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Merge pull request #1 from RootITUp/feature/kpis_integration
 ⬆️v1.0
2 parents 836981e + ff9d0d4 commit ec56e20

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‎.gitattributes‎

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*.pbix filter=lfs diff=lfs merge=lfs -text

‎README.md‎

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# adesso.Matrix42.PowerBI
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## Requirements
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This project requires Git Large File Storage (LFS). Please ensure you have it installed and configured in your Git environment.
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```powershell
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git lfs install
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```

‎adesso_se_matrix42_analytics.pbix‎

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version https://git-lfs.github.com/spec/v1
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oid sha256:ff98c3410f91e847e44999f260cd94b144569ee0a5b59f4ff10c02214125d23c
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size 111801841

‎adesso_se_matrix42_detailed_analytics.pbix‎

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version https://git-lfs.github.com/spec/v1
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oid sha256:339ff70faed8e3295758dbf0de484d0c02ee382500dac2f0ba02a9054d8c4865
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size 135544138

‎matrix42/active_agents.sql‎

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WITH ParticipatingRoles(TicketObjectId, ValidFrom, RoleId) AS (
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/*
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1. HISTORY OF ROLE ASSIGNMENTS
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Reconstructs the timeline of which Role was assigned to a ticket and when.
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Parses XML 'SolutionParams' to find the Target Role ID.
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*/
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SELECT
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[Expression-ObjectID],
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CreatedDate,
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-- Extract Role ID from XML for Ticket Creation
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TRY_CAST(SolutionParams AS XML).value(
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'(/parameters/JournalEntryParameterBase/FragmentIds/fragmentId)[1]',
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'uniqueidentifier'
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)
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FROM
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SPSActivityClassUnitOfWork AS CreateJournal
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WHERE
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ActivityAction = 1
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OR ActivityAction = 19 -- Ticket Creation (Service Desk/SSP) [18 from mail does not expose recipient role!]
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UNION
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SELECT
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[Expression-ObjectID],
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CreatedDate,
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-- Extract Role ID from XML for Forwarding
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TRY_CAST(SolutionParams AS XML).value(
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'(/parameters/JournalEntryParameterBase/FragmentIds/fragmentId)[1]',
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'uniqueidentifier'
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)
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FROM
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SPSActivityClassUnitOfWork AS ForwardJournal
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WHERE
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ActivityAction = 3 -- Forward to Role
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OR ActivityAction = 30 -- Forward to Role & User
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UNION
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SELECT
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[Expression-ObjectID],
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CreatedDate,
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-- Extract New Role ID from XML for Role Changes (Node [2] is usually the 'New' value)
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TRY_CAST(SolutionParams AS XML).value(
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'(/parameters/JournalEntryParameterBase/FragmentIds/fragmentId)[2]',
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'uniqueidentifier'
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)
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FROM
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SPSActivityClassUnitOfWork AS ChangeJournal
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WHERE
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ActivityAction = 74 -- Change Assigned Role
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),
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PaddedParticipatingRoles(TicketObjectId, ValidFrom, RoleId) AS (
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/*
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2. PAD ROLE HISTORY
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Adds a fallback entry for tickets that never had their role changed and no creation journal exists.
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Uses the Ticket's RecipientRole as the initial role assignment date.
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*/
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SELECT
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[Expression-ObjectID],
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COALESCE(
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MAX(ParticipatingRoles.ValidFrom),
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Ticket.CreatedDate
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),
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Ticket.RecipientRole
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FROM
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ParticipatingRoles
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INNER JOIN SPSActivityClassBase AS Ticket ON ParticipatingRoles.TicketObjectId = Ticket.[Expression-ObjectID]
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WHERE
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Ticket.RecipientRole IS NOT NULL
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GROUP BY
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[Expression-ObjectID],
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Ticket.CreatedDate,
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Ticket.RecipientRole
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),
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AgentInteractions(
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TicketObjectId,
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CreatedDate,
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Creator
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) AS (
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/*
