Help Desk - Internal Service Request Relationships Real Time

Description

Relationships enhance the efficiency of your agents and improve your help desk request resolution outcomes. This subject area is used to build analysis that helps your help desk agents and managers gain visibility into relationships between Internal Help Desk Requests and other similar Requests or with other supported Business Object such as Case. This analysis helps them understand dependencies blocking speedier resolutions. For example, agents and managers would like to know the dependent Internal Help Desk Requests blocking resolution of a critical Request.

Business Questions

This subject area can answer the following business questions:

• Are we seeing an increasing trend of blocking issues limiting speedy resolution of Internal Help Desk Requests?

• How many Requests are blocked by this open Internal Help Desk Request?

• What Internal Help Desk Requests escalate the Requests assigned to my team?

• What Internal Help Desk request, if resolved, will also resolve my dependent requests?

• What are the Cases (target) 'blocked by' this particular Request (source)?

• What other Internal Help Desk Requests are blocking this (source) Request?

Job Roles

The following job roles secure access to this subject area:

• Internal Help Desk Administrator

• Internal Help Desk Agent

• Internal Help Desk Manager

Duty Roles

The following duty roles secure access to this subject area:

• Internal Help Desk Administrator Transaction Analysis Duty

• Internal Help Desk Agent Transaction Analysis Duty

• Internal Help Desk Manager Transaction Analysis Duty

Primary Navigation

Navigator > Help Desk > Help Desk Requests

Time Reporting

This subject area reports historical data.

Time dimension is linked to "Internal Help Desk Request Open Date Help Desk - Internal Service Request Relationships Real Time"."Time"."Date".

Transactional Grain

This subject area returns data at the grain of Internal Help Desk Request Relationship Type.

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes:

1. Refresh Service Categories for Reporting

2. Refresh Denormalized Product Catalog Table for BI

3. Reporting Hierarchy Generation