The Financial Services Operations (FSO) product provides multiple tables that you can leverage within your custom FSO applications. This section identifies the most frequently used of these tables and defines the fields contained within them.

Consumer [csm_consumer] table

ParameterDescription
active Flag that indicates whether the consumer is active.

Possible values:

  • true: Consumer active
  • false: Consumer de-activated

Data type: Boolean

Default: true
business_phone Business phone number of the consumer.

Data type: String

Maximum length: 40
city City in which the consumer resides.

Data type: String

Maximum length: 100
country Country in which the consumer resides.

Data type: String

Maximum length: 40
date_format Format in which to display dates.

Valid values:

  • dd-mm-yyyy
  • dd/mm/yyyy
  • dd.mm.yyyy
  • mm-dd-yyyy
  • yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)
email Email address of the consumer.

Data type: String

Maximum length: 100
fax Fax number of the consumer.

Data type: String

Maximum length: 40
first_name Consumer first name.

Data type: String

Maximum length: 50
gender Gender of the consumer.

Data type: String

Maximum length: 40
home_phone Home phone number of the consumer.

Data type: String

Maximum length: 40
household Sys_id of the record that describes the household characteristics.

Data type: String

Table: Household [csm_household]
last_name Consumer last name.

Data type: String

Maximum length: 50
middle_name Consumer middle name.

Data type: String

Maximum length: 50
mobile_phone Consumer mobile phone number.

Data type: String

Maximum length: 40
name Consumer full name; first_name+middle_name+last_name.

Data type: String

Maximum length: 152
notes Notes on consumer.

Data type: String

Maximum length: 4,000
notification Indicates whether the consumer should receive notifications.

Valid values:

  • 1: Disabled
  • 2: Enabled

Data type: Number (Integer)

Maximum length: 40

Default: 2
number Unique number associated with the consumer.

Data type: String

Maximum length: 40
photo Photo of the consumer.

Data type: Image
preferred_language Consumer primary language.

Data type: String

Maximum length: 3
prefix Consumer name prefix such as, Dr., Mr., Mrs., or Ms.

Data type: String

Maximum length: 40
primary Flag that indicates whether this is the primary consumer.

Possible values:

  • true: Primary consumer
  • false: Not primary consumer

Data type: Boolean

Default: false
state State in which the consumer resides.

Data type: String

Maximum length: 100
street Consumer street address.

Data type: String

Maximum length: 255
suffix Consumer name suffix such as Jr., Sr., or II.

Data type: String
sys_created_by User that created the consumer record.

Data type: String

Maximum length: 40
sys_created_on Date and time the consumer record was originally created.

Data type: String
sys_domain ServiceNow domain in which the consumer information resides.

Data type: String
sys_id Unique identifier for the consumer.

Data type: String
sys_mod_count Number of times that the associated consumer information has been modified.

Data type: Number (Integer)
sys_updated_by User that last updated the consumer information.

Data type: String

Maximum length: 40
sys_updated_on Date and time when the consumer information was last updated.

Data type: String
time_format Format in which to display time.

Valid values:

  • hh.mm.ss a: hh.mm.ss (12 hour)
  • hh:mm:ss a: hh:mm:ss (12 hour)
  • HH.mm.ss: hh.mm.ss (24 hour)
  • HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: blank (system time format)
time_zone Consumer time zone, such as Canada/Central or US/Eastern.

Data type: String

Maximum length: 40
title Consumer business title such as Manager, Software Developer, or Contractor.

Data type: String

Maximum length: 60
user Sys_id of the consumer user.

Data type: String

Table: Consumer User [csm_consumer_user]
zip Consumer zip code.

Data type: String

Maximum length: 40

Credit Card [sn_bom_credit_card] table

ParameterDescription
account Sys_id of the account record associated with the case. Located in the Account [customer_account] table.

Data type: String
account_number Customer's account number. By default, this is the display value for the record.

Data type: String

Maximum length: 40
accrued_interest Amount of accrued interest on the credit card as of the date it is being viewed.

Data type: Number (Currency)

Maximum length: 20
active Flag that indicates whether the account is active.
Possible values:
  • true: Account is currently active.
  • false: Account is inactive.

Data type: Boolean

Default: true
address Customer address.

Data type: String

Maximum length: 4,000
application_id Unique identifier of the application submitted when applying for the credit card.

Data type: String

Maximum length: 255
apr_card Annual percentage rate for the credit card transactions.

Data type: Number (Integer)

Maximum length: 40
apr_cash Annual percentage rate for cash advances.

Data type: Number (Integer)

Maximum length: 40
balance Total amount charged on the credit card.

Data type: Number (Currency)

Maximum length: 20
base_currency Sys_id of the base currency used by the credit card. Located in the Currency [fx_currency] table.

Data type: String (Reference)
billing_cycle Billing cycle for which statements should be generated, such as 30-days, 60-days, and so on.

Data type: String

Maximum length: 255
bill_due_date Date on which the next payment is due.

Data type: String (Date)

Maximum length: 40
cash_advance_limit Maximum cash advance amount for the credit card.

Data type: Number (Currency)

Maximum length: 20
closure_date Date that the credit card account was closed.

Data type: String (Date)

Maximum length: 40
consumer Sys_id of the associated consumer record. Located in the Consumer [csm_consumer] table.

Data type: String (Reference)
credit_facility_id Unique identifier of the credit facility that is responsible for this credit card account.

Data type: String

Maximum length: 255
customer_class Free-form classification of customers, such as Premier, Standard, or VIP.

Data type: String

Maximum length: 40
document_id Unique identifier of the documents associated with this credit card account in an external document management system.

Data type: String

Maximum length: 255
embossed_name_primary_applicant Name of the primary applicant that is embossed on the credit card.

Data type: String

Maximum length: 255
embossed_name_secondary_applicant Name of the secondary applicant that is embossed on the credit card.

Data type: String

Maximum length: 255
end_date Date on which the credit card account will end.

Data type: String (Date)

Maximum length: 40
expire_date Date on which the associated credit card expires.

Data type: String (Date)

Maximum length: 40
external_id Unique identifier used to cross-reference this credit card account to a record in an external system, such as a credit card insurance ID.

Data type: String

Maximum length: 255
grace_period Number of days that a customer has after the bill_due_date to send in a payment without penalties.

Data type: Number (Integer)

Maximum length: 40
issue_date Date on which the credit card was issued.

Data type: String (Date)

Maximum length: 40
is_lending_insured Flag that indicates whether the account is insured.
Possible values:
  • true: Account is insured.
  • false: Account is not insured.

Data type: Boolean
max_credit_limit Maximum amount that the customer is allowed to charge.

Data type: Number (Currency)

Maximum length: 20
name Full name of the primary holder of the credit card account.

Data type: String

Maximum length: 255
number Case number.

Data type: String

Maximum length: 40
open_date Date when the credit card account was first opened.

Data type: String (Date)

Maximum length: 40
parent_sold_product Sys_id of the parent product associated with this entity. Located in the Sold Product [sn_install_base_sold_product] table.

Data type: String (Reference)
product Sys_id of the of the credit card account fumber for the customer. Located in the Product Model [cmdb_model] table.

Data type: String (Reference)
requested_credit_limit Credit limit requested by the customer.

Data type: Number (Currency)

Maximum length: 20
request_channel Type of communications channel (digital or banker assisted) the customer used to make the credit limit request.

Data type: String

Maximum length: 40
risk_rating Risk associated with the credit card account.

Data type: Number (Integer)

Maximum length: 40
secondary_consumer Sys_id of the secondary customer's account. Located in the Consumer [csm_consumer] table.

Data type: String
sourced_channel Source of the customer's business, such as broker or customer referral.

Data type: String

Maximum length: 40
start_date Date on which the of the credit card.

Data type: String (Date)

Maximum length: 40
statement_frequency Frequency of statements sent to the customer, such as monthly, quarterly, bi-annually, or annually.

Data type: String

Maximum length: 40
statement_generation_date Date on which the latest statement was generated.

Data type: String (Date)

Maximum length: 40
statement_generation_day Day of the month on which to generate the statement, such as 10 for the 10th of the month.

Data type: String

Maximum length: 40
statement_mode Method in which the statement is delivered to the customer, such as physical or online.

Data type: String

Maximum length: 40
status Current status of the account, such as issued, active, blocked, closed, cancelled, and so on.

Data type: String

Maximum length: 40
sys_class_name Table that contains the case record.

Data type: String

Maximum length: 80
sys_created_by Person that initially opened the case.

Data type: String

Maximum length: 40
sys_created_on Date and time when the case was initially created.

Data type: String (Date)

Maximum length: 40
sys_domain Domain associated with the case.

Data type: String

Maximum length: 32

Default: global
sys_id Unique identifier of the credit card record.

Data type: String
sys_mod_count Number of updates to the case since it was initially created.

Data type: Number (Integer)

Maximum length: 40
sys_updated_by Person that last updated the case.

Data type: String

Maximum length: 40
sys_updated_on Date and time when the case was last updated.

Data type: String (Date)

Maximum length: 40

Credit Card Service [sn_bom_credit_card_service]

ElementDescription
account
Sys_id of the account record associated with the case.

Data type: String

Table: Account [customer_account]
active Flag that indicates whether the case is open and active.

Possible values:

  • true: Case is active
  • false: Case is closed

Data type: Boolean

Default: true
active_account_escalation Sys_id of the active account escalation record associated with the case.

Data type: String

Table: Escalation [sn_customerservice_escalation]
active_escalation Sys_id of the active escalation record associated with the case.

Data type: String

Table: Escalation [sn_customerservice_escalation]
activity_due Date for which the associated case is expected to be completed.

Data type: String (Date)

Maximum length: 40
additional_assignee_list List of the sys_ids of the additional persons (other than primary assignee) that have been assigned to the account.

