Help Desk - HR Service Request Lifecycle

Description

Help Desk Requests go through a life cycle, from the point they are created up until they are resolved, and finally closed. Help Desk personnel are interested in keeping this life cycle short while attempting a timely, quality fix to issues. This subject area helps building analyses that helps keep a close watch on the requests, finding outliers and taking corrective steps proactively, to avoid customer escalations and potential SLA violations. Useful measures such as actual time spent by an agent on an SR, customer wait times, SR latency times with queues and assignees and number of queue transfers provide the much needed insight into potential issues before they reach crisis proportions. The ability to analyze these measures in relation to key information of a Help Desk Request (Criticality. Category, Channel, Product, and so on), make the analyses even more powerful.

Business Questions

No applicable business questions

Job Roles

No applicable job roles

Duty Roles

No applicable duty roles

Primary Navigation

Navigator > Help Desk > Help Desk Requests

Time Reporting

This subject area reports historical data.

Time dimension is linked to Help Desk - HR Service Request Lifecycle."Service Request Secondary Dates"."Open Date" or Help Desk - HR Service Request Lifecycle."Service Request Secondary Dates"."Close Date" or Help Desk - HR Service Request Lifecycle."Service Request Secondary Dates"."Resolution Date" depending on metric used with the date.

Transactional Grain

HR Help Desk Request

Special Considerations

1. Auditing should be enabled for HR Help Desk Request Object 2. Run the following scheduled processes as needed for initial data load and subsequent refreshes Note: Only Help Desk requests created in the current partial and the previous full calendar months are loaded initially. (a) Loads Service Request Lifecycle Data (b) Unlock Scheduled Process that Incrementally Loads SR Audit data (as necessary) 3. Loads HCM Person Mapping Data