Help Desk - HR Service Request Summary
Description
Analyses built using this subject area enable HR help desk managers to obtain a complete picture of help desk request performance. SR compliance analysis delivers a comprehensive view of SR milestone attainments and compliance. Help Desk managers can gain visibility into the diverse factors affecting compliance, identify patterns for a better understanding of this key area of service performance, and take corrective action. Managers can also understand agent usages of knowledge articles in requests and their impact for faster help desk request issue resolutions. Insights into issue resolutions and compliance involving affected parties is an additional area of analysis.
Business Questions
This subject area can answer the following business questions:
Job Roles
The following job roles secure access to this subject area:
Duty Roles
The following duty roles secure access to this subject area:
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 Summary. "Request Secondary Dates"."Open Date" or Help Desk - HR Service Request Summary. "Request Secondary Dates"."Close Date" or Help Desk - HR Service Request Summary. "Request Secondary Dates"."Resolution Date" depending on metric used with the date.
Transactional Grain
Internal Help Desk Request
Special Considerations
1. Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Aggregate Service Requests 2. Refresh Service Categories for Reporting 3. Refresh Denormalized Product Catalog Table for BI 4.Reporting Hierarchy Generation 2. Use the 'HR Help Desk Request Summary' dimension while reporting off of any of the summry metrics.