Data type: Array

Maximum length: 4,000

Table: User [sys_user]
approval String that describes the type of approval required.

Possible values:

  • approved
  • cancelled
  • duplicate
  • not requested
  • not required
  • rejected
  • requested

Data type: String

Maximum length: 40

Default: not requested
approval_history List of all approvals associated with the case.

Data type: String (Journal)

Maximum length: 4,000
approval_set Date and time that the associated action was approved.

Data type: String (Date)

Maximum length: 40
asset Sys_id of the asset record associated with the case.

Data type: String

Table: Asset [alm_asset]
assigned_on Date and time that the case was assigned to the person identified in the assigned_to parameter.

Data type: String (Date)

Maximum length: 40
assigned_to

Data type: String
assignment_group Sys_id of the customer service agent group assigned to the case. Located in the Group [sys_user_group] table.

Data type: String
auto_close Flag that indicates whether the case was automatically closed.

Possible values:

  • true: Case was auto closed
  • false: Case wasn't auto closed

Data type: Boolean

Default: false
business_duration Length in calendar work hours, work days, and work weeks that it took to complete the case.

Data type: String (Duration)

Maximum length: 40
business_service Sys_id of the service record associated with the case.

Data type: String

Table: Service [cmdb_ci_service]
calendar_duration Length in calendar hours, days, and weeks that it took to complete the case.

Data type: String (Duration)

Maximum length: 40
case Case short description and case number.

Data type: String

Maximum length: 300
case_report Sys_id of the associated case report.

Data type: String

Table: Case Report [sn_customerservice_case_report]
category Case category.

Possible values:

  • 0: Question
  • 1: Issue
  • 2: Feature

Data type: Number (Integer)

Maximum length: 40

Default: 1
cause Details about the cause of the problem.

Data type: String

Maximum length: 4,000
caused_by Sys_id of the change request that caused the case to be created.

Data type: String

Table: Change Request [change_request]
change Sys_id of the change request that caused the case to be created.

Data type: String

Table: Change Request [change_request]
closed_at Date and time that the case was closed.

Data type: String

Maximum length: 40
closed_by Sys_id of the user that closed the case. Located in the User [sys_user] table.

Data type: String
close_notes Notes made when the case was closed.

Data type: String

Maximum length: 4,000
cmdb_ci Sys_id of the configuration item associated with the case.

Data type: String

Table: Configuration Item [cmdb_ci]
comments Additional comments about the case.

Data type: String (Journal Input)

Maximum length: 4,000
comments_and_work_notes Comments and work notes entered for the case.

Data type: String (Journal List)

Maximum length: 4,000
company Sys_id of the company associated with the case.

Data type: String

Table: Company [core_company]
consumer Business-to-consumer cases only. Sys_id of the person to contact with regards to this case. Located in the Consumer [csm_consumer] table.

Data type: String
contact Business-to-business based cases only. Sys_id of the person to contact regarding this case.

Data type: String

Table: Contact [customer_contact]
contact_local_time Contact local time.

Data type: String

Maximum length: 70
contact_time_zone Time zone of the contact associated with the case.

Data type: String

Maximum length: 40
contact_type Method in which the case was initially reported.
Possible values:
  • chat
  • email
  • phone
  • social
  • web

Data type: String

Maximum length: 40
contract Sys_id of the contract associated with the case.

Data type: String

Table: Contract [ast_contract]
correlation_display Display value for the correlation ID.

Data type: String

Maximum length: 100
correlation_id Correlation identifier.

Data type: String

Maximum length: 100
delivery_plan Sys_id of the parent execution plan for this case. Located in the Execution Plan [sc_cat_item_delivery_plan] table.

Data type: String
delivery_task Sys_id of the execution plan task.

Data type: String

Table: Execution Plan Task [sc_cat_item_delivery_task]
description Detailed description of the problem associated with the case.

Data type: String

Maximum length: 4,000
due_date Date that the case is due to be closed.

Data type: String (Date)

Maximum length: 40
duration Duration of the credit card account. Returned as a numeric value.

Data type: String

Maximum length: 40
end_date Date when the credit card account ends.

Data type: String (Date)

Maximum length: 40
entitlement Sys_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.

Data type: String

Table: Entitlement [service_entitlement]
escalation Current escalation level.

Possible values:

  • 0: Normal
  • 1: Moderate
  • 2: High
  • 3: Overdue

Data type: Number (Integer)

Maximum length: 40

Default: 0
expected_start Date and time when work is scheduled to begin on the case.

Data type: String (Date)

Maximum length: 40
first_response_time Date and time when the first action was taken on the case.

Data type: String
follow_the_sun Flag that indicates whether the case should be handed-off for global follow-up.

If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically set to true.

Possible values:

  • true: Case should be handed-off for global follow-up
  • false: Case shouldn't be handed-off for global follow-up

Data type: Boolean

Default: false
follow_up Date and time of the next follow up action.

Data type: String (Date)

Maximum length: 40
group_list List of sys_ids of the group records associated with the case.

Data type: Array (List)

Maximum length: 4,000

Table: Group [sys_user_group]
impact Impact on customer.

Possible values:

  • 1: High
  • 2: Medium
  • 3: Low

Data type: Number (Integer)

Maximum length: 40

Default: 3
initiated_as_request Flag that indicates if this inquiry was initiated as a request by the customer.

Possible values:

  • true: Inquiry initiated by customer.
  • false: Inquiry wasn't initiated by customer.

Data type: Boolean

Default: false
knowledge Flag that indicates if there is a knowledge base article available for the specified issue.

Possible values:

  • true: Knowledge base article is available for this issue
  • false: Knowledge base article isn't available for this issue

Data type: Boolean

Default: false
location Sys_id of the record describing the company location.

Data type: String

Table: Location [cmn_location]
made_sla Flag that indicates whether the case was resolved in alignment with the associated service level agreement.

Possible values:

  • true: Case was resolved in alignment with the SLA.
  • false: Case was not resolved according to the SLA.

Data type: Boolean

Default: true
notes_to_comments Flag that indicates whether to add the resolution notes to the comments.

Possible values:

  • true: Resolutions notes, when added, are also added to the comments
  • false: Resolution notes in comments aren't required

Data type: Boolean
notify Method to use to notify contact/consumer.

Possible values:

  • 1: Do not notify
  • 2: Send email
  • 3: Telephone

Data type: Number (Integer)

Default: 1
number Case number.

Data type: String

Maximum length: 40
opened_at Date and time that the case was opened.

Data type: String (Date)

Maximum length: 40
opened_by Sys_id of the person that initially opened the case.

Data type: String

Table: User [sys_user]
order Defines some ordering/sequencing, whose usage depends upon the specific use cases.

Data type: Number (Integer)

Maximum length: 40
parent Sys_id of the parent case to which this case (child) is associated. Located in the Task [task] table.

Data type: String
partner Sys_id of the partner associated with the case.

Data type: String

Table: Account [customer_account]
partner_contact Sys_id of the partner contact associated with the case.

Data type: String

Table: Contact [customer_contact]
priority Priority of the case.
Possible values:
  • 1: Critical
  • 2: High
  • 3: Moderate
  • 4: Low

Data type: Number (Integer)

Maximum length: 40

Default: 4
proactive Flag that indicates whether the inquiry is being proactively monitored.

Possible values:

  • true: Being proactively monitored.
  • false: Not being monitored.

Data type: Boolean

Default:false
problem Sys_id of the issue that the customer is encountering.

Data type: String

Table: Problem [problem]
product Sys_id of the product model of the asset associated to the case. Located in the Product Model [cmdb_model] table. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro).

Data type: String
reassignment_count Number of times that the case was reassigned to a person that is responsible for moving the case forward.

Data type: Number (Integer)

Maximum length: 40

Default: 0
rejection_goto Sys_id of the task to execute if the case is rejected.

Data type: String

Table: Task [task]
req_limit_amount Credit limit requested by the customer.

Data type: Number (Currency)

Maximum length: 20
resolution_code Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided".

Data type: String

Maximum length: 40
resolved_at Date and time that the case was resolved.

Data type: String
resolved_by Sys_id of the person that resolved the case.

Data type: String

Table: User [sys_user]
route_reason Reason that the case was routed to a different assignee.

Data type: Number (Integer)

Maximum length: 40
service_definition Sys_id of the definition of service associated with this account. Located in the Service Definition [sn_bom_service_definition] table.

Data type: String
service_offering Sys_id of the service offering associated with the payment inquiry. Service offerings uniquely define the level of service in terms of availability, scope, pricing, and packaging options.

Data type: String

Table: Service Offering [service_offering]
short_description Concise description of the case.

Data type: String

Maximum length: 160
skills Sys_ids of the skills needed to complete the case.

Data type: String

Maximum length: 4,000

Table: Skill [cmn_skill]
sla_due Date/time at which the case must be closed based on the associated service level agreement.

Data type: String

Maximum length: 40
sn_app_cs_social_social_profile Sys_id of the social media profile associated with the case.

Data type: String

Table: Social Profile [sn_app_cs_social_social_profile]
sold_product Sys_id of the credit card account of the customer. Located in the Sold Product [sn_install_base_sold_product] table.

Data type: String
stage Stage of the case, such as Closed Complete, Closed Rejected, Document Check, Authorization, and so on.

Data type: String

Maximum length: 40
start_date Start date of the credit card.

Data type: String (Date)

Maximum length: 40
state Current state of the case.

Possible values:

  • 1: New
  • 2: Open
  • 3: Awaiting Info
  • 4: Resolved
  • 5: Closed

Data type: Number (Integer)

Maximum length: 40

Default: 1
subcategory Case subcategory.

Possible values:

0: Question

Data type: Number (Integer)

Default: 0
support_manager Sys_id of the CSM manager assigned to the case.

