HR Case Reporting without exposing sensitive data

[Sabrina Ethridg]

I'll preface this with the fact that we do not have access to Performance Analytics.

We have a requirement for the analytics team to be able to report on all cases without giving them access to fields that would identify who the case is for/about or contain sensitive information.  At first glance, this may seem simple, such as setting ACLs to limit visibility to the opened for/subject person fields, but it becomes more difficult as you note that the activity log will show who interacted with the case as well as any emails about the case, so more fields to think about restricting and we get into a potential maintenance nightmare. 

How have other companies solved for this with out PA?

Example reports:   

• #of cases by service/assignment group/assigned to,
• Average resolution time of a case using SLAs, 
• # of cases by contact type by service

[Tony Chatfield1]

Hi, if you are trying to provide highly sanitized data for reporting without customizing\reworking  ACL's on the source tables then it may be easiest to look at OOB Metric definitions\Metric Instances or create a custom table that meets your reporting requirements, populating via BR and using dedicated reporting role to ensure the users involved can see all the detail without needed higher level roles.

[JulianLemcke]

Additionally to Tony's point: Could you not create a db view instead of a custom table and use what is described here under "ACLs and database views"? 

I would also not mess with the OOTB Security access (depending on your security set-up). Furthermore, HR Cases do have additional "restrictions" with the OOTB QueryBR and adjusting that as well might force you into a wrong place.