Lists in Agent Workspace for HR Case Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Lists in Agent Workspace for HR Case Management

    Lists in Agent Workspace for HR Case Management provide ServiceNow customers with quick access to categorized HR cases and related items. These lists enable HR agents to efficiently manage and prioritize their workload by grouping cases based on status, type, or other relevant criteria.

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    Key Features

    • Predefined HR Case Lists: Default lists include categories such as Assigned to me, Collaborations, Open, Open - unassigned, Closed, Recently updated, and Case SLAs to help agents quickly identify cases needing attention.
    • Specialized Case Types: Lists cover various HR domains including Manual fulfillment cases, Service Activity cases (which may include approvals, tasks, or child HR services), Lifecycle Events cases, HRIT, Payroll, Talent Management, Total Rewards, Workforce Administration, and Employee Relations cases.
    • HR Tasks and Profiles: Lists also encompass HR tasks categorized by status and ownership, various HR profiles, employee documents, and knowledge articles used by HR teams.
    • Reminders and Delegation: Agents can view reminders created within the workspace and access a Delegation list that appears when the Granular Delegation plugin is activated, showing cases delegated to or from the agent.
    • Customizable My Lists: Agents can create personalized lists under the My Lists tab to display cases most relevant to their work style, enhancing productivity and efficiency.

    Key Outcomes

    By leveraging these categorized and customizable lists, ServiceNow HR agents can:

    • Quickly locate and manage HR cases based on status, type, or specific service activities.
    • Streamline case fulfillment processes by focusing on relevant cases such as lifecycle events or payroll-related issues.
    • Enhance collaboration and tracking through visibility of active collaborations, reminders, and delegated cases.
    • Improve response times and maintain service level agreements by prioritizing cases effectively.
    • Create tailored views that align with individual agent roles and workflows, facilitating faster and more efficient case handling.

    Lists are an easy way of accessing cases under various categories. For example, you can quickly get a list of HR cases in lifecycle events or cases related to payroll.

    The default Lists show HR cases categorized into the following:

    Table 1. HR case lists

    Type of lists

    Description
    All HR Cases The following categories of HR cases are displayed:
    • Assigned to me: List of cases assigned to you.
    • Collaborations: List of cases with active collaborations.
    • Open: List of all open cases.
    • Open - unassigned: List of all unassigned open cases.
    • Closed: List of all closed cases.
    • Recently updated: List of cases updated by an agent or employee other than the Assigned to agent.
    • Case SLAs: Service level agreement details of HR cases.
    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.
    Note:
    Service activities can be approvals, tasks, or child HR services. See Configure a service activity for an HR service for more information.
    Lifecycle Events HR cases fulfilled by lifecycle events. For more information, see Lifecycle event cases in Agent Workspace for HR Case Management.
    Other Hr cases in the following categories:
    • HRIT cases
    • Payroll cases
    • Talent management cases
    • Total rewards cases
    • Workforce administration cases
    • Employee relations cases
    HR Tasks All Hr tasks in Open, Closed, Assigned to me or Open - unassigned categories. For more information, see Create a task for a case using Agent Workspace for HR Case Management.
    HR Profile Various types of HR profiles.
    Employee Documents Documents belonging to employees.
    Knowledge Knowledge articles used and published by the HR team.
    Reminders Reminders created by the HR agents. For more information, see Create a reminder in Agent Workspace for HR Case Management.
    Delegation Cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin.

    You can create your own lists to show specific cases that are relevant to you in the My Lists tab. Having a custom My Lists helps you work faster and efficiently. For more information, see Create My Lists. For general information on using lists, see Using lists to find work to do.