---
title: HR Case
slug: neurons-for-itsm/admin-user-help/enu/latest/hr-case
createdAt: 2026-07-14T19:16:32.026Z
---

Employee grievances such as payroll mismatch, missing swipe data or bad workplace, and requests such as employee address change, or employee separation, are recorded as HR cases . The Service Requests raised by Self Service users are logged as HR cases; an HR Administrator or HR Manager assigns case owners who are responsible to resolve and close these cases.

Apart from Self Service users, HR Cases can also be created by users with HR roles.

:::hint{type="info"}
If you get an error when creating an HR Case, it is most likely due to the Security Operations package that is applied which deletes the **Work Order** and **HR Case** Business Objects for** My Items' Configuration** in the Configuration console.

Reach out to your organization's administrator to fix this issue.

For more information, refer to [Adding Customized Business Objects](docId\:Nb88N6DajG6ouhf8EX_kD).
:::

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## Creating an HR Case

1. Open the **HR Case** workspace.
2. Click the drop-down arrow from the **New** button and select a template that matches the case.

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On selecting a template (example: Compensation Issue), the **Related Items** pane appears showing any related Knowledge Articles or HR Cases. This enables you to avoid duplication of cases and access information to help you solve the case.
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::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/ocLdmDcERE6_DUccNGWfd_hr-related-articles.png" alt="Related Items pane showing alongside an HR case" position="flex-start" size="80" initialPath="../../Resources/Images/Nurons-HR-Images/HR-Related-Articles.png" githubPath="Content/Resources/Images/Nurons-HR-Images/HR-Related-Articles.png" showCaption="false" width="1253" height="571" darkWidth="1253" darkHeight="571" indent="1"}

3. If no template matches your case, then click the **New** button to create a fresh case.
   1. If you create a fresh case - fill out the information in the fields as required.
   2. If you select a template - most of the fields are pre-filled, but you still need to fill out the missing information and edit the case as required.
   3. n the **Requested for** field, enter the employee name you are logging the case for.
   4. Fill out other required information and click **Save**.
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## Assigning an Owner for an HR Case

The HR Manager analyzes the case and then assigns it to a team member.

1. Open the **HR Case** workspace.
2. Open a case that does not have an owner assigned.
3. Select a case owner in the **Owner** field.
4. Add a task to the case if required.

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The case owner is responsible for resolving and closing the case.
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## Working on an HR Case

Case owners analyze the cases they are assigned to and take necessary action to resolve and close them. In this process, they add tasks to be completed by HR department or other department and any other action as required.

1. Open the **HR Case** workspace.
2. Open a case from the list.
3. Assign a case to yourself by opening a case and clicking **Assign** from the menu.
4. Add a Task to the case.
   1. Click the **New Task** button to add a new task to the case.
   2. Enter the **Summary**, **Details**, and select the **Team**.
   3. Set the **Priority** based on the urgency.
   4. Click **Add** to add notes or comments.
   5. Click **Save**.
5. Take appropriate action for a task.

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Several actions can be taken for tasks added to a case. You can:
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Re-assign a task.
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Accept, reject, cancel, or delete a task.
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Put a task on-hold.
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Complete a task.
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For information on performing these actions, refer to [Task](docId:1wkFrkkPuwAiiz3i_ZFck).
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6. Resolve the case.

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When all the tasks are completed, you as a case owner can change the task's **Status** to **Resolved**.
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From the menu, click **Resolve** or from the **Status** field, select **Resolved**
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Enter the **Resolution** and select the **Cause Code**.
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Click **Save**.
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7. Close the case.

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When all the tasks are completed and the grievance or request is resolved, the case owner or HR Manager closes the case.
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From the menu, click **Close** or from the **Status** field, select **Closed**.
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Click **Save**.
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Note that once a case is closed, no further changes can be made to the case.
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## Transfer the case to an IT Incident

If the logged case does not belong to the HR department, you can transfer the case to an IT Incident using an Action.

1. Open the case.
2. Click **More** > **Transfer Case to Incident** > **Transfer Case to IT Incident**.
3. Enter the details in the **Owner Team** and **Team** fields.
4. Click **Ok**.

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The HR Case is canceled and is logged as an incident, the assigned team and owner get notified. A record of this case being transferred to IT Incident is also created in the **Incident** tab of the HR Case.
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## Adding and removing Confidential Participants to the HR Case

You can limit access to the HR Case to selected users by adding Confidential Participants.

