HRSD — HR Service Delivery (Zero → Pro)

اقرأ أولاً: ../MASTER_ALL_IN_ONE_SUMMARY.md · ../html/MASTER_ALL_IN_ONE_SUMMARY.html
الدليل الشامل: ../MASTER_ALL_IN_ONE.md · ../html/MASTER_ALL_IN_ONE.html
ممارسة الشاشات: ../html/MASTER_PRACTICE_GUIDE_ALL_TOPICS.html
Australia · Scope x_786686_hr_leave

Australia Instance — نسخة أستراليا

Direct Navigation URLs — روابط التنقل المباشرة

Platform target: ServiceNow Australia (Sep 2026) · next EA: Brazil
URLs: ../../SERVICENOW_DIRECT_URLS_CATALOG.md · 1-week: ../../SERVICENOW_ONE_WEEK_STUDY_DEPLOY_AUSTRALIA.md
HR Leave: Scope x_786686_hr_leave

CIS-HR Professional Implementer Guide
الأسلوب: عربية + إنجليزية تكمّلان بعضهما — بدون ترجمة حرفية لأسماء الشاشات.
ملاحظة:
تطبيقنا (HR Leave App) هو امتداد عملي لهذا الموديول.

ملخص ووصف بالعربية (Arabic Summary)

ملخص في سطر: بوابة موظف + Case HR + onboarding/offboarding — مرتبط بتطبيق الإجازات في المشروع.

وصف مختصر: يشرح HR Services، HR Criteria للسرية، Employee Center، Activity Sets، وربط x_786686_hr_leave. ليس ITSM.

1) Overview & Business Value

HRSD delivers HR services to employees across the lifecycle. — من التوظيف (Onboarding) حتى المغادرة (Offboarding) وكل ما بينهما.

Core value:
- HR Case management (with sensitive data separation).
- Employee self-service (Employee Center).
- Lifecycle Events (onboarding/offboarding/transfer).
- Knowledge tailored to HR.
- Integration with payroll/HRIS (Workday/SAP).

2) Architecture & Data Model

Key tables:

Centers of Excellence (COE): — HRSD يفصل الحالات حسب مجال (COE) لحماية البيانات الحساسة.

HR Case (base sn_hr_core_case)
 ├─ Total Rewards COE
 ├─ Payroll COE
 ├─ Benefits COE
 ├─ Employee Relations COE (حسّاس جدًا)
 └─ ...
Each COE = scoped data + roles + criteria

3) Plugins & Activation

How to activate:

1. Navigate: All > System Applications > All Available Applications > All. — Open direct
2. Activate HR Core, then Case & Knowledge, then optional COEs.
3. Guided Setup:
   Navigate: All > Guided Setup > HR Service Delivery. — Open direct

4) Guided Setup & All Options

Sections:
- Foundation — HR profiles, departments, locations.
- COE configuration — which centers of excellence are active.
- HR Services & Catalog — خدمات HR.
- Case Management — types, states, assignment, criteria.
- Knowledge — HR knowledge base + criteria.
- Lifecycle Events — onboarding/offboarding journeys.
- Employee Center — the unified portal.
- Security — HR Criteria, roles, data separation.

Important options:

5) End-to-End Process Cycle

HR Case lifecycle:

New → In Progress → Awaiting Info → Resolved → Closed Complete

Full service flow:

Employee (Employee Center)
 → Submit HR request / Record Producer
 → HR Case created in correct COE
 → HR Criteria controls who can see it
 → Assigned to HR agent (skills/COE)
 → Tasks / approvals (Flow Designer)
 → Resolve → employee confirms → Close

Lifecycle Event (Onboarding) flow:

Trigger (new hire) → Lifecycle Event case
 → Activity set (IT account, equipment, badge, training)
 → Tasks fan out to multiple teams
 → Track completion → onboarding complete

6) Development

Business Rule — route sensitive cases to Employee Relations

(function executeRule(current, previous) {
 if (current.hr_service.getDisplayValue().indexOf('Relations') > -1) {
 current.assignment_group.setDisplayValue('Employee Relations');
 }
})(current, previous);

Our HR Leave App tie-in

في تطبيقنا نربط x_786686_hr_leave_employee_v2.u_user بـ sn_hr_core_profile.user.

var prof = new GlideRecord('sn_hr_core_profile');
prof.addQuery('user', current.u_requested_for_user);
prof.query();
if (prof.next()) {
 current.u_department = prof.getValue('department');
}

Development topics:
- HR Services & Service Activities.
- Lifecycle Events & Activity Sets.
- HR Criteria (the security engine).
- Employee Center widgets & topics.
- Flow Designer for approvals/tasks.
- Integration spokes (Workday/SAP).

7) Administration

Key roles:
- sn_hr_core.basic — موظف عادي.
- sn_hr_core.case_writer — وكيل HR.
- sn_hr_core.manager — مدير HR.
- sn_hr_core.admin — مسؤول HR.
- COE-specific roles (e.g. sn_hr_em_rel.*). — HR Criteria هو ما يمنع موظفًا من رؤية حالة موظف آخر — أهم نقطة أمان.

8) Hands-on Labs

Lab 1 — Foundation:
1. Create/verify HR Profiles for test users.
2. Confirm COEs are active.

Lab 2 — HR Case end-to-end:
1. Navigate: All > HR Case Management > Create New. — Open direct
2. Choose an HR Service; assign and resolve.

Lab 3 — HR Criteria:
1. Create an HR Criteria restricting a sensitive service.
2. Impersonate a regular employee; confirm they can’t see it.

Lab 4 — Lifecycle Event (Onboarding):
1. Trigger an onboarding lifecycle event.
2. Watch activity sets fan out tasks to teams.

