RC_EMP_CASE

(SQL View)
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HelpDesk Case Search View

This view controls the Cases a HelpDesk Self-Service user can see. You can a case if You (BO_ID_PERSON) are the customer (BO_ID_CUST) or you are the contact (BO_ID_CONTACT).

SELECT B.BO_ID , A.BO_ID_CUST , A.BUSINESS_UNIT , A.CASE_ID , A.MARKET , A.BO_ID_CONTACT , A.PRODUCT_ID , A.PROBLEM_TYPE , A.ASSETTAG , A.RC_SUMMARY , A.RC_STATUS , D.STATUS_CATEGORY , A.RC_CATEGORY , A.RC_TYPE , A.RC_DETAIL , A.RC_PRIORITY , A.RC_SEVERITY , A.CREATION_DATE , A.CLOSED_DATE FROM PS_RC_CASE A , PS_BO B , PS_RC_STATUS_TBL D WHERE A.RC_VERTICAL = 'HD' AND D.RC_STATUS = A.RC_STATUS AND D.SETID IN ( SELECT E.SETID FROM PS_SET_CNTRL_REC E WHERE E.SETCNTRLVALUE = A.BUSINESS_UNIT AND E.RECNAME = 'RC_STATUS_TBL') AND (B.BO_ID = A.BO_ID_CUST OR B.BO_ID = A.BO_ID_CONTACT)

# PeopleSoft Field Name PeopleSoft Field Type Database Column Type Description
1 BO_ID_PERSON Number(31,0) DECIMAL(31) NOT NULL Business Object ID
2 BO_ID_CUST Number(31,0) DECIMAL(31) NOT NULL This field stores the Business Object ID for the customer.
3 BUSINESS_UNIT Character(5) VARCHAR2(5) NOT NULL Business Unit
4 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.
5 MARKET Character(3) VARCHAR2(3) NOT NULL Market
6 BO_ID_CONTACT Number(31,0) DECIMAL(31) NOT NULL This field indicates the Business Object ID for the contact.
7 PRODUCT_ID Character(18) VARCHAR2(18) NOT NULL Product ID
8 PROBLEM_TYPE Character(8) VARCHAR2(8) NOT NULL Problem Type for Support Cases
9 ASSETTAG Character(40) VARCHAR2(40) NOT NULL Asset Tag
10 RC_SUMMARY Character(80) VARCHAR2(80) NOT NULL Typically a summary of a long field.
11 RC_STATUS Character(5) VARCHAR2(5) NOT NULL Case Status
12 STATUS_CATEGORY Character(1) VARCHAR2(1) NOT NULL Categories for Case Status. These drive processing.
C=Closed
D=Canceled
H=Case is on hold
O=Case is Open
13 RC_CATEGORY Character(5) VARCHAR2(5) NOT NULL CallCenter Category. Used in HD.
14 RC_TYPE Character(5) VARCHAR2(5) NOT NULL Specialty type. Used on HD case.
15 RC_DETAIL Character(5) VARCHAR2(5) NOT NULL Detail field on HD Case. Used in Quick Code.
16 RC_PRIORITY Character(5) VARCHAR2(5) NOT NULL Case Priority
17 RC_SEVERITY Character(5) VARCHAR2(5) NOT NULL Case severity
18 CREATION_DATE Date(10) DATE Creation date of the case.
19 CLOSED_DATE Date(10) DATE Date Closed