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Former Member
Mar 01, 2010 at 08:50 AM

Employee Intreraction Center - Process & Ticket Routing Question



I am trying to find the best possible way to meet a requirement for routing employee requests through multiple groups.

Requirement: An employee request is created in the Employee Interaction Center. The request involves multiple steps and approvals that the request must go through before resolution. The various steps should also have SLA's tied to them so that this can be captured and reported against.

Without customization, can we use the Rule/Category Modeler, Actions, Alerts ..etc to meet this requirement. If customization is required, how much effort will be involved?

Thank you.