HR Support Request workflow

This section describes the metaphases and subordinate phases in the life cycle of an HR Support Request.

The workflow relies on business rules. Rules repeat from one phase to another when the end user can make a change to a field affected by a business rule during that phase.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Screenshot of Human Resources request workflow

Metaphase: Classification

Example: a request is submitted for information about vacation entitlement. There is no parent cart request. The phase automatically transitions to Classify.

Phase	Transition	Description
Log	Automatic	Log is the starting point for requests. The result of the phase is the successful creation of a request. The phase automatically transitions to Classify when either of the following apply: It has no parent cart request. It is not dependent on the approval of its parent cart request. The phase automatically transitions to Close when its parent cart request is denied. Next phase: Classify, or Close
Log	Manual	The agent can manually transition the request to Abandon if the request is no longer valid or relevant. Next phase: Abandon
Classify	Automatic	The phase automatically transitions to Process when it has been assigned to a person or group. Next phase: Process
Classify	Manual	The agent can manually transition the request to Abandon if the request is no longer valid or relevant. Next phase: Abandon

Metaphase: Fulfillment

Example: a request is submitted for information about how to apply to join the employee stock purchase plan. After the agent provides the requested information, When the Solution and Completion code information is provided, the phase transitions to Close automatically.

Phase	Transition	Description
Process	Automatic	The phase automatically transitions to Close when either of the following occur: It is fulfilled by comments. A solution is provided, and a completion code entered. Next phase: Close

Phase

Transition

Description

Process

Automatic

The phase automatically transitions to Close when either of the following occur:

It is fulfilled by comments.
A solution is provided, and a completion code entered.

Next phase: Close

Phase	Transition	Description
Close	None	The HR request has been completed. Next phase: None
Abandon	None	The HR request is no longer relevant or has been canceled. Next phase: None

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