If a case is submitted by selecting the Confidential checkbox, the **Confidential** tab is available and only employees added to the **HR Confidential Group** will receive the case. For more information on working with groups, refer to [Using Contact Groups](docId\:pcaWziZtefJxFvX3XbR7l).

However, you can add and remove participants to the case in the **Confidential** tab.

*An HR Confidential Case*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/bFI8HxYGD9PFMDxSKfva4_hr-confidential-users.png" position="flex-start" size="80" initialPath="../../Resources/Images/ServiceDesk/HR-Confidential-Users.png" githubPath="Content/Resources/Images/ServiceDesk/HR-Confidential-Users.png" showCaption="false" width="1852" height="708" darkWidth="1852" darkHeight="708"}

**To add Confidential Participants:**

1. Click **Link** and select the user to whom to wish to give access to the HR Case.
2. Press the **SHIFT** key to select multiple users.
3. Click **Select**.

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The selected users are added to the Confidential Participants list and only they will have access to the HR Case.
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**To remove a Confidential Participant:**

1. Select the user whom you wish to deny access to the HR Case.
2. Click **Unlink**.

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The selected user is removed from the Confidential Participants list and will not have access to the HR Case.
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**Limitations**

Following are the current limitations in this feature which will be addressed in the subsequent releases:

- HR Administrators will be configured to have access to confidential cases by default. And IT Administrators will be optional.
- When employees are removed from the confidential group, they are not automatically removed from open HR cases that are confidential as of now which is be made available in future releases.
- The **Confidential** checkbox is not read-only at the moment, in future release it will be made non-editable.
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## VIP Cases

VIP cases are flagged red to draw attention so that it can be given a higher priority to resolve.

VIP cases are those that are logged by employees or on-behalf of employees who are tagged as VIP in the employee database.
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## HR Case Survey

When an HR Case record is set to **Resolved**, an email is sent to the customer containing a survey link. The customer can open the survey form by clicking the link in the received email. The email is also listed under the **Journal** tab on the HR Case record.

**To view a survey request email:**

1. Open the HR Case record.
2. Select the **Journal** tab.
3. Select the survey request email, and then double-click it to open.

**To respond to a survey request:**

1. Open the survey request email.
2. Click the survey link to open the survey form.
3. Enter your response for each question in the survey form.
4. When complete, click **Submit**.

**To view survey results:**

1. Open the HR Case record.
2. Select the **Survey Results** tab.
   Entries are listed for each question in the survey with responses.
3. Click an individual entry to open it and read the response in a popup window.

**To view HR Case survey metrics:**

You can view a list of survey metrics for all survey instances in the **Survey Metric View** workspace. To enable viewing of HR Case survey metrics, refer to [Actions Required to Enable Viewing Survey Metric Results](docId\:iGWs8XK2KIzx4N49aAqGw). Also refer to [Working with the Survey Metric View](docId\:x0GNZH7KHJBCYrV_CkRdv) for further information on viewing survey metrics.

1. Open the **Survey Metric View** workspace.
   A list of all surveys is displayed.
2. Select the **Favourite Searches** drop-down list at the top right of the workspace, and then select **All Saved Searches** to open the **Saved Searches** list.

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/iKMX9ez_3t992gjFn_1pL_surveymetricsselectallsavedsearches.png" alt="screenshot of the favourite searches drop-down list, showing how to select All Saved Searches." position="flex-start" size="80" initialPath="../../Resources/Images/HR-images/survey_metrics_select_all_saved_searches.png" githubPath="Content/Resources/Images/HR-images/survey_metrics_select_all_saved_searches.png" showCaption="false" width="522" height="185" darkWidth="522" darkHeight="185" indent="1"}

3. Select **HR Case Survey** from the list.

Alternatively, you can use the following method to achieve the same result.

1. Open the **Survey Metric View** workspace.
   A list of all surveys is displayed.
2. Apply the **Incident, Change, Service Request And HR Case Surveys** saved search.
3. To view HR Case surveys only, there are two ways to filter the results as follows:

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a. Select the down arrow on the right of the **Parent** column.
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b. Select **Filters**, and then enter ivnt\_HRCase in the **Filter** field.
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