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issues with customized OTBI report in HR Help Desk

Received Response


we are customizing an OTBI report for the hr help desk module but we are unable to extract the following info:

- Which employees (which person ID) did a search on the knowledge base?

- What were the first 5 search results proposed to the employee when they searched the knowledge base? 

We have the generic number but not the specific results.

-can you extrapolate how many times an sr was forwarded from one agent to another, or from one agent to an employee? 

is it possible to extrapolate how long the sr was in progress status? 


Best Regards



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