As per my practical experience Level 1 support means, the users getting support directly from the people they call for assistance. In an MNC work culture there will be a toll free number for the users to call. The agents who attend this call will try to resolve the user issues directly, that is Level 1 Indicates.
Level 2 : In case that agent cannot resolve this issue online, they will transfer this case to the support peoples they can directly visit the user desk or side to resolve this issue by raising a ticket using ticketing tool.
Level 3 : This is the level of support, that user issue should be escalated to the next level were the direct visited support engineers cannot resolve this issue and they should depend the support from another team. Example : Wintel team, Network team etc..
Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer ,Hardware configurations etc…
Level 2 generally handles configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle.
Level 3 support – Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.
rowno() as Month,
'Q' & Ceil (rowno()/3) as Quarter
min(OrderDate) as minDate,
max(OrderDate) as maxDate
Let varMinDate = Num(Peek('minDate', 0, 'Temp'));
Let varMaxDate = Num(Peek('maxDate', 0, 'Temp'));
DROP Table Temp;
$(varMinDate) + Iterno()-1 As Num,
Date($(varMinDate) + IterNo() - 1) as TempDate
AutoGenerate 1 While $(varMinDate) + IterNo() -1 <= $(varMaxDate);
TempDate AS OrderDate,
week(TempDate) As Week,
Year(TempDate) As Year,
Month(TempDate) As Month,
Day(TempDate) As Day,
YeartoDate(TempDate)*-1 as CurYTDFlag,
YeartoDate(TempDate,-1)*-1 as LastYTDFlag,
inyear(TempDate, Monthstart($(varMaxDate)),-1) as RC12,
// date(monthstart(TempDate), 'MMM-YYYY') as MonthYear,
ApplyMap('QuartersMap', month(TempDate), Null()) as Quarter,
Week(weekstart(TempDate)) & '-' & WeekYear(TempDate) as WeekYear,
WeekDay(TempDate) as WeekDay
Order By TempDate ASC;
Drop Table TempCalendar;
alt( Date#( Date_Field , ‘YYYY/MM/DD’ ),
Date#( Date_Field , ‘MM/DD/YYYY’ ),
Date#( Date_Field , ‘MM/DD/YY’ ),
‘Not Valid Date’ )
alt(Measure1,0) + alt(Measure2,0)
Pick(WildMatch(Month, 'Jan', 'Feb', 'Mar', 'Apr', 'May', 'Jun', 'Jul', 'Aug', 'Sep', 'Oct', 'Nov', 'Dec'),
'01', '02', '03', '04', '05', '06', '07', '08', '09', '10', '11', '12')
Pick(WildMatch(COUNTRY, 'SG', 'IN', 'ID', 'HK', 'CN', 'TW'),
'Singapore', 'India', 'Indonesia', 'Hong Kong', 'China', 'Taiwan')