HR catalog and templates in legacy HR

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of HR Catalog and Templates in Legacy HR

    The HR catalog and templates in Legacy HR provide a structured way for employees to request HR assistance through predefined catalog items, each linked to an HR case category and template. This organization facilitates workload management and reporting. Customers can create and modify catalog items to suit their organizational needs.

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    Key Features

    • Catalog Item Management: Customers can create and modify catalog items using the Manage HR Catalog module, which automatically generates associated HR case categories and templates.
    • Synonymous Terms: Familiarity with terms such as catalog item, HR request, and HR case is essential for navigating the HR application effectively.
    • Types of HR Categories: Differentiates between HR catalog categories for grouping items and HR case categories for reporting purposes.
    • Onboarding and Offboarding Templates: These templates outline the necessary tasks for employee transitions.
    • PDF Document Templates: Customers can generate customized PDF documents, such as employment verification letters, using configured templates.

    Key Outcomes

    By implementing and managing the HR catalog and templates, ServiceNow customers can streamline HR requests and case handling, ensuring that HR services are easily accessible and efficiently managed. This enhances overall HR service delivery and improves employee satisfaction with HR processes.

    HR catalog and templates contain the catalog items and templates that employees use to request HR assistance, in the non-scoped version of HR. Predefined catalog items have an associated HR case category and HR case template.

    You can review and modify the predefined catalog items as needed. You can create catalog items to use for other types of HR requests that are important to your organization. Maintain a 1:1 relationship between the catalog item, HR case category, and HR case template. Doing so makes it easier to organize items in the catalog, manage case workload, and produce reports. Manage HR Catalog module lets you create catalog items and automatically create the HR case category and HR case template.

    Terms used with the HR catalog

    Several terms used throughout the Human Resources application are synonymous with each other. These items are often referred to one way in the navigator, but when you open the module the name at the top is different. The following list includes terms used for items associated with the HR catalog.

    Table 1. Synonymous HR Catalog terms
    Term Synonymous with term
    Catalog item Record producer
    HR request HR case
    HR template Product model or Model
    Knowledge article Knowledge model
    It is also important to understand the two types of HR categories.
    • HR catalog categories, which are used to group catalog items in the HR Service Portal or HR Catalog.
    • HR case categories, which are used for reporting and selected to assign a template to an HR case. Typically used when an HR agent is entering a case for a caller through HR • Case Management > Case Management > Create New Case.

    Catalog item planning and creation

    The following outlines a process to use when planning for and creating catalog items.

    1. Define the new catalog item: Determine the purpose of the HR request, and whether it needs variables, tasks, or both.
      • Variables are used to ask questions and to map the answers to fields, such as the comment field.
      • Tasks are used to define work that must be completed in a specified order before the request can be completed. Tasks can be assigned to different HR agents.
    2. Create the catalog item: Use the Manage HR Catalog module to create a catalog item. It provides a simplified form where you enter a name and description, and select a catalog category, assignment group, and default priority.

      You can submit or publish the catalog item. If you click Submit, the catalog item is saved but is not active. You can then update it, for example, to add variables, before you publish it. You can publish the catalog item to make it active immediately.

      When you submit or publish in the simplified form, a catalog item, HR case category, and HR case template are all created.

    3. Modify the catalog item: After you create the catalog item, you can access the catalog item or the HR case template from the Manage HR Catalog page. Access the HR case template to add fields, define required skills and assignment group, and add tasks. Access the catalog item to add variables and specify user criteria.