---

name: hr-service-delivery description: This skill should be used when the user asks to "HR case", "employee center", "onboarding", "offboarding", "HR service", "lifecycle event", "HR catalog", or any ServiceNow HR Service Delivery development. license: Apache-2.0 compatibility: Designed for Snow-Code and ServiceNow development metadata: author: groeimetai version: "1.0.0" category: servicenow tools:

• snow_hr_case_create
• snow_query_table
• snow_find_artifact
• snow_execute_script_with_output

---

HR Service Delivery for ServiceNow

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

HRSD Architecture

CopyEmployee 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

HR Cases (ES5)

Create HR Case

Copy// 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

Copy// 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

Copy// 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

Copy// 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

Copy// 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

Copy// 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

Copy// 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

Copy// 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

Example Workflow

Copy// 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

1. Service Catalog - Use catalog for common requests
2. Templates - Lifecycle activity templates
3. Automation - Trigger events on HR changes
4. Documents - Template-based generation
5. Privacy - Respect HR data sensitivity
6. SLAs - Define service commitments
7. Employee Center - Self-service focus
8. ES5 Only - No modern JavaScript syntax