This is an intersection table between SVC_SERVICE_REQUESTS and SVC_COVERAGES
Module: Service Request Management
SERVICE_REQUEST_MILESTONE_ID
Name | Datatype | Length | Precision | Not Null | Comments | Referred Table | Referred Column |
---|---|---|---|---|---|---|---|
SERVICE_REQUEST_MILESTONE_ID | NUMBER | 38 | 0 | True | Auto-generated number and primary key for this table. | ||
SOURCE_RECORD_ID | VARCHAR2 | 256 | Auto-generated number and primary key for this table. | ||||
TIME_LEFT_ONCE_UNPAUSED_IN_MINUTES | NUMBER | Time left, in minutes, to complete the milestone after it is restored from the paused state. | |||||
DELAY_TIME_IN_MINUTES | NUMBER | 38 | 0 | Indicates time in minutes delayed between completion Date and DueDate with honoring the calendar API | |||
DELETED_FLAG | VARCHAR2 | 16 | Indicates whether the SR milestones are logically deleted or not.(Y or N) | ||||
SERVICE_REQUEST_ID | NUMBER | 38 | 0 | A foreign key that references service request Id in SVC_SERVICE_REQUESTS (SR_ID). | |||
MILESTONE_CONFIGURATION_ID | NUMBER | 38 | 0 | A foreign key that references to SVC_MILESTONE_CONFIGS table. | |||
MILESTONE_STATUS_CODE | VARCHAR2 | 32 | Lookup code that indicates the status of the milestone. ( Canceled,Complete,In Progress.) | ||||
COMPLIANCE_FLAG | VARCHAR2 | 16 | A flag that Indicates whether the milestone is compliant with SLA terms or not. | ||||
HEADER_FLAG | VARCHAR2 | 16 | A flag to indicate whether to stamp current milestone on service request header or not. Only the nearest active milestone is stamped onto service request header. | ||||
ACTIVE_FLAG | VARCHAR2 | 16 | A flag that Indicates if current milestone is active or not. | ||||
DUE_DATE | DATE | The date on which milestone falls due. | |||||
DUE_TIMESTAMP | TIMESTAMP | The date on which milestone falls due. | |||||
OVERRIDDEN_DUE_DATE | DATE | This column stores agent overridden due date for a milestone. | |||||
OVERRIDDEN_DUE_TIMESTAMP | TIMESTAMP | This column stores agent overridden due date for a milestone. | |||||
WARNED_FLAG | VARCHAR2 | 16 | A flag that indicates whether the milestone due date warning is notified or not. | ||||
WARNING_DATE | DATE | The date when the milestone warning notification was sent. | |||||
WARNING_TIMESTAMP | TIMESTAMP | The date when the milestone warning notification was sent. | |||||
COMPLETION_DATE | DATE | Completion date if the given milestone was closed. | |||||
COMPLETION_TIMESTAMP | TIMESTAMP | Completion date if the given milestone was closed. | |||||
AGENT_COMPLETED_FLAG | VARCHAR2 | 16 | Indicates whether an agent marked milestone as complete or not. | ||||
COMMENTS | VARCHAR2 | 512 | This column stores user comments for a milestone. | ||||
CREATION_DATE | DATE | Who column: indicates the date and time of the creation of the row. | |||||
CREATION_TIMESTAMP | TIMESTAMP | Who column: indicates the user who created the row. | |||||
CREATED_BY | VARCHAR2 | 64 | Who column: indicates the user who created the row. | ||||
LAST_UPDATE_DATE | DATE | Who column: indicates the date and time of the last update of the row. | |||||
LAST_UPDATE_TIMESTAMP | TIMESTAMP | Who column: indicates the date and time of the last update of the row. | |||||
LAST_UPDATED_BY | VARCHAR2 | 64 | Who column: indicates the user who last updated the row. | ||||
LAST_UPDATE_LOGIN | VARCHAR2 | 32 | Who column: indicates the session login associated to the user who last updated the row. | ||||
REQUEST_ID | NUMBER | 38 | 0 | Enterprise Service Scheduler: indicates the request ID of the job that created or last updated the row. | |||
JOB_DEFINITION_NAME | VARCHAR2 | 128 | Enterprise Service Scheduler: indicates the name of the job that created or last updated the row. | ||||
JOB_DEFINITION_PACKAGE | VARCHAR2 | 1024 | Enterprise Service Scheduler: indicates the package name of the job that created or last updated the row | ||||
