RC_AGT_TRIAGE_V (SQL View)	Index Back
Agent Backlog All open cases for an Agent for all provider groups

RC_AGT_TRIAGE_V

(SQL View)

Agent Backlog

All open cases for an Agent for all provider groups

SELECT CASE_ID , BUSINESS_UNIT , DISP_TMPL_FAM_CD , RC_SUMMARY , CASE_CONTACT , BO_ID_CUST , RC_STATUS , RC_PRIORITY , (%Sql(RC_SLA_CATEGORY, RC_YELLOW_DTTM, RC_RED_DTTM, RC_PRIORITY, RC_REST_DATE)) , RC_SOURCE , RC_SEVERITY , URGENCY , CASE_TYPE , PROVIDER_GRP_ID , ASSIGNED_TO , SECURE_CASE_FLG , RC_CATEGORY , RC_TYPE , RC_DETAIL , GLOBAL_FLAG , CASE WHEN ESCALATION_DTTM IS NOT NULL THEN 'Y' ELSE 'N' END , DEPTID , LOCATION , PROBLEM_TYPE , PRIOR_PRVDR_GRP_ID , CLOSED_DATE , CREATION_DATE , (%DateDiff(%DatePart(ROW_ADDED_DTTM), %CurrentDateIn)) , CASE_VISIBILITY , TARGET_CLOSE_DATE , RB_ANONYMOUS_FLAG , RC_IMPACT , SYNCID , ROW_LASTMANT_DTTM FROM PS_RC_CASE

# PeopleSoft Field Name PeopleSoft Field Type Database Column Type Description

1 CASE_ID Number(15,0) DECIMAL(15) NOT NULL Case ID. This is a unique ID assigned to a case when it is saved. Unique ID is ensured by getting the next value from the auto-numbering table and updating the table.

2 BUSINESS_UNIT Character(5) VARCHAR2(5) NOT NULL Business Unit

3 DISP_TMPL_FAM_CD Character(30) VARCHAR2(30) NOT NULL Display Template Family Code

4 RC_SUMMARY Character(80) VARCHAR2(80) NOT NULL Typically a summary of a long field.

5 CASE_CONTACT Character(15) VARCHAR2(15) NOT NULL Contact Identifier for Treasury Contacts

6 BO_ID_CUST Number(31,0) DECIMAL(31) NOT NULL This field stores the Business Object ID for the customer.

7 RC_STATUS Character(5) VARCHAR2(5) NOT NULL Case Status

8 RC_PRIORITY Character(5) VARCHAR2(5) NOT NULL Case Priority

9 SLA_COLOR Character(6) VARCHAR2(6) NOT NULL SLA Color - can be red, green or yellow depending on how close the case is to missing the required restore time goal per the service level agreement.

10 RC_SOURCE Character(5) VARCHAR2(5) NOT NULL Case Source How this case origianated

11 RC_SEVERITY Character(5) VARCHAR2(5) NOT NULL Case severity

12 URGENCY Character(5) VARCHAR2(5) NOT NULL Case Urgency

13 CASE_TYPE Character(5) VARCHAR2(5) NOT NULL Case Type

14 PROVIDER_GRP_ID Character(10) VARCHAR2(10) NOT NULL Identification number for the provider group.

15 ASSIGNED_TO Character(15) VARCHAR2(15) NOT NULL This is a field to store assignment information.

16 SECURE_CASE_FLG Character(1) VARCHAR2(1) NOT NULL Used in HRHD to Secure the case so that only people in the provider group assigned to the case can access the case.
N=No
Y=Yes

17 RC_CATEGORY Character(5) VARCHAR2(5) NOT NULL CallCenter Category. Used in HD.

18 RC_TYPE Character(5) VARCHAR2(5) NOT NULL Specialty type. Used on HD case.

19 RC_DETAIL Character(5) VARCHAR2(5) NOT NULL Detail field on HD Case. Used in Quick Code.

20 GLOBAL_FLAG Character(1) VARCHAR2(1) NOT NULL Global Case flag for relationship

21 ESCALATION_FLAG Character(1) VARCHAR2(1) NOT NULL Escalation flag for pivot grids

22 DEPTID Character(15) VARCHAR2(15) NOT NULL Department

23 LOCATION Character(15) VARCHAR2(15) NOT NULL This field stores the Location Code.

24 PROBLEM_TYPE Character(8) VARCHAR2(8) NOT NULL Problem Type for Support Cases

25 PRIOR_PRVDR_GRP_ID Character(10) VARCHAR2(10) NOT NULL PRIOR PROVIDER GROUP ID field is used to store prior value of the Provider Group.