Lab 5 — Employee Center + our app:
1. Add the HR Leave Record Producer as connected content.
2. Submit a leave request from Employee Center.

9) Best Practices & Common Mistakes

Best practices:
- Configure HR Criteria carefully — data privacy is critical.
- Use COEs to separate sensitive data (Employee Relations).
- Use Lifecycle Events for multi-team journeys (onboarding).
- Surface everything through Employee Center.

Common mistakes:
- تجاهل HR Criteria → تسريب بيانات حساسة.
- استخدام ITSM incident بدل HR Case للطلبات الموظفية.
- خلط HR Profile بـ sys_user دون ربط صحيح.

10) CIS-HR Exam Focus

High-yield:
- HR Case table & COE structure (sensitive data separation).
- HR Criteria (the security model) — most tested.
- HR Profile vs sys_user relationship.
- HR Services & Service Activities.
- Lifecycle Events & Activity Sets (onboarding/offboarding).
- Employee Center (unified portal) & topics.
- HR roles (basic/case_writer/manager/admin) + COE roles.
- Knowledge with HR Criteria.

Exam tip: — أتقن HR Criteria و COE و Lifecycle Events — هذه عماد امتحان CIS-HR.

11) Portals, Workspaces, Role Hierarchy & Feature Catalog

ملاحظة عن الروابط:
URLs الـ Workspaces قد تختلف حسب الإصدار والـ App Config.

11.1 Service Portals (employees)

11.2 Workspaces (HR agents/managers)

وكلاء HR يعملون في HR Agent Workspace؛ والموظف يتعامل عبر Employee Center فقط.

11.3 Role Hierarchy

admin
└─ sn_hr_core.admin
 └─ sn_hr_core.manager
 └─ sn_hr_core.case_writer (HR agent — يكتب الحالات)
 └─ sn_hr_core.basic (موظف عادي self-service)
COE-specific (sensitive):

sn_hr_em_rel. (Employee Relations) — منفصلة لحماية الخصوصية
sn_hr_integrations. (التكامل مع Workday/SAP)

الوصول للبيانات الحساسة لا يُمنح بالدور وحده، بل عبر HR Criteria أيضًا.

11.4 Full Business Cycle

Employee (/esc)
 → HR request / Record Producer / Lifecycle trigger
 → HR Case created in correct COE (sn_hr_core_case + COE table)
 → HR Criteria controls visibility (privacy)
 → AWA/assignment → HR agent (HR Agent Workspace)
 → Tasks + approvals (Flow Designer)
 ↳ onboarding/offboarding → Lifecycle Event + Activity Sets
 ↳ tasks fan out to IT (ITSM), Facilities, Payroll
 → Resolve → employee confirmation → Close → eSign/Knowledge

11.5 Feature Catalog

Process features:
- HR Case & Knowledge Management.
- Centers of Excellence (COE) with data separation.
- HR Criteria (the privacy/security engine).
- Lifecycle Events (Onboarding/Offboarding/Transfer) + Activity Sets.
- Employee Relations (sensitive case handling).
- Employee Document Management (eSign, document templates).
- To-do lists & Journeys (Employee Journey Management).
- Manager Hub / Manager self-service.
- Listening posts / surveys.

Platform features used:
- Employee Center (unified portal) + topics + taxonomy.
- Configurable HR Agent Workspace + Playbooks.
- Flow Designer (HR approvals/tasks).
- Advanced Work Assignment.
- IntegrationHub spokes (Workday, SAP SuccessFactors).
- Now Assist for HRSD (case summarization, Q&A).
- Virtual Agent (HR deflection).
- Performance Analytics (HR KPIs, case volumes).

11.6 Link to our HR Leave App

تطبيقنا x_786686_hr_leave يُنشر داخل Employee Center كـ Record Producer.
ويستفيد من HR Profile و HR Criteria لتأمين بيانات الإجازات.

See:
../09_MODULES_AND_INTEGRATION.md
../03_SERVICE_CATALOG.md

12) End-to-End Implementation (Post-Activation)

اقرأ هذا بعد تفعيل HR Core + Case & Knowledge + COEs.

12.1 Application Menus map

All > HR Administration
 ├─ Profiles / Employee Files
 ├─ Services / Service Activities
 ├─ COE (Centers of Excellence)
 ├─ HR Criteria (security)
 ├─ Assignment Rules
 └─ Properties
All > HR Case Management
 ├─ Cases (Create New / Open / My / All)
 ├─ HR Tasks
 └─ Knowledge (HR)
All > HR Lifecycle Events
 ├─ Lifecycle Events / Activity Sets / Activities
 └─ Onboarding / Offboarding / Transfer
All > Employee Center (Topics / Taxonomy / Content / Quick Links)
All > Employee Relations (sensitive cases)

12.2 Core tables to know

12.3 End-to-end build order

1. Foundation:
   - HR Profiles for users; departments/locations.
   - Decide active COEs.
2. Security (critical first):
   - HR Criteria to enforce data privacy.
   All > HR Administration > HR Criteria. — Open direct
3. Services:
   - HR Services + Service Activities per COE.
4. Case configuration:
   - Case types, states, assignment rules, templates.
5. Knowledge:
   - HR knowledge bases with HR Criteria.
6. Lifecycle Events:
   - Onboarding/Offboarding journeys + Activity Sets (fan-out tasks).
7. Flows:
   - Approvals/tasks via Flow Designer.
8. Employee Center:
   - Topics, taxonomy, connected content, quick links, branding.
   Portal: /esc.
9. Workspace:
   - HR Agent Workspace /now/hr/agent + Playbooks.
10. Integrations:
    - Workday/SAP spokes (IntegrationHub), AD for users.
11. Our app:
    - Publish HR Leave Record Producer to Employee Center.
12. Test + Deploy (verify HR Criteria with impersonation).

