HR document generation

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of HR document generation

    HR document generation in HR Service Delivery enables automated and manual creation, signing, previewing, and sending of HR-related documents. This functionality supports processes such as tuition reimbursement requests, employee verification letters, and offer letters, facilitating efficient document workflows involving multiple signatures and subject person interactions.

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    Key Features

    • Automatic Document Generation: Documents can be automatically created and assigned to the subject person for signature when an HR case state changes to "Work in Progress" or "Ready." This is useful for documents like Tuition Reimbursement Requests.
    • Multiple Signature Collection: Documents requiring multiple signatures, such as offer letters, are generated automatically once all required signatures are collected.
    • Preview, Sign, and Save Workflow: HR agents can preview documents, sign them if required, and save before sending to the subject person, which is typical for documents like Employment Verification Letters.
    • Template and Task Configuration: Administrators configure HR services by selecting document templates and enabling automatic draft creation. Task templates linked to HR cases control document availability and workflow states.
    • Error Handling and Editing: When document errors occur, customers can verify data sources, case information, and template field mappings. The preview mode supports editing and viewing variable and script content to ensure accuracy before final generation.

    Practical Application for ServiceNow Customers

    By leveraging HR document generation, ServiceNow customers can streamline HR case handling by automating document workflows, reducing manual intervention, and ensuring compliance with signature requirements. The ability to preview and edit documents before final issuance improves accuracy and user confidence. Configuring templates and task workflows allows customization to match organizational processes.

    Customers should ensure proper setup of HR services and task templates to control when documents become available and how they are processed. Understanding error sources and utilizing the editing capabilities in preview mode helps maintain data integrity in generated documents.

    There are multiple ways to generate documents in HR Service Delivery.

    • Automatically
    • Multiple signatures are collected.
    • Preview, Sign, or Save

    Automatically

    The document is made available for the subject person to sign. Only after the signature is added, the document will be generated automatically. Following are some examples:

    • A document such as Tuition Reimbursement Request must be sent to the employee for signature. The Request Tuition Reimbursement service has a work flow that triggers a task for the subject person (employee) of the case.

      An administrator enables theAutomatically Create Draft Document case option on the HR service and sets up the HR service. When a case is created with that HR service and its state is changed to Work in Progress or Ready, a task gets automatically generated for the employee with the document available for signing.

    • A document such as Employee Verification Letter must be sent to the employee that does not require any signature.

      An administrator selects the template on the HR service. An HR case is created with that HR service. The HR agent previews the document using the Preview Document option, generates the document, and sends an email to the employee using the Send email option on the case.

    Case options for HR service form.

    Multiple signatures are collected

    Documents like offer letters can require multiple signatures. When all signatures are collected, the document is automatically generated.
    Note:
    For more information on setting this feature up, please see Advanced form configuration and Advanced Forms Management in HR Service Delivery.

    Preview, Sign, or Save

    Some documents require an HR agent to review, sign, or save it prior to sending it to a subject person for an HR case. An example is when a subject person requests an employment verification letter. This document requires an HR agent to review it for accuracy, sign it, and send it to the requested email address.
    • Open a case requiring a document to be sent to the subject person.
    • Ensure that the state is Work in Progress.
    • The Form Header shows:Form header for HR workforce administration case form.
    • Click Preview Document to view the document.
    • Click Sign Document for documents that require an HR signature.
      Note:
      By default, the document is available for the subject person to view once you preview it. Change this behavior by changing the State field on the HR task template. You can access the task template from the HR Case form by selecting the HR service > Service Activities > Child task template.

    Change values

    When there are errors in the document:
    • Check the table the incorrect information is pulled from.
    • Check the HR case to ensure correct case information.
    • Check the document template for errors within the body of the document, incorrect field mapping, or variable information.