<h2>Configure HR fulfillment instructions</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2025" /><meta name="DC.rights.owner" content="(C) Copyright 2025" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="task" /><meta name="DC.title" content="Configure HR fulfillment instructions" /><meta name="abstract" content="Use HR fulfillment instructions to provide focused and targeted instructions for an HR case." /><meta name="description" content="Use HR fulfillment instructions to provide focused and targeted instructions for an HR case." /><meta name="DC.relation" scheme="URI" content="../../../product/human-resources/concept/hr-fulfillment-instructions.html" /><meta name="DC.relation" scheme="URI" content="../../../product/employee-service-management/concept/employee-service-management-overview.html" /><meta name="DC.relation" scheme="URI" content="../../../product/human-resources/concept/hr-service-delivery.html" /><meta name="DC.relation" scheme="URI" content="../../../product/human-resources/reference/case-knowledge-management-landing-page.html" /><meta name="DC.relation" scheme="URI" content="../../../product/human-resources/concept/c_AdministerHRServiceManagement.html" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2023-08-03" /><meta name="DC.date.modified" content="2024-02-01" /><meta name="page-type" content="ewf-hr-ckm" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="configure-hr-fulfillment" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Configure HR fulfillment instructions</title></head><body id="configure-hr-fulfillment"> <div class="breadcrumb"><a class="link" href="../../../product/employee-service-management/concept/employee-service-management-overview.html" title="Enhance employee experience with seamless digital workflows through ServiceNow Employee Service Management.">Employee Service Management</a> > <a class="link" href="../../../product/human-resources/concept/hr-service-delivery.html" title="Unlock enterprise productivity and give your employees the service experience they deserve with ServiceNow HR Service Delivery. By providing employees with a single place to manage their work needs while shielding them from back-end complexity, you can deliver a great experience to meet the demands of a modern-day workforce.">HR Service Delivery</a> > <a class="link" href="../../../product/human-resources/reference/case-knowledge-management-landing-page.html" title="The Case and Knowledge Management application allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time.">Case and Knowledge Management</a> > <a class="link" href="../../../product/human-resources/concept/c_AdministerHRServiceManagement.html" title="Administer the Case and Knowledge Management application to improve HR efficiency and make it easier for employees to get the services they need.">HR Administration</a> > </div> <h1 class="title topictitle1" id="ariaid-title1">Configure HR fulfillment instructions</h1> <div class="body taskbody"><p class="shortdesc">Use HR fulfillment instructions to provide focused and targeted instructions for an HR case.</p> <div class="section prereq p">Role required: sn_hr_core.admin</div> <ol class="ol steps"><li class="li step stepexpand"> <span class="ph cmd">Navigate to <span class="ph menucascade"><span class="ph uicontrol">All</span> > <span class="ph uicontrol">HR Administration</span> > <span class="ph uicontrol">HR Services</span> > <span class="ph uicontrol">HR Fulfillment Instructions</span></span>.</span> </li><li class="li step stepexpand"> <span class="ph cmd">Click <span class="ph uicontrol">New</span> or open an existing fulfillment instruction.</span> </li><li class="li step stepexpand"> <span class="ph cmd">On the form, fill in the fields.</span> <div class="itemgroup info"> <div class="tablenoborder"><table cellpadding="4" cellspacing="0" summary="" id="configure-hr-fulfillment__table_i2n_jdv_bhb" class="table" frame="border" border="1" rules="all"><caption><span class="tablecap"><span class="table--title-label">Table 1. </span>HR fulfillment instructions</span></caption><colgroup><col style="width:50%" /><col style="width:50%" /></colgroup><thead class="thead" style="text-align:left;"><tr class="row"><th class="entry nocellnorowborder" style="vertical-align:top;" id="d889722e94">Field</th><th class="entry cell-norowborder" style="vertical-align:top;" id="d889722e97">Descriptions</th></tr></thead><tbody class="tbody"><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d889722e94 ">Name</td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d889722e97 ">Label of the fulfillment instructions.</td></tr><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d889722e94 ">Table</td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d889722e97 ">Name of the table that contains the fulfillment instructions for an HR case.</td></tr><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d889722e94 ">Condition</td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d889722e97 ">Conditions under which the fulfillment instructions are made available for an HR case.<div class="p">The conditions determine which fulfillment instructions appear for an HR case. For example, you can set conditions that an HR case has different fulfillment instructions by location.<div class="note"><span class="notetitle">Note:</span> When defining conditions like case sensitivity or null values, see API<a class="xref" href="../app-store/dev_portal/API_reference/GlideFilterScoped/concept/c_GlideFilterScopedAPI.dita/c_GlideFilterScopedAPI.html" target="_blank" rel="noopener noreferrer">GlideFilter - Scoped, Global</a>.</div> </div> <p class="p">For additional information, see <a class="xref" href="../use/common-ui-elements/concept/c_ConditionBuilder.dita/c_ConditionBuilder.html" target="_blank" rel="noopener noreferrer">Condition builder</a>.</p> </td></tr><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d889722e94 ">Active</td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d889722e97 ">Fulfillment instructions that are active and available for use.</td></tr><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d889722e94 ">Order</td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d889722e97 ">Order that the fulfillment instructions appear for an HR case in relation to other fulfillment instructions.</td></tr><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d889722e94 ">Instructions</td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d889722e97 ">Text that provides instructions on how to complete the HR case.<p class="p">Use the tool suite to format the instructions.</p> </td></tr><tr class="row"><td class="entry row-nocellborder" style="vertical-align:top;" headers="d889722e94 ">Knowledge articles</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d889722e97 ">Knowledge articles that you want to attach to the fulfillment instructions. HR agents use knowledge articles as reference when fulfilling an HR case.<div class="note"><span class="notetitle">Note:</span> Knowledge articles are visible only to HR agents and not to employees.</div> </td></tr></tbody></table> </div> <div class="note"><span class="notetitle">Note:</span> Previously, Fulfillment Instructions and Checklists were configured from HR services. Checklists are still configured from HR services. For more information on checklists, see <a class="xref" href="../concept/c_ChecklistsInHRCasesAndTasks.html" title="A feature of HR services is the ability to automatically add a checklist to an HR case. A checklist can serve as a reminder to the HR agent to ensure that the procedure is followed.">Checklists in HR cases</a>.</div> </div> </li><li class="li step stepexpand"> <span class="ph cmd">Click <span class="ph uicontrol">Submit</span> or <span class="ph uicontrol">Update</span>.</span> </li></ol> </div> <div class="related-links"> <div class="familylinks"> <div class="parentlink"><strong>Parent Topic:</strong> <a class="link" href="../../../product/human-resources/concept/hr-fulfillment-instructions.html" title="HR fulfillment instructions provide focused and targeted information on how an agent can complete an HR case faster and more efficiently for HR Service Delivery Agent Workspace and legacy HR Case Management.">HR fulfillment instructions</a></div> </div> </div></body></html></div>