12.4 All configuration pages

Study path note: — للدراسة من الصفر اتبع: STUDY_ROADMAP.md

13) Options & Instance Notes

14) Implementation Scenarios, Options, Best Practices & Customizations

Playbook: MODULE_IMPLEMENTATION_PLAYBOOK.md → HRSD

14.1 Scenarios

14.2 Options matrix

14.3 Plugins

com.sn_hr_core, com.sn_hr_case_management, Lifecycle Events, COE packs, Employee Center Pro — Guided Setup: HRSD

14.4 Roles

sn_hr_core.basic, case_writer, manager, admin, COE roles — assign via groups.

14.5 Common developments

HR Profiles, HR Criteria (build first), Lifecycle Activity Sets, EC Topics, scoped leave/benefits apps, Workday integration, document generation, HR knowledge bases.

14.6 Best practices

Never use ITSM incident for employee HR issues; test Criteria with Impersonate for every persona; COE separation (Payroll vs Benefits).

14.7 Go-live

• [ ] HR Criteria matrix signed off
• [ ] EC topics + connected content
• [ ] Lifecycle smoke test (onboarding)
• [ ] Scoped app published to EC

15) Zero-to-Hero End-to-End Implementation (Scratch → Go-Live)

Framework: MODULE_ZERO_TO_HERO_CONSULTING.md · HR Leave: ../09_MODULES_AND_INTEGRATION.md

من HR Profiles + HR Criteria حتى Employee Center + Cases + Lifecycle.

15.1 Business goals

15.2 Phase 0 — Discover

COEs (Payroll, Benefits, Leave), case types, EC vs legacy portal, Workday integration?

15.3 Phase 1 — Activate

HR Core, Case Management, Lifecycle Events, Employee Center — Guided Setup HRSD.

15.4 Phase 2 — Security first (Week 2–4)

HR Profiles → HR Criteria (mandatory before cases) — Impersonate every persona.

15.5 Phase 3 — Services & COEs (Week 4–6)

HR Services, categories, knowledge, agent workspace /now/hr/agent.

15.6 Phase 4 — Employee Center (Week 6–8)

Topics, taxonomy, connected content, scoped apps (Leave app).

15.7 Phase 5 — Lifecycle (Week 8–10)

Onboarding Activity Sets, cross-team tasks, offboarding asset/ access hooks.

15.8 Phase 6 — UAT & go-live

Case confidentiality test, manager view, lifecycle smoke test.

15.9 Phase 7 — Operate

Case SLA, KB deflection, lifecycle metrics.

15.10 Master checklist

• [ ] HR Criteria signed · [ ] EC live · [ ] Lifecycle pilot · [ ] Scoped apps

16) Full E2E Practice · Pages · Requirements · Options (AR + EN)

Employee Center + HR cases · Example scoped app: HR Leave (x_786686_hr_leave).

16.1 Business goals

Why buy HRSD: English: HR requests are sensitive — need portal, cases, and lifecycle in one platform. — HRSD يعطي موظفًا بوابة آمنة ويعطي HR Case مع SLA وKnowledge — ليس email.

16.2 Requirements

16.3 Consultation cycle

Questions: Which cases can managers see? Which need HR-only?
أي قضايا يراها المدير؟ أيها HR فقط؟

16.4 Options (A / B / C)

16.5 All pages (Navigate)

16.6 Full PDI lab (18 steps)

16.7 Sign-off

• [ ] HR Criteria signed by Legal/HR · [ ] EC topics AR+EN · [ ] Confidentiality UAT passed · [ ] Lifecycle owner trained

§17 — Power User Playbook (HRSD)

17.1 Personas

كل دور يستخدم بوابة مختلفة وله صلاحيات مختلفة على نفس الجدول sn_hr_core_case.

17.2 Day-in-Life — Employee

1. Open /esc — Employee Center.
2. Search “annual leave policy” — find KB article (deflection).
3. Click “Request Time Off” topic → opens HR Leave Catalog Item (links to x_786686_hr_leave).
4. Submit; case HRC0001234 is created in sn_hr_core_case.
5. Track status in /esc?id=my_requests.
6. Reply to email “approved” — Inbound Email Action updates case state.

// Inline status macro for /esc widget
(function {
 var u = gs.getUserID();
 var arr = [];
 var gr = new GlideRecord('sn_hr_core_case');
 gr.addQuery('opened_for', u);
 gr.addQuery('active', true);
 gr.orderByDesc('sys_created_on');
 gr.setLimit(20);
 gr.query();
 while (gr.next()) {
 arr.push({
 number: gr.getValue('number'),
 short: gr.getValue('short_description'),
 state: gr.getDisplayValue('state'),
 opened: gr.getDisplayValue('sys_created_on')
 });
 }
 data.cases = arr;
})();

17.3 Day-in-Life — HR Agent (Tier-1)

1. Open /now/hr/agent workspace.
2. View My Cases queue; pick HRC0001234.
3. Identify subject (Annual Leave) → route to Time-Off COE (auto-assignment script below).
4. Link KB article.
5. If simple → resolve. Otherwise transfer.

