Service Request Details
Module: Service Request Management
SERVICE_REQUEST_ID
Name | Datatype | Length | Precision | Not Null | Comments | Referred Table | Referred Column |
---|---|---|---|---|---|---|---|
SERVICE_REQUEST_ID | NUMBER | 38 | 0 | True | Service Request ID | ||
SOURCE_RECORD_ID | VARCHAR2 | 256 | System | ||||
PRIMARY_CONTACT_PARTY_ID | NUMBER | 38 | 0 | The ongoing primary customer contact of the service request. | DW_CXS_CONTACT_D | CONTACT_ID | |
ASSIGNEE_RESOURCE_PARTY_ID | NUMBER | 38 | 0 | The engineer (resource) who is assigned to work on the service request. | DW_CXS_RESOURCE_D | RESOURCE_ID | |
QUEUE_ID | NUMBER | 38 | 0 | The queue ID the service request is assigned to. | DW_CXSR_QUEUES_D | QUEUE_ID | |
CATEGORY_ID | NUMBER | 38 | 0 | Foreign key; Service Catalog ID the service request is logged against. Derived from Product ID. | DW_CXSR_CATEGORIES_D_TL | CATEGORY_ID | |
INVENTORY_ITEM_ID | NUMBER | 38 | 0 | The inventory item that the service request is logged against. | DW_CXS_PRODUCT_D | INVENTORY_ITEM_ID | |
INVENTORY_ORG_ID | NUMBER | 38 | 0 | The organization of the inventory item that the service request is logged against. | |||
PRODUCT_GROUP_ID | NUMBER | 38 | 0 | The product group that the product belongs in. | DW_CXS_PRODUCT_GROUP_D | PRODUCT_GROUP_ID | |
PRODUCT_ID | NUMBER | 38 | 0 | it holds porduct item or porduct id details | DW_CXS_PRODUCT_D | INVENTORY_ITEM_ID | |
ACCOUNT_PARTY_ID | NUMBER | 38 | 0 | Account ID | DW_CXS_SALES_ACCOUNT_D | SALES_ACCOUNT_ID | |
PARTNER_ACCOUNT_PARTY_ID | NUMBER | 38 | 0 | Partner Account Party ID | DW_CXS_PARTNER_D | PARTNER_ID | |
CREATED_BY_PARTY_ID | NUMBER | 38 | 0 | Created by Party ID | DW_CXS_RESOURCE_D | RESOURCE_ID | |
LAST_UPDATED_BY_PARTY_ID | NUMBER | 38 | 0 | Last Updated by Party ID | DW_CXS_RESOURCE_D | RESOURCE_ID | |
BUSINESS_UNIT_ORGANIZATION_ID | NUMBER | 38 | 0 | Stores the Business Unit Org Id of the service request. | DW_INTERNAL_ORG_D_TL | ORGANIZATION_ID | |
REPORTED_BY_PARTY_ID | NUMBER | 38 | 0 | Reported by Party ID | DW_CXS_RESOURCE_D | RESOURCE_ID | |
CHANNEL_ID | NUMBER | 38 | 0 | Channel ID | DW_CXSR_CHANNELS_D_TL | CHANNEL_ID | |
STATUS_CODE | VARCHAR2 | 32 | Lookup code that indicates the status code of the service request, such as NEW, INPROGRESS, WAITING, RESOLVED, CLOSED. | DW_CXSR_STATUS_CODE_D_TL | CODE | ||
STATUS_TYPE_CODE | VARCHAR2 | 32 | Lookup code the indicates the status type of the status code, such as NEW, INPROGRESS, WAITING, RESOLVED, CLOSED. | DW_CXSR_STATUS_TYPE_CODE_D_TL | CODE | ||
SEVERITY_CODE | VARCHAR2 | 32 | Lookup code that indicates the severity of the service request reported by the customer, such as SEV1, SEV2, SEV3, SEV4. | DW_CXSR_SEVERITY_CODE_D_TL | CODE | ||
INTERNAL_PRIORITY_CODE | VARCHAR2 | 32 | Lookup code that indicates the internal priority of the service request, such as HIGH, NORMAL, LOW. | DW_CXSR_INTERNAL_PRIORITY_CODE_D_TL | CODE | ||
PROBLEM_CODE | VARCHAR2 | 32 | Lookup code that indicates the identified problem of the service request, such as PRODUCT, USER, DOCS. | DW_CXSR_PROBLEM_CODE_D_TL | CODE | ||
RESOLUTION_CODE | VARCHAR2 | 32 | Lookup code that indicates the resolution of service request, such as SATISFIED, NOT_SATISFIED, RETURNED_PRODUCT, NEW_PURCHASE, UNKNOWN. | DW_CXSR_RESOLUTION_CODE_D_TL | CODE | ||
SOURCE_CODE | VARCHAR2 | 32 | Lookup code that indicates how the SR was entered into the system, such as AGENT_UI, CUSTOMER_UI, API. | DW_CXSR_SOURCE_CODE_D_TL | CODE | ||
CHANNEL_TYPE_CODE | VARCHAR2 | 32 | Lookup code that indicates the channel type. Examples: EMAIL, PHONE, FACEBOOK, TWITTER. | DW_CXSR_CHANNEL_TYPE_CODE_D_TL | CODE | ||
OWNER_TYPE_CODE | VARCHAR2 | 32 | Lookup code that indicates the type of owner who is receiving service for this service request, such as CUSTOMER or PARTNER. | DW_CXSR_OWNER_TYPE_CODE_D_TL | CODE | ||
STRIPE_CODE | VARCHAR2 | 32 | Lookup code that indicates the stripe code, such as CRM, HCM, or PRM. | DW_CXSR_STRIPE_CODE_D_TL | CODE | ||
