The following entities are present in the DTX extracts:
INCIDENTS refers to the Incident Tickets logged and updated in your instance. Details in the following fields
A Data Extract is a file that contains the customer's service desk related data for on-premise reporting. 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.
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 as Views in the read-only database.
Note: This article applies to the Data Extract provided by support or the current Beta feature that allows customers to connect to a read-only instance of their database via VPN.
The table below lists the entities that are extracted and views are created and made available. The following entities are present in the Data Extracts:
INCIDENTS refers to the Incident Tickets logged and updated in your instance. Details in the following fields of the Incident ticket are available in the extract.
| 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 Status of the ticket (New/Queued/Closed) | NVARCHAR(50) | Memo Memo (-) |
| ticket_reason_code | Reason Reason code for any action that is taken on the ticket which resulted in the state change. | NVARCHAR(50) | Memo Memo (-) |
| modifieddatetext | Last Last Modified Ticket Date in formatted value (DD/MM/YYYY) | - - | DateDate/Time (8) |
| createddatetext | Ticket Ticket Created Date | - - | Date/Time (8) |
| modified_date | Last Last Modified Ticket Date | INT | Long Long Integer (4) |
| ticket_priority | Ticket Ticket Priority | NVARCHAR (50) | Memo (-) |
| ticket_description | Ticket Ticket Description | NVARCHAR (256) | Memo (-) |
| created_by_group_name | Group Group ID of the creator group of the ticket | NVARCHAR (50) | Memo (-) | created_by_name | | | |
| created_by_last_name | | | |
| createdbyname | Name Name of the ticket creator (First Name Last Name) | --- | Memo Memo (-) |
| assigned_to_group_name Name of group to whom ticket is assigned. | NVARCHAR (50) | Memo (-) |
| assigned_to_name | | | |
| assigned_to_last_name | | | Name of group to whom ticket is assigned. | NVARCHAR (50) | Memo (-) |
| assignedtoindividual | Name Name of individual to whom ticket is assigned.assigned (First Name Last Name) | - - | Memo (-) |
| modified_by_group_name | Last Last ticket modified group name. | NVARCHAR (50) | Memo (-) | modified_by_name | | | |
| modified_by_last_name | | | |
| modifiedbyname Last | ticket modified.Last ticket modified (First Name Last Name) | - - | Memo (-) |
| person1_e_mail | Requester's email. | NVARCHAR (126) | Memo (-) |
| person1_first_name | | | |
| person1_last_name | | | |
| requester | Requester's name. | Requester's email. | NVARCHAR (126) | Memo (-) |
| requester | Requester's name (First Name Last Name) | BIGINT | Memo (-) |
| person1_job_title | RequesterRequester's job title. | NVARCHAR (126) | Memo (-) |
| person1_phone1 | RequesterRequester's phone number. | NVARCHAR (50) | Memo Memo (-) |
| person1_org_name | RequesterRequester's organization name. | NVARCHAR (50) | Memo (-) |
| person1_hierarchical_path | RequesterRequester's organization hierarchical path | NVARCHAR (4000) | Memo Memo (-) |
| person2_e_mail | | | |
| person2_first_name | | | |
| person2_last_name | | | |
| requester2 | | | Email id of the ticket requested for. | NVARCHAR | Text |
| requester2 | Name of the requested for (First Name Last Name) | NVARCHAR | Text |
| person2_job_title | | | Job title of the ticket requested for. | NVARCHAR | Text |
| person2_phone1 | Phone number of the ticket requested for. | NVARCHAR | Text |
| person2_org_name | Requested Requested for organization name. | NVARCHAR (50) | Memo (-) |
| person2_hierarchical_path | Requested For Requested for organization hierarchical path. | NVARCHAR (4000) | Memo (-) |
| ccti_id | ccticcti_id identifies the categorization of the ticket. | BIGINT | Long Long Integer (4) |
| ccti_class | CCTI CCTI Class | NVARCHAR (50) | Memo Memo (-) |
| ccti_category | CCTI CCTI Category | NVARCHAR (50) | Memo Memo (-) |
| ccti_type | The The CCTI item type. | NVARCHAR (50) | Memo (-) |
| ccti_item | CCTI CCTI item | NVARCHAR (50) | Memo (-) |
| person1_alt_phone | Phone Phone no of the contact who is the requester of the ticket. | NVARCHAR (50) | Memo (-) |
| person1_alt_email | Email Email of the contact who is the requester of the ticket. | NVARCHAR (126) | Memo (-) |
| ticket_solution_id | Identifier Identifier of the solution that is used to resolve this ticket. | BIGINT | Long Long Integer (4) |
| person2_alt_phone | 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 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 Ticket resolution. | NVARCHAR (4000) | Memo (-) |
| cause | Ticket Ticket cause. | NVARCHAR (50) | Memo (-) |
| severity | Severity Severity specifies the ticket severity. | NVARCHAR (50) | Memo (-) |
| ticket_phase | The The current lifecycle phase/stage of the service desk ticket. | NVARCHAR (50) | Memo (-) |
| ticket_source | Ticket Ticket source. | NVARCHAR (50) | Memo (-) |
| ticket_impact | Ticket Ticket impact. | NVARCHAR (50) | Text (255) |
| ticket_urgency | Ticket 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 |
|
Problems refers to the Problem Tickets logged and updated in your instance. Details in the following fields of the Problem ticket are available in the extract.