Data type: String

Table: User [sys_user]
sync_driver Flag that indicates whether there's driver synchronization.

Possible values:

  • true: Driver is synchronized
  • false: Driver isn't synchronized

Data type: Boolean
sys_class_name Table that contains the case record.

Data type: String

Maximum length: 80
sys_created_by Person that initially opened the case.

Data type: String

Maximum length: 40
sys_created_on Date and time when the case was initially created.

Data type: String (Date)

Maximum length: 40
sys_domain Domain associated with the case.

Data type: String

Maximum length: 32

Default: global
sys_domain_path Domain path.

Data type: String

Maximum length: 255

Default: /
sys_id Unique identifier for the case.

Data type: String

Maximum length: 32
sys_mod_count Number of updates to the case since it was initially created.

Data type: Number (Integer)

Maximum length: 40
sys_updated_by Person that last updated the case.

Data type: String

Maximum length: 40
sys_updated_on Date and time when the case was last updated.

Data type: String (Date)

Maximum length: 40
task_effective_number Identifying number.

If the task has a Universal Request associated with it, it's the UR number. Otherwise, it's the current task number.

Data type: String

Maximum length: 40
time_worked Total amount of time worked on the case.

Data type: String (Timer)

Maximum length: 40
universal_request Sys_id of a universal task that this inquiry is part of.

Data type: String

Table: Task [task]
upon_approval Action to take if the case is approved.

Possible values:

  • do_nothing
  • proceed

Data type: String

Maximum length: 40

Default: proceed
upon_reject Action to take if the case is rejected.

Possible values:

  • cancel
  • goto

Data type: String

Maximum length: 40

Default: cancel
urgency Urgency of the case.

Possible values:

  • 1: High
  • 2: Medium
  • 3: Low

Data type: Number (Integer)

Maximum length: 40

Default: 3
user_input Additional user input.

Data type: String (User Input)

Maximum length: 4,000
variables Name-value pairs of variables associated with the case.

Data type: String (Variables)

Maximum length: 40
watch_list List of sys_ids of the users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed. Located in the User [sys_user] table.

Data type: Array (List)

Maximum length: 4,000
wf_activity Sys_id of the workflow activity record associated with the case.

Data type: String

Table: Workflow Activity [wf_activity]
work_end Date and time work ended on the case.

Data type: String (Date)

Maximum length: 40
work_notes Information about how to resolve the case, or steps taken to resolve it.

Data type: String (Journal Input)

Maximum length: 4,000
work_notes_list List of sys_ids of the internal users who receive notifications about this case when work notes are added. Located in the User [sys_user] table.

Data type: Array (List)

Maximum length: 4,000
work_start Date and time that work started on the case.

Data type: String (Date)

Maximum length: 40

Inbound Document [sn_bom_document_inbound_document]

ElementDescription
account Sys_id of the account record associated with the document. Located in the Account [customer_account] table.

Data type: String
active Flag that indicates whether the document is active.

Possible values:

  • true: Document is active
  • false: Document is inactive

Data type: Boolean

Default: true
case Sys_id of the case associated with the document. Located in the Case [sn_customerservice_case] table.

Data type: String
category Sys_id of the category associated with the document, such as proof of address or proof of income. Located in the Category [sn_bom_document_category] table.

Data type: String
customer Sys_id of the person to contact with regards to this document. Located in the Consumer [csm_consumer] table.

Data type: String
customer_document Sys_id of the document that is stored against the customer/account ID. Located in the Customer Document [sn_bom_document_customer_document] table.

Data type: String
deferred_to Date until the document submission can be deferred.

Data type: String

Maximum length: 40
definition_category Sys_id of the definition category, which defines the relationship between the document definition and the document category. Located in the Definition Category [sn_bom_document_definition_has_category] table.

Data type: String
doc_type Sys_id of the type of document. For example, if the document category is Address Proof, the doc_type could be utility bill or driver's license. Located in the Type [sn_bom_document_type] table.

Data type: String
mandatory Flag that indicates whether the associated document is mandatory to submit the loan request.

Possible values:

  • true: Mandatory
  • false: Optional

Data type: Boolean
name Name of the document, such as paystub or passport.

Data type: String

Maximum length: 120
status Current status of the document.

Possible values:

  • cancelled
  • deferment requested
  • deferment approved
  • deferment rejected
  • exception requested
  • exception approved
  • not submitted
  • exception rejected
  • submitted
  • verified

Data type: String

Maximum length: 20
sys_class_name Table that contains the case record.

Data type: String

Maximum length: 80
sys_created_by Person that initially opened the case.

Data type: String

Maximum length: 40
sys_created_on Date and time when the case was initially created.

Data type: String (Date)

Maximum length: 40
sys_domain Domain associated with the case.

Data type: String

Maximum length: 32

Default: global
sys_id Unique identifier for the case.

Data type: String

Maximum length: 32
sys_mod_count Number of updates to the case since it was initially created.

Data type: Number (Integer)

Maximum length: 40
sys_updated_by Person that last updated the case.

Data type: String

Maximum length: 40
sys_updated_on Date and time when the case was last updated.

Data type: String (Date)

Maximum length: 40

Loan Service Case [sn_bom_loan_service]

ElementDescription
account
Sys_id of the account record associated with the case.

Data type: String

Table: Account [customer_account]
account_number Customer's account number.

Data type: String

Maximum length: 40
active Flag that indicates whether the case is open and active.

Possible values:

  • true: Case is active
  • false: Case is closed

Data type: Boolean

Default: true
active_account_escalation Sys_id of the active account escalation record associated with the case.

Data type: String

Table: Escalation [sn_customerservice_escalation]
active_escalation Sys_id of the active escalation record associated with the case.

Data type: String

Table: Escalation [sn_customerservice_escalation]
activity_due Date for which the associated case is expected to be completed.

Data type: String (Date)

Maximum length: 40
additional_assignee_list List of the sys_ids of the additional persons (other than primary assignee) that have been assigned to the account.

Data type: Array

Maximum length: 4,000

Table: User [sys_user]
amount_paid Total amount paid on the loan.

Data type: Number (Currency)

Maximum length: 20
approval String that describes the type of approval required.

Possible values:

  • approved
  • cancelled
  • duplicate
  • not requested
  • not required
  • rejected
  • requested

Data type: String

Maximum length: 40

Default: not requested
approval_history List of all approvals associated with the case.

Data type: String (Journal)

Maximum length: 4,000
approval_set Date and time that the associated action was approved.

Data type: String (Date)

Maximum length: 40
asset Sys_id of the asset record associated with the case.

Data type: String

Table: Asset [alm_asset]
assigned_on Date and time that the case was assigned to the person identified in the assigned_to parameter.

Data type: String (Date)

Maximum length: 40
assigned_to

Data type: String
assignment_group Sys_id of the customer service agent group assigned to the case. Located in the Group [sys_user_group] table.

Data type: String
auto_close Flag that indicates whether the case was automatically closed.

Possible values:

  • true: Case was auto closed
  • false: Case wasn't auto closed

Data type: Boolean

Default: false
bankruptcy_date Date on which the associated customer declared bankruptcy.

Data type: String (Date)

Maximum length: 40
business_duration Length in calendar work hours, work days, and work weeks that it took to complete the case.

Data type: String (Duration)

Maximum length: 40
business_service Sys_id of the service record associated with the case.

Data type: String

Table: Service [cmdb_ci_service]
calendar_duration Length in calendar hours, days, and weeks that it took to complete the case.

Data type: String (Duration)

Maximum length: 40
case Case short description and case number.

Data type: String

Maximum length: 300
case_report Sys_id of the associated case report.

Data type: String

Table: Case Report [sn_customerservice_case_report]
category Case category.

Possible values:

  • 0: Question
  • 1: Issue
  • 2: Feature

Data type: Number (Integer)

Maximum length: 40

Default: 1
cause Details about the cause of the problem.

Data type: String

Maximum length: 4,000
caused_by Sys_id of the change request that caused the case to be created.

Data type: String

Table: Change Request [change_request]
change Sys_id of the change request that caused the case to be created.

Data type: String

Table: Change Request [change_request]
check_number Number of the customer check used to make a loan payment.

Data type: String

Maximum length: 255
closed_at Date and time that the case was closed.

Data type: String

Maximum length: 40
closed_by Sys_id of the user that closed the case. Located in the User [sys_user] table.

Data type: String
close_notes Notes made when the case was closed.

Data type: String

Maximum length: 4,000
cmdb_ci Sys_id of the configuration item associated with the case.

Data type: String

Table: Configuration Item [cmdb_ci]
comments Additional comments about the case.

Data type: String (Journal Input)

Maximum length: 4,000
comments_and_work_notes Comments and work notes entered for the case.

Data type: String (Journal List)

Maximum length: 4,000
company Sys_id of the company associated with the case.

Data type: String

Table: Company [core_company]
consumer Business-to-consumer cases only. Sys_id of the person to contact with regards to this case. Located in the Consumer [csm_consumer] table.

Data type: String
contact Business-to-business based cases only. Sys_id of the person to contact regarding this case.

Data type: String

Table: Contact [customer_contact]
contact_local_time Contact local time.

Data type: String

Maximum length: 70
contact_time_zone Time zone of the contact associated with the case.

Data type: String

Maximum length: 40
contact_type Method in which the case was initially reported.
Possible values:
  • chat
  • email
  • phone
  • social
  • web

Data type: String

Maximum length: 40
contract Sys_id of the contract associated with the case.

Data type: String

Table: Contract [ast_contract]
corrective_action Action the customer is taking to correct the current loan infraction, such as making a payment or remedial package.

Data type: String

Maximum length: 40
correlation_display Display value for the correlation ID.

