Using the More icon in HR Service Delivery Agent Workspace

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

    • You can use the More iconmore icon from HR Service Delivery Agent Workspace to perform many duties related to working an HR case.

    When working a case, select the more icon more icon in the far, upper right.

    HR Agent Workspace - More icon

    From here, you can:

    Creating a case from a case or HR profile

    From HR Service Delivery Agent Workspace, you can create additional cases from either an existing case or from a user's HR profile.

    A convenient and time saving feature of HR Service Delivery Agent Workspace is having everything you need as an HR agent in one place.

    You don't have to leave a case you are working on and try to find it later. You can create another HR case from:
    • An HR case you are viewing.
    • From an HR profile that displays on a case you are viewing.
    From an open case
    Use this feature when you want to create a different HR case for the employee that already appears in an existing case.
    Create additional case
    Select the More icon more icon.
    Select Create Additional Case. The employee name from the first case pre-populates in the new case.
    From an HR profile
    When viewing an HR case, you can create another case from the Opened for or Subject person's HR profile.
    HR Agent Workspace case
    Select HR profile icon next to the Subject person.
    HR Agent Workspace HR profile
    Select the More icon more icon.
    Note:
    The At-a-glance panel displays. See At a Glance panel.
    Select New Case.

    Transfer a case using HR Service Delivery Agent Workspace

    Transfer an HR case from one HR service to a different HR service.

    Before you begin

    Role required: sn_hr_core.case_writer

    About this task

    Many cases are created as a General Inquiry case. After researching the employee's needs, you can transfer an existing case to a different HR service.

    For information on configuring HR case transfer or classification properties, see Transfer an HR case.

    You can complete this task in the Classic HR Service Delivery Agent Workspace or the configurable Agent Workspace for HR Case Management.

    Procedure

    1. Navigate to All > HR Case Management > HR Agent Workspace.
    2. Find the case you want to transfer.
      For more information on finding an HR case, see Using the HR Service Delivery Agent Workspace.
    3. Select the More icon more icon.
    4. Select Transfer Case.
    5. From Transfer type:
      • Transfer with existing case number: The HR case number does not change, links redirect with new case, and work notes transfer to new case.
      • Transfer to a new case number: The HR case number changes, links do not redirect, and work notes do not transfer. Both HR case numbers appear on the HR case for reference. The original case state changes to Closed Complete and cancels.
    6. From New HR Service, select the HR service you want to assign to your original case.
    7. Select OK.
      The current case and its child tasks close. When you transfer an HR case from one HR service to another, some field values do not transfer to the new case.
      Note:
      Priority transfers from the original case and does not override the HR template for the new HR case.
      The subject person receives a notification email with the closed case and transferred case information. Replies to the email appear in the Comments section of the HR case. If the subject person replies to the email associated with the closed case, the reply appears in the comments for both the closed and transferred cases.
      Note:
      If the sn_hr_core.restrict_guest_email system property is False, text from an email appears in the Work notes field when the employee is responding from a personal email account. False is the default property.

      See Email setup.

    Escalating a case in HR Service Delivery Agent Workspace

    Escalate an HR case when you are unable to resolve an issue and must amplify the importance of a case.

    Depending on how you have implemented matching rules determines what group and agent the case is escalated to. For more information, see Assignment and matching rules in HR and Add or modify escalation rules.

    HR Agent Workspace More icon

    Table 1. Agent Workspace case form callout description
    Number Description
    HR Agent Workspace Case form callout 1 Select the More icon more icon.

    From here, select Escalate Case.

    HR Agent Workspace case escalation

    Table 2. Agent Workspace case form callout description
    Number Description
    HR Agent Workspace Case form callout 2 Enter an explanation on why you are escalating the case.

    Select OK.

    The form refreshes and is now assigned to the next tier assignment group.