HR document generation

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of HR document generation

    HR document generation in HR Service Delivery (Release Yokohama) enables automated and manual creation, preview, signing, and distribution of HR-related documents. This functionality supports workflows that involve multiple signatures, document previews, and saving options before sending documents to employees or other subject persons.

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    Key Features

    • Automatic Document Generation: Documents such as Tuition Reimbursement Requests can be automatically generated and assigned to the employee for signature when an HR case state changes to Work in Progress or Ready. This is enabled by configuring the "Automatically Create Draft Document" option on the HR service.
    • Multiple Signatures Collection: Documents like offer letters that require multiple signatures are managed so that the document is generated only after all required signatures are collected.
    • Preview, Sign, or Save Workflow: HR agents can preview, sign, or save certain documents (for example, Employment Verification Letters) before sending them to the subject person. This ensures accuracy and appropriate authorization before distribution.
    • Template Selection and Email Distribution: For documents that do not require signatures, HR agents select templates, preview the document, generate it, and send it via email to the employee directly from the HR case.
    • Task Template Configuration: The availability of documents to subject persons can be controlled by modifying the State field on the HR task template, accessible via the HR Case form. This allows customizing when and how documents are accessible during the workflow.
    • Document Error Handling and Editing: If incorrect information appears in a document, customers should verify the source tables, HR case data, and document templates for errors in field mapping or variable usage. The Preview Document feature supports rendering and viewing of variables, scripts, and blocks in edit mode to facilitate troubleshooting and editing.

    Practical Benefits for ServiceNow Customers

    • Streamlines HR document workflows by automating generation and signature collection processes, reducing manual effort and errors.
    • Provides flexibility to handle documents requiring multiple signatures or manual HR review and signing, ensuring compliance and accuracy.
    • Enables direct email communication with employees for document delivery, improving communication efficiency.
    • Offers customization options through task templates to control document availability and workflow states tailored to organizational needs.
    • Supports troubleshooting and editing of document templates and generated documents to maintain data accuracy and presentation quality.

    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.