Creating bulk cases

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Creating bulk cases

    Creating bulk cases in ServiceNow’s HR Service Delivery enables you to efficiently generate the same type of HR case for multiple employees simultaneously. This feature is ideal for common HR scenarios such as onboarding multiple new hires, managing payroll issues affecting groups, or sending annual recertification tasks. Bulk cases save time by automating the creation of individual cases per employee within defined user segments.

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    Key Features

    • Bulk Case Request: Initiates the bulk case creation process by capturing the basic information for the cases being created. At least one user segment group must be associated with each bulk case request.
    • User Segment Groups: Allow you to specify and group employees by certain criteria, ensuring cases are correctly targeted. Multiple segments can be created to assign different values for different groups. You can view, edit, or remove users from these segments before case creation.
    • Automatic HR Profile Creation: For users without an existing HR profile (e.g., new hires), profiles are automatically generated during bulk case creation.
    • Performance Limits: Supports creating up to 10,000 basic HR cases or 1,000 cases involving workflows like Lifecycle Events. Creating beyond these limits may degrade system performance.
    • Asynchronous Processing: Bulk case requests are queued and processed asynchronously in the background for efficiency. The older scheduled job method has been deprecated.
    • Role and Access Control: Bulk case creation requires the HR admin role (snhrcore.admin). To allow users with the HR case writer role to create bulk cases, administrators must update specific Access Control Lists (ACLs) for bulk case request and user segment tables.
    • Legacy Bulk Cases: Existing bulk case requests from previous releases must be completed or closed before creating new requests in the current release. Editing prior bulk case requests is limited.

    How to Use

    • Create a Bulk Case Request: Start by creating and saving a bulk case request that defines the case type and associates user segment groups.
    • Create User Segment Groups: Define groups of employees with specific values relevant to the bulk case. This step ensures accurate targeting and allows review and adjustment before case creation.
    • Manage Segments: After creating user segments, review and edit the groups to confirm accuracy and remove any users if needed.
    • Execute Case Creation: Once segments are validated, proceed to create individual HR cases for each employee in the group.

    Benefits for ServiceNow Customers

    This bulk case creation capability streamlines HR case management by reducing repetitive work, improving accuracy through user segmentation, and supporting high-volume case creation with system performance considerations. It empowers HR administrators to efficiently handle routine and large-scale HR processes, enhancing operational productivity and employee service experience.

    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:
    • 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.
    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.