Data Extract is the process of viewing data from the CSM data source. This article lists a number of tables containing the list of entities. You can use these details to create new reports using your reporting tool.
Note: You can access these tables only if you access to your read-only database using connecting from VPN.
Data Extract is enabled by a set of scripts that run against the customer’s Production database. The script executes queries to extract data from the database and this extracted data is exported to an MS Access file. The Data Extract process runs on the server that hosts customers’ Production databases.
The table below lists the entities that are extracted and exported to the MS Access file. The following entities are present in the Data Extracts:
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| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| item_id | Identifier of the ticket-specific details from APP_ITEM | BIGINT | Long Integer (4) |
| case_id | Case ID | BIGINT | Long Integer (4) |
| ticket_id | An ID identifying a ticket | BIGINT | Long Integer (4) |
| ticket_status | Status of the ticket (New/Queued/Closed) | NVARCHAR(50) | Memo Memo (-) |
| ticket_reason_code | Reason code for any action that is taken on the ticket which resulted in the state change. | NVARCHAR(50) | Memo Memo (-) |
| modifieddatetext | Last Modified Ticket Date in formatted value (DD/MM/YYYY) | - - | DateDate/Time (8) |
| createddatetext | Ticket Created Date | - - | Date/Time (8) |
| modified_date | Last Modified Ticket Date | INT | Long Long Integer (4) |
| ticket_priority | Ticket Priority | NVARCHAR (50) | Memo (-) |
| ticket_description | Ticket Description | NVARCHAR (256) | Memo (-) |
| created_by_group_name | Group ID of the creator group of the ticket | NVARCHAR (50) | Memo (-) |
| created_by_name | First name of the ticket creator | --- | TextText |
| created_by_last_name | Last name of the ticket creator | --- | TextText |
| createdbyname | Name of the ticket creator | --- | Memo Memo (-) |
| assigned_to_group_name | Name of group to whom ticket is assigned. | NVARCHAR (50) | Memo (-) |
| assigned_to_name | First name of the individual to whom ticket is assigned. | NVARCHAR | TextText |
| assigned_to_last_name | Last name of the individual to whom ticket is assigned. | ||
| assignedtoindividual | Name of individual to whom ticket is assigned. | - - | Memo (-) |
| modified_by_group_name | Last ticket modified group name. | NVARCHAR (50) | Memo (-) |
| modified_by_name | First name of the person who modified the ticket. | NVARCHAR | |
| modified_by_last_name | Last name of the person who modified the ticket. | NVARCHAR | |
| modifiedbyname | Last ticket modified. | - - | Memo (-) |
| person1_e_mail | Requester's email. | NVARCHAR (126) | Memo (-) |
| person1_first_name | First name of the ticket requester. | NVARCHAR | |
| person1_last_name | Last name of the ticket requester. | NVARCHAR | |
| requester | Requester's name. | BIGINT | Memo (-) |
| person1_job_title | Requester's job title. | NVARCHAR (126) | Memo (-) |
| person1_phone1 | Requester's phone number. | NVARCHAR (50) | Memo Memo (-) |
| person1_org_name | Requester's organization name. | NVARCHAR (50) | Memo (-) |
| person1_hierarchical_path | Requester's organization hierarchical path | NVARCHAR (4000) | Memo Memo (-) |
| person2_e_mail | Email id of the ticket requested for. | NVARCHAR | TextText |
| person2_first_name | First name of the ticket requested for. | NVARCHAR | TextText |
| person2_last_name | Last name of the ticket requested for. | NVARCHAR | TextText |
| requester2 | Name of the requested for. | NVARCHAR | TextText |
| person2_job_title | Job title of the ticket requested for. | NVARCHAR | TextText |
