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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.

  1. Open the Desktop Client and select Tools > Table Management.
  2. In the Type drop-down list, select Team Info.
  3. 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

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