RESOLVE_OUTCOME_CODE | VARCHAR2 | 32 | Lookup code that indicates the outcome of a service request resolution, such as "solution provided", "unable to resolve", "customer abandoned". | DW_CXSR_RESOLVE_OUTCOME_CODE_D_TL | CODE | ||
CREATION_DATE | DATE | Indicates the date and time of the creation of the row. | |||||
LAST_UPDATE_DATE | DATE | Indicates the date and time of the last update of the row. | |||||
OPEN_DATE | DATE | Migration Who Column: Defaults to CREATION_DATE if null, or for migration, set to the SR creation date. | |||||
LAST_REOPEN_DATE | DATE | Last reopen date of the SR if SR was reopened. | |||||
LAST_RESOLVED_DATE | DATE | Last resolved date of the SR if the SR has been resolved. | |||||
CLOSED_DATE | DATE | Closed date of the SR if SR is closed. | |||||
INITIAL_QUEUE_ASSIGN_DATE | DATE | The date and time the SR was first assigned to a Queue. This value is auto-generated. | |||||
LAST_QUEUE_ASSIGN_DATE | DATE | The date and time the Queue assignment for the SR last changed. This value is auto-generated. | |||||
INITIAL_RESOURCE_ASSIGN_DATE | DATE | The date and time the SR was first assigned to a Resource. This value is auto-generated. | |||||
LAST_RESOURCE_ASSIGN_DATE | DATE | The date and time the Resource assignment for the SR last changed. This value is auto-generated. | |||||
SERVICE_REQUEST_LAST_UPDATE_DATE | DATE | Migration Who Column: Defaults to LAST_UPDATE_DATE if null, or for migration, set to the date and time of the last update of the row. | |||||
SERVICE_REQUEST_NUMBER | VARCHAR2 | 32 | Auto-generated unique number with customizable format. | ||||
CRITICAL_FLAG | VARCHAR2 | 16 | Indicates whether the service request is critical (Y or N). | ||||
TITLE | VARCHAR2 | 512 | A brief title of the service request. | ||||
PROBLEM_DESCRIPTION | VARCHAR2 | 1024 | Problem description/statement/steps to reproduce issue for the service request. | ||||
RESOLVED_BY | VARCHAR2 | 128 | Indicates the user who resolved the service request. | ||||
DELETED_FLAG | VARCHAR2 | 16 | Indicates whether the service request is logically deleted (Y or N). | ||||
PURCHASE_ORDER | VARCHAR2 | 64 | The purchase order number used for the SR. | ||||
RESOLVE_DESCRIPTION | VARCHAR2 | 1024 | Solution description, how the service request has been resolved. | ||||
CREATED_BY | VARCHAR2 | 128 | Who column: indicates the user who created the row. | ||||
LAST_UPDATED_BY | VARCHAR2 | 128 | Who column: indicates the user who last updated the row. | ||||
SERVICE_REQUEST_CREATED_BY | VARCHAR2 | 128 | Migration Who Column: Defaults to CREATED_BY if null, or for migration, set to the user who created the row. | ||||
SERVICE_REQUEST_LAST_UPDATED_BY | VARCHAR2 | 128 | Migration Who Column: Defaults to LAST_UPDATED_BY if null, or for migration, set to the user who last updated the row. | ||||
CREATION_TIMESTAMP | TIMESTAMP | Indicates the date and time of the creation of the row. | |||||
LAST_UPDATE_TIMESTAMP | TIMESTAMP | Indicates the date and time of the last update of the row. | |||||
OPEN_TIMESTAMP | TIMESTAMP | Migration Who Column: Defaults to CREATION_DATE if null, or for migration, set to the SR creation date. | |||||
LAST_REOPEN_TIMESTAMP | TIMESTAMP | Last reopen date of the SR if SR was reopened. | |||||
LAST_RESOLVED_TIMESTAMP | TIMESTAMP | Last resolved date of the SR if the SR has been resolved. | |||||
CLOSED_TIMESTAMP | TIMESTAMP | Closed date of the SR if SR is closed. | |||||
INITIAL_QUEUE_ASSIGN_TIMESTAMP | TIMESTAMP | The date and time the SR was first assigned to a Queue. This value is auto-generated. | |||||
LAST_QUEUE_ASSIGN_TIMESTAMP | TIMESTAMP | The date and time the Queue assignment for the SR last changed. This value is auto-generated. | |||||
INITIAL_RESOURCE_ASSIGN_TIMESTAMP | TIMESTAMP | The date and time the SR was first assigned to a Resource. This value is auto-generated. | |||||
LAST_RESOURCE_ASSIGN_TIMESTAMP | TIMESTAMP | The date and time the Resource assignment for the SR last changed. This value is auto-generated. | |||||
SERVICE_REQUEST_LAST_UPDATE_TIMESTAMP | TIMESTAMP | Migration Who Column: Defaults to LAST_UPDATE_DATE if null, or for migration, set to the date and time of the last update of the row. |