The Kingston release of HR Service Delivery introduced a metric that tracks when cases are reassigned and how long the previous assignment group owned the case. This information is all captured and calculated using the platform's metric definitions functionality. This specific metric is called "Assignment Group Duration for HR Case" and can be accessed under Metrics > Definitions.
The data collected here can be very valuable for improving operational efficiency within shared services and gaining visibility to how long certain groups are handling cases. These metrics can be reported on to identify trends but can also be surfaced on the case form for insight into the history of that specific case. This can be accomplished by creating a new Relationship record (related list) for the case form as detailed below.
- Navigate to System Definition > Relationships and create a new Relationship record.
- The name for the new record will be the tab name used for the related list. (ex: Case Reassignment).
- Set the Applies to table to HR Case [sn_hr_core_case].
- Set the Queries from table to Metric [metric_instance].
- Use the code below in the Query with field.
current.addQuery('definition','da1dabbd0b41030097f5064d37673a54'); current.addQuery('id',parent.sys_id); - Save your new relationship record. The sys_id defined on the first line represents the sys_id of the delivered metric on the [metric_definition] table. It is not expected that you would need to change this.
- Now we need to configure the related list on the case form to display the new relationship. Navigate to an existing case form.
- Select the context menu and choose Configure > Related Lists.
- Search for your related list by the name you designated in step #2, add it to the selected slushbucket, and save.
- You should now see a new related list on your case form that displays the case reassignments and duration with each group.
- (Optional) The columns displayed on the list are likely more than you want for agents to see. I'd recommend updating the columns to those displayed in the screenshot below. This can be edited by right clicking any of the column names and choosing Configure > List Layout.
