0
4.0.0
Yokohama, Xanadu, Washington DC, Vancouver Patch 7, Vancouver Patch 2, Vancouver
The Agent Workspace for HR Case Management application is a new re-factored workspace for HR agents. The new UI Builder-based workspace makes it more configurable and flexible for customers.
This is in-line with ServiceNow's focus on continually improving HR Agent Workspace as a human-focused experience catered toward HR agents.
- A modernized visual design language.
- A simplified, unified platform navigation that brings everything together into one unified user experience, in one browser tab.
- New UIB-enabled HR Agent Workspace that enables theming, app configuration, and development in UI Builder.
- New
- HR Walkup Experience - Employees can now request an appointment from HR agents, HR agents can now manage their walk-up appointments from the list view of their Agent Workspace.
- Delegation Management from HR Agent Workspace - HR agents can now establish delegation for their HR Cases and Tasks. HR agents can also view and manage their delegates, delegators and delegated tasks and cases in their Agent Workspace.
- Bulk Case Creation Configuration - Bulk case creation for a given service will now follow the same configuration as defined for the individual case creation.
- Preview PDF Document Template - HR Agents can now preview a PDF document template in their Agent Workspace itself, earlier this was possible only in UI 16.
- ER Reporting View - The data across 'ER cases', 'Allegation', 'Allegation Type', 'Interviews', 'Involved party', Evidence', and 'Corrective Action' tables have now been joined together to bring a unified view for ER reporting purposes.
- Contextual Side Panel configuration - New tabs can now be configured in the contextual side panel.
- Adding Child Cases from HR Agent Workspace - Child cases can now be directly added to a case from the Agent Workspace.
- Applying Response Template from HR Agent Workspace - HR Agents can now apply response template from their Agent Workspace.
- Copy HR Case - HR Agents can now create a copy of an HR Case from a single click in their Agent Workspace, the fields to be copied in the new case are configurable.
- Reminder to other HR Agents - HR Agents will now be able to add other HR Agents while adding a reminder.
- Download All Attachments - Multiple attachments in an HR Case can now be downloaded at once.
- Response Template Filtering - The response templates configurations have been updated to support language based filtering of the templates.
- Collect Employee Input - HR Agents can now access employee inputs directly on HR tasks.
- HRSD Triaging Dashboard - A customizable dashboard with a drag and drop like experience is now available for the HR Agents to get an overview of their cases, based on various filters like COE, Services etc.
- AWS Configuration Preview - A new ‘Preview’ button is now available in the configurations, with this preview option admins will now be able to view a screenshot/image of the workspace- that focuses on the area where the changes will occur.
- HRSD Benchmarking - HR Data of various ServiceNow HRSD customers will be compiled together to bring a competitive overview of the HR Processes and Practices.
The data is stored securely and appropriately aggregated and tokenized to avoid any data breach.
- HR Walkup Experience - Employees can now request an appointment from HR agents, HR agents can now manage their walk-up appointments from the list view of their Agent Workspace.
- Fixed
- Issues around Create Knowledge action from workspace has been resolved.
- Issues around accessibility of 'Search button' has been improved.
- Resolution notes popup will come up in HR agent workspace when closed complete action is clicked.
- Sidebar tab Agent Assist will now not disappear after creating universal request.
- Case tab title can now be changed from the case tab title configuration of HR Agent Workspace.
- Requires HR Service Delivery Standard
- Requires the following plugins to be installed:
- com.sn_hr_core,
- com.app_hr_components,
- com.glide.playbook_experience.config,
- now_playbook_exp:22.1.2 (Tokyo) OR now_playbook_exp:23.0.5 (Utah),
- sn_playbook_exp:22.1.2 (Tokyo) OR sn_playbook_exp:23.0.5 (Utah),
- sn_hr_casecard:1.0.3,
- com.sn_hr_lifecycle_events(optional),
- com.sn_hr_lifecycle_ent (optional)
- After installing Agent Workspace, download and run the WS bulk RCAs approval script to automate the RCA approvals for any record; else you will have to manually mark the RCAs as allowed