| Table Name: | case |
| Table Number: | 0 |
| Group: | Support |
| Description: | Main case object, contains details of service call information |
| Flags: | CACHEOBJIDS, ALLOW_FLEX |
| Baseline/Custom: | Baseline |
| Field Name | Common Type | Database Type | Generic Field ID | Array Size | Default | Flags | Comment | Field Used in Views |
|---|---|---|---|---|---|---|---|---|
| alt_address | CHAR | varchar | 200 | Alternate site address. Reserved; custom | ||||
| alt_city | CHAR | varchar | 30 | Alternate site city. Reserved; custom | ||||
| alt_e_mail | CHAR | varchar | 80 | Alternate contact email address. Reserved; custom | ||||
| alt_fax_number | CHAR | varchar | 20 | Alternate contact fax number. Reserved; custom | ||||
| alt_first_name | CHAR | varchar | 30 | Alternate contact first name. Reserved; custom | ||||
| alt_last_name | CHAR | varchar | 30 | Alternate contact last name. Reserved; custom | ||||
| alt_phone | CHAR | varchar | 20 | Case alternate phone number. Reserved; custom | ||||
| alt_phone_num | CHAR | varchar | 20 | The alternate phone number for the contact | Search (2) | |||
| alt_prod_serial | CHAR | varchar | 30 | Serial number for alternate product. Reserved; custom | ||||
| alt_site_name | CHAR | varchar | 80 | Alternate site name. Reserved; custom | ||||
| alt_state | CHAR | varchar | 30 | Alternate site state. Reserved; custom | ||||
| alt_zipcode | CHAR | varchar | 20 | Alternate site zip or other postal code. Reserved; custom | ||||
| arch_ind | LONG | int | DIRECT, ALLOW_NULL | When set to 1, indicates the object is ready for purge/archive | ||||
| case_history | CHAR | text | 23 | ALLOW_NULL, CHANGE_FIELD, DONT_DISTR_TO_CLIENT, DONT_DISTR_TO_SERVER | The multi-line field that contains the history of the case | |||
| case_sup_type | CHAR | varchar | 2 | Level of support customer is eligible for. Reserved; not used | ||||
| case_type_lvl1 | CHAR | varchar | 40 | Multi-level case type - level1. This is a user-defined popup | ||||
| case_type_lvl2 | CHAR | varchar | 40 | Multi-level case type - level2. This is a user-defined popup | ||||
| case_type_lvl3 | CHAR | varchar | 40 | Multi-level case type - level3. This is a user-defined popup | ||||
| cclist1 | CHAR | varchar | 44 | 255 | Recipient on carbon copy list 1 | Search (1) | ||
| cclist2 | CHAR | varchar | 45 | 255 | Recipient on carbon copy list 2 | Search (1) | ||
| creation_time | CLK_TIME | datetime | 1 | The date and time the case was created | Search (21) | |||
| cure_code | CHAR | varchar | 10 | Problem cure code. Reserved; custom | ||||
| customer_code | CHAR | varchar | 20 | Customer classification code. Reserved; custom | ||||
| customer_satis | LONG | int | DIRECT | Check indicates a customer satisfaction issue to be reviewed. Reserved; not used | ||||
| dev | LONG | int | 151 | 1 | DIRECT, ALLOW_NULL | Row version number for mobile distribution purposes | ||
| dist | LONG | int | DIRECT | Used by ELINK to indicate extrnal creation source of case | Search (1) | |||
| DOA_check_box | LONG | int | DIRECT | Check indicates part was dead on arrival. Reserved; custom | ||||
| fcs_cc_notify | LONG | int | DIRECT | Reserved; not used | ||||
| forward_check | LONG | int | DIRECT | Checked indicates forward operation tried | ||||
| hangup_time | CLK_TIME | datetime | The date and time the initial case phone call was completed; recorded when dispatch or hang up command is executed | |||||
| id_number | CHAR | varchar | 4 | 255 | Unique case number assigned based on auto-numbering definition | Search (40) | ||
| internal_case | LONG | int | DIRECT | Reserved; not used | ||||
| is_supercase | LONG | tinyint | 0 | DIRECT | Indicates whether the case is a super or a victim case; i.e., 0=normal or victim case, 1=supercase | Search (16) | ||
| keywords | CHAR | varchar | 255 | Keywords for the case; used with FTS | ||||
