800 ECE Dept. Case Detail
Definition
Case details and workflow as a snapshot per case
This report shows one data row per case (Chat or Email) with a summary of all important key data for each case. The data may still change until the cases are completed.
Main data source: EGPL_CASEMGMT_CASE
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Drilldowns
- 809 ECE Dept. Event Detail (field CaseID)
Field description
| Field name | Description |
|---|---|
| CreateDateTime | Date and time when the case was created |
| IntervalDateTime | Date and time of the 15 minutes interval when the case was created |
| Date | Date when the case was created |
| IntervalTime | Time of the 15 minutes interval when the case was created |
| IntervalTimeString | Time of the 15 minutes interval when the case was created as string based on database time (without timezone offset) |
| DepartmentID | ID of the department |
| Department | Name of the department |
| IDCase | ID of the case |
| OriginalSource | Type of the first activity of the case (Chat, Email, etc.) |
| Subject | Subject of the first activity of the case |
| StatusOfCases | Status of the case (IsOpen or Closed) |
| ProgressOfCases | Progress of the case (Unassigned, Assigned, Replied or Completed) |
| AgeOfCase | Age of the case in days |
| TimeOfCase | Age of the case in seconds |
| Description | Free text field for the agents to further describe the case |
| Severity | Severity of the case with the following possible values: 1 = urgent, 2 = high, 3 = medium, 4 = low |
| DueDate | Due date of the case |
| OverdueAge | Overdue age in days |
| OverdueTime | Overdue age in seconds |
| OwnerID | ID of the case owner |
| OwnerName | Name of the case owner |
| LastReplyUserID | ID of the user who has sent the last reply to this case |
| LastReplyUserName | Name of the user who has sent the last reply to this case |
| Solution | Free text field for the agents to describe the solution of the case |
| ModifyDateTime | Date and time when the case was last updated |