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3. AGENT ACTIVITY
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Filters the journal for specific manual actions (Edits, Emails, Closures)
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performed by agents within the last 3 years.
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*/
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SELECT
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Ticket.[Expression-ObjectID],
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Journal.CreatedDate,
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Journal.Creator
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FROM
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dbo.SPSActivityClassUnitOfWork AS Journal
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INNER JOIN dbo.SPSActivityClassBase AS Ticket ON Journal.[Expression-ObjectID] = Ticket.[Expression-ObjectID]
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WHERE
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Journal.Creator IS NOT NULL
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AND Journal.CreatedDate >= DATEADD(year, -3, GETDATE())
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AND Journal.ActivityAction IN (
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-- 4: Editing/Taking over a Ticket
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-- 7: Accepting a Ticket
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-- 8: Closing a Ticket
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-- 9, 33, 34: Merging a Ticket
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-- 11: Sending an E-mail
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-- 66: Ticket to Incident Transformation
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-- 67: Ticket to Service Request Transformation
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-- 68: Incident to Service Request Transformation
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-- 69: Service Request to Incident Transformation
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-- 82 + 83: Pausing a Ticket
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-- 84: Resolving a Ticket
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4,
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7,
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8,
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9,
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11,
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33,
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34,
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66,
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67,
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68,
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69,
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82,
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83,
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84
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)
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AND (
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Ticket.UsedInTypeSPSActivityTypeTicket IS NOT NULL
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OR Ticket.UsedInTypeSPSActivityTypeIncident IS NOT NULL
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OR Ticket.UsedInTypeSPSActivityTypeServiceRequest IS NOT NULL
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)
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),
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RankedRolesPerInteraction AS (
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/*
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4. MATCH INTERACTION TO ACTIVE ROLE
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Joins interactions with role history.
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Uses ROW_NUMBER to find the MOST RECENT role assignment relative to the interaction date.
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*/
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SELECT
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AgentInteractions.TicketObjectId,
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AgentInteractions.CreatedDate AS InteractionDate,
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AgentInteractions.Creator,
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Roles.RoleId,
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-- Rank 1 is the most recent role assignment before the interaction happened
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ROW_NUMBER() OVER (
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PARTITION BY AgentInteractions.TicketObjectId,
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AgentInteractions.CreatedDate,
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AgentInteractions.Creator
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ORDER BY
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Roles.ValidFrom DESC
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) AS RoleRank
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FROM
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AgentInteractions
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INNER JOIN PaddedParticipatingRoles AS Roles ON AgentInteractions.TicketObjectId = Roles.TicketObjectId
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WHERE
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-- Ensure we only look at roles assigned BEFORE or AT the same time as the interaction
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Roles.ValidFrom <= AgentInteractions.CreatedDate
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AND -- This is an unlucky case where RoleId extraction might fail; we exclude NULLs here => Might falsify results slightly
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Roles.RoleId IS NOT NULL
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)
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/*
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5. FINAL OUTPUT
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Filters for Rank 1 to retrieve only the single active role for that specific interaction.
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*/
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SELECT
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CAST(InteractionDate AS date) AS [Date],
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Creator AS UserId,
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RoleId,
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COUNT(*) AS JournalInteractions
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FROM
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RankedRolesPerInteraction
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WHERE
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RoleRank = 1
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GROUP BY
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CAST(InteractionDate AS date),
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Creator,
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RoleId
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ORDER BY
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-- Optional: Sorts by date descending, then by Creator and RoleId to improve readability
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[Date] DESC,
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[Creator],
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[RoleId];

