---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Agent Workspace for HR Case Management contextual side panel

# Agent Workspace for HR Case Management contextual side panel {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Agent Workspace for HR Case Management contextual side panel

The contextual side panel in Agent Workspace for HR Case Management is designed to assist agents by providing relevant and timely information while working on HR cases.
It offers a column of icons that display different types of information depending on the HR case type, enabling agents to efficiently interact with employees and manage cases.
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## Key Features

* **At a Glance:** Displays key HR profile details for quick reference, helping agents understand the employee they are assisting during communication.
* **Agent Assist:** Offers relevant knowledge articles related to the case, enables agents to add comments visible to employees or work notes private to agents, and view all case activities. Also available for HR interactions.
* **Employee Documents:** Lists documents tied to the current case with options to download or rename. Requires the Employee Document Management plugin to function.
* **Attachments:** Shows documents linked to the HR case, which can be moved to Employee Document Management for archival. Agents can add, download (all or specific), or delete (all or specific) attachments. A green dot indicator shows attachment presence.
* **Templates:** Provides reusable templates to auto-fill case fields, streamlining case data entry.
* **Response Templates:** Contains reusable message templates for responding to employees, promoting consistent and efficient communication. Text from templates can be copied into case comments or work notes.
* **Fulfillment Instructions:** Offers targeted guidance such as instructions, knowledge base articles, or checklists to help resolve cases faster and more efficiently.
* **Checklist:** Lists required tasks or checks necessary to resolve the case effectively and promptly.
* **Personal Notes:** Allows agents to add private notes that are not tracked in the case history, useful for information that is not yet finalized.

## Practical Benefits for ServiceNow Customers

This contextual side panel enhances case handling by consolidating key information and tools in one place, improving agent productivity and case resolution speed. By using features like templates, fulfillment instructions, and checklists, agents can maintain consistency, reduce errors, and respond to employees more effectively. The integration with Employee Document Management ensures proper document handling and archival, supporting compliance and record keeping.  
The contextual side panel in Agent Workspace for HR Case Management 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.  
{#agent-ws-hr-case-mgmt-context-sidebar__table_tgj_p2l_cjb__entry__2}

| Icon | Description |
|-|-|
| ![]() | At a Glance: Provides key HR profile details for fast recall. Having this information readily available helps agents understand who they are trying to help when communicating with an employee. |
| ![]() | Agent Assist: Provides relevant knowledge articles about the 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. Note: The Contextual side panel requires the Employee Document Management \[com.sn_employee_document_management\] plugin to display the employee documents. For more information, see [Employee Document Management](https://servicenow-prod.fluidtopics.net/qK21O6Pv0wtkOgxFd6tzyg "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."). |
| ![]() | Attachments: Documents relevant or related to the HR case are displayed as attachments. These documents can be moved to Employee Document Management (EDM) for archival and historical purposes. For example, receipts for tuition reimbursement are attachments to an HR case. After you move attachments to Employee Document Management, they will be employee documents. * To add attachments to a case, click Select File. * To download all attachments at one time, select ![]() and select Download all. * To download only a specific attachment, select a specific attachment, select ![](), and select Download. * To delete all attachments at one time, select ![]() and select Delete all. * To delete only a specific attachment, select a specific attachment, select ![](), and select Delete. {#agent-ws-hr-case-mgmt-context-sidebar__ul_ywp_w5t_qdc} Note: A small green dot indicates there are attachments ![](). |
|   | Templates: Displays reusable templates that you can use to auto-fill certain fields of a case. Select the required template so that the template values are auto-populated on the case. |
| ![]() | Response Templates: Displays 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](https://servicenow-prod.fluidtopics.net/GEjDTp8amwzm_Dsp9cm9Yg#hr-templated-snippets "You can use response templates with HR Service Delivery to resolve cases faster and more efficiently."). |
| ![]() | 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](https://servicenow-prod.fluidtopics.net/Kbgn52KM~80Leq94Dy0qow "HR fulfillment instructions provide focused and targeted information on how an agent can complete an HR case faster and more efficiently for HR Service Delivery Agent Workspace and legacy HR Case Management."). |
| ![]() | Checklist: Provides you with a list of things that need to be checked or done. Checklist helps you in resolving an issue efficiently and in a quicker way. For more information, see [Using checklists in HR Service Delivery Agent Workspace](https://servicenow-prod.fluidtopics.net/VT~EpnKo02KzaeasH35p5g "Creating and using checklists on an HR case or task helps you resolve issues faster, more efficiently, and with fewer errors."). |
| ![]() | Use personal notes to add information that is not finalized and must not be tracked within the case history. For more information, see [Add personal notes](https://servicenow-prod.fluidtopics.net/yK63GxU1qtGLVgWB53CaOg "Using personal notes agents can record information that remains private and is not visible to other agents working on that case.") |
[Table 1. Agent Workspace contextual side panel icon descriptions]

{#agent-ws-hr-case-mgmt-context-sidebar__table_tgj_p2l_cjb}