Triage, prioritize, and assign ServiceNow incidents using impact/urgency matrix and category-based routing. Use when an alert fires, a ticket lands unassigned, an outage is reported, an escalation is needed, severity must be classified, an on-call team must be paged, or an SLA is at risk.

2026-05-2032

name	hrsd-case-summarization
version	1.0.0
description	Summarize HR cases with timeline, assigned team, employee details, case type classification, SLA status, and COE routing
author	Happy Technologies LLC
tags	["hrsd","hr-case","summarization","sla","coe","triage","employee-services"]
platforms	["claude-code","claude-desktop","chatgpt","cursor","any"]
tools	{"mcp":["SN-Query-Table","SN-NL-Search","SN-Get-Record","SN-Add-Work-Notes"],"rest":["/api/now/table/sn_hr_core_case","/api/now/table/sn_hr_core_task","/api/now/table/sn_hr_le_case_type","/api/now/table/sn_hr_core_profile","/api/now/table/task_sla","/api/now/table/hr_category"],"native":["Bash"]}
complexity	intermediate
estimated_time	5-15 minutes

HR Case Summarization

Overview

This skill provides a structured approach to summarizing HR Service Delivery cases in ServiceNow. It helps you:

Generate concise summaries of open and resolved HR cases
Build a timeline of case activities, tasks, and communications
Identify the assigned Center of Excellence (COE) and routing rationale
Classify case types and categories for reporting
Evaluate SLA status and highlight breaches or at-risk cases
Surface employee profile context for better case understanding

When to use: When HR managers, agents, or executives need a quick understanding of an HR case's current state, history, and compliance posture.

Prerequisites

Roles: sn_hr_core.case_reader, sn_hr_core.case_writer, or sn_hr_core.manager
Plugins: com.sn_hr_service_delivery (HR Service Delivery)
Access: Read access to sn_hr_core_case, sn_hr_core_task, sn_hr_core_profile, and task_sla
Knowledge: Familiarity with your organization's HR COE structure and case type taxonomy

Procedure

Step 1: Retrieve the HR Case Record

Fetch the core case details including state, priority, assignment, and categorization.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_core_case
  query: number=HRC0010042
  fields: sys_id,number,short_description,description,state,priority,hr_service,assigned_to,assignment_group,opened_at,opened_by,closed_at,contact_type,subject_person,parent,hr_service.name
  limit: 1

Using REST API:

GET /api/now/table/sn_hr_core_case?sysparm_query=number=HRC0010042&sysparm_fields=sys_id,number,short_description,description,state,priority,hr_service,assigned_to,assignment_group,opened_at,opened_by,closed_at,contact_type,subject_person,parent&sysparm_limit=1&sysparm_display_value=true

Step 2: Retrieve Employee Profile

Fetch the subject person's HR profile for context about department, location, and employment history.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_core_profile
  query: user=[subject_person_sys_id]
  fields: sys_id,user,department,location,employment_type,hire_date,manager,job_title,cost_center,building
  limit: 1

Using REST API:

GET /api/now/table/sn_hr_core_profile?sysparm_query=user=[subject_person_sys_id]&sysparm_fields=sys_id,user,department,location,employment_type,hire_date,manager,job_title,cost_center,building&sysparm_display_value=true&sysparm_limit=1

Step 3: Identify Case Type and COE Routing

Look up the case type configuration to understand which COE handles this case and the expected lifecycle.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_le_case_type
  query: sys_id=[hr_service_sys_id]
  fields: sys_id,name,description,hr_service_center,fulfillment_group,sla,active,category
  limit: 1

Using REST API:

GET /api/now/table/sn_hr_le_case_type?sysparm_query=sys_id=[hr_service_sys_id]&sysparm_fields=sys_id,name,description,hr_service_center,fulfillment_group,sla,active,category&sysparm_display_value=true&sysparm_limit=1

