RC_MYSLA_VW1

(SQL View)
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Agent SLA

Number of Cases in red, yellow or green status for an agent by priority.

SELECT BUSINESS_UNIT , ASSIGNED_TO , SLA_COLOR , CASE_ID ,RC_REST_DTTM , RC_PRIORITY ,RC_STATUS , DISP_TMPL_FAM_CD FROM PS_RC_MYSLAGRN_VW1 UNION SELECT BUSINESS_UNIT , ASSIGNED_TO , SLA_COLOR , CASE_ID ,RC_REST_DTTM , RC_PRIORITY ,RC_STATUS , DISP_TMPL_FAM_CD FROM PS_RC_MYSLAYEL_VW1 UNION SELECT BUSINESS_UNIT , ASSIGNED_TO , SLA_COLOR , CASE_ID ,RC_REST_DTTM , RC_PRIORITY ,RC_STATUS , DISP_TMPL_FAM_CD FROM PS_RC_MYSLARED_VW1 UNION SELECT BUSINESS_UNIT , ASSIGNED_TO , SLA_COLOR , CASE_ID ,RC_REST_DTTM , RC_PRIORITY ,RC_STATUS , DISP_TMPL_FAM_CD FROM PS_RC_MYSLANPRN_V1 UNION SELECT BUSINESS_UNIT , ASSIGNED_TO , SLA_COLOR , CASE_ID ,RC_REST_DTTM , RC_PRIORITY ,RC_STATUS , DISP_TMPL_FAM_CD FROM PS_RC_MYSLANYEL_V1 UNION SELECT BUSINESS_UNIT , ASSIGNED_TO , SLA_COLOR , CASE_ID ,RC_REST_DTTM , RC_PRIORITY ,RC_STATUS , DISP_TMPL_FAM_CD FROM PS_RC_MYSLANRED_V1

# PeopleSoft Field Name PeopleSoft Field Type Database Column Type Description
1 BUSINESS_UNIT Character(5) VARCHAR2(5) NOT NULL Business Unit
2 ASSIGNED_TO Character(15) VARCHAR2(15) NOT NULL This is a field to store assignment information.
3 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.
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 RC_REST_DTTM DateTime(26) TIMESTAMP Entitled restore date time. Used for SLA.
6 RC_PRIORITY Character(5) VARCHAR2(5) NOT NULL Case Priority
7 RC_STATUS Character(5) VARCHAR2(5) NOT NULL Case Status
8 DISP_TMPL_FAM_CD Character(30) VARCHAR2(30) NOT NULL Display Template Family Code