Work on an HR case in legacy HR

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

    • You work on an HR case to answer the question or resolve the issue, in the non-scoped version of HR. You can use the HR Case Dashboard to review the priority and work on your assigned cases.

    Before you begin

    Role required: hr_basic or hr_case_writer

    About this task

    The HR Case Dashboard shows you, at a glance, how many cases are assigned to you, how many cases are high priority, and the number of breached cases. Your assigned HR cases display in a list.

    There are several ways that an HR case may be resolved.
    • Enter an answer in the Additional comments field.
    • Attach knowledge articles that describe the benefit or policy in question.
    • Add request items if applicable. For example, a case to change a department and position may require a task to obtain software needed in the new role.
    • Add tasks and assign them to the fulfillment group.
    Note:
    The state changes described are for the default HR configuration. Your organization may have configured the workflow. If so, you may experience differences in the process flow.

    Procedure

    1. From the HR Case Dashboard or another list of open HR cases, open the HR case to work on.
      When the name in the Opened for field is in red, the HR case is for a VIP user and prioritized over other cases. The service level agreement (SLA) is set to a shorter duration.

      Based on the short description, the system looks for similar cases that may help you resolve this HR case. As you look at the HR case details, review the Similar Cases related list. Also, you can see which knowledge base articles the user looked at by reviewing the KB article read by user (#) related list.

    2. Optional: If the HR case is assigned to someone else and you are taking it over, click Assign to Me at the top of the form.
      The form refreshes and your name appears in the Assigned to field.
    3. If the state is Draft or Ready, click Start work in the form header.
      The state changes to Work in Progress.
    4. Perform any of the following actions.
      OptionDescription
      Update employee HR profile information Enter information in any of the following sections or related lists:
      • Employment Information
      • About Employee
      • Contact Information
      • Emergency Contacts
      • Employment History
      Note:
      Depending on the case category, you may not see all sections and related lists.
      Attach a knowledge article Follow the steps in Attach a knowledge article to an HR case in legacy HR.
      Request more information Follow the steps in Suspend and resume an HR case in legacy HR.
      Order request items Click New in the Requested Items related list. Complete the form and click Submit.
      Add tasks Click Add Task under Related Links. Select the type of task to create. Complete the form, click Ready for Work, and click Submit.

      You can reopen the task and click Start Work when the task is assigned to you and you are ready to work on it.
    5. Optional: To view the manager of the user in the Opened for field, scroll to Related Links and click Show employee org chart.
      When finished viewing the org chart, click the back arrow on the upper left.
    6. Optional: If you determine that the case can be canceled, click Cancel at the top of the form.

      A pop-up window appears.

      Write the reason for canceling the case in theWork note field and click OK.

    7. Optional: To add a checklist, click the arrow beside Checklist and select the checklist to add.
      Checklist appears if the administrator configured the form to display it. To create a new checklist, perform the following steps.
      1. Click the arrow beside Checklist and select Create new.
      2. Enter the first item in the text box that appears and press the enter key.
      3. Enter subsequent items to complete the checklist.
      4. Optional: To save the checklist for reuse, click the arrow beside Checklist and select Save as Template.
      5. Optional: Enter the name and click Save.
      You can click the minus icon to the right of a checklist item to delete it. You can click and drag a checklist item to another position in the list.
    8. When finished, perform one of the following actions.
      OptionDescription
      Close the case Enter resolution information and click Comment for the caller to see the note or Work Note for internal information. Click Close Complete at the top of the form.
      Note:
      All HR tasks must be closed before the parent HR case can be closed.
      Save the case to continue working on it Enter work notes describing your progress and click Update.
      If you closed the case, the state changes to Awaiting Acceptance and the caller is notified to review it and accept or reject the resolution or reopen the case. When it is accepted, the state changes to Closed. If there is no response within two business days, the case closes automatically.

      If the resolution is rejected, the case is reopened to the Work in Progress state.

    View and update an HR task in legacy HR

    You can work on the HR tasks assigned to HR cases in the non-scoped version of HR.

    Before you begin

    Role required: hr_basic or hr_task_writer

    About this task

    You can view HR tasks from the parent HR case by scrolling to the Tasks related list. To work with HR tasks directly, follow these steps.