| person2_phone1 | Phone number of the ticket requested for. | NVARCHAR | TextText |
| person2_org_name | Requested for organization name. | NVARCHAR (50) | Memo (-) |
| person2_hierarchical_path | Requested for organization hierarchical path. | NVARCHAR (4000) | Memo (-) |
| ccti_id | ccti_id identifies the categorization of the ticket. | BIGINT | Long Long Integer (4) |
| ccti_class | CCTI Class | NVARCHAR (50) | Memo Memo (-) |
| ccti_category | CCTI Category | NVARCHAR (50) | Memo Memo (-) |
| ccti_type | The CCTI item type. | NVARCHAR (50) | Memo (-) |
| ccti_item | CCTI item | NVARCHAR (50) | Memo (-) |
| person1_alt_phone | Phone no of the contact who is the requester of the ticket. | NVARCHAR (50) | Memo (-) |
| person1_alt_email | Email of the contact who is the requester of the ticket. | NVARCHAR (126) | Memo (-) |
| ticket_solution_id | Identifier of the solution that is used to resolve this ticket. | BIGINT | Long Long Integer (4) |
| person2_alt_phone | Phone number of the requester for whom to contact for who is having the Issue/Requested on behalf of the contact for this ticket. | NVARCHAR (50) | Memo (-) |
| person2_alt_email | Email address of the requester for whom to contact for who is having the Issue/Requested on behalf of the contact for this ticket. | NVARCHAR (126) | Memo (-) |
| resolution | Ticket resolution. | NVARCHAR (4000) | Memo (-) |
| cause | Ticket cause. | NVARCHAR (50) | Memo (-) |
| severity | Severity specifies the ticket severity. | NVARCHAR (50) | Memo (-) |
| ticket_phase | The current lifecycle phase/stage of the service desk ticket. | NVARCHAR (50) | Memo (-) |
| ticket_source | Ticket source. | NVARCHAR (50) | Memo (-) |
| ticket_impact | Ticket impact. | NVARCHAR (50) | Text (255) |
| ticket_urgency | Ticket urgency. | NVARCHAR (50) | Text Text (255) |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INTEGER |
...
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| item_id | Identifier of the ticket-specific details from APP_ITEM | BIGINT | Long Integer (4) |
| case_id | Case ID | BIGINT | Long Integer (4) |
| ticket_id | An ID identifying a ticket. | BIGINT | Long Integer (4) |
| ticket_status | Status of the ticket (New/Queued/Closed). | NVARCHAR (50) | Memo (-) |
| ticket_reason_code | Reason code for any action that is taken on the ticket which resulted in the state change. | NVARCHAR (50) | Memo (-) |
| modifiedatetext | Last modified ticket date in formatted value (DD/MM/YYYY). | - - | Date/Time (8) |
| createddatetextcreateddatetext | Ticket created date. | - - | Date/Time (8) |
| modified_date | Last modified ticket date. | INT | Long Integer (4) |
| created_date | Date in milliseconds when the ticket is created. | INT | Long Long Integer (4) |
| ticket_priority | Ticket priority. | NVARCHAR (50) | Memo (-) |
| ticket_description | Ticket description. | NVARCHAR (256) | Memo (-) |
| created_by_group_name | Group ID of the creator group of the ticket. | NVARCHAR (50) | Memo (-) |
| created_by_name | First name of the ticket creator. | NVARCHAR | |
| created_by_last_name | Last name of the ticket creator. | NVARCHAR | |
| createdbyname | Name of the ticket creator. | - - | Memo (-) |
| assigned_to_group_name | Name of the group to whom ticket is assigned. | NVARCHAR (50) | Memo (-) |
| assigned_to_name | Name of the individual to whom ticket is assigned. | NVARCHAR | |
| assigned_to_last_name | Last name of the individual to whom ticket is assigned. | NVARCHAR | |
| assignedtoindividual | Name of the individual to whom ticket is assigned. | - - | Memo (-) |
| modified_by_group_name | Last ticket modified group name. | NVARCHAR (50) | Memo (-) |
| modified_by_name | Last ticket modified. | - - | Memo (-) |