17.4 Top 20 HRSD Scripts (full code)

1. Auto-assign HR case to COE by subject

// Business Rule on sn_hr_core_case (before, insert)
(function executeRule(current, previous) {
 if (current.assignment_group.nil() && !current.subject.nil()) {
 var routing = {
 'time_off': 'HR Time Off COE',
 'payroll': 'HR Payroll COE',
 'benefits': 'HR Benefits COE',
 'employee_relations': 'HR Employee Relations'
 };
 var groupName = routing[current.getValue('subject')];
 if (groupName) {
 var grp = new GlideRecord('sys_user_group');
 if (grp.get('name', groupName)) {
 current.setValue('assignment_group', grp.getUniqueValue());
 }
 }
 }
})(current, previous);

2. PII redaction in journal

// Script Include HRPIIRedactor — call before saving comments
var HRPIIRedactor = Class.create();
HRPIIRedactor.prototype = {
 initialize: function {},
 redact: function (text) {
 if (gs.nil(text)) return '';
 return text
 .replace(/\b\d{3}-\d{2}-\d{4}\b/g, '[SSN-REDACTED]') // US SSN
 .replace(/\b\d{16}\b/g, '[CC-REDACTED]') // credit cards
 .replace(/\b[A-Z0-9._%+-]+@[A-Z0-9.-]+\.[A-Z]{2,}\b/gi, '[EMAIL]')
 .replace(/\b\d{10,15}\b/g, '[PHONE]');
 },
 type: 'HRPIIRedactor'
};

3. Onboarding task generator from start_date

// Script Action subscribed to event x_hrsd.lifecycle.onboarding.start
(function (event, current) {
 var employeeId = event.parm1;
 var startDate = event.parm2;

// Define standard 20-task onboarding set
var tasks = [
{ name: ‘IT Account Setup’, due: 0, assign: ‘IT Service Desk’ },
{ name: ‘Email + Calendar’, due: 0, assign: ‘IT Service Desk’ },
{ name: ‘Laptop assignment’, due: -3, assign: ‘IT Asset Mgmt’ },
{ name: ‘Badge + Access’, due: 0, assign: ‘Security’ },
{ name: ‘Org chart welcome’, due: 0, assign: ‘HR Operations’ },
{ name: ‘Benefits enrollment’, due: 7, assign: ‘HR Benefits’ },
{ name: ‘Payroll setup’, due: 3, assign: ‘HR Payroll’ },
{ name: ‘Compliance training’, due: 7, assign: ‘L&D’ },
{ name: ‘Manager 1-on-1’, due: 1, assign: ‘Manager’ },
{ name: ‘Team intro meeting’, due: 1, assign: ‘Manager’ }
// …10 more
];

tasks.forEach(function (t) {
var task = new GlideRecord(‘sn_hr_core_task’);
task.initialize();
task.setValue(‘short_description’, t.name);
task.setValue(‘opened_for’, employeeId);
var grp = new GlideRecord(‘sys_user_group’);
if (grp.get(‘name’, t.assign)) {
task.setValue(‘assignment_group’, grp.getUniqueValue());
}
var due = new GlideDateTime(startDate);
due.addDaysLocalTime(t.due);
task.setValue(‘due_date’, due);
task.insert();
});
})(event, current);

4. Offboarding cross-module revoker

// Triggered by event x_hrsd.lifecycle.offboarding.start
(function (event) {
 var employeeId = event.parm1;
 var lastDay = event.parm2;

// 1. Disable AD/SSO via Microsoft Graph spoke
var ms = new sn_ms_graph.Microsoft365Spoke();
ms.disableUser(employeeId);

// 2. Reclaim assets (laptop, phone, badge) — create ITAM tasks
var asset = new GlideRecord(‘alm_asset’);
asset.addQuery(‘assigned_to’, employeeId);
asset.addActiveQuery();
asset.setLimit(50);
asset.query();
while (asset.next()) {
gs.eventQueue(‘x_hrsd.asset.reclaim_required’,
asset, asset.getValue(‘asset_tag’), lastDay);
}

// 3. Revoke catalog entitlements
var ent = new GlideRecord(‘sc_user_criteria_member’);
ent.addQuery(‘user’, employeeId);
ent.deleteMultiple();

// 4. Cancel pending HR Leave requests in x_786686_hr_leave
var leave = new GlideRecord(‘x_786686_hr_leave_req_v2’);
leave.addQuery(‘u_requested_for_user’, employeeId);
leave.addQuery(‘u_state’, ‘IN’, ‘submitted,approved’);
leave.query();
while (leave.next()) {
leave.setValue(‘u_state’, ‘cancelled’);
leave.setValue(‘u_approver_comments’, ‘Auto-cancelled — offboarding.’);
leave.update();
}
})(event);

5. Anniversary recognition

// Scheduled Job HRLX Service Anniversary — daily 09:00
(function {
 var today = new GlideDate();
 var p = new GlideRecord('sn_hr_core_profile');
 p.addQuery('start_date', today); // anniversary if month-day matches (advanced — use addEncodedQuery)
 p.query();
 while (p.next()) {
 var years = _calcYears(p.getValue('start_date'));
 if ([1, 3, 5, 10, 15, 20, 25].indexOf(years) > -1) {
 gs.eventQueue('x_hrsd.recognition.anniversary',
 p, p.getValue('user'), years);
 }
 }
 function _calcYears(start) {
 return new GlideDateTime().getYearLocalTime() -
 new GlideDateTime(start).getYearLocalTime();
 }
})();

6. HR Profile sync from Workday

// Scheduled Job — runs every 4 hours
(function syncWorkday() {
 var r = new sn_ws.RESTMessageV2('Workday_HR', 'getWorkers');
 r.setStringParameter('since', _lastSync());
 var resp = r.execute();
 if (resp.getStatusCode() !== 200) {
 gs.error('Workday sync failed: ' + resp.getStatusCode());
 return;
 }
 var workers = JSON.parse(resp.getBody()).workers;
 workers.forEach(function (w) {
 var p = new GlideRecord('sn_hr_core_profile');
 if (p.get('employee_number', w.employee_id)) {
 p.setValue('department', _mapDept(w.dept));
 p.setValue('manager', _mapUser(w.manager_id));
 p.setValue('location', _mapLoc(w.location));
 p.update();
 } else {
 p.initialize();
 p.setValue('employee_number', w.employee_id);
 p.setValue('user', _createOrFindUser(w));
 p.insert();
 }
 });
 gs.setProperty('x_hrsd.workday.last_sync', new GlideDateTime().getValue());
})();

