Creating bulk cases

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    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 Creating Bulk Cases

    Creating bulk cases in ServiceNow allows you to efficiently manage the same type of HR case for multiple employees simultaneously. This feature is particularly useful for scenarios such as onboarding new hires, payroll issues, or annual recertification processes. By utilizing user segment groups, you can define specific values for different employee groups, streamlining the case creation process.

    Show full answer Show less

    Key Features

    • Bulk Case Request: Initiates the process of creating multiple HR cases, requiring at least one user segment group for association.
    • User Segment Groups: Enables you to specify distinct values for groups of users and review the targeted users before finalizing the case creation.
    • Case Capacity: Capable of generating up to 10,000 basic HR cases or 1,000 cases using workflows, ensuring efficient handling of large volumes.
    • Role Requirements: The HR admin role is now necessary for bulk case creation, with options to modify access controls for additional roles.

    Key Outcomes

    By leveraging bulk case creation, ServiceNow customers can expect significant time savings and improved accuracy in managing HR processes. This functionality allows for the simultaneous handling of multiple related cases, ensuring streamlined operations and effective employee management.

    You can create the same type of HR case, for multiple employees, without having to create the same case multiple times. Segments for a bulk case help you define specific values for groups of employees.

    Bulk case creation can save you time and effort. For example, onboarding 20 new hires, a payroll run issue, or an annual recertification process, are cases that can be created as a bulk case.

    Bulk HR cases can be created for all active users. For users without an HR profile, like new hires, an HR profile is automatically created.

    You can create one bulk case that creates individual HR cases for each employee in a group. Examples include:
    • Sending an annual recertification task to a group of employees every year.
    • Onboarding multiple new hires.
    • Managing a payroll issue that affects multiple employees.
    Bulk case process
    Perform the following steps to create a number of similar cases using bulk case request:
    • Create and save a bulk case request.
      A bulk case request starts the process and contains basic information about the types of cases you are creating.
      Note:
      You must create and associate at least one user segment group to a bulk case request.
    • Create one or multiple user segment groups.
      • User segment groups allow you to specify values for a group of users. You can create multiple segments for a bulk case request that defines different values for different groups of users.
      • User segment groups allow admins to ensure their bulk case creation is correct before executing.
      • After creating a user segment group, you can see the number and the users the bulk case request has targeted. You can also remove specific users.
    • If your user segment groups look accurate, you can create cases.
    Number of cases and performance
    HR bulk case creation is designed to create up to 10,000 basic HR cases, or 1,000 cases using workflows such as Lifecycle Event cases.
    Note:
    Performance declines when attempting to create more bulk cases than the system is designed to handle.
    Bulk cases from previous releases
    You must complete or close all existing bulk case requests from previous release versions. Incomplete bulk case requests in previous release versions cannot be completed in Rome.
    When opening completed bulk case requests from a previous release version, some fields are not editable and segments do not appear.
    Bulk cases queued and asynchronously updated
    The request to process bulk cases are queued and asynchronously updated in the background.
    Note:
    In previous releases, the Bulk case creation scheduled job processed bulk case requests. This scheduled job is now deprecated.
    HR admin (sn_hr_core.admin) and bulk case creation
    Previously, the HR case writer (sn_hr_core.case_writer) role was required. Because bulk case creation involves a large number of cases, it was decided to change the required role to HR admin (sn_hr_core.admin).
    If you want employees with the HR case writer (sn_hr_core.case_writer) role to create bulk cases, you can update the Access Control List (ACL) for the following table:

    Bulk Case Request (sn_hr_core_bulk_case_request).

    To allow user segment groups under the request, update the ACLs for:
    • Bulk Case User Segment (sn_hr_core_bulk_case_user_segment)
    • Bulk Case User Segment Group (sn_hr_core_bulk_case_user_segment_group)
    For more information on ACLs, see Access control list rules.