Configure Cherwell HRSM Teams
The Team Info table in the CSM Desktop Client has been expanded to allow HR Knowledge Teams that are separate from HR Teams that handle HRSM Cases. HR Knowledge Teams handle the HR Knowledge workflow.
HR Teams handle HR Cases. If the Team is also an HR Knowledge Team, members can also perform technical approvals for HR Knowledge Articles.
HR Teams are the default owners of specific services (HR Cases). Based on the service that the customer requests, it will be assigned to a specific HR team. In the Case Service table, you can set the Default Shared Services team and the Default Escalation Team for a specific HR Case Service. This default team will be the automatic assignee for that service. Review the services and adjust to suit your organization's structure and teams.
If the Team is also an HR Knowledge Team, members can also perform technical approvals for HR Knowledge Articles.
HR Teams
For Teams to be available in HR Service Management and HR Knowledge, the Team Info records must be modified in Table Management to reflect their use.
- Open the Desktop Client and select .
- In the Type drop-down list, select Team Info.
- Double-click the HR team and select the appropriate check boxes (example: HR Team and HR Knowledge Team).
The HR Teams listed in the table below are provided by default if you apply the Cherwell HR Service Management Starter Data mApp file.
| Name | HR Knowledge Team |
| T1-NA | |
| T1-EMEA | |
| T1-APAC | |
| T2-Benefits-US | TRUE |
| T2-Benefits-CND | |
| T2-Benefits-EMEA | |
| T2-Benefits-APAC | |
| T2-Benefits-LATM | |
| T2-Payroll-US | TRUE |
| T2-Payroll-CND | |
| T2-Payroll-EMEA | |
| T2-Payroll-APAC | |
| T2-Payroll-LATM | |
| T2-Global-Recruiting | |
| T2-HRIS-NA/LATM | TRUE |
| T2-HRIS-EMEA/APAC | TRUE |
| BPartner-US | |
| BPartner-CND | |
| BPartner-EMEA | |
| BPartner-APAC | |
| BPartner-LATM | |
| COE-Total Rewards | TRUE |
| COE-Employee Relations | TRUE |
| COE-Workforce Admin | TRUE |
| COE-Payroll | TRUE |
| COE-HRIS Operations | TRUE |
HR Knowledge-Only Teams
HR Knowledge Teams can perform technical approvals and publish HR Knowledge Articles.
| Name | HR Knowledge Team |
| HRKM - Publisher | TRUE |
| HRKM - Benefits | TRUE |
| HRKM - Payroll | TRUE |
| HRKM - Operations | TRUE |