On checking the details of this request, it was noticed that this record has both of the following column values as null
- PRIMARY_CONTACT_PERSON_ID
- PRIMARY_CONTACT_PER_ASGN_NUM
HR Helpdesk subject area in FDI leverages these columns to render the worker and assignment details.
From the business users requirement:
"Current process allows HDSR requests to be created either through the HCM or by email. When an email is sent to our HRConnection team, a help desk request is automatically generated. We have received more than 4,000 external requests that are not currently captured in our FDI dashboard. As a result, the KPIs for the teams responsible for managing and resolving these requests are understated.
There are several valid scenarios in which a request may not have a primary contact associated with it. Examples include new hires who have not yet started employment, former employees requesting insurance-related information, and vendors conducting employment verifications.
While certain worker-related attributes, such as department or location, may not be available for these requests, it is important that they are included in our reporting and analytics. External requests represent approximately 30% of the team's overall workload and are a significant component of HR Help Desk operations. These requests include details such as queue, category, agent, and resolution metrics, providing valuable insights into workload, operational efficiency, and team performance."
SR 4-0003277826
ER 38247739
