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HR Help Desk - Audit reporting — Cloud Customer Connect
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HR Help Desk - Audit reporting

Question
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edited Jun 4, 2020 8:53AM in Work Life Solutions

Summary

Help desk data - Teams who worked the SR but not created or closed the SR.

Content

Hi everyone, 

I hope somebody can help me out with a quite unique scenario we currently have.

We would like to report on a particular queue/team however this team does not create or resolve any cases/SRs. The SR is created by a centralised team and then assigned to the team in question. When the team in question has completed the actions from the SR they then assign the case back to the centralised team. Which will contact the customer who raised the SR and close the SR. This means the team who actually resolves the SR or deals with the action required is always “the middle” man.

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