7. HR Case SLA pause when waiting employee

// Triggered when state transitions to "awaiting_info"
(function (current, previous) {
 if (current.state.changes() && current.getValue('state') === 'awaiting_info') {
 var slas = new GlideRecord('task_sla');
 slas.addQuery('task', current.getUniqueValue());
 slas.addQuery('active', true);
 slas.query();
 while (slas.next()) {
 slas.setValue('stage', 'paused');
 slas.update();
 }
 }
})(current, previous);

8. KB article suggestion based on case topic

// AJAX Script Include — called from HR Workspace
var HRKBSuggester = Class.create();
HRKBSuggester.prototype = Object.extendsObject(AbstractAjaxProcessor, {
 ajaxSuggest: function {
 var subject = this.getParameter('sysparm_subject');
 var topic = this.getParameter('sysparm_topic');
 var arr = [];

// AI Search first
try {
var aiResults = new sn_ais.SearchService()
.search(‘hr_kb’, subject, { limit: 5 });
aiResults.results.forEach(function (r) {
arr.push({ id: r.id, title: r.title, score: r.score });
});
} catch (e) {
gs.warn(‘AI Search failed; falling back to keyword’);
}

// Fallback keyword
if (arr.length === 0) {
var kb = new GlideRecord(‘kb_knowledge’);
kb.addQuery(‘kb_category.label’, ‘CONTAINS’, topic);
kb.addQuery(‘workflow_state’, ‘published’);
kb.orderByDesc(‘sys_view_count’);
kb.setLimit(5);
kb.query();
while (kb.next()) {
arr.push({
id: kb.getUniqueValue(),
title: kb.getValue(‘short_description’),
score: 0.5
});
}
}
return JSON.stringify(arr);
},
type: ‘HRKBSuggester’
});

9. Compliance training reminder

// Scheduled Job — monthly
(function {
 var due = new GlideDateTime();
 due.addDaysLocalTime(14);

var tr = new GlideRecord(‘sn_compliance_training_assignment’);
tr.addQuery(‘due_date’, ‘<=’, due);
tr.addQuery(‘state’, ‘pending’);
tr.query();
while (tr.next()) {
gs.eventQueue(‘x_hrsd.compliance.reminder’,
tr, tr.getValue(‘assignee’), tr.getValue(‘course_name’));
}
})();

10. Org chart traversal — approval routing

var OrgChartUtil = Class.create();
OrgChartUtil.prototype = {
 initialize: function {},

/*
* Climb up the org chart up to N levels.
* @param {string} startUserSysId
* @param {number} levelsUp
* @returns {string|null} approver sys_id
/
getApprover: function (startUserSysId, levelsUp) {
levelsUp = parseInt(levelsUp, 10) || 1;
var current = startUserSysId;
for (var i = 0; i < levelsUp; i++) {
var u = new GlideRecord(‘sys_user’);
if (!u.get(current)) return null;
var mgr = u.getValue(‘manager’);
if (!mgr) return null;
current = mgr;
}
return current;
},

/* find approver with role /
getApproverWithRole: function (startUserSysId, role, maxLevels) {
var current = startUserSysId;
for (var i = 0; i < (maxLevels || 10); i++) {
var u = new GlideRecord(‘sys_user’);
if (!u.get(current)) return null;
if (gs.hasRoleForUser(role, current)) return current;
current = u.getValue(‘manager’);
if (!current) return null;
}
return null;
},

type: ‘OrgChartUtil’
};

11–20. Quick recipes

17.5 Employee Center configuration

لربط HR Leave items بالـ EC:
1. أنشئ topic “Time Off”.
2. أضف Connected Content → اختر catalog item “Submit Leave Request”.
3. الموظف يجد الرابط مباشرة في EC.

§18 — From-Scratch Implementation (Day 0 → Day 30)

18.1 Roadmap overview

18.2 Day-by-day

Day 0 — Preparation
- Stakeholder map (HR Director, COE leads, IT, Legal/Privacy)
- COE strategy: which COEs to launch first (recommend Time Off + Benefits)
- Persona map (Employee, Manager, Agent, COE, HRBP)
- Maturity assessment (current case mgmt: spreadsheet? ticketing? legacy ServiceNow?)

Day 1 — Plugin activation

Navigate: All > System Applications > All Available Applications > All
Activate:
- com.sn_hr_core
- com.sn_hr_case_management
- com.sn_hr_lifecycle_ent
- (optional) com.sn_hr_em_rel — Employee Relations
- (optional) com.sn_hr_payroll
Then: All > Guided Setup > HR Service Delivery

Day 2 — Bulk import HR Profiles + photos

// Import Set + Transform Map from CSV
// CSV columns: employee_number,user_id,department,manager_employee_number,location,start_date,job_title

// In Transform Map onBefore:
(function transformRow(source, target) {
target.user = _findUser(source.u_employee_number);
target.manager = _findManagerByEmp(source.u_manager_employee_number);
target.start_date = source.u_start_date;
target.department = _findDept(source.u_department);
})(source, target);

Day 3-4 — Foundation tables
- cmn_department — full hierarchy (3 levels)
- cmn_location — countries + cities + buildings
- cmn_cost_center — finance dimension
- Bulk import via Excel → Import Set

Day 5-6 — HR Services Catalog
- HR Service: General HR, Payroll, Benefits, Onboarding, Offboarding, Leave (link to x_786686_hr_leave)
- HR Catalog Items: 15-20 starter items

Day 7 — Case types + COE routing

Day 8 — HR Criteria (visibility)

