Creating bulk cases

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Creating bulk cases

    Creating bulk cases in ServiceNow enables HR teams to generate the same type of HR case for multiple employees simultaneously, streamlining processes such as onboarding, payroll issues, or annual recertifications. This functionality saves time by avoiding repetitive case creation for individual employees and supports all active users, automatically creating HR profiles for new hires without one.

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    Key Features

    • Bulk Case Requests: Initiate the process by creating and saving a bulk case request that includes essential details about the cases to be created.
    • User Segment Groups: Define specific groups of employees with unique values within a bulk case request. Multiple segments can be created to target different user groups accurately.
    • Review and Edit: After defining user segments, administrators can review the targeted users, remove specific individuals if necessary, and ensure accuracy before case creation.
    • Performance Limits: Supports creation of up to 10,000 basic HR cases or 1,000 workflow-based cases (e.g., Lifecycle Event cases), with performance degradation beyond these limits.
    • Asynchronous Processing: Bulk case creation requests are queued and processed asynchronously in the background, improving system performance and user experience.
    • Role and Access Control: Bulk case creation requires the HR admin (snhrcore.admin) role. To enable users with the HR case writer role to create bulk cases, ACLs for bulk case request and user segment tables can be updated accordingly.

    Important Considerations

    • All bulk case requests from previous ServiceNow releases must be completed or closed before creating new bulk cases in the current release. Incomplete requests cannot be continued.
    • Some fields in completed bulk case requests from prior versions are non-editable, and user segments may not be visible.
    • The older Bulk Case Creation scheduled job is deprecated; bulk case processing now uses asynchronous background queuing.

    Practical Steps for ServiceNow Customers

    • Create a Bulk Case Request: Start by defining the type of HR cases to be created for multiple employees.
    • Define User Segment Groups: Group employees by relevant criteria and assign specific values to each segment to customize case creation.
    • Review User Segments: Confirm the correct users are targeted and adjust segments as needed before execution.
    • Execute Bulk Case Creation: Submit the request to create individual HR cases for each employee in the defined groups, benefiting from asynchronous processing for efficiency.
    • Manage Roles and Permissions: Ensure appropriate roles and ACLs are configured to allow the right users to create bulk cases.

    You can create the same type of HR case, for multiple employees, without having to create the same case multiple times. Segments for a bulk case help you define specific values for groups of employees.

    Bulk case creation can save you time and effort. For example, onboarding 20 new hires, a payroll run issue, or an annual recertification process, are cases that can be created as a bulk case.

    Bulk HR cases can be created for all active users. For users without an HR profile, like new hires, an HR profile is automatically created.

    You can create one bulk case that creates individual HR cases for each employee in a group. Examples include:
    • Sending an annual recertification task to a group of employees every year.
    • Onboarding multiple new hires.
    • Managing a payroll issue that affects multiple employees.
    Bulk case process
    Perform the following steps to create a number of similar cases using bulk case request:
    • Create and save a bulk case request.
      A bulk case request starts the process and contains basic information about the types of cases you are creating.
      Note:
      You must create and associate at least one user segment group to a bulk case request.
    • Create one or multiple user segment groups.
      • User segment groups allow you to specify values for a group of users. You can create multiple segments for a bulk case request that defines different values for different groups of users.
      • User segment groups allow admins to ensure their bulk case creation is correct before executing.
      • After creating a user segment group, you can see the number and the users the bulk case request has targeted. You can also remove specific users.
    • If your user segment groups look accurate, you can create cases.
    Number of cases and performance
    HR bulk case creation is designed to create up to 10,000 basic HR cases, or 1,000 cases using workflows such as Lifecycle Event cases.
    Note:
    Performance declines when attempting to create more bulk cases than the system is designed to handle.
    Bulk cases from previous releases
    You must complete or close all existing bulk case requests from previous release versions. Incomplete bulk case requests in previous release versions cannot be completed in Rome.
    When opening completed bulk case requests from a previous release version, some fields are not editable and segments do not appear.
    Bulk cases queued and asynchronously updated
    The request to process bulk cases are queued and asynchronously updated in the background.
    Note:
    In previous releases, the Bulk case creation scheduled job processed bulk case requests. This scheduled job is now deprecated.
    HR admin (sn_hr_core.admin) and bulk case creation
    Previously, the HR case writer (sn_hr_core.case_writer) role was required. Because bulk case creation involves a large number of cases, it was decided to change the required role to HR admin (sn_hr_core.admin).
    If you want employees with the HR case writer (sn_hr_core.case_writer) role to create bulk cases, you can update the Access Control List (ACL) for the following table:

    Bulk Case Request (sn_hr_core_bulk_case_request).

    To allow user segment groups under the request, update the ACLs for:
    • Bulk Case User Segment (sn_hr_core_bulk_case_user_segment)
    • Bulk Case User Segment Group (sn_hr_core_bulk_case_user_segment_group)
    For more information on ACLs, see Access control list rules.