Sunday, March 15, 2009

Escalation Commlog

ticketid in (select ticketid from ticket where status<> 'CLOSED' and commlogentry is null and lastcommdate in(select lastcommdate from ticket where lastcommdate<(select max(createdate) from commlog where ownerid in (select ticketuid from ticket)))


ticketid in (select ticketid from ticket where status<> 'CLOSED' and lastcommdate in(select lastcommdate from ticket where lastcommdate AND TIMESTAM<(select max(createdate and TIMESTAMP) from commlog where ownerid in (select ticketuid from ticket))) Escalation points point 1 condition : class= 'SR' point 2: condition: clasee = 'INCIDENT' point 3 condition: class= 'PROBLEM'

update ticket set lastcommdate=sysdate where ticketid in( select ticketid from ticket
where lastcommdate<(select(max(crdate)) from comlog
where ownerid in (select ticketuid from ticket)))

Tuesday:


select crdate, ownerid from comlog where crdate in (select max(crdate) from comlog group by own
erid)
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1 comment:

  1. apprenantDecember 27, 2013 at 4:58 AM

    Hi Suri,


    Thanks for all the helpful tutorials, exactly what i am searching for . I have a question, which may look out of this context.

    In my workflow i would like to route a Service request to different assignee/groups based on the classifications. I have 4 levels of classifications (300+ in total), and i would like to map the service requests among 5 groups.

    What would the better approach i can implement??

    ReplyDelete

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