Using HR Service Delivery Employee Relations › Employee Relations › Case and Knowledge Management › HR Service Delivery › Employee Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create an Employee Relations case in Core UI

You create ER cases for employees that wish to report misconduct, discrimination or a disciplinary issue.

Before you begin

Role required: sn_hr_er.case_writer

Procedure

Navigate to All > HR Case Management > Create New Case.
From Search for Employee or case number, enter an employee name or click Skip verification.

Image omitted: hr-er-case-creation-skip.png
HR Employee Relations - Skip verification

**Note:** Skipping verification enables you to create an ER case without identifying an Opened for person and takes you directly to case details.

Field	Description
COE	The Center of Excellence associated with the HR case you are creating. Currently, Employee Relations Case is the only COE available for ER cases. Selecting a COE filters the choices for HR service. See HR Centers of Excellence data model. Note: You can also select an HR service first and the associated COE automatically populates.
HR service	The HR service depends on the COE selected or what you select based on communication with the employee request. Select: Accommodation Request Report Discrimination Report Misconduct Performance improvement plan(PIP) HR services available to an employee filter by: COE selected. HR criteria for the Subject person based on the HR service configuration. Limit services filter on the Case Creation Configuration form. If the HR service field is empty, ensure that you did not remove the Opened for field. Note: Bulk Parent Case does not appear as a selection because it only appears when creating a parent case for child bulk cases. Refer to Add or modify bulk HR cases.
Opened for	The person the HR service request is for. Note: This field does not appear if you selected the Skip verification link. Click the Lookup using list icon to find a user. Use the choice list to search and select another employee. Click the Reference field icon to view or edit HR profile information. Note: Selecting the Do Not Default Subject Person HR Service Option for an HR service, prevents the Subject Person from automatically filling in when creating an HR case. For more information, see Configure an HR service.
Work notes	Information specific to the case that can help other HR agents. Work Notes are not visible to the Opened for subject.The sn_hr_core.restrict_guest_email system property allows a user to send an email from a personal email account referencing an HR case. When the property has a value of false (default), the text from the email appears in the Work notes field. To access system properties, enter `sys_properties.list` in the navigation filter. Note: Translate the text in your preferred language using the Translate option. For configuring the dynamic translation framework, see Dynamic translation.

Click Create Case and the Employee Relations Case form appears with additional information about the case.

The COE and HR service selected for the HR case determines the fields that appear.

Field	Description
Number	An HR case number is assigned and is a unique identifier, cannot be changed, and has an HRC prefix.
External opened for	The ER case was reported by somebody outside of your company.Checking this box removes the following fields: - Opened for - Preferred contact method
Opened for	The person who is responsible for the HR service request. Note: Select Skip verification to create a case without verifying the employee or case number. The person requesting the HR service. When you make an HR service request for yourself, the Subject person and Opened for person are the same. The person requesting the HR service on behalf of an employee. For example, a manager requesting an HR service for a direct report. In this example, the manager (Opened for) made an HR request on behalf of an employee (Subject person). Use the choice list to search and select another employee. Click the Reference field icon to view or edit HR profile information.
Preferred contact method	The communication method the Opened for person (if applicable) prefers to be contacted. Select:- Not Specified - Personal Phone - Work Phone - Personal Email - Work Email
HR service	The HR service selected in the Case creation form.
Incident date	The date of the incident. If there are multiple incidents, select the date of the most recent incident.
Skills	The required skills of the person assigned to this category of HR case. Skills can auto-populate based on the HR case template associated with the HR service.
State	Status of the case. The state can auto-populate based on the HR case or task template associated with the HR service.- Draft: The default state for a case when it is first opened. Note: Can only be changed to Ready, Closed Complete, Closed Incomplete, Cancelled, or Suspended. Ready: The case is ready to be worked on. Closed Complete Closed Incomplete Cancelled Suspended: Use to temporarily prevent violation of a service level agreement (SLA). Refer to Suspend and resume an HR case.
Priority	The priority that the incident needs resolution. Use impact and urgency to determine the priority.
Source	The reporting method the incident
Opened	The date and time the ER case was created.
Opened by	The person who created the ER case.
Assignment group	The group the ER case is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. For automatic assignment, refer to Employee Relations assignment rules.
Assigned to	The user assigned to work on this case. When a group is automatically assigned, a user from the group is automatically assigned when the case is created. If the user is not auto-assigned, click the Lookup using list icon to select a user who is a member of the selected assignment group.To change the Assigned to HR agent, the agent must be a member of the Assignment group.
Collaborators	Agents or interested parties you want to associate with the case. Collaborators can track and stay up-to-date on the progress of the ER case.If an ER case transfers from the assigned to agent to another agent, the original assigned to agent can add themselves as a collaborator and still monitor the case. By having visibility to the case, collaborators can also help the assigned to agent with the case. Other factors: Collaborators can remove themselves from the case. The Assigned to agent can add or remove collaborators. Collaborators cannot add or remove collaborators. Notifications are sent to the collaborators when added to the ER case. Collaborators and the COE for the HR case can conflict. The basic rules are: For all HR cases, collaborators override any security on a COE. For more information, see Create COE security. Employee Relations (ER) cases can override collaborators when restrictions apply. For more information, see Configure an employee relations case restriction. Note: Agents must have the ER case writer [sn_hr_er.case_writer] role in order to be a collaborator.
Watch list	Interested parties that can view all updates and receive notifications for the ER case.
Short description	Populates from the HR service. After the case is created, you can modify the description.
Description	A longer, detailed description after the ER case is created. Use the Rich Text Format \(RTF\) tools to format your text.Rich text formatting also appears for a case or task description on the Employee Center or service portal.