| modified_by_last_name | Last name of the individual who modified the ticket. | NVARCHAR | |
| modifiedbyname | Last Ticket Modified. | - - | Memo (-) |
| person1_e_mail | Requester's email. | NVARCHAR (126) | Memo (-) |
| person1_first_name | First name of the requester. | NVARCHAR | |
| person1_last_name | Last name of the requester. | NVARCHAR | |
| requester | Requester's name. | BIGINT | Memo Memo (-) |
| person1_job_title | Requester's job title. | NVARCHAR (126) | Memo (-) |
| person1_phone1 | Requester's phone number. | NVARCHAR (50) | Memo (-) |
| person1_org_name | Requester's organization name. | NVARCHAR (50) | Memo (-) |
| person1_hierarchical_path | Requester's organization hierarchical path. | NVARCHAR (4000) | Memo Memo (-) |
| person2_e_mail | Requested for email id. | NVARCHAR (126) | Memo (-) |
| person2_first_name | First name of the requested for. | NVARCHAR | |
| person2_last_name | Last name of the requested for. | NVARCHAR | |
| requester2 | Name of the requested for. | BIGINT | Memo (-) |
| person2_job_title | Requested for job title. | NVARCHAR (126) | Memo (-) |
| person2_phone1 | Requested for phone number. | NVARCHAR (50) | Memo Memo (-) |
| person2_org_name | Requested for organization name. | NVARCHAR (50) | Memo (-) |
| person2_hierarchical_path | Requested for organization's hierarchical path. | NVARCHAR (4000) | Memo Memo (-) |
| ccti_id | The categorization for the configuration item. | BIGINT | Long Integer (4) |
| ccti_class | CCTI class | NVARCHAR (50) | Memo (-) |
| ccti_category | CCTI category | NVARCHAR (50) | Memo (-) |
| ccti_type | The CCTI item type. | NVARCHAR (50) | Memo (-) |
| ccti_item | CCTI item | NVARCHAR (50) | Memo (-) |
| person1_alt_phone | Phone no of the contact who is the requester of the ticket. | NVARCHAR (50) | Memo (-) |
| person1_alt_email | Email of the contact who is the requester of the ticket. | NVARCHAR (126) | Memo (-) |
| ticket_solution_id | Identifier of the solution that is used to resolve this ticket. | BIGINT | Long Integer (4) |
| person2_alt_phone | Phone number of the requester for whom to contact for who is having the Issue/Requested on behalf of the contact for this ticket. | NVARCHAR (50) | Memo (-) |
| person2_alt_email | Email address of the requester for whom to contact for who is having the Issue/Requested on behalf of the contact for this ticket. | NVARCHAR (126) | Memo (-) |
| resolution | Ticket resolution. | NVARCHAR (4000) | Memo (-) |
| cause | Ticket cause. | NVARCHAR (50) | Memo (-) |
| severity | Severity specifies the severity of the ticket. | NVARCHAR (50) | Memo (-) |
| description_long | Long description of the problem faced. | NVARCHAR (4000) | Memo (-) |
| created_by_contact_id | The contact person who created this problem ticket. | BIGINT | Long Long Integer (4) |
| assigned_to_contact_id | Identify the individual/contact to which the ticket is assigned. | BIGINT | Long Integer (4) |
| modified_by_contact_id | modified_by_contact_id identifies the contact who modified the ticket. | BIGINT | Long Integer (4) |
| person1_contact_id | Identification for the contact who is the requester of the ticket. | BIGINT | Long Integer (4) |
| person2_contact_id | Identification for the contact who is the requester of the ticket. | BIGINT | Long Integer (4) |
| ci_name | Name of the configuration item. | NVARCHAR | |
| affected_service | Affected service. | BIGINT | Memo (-) |
| ticket_phase | The current lifecycle phase/stage of the service desk ticket. | NVARCHAR (50) | Memo (-) |
| ticket_source | Ticket source. | NVARCHAR (50) | Memo (-) |
| ticket_impact | Ticket impact. | NVARCHAR (50) | Text (255) |
| ticket_urgency | Ticket urgency. | NVARCHAR (50) | Text (255) |
| archivedarchived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
...
