Universal Request for HR Service Delivery

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Universal Request for HR Service Delivery

    The integration of HR Service Delivery and Universal Request applications enhances the employee experience by streamlining service requests. Employees can utilize a common help desk to submit requests, while the complexities of inter-departmental transfers are hidden from users, improving efficiency in service delivery.

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    Key Features

    • Universal Request Creation: Initiated when an employee selects the Request help option in Employee Center, generating a universal request that is analyzed by a routing agent.
    • Case Management: Upon analysis, an HR case is created. The status of both the HR case and universal request updates as the case progresses, providing visibility to the employee.
    • Plugin Activation: Required plugins include Universal Request, HR Scoped App: Core, and Employee Center, which enable essential functionalities such as case creation and transfer options.
    • Notification System: Employees receive updates via notifications linked to the universal request, not the HR case number, ensuring clarity in communication.
    • Custom Configurations: Preconfigured state mappings for base system HR states streamline processes, with options for custom states as needed.

    Key Outcomes

    By utilizing Universal Request, organizations can:

    • Enhance collaboration among various departments through associated tickets, allowing parallel work on requests.
    • Ensure a unified ticket experience for HR cases, regardless of the channel through which they are created.
    • Improve overall service delivery by providing complete visibility and control to both employees and HR agents.

    With the integration of HR Service Delivery and Universal Request applications, you can provide a consistent user experience for employees while creating service requests. You can hide the complexities of inter-department request transfers and multi-department use cases by providing a common help desk for all employees.

    About Universal Request for HR Service Delivery

    A universal request gets created when an employee clicks the Request help option in Employee Center. A universal request routing agent analyses the issue (as HR department related) and creates an HR case from that universal request. After the case gets resolved by an HR agent, the state of the HR case changes to Awaiting Acceptance. Automatically, the state of the universal request changes to Awaiting response. Finally, after the employee accepts the resolution, the universal request gets closed and in turn the HR case gets closed.

    At any point in time, the HR agent can transfer the HR case back to the universal request queue with or without resolution.

    All the important details, such as, users who are working on the issue, inter-department transfers, and work notes, are recorded in the universal request ticket, providing complete visibility to the employee who has raised the request.

    Activating the necessary plugins

    After you have activated the Universal Request (com.snc.universal_request), Human Resources Scoped App: Core (com.sn_hr_core), and Employee Center (com.sn_hr_service_portal) plugins, you notice that:
    • The Universal Request form contains a UI action to create an HR case.
    • The Universal Request field appears on the HR case form when an HR case is associated with a universal request record.
    • The Transfer button appears on the HR case form to let an HR agent transfer an HR case back to Universal Request, another department, or service.
    • An HR case created from a record producer automatically creates a universal request. It happens only when the Create Universal Request check box is enabled on the record producer.

      Similarly in the Create a test case topic block, if the Create Universal Requestcheck box is enabled on the record producer, then a universal request ticket is created and shared with the employee on the Virtual Agent conversation.

    • When an HR case associated to a universal request goes through a state change, a notification is sent to the employee (requester) with the universal request number and not the HR case number.
    • On ServiceNow AI Platform, HR cases that are associated with Universal Request appear under HR Case Management > All.
    • On Employee Center, HR requests that are associated with Universal Request appear under Employee Center > Requests.