PeopleHR Ideas Portal
There have been times where I have raised a case with People HR via telephone as it requires urgent action, if something wasn't as urgent then I would raise a case through the portal. However, when doing so sometimes it is only raised with the help team as a moderate case and so there is no urgency behind this even though internally for our organisation it could be quite critical. Previously if I have raised a case online that has been urgent and this has also been reduced in terms of priority.
I understand by having the client dictate the priority of cases everything may be labelled as 'Critical' but I think although an issue may not be deemed as critical to the help team, it could be critical in the sense of timings and needing something to work / obtain an answer.
| Describe the Challenge | For case priority to be dictated by the client / organisation as the issue may be critical at that moment in time and require quicker action compared to a moderate case. |
Very true, sometimes when things are urgent to us internally they may not be deemed as such by the PHR team. If we can decide - at least as a first port of call - if something is deemed as critical by us then it would be very useful.