Lists in Agent Workspace for HR Case Management
Lists are an easy way of accessing cases under various categories. For example, you can quickly get a list of HR cases in lifecycle events or cases related to payroll.
The default Lists show HR cases categorized into the following:
| Type of lists | Description |
|---|---|
| All HR Cases | The following categories of HR cases are displayed:- Assigned to me: List of cases assigned to you. - Collaborations: List of cases with active collaborations. - Open: List of all open cases. - Open - unassigned: List of all unassigned open cases. - Closed: List of all closed cases. - Recently updated: List of cases updated by an agent or employee other than the Assigned to agent. - Case SLAs: Service level agreement details of HR cases. |
| Manual | A simple fulfillment type with no associated configurations. For example, for a medical benefits inquiry, the HR agent would fulfill the employee's request by answering the employee's question. |
| Service Activity | Service activities fulfill the HR service. In the Service Activities section at the bottom of the HR Service form, add one or more service activities to fulfill the HR service.Note: Service activities can be approvals, tasks, or child HR services. See Configure a service activity for an HR service for more information. |
| Lifecycle Events | HR cases fulfilled by lifecycle events. For more information, see Lifecycle event cases in Agent Workspace for HR Case Management. |
| Other | Hr cases in the following categories:- HRIT cases - Payroll cases - Talent management cases - Total rewards cases - Workforce administration cases - Employee relations cases |
| HR Tasks | All Hr tasks in Open, Closed, Assigned to me or Open - unassigned categories. For more information, see Create a task for a case using Agent Workspace for HR Case Management. |
| HR Profile | Various types of HR profiles. |
| Employee Documents | Documents belonging to employees. |
| Knowledge | Knowledge articles used and published by the HR team. |
| Reminders | Reminders created by the HR agents. For more information, see Create a reminder in Agent Workspace for HR Case Management. |
| Delegation | Cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation \(com.glide.granular\_service\_delegation\) plugin. |
You can create your own lists to show specific cases that are relevant to you in the My Lists tab. Having a custom My Lists helps you work faster and efficiently. For more information, see Create My Lists.