This subject area provides information on the changes that a Service Request goes through and captures it's lifecycle until it is closed. The changes captured are related to the Status, Assignee, Severity and Queue. The associated dimension (Sales Account/Sold-to Customer, Service Request) provides the current data.
This subject area can answer the following business questions:
How many days do customers wait on average to reopen the SR?
Are we efficient in resolving SRs? Where are the bottlenecks?
How long was the SR waiting with the Agent and the customer?
Do some SR categories imply higher difficulties (going by the actual time agents spend on such SRs)?
How many SR queues were modified and what did the SR owner change in the process?
The following job-specific groups secure access to this subject area:
The following duty roles secure access to this subject area:
Navigator > Service > Service Requests
This subject area supports historic analysis/time based reporting of Service Requests based on Service Request Open Date, Service Request Resolution Date, Service Request Close Date, SR Change Date.
Time dimension is linked to There are multiple role playing time dimensions and is anchored to the following dates: 1. Service Request Open Date, 2. Service Request Resolution Date, 3. Service Request Close Date 4. SR Change Date..
The grain is at the audited change to SR level.
1. Auditing should be enabled on Service Request Object. 2. Run the following scheduled processes as needed for initial data load* and subsequent refreshes: (a) Execute Incremental Load of SR Audit Data for Reporting. (b) Unlock Scheduled Process that Incrementally Loads SR Audit data (as necessary). (*Only SRs created in the current partial and the previous full calendar months are loaded initially.)