| modify_stmp | CLK_TIME | datetime | 48 | CHANGE_DATE | The date and time when object was last saved | Search (1) | ||
| msg_wait_count | LONG | int | DIRECT | Number of IVR messages waiting. Reserved; not used | ||||
| objid | LONG | int | 3 | DIRECT | Internal record number | Search (68) | ||
| oper_system | CHAR | varchar | 20 | Operating system. Reserved; not used | ||||
| ownership_stmp | CLK_TIME | datetime | 47 | The date and time when ownership changed; reserved, not used | ||||
| payment_method | CHAR | varchar | 30 | Method by which customer will pay for call. Reserved; custom | ||||
| phone_num | CHAR | varchar | 20 | The primary phone number for the contact; copied from contact object | Search (1) | |||
| pickup_ext | CHAR | varchar | 8 | The extension phone number of the employee taking the call which is used for ACD routing of the case information | ||||
| prob_ref_array | ARRAY | 1 | 0 | DIRECT, BINARY | Associated binary array object | Search (68) | ||
| ref_number | CHAR | varchar | 80 | Reference number; e.g., credit card #, check #, etc.; for payment method. Reserved; custom | ||||
| reply_state | LONG | int | DIRECT | State of customer reply; i.e., 0=no first replay, 1=first reply done. Reserved; not used | ||||
| reply_wait_count | LONG | int | DIRECT | Number of IVR messages waiting. Reserved; not used | ||||
| server_status | CHAR | varchar | 2 | Call server status. Reserved; custom | ||||
| service_id | CHAR | varchar | 30 | Service or support ID number. Reserved; not used | ||||
| site_time | CLK_TIME | datetime | Reserved; not used | |||||
| support_msg | CHAR | varchar | 80 | Details of support coverage. Reserved; not used | ||||
| support_type | CHAR | varchar | 2 | Type of support the case site/contact is eligible for. Reserved; custom | ||||
| symptom_code | CHAR | varchar | 10 | Problem symptom code. Reserved; not used | ||||
| title | CHAR | varchar | 2 | 80 | Case or service call title; summary of case details | Search (30) | ||
| topics_title | CHAR | varchar | 255 | Filled in automatically for ESS cases received through ClearServer. Reserved; custom | ||||
| warranty_flag | CHAR | varchar | 2 | Indicates whether the case subject is covered under warranty. Reserved; custom | ||||
| yank_flag | LONG | int | DIRECT | Reserved; not used |
| Relation | Type | Target Object | Inverse Relation | Comment | Flags | MTM Table | Used in Views | Set Name | Type ID Stored in | Objid Stored In |
|---|---|---|---|---|---|---|---|---|---|---|
| Exclusive Set Relations | ||||||||||
| case_acd2acd_call | OTM | acd_call | acd_call_case2case | ACD info; if case came through ACD | ||||||
| case_act2act_entry | OTM | act_entry | act_entry2case | Activity log entries for the case | ||||||
| case2address | MTO | address | address2case | Reporting site address | Search (3) | |||||
| case2appt | OTM | appointment | appt2case | Appointment record of installed part service interuption | ||||||
| case2blg_argmnt | MTO | blg_argmnt | blg_argmnt2case | Billing arrangement used by a case | Search (1) | |||||
| role_for2cas_cas_role | OTM | cas_cas_role | role_for2case | Roles received from other cases | ||||||
| player2cas_cas_role | OTM | cas_cas_role | player2case | Roles played for other cases | ||||||
| super2case | OTM | case | case_victim2case | Other cases belonging to the case | ||||||
| case_victim2case | MTO | case | super2case | Super case owner of the case | Search (6) | |||||
| last_close2close_case | OTOF | close_case | last_close2case | Last close case object related to the case | ||||||
| case_cmit2commit_log | OTM | commit_log | case_commit2case | Commitments for the case | ||||||
| case_state2condition | OTOP | condition | case_condition2case | The condition of the case | Search (31) | |||||
| case_reporter2contact | MTO | contact | caller2case | Reporting customer contact for the case | Search (30) | |||||
