DW_CXSR_SERVICE_REQUESTS_F

Service Request Details

Details

Module: Service Request Management

Key Columns

SERVICE_REQUEST_ID

Columns

Columns
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.