Results for “csy_response_resolutions”

AI-generated from documented ETRM metadata — verify critical details on the linked pages.

Overview

CSY_RESPONSE_RESOLUTIONS is a Service (CS) module table in Oracle E-Business Suite 12.1.1 and 12.2.2 that stores summarized service request activity by agent and by group. Rather than holding transaction-level service request rows, it holds pre-aggregated counts and elapsed-time buckets that describe how a given agent or group performed on a given summary date. The three core measures documented for this table are backlog position for the agent or group, the number of service requests responded to, and the number of service requests resolved. Because it is a summary table, it is typically populated by a concurrent program or collection process and read by reporting and dashboard queries rather than by online transaction forms.

The ETRM metadata classifies this object heuristically as standalone under a Data Vault lens, meaning no foreign-key relationships were mined from its structure to other tables. In modeling terms this is best treated as a satellite-style aggregate: the combination of SUMMARY_DATE, OWNER_TYPE, OWNER_GROUP_ID, INCIDENT_OWNER_ID, and INCIDENT_SEVERITY_ID acts as the descriptive grain, with the response and resolution counters as the measurable payload. The absence of enforced referential dependencies is consistent with a denormalized reporting table that is rebuilt rather than maintained through referential integrity.

Key Information Stored

The table documents 31 columns. The most significant are the key dimensions and the aggregated measures.

• SUMMARY_DATE — the calendar date to which the summarized metrics apply; forms part of the primary key.
• OWNER_TYPE — distinguishes whether the row summarizes an agent or a group scope.
• OWNER_GROUP_ID — the resource group identifier for the summary; this is the column most frequently referenced in user searches for owner_group_id.
• INCIDENT_OWNER_ID — the agent (resource) associated with the summary row.
• INCIDENT_SEVERITY_ID — the severity classification of the service requests being summarized.
• TOTAL_REQUESTS_RESPONDED / TOTAL_REQUESTS_RESOLVED — counts of service requests responded to and resolved.
• BEGINNING_BACKLOG / ENDING_BACKLOG — opening and closing backlog positions for the agent or group.
• TOTAL_SR_ASSIGNED / TOTAL_SR_REASSIGNED_TO_OTHERS — assignment and reassignment volumes.
• TOTAL_RESPONSE_TIME / TOTAL_RESOLVE_TIME — aggregate elapsed time for response and resolution.
• Wait-time buckets such as TOTAL_WAIT_ON_AGENT_RESP, TOTAL_WAIT_ON_OTHERS_RESP, TOTAL_WAIT_ON_AGENT_RESL, TOTAL_WAIT_ON_INT_ORG_RESL, TOTAL_WAIT_ON_EXT_ORG_RESL, TOTAL_WAIT_ON_SUPPORT_RESL, and TOTAL_WAIT_ON_CUSTOMER_RESL — decompose total elapsed time by responsible party.
• TOTAL_RESP_SLA_MISSED / TOTAL_RESL_SLA_MISSED — SLA breach counters for response and resolution.
• Audit columns including LAST_UPDATE_DATE, CREATION_DATE, CREATED_BY, LAST_UPDATED_BY, and REQUEST_ID — standard WHO columns tracking population and change.

The surrogate primary key is CSY_RESPONSE_RESOLUTIONS_PK, defined over SUMMARY_DATE, OWNER_TYPE, OWNER_GROUP_ID, INCIDENT_OWNER_ID, and INCIDENT_SEVERITY_ID. A unique index, CSY_RESPONSE_RESOLUTIONS_U1, is defined over OWNER_TYPE, SUMMARY_DATE, INCIDENT_OWNER_ID, OWNER_GROUP_ID, and INCIDENT_SEVERITY_ID — the same column set in a different order, confirming the natural business key of the aggregate.

Common Use Cases and Queries

The primary use is performance reporting on service desk throughput. Typical scenarios include measuring daily response and resolution volumes per agent, tracking backlog trends per group, and monitoring SLA miss rates by severity. A representative query filtering by the searched column would be:

• SELECT SUMMARY_DATE, INCIDENT_OWNER_ID, TOTAL_REQUESTS_RESPONDED, TOTAL_REQUESTS_RESOLVED, ENDING_BACKLOG FROM CSY_RESPONSE_RESOLUTIONS WHERE OWNER_GROUP_ID = :group_id AND SUMMARY_DATE BETWEEN :from_date AND :to_date ORDER BY SUMMARY_DATE;
• Aggregating SLA misses per severity: SELECT INCIDENT_SEVERITY_ID, SUM(TOTAL_RESP_SLA_MISSED), SUM(TOTAL_RESL_SLA_MISSED) FROM CSY_RESPONSE_RESOLUTIONS WHERE SUMMARY_DATE = :run_date GROUP BY INCIDENT_SEVERITY_ID;
• Backlog trending by group using BEGINNING_BACKLOG and ENDING_BACKLOG over a date range.

Related Objects

Because the object is classified as standalone, no enforced foreign keys are documented. Conceptually, the key columns align to standard Service resource and service request reference data. The most significant related objects and their join columns are:

• CS_SERVICE_REQUEST_TYPES / service request base tables — source of the underlying transactions that are summarized, joined indirectly by date and owner.
• JTF_RS_GROUPS_VL / JTF_RS_GROUPS_B — group reference data, joined on OWNER_GROUP_ID.
• JTF_RS_RESOURCE_EXTNS / JTF_RS_EMPLOYEES_V — agent reference data, joined on INCIDENT_OWNER_ID.
• CS_INCIDENTS_ALL_B — service request header, the originating entity behind the counters.
• CS_INCIDENT_SEVERITIES / lookup views — severity reference, joined on INCIDENT_SEVERITY_ID.
• FND_CONCURRENT_REQUESTS / FND_CONCURRENT_PROGRAMS — populated via the PROGRAM_ID and REQUEST_ID columns, useful for tracing the collection run that produced each summary row.