| alt_contact2contact | MTO | contact | case_alt_contact2case | Alternate contact for the case | Search (1) | |||||
| entitle2contr_itm | MTO | contr_itm | entitle2case | Contract item that entitles service | ||||||
| case2order | MTO | contract | order2case | Order related to the case | ||||||
| entitlement2contract | MTO | contract | contract2case | Contract for part that caller is reporting | Search (2) | |||||
| caseinfo2demand_hdr | OTM | demand_hdr | caseinfo2case | Part request headers generated for the case | ||||||
| case_onsite2disptchfe | OTM | disptchfe | disptchfe2case | Field engineer dispatches related to the case | ||||||
| case_attch2doc_inst | OTM | doc_inst | doc_inst2case | Documents related to the case | ||||||
| case_email2email_log | OTM | email_log | case_email2case | Email logs for the case | ||||||
| case_empl2employee | MTO | employee | creator2case | Employee who created the case. Reserved; obsolete | Search (1) | |||||
| case_escal2escalation | OTM | escalation | case_escalate2case | Reserved; obsolete | ||||||
| case2exchange | OTM | exchange | exchange2case | Exchanges using the case | ||||||
| case2fa_case | OTM | fa_case | fa_case2case | |||||||
| case_info2fcs_detail | OTM | fcs_detail | used_by2case | Reserved; custom | ||||||
| case_info2fcs_header | OTM | fcs_header | req_by2case | Reserved; custom | ||||||
| case2fin_accnt | MTO | fin_accnt | fin_accnt2case | Financial account used by a case | Search (1) | |||||
| calltype2gbst_elm | MTO | gbst_elm | call_type2case | Call type of case: This is a Clarify-defined pop up list | Search (11) | |||||
| respprty2gbst_elm | MTO | gbst_elm | resp_priority2case | Response priority of case: This is a Clarify-defined pop up list | Search (11) | |||||
| respsvrty2gbst_elm | MTO | gbst_elm | resp_severity2case | Response severity of case: This is a Clarify-defined pop up list | Search (13) | |||||
| casests2gbst_elm | MTO | gbst_elm | case_status2case | Case status: This is a Clarify-defined pop up list | Search (24) | |||||
| case2hint_inst | OTM | hint_inst | hint_info2case | Diagnostic hint instances for the case. Reserved; not used | ||||||
| case2interact | OTM | interact | interact2case | Interactions referencing the case | ||||||
| case_orig2job | OTM | job | job_result2case | Reserved; future | ||||||
| case2keyphrase | MTM | keyphrase | keyphrase2case | Keyphrases related to case part. Reserved; not used | mtm_case37_ keyphrase6 | |||||
| case2life_cycle | MTO | life_cycle | cycle2case | Reserved; future | ||||||
| case_prt2part_info | MTO | mod_level | case_cat_part2case | Problem part revision selected for the case | Search (1) | |||||
| de_prt2part_info | MTO | mod_level | de_cat_part2case | Catalog (generic) part selection for case (DE) part | ||||||
| case_view2monitor | MTM | monitor | monitor2case | Reserved; obsolete | mtm_case34_ monitor6 | |||||
| case_notes2notes_log | OTM | notes_log | case_notes2case | Case notes logs | ||||||
| case_exps2onsite_log | OTM | onsite_log | case_onsite2case | Case T&E logs | ||||||
| task2opportunity | MTO | opportunity | opp2case | Reserved; future | ||||||
| case2part_event | MTM | part_event | part_event2case | The part events for which the case was opened | mtm_case54_ part_event0 | |||||
| case2part_used | OTM | part_used | part_used2case | Part used objects created as a result of the case | ||||||
| case2pay_channel | MTO | pay_channel | pay_channel2case | Pay channel used by a case | Search (1) | |||||
| case_phone2phone_log | OTM | phone_log | case_phone2case | Case phone logs | ||||||
| case_logic2prog_logic | MTO | prog_logic | prog_logic2case | Internal logic which determines applicable solution/workaround. Reserved; not used | ||||||
| case_prevq2queue | MTO | queue | prevq2case | Used to record which queue case was accepted from; for temporary accept | ||||||
