Auto sequence

(Prefix is HR)

Used as a unique reference to a HR case and its display value.

String

The short description is used as the primary classifier source for Sofi.

String

Extra information that can be provided as part of the HR case.

String

This highlights the status of the primary SLA against a record, to ensure that the HR case is being updated in a timely matter.

Reference

(Knowledge table)

This is used to understand what knowledge was used for a HR case.

Reference

(Knowledge table)

This is used to hold the knowledge article that was created from the HR case. Once this field has been set, users can automatically be redirected to it based on a button on the HR case form when this has been populated.

Multiple reference

(User table)

This is the list of the followers for a HR case. This is also used to assist with the "Cases I'm following" menu item.

Journal

This is the method to communicate with the client or the client to communicate with the service desk via a HR case. When a knowledge article is attached from Sofi, it will automatically enter this field.

Journal

This is the method to communicate internally about a HR case that should not be visible to the client (unless they have the appropriate roles).

Multiple reference

(HR case task table)

These are the HR case tasks that have been created from and are related to an HR case.

Date and time

This is automatically set based on the date and time that the HR case is completed.

Reference

(User table)

This is automatically set based on the person that completes the HR case.

Date and time

This is automatically set based on the date and time that the HR case is closed.

Reference

(User table)

This is automatically set based on the person that closes the HR case.

Choice

Values:

This is used to assist in training sofi, in assisting in zero contact resolution.

Reference

(Resolution item table)

This runs automation (when desired through script), but helps train sofi to know how to resolve tickets.

String

(Max length 1000)

Used to provide information as to how a HR case was completed.

Multiple reference

(SLA table)

The list of SLA's that are related to the HR case.

Reference

(Classification table)

This is the classification that can be selected from a HR case that can help for reporting or otherwise. This is often set via the Sofi classifier automatically.

Reference

(CMDB Service table)

This is the service s that can be selected from a HR case that can help for reporting or otherwise. This is often set via the Sofi classifier automatically.

Date and time

Used to hold if the user needs a case done by a specific date for whatever reason.

Reference

(Group table)

this is the group that is responsible for the completion of the HR case. This is the This is often set via the Sofi classifier automatically.

Reference

(User table)

This is the individual responsible for the resolution of the HR case.

Multiple reference

(User table)

These are any users who may be assisting in the completion of the task or want / need to be kept up to date as to the progress of the HR case. This is also used to assist with the "Cases I'm following" menu item.

Reference

(User table)

This holds the person who is requesting the hr case, but does not necessarily mean it has been raised for them.

Reference

(User table)

This holds the person who the hr case is requested for.

Boolean

This is if the requestor / requested for does not have an account in the system and the name needs to be tracked

String

Holds the name of the requested for / requestor if they don't have an account.

Reference

(Location table)

This is the location that the HR case is for, which can be different to the requestor's and requested for's location.

String

This is the phone number that should be used as a contact mechanism for this HR case. This can be different to the one on the user's record, to help cater for situations where the HR case is about their phone or another mechanism is required to contact the user.

String

This is the email that should be used as a contact mechanism for this HR case. This can be different to the one on the user's record, to help cater for situations where the HR case is about their email or another mechanism is required to contact the user.

Boolean

(Radio button)

Multiple reference

(User table)

Determines who gets asked for approval when a HR casegets submitted for approval.

Multiple reference

(Workflow task table)

Shows the approvals that have taken place for a request, as well as who is being requested for approval.

String

Used to hold the Sofi conversation ID, which is used by the Sofi continuation point dialog manager element.

Choice

Values:

Automatically set from an interaction or from the method it was created from

Reference

(Interaction table)

This holds the interaction record that an HR case was created from, assuming it was initially created from an interaction.

Multiple reference

(User table)

By entering people into this field, the HR case will be restricted to only those in this field being able to see the task (in addition to administrators)

Multiple reference

(Group table)