Service Request Lifecycle

The service request lifecycle view object provides audit history for a small number of attributes throughout the life of a service request. For example, Status Type, Assignee, and Queue.

Data Store Key : CrmAnalyticsAM.ServiceExtractAM.SvcMgmtBiccExtractAM.SrLifecycleExtractPVO

Primary Keys : AuditSrId

Initial Extract Date : CreationDate

Incremental Extract Date : LastUpdateDate

Attributes

This table provides the list of exposed attributes and their descriptions.

Name	Description
AssigneeResourceId	Unique identifier of the assignee at current audited change.
AssigneeResourceSeqNo	The sequence order of changes, to related attributes including changes to null, of the audit records for a specific SR. Sequence of audit records start from 1, and so on.
AuditDurationMs	The audit duration time consumed in milliseconds between the Audit_end_date and Audit_start_date. This includes the combined time duration of audited columns excluding the audit_end_date.
AuditEndDate	The last date until when the combined values of audited columns are valid.
AuditHistoryCompleteFlag	Identifies SRs created after Auditing went live. The helps customers to filter SRs based on audit history. Y denotes SRs created after the auditing date with complete audit history data and N denotes SRs with incomplete audit history data.
AuditPurgeDate	Reserved for future use, when purging of audit data is implemented.
AuditSeqNo	The sequence order of the audit records for a specific SR. Sequence of audit records start from 1, and so on.
AuditSrId	The unique identifier of the record. This is the primary key for the view object.
AuditStartDate	The date from when the combined values of audited columns are valid.
CatProdHistoryCompleteFlag	Identifies service requests created after auditing of category and product went live. A value of Y denotes service requests with complete audit history of these attributes.
CategoryId	Unique identifier of the category at current audited change.
CategorySeqNo	The sequence order of changes, to related attributes including changes to null, of the audit records for a specific SR. Sequence of audit records start from 1, and so on.
CreatedBy	The user who created the row.
CreationDate	The date and time when the row was created.
LastUpdateDate	The date and time when the row was last updated.
LastUpdateLogin	The session login of the user who last updated the row.
LastUpdatedBy	The user who last updated the row.
LatestAuditFlag	Description for the latest audit record for an SR. Y denotes the record holding the current values of all audited columns, N denotes value for all other records.
ObjectVersionNumber	The number of times the row has been updated.
OldAssigneeResourceId	Unique identifier of the assignee before the current audited change.
OldCategoryId	Unique identifier of the category before the current audited change.
OldProductId	Unique identifier of the product before the current audited change.
OldQueueId	Unique identifier of the queue before the current audited change.
OldSeverityCd	The severity before the current audited change.
OldStatusCd	The status before the current audited change.
OldStatusTypeCd	The status type before the current audited change.
ProductId	Unique identifier of the product at current audited change.
ProductSeqNo	The sequence order of changes, to related attributes including changes to null, of the audit records for a specific SR. Sequence of audit records start from 1, and so on.
QueueId	Unique identifier of the queue at current audited change.
QueueSeqNo	The sequence order of changes, to related attributes including changes to null, of the audit records for a specific SR. Sequence of audit records start from 1, and so on.
ReopenEventFlag	Identifies if the SR has been reopened in the current audited change with a Y if yes, Null if no.
ScheduleAssigneeSrId	The service request identifier, provided either of the schedule identifier is not null or the assignee resource identifier is not null, otherwise is set to null.
ScheduleHistoryCompleteFlag	Indicates if service requests were created after the auditing of schedule working hours went live. A value of Y denotes service requests with complete audit history of these attributes.
ScheduleId	Unique identifier of the schedule at current audited change.
ScheduleSeqNo	The sequence order of changes, to related attributes including changes to null, of the audit records for a specific SR. Sequence of audit records start from 1, and so on.
SeverityCd	The severity at current audited change.
SeveritySeqNo	The sequence order of changes, to related attributes including changes to null, of the audit records for a specific SR. Sequence of audit records start from 1, and so on.
SrId	Service request foreign key that references audit data.
StatusCd	The status at current audited change.
StatusSeqNo	The sequence order of changes, to related attributes including changes to null, of the audit records for a specific SR. Sequence of audit records start from 1, and so on.
StatusTypeCd	The status type at current audited change.
StatusTypeSeqNo	The sequence order of changes, to related attributes including changes to null, of the audit records for a specific SR. Sequence of audit records start from 1, and so on.
WorkDurationMs	The duration time in milliseconds between the audit end date and audit start date based on the associated work schedule. If the schedule identifier is null, the working duration time will match the audit duration time. If the audit end date is null, the working duration time will be null.