Issue management with HR Case Tracker involves a number of key concepts that are essential to fully understanding the creation, review, updating, and closing of Issues.
Only a few users, those with the proper authorisation, are allowed to see and edit all of the Issues in the system. For most users, they will only see Issues that they have created, or that have been created by those who they manage.
This Help topic contains the following information:
How Issues Are Created
Issues are created in two ways:
- They can be created directly in Issue Tracker by users within your organisation. Issues are ascribed to the person reporting, and can be reviewed and edited by the Reporter and the Reporter's Issue Manager. Issues can also be viewed or updated by any user whose role is defined as HR.
- They can be created by a call to Croner's Advice Line. That phone number, unique to each organisation, is supplied at implementation. (It is also prominently displayed at the right of the banner at the top of the HR Case Tracker screen.) Your Croner advisor creates the Issue being reported. The employee making the call is registered as the Reporter of the Issue. The Reporter's Issue Manager and anyone whose role is HR have the ability to review and update the Issue.
Note: Users who did not report an Issue, or who are not designated as the Reporter's Issue Manager or HR, will not be able to see or update the Issues created by another user.
User Roles
Each user who is created in the system is assigned a role. This role is one of the key determinants of what Issues the user will be able to see and interact with. The following roles are possible:
- User Admin: This class of user exists primarily to create and administer users in the system. User Admins do not routinely have the ability to view, create, or edit Issues. However, if they are assigned as Issue Manager for another user they will be able to view and edit that user's Issues. User Admins may also be defined as Issue Reporter by reporting an issue through the Croner Advice Line.
- HR: The HR role exists to give HR Managers a higher-level view of the Issues within the HR Case Tracker system. HR users can review any issue in the system, as well as being able to create and manage Issues themselves. They can also review Issue and Call Reports.
- Issue Manager: Users assigned the role of Issue Manager have the ability to create, monitor, and update issues. Issue Managers may only interact with issues that they have created, or that have been created by users for whom they serve as Issue Manager.
- Information User: These users do not have access to issues within the HR Case Tracker system, neither do they have access to administrative functions. Their access is restricted to the Document Library, Croner-i, and Training.
The Issue Manager Hierarchy
Not every senior manager can be given the HR role allowing them to review all of the Issues in the system. Creating an unbroken hierarchy of Issue Managers, leading from ordinary users to the senior managers who oversee them, is important because, without this hierarchy in place, some Issues may not be visible to senior officials.
There are two opportunities to define an unbroken hierarchy.
- When Creating a User: The Add New User page includes an option for assigning an Issue Manager to the user being created. An Issue Manager assigned in this way has access to and can review and update any Issue created by the users to which he or she is assigned.
- When Creating an Issue: The Create Issue page includes an option for assigning an Issue Manager for the Issue being created. An Issue Manager assigned in this way has access to and can review this Issue only, unless they have also been assigned to the user.
Note: All Restricted issues are visible to all users that have been assigned Restricted Issue Manager privilege.
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