Create a task for a case using Agent Workspace for HR Case Management

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Choose a task type when creating a task within a case. When assigning the task to an employee on Employee Center, you can also request how the employee acknowledges completion of that task.

    Before you begin

    Role required: sn_hr_core.case_writer

    Procedure

    1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management 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.
    3. Select New.
    4. Select an HR task type.
      The different task types you can select are:
      Table 1. HR task types
      Task type Description
      HR Service: An HR service fulfills the HR task. In the HR Service field, select an HR service.
      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.
      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. Checklists are instructions or steps on how to complete the task.
      Note:
      For more information, see Using checklists in HR Service Delivery Agent Workspace.
      Credential: Indicates that you want the user to acknowledge reading a document by logging in with their login credentials. The Acknowledgment text and Acknowledgment document fields appear. Using these fields shows a check box and text above the login credentials. In the Acknowledgment document field, select a document you want the user to read.
      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.
      E-signature: User electronically signs a document. In the E-signature template field, select the e-signature template to use.
      Note:
      • E-signature is a scoped 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 details about this task.
      Note:
      Mark When Complete changes the state of the task to 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.
      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.
      Schedule a meeting Enables you to create a meeting invite for an employee while you are working on an HR case. For example, you can schedule a meeting with a new hire as part of the onboarding process.
      • You can view the available slots of an employee and schedule a meeting. The employee will receive a meeting invite on Microsoft Outlook.
      • You can also send the meeting invite to external attendees.
      Note:
      For the meeting invite and scheduling capability, you must install the ServiceNow Microsoft Outlook spoke.
      Take Survey: In the Survey field, select a survey that the user is assigned to take.
      Upload Documents: Requests the person assigned to the 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: 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 More icon from Details.