Create Incident

The ServiceNow App on Hire2Retire enables automatic incident creation in ServiceNow whenever an employee lifecycle operation, such as hiring, onboarding, role change, leave, or termination, is performed within Hire2Retire. This integration streamlines internal processes by creating incidents in ServiceNow based on employee lifecycle events. It improves coordination between HR operations and service teams. It streamlines last-mile provisioning within ServiceNow, improving the first-day experience for new hires.

Create Incident

You can configure Hire2Retire to create incidents for any lifecycle event. You can define policies based on user roles or attributes. For example, create an incident in ServiceNow that is assigned to the Office Supplies team to provide a desk phone to employees hired in the Sales department or whose department changes to Sales.

Figure 1. Configuring a policy in ServiceNow App to trigger incidents based on user attributes

The employee is listed as the caller, the incident is assigned to the Office Supplies team, and routed for fulfillment.

Figure 2. Configuring incident details in ServiceNow App, including caller, assignment group, and custom attribute mappings

You can define ServiceNow attributes by mapping IdP attributes. The priority of the incident is defined based on whether the employee is a manager. You can define additional attributes using the (+) sign.

Figure 3. Defining incident priority and additional ServiceNow attributes in ServiceNow App based on employee role and other criteria.