Understand HR-query notices¶
An HR-query notice is a formal request for a named staff member to respond to an issue being handled in an HR case. Case management owns the query and its response deadline. Correspondence prepares the official notice and delivery attempts. Records preserves the notice in the personnel-record process. These handoffs let each team track its responsibility without treating a queued request as a completed delivery or filing.
Availability: This page explains the implemented background handoffs and their known limits. The complete HR-case screen journey, connected frontend and confidential-access checks still need verification. It does not provide unverified screen instructions. The current Records handoff also has the requester-identification issue described in letter preservation.
From saved query to official notice¶
The case must have a saved notice, a future response deadline and a linked personnel dossier before issue can proceed. It also needs an accountable position or office for the official correspondence. The case's configured stages and the person's HR permissions govern the originating action; a general correspondence role does not by itself grant permission to manage an HR case.
Submitting the issue request first places the query in Issuance pending. Correspondence then prepares a PDF using the saved subject, body, case reference, staff name, response deadline and notice version. It creates an official letter linked to the case, staff member and personnel dossier, attaches that PDF and assigns an official letter reference.
This route does not start a separate letter approval workflow. Its recorded approval and issue are part of the case-originated processing. They do not prove an independent person reviewed or signed the notice, nor do they establish that a legally required process has been satisfied.
When the issue acknowledgment reaches the case, the query can move to Awaiting response. That acknowledgment is separate from delivery and Records completion. The response deadline does not automatically wait for a successful delivery, and this handoff does not extend it when background work is delayed. The case owner should review any delay and use the organization's authorized deadline process where appropriate.
Delivery depends on the saved contact information¶
If the request includes a staff email address, the letter is created with Email as its delivery method and an email attempt is queued. Without an email address, the letter uses Manual, and this preparation path does not automatically create a delivery attempt. An authorized correspondence owner must arrange and record the manual delivery through the supported letter process.
The PDF is attached to the official letter for the notice and Records handoff. The current automated email sender sends the saved subject and body; it does not attach that PDF. The instruction to deliver confidentially and the requirement for confirmation do not themselves obtain acknowledgment or change how the sender builds the email. Resolve any requirement to deliver the exact notice document before relying on this route.
The email address is a snapshot from the issue request. This background preparation does not independently look up a newly changed staff email address. Verify contact details before issue and investigate a wrong or outdated destination with the authorized owners.
Use delivery and evidence to distinguish queued, dispatched, delivered, failed and manually recorded outcomes. Provider email callbacks do not currently flow automatically into the letter's delivery evidence. A provider result, a letter result and a case result can therefore disagree; none alone proves that the staff member read or acknowledged the notice.
Preservation and personnel access¶
Issue also requests an HR case document in Records, using the generated PDF and the supplied staff/dossier relationship. That background request can be pending while the letter already exists or email processing is under way. Successful delivery is not a prerequisite for this preservation request.
When the Records path succeeds with matching personnel context, it files the record and attaches it to the existing personnel dossier. A separate acknowledgment links the record to the case. Verify the actual record and its document rather than treating a case relationship labelled Filed as a continuously updated Records status.
The notice's confidential label and delivery instruction express its intended handling. They do not by themselves prove that every correspondence entry point enforces personnel-only access. Administrators must verify the complete access path before enabling sensitive use. Keep access to personnel files within the appropriate staff-record permissions; a case or letter reference does not grant those permissions.
Staff responses, supplementary responses and review or withdrawal outcomes use a separate document-capture process described in how work becomes a record. They are not later versions automatically inserted into the original notice PDF.
What to do when the handoffs disagree¶
| Situation | What the responsible team should check |
|---|---|
| The case remains Issuance pending | Check whether the official letter already exists, whether notice preparation failed, and whether the issue acknowledgment reached the case. Preserve the original query and notice references. |
| The letter exists but the case has no link | Reconcile the existing letter and acknowledgment. Repeating notice preparation does not automatically retry email or Records work. |
| There is no staff email address | Arrange the approved manual delivery, create the appropriate delivery attempt and record evidence. A Manual label alone does not prove delivery occurred. |
| The email was accepted but the staff member needs the PDF | Confirm the approved method for delivering the exact document. The current automated email does not include the notice PDF. |
| The provider, letter and case show different delivery results | Review the actual attempt, provider evidence and recorded case time. Ask support to reconcile the handoff before sending another copy. |
| The record or personnel-dossier link is missing | Check the Records request, requester-identification dependency, trusted file and staff/dossier match. Reconcile an existing record before requesting another one. |
| The case stage changes unexpectedly after processing a repeated acknowledgment | Ask support to compare the query status, case stage and prior acknowledgment. The current replay path can leave those values inconsistent. |
| The deadline approaches while delivery is unresolved | Notify the authorized case owner through the approved internal process. Background retries do not automatically extend the deadline. |
Issue, delivery and record-link acknowledgments can arrive at different times. Support should preserve the original case, notice, letter and record references and reconcile each result separately. A repeated issue acknowledgment is not proof that a new letter was created, that email was resent or that a missing record was repaired.
Responsibilities¶
The HR case owner verifies the named staff member, notice contents, deadline and case decision process. The correspondence owner verifies the intended recipient, actual delivery method and evidence. The registry owner checks the preserved document and personnel dossier. Administrators and support verify access and resolve uncertain background outcomes.
Managers should use the saved response and case evidence when assessing progress. A delivery badge is not a staff response, an admission, an HR decision or confirmation of fair process. This guide describes software behavior; organization-specific procedures and completion criteria remain separate.