| 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 Status of the ticket (New/Queued/Closed). | NVARCHAR NVARCHAR (50) | Memo (-) |
| ticket_reason_code | Reason Reason code for any action that is taken on the ticket which resulted in the state change. | NVARCHAR NVARCHAR (50) | Memo (-) |
| modifiedatetext | Last Last modified ticket date in formatted value (DD/MM/YYYY). | - - | Date/Time (8) |
| createddatetextcreateddatetext | Ticket Ticket created date. | - - | Date/Time (8) |
| modified_date | Last Last modified ticket date. | INTINT | Long Integer (4) |
| created_date | Date Date in milliseconds when the ticket is created. | INTINT | Long Long Integer (4) |
| ticket_priority | Ticket Ticket priority. | NVARCHAR NVARCHAR (50) | Memo (-) |
| ticket_description | Ticket Ticket description. | NVARCHAR NVARCHAR (256) | Memo (-) |
| created_by_group_name | Group Group ID of the creator group of the ticket. | NVARCHAR NVARCHAR (50) | Memo (-) | created_by_name |
| Name createdbyname | Name of the ticket creator . | | |
| created_by_last_name | | | |
| createdbyname | Name of the ticket creator. | - - | Memo (-(First Name Last Name) |
|
|
| assigned_to_group_name | Name Name of the group to whom ticket is assigned. | NVARCHAR NVARCHAR (50) | Memo (-) |
| assigned_to_name | | | |
| assigned_to_last_name | | | |
| assignedtoindividual | Name of the assignedtoindividual | Name of individual to whom ticket is assigned. | - - | Memo (-)assigned (First Name Last Name) |
|
|
| modified_by_group_name | Last Last ticket modified group name. | NVARCHAR NVARCHAR (50) | Memo (-) |
| modified_by_name | Last ticket modified. | - - | Memo (-) |
| modified_by_last_name | | | |
| modifiedbyname | Last Ticket Modified. | - - | Memo (-) |
| modifiedbyname | Last ticket modified (First Name Last Name) |
|
|
| person1_e_mail | RequesterRequester's email. | NVARCHAR (126) | Memo (-) |
| person1_first_name | | | |
| person1_last_name | | | |
| requester | Requester's name. | BIGINT | Memo (-)) | Memo (-) |
| requester | Requester's name (First Name Last Name) |
|
|
| person1_job_title | RequesterRequester's job title. | NVARCHAR NVARCHAR (126) | Memo (-) |
| person1_phone1 | RequesterRequester's phone number. | NVARCHAR NVARCHAR (50) | Memo (-) |
| person1_org_name | RequesterRequester's organization name. | NVARCHAR NVARCHAR (50) | Memo (-) |
| person1_hierarchical_path | RequesterRequester's organization hierarchical path. | NVARCHAR NVARCHAR (4000) | Memo Memo (-) |
| person2person2_e_mail | Requested Requested for email id. | NVARCHAR NVARCHAR (126) | Memo (-) |
| person2_first_name | | | |
| person2_last_name | | | |
| requester2 | Name of the requested for. | BIGINT | Memo (-) requester2 | Name of the requested for (First Name Last Name) |
|
|
| person2_job_title | Requested Requested for job title. | NVARCHAR (126) | Memo (-) |
| person2_phone1 | Requested Requested for phone number. | NVARCHAR NVARCHAR (50) | Memo Memo (-) |
| person2_org_name | Requested Requested for organization name. | NVARCHAR NVARCHAR (50) | Memo (-) |
| person2_hierarchical_path | Requested Requested for organization's hierarchical path. | NVARCHAR NVARCHAR (4000) | Memo Memo (-) |
| ccti_id | The The categorization for the configuration item. | BIGINTBIGINT | Long Integer (4) |
| ccti_class | CCTI CCTI class | NVARCHAR NVARCHAR (50) | Memo (-) |
| ccti_category | CCTI CCTI category | NVARCHAR NVARCHAR (50) | Memo (-) |
| ccti_type | The The CCTI item type. | NVARCHAR NVARCHAR (50) | Memo (-) |
| ccti_item | CCTI CCTI item | NVARCHAR NVARCHAR (50) | Memo (-) |
| person1_alt_phone | Phone Phone no of the contact who is the requester of the ticket. | NVARCHAR NVARCHAR (50) | Memo (-) |
| person1_alt_email | Email Email of the contact who is the requester of the ticket. | NVARCHAR NVARCHAR (126) | Memo (-) |
| ticket_solution_id | Identifier Identifier of the solution that is used to resolve this ticket. | BIGINTBIGINT | Long Integer (4) |