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| item_id | Identifier of the ticket specific details from APP_ITEM. | BIGINT | Long Integer (4) |
| case_id | Identifier of the case. | BIGINT | Long Integer (4) |
| ticket_id | An ID identifying a ticket. | BIGINT | Long Integer (4) |
| ticket_status | Status of the ticket (New/Queued/Closed). | NVARCHAR (50) | Memo (-) |
| ticket_reason_code | Reason code for any action taken on the ticket which resulted in the state change. | NVARCHAR (50) | Memo (-) |
| modifieddatetext | Last Modified Ticket Date in formatted value (DD/MM/YYYY). | - - | Date/Time (8) |
| createddatetext | Ticket created date in formatted value (DD/MM/YYYY). | - - | DateDate/Time (8) |
| modified_date | Last modified ticket date. | INT | Long Integer (4) |
| created_date | Date in milliseconds when the ticket is created. | INT | Long Long Integer (4) |
| ticket_priority | Priority of the ticket. | NVARCHAR (50) | Memo (-) |
| ticket_description | Description of the ticket. | NVARCHAR (50) | Memo Memo (-) |
| created_by_group_name | Group ID of the creator group of the ticket. | NVARCHAR (50) | Memo (-) |
| created_by_name | Name of the ticket creator. | - - | Memo Memo (-) |
| created_by_last_name | Last name of the ticket creator. | NVARCHAR | |
| createdbyname | Name of the ticket creator. | - - | Memo Memo (-) |
| assigned_to_group_name | Name of the group to whom ticket is assigned. | NVARCHAR (50) | Memo (-) |
| assigned_to_name | Name of the individual to whom ticket is assigned. | NVARCHAR | |
| assigned_to_last_name | Name of the individual to whom ticket is assigned. | NVARCHAR | |
| assignedtoindividual | Name of individual to whom ticket is assigned. | - - | Memo Memo (-) |
| modified_by_group_name | Last ticket modified group name. | NVARCHAR (50) | Memo (-) |
| modified_by_name | Name of the individual who modified the ticket. | NVARCHAR | |
| modified_by_last_name | Last name of the individual who modified the ticket. | NVARCHAR | |
| modifiedbyname | Last ticket modified. | - - | Memo (-) |
| person1_e_mail | Requester's email. | NVARCHAR (126) | Memo (-) |
| person1_first_name | First name of the requester. | NVARCHAR | |
| person1_last_name | Last name of the requester. | NVARCHAR | |
| requester | Name of the requester. | BIGINT | Memo Memo (-) |
| person1_job_title | Requester's job title. | NVARCHAR (126) | Memo (-) |
| person1_phone1 | Requester's phone number. | NVARCHAR (50) | Memo (-) |
| person1_org_name | Requester's organization name. | NVARCHAR (50) | Memo (-) |
| person1_hierarchical_path | The organization hierarchical path of the requester. | NVARCHAR (4000) | Memo (-) |
| person2_e_mail | Requested for email id. | NVARCHAR (126) | Memo (-) |
| person2_first_name | First name of the requested for. | NVARCHAR | |
| person2_last_name | Last name of the requested for. | NVARCHAR | |
| requester2 | Requested for name. | BIGINT | Memo (-) |
| person2_job_title | Requested for job title. | NVARCHAR (126) | Memo (-) |
| person2_phone1 | Requested for phone number. | NVARCHAR (50) | Memo (-) |
| person2_org_name | Requested for organization name. | NVARCHAR (126) | Memo (-) |
| person2_hierarchical_path | The organization hierarchical path of requested for ticket. | NVARCHAR (4000) | Memo (-) |
| ccti_id | Identifies in which categorization the ticket lies. | BIGINT | Long Integer (4) |
| ccti_class | Class of a CCTI. | NVARCHAR (50) | Memo (-) |
| ccti_category | Category of a CCTI. | NVARCHAR (50) | Memo (-) |
| ccti_type | Type of CCTI. | NVARCHAR | |
| ccti_item | Item of the CCTI. | NVARCHAR (50) | Memo (-) |
| person1_alt_phone | Phone number of the contact who is the requester of the ticket. | NVARCHAR (50) | Memo (-) |
| person1_alt_email | Email of the contact who is the requester of the ticket. | NVARCHAR (126) | Memo (-) |
| ticket_solution_id | Identifier of the solution used to resolve this ticket. | BIGINT | Long Integer (4) |
