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KPI / Benchmarks

I am looking for the benchmark for number of incident per FTE for L1, L2 and L3 support for application / enterprise application/ Infra support

AJ82 by Kilo Contributor
  • 250 Views
  • 1 replies
  • 0 helpfuls

Resolved! Close Parent HR Case when all the child task get completed

Hi All, I am working on New Hire Onboarding  and wanted to close the Parent case to close completed state , once all the child task( which can be HR Task + Request + SR request) , from all different tables get closed , then parent case should get aut...

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ukti by Tera Contributor
  • 1103 Views
  • 4 replies
  • 1 helpfuls

ACL debug in HRSD

Hello.We have a specific case and I wonder how I can debug ACL's Authentication is via SSO for users. ACL's are checking Impersonation - (system property ImpersonateCheck is set to true) so me as admin can't impersonate. This is because we need to im...

Don Dom by Tera Contributor
  • 334 Views
  • 1 replies
  • 1 helpfuls

HRSD Role Question

I am looking to grant my general HR population visibility to dashboards related to HR Cases and Interactions. I want to ensure that they can see the reports/dashboards but cannot drill into individual cases (unless it was opened by them or is a speci...

tworzala by Tera Contributor
  • 1478 Views
  • 2 replies
  • 1 helpfuls

HRSD - Groups Manager

Hi, I am hoping someone could explain what the manager attached to a group can see or what functionality they have.I am unable to locate any documents confirming what that manager can see, currently within our groups we have managers assigned to a gr...

Resolved! Changing the auto-populated value of HR Case Short Description

Maybe I'm missing something simple in terms of configuration, but how can I change the auto-populated value of the Case Short Description? Right now it's filling in the format "<Service name> Case For <Opened For user>". How/where is this value set? ...

shegde by Giga Contributor
  • 4073 Views
  • 11 replies
  • 10 helpfuls

HR cases related to which on taxonomy

Hi All,I want to create a report for HR cases, based in HR taxonomy, and sub topics and sub sub topics. I have checked in m2m_connected_content_list table. We do have mapping as developed/mentioned on the portal. I want to understand which catalog do...

Prateek07 by Tera Contributor
  • 279 Views
  • 1 replies
  • 0 helpfuls

Audit Changes to User Record

I am looking for a way to track changes to a user's User ID.  I can't seem to find the right log to report on this. We have a process whereby contractors who are converting to an employee, have user ID changes and subsequently an employee number chan...

jrusso by Tera Expert
  • 1727 Views
  • 6 replies
  • 1 helpfuls

Importing an Excel/XML

Hi,I am trying to import Data into a table. The table has 4 fields, of which one field is a Reference to the table itself. When I try to import XML file through import XML functioanlity, no records are being imported. when I try to import an excel sh...

Madhan007 by Tera Contributor
  • 347 Views
  • 2 replies
  • 0 helpfuls