HR Service Delivery for ServiceNow

HR Service Delivery (HRSD) streamlines employee services through cases, lifecycle events, and self-service.

HRSD Architecture

Employee Center (Portal) ├── HR Service Catalog │ ├── HR Catalog Items │ └── Requests → HR Cases ├── Knowledge Articles └── My HR Cases

HR Cases (sn_hr_core_case) ├── Case Tasks ├── Lifecycle Events └── Document Requests

Key Tables

Table Purpose

sn_hr_core_case

HR cases

sn_hr_core_case_operation

Case operations/tasks

sn_hr_le_lifecycle_event

Lifecycle events

sn_hr_le_activity

Lifecycle activities

sn_hr_core_service

HR services

HR Cases (ES5)

Create HR Case

// Create HR Case (ES5 ONLY!) var hrCase = new GlideRecord("sn_hr_core_case") hrCase.initialize()

// Case details hrCase.setValue("short_description", "Request for salary verification letter") hrCase.setValue("description", "Employee needs salary verification for mortgage application")

// HR Service and Category hrCase.setValue("hr_service", getHRService("Document Requests")) hrCase.setValue("hr_service_type", "general_inquiry")

// Subject person (employee) hrCase.setValue("subject_person", employeeSysId) hrCase.setValue("opened_for", employeeSysId)

// Opened by (could be different - e.g., manager on behalf) hrCase.setValue("opened_by", gs.getUserID())

// Assignment hrCase.setValue("assignment_group", getGroupSysId("HR Operations"))

// Priority hrCase.setValue("priority", 3)

var caseSysId = hrCase.insert()

HR Case from Catalog

// Process HR catalog request (ES5 ONLY!) // Called from HR Catalog Item workflow

;(function executeActivity(inputs, outputs, scratchpad) { // Get request item details var ritm = inputs.request_item var variables = ritm.variables

// Create HR Case var hrCase = new GlideRecord("sn_hr_core_case") hrCase.initialize()

hrCase.setValue("short_description", ritm.cat_item.getDisplayValue() + " for " + ritm.opened_for.getDisplayValue()) hrCase.setValue("hr_service", ritm.cat_item.u_hr_service) hrCase.setValue("subject_person", ritm.opened_for) hrCase.setValue("opened_for", ritm.opened_for) hrCase.setValue("opened_by", ritm.opened_by)

// Copy variables to case hrCase.setValue("u_effective_date", variables.effective_date) hrCase.setValue("u_reason", variables.reason)

// Link to request hrCase.setValue("parent", ritm.getUniqueValue())

outputs.hr_case = hrCase.insert() })(inputs, outputs, scratchpad)

Lifecycle Events (ES5)

Onboarding Lifecycle Event

// Create onboarding lifecycle event (ES5 ONLY!) function createOnboardingEvent(employeeSysId, startDate, details) { var lifecycle = new GlideRecord("sn_hr_le_lifecycle_event") lifecycle.initialize()

// Event details lifecycle.setValue("name", "Onboarding - " + getEmployeeName(employeeSysId)) lifecycle.setValue("subject_person", employeeSysId) lifecycle.setValue("state", "ready") // ready, in_progress, complete

// Lifecycle event type lifecycle.setValue("le_type", getLifecycleType("onboarding"))

// Dates lifecycle.setValue("planned_start", startDate)

// Copy details lifecycle.setValue("department", details.department) lifecycle.setValue("location", details.location) lifecycle.setValue("manager", details.manager)

var eventSysId = lifecycle.insert()

// Generate activities from template generateActivitiesFromTemplate(eventSysId, "onboarding")

return eventSysId }

Lifecycle Activities

// Generate lifecycle activities from template (ES5 ONLY!) function generateActivitiesFromTemplate(lifecycleEventSysId, templateName) { // Get lifecycle event var lifecycleEvent = new GlideRecord("sn_hr_le_lifecycle_event") if (!lifecycleEvent.get(lifecycleEventSysId)) { return }

// Get template activities var template = new GlideRecord("sn_hr_le_activity_template") template.addQuery("template", templateName) template.orderBy("order") template.query()

var plannedStart = new GlideDateTime(lifecycleEvent.getValue("planned_start"))

while (template.next()) { var activity = new GlideRecord("sn_hr_le_activity") activity.initialize()

// Link to lifecycle event
activity.setValue("lifecycle_event", lifecycleEventSysId)

// Copy from template
activity.setValue("short_description", template.getValue("name"))
activity.setValue("description", template.getValue("description"))
activity.setValue("activity_type", template.getValue("activity_type"))
activity.setValue("assignment_group", template.getValue("assignment_group"))

// Calculate due date based on offset
var dueDate = new GlideDateTime(plannedStart)
dueDate.addDaysLocalTime(parseInt(template.getValue("day_offset"), 10))
activity.setValue("due_date", dueDate)

// Set order
activity.setValue("order", template.getValue("order"))

// State
activity.setValue("state", "pending")

activity.insert()

} }

Offboarding Automation

// Trigger offboarding lifecycle event (ES5 ONLY!) // Business Rule: after, update, sys_user

;(function executeRule(current, previous) { // Check if employee is being terminated if (current.active.changesTo(false) && current.u_employment_status.changesTo("terminated")) { createOffboardingEvent(current) } })(current, previous)

function createOffboardingEvent(user) { var lifecycle = new GlideRecord("sn_hr_le_lifecycle_event") lifecycle.initialize()

lifecycle.setValue("name", "Offboarding - " + user.getDisplayValue()) lifecycle.setValue("subject_person", user.getUniqueValue()) lifecycle.setValue("le_type", getLifecycleType("offboarding")) lifecycle.setValue("state", "ready") lifecycle.setValue("planned_start", user.getValue("u_termination_date") || new GlideDateTime())

