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Reports > Getting Started with Answers (Custom Reports) > About Subject Areas in Reports > Custom Objects and Service Requests Reporting Subject Area

Custom Objects and Service Requests Reporting Subject Area

This topic covers the following reporting subject areas:

• Custom Object 1 and Service Requests
• Custom Object 2 and Service Requests
• Custom Object 3 and Service Requests

Availability

These subject areas are available in all editions of Oracle CRM On Demand.

Business Purpose

These subject areas allow you to analyze the many-to-many relationship between service requests and Custom Objects 1, 2, and 3. The service requests subject area is replicated and added with the Custom Objects 1, 2, and 3 dimensions. Often companies redesign Custom Objects 1, 2, and 3 and want to report on these redesigned objects with service requests. Because this subject area represents the many-to-many relationship between opportunities and Custom Objects 1, 2, and 3, the service requests that do not have an association with at least one instance of Custom Objects 1, 2, and 3 cannot be reported using these subject areas.

Relationship Type

Many-to-Many

Optimized Custom Fields

This subject area has custom fields that are optimized to reduce the query time when they are used in filters. Optimized custom fields are in folders where the name ends with Optimized Custom Fields or Optimized Custom Metrics, such as Account Optimized Custom Fields and Opportunity Optimized Custom Metrics. Numeric custom fields, such as those with a type of CUR, INT, or NUM, are available as metrics in the optimized custom metrics folder, if the record type is the driving object in a specific subject area. For example, the Account record type is the driving object in the Account History subject area.

The following record types have optimized custom fields and metrics coverage in Oracle CRM On Demand Answers and one or more of these record types might be present as dimensions or facts in this subject area:

Dimensions

These subject areas have the following dimensions:

• Account
• Contact
• Custom Object
• Date Closed
• Date Opened
• Owned By User
• Service Request

Optimized Filtering Fields

This subject area has fields that are optimized for reducing the query time when they are used in filters. Optimized fields end with the words Code or UTC. For example, the Account dimension has an Account Type field. There is also an Account Type Code field, which is the optimized version of the Account Type field. Similarly, there is a Last Call Date UTC field, which is the optimized version of the Last Call Date field. Using the optimized field in the filter generates faster queries. This method is faster than using the standard field. For information on using optimized filtering fields, see Using Optimized Filtering Fields. The following dimensions in this subject area have optimized filtering fields:

• Account
• Contact
• Custom Object 1
• Custom Object 2
• Custom Object 3
• Service Request

Metrics

The complete list of metrics for these subject areas is as follows:

• Service Request Metrics
  • Service Request Custom Metrics
    • Indexed Currency
    • Average (Avg) Indexed Currency
    • Indexed Number
    • Average (Avg) Indexed Number
  • Number (#) of Service Requests (SRs)
  • Number (#) of Open SRs
  • Number (#) of Closed SRs
  • Number (#) of Pending SRs
  • Number (#) of Cancelled SRs
  • Average (Avg) Open SR Age
  • Average (Avg) Days to Close SR

Usage Notes

The Account, Contact, and Service Request dimensions include a Book hierarchy, which enables you to analyze metrics and related attributes at any level.