Employees deal with HR and payroll through service requests: the employee opens a request under Employment, and it arrives for handling in the HR worklist – open service requests are their own lane in the list, and the notification leads straight into the conversation.
The request’s structure
A request has a category – payroll, employment, document or other – a subject, a message and optional attachments. Handling is a conversation thread: every reply is stored on the request, and the employee is notified of the answer.
The states
Requests are split into tabs by state:
- Open – the request waits for a handler.
- Waiting on requester – you asked the employee for more details; the request waits for their answer.
- Resolved – the matter is done. The employee can reopen a resolved request by replying within the window; after that, a new request is opened about the same topic.
What else arrives in the queue
The same case model also collects training requests, safety reports and card verifications – the employee sees them in their own Requests & reports view, and the unhandled ones are raised into the HR worklist.