Step 4: Retrieve Associated Tasks

Fetch all tasks related to the HR case to build the activity timeline.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_core_task
  query: parent=[case_sys_id]^ORDERBYsys_created_on
  fields: sys_id,number,short_description,state,assigned_to,assignment_group,sys_created_on,closed_at,work_notes_list,priority
  limit: 50

Using REST API:

GET /api/now/table/sn_hr_core_task?sysparm_query=parent=[case_sys_id]^ORDERBYsys_created_on&sysparm_fields=sys_id,number,short_description,state,assigned_to,assignment_group,sys_created_on,closed_at,work_notes_list,priority&sysparm_display_value=true&sysparm_limit=50

Step 5: Check SLA Status

Query task SLA records to identify breaches or at-risk timelines.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: task_sla
  query: task=[case_sys_id]
  fields: sys_id,sla,stage,has_breached,planned_end_time,percentage,business_percentage,start_time,end_time,pause_duration
  limit: 10

Using REST API:

GET /api/now/table/task_sla?sysparm_query=task=[case_sys_id]&sysparm_fields=sys_id,sla,stage,has_breached,planned_end_time,percentage,business_percentage,start_time,end_time,pause_duration&sysparm_display_value=true&sysparm_limit=10

Step 6: Retrieve Case Category Hierarchy

Fetch the HR category chain for classification context.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: hr_category
  query: sys_id=[category_sys_id]
  fields: sys_id,name,parent,topic,description,active
  limit: 5

Step 7: Compile the Summary

Assemble findings into a structured summary document:

=== HR CASE SUMMARY ===
Case Number: HRC0010042
Status: Work in Progress
Priority: 3 - Moderate
Opened: 2025-11-15 09:30:00
Contact Type: Employee Self-Service

--- Employee Details ---
Name: Jane Smith
Department: Engineering
Location: San Francisco
Title: Senior Software Engineer
Hire Date: 2021-03-15
Manager: Bob Johnson

--- Case Classification ---
Type: Benefits Enrollment Change
Category: Benefits > Health Insurance
COE: Benefits Administration
Fulfillment Group: Benefits Team - West

--- SLA Status ---
Resolution SLA: 72 hours (45% elapsed, on track)
Response SLA: COMPLETED - Met within 2 hours
Breach Status: No breaches

--- Activity Timeline ---
1. 2025-11-15 09:30 - Case opened via self-service portal
2. 2025-11-15 09:32 - Auto-routed to Benefits Administration COE
3. 2025-11-15 10:15 - Assigned to Agent Sarah Lee
4. 2025-11-15 14:00 - Task SHRT0005001 created: Verify eligibility
5. 2025-11-16 08:30 - Eligibility verified, task completed
6. 2025-11-16 09:00 - Task SHRT0005002 created: Process enrollment change

--- Open Tasks ---
- SHRT0005002: Process enrollment change (In Progress, assigned to Sarah Lee)

Tool Usage

MCP Tools Reference

Tool	When to Use
`SN-Query-Table`	Structured queries for cases, tasks, profiles, SLAs
`SN-NL-Search`	Natural language searches like "open HR cases for engineering"
`SN-Get-Record`	Retrieve a single record by sys_id
`SN-Add-Work-Notes`	Document the summary as a work note on the case

REST API Reference

Endpoint	Method	Purpose
`/api/now/table/sn_hr_core_case`	GET	Query HR cases
`/api/now/table/sn_hr_core_task`	GET	Query HR tasks
`/api/now/table/sn_hr_core_profile`	GET	Employee HR profiles
`/api/now/table/sn_hr_le_case_type`	GET	Case type configuration
`/api/now/table/task_sla`	GET	SLA records for cases
`/api/now/table/hr_category`	GET	Category hierarchy

