Configure HR fulfillment instructions

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Use HR fulfillment instructions to provide focused and targeted instructions for an HR case.

    Before you begin

    Role required: sn_hr_core.admin

    Procedure

    1. Navigate to All > HR Administration > HR Services > HR Fulfillment Instructions.
    2. Click New or open an existing fulfillment instruction.
    3. On the form, fill in the fields.
      Table 1. HR fulfillment instructions
      Field Descriptions
      Name Label of the fulfillment instructions.
      Table Name of the table that contains the fulfillment instructions for an HR case.
      Condition Conditions under which the fulfillment instructions are made available for an HR case.
      The conditions determine which fulfillment instructions appear for an HR case. For example, you can set conditions that an HR case has different fulfillment instructions by location.
      Note:
      When defining conditions like case sensitivity or null values, see APIGlideFilter - Scoped, Global.

      For additional information, see Condition builder.
      Active Fulfillment instructions that are active and available for use.
      Order Order that the fulfillment instructions appear for an HR case in relation to other fulfillment instructions.
      Instructions Text that provides instructions on how to complete the HR case.

      Use the tool suite to format the instructions.
      Knowledge articles Knowledge articles that you want to attach to the fulfillment instructions. HR agents use knowledge articles as reference when fulfilling an HR case.
      Note:
      Knowledge articles are visible only to HR agents and not to employees.
      Note:
      Previously, Fulfillment Instructions and Checklists were configured from HR services. Checklists are still configured from HR services. For more information on checklists, see Checklists in HR cases.
    4. Click Submit or Update.