Data type: String

Maximum length: 100
correlation_id Unique identifier for content pulled from an external system. Used in tracking continued updates for the content as part of integration.

Data type: String

Maximum length: 100
credit_service Sys_id of the associated credit service case. Located in the Credit Service Case [sn_bom_credit_asmt_loan_service] table.

Data type: String

Maximum length: 40
debit_account Sys_id of an associated savings account. Located in the Deposit Account [sn_bom_deposit_account] table.

Data type: String

Maximum length: 40
debit_general_ledger_account General ledger account where funds are parked if the mode of payment is either cash or check.

Data type: String

Maximum length: 255
deferment_option Payment deferment option, such as stop repayments, interest payments only, and smaller repayments.

Data type: String

Maximum length: 40
deferment_period Length of time for the selected deferment option, such as, 30 days, 60 days, 90 days, and so on.

Data type: String

Maximum length: 40
deferment_reason Reason the deferment is being put in place, such as, financial difficulties, change in employment, medical condition, and others.

Data type: String

Maximum length: 40
delivery_plan Sys_id of the parent execution plan for this case. Located in the Execution Plan [sc_cat_item_delivery_plan] table.

Data type: String
delivery_task Sys_id of the execution plan task.

Data type: String

Table: Execution Plan Task [sc_cat_item_delivery_task]
description Detailed description of the problem associated with the case.

Data type: String

Maximum length: 4,000
due_date Date that the case is due to be closed.

Data type: String (Date)

Maximum length: 40
end_date End date of the loan or an associated activity such as a deferment period.

Data type: String (Date)

Maximum length: 40
entitlement Sys_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.

Data type: String

Table: Entitlement [service_entitlement]
escalation Current escalation level.

Possible values:

  • 0: Normal
  • 1: Moderate
  • 2: High
  • 3: Overdue

Data type: Number (Integer)

Maximum length: 40

Default: 0
expected_start Date and time when work is scheduled to begin on the case.

Data type: String (Date)

Maximum length: 40
fee_amount Amount of the fee that has been applied to the associated account.

Data type: String (Currency)

Maximum length: 20
fee_treatment Treatment of the fee identified in fee_amount, such as waive or collect.

Data type: String

Maximum length: 40
fee_write_off_amount Amount of fees that have been written off for this account.

Data type: String (Currency)

Maximum length: 20
first_response_time Date and time when the first action was taken on the case.

Data type: String
follow_the_sun Flag that indicates whether the case should be handed-off for global follow-up.

If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically set to true.

Possible values:

  • true: Case should be handed-off for global follow-up
  • false: Case shouldn't be handed-off for global follow-up

Data type: Boolean

Default: false
follow_up Date and time of the next follow up action.

Data type: String (Date)

Maximum length: 40
fund_source Source of the funds for this loan.

Data type: String

Maximum length: 255
group_list List of sys_ids of the group records associated with the case.

Data type: Array (List)

Maximum length: 4,000

Table: Group [sys_user_group]
impact Impact on customer.

Possible values:

  • 1: High
  • 2: Medium
  • 3: Low

Data type: Number (Integer)

Maximum length: 40

Default: 3
initiated_as_request Flag that indicates if this inquiry was initiated as a request by the customer.

Possible values:

  • true: Inquiry initiated by customer.
  • false: Inquiry wasn't initiated by customer.

Data type: Boolean

Default: false
interest_outstanding Amount of interest that has yet to be paid on this loan.

Data type: String (Currency)

Maximum length: 20
interest_write_off_amount Amount of interest that has been written off on this loan

Data type: String (Currency)

Maximum length: 20
judgement_date Date that the legal judgement was decided on this loan.

Data type: String (Date)

Maximum length: 40
knowledge Flag that indicates if there is a knowledge base article available for the specified issue.

Possible values:

  • true: Knowledge base article is available for this issue
  • false: Knowledge base article isn't available for this issue

Data type: Boolean

Default: false
last_repayment_amount Amount of the last payment made on this loan.

Data type: String (Currency)

Maximum length: 20
last_repayment_date Date of the most recent payment made on this loan.

Data type: String (Date)

Maximum length: 40
loan_amount Amount of the loan that the customer is seeking forgiveness on.

Data type: String (Currency)

Maximum length: 20
loan_forgiveness_reason Reason for the loan being forgiven, such as financial difficulties, change in employment, medical condition, or others.

Data type: String

Maximum length: 40
loan_transaction Sys_id of the loan forgiveness transaction associated with this loan. Located in the Transaction [sn_bom_loan_transaction] table.

Data type: String
location Sys_id of the record describing the company location.

Data type: String

Table: Location [cmn_location]
made_sla Flag that indicates whether the case was resolved in alignment with the associated service level agreement.

Possible values:

  • true: Case was resolved in alignment with the SLA.
  • false: Case was not resolved according to the SLA.

Data type: Boolean

Default: true
mode_of_payment Method used to make the most recent payment, such as cash, check, debit, customer's own bank account, or debit account held by another bank.

Data type: String

Maximum length: 40
notes_to_comments Flag that indicates whether to add the resolution notes to the comments.

Possible values:

  • true: Resolutions notes, when added, are also added to the comments
  • false: Resolution notes in comments aren't required

Data type: Boolean
notify Method to use to notify contact/consumer.

Possible values:

  • 1: Do not notify
  • 2: Send email
  • 3: Telephone

Data type: Number (Integer)

Default: 1
number Case number.

Data type: String

Maximum length: 40
opened_at Date and time that the case was opened.

Data type: String (Date)

Maximum length: 40
opened_by Sys_id of the person that initially opened the case.

Data type: String

Table: User [sys_user]
order Defines some ordering/sequencing, whose usage depends upon the specific use cases.

Data type: Number (Integer)

Maximum length: 40
other_charges Amount of any other charges applied to the loan.

Data type: String (Currency)

Maximum length: 20
other_charges_write_off_amount Amount of other charges that have been written-off for this loan.

Data type: String (Currency)

Maximum length: 20
outstanding_fee Amount of any outstanding fees charged to this loan.

Data type: String (Currency)

Maximum length: 20
parent Sys_id of the parent case to which this case (child) is associated. Located in the Task [task] table.

Data type: String
partner Sys_id of the partner associated with the case.

Data type: String

Table: Account [customer_account]
partner_contact Sys_id of the partner contact associated with the case.

Data type: String

Table: Contact [customer_contact]
payment_details Sys_id of the payment details associated with this loan. Located in the Transaction [sn_bom_loan_transaction] table.

Data type: String
payment_status Status of the payment that is currently due, such as paid or unpaid.

Data type: String

Maximum length: 40
prepayment_amount Amount to be prepaid on this loan.

Data type: String (Currency)

Maximum length: 20
principal_outstanding Total amount of principal currently outstanding on the loan.

Data type: String (Currency)

Maximum length: 20
principal_write_off_amount Total amount of principal that has been written-off for this loan.

Data type: String (Currency)

Maximum length: 20
priority Priority of the case.
Possible values:
  • 1: Critical
  • 2: High
  • 3: Moderate
  • 4: Low

Data type: Number (Integer)

Maximum length: 40

Default: 4
proactive Flag that indicates whether the inquiry is being proactively monitored.

Possible values:

  • true: Being proactively monitored.
  • false: Not being monitored.

Data type: Boolean

Default:false
problem Sys_id of the issue that the customer is encountering. Located in the Problem [problem] table.

Data type: String
product Sys_id of the product model of the asset associated to the case. Located in the Product Model [cmdb_model] table. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro).

Data type: String
reassignment_count Number of times that the case was reassigned to a person that is responsible for moving the case forward.

Data type: Number (Integer)

Maximum length: 40

Default: 0
rejection_goto Sys_id of the task to execute if the case is rejected.

Data type: String

Table: Task [task]
remainder_loan_treatment How to handle the outstanding loan balance after a prepayment amount is applied, such as change installment, change loan term, or no change.

Data type: String
remarks Customer remarks based on account activity.

Data type: String

Maximum length: 2,000
remedial_service Sys_id of the company being used for remedial services for this loan. Located in the Service [cmdb_ci_service] table.

Data type: String
repayment_amount Total amount that has been repaid on the loan.

Data type: String (Currency)

Maximum length: 20
repayment_amount_due Total loan amount outstanding.

Data type: String (Currency)

Maximum length: 20
repayment_due_date Date on which the next payment is due.

Data type: String (Date)

Maximum length: 40
report_to_credit_bureau Flag that indicates whether the loan status has to be reported to the credit bureaus.

Possible values:

  • true: Has to be reported.
  • false: Does not have to be reported.

Data type: Boolean
resolution_code Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided".

Data type: String

Maximum length: 40
resolved_at Date and time that the case was resolved.

Data type: String
resolved_by Sys_id of the person that resolved the case.

Data type: String

Table: User [sys_user]
route_reason Reason that the case was routed to a different assignee.

Data type: Number (Integer)

Maximum length: 40
routing_number Routing number of the check used to make a payment on the loan.

Data type: String

Maximum length: 255
service_definition Sys_id of the definition of service associated with this account. Located in the Service Definition [sn_bom_service_definition] table.

Data type: String
service_offering Sys_id of the service offering associated with the payment inquiry. Service offerings uniquely define the level of service in terms of availability, scope, pricing, and packaging options.

Data type: String

Table: Service Offering [service_offering]
short_description Concise description of the case.

Data type: String

Maximum length: 160
skills Sys_ids of the skills needed to complete the case.

Data type: String

Maximum length: 4,000

Table: Skill [cmn_skill]
sla_due Date/time at which the case must be closed based on the associated service level agreement.

Data type: String

Maximum length: 40
sn_app_cs_social_social_profile Sys_id of the social media profile associated with the case.

Data type: String

Table: Social Profile [sn_app_cs_social_social_profile]
sold_product Sys_id of the customer loan account. Located in the Sold Product [sn_install_base_sold_product] table.