Best Practices

Include SLA context: Always check SLA status; breached or at-risk cases require immediate attention
Respect confidentiality: HR cases may contain sensitive data (medical, disciplinary). Limit summary distribution to authorized personnel
Link related cases: Check the parent field for child cases and the correlation_id for related tickets
Verify COE routing: Confirm the case is assigned to the correct COE based on the case type configuration
Use display values: Always request sysparm_display_value=true to get human-readable names instead of sys_ids
Check for reopened cases: Review the reopen_count field to identify cases that have been reopened

Troubleshooting

"No HR case found with that number"

Cause: Case number format may differ or case may be in a different scope Solution: Try searching with numberLIKEHRC001 or query by short_description

"Employee profile not found"

Cause: The subject person may not have an HR profile record yet Solution: Query sys_user table directly using the subject_person sys_id as a fallback

"SLA records missing"

Cause: SLA definitions may not be attached to this case type Solution: Verify that the sn_hr_le_case_type record has an SLA definition configured

"Tasks not returned"

Cause: Tasks may use a different parent reference field Solution: Also query with parent.number=HRC0010042 or check the sn_hr_core_task table for hr_case reference field

Examples

Example 1: Open Case Summary for Management Review

Input: "Summarize HR case HRC0010042"

Steps:

Query sn_hr_core_case for case details
Retrieve employee profile from sn_hr_core_profile
Check COE routing via sn_hr_le_case_type
Pull all tasks from sn_hr_core_task
Check SLA status from task_sla
Compile into structured summary format

Example 2: Batch Summary for COE Manager

Input: "Summarize all open cases for the Payroll COE"

Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_core_case
  query: active=true^assignment_group.nameLIKEPayroll^ORDERBYDESCpriority
  fields: number,short_description,state,priority,assigned_to,opened_at,subject_person
  limit: 25

Example 3: SLA Breach Report Summary

Input: "Show me HR cases with breached SLAs"

Tool: SN-Query-Table
Parameters:
  table_name: task_sla
  query: task.sys_class_name=sn_hr_core_case^has_breached=true^stage!=cancelled
  fields: task,sla,has_breached,planned_end_time,end_time,business_percentage
  limit: 20

Related Skills

hrsd/sentiment-analysis - Analyze employee sentiment within HR cases
hrsd/persona-assistant - Persona-based HR assistance
itsm/incident-lifecycle - General incident summarization patterns
reporting/sla-analysis - SLA trend analysis and reporting
reporting/executive-dashboard - Executive-level metrics and summaries

hrsd-case-summarization

المزيد من هذا المستودع

المزيد من هذا المستودع

HR Case Summarization

Overview

Prerequisites

Procedure

Step 1: Retrieve the HR Case Record

Step 2: Retrieve Employee Profile

Step 3: Identify Case Type and COE Routing

Step 4: Retrieve Associated Tasks

Step 5: Check SLA Status

Step 6: Retrieve Case Category Hierarchy

Step 7: Compile the Summary

Tool Usage

MCP Tools Reference

REST API Reference

Best Practices

Troubleshooting

"No HR case found with that number"

"Employee profile not found"

"SLA records missing"

"Tasks not returned"

Examples

Example 1: Open Case Summary for Management Review

Example 2: Batch Summary for COE Manager

Example 3: SLA Breach Report Summary

Related Skills

References

HR Case Summarization

Overview

Prerequisites

Procedure

Step 1: Retrieve the HR Case Record

Step 2: Retrieve Employee Profile

Step 3: Identify Case Type and COE Routing

Step 4: Retrieve Associated Tasks

Step 5: Check SLA Status

Step 6: Retrieve Case Category Hierarchy

Step 7: Compile the Summary

Tool Usage

MCP Tools Reference

REST API Reference

Best Practices

Troubleshooting

"No HR case found with that number"

"Employee profile not found"

"SLA records missing"

"Tasks not returned"

Examples

Example 1: Open Case Summary for Management Review

Example 2: Batch Summary for COE Manager

Example 3: SLA Breach Report Summary

Related Skills

References