// Capture current access for revocation lifecycle.setValue("u_current_groups", getCurrentGroups(user.getUniqueValue())) lifecycle.setValue("u_current_roles", getCurrentRoles(user.getUniqueValue()))

var eventSysId = lifecycle.insert()

// Generate offboarding activities generateActivitiesFromTemplate(eventSysId, "offboarding")

// Notify HR and Manager gs.eventQueue("hr.offboarding.initiated", lifecycle, user.manager, "") }

HR Services (ES5)

HR Service Configuration

// Create HR Service (ES5 ONLY!) var service = new GlideRecord("sn_hr_core_service") service.initialize()

service.setValue("name", "Benefits Enrollment") service.setValue("short_description", "Enroll in or change benefit plans") service.setValue("description", "Request enrollment or changes to health, dental, vision, and retirement benefits")

// Category service.setValue("topic", getHRTopic("Benefits"))

// Fulfillment service.setValue("fulfillment_group", getGroupSysId("Benefits Administration")) service.setValue("default_sla", getSLASysId("HR Standard Response"))

// Access control service.setValue("visibility", "all_employees") // all_employees, specific_criteria

// Enable for Employee Center service.setValue("employee_center_visible", true)

service.insert()

Document Generation

// Generate HR document (ES5 ONLY!) function generateHRDocument(hrCaseSysId, documentType) { var hrCase = new GlideRecord("sn_hr_core_case") if (!hrCase.get(hrCaseSysId)) { return null }

var employee = hrCase.subject_person.getRefRecord()

// Get document template var template = new GlideRecord("sn_hr_core_document_template") template.addQuery("name", documentType) template.query()

if (!template.next()) { gs.error("Document template not found: " + documentType) return null }

// Process template with employee data var content = template.getValue("template_body") content = processTemplate(content, { employee_name: employee.getDisplayValue(), employee_id: employee.getValue("employee_number"), title: employee.getValue("title"), department: employee.department.getDisplayValue(), start_date: employee.getValue("u_start_date"), salary: employee.getValue("u_annual_salary"), manager_name: employee.manager.getDisplayValue(), current_date: new GlideDateTime().getLocalDate().toString(), })

// Create document record var doc = new GlideRecord("sn_hr_core_document") doc.initialize() doc.setValue("hr_case", hrCaseSysId) doc.setValue("subject_person", employee.getUniqueValue()) doc.setValue("document_type", documentType) doc.setValue("name", documentType + " - " + employee.getDisplayValue()) doc.setValue("content", content) doc.setValue("state", "draft")

return doc.insert() }

function processTemplate(template, data) { for (var key in data) { if (data.hasOwnProperty(key)) { var pattern = new RegExp("\{\{" + key + "\}\}", "g") template = template.replace(pattern, data[key] || "") } } return template }

Employee Center Integration (ES5)

Case Status Widget

// Widget Server Script - HR Case Status (ES5 ONLY!) ;(function () { var userId = gs.getUserID()

// Get user's HR cases data.cases = [] var gr = new GlideRecord("sn_hr_core_case") gr.addQuery("subject_person", userId) gr.addQuery("active", true) gr.orderByDesc("opened_at") gr.setLimit(10) gr.query()

while (gr.next()) { data.cases.push({ sys_id: gr.getUniqueValue(), number: gr.getValue("number"), short_description: gr.getValue("short_description"), state: gr.state.getDisplayValue(), priority: gr.priority.getDisplayValue(), opened_at: gr.getValue("opened_at"), hr_service: gr.hr_service.getDisplayValue(), }) }

// Get pending activities for user data.activities = [] var activity = new GlideRecord("sn_hr_le_activity") activity.addQuery("lifecycle_event.subject_person", userId) activity.addQuery("state", "IN", "pending,in_progress") activity.orderBy("due_date") activity.query()

while (activity.next()) { data.activities.push({ sys_id: activity.getUniqueValue(), short_description: activity.getValue("short_description"), due_date: activity.getValue("due_date"), state: activity.state.getDisplayValue(), }) } })()

MCP Tool Integration

Available Tools

Tool Purpose

snow_query_table

Query HR cases and activities

snow_find_artifact

Find HR configurations

snow_execute_script_with_output

Test HR scripts

snow_deploy

Deploy HR widgets

Example Workflow

// 1. Query open HR cases await snow_query_table({ table: "sn_hr_core_case", query: "active=true^assignment_group=HR Operations", fields: "number,short_description,subject_person,state,opened_at", })

// 2. Find lifecycle events await snow_query_table({ table: "sn_hr_le_lifecycle_event", query: "state=in_progress", fields: "name,subject_person,le_type,planned_start", })

// 3. Create HR case await snow_execute_script_with_output({ script: var hrCase = new GlideRecord('sn_hr_core_case'); hrCase.initialize(); hrCase.short_description = 'Test HR Case'; hrCase.subject_person = gs.getUserID(); gs.info('Created: ' + hrCase.insert()); , })

Best Practices

• Service Catalog - Use catalog for common requests

• Templates - Lifecycle activity templates

• Automation - Trigger events on HR changes

• Documents - Template-based generation

• Privacy - Respect HR data sensitivity

• SLAs - Define service commitments

• Employee Center - Self-service focus

• ES5 Only - No modern JavaScript syntax