Data type: String
stage Stage of the inquiry, such as Closed Complete, Closed Rejected, Document Check, Authorization, and so on.

Data type: String

Maximum length: 40
start_date Start date of the personal loan.

Data type: String (Date)

Maximum length: 40
state Current state of the case.

Possible values:

  • 1: New
  • 2: Open
  • 3: Awaiting Info
  • 4: Resolved
  • 5: Closed

Data type: Number (Integer)

Maximum length: 40

Default: 1
subcategory Case subcategory.

Possible values:

0: Question

Data type: Number (Integer)

Default: 0
support_manager Sys_id of the CSM manager assigned to the case.

Data type: String

Table: User [sys_user]
sync_driver Flag that indicates whether there's driver synchronization.

Possible values:

  • true: Driver is synchronized
  • false: Driver isn't synchronized

Data type: Boolean
sys_class_name Table that contains the case record.

Data type: String

Maximum length: 80
sys_created_by Person that initially opened the case.

Data type: String

Maximum length: 40
sys_created_on Date and time when the case was initially created.

Data type: String (Date)

Maximum length: 40
sys_domain Domain associated with the case.

Data type: String

Maximum length: 32

Default: global
sys_domain_path Domain path.

Data type: String

Maximum length: 255

Default: /
sys_id Unique identifier for the case.

Data type: String

Maximum length: 32
sys_mod_count Number of updates to the case since it was initially created.

Data type: Number (Integer)

Maximum length: 40
sys_updated_by Person that last updated the case.

Data type: String

Maximum length: 40
sys_updated_on Date and time when the case was last updated.

Data type: String (Date)

Maximum length: 40
task_effective_number Identifying number.

If the task has a Universal Request associated with it, it's the UR number. Otherwise, it's the current task number.

Data type: String

Maximum length: 40
time_worked Total amount of time worked on the case.

Data type: String (Timer)

Maximum length: 40
total_outstanding_amount Total amount of the loan, including principal, interest, any fees or dues on the loan.

Data type: String (Currency)

Maximum length: 20
total_write_off_amount Total amount that has been written-off for this loan.

Data type: String (Currency)

Maximum length: 20
universal_request Sys_id of a universal task that this inquiry is part of.

Data type: String

Table: Task [task]
upon_approval Action to take if the case is approved.

Possible values:

  • do_nothing
  • proceed

Data type: String

Maximum length: 40

Default: proceed
upon_reject Action to take if the case is rejected.

Possible values:

  • cancel
  • goto

Data type: String

Maximum length: 40

Default: cancel
urgency Urgency of the case.

Possible values:

  • 1: High
  • 2: Medium
  • 3: Low

Data type: Number (Integer)

Maximum length: 40

Default: 3
user_input Additional user input.

Data type: String (User Input)

Maximum length: 4,000
variables Name-value pairs of variables associated with the case.

Data type: String (Variables)

Maximum length: 40
watch_list List of sys_ids of the users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed. Located in the User [sys_user] table.

Data type: Array (List)

Maximum length: 4,000
wf_activity Sys_id of the workflow activity record associated with the case.

Data type: String

Table: Workflow Activity [wf_activity]
work_end Date and time work ended on the case.

Data type: String (Date)

Maximum length: 40
work_notes Information about how to resolve the case, or steps taken to resolve it.

Data type: String (Journal Input)

Maximum length: 4,000
work_notes_list List of sys_ids of the internal users who receive notifications about this case when work notes are added. Located in the User [sys_user] table.

Data type: Array (List)

Maximum length: 4,000
work_start Date and time that work started on the case.

Data type: String (Date)

Maximum length: 40
write_off_option Type of write-off of the loan, such as full write-off or partial write-off.

Data type: String

Maximum length: 40

Mortgage [sn_bom_mortgage] table

ParameterDescription
account Sys_id of the account record associated with the case. Located in the Account [customer_account] table.

Data type: String
account_number Customer's account number. By default, this is the display value for the record.

Data type: String

Maximum length: 40
accrued_interest Amount of accrued interest of the mortgage as of the date it is being viewed.

Data type: Number (Currency)

Maximum length: 20
active Flag that indicates whether the account is active.
Possible values:
  • true: Account is currently active.
  • false: Account is inactive.

Data type: Boolean

Default: true
amount Sanctioned mortgage amount.

Data type: Number (Currency)

Maximum length: 20
application_id Unique identifier of the application submitted when applying for the mortgage.

Data type: String

Maximum length: 255
apr Annual percentage rate for the mortgage.

Data type: Number (Integer)

Maximum length: 40
balance Balance outstanding on the mortgage.

Data type: Number (Currency)

Maximum length: 20
base_currency Sys_id of the base currency used by the credit card. Located in the Currency [fx_currency] table.

Data type: String (Reference)
closure_date Date that the mortgage account was closed.

Data type: String (Date)

Maximum length: 40
consumer Sys_id of the primary consumer record associated with the mortgage. Located in the Consumer [csm_consumer] table.

Data type: String (Reference)
cosigner Sys_id of the cosigner consumer record associated with the mortgage. Located in the Consumer [csm_consumer] table.

Data type: String (Reference)
credit_facility_id Unique identifier of the facility linked to the mortgage.

Data type: String

Maximum length: 255
customer_class Free-form classification of customer, such as Premier, Standard, or VIP.

Data type: String

Maximum length: 40
days_past_due Number of days that the current mortgage payment is past due.

Data type: Number (Integer)

Maximum length: 40
delinquency_status Flag that indicates whether the account is currently delinquent.
Possible values:
  • Yes
  • No

Data type: String

Maximum length: 40
disbursed_amount Total amount of money that has been borrowed by the associated customer.

Data type: Number (Currency)

Maximum length: 20
document_id Unique identifier of the documents associated with this mortgage in an external document management system.

Data type: String

Maximum length: 255
end_date Date or the mortgage end.

Data type: String (Date)

Maximum length: 40
external_id Unique identifier used to cross-reference this mortgage account to a record in an external system, such as a mortgage insurance ID.

Data type: String

Maximum length: 255
federal_backed_load Flag that indicates whether the associated mortgage is federally backed.
Possible values:
  • Yes: Federally backed
  • No: Not federally backed

Data type: String

Maximum length: 40
grace_period_for_repayment Number of days that a customer has after the due date to send in a payment without penalties.

Data type: Number (Integer)

Maximum length: 40
guarantor Sys_id of the person that is guaranteeing the mortgage. Located in the Consumer [csm_consumer] table.

Data type: String (Reference)
interest_rate Current interest rate of the mortgage.

Data type: Number (Floating-point)

Maximum length: 40
interest_type Type of interest associated with the mortgage, such as fixed or floating.

Data type: String

Maximum length: 40
is_lending_insured Flag that indicates whether the account is insured.
Possible values:
  • true: Account is insured.
  • false: Account is not insured.

Data type: Boolean
last_payment_amount Amount of the most recent payment made by the customer.

Data type: Number (Currency)

Maximum length: 20
last_payment_date Date of the most recent payment made by the customer.

Data type: String (Date)

Maximum length: 40
last_reviewed_on Date the mortgage was last reviewed.

Data type: String (Date)

Maximum length: 40
loan_classification Classification of the mortgage, such as standard, sub-standard, doubtful, or loss assets.

Data type: String

Maximum length: 40
maturity_date Date on which the mortgage becomes due.

Data type: String (Date)

Maximum length: 40
moratorium_end_date End date of any imposed moratorium (suspension of payment.)

Data type: String (Date)

Maximum length: 40
moratorium_period Period for which the customer has a suspension of mortgage repayment, such as 6 months, 1 year, 2 years, and so on.

Data type: String

Maximum length: 40
moratorium_start_date Date on which the customer suspended payments on the mortgage.

Data type: String (Date)

Maximum length: 40
name Full name of the primary person responsible for the mortgage.

Data type: String

Maximum length: 255
next_review_on Date on which the mortgage is to be reviewed.

Data type: String (Date)

Maximum length: 40
no_of_installments Number of payments due on the mortgage.

Data type: Number (Integer)

Maximum length: 40
no_of_installment_deferrals_made Number of times the customer deferred their payment on the mortgage.

Data type: Number (Integer)

Maximum length: 40
number Case number.

Data type: String

Maximum length: 40
open_date Date when the mortgage account was first opened.

Data type: String (Date)

Maximum length: 40
parent_sold_product Sys_id of the parent product associated with this entity. Located in the Sold Product [sn_install_base_sold_product] table.

Data type: String (Reference)
pending_installments Number of payments remaining on the mortgage.

Data type: Number (Integer)

Maximum length: 40
prepayment_allowed Flag that indicates whether the mortgage allows prepayments.
Possible values:
  • Yes: Prepayments allowed
  • No: Prepayments not allowed

Data type: String

Maximum length: 40
principal_balance Amount of the remaining mortgage principal.

Data type: Number (Currency)

Maximum length: 20
product Sys_id of the product model of the mortgage. Located in the Product Model [cmdb_model] table.

Data type: String (Reference)
purpose How the funds of the mortgage will be used by the customer, such as working capital or equipment purchase.

Data type: String

Maximum length: 40
request_channel Type of communications channel (digital or banker assisted) the customer used to make the credit limit request.

Data type: String

Maximum length: 40
risk_rating Risk associated with the credit card account.

Data type: Number (Integer)

Maximum length: 40
rollover_mode Method in which a customer can extend the mortgage, such as auto rollover or manual rollover.

Data type: String

Maximum length: 40
rollover_possible Flag that indicates whether the amount due on the mortgage can be rolled over in the future.
Possible values:
  • Yes: Rollover possible
  • No: Not eligible for rollover

Data type: String

Maximum length: 40
secondary_consumer Sys_id of the secondary customer's account. Located in the Consumer [csm_consumer] table.