26 CLOSED_DATE Date(10) DATE Date Closed

27 CREATION_DATE Date(10) DATE Creation date of the case.

28 DAYS_BEFORE_TODAY Number(5,0) INTEGER NOT NULL new fields for contact management report

29 CASE_VISIBILITY Character(4) VARCHAR2(4) NOT NULL Field to capture the case visibility.
EXCL=Internal, exclude Case Contact
EXTL=External
INTL=Internal

30 TARGET_CLOSE_DATE Date(10) DATE Target close date

31 RB_ANONYMOUS_FLAG Character(1) VARCHAR2(1) NOT NULL RB_ANONYMOUS_FLAG

32 RC_IMPACT Character(5) VARCHAR2(5) NOT NULL Case severity

33 SYNCID Number(10,0) DECIMAL(10) NOT NULL The Synchronization ID field stores a value generated by the sync processor. The value is used to identify the type of object that the sync processor is about to handle.

34 ROW_LASTMANT_DTTM DateTime(26) TIMESTAMP The date and time that the row was last updated.

#	PeopleSoft Field Name	PeopleSoft Field Type	Database Column Type	Description
1	CASE_ID	Number(15,0)	DECIMAL(15) NOT NULL	Case ID. This is a unique ID assigned to a case when it is saved. Unique ID is ensured by getting the next value from the auto-numbering table and updating the table.
2	BUSINESS_UNIT	Character(5)	VARCHAR2(5) NOT NULL	Business Unit
3	DISP_TMPL_FAM_CD	Character(30)	VARCHAR2(30) NOT NULL	Display Template Family Code
4	RC_SUMMARY	Character(80)	VARCHAR2(80) NOT NULL	Typically a summary of a long field.
5	CASE_CONTACT	Character(15)	VARCHAR2(15) NOT NULL	Contact Identifier for Treasury Contacts
6	BO_ID_CUST	Number(31,0)	DECIMAL(31) NOT NULL	This field stores the Business Object ID for the customer.
7	RC_STATUS	Character(5)	VARCHAR2(5) NOT NULL	Case Status
8	RC_PRIORITY	Character(5)	VARCHAR2(5) NOT NULL	Case Priority
9	SLA_COLOR	Character(6)	VARCHAR2(6) NOT NULL	SLA Color - can be red, green or yellow depending on how close the case is to missing the required restore time goal per the service level agreement.
10	RC_SOURCE	Character(5)	VARCHAR2(5) NOT NULL	Case Source How this case origianated
11	RC_SEVERITY	Character(5)	VARCHAR2(5) NOT NULL	Case severity
12	URGENCY	Character(5)	VARCHAR2(5) NOT NULL	Case Urgency
13	CASE_TYPE	Character(5)	VARCHAR2(5) NOT NULL	Case Type
14	PROVIDER_GRP_ID	Character(10)	VARCHAR2(10) NOT NULL	Identification number for the provider group.
15	ASSIGNED_TO	Character(15)	VARCHAR2(15) NOT NULL	This is a field to store assignment information.
16	SECURE_CASE_FLG	Character(1)	VARCHAR2(1) NOT NULL	Used in HRHD to Secure the case so that only people in the provider group assigned to the case can access the case. N=No Y=Yes
17	RC_CATEGORY	Character(5)	VARCHAR2(5) NOT NULL	CallCenter Category. Used in HD.
18	RC_TYPE	Character(5)	VARCHAR2(5) NOT NULL	Specialty type. Used on HD case.
19	RC_DETAIL	Character(5)	VARCHAR2(5) NOT NULL	Detail field on HD Case. Used in Quick Code.
20	GLOBAL_FLAG	Character(1)	VARCHAR2(1) NOT NULL	Global Case flag for relationship
21	ESCALATION_FLAG	Character(1)	VARCHAR2(1) NOT NULL	Escalation flag for pivot grids
22	DEPTID	Character(15)	VARCHAR2(15) NOT NULL	Department
23	LOCATION	Character(15)	VARCHAR2(15) NOT NULL	This field stores the Location Code.
24	PROBLEM_TYPE	Character(8)	VARCHAR2(8) NOT NULL	Problem Type for Support Cases
25	PRIOR_PRVDR_GRP_ID	Character(10)	VARCHAR2(10) NOT NULL	PRIOR PROVIDER GROUP ID field is used to store prior value of the Provider Group.
26	CLOSED_DATE	Date(10)	DATE	Date Closed
27	CREATION_DATE	Date(10)	DATE	Creation date of the case.
28	DAYS_BEFORE_TODAY	Number(5,0)	INTEGER NOT NULL	new fields for contact management report
29	CASE_VISIBILITY	Character(4)	VARCHAR2(4) NOT NULL	Field to capture the case visibility. EXCL=Internal, exclude Case Contact EXTL=External INTL=Internal
30	TARGET_CLOSE_DATE	Date(10)	DATE	Target close date
31	RB_ANONYMOUS_FLAG	Character(1)	VARCHAR2(1) NOT NULL	RB_ANONYMOUS_FLAG
32	RC_IMPACT	Character(5)	VARCHAR2(5) NOT NULL	Case severity
33	SYNCID	Number(10,0)	DECIMAL(10) NOT NULL	The Synchronization ID field stores a value generated by the sync processor. The value is used to identify the type of object that the sync processor is about to handle.
34	ROW_LASTMANT_DTTM	DateTime(26)	TIMESTAMP	The date and time that the row was last updated.