Lists in Agent Workspace for HR Case Management

  • Release version: Australia
  • Updated March 12, 2026
  • 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 a streamlined way to access and manage HR cases across various categories, enhancing operational efficiency for HR agents. These lists help you quickly locate and address specific cases, contributing to improved service delivery.

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    Key Features

    • Default Lists: Various pre-defined lists categorize HR cases, including:
      • All HR Cases: Displays all HR cases.
      • Assigned to Me: Lists cases assigned to you.
      • Collaborations: Shows cases with active collaborations.
      • Open: Lists all open cases.
      • Open - Unassigned: Displays all unassigned open cases.
      • Closed: Lists all closed cases.
      • Recently Updated: Shows cases updated by others.
      • Case SLAs: Displays service level agreement details for HR cases.
    • Service Activities: Fulfill HR services by adding one or more service activities, such as approvals or tasks, to the HR Service form.
    • Lifecycle Events: Manage cases related to lifecycle events efficiently.
    • Custom Lists: Create tailored lists in the My Lists tab to focus on specific cases that matter most to you, improving workflow.
    • Delegation: Access a list of cases delegated to you or that you have delegated to others, available when the Granular Delegation plugin is activated.

    Key Outcomes

    Utilizing lists within the Agent Workspace enables HR agents to efficiently manage and fulfill HR requests, ensuring timely resolutions and enhanced service levels. The ability to create custom lists further allows for personalized management of cases, leading to improved productivity and effectiveness in HR operations.

    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 .