Data type: String
sourced_channel Source of the customer's business, such as broker or customer referral.

Data type: String

Maximum length: 40
start_date Start date of the mortgage.

Data type: String (Date)

Maximum length: 40
statement_frequency Frequency of statements sent to the customer, such as monthly, quarterly, bi-annually, or annually.

Data type: String

Maximum length: 40
statement_mode Method in which the statement is delivered to the customer, such as physical or online.

Data type: String

Maximum length: 40
status Current status of the account, such as issued, active, blocked, closed, cancelled, and so on.

Data type: String

Maximum length: 40
sys_class_name Table that contains the case record.

Data type: String

Maximum length: 80
sys_created_by Name of the entity that created this record.

Data type: String

Maximum length: 40
sys_created_on Date and time that the record was originally created.

Data type: String (Date)

Maximum length: 40
sys_domain Unique identifier of the domain associated with the record.

Data type: String

Maximum length: 32

Default: global
sys_id Unique identifier of the credit card record.

Data type: String
sys_mod_count Number of times the record has been updated.

Data type: Number (Integer)

Maximum length: 40
sys_updated_by Name of the entity that last updated this record.

Data type: String

Maximum length: 40
sys_updated_on Date and time that the record was last updated.

Data type: String (Date)

Maximum length: 40
term Number of terms associated with the mortgage.

Data type: Number (Integer)

Maximum length: 40

Payment Inquiry Case [sn_bom_payment_inquiry]

ElementDescription
account Sys_id of the account record associated with the case. Located in the Account [customer_account] table.

Data type: String
active Flag that indicates whether the case is open and active.

Possible values:

  • true: Case is active
  • false: Case is closed

Data type: Boolean

Default: true
active_account_escalation Sys_id of the active account escalation record associated with the case.

Data type: String

Table: Escalation [sn_customerservice_escalation]
active_escalation Sys_id of the active escalation record associated with the case.

Data type: String

Table: Escalation [sn_customerservice_escalation]
activity_due Date for which the associated case is expected to be completed.

Data type: String (Date)

Maximum length: 40
additional_assignee_list List of the sys_ids of the additional persons (other than primary assignee) that have been assigned to the account.

Data type: Array

Maximum length: 4,000

Table: User [sys_user]
approval String that describes the type of approval required.

Possible values:

  • approved
  • cancelled
  • duplicate
  • not requested
  • not required
  • rejected
  • requested

Data type: String

Maximum length: 40

Default: not requested
approval_history List of all approvals associated with the case.

Data type: String (Journal)

Maximum length: 4,000
approval_set Date and time that the associated action was approved.

Data type: String (Date)

Maximum length: 40
asset Sys_id of the asset record associated with the case. Located in the Asset [alm_asset] table.

Data type: String
assigned_on Date and time that the case was assigned to the person identified in the assigned_to parameter.

Data type: String (Date)

Maximum length: 40
assigned_to

Data type: String
assignment_group Sys_id of the customer service agent group assigned to the case. Located in the Group [sys_user_group] table.

Data type: String
auto_close Flag that indicates whether the case was automatically closed.

Possible values:

  • true: Case was auto closed
  • false: Case was not auto closed

Data type: Boolean

Default: false
business_duration Length in calendar work hours, work days, and work weeks that it took to complete the case.

Data type: String (Duration)

Maximum length: 40
business_service Sys_id of the service record associated with the case.

Data type: String

Table: Service [cmdb_ci_service]
calendar_duration Length in calendar hours, days, and weeks that it took to complete the case.

Data type: String (Duration)

Maximum length: 40
case Case short description and case number.

Data type: String

Maximum length: 300
case_report Sys_id of the associated case report.

Data type: String

Table: Case Report [sn_customerservice_case_report]
category Case category.

Possible values:

  • 0: Question
  • 1: Issue
  • 2: Feature

Data type: Number (Integer)

Default: 1
cause Details about the cause of the problem.

Data type: String

Maximum length: 4,000
caused_by Sys_id of the change request that caused the case to be created. Located in the Change Request [change_request] table.

Data type: String
change Sys_id of the change request that caused the case to be created.

Data type: String

Table: Change Request [change_request]
closed_at Date and time that the case was closed.

Data type: String

Maximum length: 40
closed_by Sys_id of the user that closed the case. Located in the User [sys_user] table.

Data type: String
close_notes Notes made when the case was closed.

Data type: String

Maximum length: 4,000
cmdb_ci Sys_id of the configuration item associated with the case.

Data type: String

Table: Configuration Item [cmdb_ci]
comments Additional comments about the case.

Data type: String (Journal Input)

Maximum length: 4,000
comments_and_work_notes Comments and work notes entered for the case.

Data type: String (Journal List)

Maximum length: 4,000
company Sys_id of the company associated with the case.

Data type: String

Table: Company [core_company]
consumer Business-to-consumer cases only. Sys_id of the person to contact with regards to this case. Located in the Consumer [csm_consumer] table.

Data type: String
contact Business-to-business based cases only. Sys_id of the person to contact regarding this case. Located in the Contact [customer_contact] table.

Data type: String
contact_local_time Contact local time.

Data type: String

Maximum length: 70
contact_time_zone Time zone of the contact associated with the case.

Data type: String

Maximum length: 40
contact_type Method in which the case was initially reported.
Possible values:
  • chat
  • email
  • phone
  • social
  • web

Data type: String

Maximum length: 40
contract Sys_id of the contract associated with the case.

Data type: String

Table: Contract [ast_contract]
correct_account Account number to which the payment should have been sent.

Data type: String

Maximum length: 250
correct_beneficiary Corrected name of the beneficiary to whom the payment should have been sent.

Data type: String

Maximum length: 250
correct_routing Corrected routing number of the account to apply the payment to.

Data type: String

Maximum length: 250
correlation_display Display value for the correlation ID.

Data type: String

Maximum length: 100
correlation_id Unique identifier for content pulled from an external system. Used in tracking continued updates for the content as part of integration.

Data type: String

Maximum length: 100
customer_reason Reason that the customer is making the payment inquiry, such as wrong account number, wrong sort code, incorrect amount, recurring payment not cancelled and such.

Data type: String

Maximum length: 40
delivery_plan Sys_id of the parent execution plan for this case. Located in the Execution Plan [sc_cat_item_delivery_plan] table.

Data type: String
delivery_task Sys_id of the execution plan task.

Data type: String

Table: Execution Plan Task [sc_cat_item_delivery_task]
description Detailed description of the problem associated with the case.

Data type: String

Maximum length: 4,000
due_date Date that the case is due to be closed.

Data type: String (Date)

Maximum length: 40
entitlement Sys_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.

Data type: String

Table: Entitlement [service_entitlement]
error_type Type of error that was made, such as customer error or bank error.

Data type: String

Maximum length: 40
escalation Current escalation level.

Possible values:

  • 0: Normal
  • 1: Moderate
  • 2: High
  • 3: Overdue

Data type: Number (Integer)

Maximum length: 40

Default: 0
expected_start Date and time when work is scheduled to begin on the case.

Data type: String (Date)

Maximum length: 40
external_id Unique identifier used to cross-reference this payment inquiry to a record in an external system.

Data type: String

Maximum length: 255
first_response_time Date and time when the first action was taken on the case.

Data type: String (Date)

Maximum length: 40
follow_the_sun Flag that indicates whether the case should be handed-off for global follow-up.

If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically set to true.

Possible values:

  • true: Case should be handed-off for global follow-up
  • false: Case shouldn't be handed-off for global follow-up

Data type: Boolean

Default: false
follow_up Date and time of the next follow up action.

Data type: String (Date)

Maximum length: 40
group_list List of sys_ids of the group records associated with the case.

Data type: Array (List)

Maximum length: 4,000

Table: Group [sys_user_group]
impact Impact on customer.

Possible values:

  • 1: High
  • 2: Medium
  • 3: Low

Data type: Number (Integer)

Maximum length: 40

Default: 3
initiated_as_request Flag that indicates if this inquiry was initiated as a request by the customer.

Possible values:

  • true: Inquiry initiated by customer.
  • false: Inquiry wasn't initiated by customer.

Data type: Boolean

Default: false
is_attempted_recovery Flag that indicates whether the customer tried to get misappropriated funds returned to them by reaching out to the beneficiary to whom the funds were incorrectly credited.

Possible values:

  • true: Recovery attempt
  • false: Not a recovery attempt

Data type: Boolean
is_international Flag that indicates whether this inquiry was made for an international payment transaction.

Possible values:

  • true: International account
  • false: Domestic account

Data type: Boolean
is_recurring Flag that indicates whether this inquiry was for a recurring payment.

Possible values:

  • true: Recurring payment
  • false: Manual payment

Data type: Boolean
is_valid_claim Flag that indicates whether this is a valid inquiry claim.

Possible values:

  • true: Valid claim
  • false: Invalid claim

Data type: Boolean
knowledge Flag that indicates if there is a knowledge base article available for the specified issue.

Possible values:

  • true: Knowledge base article is available for this issue
  • false: Knowledge base article isn't available for this issue

Data type: Boolean

Default: false
location Sys_id of the record describing the company location.

Data type: String

Table: Location [cmn_location]
made_sla Flag that indicates whether the case was resolved in alignment with the associated service level agreement.

Possible values:

  • true: Case was resolved in alignment with the SLA.
  • false: Case was not resolved according to the SLA.

Data type: Boolean

Default: true
notes_to_comments Flag that indicates whether to add the resolution notes to the comments.

Possible values:

  • true: Resolutions notes, when added, are also added to the comments
  • false: Resolution notes in comments are not required

Data type: Boolean
notify Method to use to notify contact/consumer.

