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Use HR Case Management › Case and Knowledge Management › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Add special handling notes for an HR Service Delivery case

Create special handling notes that appear for a specific HR case or set of conditions.

Before you begin

Role required: sn_hr_core.admin

Procedure

  1. Navigate to All > Special Handling Notes > Special Handling Notes.

  2. Select New or an existing record.

  3. Fill in the fields.

FieldDescription
Short descriptionEnter a short description that describes the special handling note.
MessageEnter a message that appears in the special handling notes. Rich text formatting is available.
TypeSelect the type of special handling note:- Standard: Select to display a special handling note for a specific table and related record. For example, if you select HR case, you can select from list of HR cases. A special handling note appears for a specific HR case already created. - Conditional: Select to use filter conditions. Use filter conditions to specify when a special handling note appears.
Display as a pop-up alertLeave this field blank. Note: Currently, a pop-up window is only for HR Service Delivery Agent Workspace.
PriorityAssign a priority to the special handling note. The choices are:- 1 - Critical \(red\) - 2 - High \(orange\) - 3 - Moderate \(light green\) - 4 - Low \(light blue\) The priority and color appear in the special handling note.
StatusThe status of the special handling note.- Active: The special handling note is active. - Active notes appear in the pop-up window. - Active notes remain until dismissed or set to Inactive or Expired. - Inactive: The special handling note is no longer active and does not appear in a pop-up window. Inactive special handling notes still appear when you navigate to Special Handling Notes > Special Handling Notes. - Expired: The special handling note is no longer active. The expiration date has passed or manually expired.
Effective immediatelyCheck to activate the special handling note immediately.If you leave this field unchecked, you can specify a date and time the special handling note appears.
Effective onAppears when you leave the Effective immediately field unchecked.Select a date and time when the special handling note appears.
Expires onIf you want to automatically inactivate a special handling note, select a date and time.
Table name

Appears when you select Conditional from the Type field.Select the HR table the special handling note appears for when a specific HR case appears or when you satisfy filter conditions.

Note: Special handling notes do not support child tables. For example, if you select the HR case [sn_hr_core_case], the special handling note only appears for cases specific to the table. To create a special handling note for child tables, you must create a special handling note for each table.

Related record

Appears when you select Standard from the Type field.Select and a pop-up menu appears.

Select the table name and a corresponding case from the Document field. For example, select HR case from the Table name field and the HR case you want the special handling note to appear.

Conditions

Appears when you select Conditional from the Type field.Select conditions when met, show the special handling note. For example, select:

  • HR profile
  • is
  • Aileen Mottern This condition shows the special handling note for a General Inquiry case for Aileen Mottern.

Note: When defining conditions like case sensitivity or null values, see API GlideFilter - Scoped, Global.

  1. Select Submit or Update.

Parent Topic:Use HR Case Management