‎matrix42/install.sql‎

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-- 1. Populate the Calendar table with dates from 2010-01-01 to 2099-12-31
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BEGIN TRANSACTION;
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SET DATEFIRST 1;
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-- Clear any existing data (if any)
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PRINT 'Clearing Calendar table...';
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DELETE FROM dbo.Ud_CalendarDateSeries;
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-- Populate the table with dates from 2010-01-01 to 2099-12-31
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PRINT 'Populating Calendar table...';
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DECLARE @StartDate DATE = '2010-01-01';
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DECLARE @EndDate DATE = '2099-12-31';
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DECLARE @NumberOfDays INT = DATEDIFF(day, @StartDate, @EndDate);
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-- Use a recursive CTE to generate a sequence of numbers from 0 to @NumberOfDays.
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;WITH NumberSequence(n) AS (
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SELECT 0
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UNION ALL
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SELECT n + 1 FROM NumberSequence WHERE n < @NumberOfDays
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)
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INSERT INTO dbo.Ud_CalendarDateSeries ([Value], [Ud_Date], [Ud_WeekDayNumber])
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SELECT
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n,
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DATEADD(day, n, @StartDate),
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DATEPART(weekday, DATEADD(day, n, @StartDate))
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FROM
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NumberSequence
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OPTION (MAXRECURSION 0); -- Required to allow recursion beyond the default 100 level limit.
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PRINT 'Table dbo.Ud_CalendarDateSeries populated successfully.';
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COMMIT;
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-- 2. Add a non-clustered index on WeekDayNumber for fast filtering and joins
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IF NOT EXISTS (SELECT * FROM sys.indexes WHERE name = 'IX_Ud_CalendarDateSeries_WeekDayNumber' AND object_id = OBJECT_ID('dbo.Ud_CalendarDateSeries'))
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BEGIN
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CREATE NONCLUSTERED INDEX IX_Ud_CalendarDateSeries_WeekDayNumber
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ON dbo.Ud_CalendarDateSeries (Ud_WeekDayNumber);
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PRINT 'Created non-clustered index on WeekDayNumber.';
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END;
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-- 3. Add a non-clustered index on Date for fast filtering and joins
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IF NOT EXISTS (SELECT * FROM sys.indexes WHERE name = 'IX_Ud_CalendarDateSeries_Date' AND object_id = OBJECT_ID('dbo.Ud_CalendarDateSeries'))
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BEGIN
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CREATE NONCLUSTERED INDEX IX_Ud_CalendarDateSeries_Date
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ON dbo.Ud_CalendarDateSeries (Ud_Date);
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PRINT 'Created non-clustered index on Date.';
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END;

‎matrix42/participating_roles.sql‎

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WITH ParticipatingRoles(TicketObjectId, ValidFrom, RoleId) AS (
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SELECT
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[Expression-ObjectID],
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CreatedDate,
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TRY_CAST(SolutionParams AS XML).value(
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'(/parameters/JournalEntryParameterBase/FragmentIds/fragmentId)[1]',
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'uniqueidentifier'
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)
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FROM
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SPSActivityClassUnitOfWork AS CreateJournal
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WHERE
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ActivityAction = 1 -- Ticket Creation in Service Desk
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OR ActivityAction = 19 -- Ticket Creation in Self Service Portal
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UNION
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SELECT
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[Expression-ObjectID],
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CreatedDate,
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TRY_CAST(SolutionParams AS XML).value(
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'(/parameters/JournalEntryParameterBase/FragmentIds/fragmentId)[1]',
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'uniqueidentifier'
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)
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FROM
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SPSActivityClassUnitOfWork AS ForwardJournal
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WHERE
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ActivityAction = 3 -- Forward to Role
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OR ActivityAction = 30 -- Forward to Role AND User
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UNION
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SELECT
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[Expression-ObjectID],
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CreatedDate,
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TRY_CAST(SolutionParams AS XML).value(
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'(/parameters/JournalEntryParameterBase/FragmentIds/fragmentId)[2]',
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'uniqueidentifier'
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)
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FROM
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SPSActivityClassUnitOfWork AS ChangeJournal
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WHERE
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ActivityAction = 74 -- Change Assigned Role From Old -> New
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UNION
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SELECT
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[Expression-ObjectID],
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COALESCE(ClosedDate, GETDATE()),
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RecipientRole
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FROM
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SPSActivityClassBase
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WHERE
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RecipientRole IS NOT NULL
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)
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SELECT
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*
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FROM
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ParticipatingRoles
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ORDER BY
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TicketObjectId,
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ValidFrom ASC;

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