// Script in HR Criteria (sn_hr_core_criteria)
(function {
 // Only employees in same department OR HR group can see case
 var caseDept = current.getValue('subject_department');
 if (gs.hasRole('hr_admin') || gs.hasRole('hr_em_rel_agent')) {
 return true;
 }
 var userDept = new GlideRecord('sys_user');
 userDept.get(gs.getUserID());
 return (userDept.getValue('department') === caseDept);
})();

Day 9-10 — Employee Center pages, branding, navigation
- Theme: brand colors, logo, fonts
- Navigation: 4 main topics (Time Off, Benefits, Payroll, Career)
- Search prominent (AI Search enabled)
- Mobile-first responsive

Day 11 — Topics + Connected Content
- Topic taxonomy → 3 levels
- Connected Content rules per topic
- Link HR Leave items to “Time Off” topic

Day 12-13 — Knowledge bases
- KB: HR Policies (public)
- KB: Benefits (employee-only)
- KB: Payroll (employee-only)
- KB: Internal HR (HR-only)
- Article templates + workflow + criteria

Day 14-15 — Onboarding Lifecycle Event

Steps:
1. Create Lifecycle Event: Onboarding — Standard
2. Trigger: employee record insert (state = pre_hire)
3. Activity Set with 20 tasks (use script #3 above)
4. Stakeholders: New Hire, Manager, HR, IT, Facilities
5. Dashboards: open tasks, days-to-complete

Day 16 — Offboarding Lifecycle Event
- Similar pattern, but with cross-module integrations (script #4 above)

Day 17 — Notifications + branded mail layouts
- All standard case events: assigned, updated, resolved, reopened, closed
- Branded layout with logo, footer

Day 18 — Surveys
- Post-case CSAT
- Quarterly eNPS via Survey Designer

Day 19 — Reports + Dashboard

4-tile HR Dashboard:
| Tile | Type | Query |
|—|—|—|
| Open by COE | Stacked Bar | active=true, group by assignment_group |
| Avg Resolution Time | Single Score | resolved cases this month, avg(resolved_at − opened_at) |
| eNPS This Quarter | Single Score | from survey responses |
| Top 5 Topics | Pie | group by subject |

Day 20 — PA Indicators
- Avg time to resolve by COE
- Reopen rate
- Self-service deflection rate
- Lifecycle event completion %

Day 21 — Service Portal vs EC migration
- If on legacy /hr Service Portal, plan migration to /esc
- Use Connected Content for backward compatibility

Day 22-23 — ATF (15 tests)
- Confidential case visibility (employee can’t see EM Rel)
- Case auto-assignment
- KB article visibility per role
- Onboarding tasks spawn correctly
- Notification fires on state change
- HR Leave integration works
- Catalog → case creation
- SLA pause/resume
- Inbound email update
- PA Indicator collects correctly

Day 24 — Workday/SAP HRIS integration

Mapping table:

Frequency: 4-hour batch (full sync nightly + incremental every 4 hours)

Day 25 — Now Assist for HRSD
- Summarize HR case (skill)
- Draft empathetic reply
- Suggest similar cases
- Classify intake by subject
- Translation (English ↔ Arabic for ME deployments)

Day 26 — Mobile App
- HR Mobile branding
- Push notifications enabled
- Offline case viewing
- Photo attach for medical certs

Day 27 — Training

Day 28 — UAT (30 scenarios)
- 5 employee self-service flows
- 5 agent triage flows
- 5 COE specialist scenarios
- 5 lifecycle event scenarios
- 5 integration scenarios
- 5 negative tests (no access, denied, etc.)

Day 29 — Cutover readiness
- Final data load (HR profiles, KB)
- Cutover plan with hourly checkpoints
- Comms to employees (T-7, T-1, Day 1)
- Helpdesk briefed for Day 1 surge

Day 30 — Go-Live + Hypercare
- 24/7 war-room for first 48h
- Daily ticket review
- Hotfix protocol
- Daily KPI report to CHRO

18.3 Cross-link to HR Leave (x_786686_hr_leave)

18.4 Common pitfalls + fixes

18.5 KPIs to track month 1

§19 — CIS-HR Exam & Z-to-Hero Feature Labs

19.1 Exam bank

Primary: C:\SVCProject\EXAM_BANK_HRSD_360.md (~120 Q, 95 KB).

19.2 Z-to-Hero Feature Labs (12 labs)

19.3 Top 15 HRSD must-know concepts

1. HR Profile vs HR Case (linked but distinct)
2. HR Criteria: condition + restricted fields (THE exam topic)
3. COE (Center of Excellence) routing
4. Employee Center vs legacy /hr portal
5. Topics: Featured, Topic Detail, Connected Content
6. Lifecycle Events (LCE): Activity Sets + Tasks
7. HR Services Catalog (different from regular Service Catalog)
8. HR Case states + assignment + escalation
9. Manager Hub for delegations
10. PII handling + redaction
11. HRIS integration patterns (Workday, SAP SuccessFactors, Oracle HCM)
12. Surveys (post-onboarding, post-case)
13. Mobile EC for employees
14. Now Assist for HR (summarize, draft reply, KB suggest)
15. HR Reports + PA (case volume, satisfaction)

19.4 5 sample CIS-HR questions

Q1. HR Criteria is used to:
A. Limit which catalog items appear
B. Restrict fields and tabs based on conditions and audience
C. Define HR Services
D. Approve cases

Answer: B

Q2. Where do you configure Topics for Employee Center?
A. Service Portal designer
B. Employee Center > Configuration > Topics
C. UI Builder
D. HR Profile

Answer: B

Q3. A Lifecycle Event triggers when:
A. Manually launched
B. Activity Set trigger condition is met (e.g., new hire start date)
C. Both
D. Only via Flow Designer

Answer: C

Q4. Which integration is recommended for Workday HRIS to ServiceNow HR Profile sync?
A. Direct GlideRecord script
B. Workday IH Spoke + Identification rule on employee_number
C. Manual CSV import daily
D. Email-to-record

Answer: B

Q5. When an employee opens a case via /esc, what restricts visibility of the case?
A. ACL on HR Case table
B. HR Criteria
C. Both A and B
D. None — all visible

Answer: C

Use EXAM_BANK_HRSD_360.md for remaining 115+ questions.

