docs for schema/column definitions of SNOW tables

[MultazimD]

Hi,

Where can I get docs for schema/column definitions of below SNOW tables. 

sn_customerservice_case

sn_customerservice_escalation

sn_customerservice_u_case_esc_sla

incident

incident_sla

I am working on some Analytics on Historical customer service related data and might need to see definitions of more tables in future to accurately understand what data each column contains.

[lauri457]

The columns are defined on-platform in table [sys_dictionary]. incident_sla for example is just a database view of task_sla and incident and will join these two tables together.

[MultazimD]

Thanks for the reply. Sorry I am completely new to SNOW. So have lots of questions.

1) I won't be allowed direct access to database, so how to see the column definitions from SNOW UI itself? Is there a dedicated section just to see these definitions?

2) We want to calculate SLO Breakdown by a specific Assignment group and we need following data to calculate it accurately. In which table, can I find below information?

a. Historical changes to assignee of a Case or Sub Escalation - Basically we need name of the previous and current assignee and time when it was changed so that we can calculate time spent per assignee on the Case or Sub Escalation.

c. Date/Time and Assignee on which SLA was breached.

[Ankur Bawiskar]

@MultazimD 

everything is available in docs for these tables and what they are being used for

-> sn_customerservice_case (OOTB table to store CSM Case)

-> sn_customerservice_escalation (OOTB table to store Escalations related to CSM Case)

-> incident (OOTB table to store incidents raised by end users)

-> incident_sla (OOTB Database view table joining incident and task_sla table)

-> sn_customerservice_u_case_esc_sla (Seems to be a custom table or a database view table in your instance)

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[MultazimD]

Thank you for the reply. Sorry I am new to SNOW so have lots of questions. 

a) I won't be allowed direct access to database, So is there a dedicated section in SNOW UI to just see the column definitions of these tables?

b) We want to calculate SLO breakdown by a specific assignment group and we need following data to calculate it accurately. 

1. Historical changes to assignee - Names of current and previous assignee & time when assignee change happened so that we can calculate time spent per assignee on the Case or Sub ESC 

2. Date/Time and assignee on which SLA was breached