SERVICE_REQUEST_PRIMARY_CONTACT_PARTY_ID | NUMBER | 38 | 0 | The ongoing primary customer contact of the service request. | DW_CXS_CONTACT_D | CONTACT_ID | |
SERVICE_REQUEST_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 | |
SERVICE_REQUEST_QUEUE_ID | NUMBER | 38 | 0 | The queue ID the service request is assigned to. | DW_CXSR_QUEUES_D | QUEUE_ID | |
SERVICE_REQUEST_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 | |
SERVICE_REQUEST_INVENTORY_ITEM_ID | NUMBER | 38 | 0 | The inventory item that the service request is logged against. | DW_CXS_PRODUCT_D | INVENTORY_ITEM_ID | |
SERVICE_REQUEST_INVENTORY_ORGANISATION_ID | NUMBER | 38 | 0 | The organization of the inventory item that the service request is logged against. | |||
SERVICE_REQUEST_PRODUCT_GROUP_ID | NUMBER | 38 | 0 | The product group that the product belongs in. | DW_CXS_PRODUCT_GROUP_D | PRODUCT_GROUP_ID | |
SERVICE_REQUEST_PRODUCT_ID | NUMBER | 38 | 0 | it holds porduct item or porduct id details | DW_CXS_PRODUCT_D | INVENTORY_ITEM_ID | |
SERVICE_REQUEST_ACCOUNT_PARTY_ID | NUMBER | 38 | 0 | Account ID | DW_CXS_SALES_ACCOUNT_D | SALES_ACCOUNT_ID | |
SERVICE_REQUEST_PARTNER_ACCOUNT_PARTY_ID | NUMBER | 38 | 0 | Partner Account Party ID | DW_CXS_PARTNER_D | PARTNER_ID | |
SERVICE_REQUEST_CREATED_BY_PARTY_ID | NUMBER | 38 | 0 | Created by Party ID | DW_CXS_RESOURCE_D | RESOURCE_ID | |
SERVICE_REQUEST_LAST_UPDATED_BY_PARTY_ID | NUMBER | 38 | 0 | Last Updated by Party ID | DW_CXS_RESOURCE_D | RESOURCE_ID | |
SERVICE_REQUEST_BUSINESS_UNIT_ORGANIZATION_ID | NUMBER | 38 | 0 | Stores the Business Unit Org Id of the service request. | DW_INTERNAL_ORG_D_TL | ORGANIZATION_ID | |
SERVICE_REQUEST_REPORTED_BY_PARTY_ID | NUMBER | 38 | 0 | Reported by Party ID | DW_CXS_RESOURCE_D | RESOURCE_ID | |
SERVICE_REQUEST_CHANNEL_ID | NUMBER | 38 | 0 | Channel ID | DW_CXSR_CHANNELS_D_TL | CHANNEL_ID | |
SERVICE_REQUEST_STATUS_CODE | VARCHAR2 | 64 | 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 | ||
SERVICE_REQUEST_STATUS_TYPE_CODE | VARCHAR2 | 64 | 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 | ||
SERVICE_REQUEST_SEVERITY_CODE | VARCHAR2 | 64 | 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 | ||
SERVICE_REQUEST_INTERNAL_PRIORITY_CODE | VARCHAR2 | 64 | Lookup code that indicates the internal priority of the service request, such as HIGH, NORMAL, LOW. | DW_CXSR_INTERNAL_PRIORITY_CODE_D_TL | CODE | ||
SERVICE_REQUEST_PROBLEM_CODE | VARCHAR2 | 64 | Lookup code that indicates the identified problem of the service request, such as PRODUCT, USER, DOCS. | DW_CXSR_PROBLEM_CODE_D_TL | CODE | ||
SERVICE_REQUEST_RESOLUTION_CODE | VARCHAR2 | 64 | 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 | ||
SERVICE_REQUEST_SOURCE_CODE | VARCHAR2 | 64 | 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 | ||
SERVICE_REQUEST_CHANNEL_TYPE_CODE | VARCHAR2 | 64 | Lookup code that indicates the channel type. Examples: EMAIL, PHONE, FACEBOOK, TWITTER. | DW_CXSR_CHANNEL_TYPE_CODE_D_TL | CODE | ||
SERVICE_REQUEST_OWNER_TYPE_CODE | VARCHAR2 | 64 | 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 | ||
SERVICE_REQUEST_STRIPE_CODE | VARCHAR2 | 64 | Lookup code that indicates the stripe code, such as CRM, HCM, or PRM. | DW_CXSR_STRIPE_CODE_D_TL | CODE | ||
SERVICE_REQUEST_RESOLVE_OUTCOME_CODE | VARCHAR2 | 64 | 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 | ||
SERVICE_REQUEST_OPEN_DATE | DATE | Migration Who Column: Defaults to CREATION_DATE if null, or for migration, set to the SR creation date. | |||||
SERVICE_REQUEST_LAST_REOPEN_DATE | DATE | Last reopen date of the SR if SR was reopened. | |||||
SERVICE_REQUEST_LAST_RESOLVED_DATE | DATE | Last resolved date of the SR if the SR has been resolved. | |||||
SERVICE_REQUEST_CLOSED_DATE | DATE | Closed date of the SR if SR is closed. | |||||
