Explore HR Multi Instance Integration

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of HR Multi Instance Integration

    The HR Multi Instance Integration application facilitates communication between different instances of HR Service Delivery, enabling a consistent HR service experience across both remote and local services. It allows organizations to manage employee experiences aligned with their culture and policies, while also enabling outsourcing of HR services.

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    Key Features

    • Seamless Workflows: HR processes can flow across multiple instances, allowing for partial fulfillment of cases by both providers and consumers.
    • Consistent User Experience: Employees experience a uniform interface across the HR catalog, regardless of service origin.
    • Task Management: Creation of HR and approval tasks for remote cases, and initiation of document signing tasks via universal tasks.
    • Access Control: Security and compliance are managed at the remote catalog level to control access in both provider and consumer instances.
    • Information Synchronization: Relevant data such as request status, comments, and attachments are synchronized between instances.

    Key Outcomes

    • For Providers: HR workflows are not limited to single instances, enabling more efficient service delivery. Standardized processes reduce training time for HR agents.
    • For Consumers: Reduces the need for in-house HR expertise by allowing third-party service fulfillment. Provides a consistent experience and easy access to HR services through a consumer portal.

    HR Multi Instance Integration is crucial for organizations looking to enhance their HR service delivery while maintaining compliance and a high-quality user experience across multiple instances.

    Learn about the benefits and key offerings of the HR Multi Instance Integration application.

    HR Multi Instance Integration overview

    Partners and service providers for HR service fulfillment often are running their own instance of HR Service Delivery. HR Multi Instance Integration provides inter-instance communication and uniform HR service experiences (for remote HR services and local HR services) with fulfillment in different instances through the following capabilities:
    • Ability to control your organization employee’s experience according to your organization's culture, branding, and policies.
    • Ability to outsource services.
    • Consistent user experience for employees across the entire HR catalog, regardless of whether they are interacting locally or remotely from any third-party provider.
    • Because HR workflows or business process are not restricted to a single instance, they can flow seamlessly across instances. Ability to fulfill a case partially by providers and partially by consumers.
    • Uniformity and standardization for HR agents on the provider instance enables them to work on local cases or remote HR cases from the provider’s ServiceNow AI Platform instance with a minimal learning curve.
    • Managing and controlling access at the remote catalog level to meet security and compliance requirements at both the provider and consumer instances.
    • Synchronization of relevant information such as submitted request (provider task) status, comments, and attachments by service providers.
    • Use Universal Task as the remote tasking medium in consumer instance.
    • Ability to create HR tasks and approval tasks for remote cases.
    • Initiate document signing tasks for remote users via universal tasks.
    Note:
    HR Multi Instance Integration is dependent on the following plugins:

    HR Multi Instance Integration users

    Table 1. Users on a provider instance
    User Description
    Provider administrator
    • Can register customers in a provider instance.
    • Can create and publish remote catalogs in a provider instance.
    • Can view records in transport queue in a provider instance.
    • Can Enable magic links to let consumer users complete assigned tasks from provider instance.
    HR agent or Provider agent
    • Can differentiate remote cases from local cases and work on it for basic case fulfillment in a provider instance.
    • Can create HR tasks, approval tasks, and document tasks for consumer users.
    • Can interact with consumer users via comments, attachments, and track state changes on the remote HR case on a provider instance.
    Table 2. Users on a consumer instance
    User Description
    Consumer administrator
    • Can register providers in a consumer instance.
    • Can subscribe to remote catalogs from external service provider.
    • Can activate catalogs to enable consumer employee to raise a request from consumer instance to provider instance.
    • Can view records in a transport queue in a consumer instance.
    • Can configure the value of the Redirect timeout option in the magic links settings.
    Consumer employee
    • Can access and submit service requests from a consumer employee portal.
    • Can complete the HR tasks, approval tasks, and document tasks via the URL links in assigned tasks.

    HR Multi Instance Integration workflow

    The following graphic explains how an HR service request is partially fulfilled by providers and partially fulfilled by consumers.

    Figure 1. Flow
    Infographic explaining how an HR service request is partially fulfilled by providers and partially by consumers.

    HR Multi Instance Integration benefits

    Table 3. Benefits for providers that are delivering HR services
    Benefit Users
    HR workflows or business process are not restricted to single instance and can flow seamlessly across instances for fulfillment. Provider
    Restrict only users with specific roles to view records in provider instance. Provider administrator
    Uniformity and standardization for HR agents on the provider instance enables them to work on local cases or remote HR cases from the provider’s ServiceNow AI Platform instance with a minimal learning curve. Provider agent
    Create HR tasks, approval tasks, and document tasks for remote users. Provider agent
    Table 4. Benefits for consumers that are availing third-party HR services
    Benefit Users
    No need to maintain in-house expertise or agents for outsourced services (redundant and transactional in nature). Consumer
    HR workflows or business process are not restricted to single instance and can flow seamlessly across instances for fulfillment. Consumer
    Restrict only users with specific roles to view records in consumer instance. Consumer administrator
    Consistent user experience for employees across the entire HR catalog, regardless of whether they are interacting locally or remotely from any third-party provider.

    Place a request via an HR catalog from a consumer instance and fulfill the request from a provider instance.

    Complete HR tasks, approval tasks, and document tasks, if any, via magic links.

    		 Consumer employee

    What to explore next

    To learn more about configuring and using HR Multi Instance Integration, see: