HR ticket page
Summarize
Summary of HR Ticket Page
The HR ticket page is a crucial feature within Employee Service Management that allows employees and HR personnel to view detailed information on HR cases. Accessible through the HR service portal, the page presents case details including descriptions, attachments, history, approvers, and to-dos based on the user's persona.
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HR Ticket Page User Types
There are four user types for the HR ticket page, each with a specific view:
- Opened for: The individual for whom the HR request was created, who sees all details and to-dos for all users involved. Child cases are rolled up with the parent case.
- Subject person: The individual who is the subject of the request. Their view is conditional upon being assigned an HR task.
- Task assignee: A user assigned a task related to the HR request, only seeing the page if a task is assigned.
- Approver: A user who has approval tasks, seeing the page only when an approval is assigned.
HR Ticket Page Header Configuration
The header of the HR ticket page displays essential information such as the HR service type, case description, attachments, and assigned personnel. The configuration can be tailored for individual HR services, enhancing the user experience. For more details on customization, refer to the configuration guide.
The HR ticket page is where you and your employees can view the details of an HR case and can be used with the HR service portal.
The HR ticket page appears when you open an HR request from the requests page in the portal. (Non-HR requests open to a non-HR ticket page.) Different users have different views of the HR ticket page, and you can configure the HR ticket page header for individual HR services.
HR ticket page user types
There are four different user types that can view the HR ticket page: the person that the HR request was opened for, the person that is the subject of the request, any task assignees, and any approvers. Each user type has a unique view.
| Type | Description |
|---|---|
| Opened for | Person that the HR request was opened for. Sees the HR case when it is created,
including all to-dos for all user types. Note: If an HR case has one or more child cases, the
children are automatically rolled up with the parent up to three generations. HR child
cases that are rolled up with the parent do not appear as separate requests on the requests
page. Non-HR child cases appear both as a separate request and as part of the roll-up on
the parent case. |
| Subject person | Person that is the subject of the HR request. (This person may or may not be the same
person that the HR request was opened for.) Only sees the HR ticket page if an HR task is
assigned to the user as a to-do. You can further configure the subject person view to: Show case to subject person: If selected, the subject person sees the HR case when it is created, as well as:
|
| Task assignee | Person that is assigned a task to help fulfill the HR request. Only sees the HR ticket page if an HR task is assigned to the user as a to-do. |
| Approver | Person that is an approver for the HR request. Only sees the HR ticket page if an approval is assigned to the user as a to-do. |
HR ticket page header configuration
The HR ticket page header provides information about the HR case such as the HR service type, description, attachments, history, option to cancel the request, and who is assigned to the case.
You can configure the appearance of the HR ticket page header for individual HR services.
For more information, see Configure the HR ticket page header for an HR service.