HR Category list - best practice

[Gurpreet18]

Hello,

We are currently using the 'HR category' list within the General HR inquiry case type.  Our current HR category list is not working for our teams as it does not let us report easily, specifically which group handled what inquiry, etc.  The HR team is asking to revamp this list to the following:

1) Update the existing 'HR category' list to include = HR COE (HR functional area) [example: Payroll, Benefits, Compensation, etc.)

2) Add a new 'HR subcategory' drop list = The program, service, etc. provided by the HR COE. [example: Pay discrepancy, tax forms, Stock plan, leave of absence, etc.)

(see attached screenshot)

My question is, has anyone out there set up this configuration on their end (HR category main list, with a subcategory list) and willing to share any best practices with me? Would be great if people can share how they have set up their lists and any insights.

Thanks!

[phgdet]

Hi @Gurpreet18, I would recommend to use Taxonomy instead.
Have you take a look at HR Service field on the case form? It stores both HR COE and the corresponding catalog item based on topic. You can create report group by topic detail > topic category > coe for instance