Contact Records Change Affects Reporting

Idea created by kenrolfsmeyer on Jul 24, 2013
    Wish-Listed
    Score4
    • kenrolfsmeyer
    • J_W
    • NatePetreman1304104
    • SamCreek

    Ability to look at accurate volume for staff/resource planning

     

    When user/contact records are updated when one or more fields change,
    it should not impact the ability to report historically on work that user has done

     

    When one or more fields have changed, the old user/contact record tied to system records (Incidents, Problems, Changes, Requests, Issues, etc) should be inactivated, and a new record created with the new values. This would allow selections of records via the user's properties (department, title, etc) to be accurate.  If the CA system will not allow more than one account to have the same account name (but different ID) then the inactivated accounts could have a numeric suffix applied (ex: AAA001_00001, AAA001_00002, etc)

     

    Original Symptoms and Example:
    We run pdm_ldap_import nightly to update our Contacts in CA SDM from LDAP.  If a user changes department, any Incidents assigned to this user prior to the change will be credited to the new department rather than remain associated with the former department when running reports in CABI.  For instance Help Desk Engineer Joe works on 4,000 incidents between January 1, 2013 and August 1, 2013 when he receives a promotion and transfer to a different department. Joe works on 300 incidents in his new department between August 1, 2013 and December 31, 2013. At the end of the year, the CABI reporting solution will report Joe worked on 4,300 incidents for his new department rather than 4,000 for his old department and 300 for his new department.  This behavior skews reporting for departments.