19.5 What “Hero” looks like for HRSD

Builds full HR shared services platform: HR Profile mastering, Criteria-based security, EC topics with connected KB, Onboarding/Offboarding LCEs with cross-module hooks, HRIS bi-directional sync, Now Assist for HR. Passes CIS-HR with ≥85%.

Hands-on Labs — مختبرات عملية

Step-by-step labs for PDI / Australia instance. Replace {BASE} with your instance URL.
مختبرات خطوة بخطوة — استبدل {BASE} برابط نسختك.

1. Lab 1 — HR Case / قضية HR — Create at {BASE}/sn_hr_core_case.do?sys_id=-1; select COE (e.g. Payroll).

2. Lab 2 — HR Criteria / معايير السرية — Configure at {BASE}/sn_hr_core_criteria_list.do; verify case visibility.

3. Lab 3 — Employee Center request / طلب من EC — Submit HR service via {BASE}/esc.

4. Lab 4 — Lifecycle Event / حدث دورة حياة — Trigger onboarding at {BASE}/sn_hr_le_case_list.do.

5. Lab 5 — HR Knowledge / معرفة HR — Publish article restricted to HR COE.

6. Lab 6 — Scoped app (Leave) / تطبيق الإجازات — Test x_786686_hr_leave catalog item end-to-end.

7. Lab 7 — HR Workspace / مساحة HR — Work cases at {BASE}/now/hr/home.

Best Practices — أفضل الممارسات

Deployment Checklist — قائمة النشر

Direct URLs Quick Reference

§20 — Deep Implementation Labs, Scripts & Deploy Runbook

Appendix: Professional create → configure → deploy sequence for HRSD on Australia instances.
Token: Replace {BASE} with https://YOUR_INSTANCE.service-now.com.
Scoped app tie-in: x_786686_hr_leave publishes to Employee Center.
Related: implementation/HRSD_IMPLEMENTATION_FROM_SCRATCH_TO_PRO.md

20.1 Three-Phase Implementation Model

20.2 CREATE Phase — Install & Foundation

Step C1 — Verify instance & activate HRSD

Step C2 — Guided Setup HRSD

Step C3 — Roles, groups, Update Set

20.3 CONFIGURE Phase — HR Service Delivery Build

Step F1 — HR Profiles & COE structure (security first)

Step F2 — HR Services & case configuration

Step F3 — Employee Center topics & Leave app

Step F4 — Lifecycle Events (onboarding)

Step F5 — HR Agent Workspace & Knowledge

20.4 DEPLOY Phase — Test, Transport, Go-Live

Step D1 — Confidentiality UAT (mandatory)

Step D2 — ATF & Update Set

Step D3 — Hypercare (first 72h)

20.5 Full Component URL Catalog (HRSD)

20.6 Deep Hands-On Labs (8 labs — exact clicks)

Prefix pilot records with LAB-HR-.

Lab 1 — HRSD plugin activation & HR Profiles (CREATE)

Goal: HR menus visible; every test user has HR Profile.

1. {BASE}/stats.do → note build.
2. Update Set HRSD_LAB01_CREATE at {BASE}/sys_update_set.do?sys_id=-1.
3. Activate HR Core {BASE}/v_plugin_list.do?sysparm_query=nameCONTAINShr_core.
4. Guided Setup {BASE}/now/guided-setup → HR Service Delivery → complete Foundation.
5. For each test user → {BASE}/sn_hr_core_profile.do?sys_id=-1 → link sys_user, department, manager.
6. Verify: {BASE}/sn_hr_core_profile_list.do ≥ 3 profiles.

Lab 2 — HR Criteria confidentiality (CONFIGURE) — EXAM PRIORITY

Goal: Employee Relations case invisible to peer employees.

1. Create HR Service LAB Employee Relations COE=Employee Relations at {BASE}/sn_hr_core_service.do?sys_id=-1.
2. {BASE}/sn_hr_core_criteria.do?sys_id=-1: Name=LAB-ER-Confidential, Table=sn_hr_core_case, apply to ER COE.
3. Script: allow if gs.hasRole('sn_hr_em_rel.case_writer') OR user is opened_for OR subject person; else deny field/tab visibility.
4. Create case {BASE}/sn_hr_core_case.do?sys_id=-1: Service=LAB Employee Relations, opened_for=employee.test1, short description=LAB-HR-ER-001.
5. Copy case sys_id from URL.
6. Impersonate different employee (not subject) → paste {BASE}/sn_hr_core_case.do?sys_id=CASE_SYS_ID → expect Security constraint or empty form.
7. Impersonate HR ER agent → case fully visible.
8. Verify: {BASE}/$access_control_debugger.do explains deny reason.

Lab 3 — Employee Center case submission (CONFIGURE)

Goal: Employee submits General HR case via /esc.

1. Configure topic General HR in Employee Center admin (linked to HR Service General HR).
2. Impersonate employee.test1 {BASE}/impersonate_user.do.
3. Browse {BASE}/esc → General HR topic → Contact HR / Open Case.
4. Subject=LAB-HR-EC-001, Description=Question about payslip → Submit.
5. Note case number → {BASE}/esc?id=my_requests.
6. End impersonation → hr.agent1 opens {BASE}/now/hr/agent → case in queue.
7. Resolve case → employee sees Resolved in EC.
8. Verify: {BASE}/sn_hr_core_case_list.do?sysparm_query=short_descriptionLIKElab-hr-ec.