Possible values:

  • 1: Do not notify
  • 2: Send email
  • 3: Telephone

Data type: Number (Integer)

Default: 1
number Case number.

Data type: String

Maximum length: 40
opened_at Date and time that the case was opened.

Data type: String (Date)

Maximum length: 40
opened_by Sys_id of the person that initially opened the case. Located in the User [sys_user] table.

Data type: String
order Defines some ordering/sequencing, whose usage depends upon the specific use cases.

Data type: Number (Integer)

Maximum length: 40
other_reason Information entered in the Other Reason text box.

Data type: String

Maximum length: 4,000
parent Sys_id of the parent case to which this case (child) is associated. Located in the Task [task] table.

Data type: String
partner Sys_id of the partner associated with the case.

Data type: String

Table: Account [customer_account]
partner_contact Sys_id of the partner contact associated with the case.

Data type: String

Table: Contact [customer_contact]
payment_processor Processor used to handle the associated payment, such as BACS, CHAP, Wire, and SWIFT.

Data type: String

Maximum length: 40
priority Priority of the case.
Possible values:
  • 1: Critical
  • 2: High
  • 3: Moderate
  • 4: Low

Data type: Number (Integer)

Maximum length: 40

Default: 4
proactive Flag that indicates whether the inquiry is being proactively monitored.

Possible values:

  • true: Being proactively monitored.
  • false: Not being monitored.

Data type: Boolean

Default:false
problem Sys_id of the issue that the customer is encountering.

Data type: String

Table: Problem [problem]
product Sys_id of the product model of the asset associated to the case. Located in the Product Model [cmdb_model] table. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro).

Data type: String
reassignment_count Number of times that the case was reassigned to a person that is responsible for moving the case forward.

Data type: Number (Integer)

Maximum length: 40

Default: 0
receiving_account Sys_id of the account record to which funds were erroneously credited. Located in the Account [customer_account] table.

Data type: String
receiving_contact Business-to-business based cases only. Sys_id of the contact associated with the account receiving. Located in the Contact [customer_contact] table.

Data type: String
receiving_customer Business-to-consumer cases only. Sys_id of the person associated with the receiving account. Located in the Consumer [csm_consumer] table.

Data type: String
receiving_financial_account Sys_id of the financial account to which funds were erroneously sent. Located in the Financial Account [sn_bom_financial_account] table.

Data type: String
receiving_transactions List of sys_ids of transactions in the financial account to which the funds were erroneously sent. Located in the Financial Transaction [sn_bom_transaction] table.

Data type: String

Maximum length: 40,000
recipient_bank Sys_id of the bank that incorrectly received funds. Located in the Financial Institution [sn_bom_financial_institution] table.

Data type: String
recipient_type Type of recipient, such as internal (bank customer) or external (not a bank customer), who incorrectly received funds.

Data type: String

Maximum length: 40
rejection_goto Sys_id of the task to execute if the case is rejected. Located in the Task [task] table.

Data type: String
remitter_bank Sys_id of the bank that incorrectly remitted the funds. Located in the Financial Institution [sn_bom_financial_institution] table.

Data type: String
resolution_code Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided".

Data type: String

Maximum length: 40
resolved_at Date and time that the case was resolved.

Data type: String (Date)

Maximum length: 40
resolved_by Sys_id of the person that resolved the case. Located in the User [sys_user] table.

Data type: String
route_reason Reason that the case was routed to a different assignee.

Data type: Number (Integer)

Maximum length: 40
sender_transactions List of sys_ids of the transactions from the senders's financial account that were remitted incorrectly. Located in the Financial Transaction [sn_bom_transaction] table.

Data type: String (List)

Maximum length: 40,000
sent_to_account Account number to which the funds were erroneously sent.

Data type: String

Maximum length: 250
sent_to_beneficiary Name of the beneficiary to whom the funds were erroneously sent.

Data type: String

Maximum length: 250
sent_to_routing Routing number or sort code of the bank to which the funds were erroneously sent.

Data type: String

Maximum length: 250
service_definition Sys_id of the definition of service associated with this account. Located in the Service Definition [sn_bom_service_definition] table.

Data type: String
service_offering Sys_id of the service offering associated with the payment inquiry. Service offerings uniquely define the level of service in terms of availability, scope, pricing, and packaging options.

Data type: String

Table: Service Offering [service_offering]
short_description Concise description of the case.

Data type: String

Maximum length: 160
skills Sys_ids of the skills needed to complete the case.

Data type: String

Maximum length: 4,000

Table: Skill [cmn_skill]
sla_due Date/time at which the case must be closed based on the associated service level agreement.

Data type: String

Maximum length: 40
sn_app_cs_social_social_profile Sys_id of the social media profile associated with the case.

Data type: String

Table: Social Profile [sn_app_cs_social_social_profile]
sold_product Sys_id of the financial account of the customer from where the payment was sent in error. Located in the Sold Product [sn_install_base_sold_product] table.

Data type: String
stage Stage of the inquiry, such as Closed Complete, Closed Rejected, Document Check, Authorization, and so on.

Data type: String

Maximum length: 40
state Current state of the case.

Possible values:

  • 1: New
  • 2: Open
  • 3: Awaiting Info
  • 4: Resolved
  • 5: Closed

Data type: Number (Integer)

Maximum length: 40

Default: 1
subcategory Case subcategory.

Possible values:

0: Question

Data type: Number (Integer)

Default: 0
support_manager Sys_id of the CSM manager assigned to the case.

Data type: String

Table: User [sys_user]
sync_driver Flag that indicates whether there's driver synchronization.

Possible values:

  • true: Driver is synchronized
  • false: Driver isn't synchronized

Data type: Boolean
sys_class_name Table that contains the case record.

Data type: String

Maximum length: 80
sys_created_by Person that initially opened the case.

Data type: String

Maximum length: 40
sys_created_on Date and time when the case was initially created.

Data type: String (Date)

Maximum length: 40
sys_domain Domain associated with the case.

Data type: String

Maximum length: 32

Default: global
sys_domain_path Domain path.

Data type: String

Maximum length: 255

Default: /
sys_id Unique identifier for the case.

Data type: String

Maximum length: 32
sys_mod_count Number of updates to the case since it was initially created.

Data type: Number (Integer)

Maximum length: 40
sys_updated_by Person that last updated the case.

Data type: String

Maximum length: 40
sys_updated_on Date and time when the case was last updated.

Data type: String (Date)

Maximum length: 40
task_effective_number Identifying number.

If the task has a Universal Request associated with it, it's the UR number. Otherwise, it's the current task number.

Data type: String

Maximum length: 40
time_worked Total amount of time worked on the case.

Data type: String (Timer)

Maximum length: 40
total_amount Total currency amount of the payments that were made in error under this inquiry case.

Data type: String (Currency)

Maximum length: 20
transaction_id Unique transaction identifier for this payment inquiry.

Data type: String

Maximum length: 150
universal_request Sys_id of a universal task that this inquiry is part of.

Data type: String

Table: Task [task]
upon_approval Action to take if the case is approved.

Possible values:

  • do_nothing
  • proceed

Data type: String

Maximum length: 40

Default: proceed
upon_reject Action to take if the case is rejected.

Possible values:

  • cancel
  • goto

Data type: String

Maximum length: 40

Default: cancel
urgency Urgency of the case.

Possible values:

  • 1: High
  • 2: Medium
  • 3: Low

Data type: Number (Integer)

Maximum length: 40

Default: 3
user_input Additional user input.

Data type: String (User Input)

Maximum length: 4,000
variables Name-value pairs of variables associated with the case.

Data type: String (Variables)

Maximum length: 40
watch_list List of sys_ids of the users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed. Located in the User [sys_user] table.

Data type: Array (List)

Maximum length: 4,000
wf_activity Sys_id of the workflow activity record associated with the case.

Data type: String

Table: Workflow Activity [wf_activity]
work_end Date and time work ended on the case.

Data type: String (Date)

Maximum length: 40
work_notes Information about how to resolve the case, or steps taken to resolve it.

Data type: String (Journal Input)

Maximum length: 4,000
work_notes_list List of sys_ids of the internal users who receive notifications about this case when work notes are added. Located in the User [sys_user] table.

Data type: Array (List)

Maximum length: 4,000
work_start Date and time that work started on the case.

Data type: String (Date)

Maximum length: 40

Personal Checking Account [sn_bom_checking_account] table

ParameterDescription
account Sys_id of the account record associated with the case. Located in the Account [customer_account] table.

Data type: String
account_number Customer's account number. By default, this is the display value for the record.

Data type: String

Maximum length: 40
accrued_interest Amount of accrued interest as of the date it is being viewed.

Data type: Number (Currency)

Maximum length: 20
active Flag that indicates whether the account is active.
Possible values:
  • true: Account is currently active.
  • false: Account is inactive.

Data type: Boolean

Default: true
application_id Unique identifier of the application submitted when applying for the checking account.

Data type: String

Maximum length: 255
balance Amount currently in the checking account.

Data type: Number (Currency)

Maximum length: 20
base_currency Sys_id of the base currency used by the credit card. Located in the Currency [fx_currency] table.

Data type: String (Reference)
closure_date Date that the checking account account was closed.

Data type: String (Date)

Maximum length: 40
consumer Business-to-consumer cases only. Sys_id of the person to contact with regards to this case. Located in the Consumer [csm_consumer] table.

Data type: String
customer_class Free-form classification of customer, such as Premier, Standard, or VIP.

Data type: String

Maximum length: 40
end_date Date the checking account ends.

Data type: String (Date)

Maximum length: 40
external_id Unique identifier used to cross-reference this credit card account to a record in an external system, such as a credit card insurance ID.

Data type: String

Maximum length: 255
interest_credit_account Sys_id of the deposit account associated with this checking account. Located in the Deposit Account [sn_bom_deposit_account] table.