| person2_alt_phone | 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 NVARCHAR (50) | Memo (-) |
| person2_alt_email | 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 for who is having the Issue/Requested on behalf of the contact for this ticket. | NVARCHAR (126) | Memo (-) |
| description_long | Long description of the problem facedresolution | Ticket resolution. | NVARCHAR NVARCHAR (4000) | Memo (-) |
| created_by_contact_id | The contact person who created this problem 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. | BIGINTcause | 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 Integer (4) |
| ci_name | | | |
| 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) |
| archived_data | | | |
| 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)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) | Memo Text (-255) |
| ticket_reason_code | Reason code for any action that is taken on the ticket which resulted in the state change. | NVARCHAR urgency | Ticket urgency. | NVARCHAR (50) | Memo Text (-255) |
| modifieddatetext | Last modified ticket date in formatted value (DD/MM/YYYY). | - - | Date/Time (8) |
| createddatetext | Ticket created date. | - - | Date/Time (8) |
| modified_date | Last modified ticket date. | INT 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) |
createddate Date in milliseconds when the ticket is created. | INT| id | Case ID | BIGINT | Long Integer (4) |
priority Ticket priority. | NVARCHAR (50) | Memo (-) | id | An ID identifying a ticket. | BIGINT | Long Integer (4) |
| ticket_ |
description Ticket description| status | Status of the ticket (New/Queued/Closed). | NVARCHAR ( |
256 Memo createdbygroup_name Group ID of the creator group of the ticket. | NVARCHAR Name of the ticket creator| code | Reason code for any action that is taken on the ticket which resulted in the state change. | NVARCHAR (50) | Memo (-) |
created_by_name | | modifieddatetext | Last modified ticket date in formatted value (DD/MM/YYYY). | - - |
Memo -created_by_last_name | createddatetext | Ticket created date. | |
| | | 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 | | | |
| assigned_to_last_name | | | |
| assignedtoindividual | Name of the individual to whom ticket is assigned. | - - | Memo (-) |
modified_by_group_name | Last ticket modified group name. | NVARCHAR (50)| - - | 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 Integer (4) |
| ticket_priority | Ticket priority. | NVARCHAR (50) | Memo (-) |
| ticket_description | Ticket description. | NVARCHAR (256) | Memo (-) |
modified Memo Last ticket modified. | - - | | Group ID of the creator group of the ticket. | NVARCHAR (50) | Memo (-) |
| modified_by_last_name | | | |
| modifiedbyname | Last ticket modified. | - - | Memo (-) |
| person1_e_mail | Requester's email. | NVARCHAR (126) | Memo (-) |
| person1_first_name | | | |
| person1_last_name | | | |
requester | Requester's name. | BIGINT| |
| createdbyname | Name of the ticket creator (First Name Last Name) |
|
|
| assigned_to group_name | Name of the group to whom ticket is assigned. | NVARCHAR (50) | Memo (-) |
| modified_by_group_name | Last ticket modified group name. | NVARCHAR (50) | Memo (-) |
| modifiedbyname | Last ticket modified (First Name Last Name) |
|
|
| person1_e_mail | Requester's email. | NVARCHAR (126) | Memo (-) |
| person1_job_title |
Requester NVARCHAR | NVARCHAR (126) | Memo (-) |
| person1_phone1 |
Requester| Requester's phone number. |
NVARCHAR | NVARCHAR (50) | Memo (-) |
| requester1 | Requester's name (First Name Last Name) |
|
|
| person1_org_name |
Requester| Requester's organization name. |
NVARCHAR | NVARCHAR (50) | Memo (-) |
| person1_hierarchical_path |
Requester| Requester's organization hierarchical path. | NVARCHAR (50) |
Memo (-) | | person2_e_mail | Requested for email id. | NVARCHAR (126) | Memo (-) |
person2_first_name | | | lastname | | | mail | Requested for email id. | NVARCHAR (126) | Memo (-) |