    Procedure

    1. Navigate to All > HR • Case Management > HR Tasks, and select a module, such as Open or Assigned to me.
    2. Click the task to view.
    3. Perform any of the following actions.
      OptionDescription
      Begin working on a new task Click Start work.
      Note:
      The parent HR case must be in progress for you to start work on the task.
      Close a task Enter information in the Work notes field and other fields as needed, and change the State to Closed Complete.
      Note:
      All HR tasks must be closed before the parent HR case can be closed.
      Clone the task to create a new task Click the Clone Task related link. Enter the new task information in the task form and click Update.
      Cancel the task Click Cancel Task in the form header.
      Review the progress of sibling tasks Scroll to the Sibling Tasks related list. If sibling tasks are listed, click a task number to see the details.
      When all tasks are closed for an HR case, an email notification is sent to the HR agent who is assigned to the case.
    4. Optional: To suspend the parent HR case service level agreement (SLA) because you need more information, look for one of the following options under Related Links.
      • Request document: Suspend a task because a document is needed.
      • Request additional user information: Suspend a task because more information is needed.
      • Suspend case: Suspend a task for any other reason.
      If one appears, select it and enter a description of the information you need. When no choices appear and you want to suspend the case, open the parent HR case and suspend it. You can suspend the HR case from more than one task, when needed.
      The HR case is suspended. The employee receives an email notification and responds by providing the information. You are notified when this action is completed.
    5. Optional: To add a checklist, click the arrow beside Checklist and select the checklist to add.
      To create a new checklist, perform the following steps. Checklist appears if the administrator configured the form to display it.
      1. Click the arrow beside Checklist and select Create new.
      2. Enter the first item in the text box that appears and press the enter key.
      3. Enter subsequent items to complete the checklist.
      4. Optional: To save the checklist for reuse, click the arrow beside Checklist and select Save as Template.
      5. Enter the name and click Save.
      You can click the minus icon to the right of a checklist item to delete it. You can click and drag a checklist item to another position in the list.
    6. Click Update.

    Suspend and resume an HR case in legacy HR

    You can suspend an HR case if you are unable to close the case within the duration specified in the service level agreement (SLA).

    Before you begin

    Role required: hr_basic or hr_case_writer

    About this task

    For example, you may need to contact a vendor, such as the insurance administrator or payroll processing company, to obtain the information needed to close the case. After beginning work on the case, you can suspend it until the information is received. This way the HR case does not show that the SLA is breached. When the information is received, you enter it into the case and resume SLA tracking.

    Procedure

    1. Open the HR case to suspend.
      You must begin work on the case before you can suspend it.
    2. Click Suspend.
      The Suspend Reason pop-up window opens.
    3. Select one of the following suspension reasons and enter the information you are waiting for.
      • User: If you need more information from the employee before proceeding.
      • Company: If you are waiting for a reply from a vendor or other outside company.
      • Document: If the employee needs to attach documentation to the HR case.
      • Group: If you are waiting for a reply from an internal group.
      • Other: If you suspend the case for any other reason.
      For example, if you are waiting for the health insurance administrator to investigate an employee claim, select Company for the reason and enter Results of investigation or something similar.
    4. Click Suspend.
      The SLA stops progressing and the suspension notes appear in the activity stream as work notes. You can continue to add work notes to a suspended case.
    5. To resume a suspended HR case, open the case and click Resume.
      The SLA progress is resumed.

    Request user documentation in legacy HR

    You can request that an employee attach required documentation to an HR case.

    Before you begin

    Role required: hr_basic or hr_case_writer

    About this task

    To request documentation, you suspend the case with a Document suspend reason. The case SLA is stopped and a task is created and assigned to the Opened for employee. Examples of required documentation include the following.
    • Receipts for tuition reimbursement
    • Affidavits of domestic partnership to extend benefits
    • Work visas

    Procedure

    1. Open an HR case that requires documentation.
    2. Click Suspend.
    3. Select Document from the Reason choice list.
    4. Enter a Work Note describing the document that is required to resolve the case.
      The employee sees this description in the email notification they receive.
    5. Click Suspend.
      The case is suspended and a task is assigned to the user who must submit the documents. An email notification with a link to the task is sent to the employee.

