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SD 4.5 sql query - escalated to the Incident Manager

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Anwar Sadath K.
Frequent Contributor.

SD 4.5 sql query - escalated to the Incident Manager

Please help form sql query to:
determine service calls registered that gets escalated to the Incident Manager
5 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: SD 4.5 sql query - escalated to the Incident Manager

Hi there,

This depends what you mean by "escalated to": do you mean that at any point in the calls life it was assigned to the Incident manager?

If so then try:

select * from v_analyzed_data_service_call where
assigned_to_person_name = '
If not can you explain what does mean it was escalated to the incidnet manager.

Hope this helps, Ruth
http://www.teamultra.net
Anwar Sadath K.
Frequent Contributor.

Re: SD 4.5 sql query - escalated to the Incident Manager

Escalation is via email for us.

We have db rules where for example - we sent out an email notification to incident manager for every service call that has crossed the deadline by say 6 hrs & is of priority P4.
=> one workaround is to look at service calls whose closure is greater than 6hrs from the dealine. But this makes it hardcoded in a way. For instance if we update the db rules, the query will have to be redone.

We would prefer if there was a way to know(some table/view data) if the db rule was triggered against a particular service call (ie. if there was some data indicating whether a service call initiated a db rule action).

Hope you can help us in getting the right solution.
Ruth Porter
Acclaimed Contributor.

Re: SD 4.5 sql query - escalated to the Incident Manager

Hi there,

As far as I know you can say "this rule was triggered" but if you add a custom field you could update it when teh rule triggers.

For example, have a custom code field, call it something like Escalation Level and assign it values such as first, second, third etc.

Then add an update data action to your rule to set the relevant Escalation level.

Then you can report on that

Hope this helps, Ruth
http://www.teamultra.net
Ruth Porter
Acclaimed Contributor.

Re: SD 4.5 sql query - escalated to the Incident Manager

Sorry - that should have read:

As far as I know you canNOT say

I type too fast!
Ruth
http://www.teamultra.net
Anwar Sadath K.
Frequent Contributor.

Re: SD 4.5 sql query - escalated to the Incident Manager

Hi Ruth,
One of the perfect solutions would be for us to add the custom field as suggested by you. But at this point in time we donâ t want to perform any DDL on the database. Are there any other ways we could get these data.