RC_SLAMISSD_VW

(SQL View)
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Missed SLA

Number of Cases that missed the SLA for a customer for a Day.

SELECT A.BUSINESS_UNIT , A.BO_ID_CUST , B.BO_NAME , COUNT(DISTINCT A.CASE_ID) , 'Miss' FROM PS_RC_CASE A , PS_BO_NAME B , PS_RC_STATUS_TBL C , PS_SET_CNTRL_TBL D WHERE D.SETCNTRLVALUE = A.BUSINESS_UNIT AND C.RC_STATUS = A.RC_STATUS AND C.SETID = ( SELECT D.SETID FROM PS_SET_CNTRL_REC E WHERE E.SETCNTRLVALUE = A.BUSINESS_UNIT AND E.RECNAME = 'RC_STATUS_TBL') AND C.STATUS_CATEGORY = 'C' AND A.BO_ID_CUST <> 0 AND A.BO_ID_CUST = B.BO_ID AND A.CLOSED_DATE > A.RC_REST_DATE AND A.CLOSED_DATE >= %DateAdd(%currentdatein , -1) GROUP BY A.BUSINESS_UNIT, A.BO_ID_CUST ,A.BO_ID_CONTACT, B.BO_NAME

# PeopleSoft Field Name PeopleSoft Field Type Database Column Type Description
1 BUSINESS_UNIT Character(5) VARCHAR2(5) NOT NULL Business Unit
2 BO_ID_CUST Number(31,0) DECIMAL(31) NOT NULL This field stores the Business Object ID for the customer.
3 BO_NAME Character(50) VARCHAR2(50) NOT NULL Name Description of Business Object
4 RC_CASE_COUNT Number(7,0) INTEGER NOT NULL Case Count
5 SLA_RESTORE Character(4) VARCHAR2(4) NOT NULL Field used for SLA charts. Shows whether SLA commitment was met or missed for a customer.
MET=Met
MISS=Missed