| person2_alt_phone | Phone number of the requested for whom to contact for who is having the Issue/Requested on behalf of the contact for this ticket. | NVARCHAR (50) | Memo (-) |
| person2_alt_email | Email address of the requested for whom to contact for who is having the Issue/Requested on behalf of the contact for this ticket. | NVARCHAR (126) | Memo (-) |
| ticket_details | Description of a ticket. | NVARCHAR (4000) | Memo Memo (-) |
| created_by_contact_id | The contact person who created this change ticket. | BIGINT | Long Integer (4) |
| assigned_to_contact_id | Identify the individual/contact to which the ticket is assigned. | BIGINT | Long Integer (4) |
| modified_by_contact_id | Identifies the contact who modified the ticket. | BIGINT | Long Integer (4) |
| person1_contact_id | Identification for the contact who is the requester of the ticket. | BIGINT | Long Integer (4) |
| person2_contact_id | Identification for the contact who is the requester of the ticket. | BIGINT | Long Integer (4) |
| affected_service | Service that is affected. | NVARCHAR (126) | Memo (-) |
| ticket_phase | The current lifecycle phase/stage of the service desk ticket. | NVARCHAR (50) | Memo (-) |
| ticket_source | Source of the ticket. | NVARCHAR (50) | Memo Memo (-) |
| business_criticality | The criticality of this change from the business point of view. | NVARCHAR (50) | Memo (-) |
| change_subtype | Subtype of a change. | NVARCHAR (50) | Memo (-) |
| outage_type | The type of outage or disruption expected during the implementation of the requested change. | NVARCHAR (30) | Memo (-) |
| outage_duration | The approximate length of the outage. | INT | Text (255) |
| risk_assessment | The predicted impact of the requested change. | NVARCHAR (30) | Text Text (255) |
| planned_start_date | The planned start date to begin this change. | INT | Long Integer (4) |
| planned_end_date | The planned end date to complete this change. | INT | Long Integer (4) |
| planned_start_datetext | The planned start date to complete this change in formatted text (DD/MM/YYYY). | - - | Date/Time (8) |
| planned_end_datetext | The planned end date to complete this change in formatted text (DD/MM/YYYY). | - - | DateDate/Time (8) |
| planned_duration | The planned duration to complete this change. | INT | Long Integer (4) |
| actual_start_date | The actual start date when the change would be started. | INT | Long Integer (4) |
| actual_end_date | The actual end date when the change would be completed. | INT | Long Integer (4) |
| actual_start_datetext | The actual start date when the change would be started in formatted text (DD/MM/YYYY). | - - | DateDate/Time (8) |
| actual_end_datetext | The actual end date when the change would be completed in formatted text (DD/MM/YYYY). | - - | Date/Time (8) |
| actual_duration | The actual duration to complete the work to be done to implement the change. | INT | Long Integer (4) |
| ticket_impact | Value in the Ticket impact field. | NVARCHAR (50) | Text (255) |
| ticket_urgency | Value in the Ticket Urgency field. | NVARCHAR (50) | Text (255) |
| implementation_verification_plan | The plan for implementing this change. | NVARCHAR (4000) | Memo |
| changed_impacted | The environments that might get affected due to the change. | NVARCHAR (4000) | Memo |
| cis_affected | The Configuration Items that will get affected after making this change. | NVARCHAR (4000) | Memo |
| locations_affected | The sites and locations that can be affected by this change. | NVARCHAR (4000) | Memo |
| environment_affected | The environment that may be impacted by the change. | NVARCHAR (4000) | Memo |
| backout_plan | The back-out plans for change rollback in case the change fails or something goes wrong while making the change. | NVARCHAR (4000) | Memo |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
...
