Options when Reassigning Cases

[Madelin D]

My team and I are looking for advice/guidance/thoughts on reassigning cases and having the agent select a reason for reassigning the case.

Background

Our group works in HR and we are the Tier 1 support for an "Ask a Question to HR" request, which is meant to be submitted as a last resort if employees can't find their answers in a knowledge article and if we don't have another request available to submit (for context, we have requests available for benefits, retirement, leave of absences, safety, payroll, and system issues). Unfortunately, it is not being used as a last resort and is more of a catch-all for any HR-related questions. Because of this, we need to reassign the majority of our cases to another group because there is a better request option available.

Issue

We're working through adding verbiage to the record producer so it will be clearer to employees that this is not a catch-all request, so hopefully that will help, but recently we have been tasked with building up analytics and dashboards to track HR KPIs. Because of our issue with reassigning so many cases with this general HR request, it's skewing the numbers for a couple of reports we'd like to have—the number of escalated cases from tier 1 to tier 2 and how many of each HR service (request) is being submitted (right now, it looks like our team is answering a lot of questions because of how many requests are submitted, but in reality, most are being assigned to another group).

Proposed Solution

We've considered canceling all of the requests that are submitted incorrectly, but we don't want that to cause a negative employee experience, especially since the system is fairly new. With this, we've opted to reassign any incorrectly submitted cases to the correct group (i.e., allow employees to continue to submit incorrect requests). In order to work around wanting to report on how many cases are escalated, we're considering adding a pop-up (which will likely be a customization) that when the assignment group is changed, the agent must select a reason for the change. The options in this pop-up would be something like

1. Escalate to Tier II
2. Incorrect Request Used

Questions

1. How are others handling cases being submitted incorrectly? Is there a best practice?
2. Has anyone else implemented something like this pop-up? How has it worked for you?

[J Siva]

Hi Madeline,

Have you ever thought about utilising "Tags" feature in Servicenow.

While reassigning the ticket agent can tag the ticket with appropriate tags.

It'll be easy to maintain and report.

For more info please visit: https://www.servicenow.com/docs/bundle/xanadu-platform-user-interface/page/use/common-ui-elements/co...

Thanks,

Siva

[Madelin D]

Thanks for the response! I hadn't considered using tags! I'll do some more research to see if this would be helpful. We would want the tags to be required if the assignment group was changed because it seems that adding a tag could be easily forgotten by our HR Agents. However, according to this article, that could be tricky to configure. 

Not sure if it was just me, but I wasn't able to open the link you pasted above - I got a 504 error.

[J Siva]

Instead of creating a business rules to mandate the tags, you can create a on-change client script to alert/notify the agents whenever they are changing the assignment group to assign the tag.

Hope this helps.

https://www.servicenow.com/docs/bundle/yokohama-platform-user-interface/page/use/common-ui-elements/...

[Dennis Ford]

We built a custom Reassignment table that is a child/related list to case.  For every reassignment, the table stores the From assignment group, To assignment group, date/time of reassignment, agent who reassigned, and the reassignment reason (dropdown value) captured from reassigning agent.  This allows us to report on particular types of cases/HR Services that are frequently needing to be reassigned (maybe there's an opportunity at the portal/RP level to clarify proper usage) as well as at the assignment group/agent level if we see a pattern of improper reassignment.