CX - Service Request Lifecycle

Description

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.

Business Questions

No applicable business questions

Job Roles

No applicable job roles

Duty Roles

No applicable duty roles

Primary Navigation

Navigator > Service > Service Requests

Time Reporting

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..

Transactional Grain

The grain is at the audited change to SR level.

Special Considerations

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).

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