Create and Edit HR Service Requests

As a Human Resources (HR) Help Desk Agent, you can create a service request (SR) on behalf of an employee.

To Create an HR Service Request

On the Home page, click Navigator > Help Desk > HR Service Requests to open the HR Service Requests page.
Click Create Service Request to open the Create Service Request page.
Enter a title for the SR.
In the Primary Point of Contact field, search and select the primary contact for the account that you selected.

The primary contact's phone and email displayed are their work contact information.

Note:
The search returns only one row for an active employee because you can't view the entire work history for an active employee.

The Include terminated work relationships check box on the Primary Point of Contact picker lets you assist employees that no longer work at the company.
Select the severity level of the request. You can select the Critical check box to include the SR in the reporting metrics about critical SRs.
Search and select a category for the SR, such as Benefits or Payroll.
Search and select a product.
Search and select the queue to the SR.
In the Assigned To field, search and select the resource that owns the service request.
Select a channel type through which the SR is sent to customer support.
Provide details for your SR in the Service Request Details field.
Click the Manage Attachments icon to attach any supporting documentation.
Click Save and Continue to continue creating the SR or click Save and Close.
If you click Save and Continue, the Edit Service Request page is displayed. Do steps 2 through 4 in the section Editing an HR Service Request.

On the Home page, click Navigator > Help Desk > HR Service Requests to open the HR Service Requests page.
Click the reference number for the service request that you want to edit. The Edit Service Request page is displayed.

You can use the different tabs in the page to add more information about the SR. For example, you can do these actions:
- Add additional contacts, such as your manager or HR representative from the Contacts tab.
  
  You can also click the Add Manager button to add the manager of the primary point of contact.
- View existing, or add new team members to the SR resolution team from the Team tab.
- Search, view, and link related articles that can help with SR resolution from the Linked Articles tab.
- View changes to the application data, such as the business objects that were created, updated, and deleted from the Audit History tab.
Click the Actions menu button to perform tasks. For example, you can do these actions:
- Obtain the URL for the SR by selecting the Get Link action.
- Assign a queue to the SR by selecting the Run Queue Assignment action.
- Update and refresh the SR milestones by selecting the Update Service Request Milestones action.
Click Save and Close.