Lab 4 — HR Leave app via Employee Center (CONFIGURE)

Goal: End-to-end leave request from scoped app x_786686_hr_leave.

1. Confirm app scope active {BASE}/sys_scope_list.do?sysparm_query=scope%3Dx_786686_hr_leave.
2. EC Topic Time Off → Connected Content → catalog item Submit Leave Request.
3. Impersonate employee.test1 → {BASE}/esc → Time Off → Submit Leave Request.
4. Fill dates (3 days annual leave), reason → Submit.
5. Track in {BASE}/x_786686_hr_leave_req_v2_list.do → state Submitted.
6. Impersonate manager.test1 → approve via approval inbox or catalog task.
7. Verify: Request state Approved; balance updated {BASE}/x_786686_hr_leave_bal_v2_list.do.

Lab 5 — Onboarding Lifecycle Event (CONFIGURE)

Goal: Activity Set spawns cross-team tasks on onboarding trigger.

1. {BASE}/sn_hr_le_activity_set.do?sys_id=-1: Name=LAB Onboarding Set.
2. Add activities: IT Account, Badge, Benefits Enroll, Manager Welcome (assign groups).
3. Create Lifecycle Event {BASE}/sn_hr_le_case.do?sys_id=-1: Type=Onboarding, Employee=new hire user, Start=T+7.
4. Submit → watch Related Tasks / Activity execution.
5. Open {BASE}/sn_hr_core_task_list.do?sysparm_query=short_descriptionLIKElab → ≥4 tasks.
6. Complete each task as respective team.
7. Verify: Lifecycle case state Complete when all activities done.

Lab 6 — HR Knowledge deflection in EC (CONFIGURE)

Goal: Employee finds KB article before opening case.

1. {BASE}/kb_knowledge.do?sys_id=-1: Title=LAB Annual Leave Policy, KB=HR Policies, HR Criteria=employees.
2. Submit → Publish workflow → Published.
3. Link article to EC Topic Time Off Connected Content.
4. Impersonate employee → {BASE}/esc → search annual leave → article appears.
5. Click article → confirm read → optional Was this helpful?
6. Verify: Deflection metric — no duplicate case if employee satisfied.

Lab 7 — COE routing & manager visibility (CONFIGURE)

Goal: Payroll case routes to Payroll COE; manager cannot see salary fields.

1. HR Service LAB Payroll Inquiry COE=Payroll → {BASE}/sn_hr_core_service_list.do.
2. Assignment rule: Payroll cases → group HR Payroll COE {BASE}/sysrule_assignment_list.do.
3. HR Criteria on salary fields: visible to Payroll COE + employee only (not manager unless delegated).
4. Employee submits payroll case via EC.
5. Impersonate manager.test1 → open team view / Manager Hub → confirm no salary detail fields.
6. Verify: Case assigned to Payroll group; manager sees only permitted fields.

Lab 8 — Deploy Update Set + confidentiality sign-off (DEPLOY)

Goal: Transport HRSD config with Legal-approved Criteria matrix.

1. Complete HRSD_AU_Implement_2026 Update Set.
2. Export/import {BASE}/sys_remote_update_set_list.do → Commit.
3. Run ATF: EC case submit, ER case deny, Leave E2E.
4. Execute confidentiality test pack (10 personas × 5 sensitive cases).
5. Legal + CHRO sign Criteria matrix PDF.
6. Go-live: communicate {BASE}/esc to all staff.
7. Verify: Hypercare §20.4 checklist; zero ACL breach incidents in week 1.

20.7 Implementation Scripts & REST URLs

Script A — Auto-route case to COE by subject

// Business Rule sn_hr_core_case (before insert) — see §17.4 script #1
// Maps subject time_off → HR Time Off COE group
// Test: POST {BASE}/api/now/table/sn_hr_core_case

Script B — HR Profile sync hook for Leave app

// Business Rule on x_786686_hr_leave_req_v2 (before insert)
var prof = new GlideRecord('sn_hr_core_profile');
prof.addQuery('user', current.u_requested_for_user);
prof.query();
if (prof.next()) {
  current.u_department = prof.getValue('department');
}
// Verify: {BASE}/x_786686_hr_leave_req_v2_list.do

Script C — Offboarding cancel pending leave

// Event x_hrsd.lifecycle.offboarding.start — see §17.4 script #4
// Sets x_786686_hr_leave_req_v2.u_state = cancelled
// Monitor: {BASE}/x_786686_hr_leave_req_v2_list.do?sysparm_query=u_state%3Dcancelled

Script D — PII redaction in case comments

// Before insert sys_journal_field on sn_hr_core_case
var redactor = new HRPIIRedactor();
current.value = redactor.redact(current.value);
// Configure Script Include: {BASE}/sys_script_include_list.do

REST endpoint quick reference

20.8 Configuration Decision Log (template)

20.9 Sign-off checklist (CREATE → CONFIGURE → DEPLOY)

• [ ] CREATE: HR Core + Case Mgmt active · HR Profiles for all employees · Update Set started
• [ ] CONFIGURE: HR Criteria signed · EC topics live · Leave app in EC · Lifecycle pilot · KB published
• [ ] DEPLOY: Confidentiality UAT 100% · Update Set committed · CHRO go-live comms · Hypercare roster
• [ ] HR Leave integration: {BASE}/x_786686_hr_leave_req_v2_list.do E2E in prod

Project docs: ../09_MODULES_AND_INTEGRATION.md · ../03_SERVICE_CATALOG.md · ../01_DEVELOPMENT.md