HRSD Reporting Requirement – Tier 3 Escalation % by HR Service and Country

[Sirri]

Hi All,

I am working on an HRSD KPI reporting requirement and would appreciate guidance on the best implementation approach.

Business Requirement
We need to report the percentage of HR cases that are escalated to Tier 3, with the ability to analyze the results by:

HR Service
Employee Country
KPI Definition
Tier 3 Escalation % = (Number of Tier 3 Escalated Cases / Total HR Cases) × 100

Reporting Requirements
Calculate the percentage of cases escalated to Tier 3.
Group and/or filter results by:
HR Service
Employee Country
Support monthly trending if possible.
Enable reporting at both summary and detailed levels.
Questions
What is the recommended approach for calculating Tier 3 Escalation % in HRSD?

Which reporting method would be most suitable?

Standard Reports
Database Views
Performance Analytics
If Tier 3 is identified through Assignment Groups, a Tier field, or a custom escalation indicator, what is the recommended method to calculate the percentage against total case volume?

How have others implemented this KPI in HRSD reporting?

Can anyone share sample report configurations, indicator setups, or best practices for achieving this requirement?

Any guidance, examples, screenshots, or recommendations would be greatly appreciated.

Thank you for your assistance.

[Vikram Reddy]

Hey @Sirri,

Start here: sn_hr_core_case does not remember that a case ever touched a Tier 3 group, it only knows the current assignment_group, and sn_hr_core_tier_definition is just a from/to routing table used by the Escalate Case UI action, not a history log. So stamp the escalation the moment it happens instead of trying to derive it later from current state.

Business Rule on sn_hr_core_case
When: after, update
Condition: assignment_group changes

(function executeRule(current, previous) {
    var tier3Groups = ['HR Tier 3 - Employee Relations', 'HR Tier 3 - Legal'];
    var grpName = current.assignment_group.getDisplayValue();

    if (tier3Groups.indexOf(grpName) > -1) {
        current.u_tier3_escalated = true;
        current.u_tier3_escalated_date = new GlideDateTime();
    }
})(current, previous);

Swap the hardcoded array for a check against your own Tier 3 groups, or cleaner still, add a Tier choice field on sys_user_group if you don't already have one, that way the rule survives a group rename instead of silently breaking.

Once u_tier3_escalated exists on the case, the KPI is just count where u_tier3_escalated=true divided by total case count times 100, grouped by hr_service and by opened_for.location.country (the case table has no native country field, so dot-walk through the caller). Run it as a standard report or pivot for summary and detail views. If you're licensed for PA Premium, build a custom indicator against sn_hr_core_case instead, since the com.sn_hr_pa content pack does not ship a Tier 3 escalation indicator out of the box, and that gets you monthly trending without maintaining a scheduled job yourself.

Thank you,
Vikram Karety
Octigo Solutions INC

[Sirri]

@Vikram Reddy ,

We need to create custom field & to capture if assignment group is Tier 3 then we need to make that field to true basis on that your planning to get report is that right? or something else .

Thank you.