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| item_id | The item identifier of the change request that is submitted for approval. | BIGINT | Long Integer (4) |
| appr_history_id | The approval routing process history record to which the support request (ticket) approval record is associated. | BIGINT | Long Integer (4) |
| appr_phase | The lifecycle phase/stage of the support request (ticket) when the approval routing process was initiated. | NVARCHAR (256) | Memo (-) |
| appr_status | The approval status of the support request (ticket) when the approval routing process was initiated. | NVARCHAR (256) | Memo Memo (-) |
| appr_voting_type | The approval voting process that is in force for the current approval stage. Allowed Values - 0: A service desk ticket is treated as approved or rejected only when all of the designated/authorized voting members have submitted their approval or denial decisions. 1: A service desk ticket is treated as approved or rejected when any one of the designated/authorized voting members has submitted their approval or denial decision. | INT | Text (255) |
| approver_id | Id of the approver. | BIGINT | Long Integer (4) |
| last_name | Last name of the approver. | NVARCHAR | |
| first_name | First name of the approver. | NVARCHAR | |
| approver_name | Name of the approver. | - - | Text Text (255) |
| appr_role | A flag that denotes whether the contact has been designated as an approver or a reviewer. | NVARCHAR (20) | Text (255) |
| group_name | Approval group name. | NVARCHAR (126) | Text Text (255) |
| decision | Approval decision (approved/rejected/need more information). | NVARCHAR (30) | Text (255) |
| decision_date | Date of approval decision. | INT | Long Integer (4) |
| decision_datetext | Date of approval decision in formatted text (DD/MM/YYYY). | - - | DateDate/Time (8) |
| comment_text | |||
| approver_comment | The review decisions, observations, suggestions, or extra information requirements regarding the submitted change. | NVARCHAR (4000) | Memo (-) |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
...
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| item_id | Identifier of the ticket-specific details from APP_ITEM. | BIGINT | Long Integer (4) |
| case_id | Case ID | BIGINT | Long Integer (4) |
| ticket_id | An ID identifying a ticket. | BIGINT | Long Integer (4) |
| ticket_status | Status of the ticket (New/Queued/Closed). | NVARCHAR (50) | Memo (-) |
| ticket_reason_code | Reason code for any action that is taken on the ticket which resulted in the state change. | NVARCHAR (50) | Memo (-) |
| modifieddatetext | Last Modified Ticket Date in formatted value (DD/MM/YYYY). | - - | DateDate/Time (8) |
| createddatetext | Ticket created date. | - - | DateDate/Time (8) |
| modifiedmodified_date | Last modified ticket date. | INT | Long Integer (4) |
| created_date | Date in milliseconds when the ticket is created. | INT | Long Integer (4) |
| ticket_priority | Ticket priority. | NVARCHAR (50) | Memo Memo (-) |
| ticket_description | Ticket description. | NVARCHAR (256) | Memo (-) |
| created_by_group_name | Group ID of the creator group of the ticket. | NVARCHAR (50) | Memo (-) |
| created_by_name | Name of the individual who created the ticket. | NVARCHAR | |
| created_by_last_name | Last name of the individual who created the ticket. | NVARCHAR | |
| createdbyname | Name of the ticket creator. | - - | Memo (-) |
| assigned_to_group_name | Name of the group to whom ticket is assigned. | NVARCHAR (50) | Memo (-) |
| assigned_to_name | Name of the individual to whom ticket is assigned. | NVARCHAR | |
| assigned_to_last_name | Last name of the individual to whom ticket is assigned. | NVARCHAR | |
| assignedtoindividual | Name of individual to whom ticket is assigned. | - - | Memo Memo (-) |
| modified_by_group_name | Last ticket modified group name. | NVARCHAR (50) | Memo (-) |
| modified_by_name | Name of the individual who modified the ticket. | NVARCHAR | |
| modified_by_last_name | Last name of the individual who modified the ticket. | NVARCHAR | |
| modifiedbyname | Last ticket modified. | - - | Memo (-) |
| person1_e_mail | Requester's email. | NVARCHAR (126) | Memo (-) |
| person1_first_name | First name of the requester. | NVARCHAR | |