    Result

    The employee clicks the link in the email to open the task. When the documentation is attached, it is automatically set to Closed Complete. The attached documentation is moved to the HR case, and you receive notification that the HR case is resumed and the task is closed.

    What to do next

    You can click the link in the email notification to open the HR case. Review the attachments, and then complete and close the HR case.

    Escalate an HR case in legacy HR

    You can escalate an HR task if you are unable to resolve the issue. This action reassigns it to the manager of the HR group.

    Before you begin

    Role required: hr_basic or hr_case_writer

    About this task

    An HR case may need to be escalated when you encounter any of the following conditions.
    • Are unable to complete the task due to excessive workload.
    • Do not have the necessary skills.
    • Need help with some part of the HR case.
    An escalated HR case is reassigned to the manager of the HR group assigned to the case. The manager can resolve the case or reassign it to someone with the necessary skills or available time.
    Note:
    The manager must be a member of the assigned group. If the manager is not a member of the group, then an error message appears when the escalation is submitted and no action is taken.

    Procedure

    1. Open an HR case to be escalated.
    2. Under Related Links, click Escalate case.
    3. Enter a reason for the escalation in the dialog window that opens.
    4. Click OK.
      The case is reassigned to the manager. An email notification is sent that contains the escalation reason so the manager can determine how to proceed.

    HR cases for VIPs in legacy HR

    Your organization can assign VIP status to users, such as the CEO and vice-presidents, to ensure that the resolution of their tasks is given high priority, in the non-scoped version of HR.

    If your organization uses the VIP feature, set up the following to ensure that VIP HR cases are handled appropriately.
    • Navigate to Skills > Groups.
    • Add members or a group to HR VIP Watchlist. When an HR case is submitted, members of this group receive notification as the case progresses.
    • Review the HR service level agreement (SLA) for handling VIP cases. The duration is two hours. When the duration is reached, the SLA is breached and the members of the watchlist are notified.
    • Navigate to HR Administration > Properties.
    • Enter a case priority number in the Default case priority for VIP requestor field.
    • For VIP employees, check the VIP box on their HR profile.
      Note:
      Customize the HR profile form in the Form Designer to show the VIP check box.
    You can identify VIP HR cases in the following ways:
    • HR Cases list: A VIP icon appears in the Opened for field. You may have to personalize the list to see the Opened for field.
    • HR Case form: The employee name in the Opened for field is red.
    • HR catalog items: When the form is submitted, a message appears at the top identifying the submitter as a VIP.

    Checklists in HR cases and tasks in legacy HR

    A feature of tasks is the ability to add a checklist, in the non-scoped version of HR. In an HR case or task, a checklist can serve as a reminder to the HR agent to ensure that the procedure is followed.

    A checklist can be added as a reminder for just the current case, or the HR agent can save the checklist for reuse. Do not confuse checklists with HR tasks. Here is an example of how both might be used for a request to change employee HR profile information.
    1. A manager submits an employee change request through the HR Service Portal when the employee gets a promotion. An HR case is created with the request to change the title and position. This HR case involves changes not only to the HR profile, but also to the records in the payroll and performance management systems for the employee.
    2. HR tasks are added to the HR case to update the payroll and performance management systems. Each HR task is assigned to an agent on the appropriate HR team, such as a payroll clerk and an HR generalist.
    3. The payroll clerk adds a checklist to the HR task as a reminder of how to time the payroll record update for the correct payroll cycle.
    4. The HR agent adds a checklist to the HR case as a reminder to communicate the promotion within the organization. For example, the checklist items are:
      • Get the promotion into next company newsletter
      • Let the manager know when the change reflects in the system
      • Remind the employee to order new business cards, if applicable

    Enable and reuse checklists

    The checklist does not appear automatically in the HR case and HR task forms. If you decide to use the checklist feature, the administrator must configure the forms in the form designer to add the checklist formatter.

    If you plan to reuse checklists for certain types of tasks, determine a naming convention that makes it easy to find the checklist. All checklists are saved in the same list and are available for selection in every type of task. For example, you may construct checklist names to begin with HR and then specify if it is for a case or task, and its purpose. Examples based on the scenario include:
    • HR case promotion reminders
    • HR task payroll timing