Data type: String
interest_rate_apy Annual percentage yield for the checking account.

Data type: Number (Integer)

Maximum length: 40
interest_rate_end_date End date of the current interest rate.

Data type: String (Date)

Maximum length: 40
interest_rate_start_date Start date of the current interest rate.

Data type: String (Date)

Maximum length: 40
name Full name of the primary person associated with the checking account.

Data type: String

Maximum length: 255
number Case number.

Data type: String

Maximum length: 40
open_date Date when the checking account was first opened.

Data type: String (Date)

Maximum length: 40
other_margin Preferential discounts that are applicable to a category of customers, such as minors or senior citizens.

Data type: String

Maximum length: 40
parent_sold_product Sys_id of the parent product associated with this entity. Located in the Sold Product [sn_install_base_sold_product] table.

Data type: String (Reference)
product Sys_id of the of the customer checking account. Located in the Product Model [cmdb_model] table.

Data type: String (Reference)
request_channel Type of communications channel (digital or banker assisted) the customer used to make the credit limit request.

Data type: String

Maximum length: 40
secondary_consumer Sys_id of the secondary customer's account. Located in the Consumer [csm_consumer] table.

Data type: String
sourced_channel Source of the customer's business, such as broker or customer referral.

Data type: String

Maximum length: 40
start_date Date when the checking account was opened.

Data type: String (Date)

Maximum length: 40
statement_frequency Frequency of statements sent to the customer, such as monthly, quarterly, bi-annually, or annually.

Data type: String

Maximum length: 40
statement_mode Method in which the statement is delivered to the customer, such as physical or online.

Data type: String

Maximum length: 40
status Current status of the account, such as active, blocked, closed, cancelled, and so on.

Data type: String

Maximum length: 40
sys_class_name Table that contains the case record.

Data type: String

Maximum length: 80
sys_created_by Person that initially opened the case.

Data type: String

Maximum length: 40
sys_created_on Date and time when the case was initially created.

Data type: String (Date)

Maximum length: 40
sys_domain Domain associated with the case.

Data type: String

Maximum length: 32

Default: global
sys_id Unique identifier of the credit card record.

Data type: String
sys_mod_count Number of updates to the case since it was initially created.

Data type: Number (Integer)

Maximum length: 40
sys_updated_by Person that last updated the case.

Data type: String

Maximum length: 40
sys_updated_on Date and time when the case was last updated.

Data type: String (Date)

Maximum length: 40

Personal Loan [sn_bom_personal_loan] table

ParameterDescription
account
Sys_id of the account record associated with the case.

Data type: String

Table: Account [customer_account]
account_number Customer's account number. By default, this is the display value for the record.

Data type: String

Maximum length: 40
accrued_interest Amount of accrued interest as of the date it is being viewed.

Data type: Number (Currency)

Maximum length: 20
active Flag that indicates whether the account is active.
Possible values:
  • true: Account is currently active.
  • false: Account is inactive.

Data type: Boolean

Default: true
amount Sanctioned loan amount.

Data type: Number (Currency)

Maximum length: 20
application_id Unique identifier of the application submitted when applying for the personal loan.

Data type: String

Maximum length: 255
apr Annual percentage rate for the personal loan.

Data type: Number (Integer)

Maximum length: 40
balance Outstanding balance on the loan.

Data type: Number (Currency)

Maximum length: 20
base_currency Sys_id of the base currency used by the loan. Located in the Currency [fx_currency] table.

Data type: String (Reference)
closure_date Date that the personal loan account was closed.

Data type: String (Date)

Maximum length: 40
consumer Sys_id of the primary consumer record associated with the loan. Located in the Consumer [csm_consumer] table.

Data type: String (Reference)
cosigner Sys_id of the cosigner consumer record associated with the loan. Located in the Consumer [csm_consumer] table.

Data type: String (Reference)
credit_facility_id Unique identifier of the credit facility linked to the loan.

Data type: String

Maximum length: 255
customer_class Free-form classification of customers, such as Premier, Standard, or VIP.

Data type: String

Maximum length: 40
days_past_due Number of days that the current loan payment is past due.

Data type: Number (Integer)

Maximum length: 40
delinquency_status Flag that indicates whether the account is currently delinquent.
Possible values:
  • Yes: Account is delinquent
  • No: Account is not delinquent

Data type: String

Maximum length: 40
disbursed_amout Total amount of money that has been borrowed by the associated customer.

Data type: Number (Currency)

Maximum length: 20
document_id Unique identifier of the documents associated with this mortgage in an external document management system.

Data type: String

Maximum length: 255
end_date End date of the personal loan.

Data type: String (Date)

Maximum length: 40
external_id Unique identifier used to cross-reference this loan account to a record in an external system.

Data type: String

Maximum length: 255
federal_backed_load Flag that indicates whether the associated loan is federally backed.
Possible values:
  • Yes: Federally backed loan
  • No: Not a federally backed loan

Data type: String

Maximum length: 40
grace_period_for repayment Number of days that a customer has after the due date to send in a payment without penalties.

Data type: Number (Integer)

Maximum length: 40
guarantor Sys_id of the person that is guaranteeing the loan. Located in the Consumer [csm_consumer] table.

Data type: String (Reference)
interest_rate Current interest rate of the loan.

Data type: Number (Floating-point)

Maximum length: 40
interest_type Type of interest associated with the loan, such as fixed or floating.

Data type: String

Maximum length: 40
is_lending_insured Flag that indicates whether the account is insured.
Possible values:
  • true: Account is insured.
  • false: Account isn't insured.

Data type: Boolean
last_payment_amount Amount of the most recent payment made on the loan.

Data type: Number (Currency)

Maximum length: 20
last_payment_date Date of the most recent payment made on the loan.

Data type: String (Date)

Maximum length: 40
last_reviewed_on Date the loan was last reviewed.

Data type: String (Date)

Maximum length: 40
loan_classification Classification of the loan, such as standard, sub-standard, doubtful, or loss assets.

Data type: String

Maximum length: 40
maturity_date Date on which the loan becomes due.

Data type: String (Date)

Maximum length: 40
moratorium_end_date End date of any imposed moratorium (suspension of payment.)

Data type: String (Date)

Maximum length: 40
moratorium_period Period for which the customer has a suspension of loan repayment, such as 6 months, 1 year, 2 years, and so on.

Data type: String

Maximum length: 40
moratorium_start_date Date on which the customer suspended payments on the loan.

Data type: String (Date)

Maximum length: 40
name Full name of the primary person responsible for the loan.

Data type: String

Maximum length: 255
next_review_on Date on which the loan is to be reviewed.

Data type: String (Date)

Maximum length: 40
no_of_installments Number of payments due on the loan.

Data type: Number (Integer)

Maximum length: 40
no_of_installment_deferrals_made Number of times the customer deferred their payment on the loan.

Data type: Number (Integer)

Maximum length: 40
number Case number.

Data type: String

Maximum length: 40
open_date Date when the personal loan account was first opened.

Data type: String (Date)

Maximum length: 40
parent_sold_product Sys_id of the parent product associated with this entity. Located in the Sold Product [sn_install_base_sold_product] table.

Data type: String (Reference)
pending_installments Number of payments remaining on the loan.

Data type: Number (Integer)

Maximum length: 40
prepayment_allowed Flag that indicates whether the loan allows prepayments.
Possible values:
  • Yes: Prepayments allowed
  • No: Prepayments not allowed

Data type: String

Maximum length: 40
principal_balance Amount of the remaining loan principal.

Data type: Number (Currency)

Maximum length: 20
product Sys_id of the product model of the asset associated to the case. Located in the Product Model [cmdb_model] table.

Data type: String (Reference)
purpose How the funds of the loan will be used by the customer, such as working capital or equipment purchase.

Data type: String

Maximum length: 40
request_channel Type of communications channel (digital or banker assisted) the customer used to make the credit limit request.

Data type: String

Maximum length: 40
risk_rating Risk associated with this loan account.

Data type: Number (Integer)

Maximum length: 40
rollover_mode Method in which a customer can extend the loan, such as auto rollover or manual rollover.

Data type: String

Maximum length: 40
rollover_possible Flag that indicates whether the balance due on the loan can be rolled over in the future.
Possible values:
  • Yes: Rollover is available
  • No: Rollover isn't available

Data type: String

Maximum length: 40
secondary_consumer Sys_id of the secondary customer's account. Located in the Consumer [csm_consumer] table.

Data type: String
sourced_channel Source of the customer's business, such as broker or customer referral.

Data type: String

Maximum length: 40
start_date Start date of the personal loan.

Data type: String (Date)

Maximum length: 40
statement_frequency Frequency of statements sent to the customer, such as monthly, quarterly, bi-annually, or annually.

Data type: String

Maximum length: 40
statement_mode Method in which the statement is delivered to the customer, such as physical or online.

Data type: String

Maximum length: 40
status Current status of the account, such as issued, active, blocked, closed, cancelled, and so on.

Data type: String

Maximum length: 40
sys_class_name Table that contains the case record.

Data type: String

Maximum length: 80
sys_created_by Name of the entity that created this record.

Data type: String

Maximum length: 40
sys_created_on Date and time that the record was originally created.

Data type: String (Date)

Maximum length: 40
sys_domain Unique identifier of the domain associated with the record.

Data type: String

Maximum length: 32

Default: global
sys_id Unique identifier of the personal loan record.

Data type: String
sys_mod_count Number of times the record has been updated.

Data type: Number (Integer)

Maximum length: 40
sys_updated_by Name of the entity that last updated this record.

Data type: String

Maximum length: 40
sys_updated_on Date and time that the record was last updated.

Data type: String (Date)

Maximum length: 40
term Number of terms associated with the loan.

Data type: Number (Integer)

Maximum length: 40