| person1_last_name | Last name of the requester. | NVARCHAR | |
| requester | Requester's name. | BIGINT | Memo (-) |
| person1_job_title | Requester's job title | NVARCHAR (126) | Memo (-) |
| person1_phone1 | Requester's phone number. | NVARCHAR (50) | Memo (-) |
| person1_org_name | Requester's organization name. | NVARCHAR (50) | Memo (-) |
| person1_hierarchical_path | Requester's organization hierarchical path. | NVARCHAR (4000) | Memo (-) |
| person2_e_mail | Email id of the requested for. | NVARCHAR (126) | Memo (-) |
| person2_first_name | First name of the requested for. | NVARCHAR | |
| person2_last_name | Last name of the requested for. | NVARCHAR | |
| requester2 | Name of the requested for. | BIGINT | Memo Memo (-) |
| person2_job_title | Requested for job title. | NVARCHAR (126) | Memo (-) |
| person2_phone1 | Requested for phone number. | NVARCHAR (50) | Memo (-) |
| person2_org_name | Requested for organization name. | NVARCHAR (50) | Memo (-) |
| person2_hierarchical_path | Requested for organization hierarchical path. | NVARCHAR (4000) | Memo (-) |
| ccti_id | The categorization for the configuration item. | BIGINT | Long Long Integer (4) |
| ccti_class | CCTI class. | NVARCHAR (50) | Memo Memo (-) |
| ccti_category | CCTI category | NVARCHAR (50) | Memo Memo (-) |
| ccti_type | CCTI item type. | NVARCHAR (50) | Memo (-) |
| ccti_item | CCTI item | NVARCHAR (50) | Memo (-) |
| person1_alt_phone | Phone number of the contact who is the requester of the ticket. | NVARCHAR (50) | Memo (-) |
| person1_alt_email | Email of the contact who is the requester of the ticket. | NVARCHAR (126) | Memo (-) |
| ticket_solution_id | Identifier of the solution that is used to resolve this ticket. | BIGINT | Long Integer (4) |
| person2_alt_phone | Phone number of the requested for whom to contact for who is having the Issue/Requested on behalf of the contact for this ticket. | NVARCHAR (50) | Memo (-) |
| person2_alt_email | Email address of the requested for whom to contact for who is having the Issue/Requested on behalf of the contact for this ticket. | NVARCHAR (126) | Memo Memo (-) |
| resolutionresolution | Ticket resolution. | NVARCHAR (4000) | Memo Memo (-) |
| cause | Ticket cause. | NVARCHAR (50) | Memo (-) |
| description_long | Long description of the issue faced. | NVARCHAR (4000) | Memo (-) |
| created_by_contact_id | The contact person who created this request ticket. | BIGINT | Long Integer (4) |
| assigned_to_contact_id | Identify the individual/contact to which the ticket is assigned. | BIGINT | Long Integer (4) |
| modified_by_contact_id | modified_by_contact_id identifies the contact who modified the ticket. | BIGINT | Long Integer (4) |
| person1_contact_id | Identification for the contact who is the requester of the ticket. | BIGINT | Long Integer (4) |
| person2_contact_id | Identification for the contact who is the requester of the ticket. | BIGINT | Long Integer (4) |
| affected_service | Affected service. | BIGINT | Memo (-) |
| ticket_phase | The current lifecycle phase/stage of the service desk ticket. | NVARCHAR (50) | Memo (-) |
| ticket_source | Ticket source. | NVARCHAR(50) | Memo (-) |
| ticket_impact | Ticket impact. | NVARCHAR(50) | Text (255) |
| ticket_urgency | Ticket urgency. | NVARCHAR(50) | Text Text (255) |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
Entity: DTX_Ticket_CI_Relationship
TICKET_CI_RELATIONSHIP refers to the Ticket to the CI relationship in your instance. The following details about the Ticket CI relationship are available in the extract.
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| ci_id | The associated configuration item to the ticket. | BIGINT | Long Integer (4) |
| item_id | Item ID | BIGINT | Long Integer (4) |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
Entity: DTX_Ticket_Ticket_Relationship
TICKET_TICKET_RELATIONSHIP refers to the Ticket to the Ticket relationship in your instance. The following information about Ticket to ticket relationship is available in the extract.
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| parent_item_id | Parent ticket ID | BIGINT | Long integer (4) |
| item_id | Item ID | BIGINT | Long Integer (4) |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
...
