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HR Helpdesk 20C - Inability to have Primary Point of Contact and Affected Party the same

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edited Sep 3, 2020 1:52PM in Work Life Solutions 1 comment

Summary

Causing problems locating cases

Content

Issue description:

Service Request 1: A case is raised by the user it is regarding so we put their user name in the primary point of contact field.

Service request 2: A case is raised by a manager on an employee's behalf, so we put the employee name in the affected party field and the manager name in the primary point of contact field.

This means that there is not a consistant way to search for cases raised about a certain user. As one case might have the user in the PPOC field and one case might have the user in the Affected Party field. Meaning if a caller rang the phone line and the agent were to check for any cases raised against them they would have to do one search with the user ID using the PPOC field and one using the Affected Party field. Given the affected party field is already long winded to search using, this is creating a lot

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