Delivery (HRSD) streamlines employee services through cases, lifecycle events, and self-service.

HRSD Architecture

Employee Center (Portal)
    ├── HR Service Catalog
    │   ├── HR Catalog Items
    │   └── Requests → HR Cases
    ├── Knowledge Articles
    └── My HR Cases

HR Cases (sn_hr_core_case)
    ├── Case Tasks
    ├── Lifecycle Events
    └── Document Requests

Key Tables

Table	Purpose
sn_hr_core_case	HR cases
sn_hr_core_case_operation	Case operations/tasks
sn_hr_le_lifecycle_event	Lifecycle events
sn_hr_le_activity	Lifecycle activities
sn_hr_core_service	HR services

HR Cases (ES5)

Create HR Case

// Create HR Case (ES5 ONLY!)
var hrCase = new GlideRecord("sn_hr_core_case")
hrCase.initialize()

// Case details
hrCase.setValue("short_description", "Request for salary verification letter")
hrCase.setValue("description", "Employee needs salary verification for mortgage application")

// HR Service and Category
hrCase.setValue("hr_service", getHRService("Document Requests"))
hrCase.setValue("hr_service_type", "general_inquiry")

// Subject person (employee)
hrCase.setValue("subject_person", employeeSysId)
hrCase.setValue("opened_for", employeeSysId)

// Opened by (could be different - e.g., manager on behalf)
hrCase.setValue("opened_by", gs.getUserID())

// Assignment
hrCase.setValue("assignment_group", getGroupSysId("HR Operations"))

// Priority
hrCase.setValue("priority", 3)

var caseSysId = hrCase.insert()

HR Case from Catalog

// Process HR catalog request (ES5 ONLY!)
// Called from HR Catalog Item workflow

;(function executeActivity(inputs, outputs, scratchpad) {
  // Get request item details
  var ritm = inputs.request_item
  var variables = ritm.variables

  // Create HR Case
  var hrCase = new GlideRecord("sn_hr_core_case")
  hrCase.initialize()

  hrCase.setValue("short_description", ritm.cat_item.getDisplayValue() + " for " + ritm.opened_for.getDisplayValue())
  hrCase.setValue("hr_service", ritm.cat_item.u_hr_service)
  hrCase.setValue("subject_person", ritm.opened_for)
  hrCase.setValue("opened_for", ritm.opened_for)
  hrCase.setValue("opened_by", ritm.opened_by)

  // Copy variables to case
  hrCase.setValue("u_effective_date", variables.effective_date)
  hrCase.setValue("u_reason", variables.reason)

  // Link to request
  hrCase.setValue("parent", ritm.getUniqueValue())

  outputs.hr_case = hrCase.insert()
})(inputs, outputs, scratchpad)