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| item_id | Identifier of the ticket-specific details from APP_ITEM | BIGINT | Long Integer (4) |
| action_created_date | The date when this action occurred | INT | Long Integer (4) |
| actiontakendatetext | The action that is taken in formatted text (DD/MM/YYYY). | - - | Date/Time (8) |
| act_name | Name of the Action option | NVARCHAR (126) | Memo (-) |
| act_description | Description of the Action option | NVARCHAR (256) | Memo (-) |
| action_created_by_contact_id | The contact who caused that action to occur. | BIGINT | Memo (-) |
| action_by_first_name | First name of the person who has taken the action | NVARCHAR | |
| action_by_last_name | Last name of the person who has taken the action. | NVARCHAR | |
| actiontakenby | Identifies the action that is taken on a ticket. | - - | Memo (-) |
| group_name | The group that acted on a ticket. | NVARCHAR (50) | Memo (-) |
| assign_first_name | First name of the individual to whom ticket is assigned. | NVARCHAR | |
| assign_last_name | Last name of the individual to whom ticket is assigned. | NVARCHAR | |
| assignedtoindividual | The individual to whom the ticket is assigned. | - - | Memo (-) |
| assign_contact_id | Identifier of the contact person to whom the assignment is assigned. | BIGINT | Long Integer (4) |
| status | The status that the ticket is set to. | NVARCHAR (50) | Memo (-) |
| status_reason_code | The reason code that is specified for the status. | NVARCHAR (50) | Memo (-) |
| status_end_date | Date status changed (History Record). | INT | Long Integer (4) |
| statusenddatetext | Date Status Changed (History Record) in formatted text (DD/MM/YYYY). | - - | DateDate/Time (8) |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
...
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| row_id | Record identifier. | BIGINT | |
| item_id | Identifier of the custom field details. | BIGINT | Long Integer (4) |
| template_name | The name of the custom attribute template. | NVARCHAR (126) | Text (126) |
| attr_name | attr_name specifies the attribute name. | NVARCHAR (100) | Text (100) |
| attr_data_type | Attribute data type. | INT | Text (1000 |
| attr_value | Attribute value. | NVARCHAR (4000) | Memo Memo (-) |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
...
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| item_id | Item ID | BIGINT | Double (8) |
| row_id | Record identifier | BIGINT | Long Integer (4) |
| ticket_type | Type of the ticket (Service Request/Incident/Problem/Change/Task) | NVARCHAR (50) | Memo (-) |
| agreement_name | The service level agreement name. | NVARCHAR (128) | Memo (-) |
| threshold_value_hhmm | The particular threshold record that defines the target value for a particular service level agreement metric. | NVARCHAR (15) | Memo (-) |
| target_value_hhmmss | The service level target value against which the service level metric was compared to identify the violation. | NVARCHAR (15) | Memo (-) |
| sla_start_time | The starting date that is defined in the service level agreement that is, SLA. | INT | Double (8) |
| sla_due_by | The value of the SLA Threshold determines the due date that is defined in the applicable service level agreement. That is, SLA Target configuration and the starting date timer. The timers are based on the business operating scheduler (working-hour) calendars. | INT | Double (8) |
| compliance_status | The measured compliance status indicator against the predefined service level agreement (SLA) targets. For example, Allowed Values - 0: In Progress, 1: Met SLA, 2: Missed SLA, 3: Approaching Violation Threshold, 4:Aborted, 5:Completed, 6: Ignored, 7: Paused. | INT | Memo (-) |
| compliance_notes | The special notes/remarks regarding the achievement or breach of the service level agreement (SLA) targets for a support request (ticket). | NVARCHAR (4000) | Memo (-) |
| assigned_group_name | The assignment support group for the support request (ticket) for which the service metric value is calculated. | - - | Memo (-) |
| affected_ci_name | The affected/impacted business service (logical CI) name associated with the support request (ticket). | NVARCHAR | |
| affected_ci | Affected CI | - - | Memo Memo (-) |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT | |
| slice | The slice identifies data specific to a customer's application data. | BIGINT |
...