SERVICE_REQUEST_INITIAL_QUEUE_ASSIGN_DATE | DATE | The date and time the SR was first assigned to a Queue. This value is auto-generated. | |||||
SERVICE_REQUEST_LAST_QUEUE_ASSIGN_DATE | DATE | The date and time the Queue assignment for the SR last changed. This value is auto-generated. | |||||
SERVICE_REQUEST_INITIAL_RESOURCE_ASSIGN_DATE | DATE | The date and time the SR was first assigned to a Resource. This value is auto-generated. | |||||
SERVICE_REQUEST_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_CRITICAL_FLAG | VARCHAR2 | 16 | Indicates whether the service request is critical (Y or N). | ||||
SERVICE_REQUEST_TITLE | VARCHAR2 | 1024 | A brief title of the service request. | ||||
SERVICE_REQUEST_PROBLEM_DESCRIPTION | VARCHAR2 | 2048 | Problem description/statement/steps to reproduce issue for the service request. | ||||
SERVICE_REQUEST_RESOLVED_BY | VARCHAR2 | 256 | Indicates the user who resolved the service request. | ||||
SERVICE_REQUEST_DELETED_FLAG | VARCHAR2 | 16 | Indicates whether the service request is logically deleted (Y or N). | ||||
SERVICE_REQUEST_RESOLVE_DESCRIPTION | VARCHAR2 | 2048 | Solution description, how the service request has been resolved. | ||||
SERVICE_REQUEST_OPEN_TIMESTAMP | TIMESTAMP | Migration Who Column: Defaults to CREATION_DATE if null, or for migration, set to the SR creation date. | |||||
SERVICE_REQUEST_LAST_REOPEN_TIMESTAMP | TIMESTAMP | Last reopen date of the SR if SR was reopened. | |||||
SERVICE_REQUEST_LAST_RESOLVED_TIMESTAMP | TIMESTAMP | Last resolved date of the SR if the SR has been resolved. | |||||
SERVICE_REQUEST_CLOSED_TIMESTAMP | TIMESTAMP | Closed date of the SR if SR is closed. | |||||
SERVICE_REQUEST_INITIAL_QUEUE_ASSIGN_TIMESTAMP | TIMESTAMP | The date and time the SR was first assigned to a Queue. This value is auto-generated. | |||||
SERVICE_REQUEST_LAST_QUEUE_ASSIGN_TIMESTAMP | TIMESTAMP | The date and time the Queue assignment for the SR last changed. This value is auto-generated. | |||||
SERVICE_REQUEST_INITIAL_RESOURCE_ASSIGN_TIMESTAMP | TIMESTAMP | The date and time the SR was first assigned to a Resource. This value is auto-generated. | |||||
SERVICE_REQUEST_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_TRANSFER_DATE | DATE | Indicates the date and time of the last transfer of the service request. | |||||
SERVICE_REQUEST_LAST_TRANSFER_TIMESTAMP | TIMESTAMP | Indicates the date and time of the first transfer of the service request. | |||||
SERVICE_REQUEST_FIRST_TRANSFER_DATE | DATE | Indicates the date and time of the first transfer of the service request. | |||||
SERVICE_REQUEST_FIRST_TRANSFER_TIMESTAMP | TIMESTAMP | Indicates the date and time of the last transfer of the service request. | |||||
SERVICE_REQUEST_LAST_TRANSFERRED_BY | VARCHAR2 | 256 | Indicates the user who last transferred the service request. | ||||
SERVICE_REQUEST_TRANSFER_COUNT | NUMBER | 38 | 0 | Count showing how many times a service request has been transferred. | |||
SERVICE_REQUEST_TRANSFER_FLAG | VARCHAR2 | 32 | derive logic from FAW (case when transfer_count > 0 then 'Y' else 'N' end) | ||||
SERVICE_REQUEST_TRANSFER_NOTE | VARCHAR2 | 4000 | This field contains information about transfer note. | ||||
SERVICE_REQUEST_TRANSFER_REASON_CODE | VARCHAR2 | 64 | Lookup code that indicates the transfer reasonIncorrectly Routed, Owner Unavailable, Workload Balancing | DW_CXSR_TRANSFER_REASON_CODE_D_TL | CODE | ||
SERVICE_REQUEST_CREATED_BY | VARCHAR2 | 256 | 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 | 256 | Migration Who Column: Defaults to LAST_UPDATED_BY if null, or for migration, set to the user who last updated the row. | ||||
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. | |||||
SERVICE_REQUEST_NUMBER | VARCHAR2 | 64 | Auto-generated unique number with customizable format. |