The following buttons appear:

-   **Discuss**

    Option to begin a sidebar discussion on the case by adding the required participants.

-   **Follow**

    Option to get notified of any comments or work notes on the case, according to your notification settings.

-   **Update**

    Option to update the case.

-   **Ready for work**

    Option to change the status of case to Ready for work.

-   **Cancel**

    Option to cancel the case.

-   **Delete**

    Option to delete the case.

The following embedded lists appear:

-   **Fulfillment Instructions**

    Information on how to complete the case. This information is defined in the HR Service configuration.

    A checklist outlining the exact steps to complete appears when configured by the HR service. See [Configure an HR service](configure-hr-service.md).

-   **Comments and Work Notes**

    Comments or work notes that provide details about the case. **Work notes** are not visible to the **Subject person**.

    **Note:** Translate the text in your preferred language using the **Translate** option. For configuring the dynamic translation framework, see [Dynamic translation](../../platform-administration/dynamic-translation/dynamic-translation-overview.md).

-   **Related Links**

    The following appear dependent on the type of case and roles associated with the user:

    -   Add Task: Task you want to add to the case. Refer to [Add an HR task to an HR case](t_ViewAnHRTask.md).
    -   Show SLA Timeline: The SLA in timeline format that shows elapsed time.
    -   Repair SLAs: Click to repair any service level agreements associated with the case.
-   **Involved Parties**

    People associated with the ER case. Involved parties can be the complainant, subject of the allegation, a witness, or other \(undefined\). For more information, see [Create an involved parties record](hr-er-involved-parties.md).

-   **Allegations**

    Information that further defines an employee relations case. For more information, see [Create an allegation record](hr-er-create-allegation.md).

-   **Interviews**

    Interview record for an involved party. For more information, see [Schedule an interview in Employee Relations using the legacy UI](hr-er-interview.md).

-   **Evidence**

    Evidence to support the ER case. For more information, see [Evidence Management for Employee Relations](hr-er-evidence-mgmt.md).

-   **Corrective Actions**

    Information about the resolution and any associated corrective actions after an investigation related to the ER case. For more information, see [Create a corrective action](hr-er-corrective-actions.md).

-   **Attached Knowledge**

    List of knowledge articles attached to the HR service type. For more information, see [HR Knowledge Management](hr-knowledge-management.md).

-   **Approvers**

    Lists employees that can approve changed information or the case, state of approval, comments, and associated dates. For more information, see [Resubmit an HR case for approval](t_ApproveAnHRCase.md).

    **Note:** To reject an approval, users should have the HR case writer \[sn\_hr\_core\_case.writer\] role.

-   **Child Cases**

    Lists child cases for the current case.

-   **ER Cases for Involved Parties**

    Lists other ER cases for the involved parties of the ER case.