What are the analytics roles in Help Desk?

The Help Desk analyses are visible for the Next Gen Human Resource Help Desk Agent, Next Gen Human Resource Help Desk Manager, Next Gen Human Resource Help Desk Agent, Internal Help Desk Agent, Internal Help Desk Manager, and Internal Help Desk Administrator job roles.

Analyses and the underlying data is secured through a set of delivered OTBI transaction analysis duty roles. These duty roles are assigned to the help desk agents, managers, and administrators and determine what analyses can be accessed by each. These OTBI transaction analysis duty roles control the subject areas and analyses a user can access. These roles also control the data that the signed in user can see in the analyses. This aligns with the data security privileges for the user in the transaction system.

The administrator defines which users, application roles, and catalog groups have the following privileges:

• Receive the delivery content of an agent.

• Have permission to access a section or alert section in a dashboard.

• Have permission to use a saved modification.

• Have permission to add or edit an existing catalog group.

• Assign permissions to a catalog object.

Here's a table that shows the job and duty role mapping required for a user to access the Service analyses:

Infolet Name	Job Role	BI Duty Role
Help Desk Requests Pending My Actions	Internal Help Desk Agent Internal Help Desk Administrator Next Gen Human Resource Help Desk Administrator Next Gen Human Resource Help Desk Agent	Internal Help Desk Agent Transaction Analysis Duty Internal Help Desk Administrator Transaction Analysis Duty Next Gen HR Help Desk Administrator Transaction Analysis Duty Next Gen HR Help Desk Agent Transaction Analysis Duty
Help Desk Requests Pending Worker Action	Internal Help Desk Agent Internal Help Desk Administrator Next Gen Human Resource Help Desk Administrator Next Gen Human Resource Help Desk Agent	Internal Help Desk Agent Transaction Analysis Duty Internal Help Desk Administrator Transaction Analysis Duty Next Gen HR Help Desk Administrator Transaction Analysis Duty Next Gen HR Help Desk Agent Transaction Analysis Duty
My Resolve Time	Internal Help Desk Agent Internal Help Desk Administrator Next Gen Human Resource Help Desk Administrator Next Gen Human Resource Help Desk Agent	Internal Help Desk Agent Transaction Analysis Duty Internal Help Desk Administrator Transaction Analysis Duty Next Gen HR Help Desk Administrator Transaction Analysis Duty Next Gen HR Help Desk Agent Transaction Analysis Duty
Critical Help Desk Requests	Internal Help Desk Manager Internal Help Desk Administrator Next Gen Human Resource Help Desk Manager Next Gen Human Resource Help Desk Administrator	Internal Help Desk Manager Transaction Analysis Duty Internal Help Desk Administrator Transaction Analysis Duty Next Gen HR Help Desk Manager Transaction Analysis Duty Next Gen HR Help Desk Administrator Transaction Analysis Duty
Unassigned Help Desk Requests by Queue	Internal Help Desk Manager Internal Help Desk Administrator Next Gen Human Resource Help Desk Manager Next Gen Human Resource Help Desk Administrator	Internal Help Desk Manager Transaction Analysis Duty Internal Help Desk Administrator Transaction Analysis Duty Next Gen HR Help Desk Manager Transaction Analysis Duty Next Gen HR Help Desk Administrator Transaction Analysis Duty
My Team Average Time to Resolve Closed SRs	Internal Help Desk Manager Internal Help Desk Administrator Next Gen Human Resource Help Desk Manager Next Gen Human Resource Help Desk Administrator	Internal Help Desk Manager Transaction Analysis Duty Internal Help Desk Administrator Transaction Analysis Duty Next Gen HR Help Desk Manager Transaction Analysis Duty Next Gen HR Help Desk Administrator Transaction Analysis Duty