| case_currq2queue | MTO | queue | currq2case | The queue the case is currently dispatched to | Search (10) | |||||
| case2r_rqst | OTM | r_rqst | r_rqst2case | Routing requests for the case | route_for | source_type | source_lowid | |||
| reason2reject_msg | OTOF | reject_msg | reject_reason2case | Reasons for rejecting the case | ||||||
| case_rsrch2resrch_log | OTM | resrch_log | case_resrch2case | Case research logs | ||||||
| case_rip2ripbin | MTO | ripbin | case_ripbin2case | Reserved; obsolete | Search (1) | |||||
| case_info2rpn | OTM | rpn | rpn2case_info | Case information for remote problem notification handler. Reserved | ||||||
| case2scr_run | OTM | scr_run | scr_run2case | Call scripts run from the case | ||||||
| case_reporter2site | MTO | site | cust_loc2case | Reporting customer site | Search (29) | |||||
| case_distr2site | MTO | site | seller2case | Reseller site related to the case | Search (1) | |||||
| covrd_ppi2site_part | MTO | site_part | selected_prd2case | Service-entitled part for case | ||||||
| case_prod2site_part | MTO | site_part | site_part2case | Installed part the caller is calling about | Search (5) | |||||
| case_node2site_part | MTO | site_part | sitprtnode2case | System-level installed part for case | ||||||
| de_product2site_part | MTO | site_part | sitprtde2case | Installed part used for diagnosis | ||||||
| case2status_chg | OTM | status_chg | case_status_chg2case | Status changes for the case | ||||||
| case2subcase | OTM | subcase | subcase2case | Subcases originated from the case | ||||||
| chk_onhold2svc_intrup | OTM | svc_intrup | cust_hold_info2case | Reserved; obsolete | ||||||
| case2tag | MTM | tag | tag2case | USER_DEFINED | mtm_case71_ tag0 | |||||
| case2topic | OTM | topic | topic2case | Interaction topic related to case | interaction_for | focus_type | focus_lowid | |||
| case2trans_record | OTM | trans_record | trans_record2case | Related extract data for the case | ||||||
| case_owner2user | MTO | user | curr_owner2case | User that owns the case | Search (24) | |||||
| case_originator2user | MTO | user | originator2case | User that originated the case | Search (1) | |||||
| case_wip2wipbin | MTO | wipbin | wipbin2case | The WIPbin the case is accepted into | Search (11) | |||||
| case_soln2workaround | MTO | workaround | solution2case | Workaround that is applicable to the case | Search (6) | |||||
| Index Name | Fields | Flags |
|---|---|---|
| case_index | id_number | UNIQUE |
| Index Name | Fields | Additional Information |
|---|---|---|
| case_index | id_number | nonclustered, unique located on PRIMARY |
| co2u0000 | case_originator2user, case2address | nonclustered located on PRIMARY |
| cs2w0000 | case_soln2workaround | nonclustered located on PRIMARY |
| ind_case_creation_time | creation_time | nonclustered located on PRIMARY |
| ind_case_currq2queue | case_currq2queue, objid | nonclustered, unique located on PRIMARY |
| ind_case_owner2user | case_owner2user, case_wip2wipbin | nonclustered located on PRIMARY |
| ind_case_prod2site_part | case_prod2site_part | nonclustered located on PRIMARY |
| ind_case_reporter2contact | case_reporter2contact | nonclustered located on PRIMARY |
| ind_case_reporter2site | case_reporter2site | nonclustered located on PRIMARY |
| ind_case_state2condition | case_state2condition | nonclustered located on PRIMARY |
| ind_case_title | title | nonclustered located on PRIMARY |
| ind_case_victim2case | case_victim2case | nonclustered located on PRIMARY |
| ind_case_wip2wipbin | case_wip2wipbin, objid | nonclustered, unique located on PRIMARY |
| ind_casests2gbst_elm | casests2gbst_elm | nonclustered located on PRIMARY |
| ind_entitle2contr_itm | entitle2contr_itm | nonclustered located on PRIMARY |
| ind_entitlement2contract | entitlement2contract | nonclustered located on PRIMARY |
| objindex | objid | clustered, unique located on PRIMARY |
| case | |||