Create an HR Service Delivery Employee Relations case using Agent Workspace

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

    • You can use HR Service Delivery Agent Workspace to create ER cases for employees that wish to report misconduct or report a disciplinary issue.

    Before you begin

    Role required: sn_hr_er.case_writer

    Procedure

    1. Navigate to All > HR Case Management > HR Agent Workspace.
    2. To create a new ER case, select the Add New icon Add New icon.
    3. Select HR Case.
    4. Search for an employee or case number, or select the Skip verification link if the subject person is external or wants to remain anonymous.
    5. Fill in the form.
      Table 1. ER Case form
      Field Description
      COE The Center of Excellence associated with the HR case you are creating.

      Currently, Employee Relations Case is the only COE available for ER cases.

      Selecting a COE filters the choices for HR service. See HR Centers of Excellence data model.

      Note:
      You can also select an HR service first and the associated COE automatically populates.
      HR Service After selecting Employee Relations Case from the COE field, select one:
      • Accommodation Request
      • Report Discrimination
      • Report Misconduct
        Note:
        You can use the Skip verification feature when creating a Report Misconduct case. For more information, see Using HR Service Delivery Employee Relations.
      • Performance improvement plan(PIP)
      Limit what HR services are available to an employee by filtering:
      • COE selected.
      • HR criteria for the Subject person based on the HR service configuration.

        Limit services filter on the Case Creation Configuration form. If the HR service field is empty, ensure that you did not remove the Opened for field.

      Note:
      Bulk Parent Case does not appear as a selection because it only appears when creating a parent case for child bulk cases. Refer to Add or modify bulk HR cases.
      Opened for The person the ER case was opened for. You can enter letters or numbers to search for possible hits.

      If the person wants to remain anonymous or is outside of your company, you can leave this field blank.
      Subject person The person the ER case is about.
      Work notes Details about the ER case.
      Note:
      Interviews are under the more tab.
    6. Select Create case.
      The case returns with a Case Timeline that provides a visual of all tasks and key milestones and dates related to the case. The Case Timeline helps agents visualize and navigate the key investigation activities on a case and quickly understand the history and what still needs to be done. A Show Legend drop-down also appears to show or hide the number of events scheduled or conducted and the associated date.
      Record types
      The following record types can appear on the timeline with an associated icon:
      Allegation icon - Allegation
      Child case icon - Child case
      Correction action icon - Corrective action
      Evidence icon - Evidence
      Interview icon - Interview
      Involved party icon - Involved party
      Task icon - Task
      Note:
      You can hover over each icon for additional information. Some icons display a link that you can click to go directly to that information.
      Show legend
      Select the Show legend drop-down to show all records that appear on the timeline. Turning the button to the left shows all related records on the timeline.
      Below the Case Timeline are a number of tabs that you can provide additional information about the case.
      Note:
      Closed and completed events could still appear on the timeline, but not necessarily in the related tabs.
      The Related Items menu shows a series of tabs you can use to add information about the ER case.
      Involved Parties
      People associated with the ER case. Involved parties can be the complainant, subject of the allegation, a witness, or other (undefined). For more information, see Create an involved parties record.
      Allegations
      Information that further defines an employee relations case. For more information, see Create an allegation record for HR Service Delivery Employee Relations in the legacy UI or Agent Workspace.
      Interviews
      Interview record for an involved party. For more information, see Schedule an interview in HR Service Delivery Employee Relations using the legacy UI.
      Accommodations
      Accommodation requests are from your employees requesting changes related to their work situation. For more information, see HR Service Delivery Employee Relations accommodations.
      more
      Select to view the following:
      • Corrective Actions: Information about the resolution and any associated corrective actions after an investigation related to the ER case. For more information, see Create a corrective action in HR Service Delivery Employee Relations in the legacy UI or Agent Workspace.
      • Attached Knowledge: List of knowledge articles attached to the HR service type. For more information, see HR Knowledge Management.
      • Approvers: Lists employees that can approve changed information or the case, state of approval, comments, and associated dates. For more information, see Resubmit an HR case for approval.
        Note:
        To reject an approval, users should have the HR case writer [sn_hr_core_case.writer] role.
      • Child Cases: Lists child cases for the current case.
      • ER Cases for Involved Parties: Lists other ER cases for the involved parties of the ER case.
      • Allegation Outcomes: Shows allegations and results.