| requester2 |
Requested . BIGINT| (First Name Last Name) | BIGINT | Memo (-) |
| person2_job_title |
Requested NVARCHAR | NVARCHAR (126) | Memo (-) |
| person2_phone1 |
Requested | Requested for phone number. |
NVARCHAR | NVARCHAR (50) | Memo (-) |
| person2_org_name |
Requested | Requested for the organization name. |
NVARCHAR | NVARCHAR (50) | Memo (-) |
| person2_hierarchical_path |
Requested | Requested for the organization hierarchical path. |
NVARCHAR | NVARCHAR (4000) | Memo (-) |
| ccti_id |
The | The categorization for the configuration item. |
BIGINT| BIGINT | Long Integer (4) |
| ccti_class |
CCTI NVARCHAR | NVARCHAR (50) | Memo (-) |
| ccti_category |
CCTI NVARCHAR | NVARCHAR (50) | Memo (-) |
| ccti_type |
The NVARCHAR | NVARCHAR (50) | Memo (-) |
| ccti_item |
CCTI NVARCHAR | NVARCHAR (50) | Memo (-) |
| person1_alt_phone |
Phone | Phone no of the contact who is the requester of the ticket. |
NVARCHAR | NVARCHAR (50) | Memo (-) |
| person1_alt_email |
Email | Email of the contact who is the requester of the ticket. |
NVARCHAR | NVARCHAR (126) | Memo (-) |
| ticket_solution_id |
| | | Identifier of the solution used to resolve the ticket. | BIGINT |
|
| person2_alt_phone |
| | Alternate phone number of the requested for. |
person2
|
| person2_alt_email | Alternate email id of the requested for. |
| | NVARCHAR |
|
| description_long |
Long | Long description of the issue faced. |
NVARCHAR | NVARCHAR (4000) | Memo (-) |
| task_name |
Task NVARCHAR | NVARCHAR (126) | Memo (-) |
| task_type |
The NVARCHAR | NVARCHAR (50) | Memo (-) |
| actual_start_date |
The | The actual start date when the task would be started. |
INT| INT | Long Integer (4) |
| actual_end_date |
The | The actual end date when the task would be completed. |
INT| INT | Long Integer (4) |
| parent_description |
Parent | Parent ticket description. |
NVARCHAR | NVARCHAR (256) | Memo (-) |
| parent_item_id | Parent ticket ID. |
BIGINT| BIGINT | Long Integer (4) |
| parent_ticket_type | Parent ticket type. |
NVARCHAR | NVARCHAR (50) | Memo (-) |
| created_by_contact_id | The contact person who created this request ticket. |
BIGINT| BIGINT | Long Integer (4) |
| assigned_to_contact_id | Identify the individual/contact to which the ticket is assigned. |
BIGINT| BIGINT | Long Integer (4) |
| modified_by_contact_id | The contact who modified the ticket. |
BIGINT| BIGINT | Long Integer (4) |
| person1_contact_id | Identification for the contact who is the requester of the ticket. |
BIGINT| BIGINT | Long Integer (4) |
| person2_contact_id | Identification for the contact who is the requester of the ticket. |
BIGINT affected| affected_service | Affected service. |
BIGINT| BIGINT | Memo (-) |
| ticket_phase | The current lifecycle phase/stage of the service desk ticket. |
NVARCHAR | NVARCHAR (50) | Memo (-) |
| ticket_source | Ticket source. |
NVARCHAR | NVARCHAR (50) | Memo (-) |
| ticket_impact | Ticket impact. | NVARCHAR (50) | Text (255) |
| ticket_urgency | Ticket urgency. | NVARCHAR (50) | Text (255) |
| planned_start_date | The planned start date to complete this Task. | INT | Long Integer (4) |
| planned_end_date | The planned end date to complete this Task. | INT | Long Integer (4) |
| planned_duration | The planned duration to complete this Task. | INT | Long Integer (4) |
| planned_start_datetext | The planned start date to complete this Task in formatted text (DD/MM/YYYY). | - - | Date/Time (8) |
| planned_end_datetext | The planned end date to complete this Task in formatted text (DD/MM/YYYY). | - - | Date/Time (8) |
| actual_duration | The actual duration to complete the work to be done to implement the Task. | INT | Long Integer (4) |
| actual_start_datetext | The actual start date when the Task would be started in formatted text (DD/MM/YYYY). | - - | Date/Time (8) |
| actual_end_datetext | The actual end date when the Task would be completed in formatted text (DD/MM/YYYY). | - - | Date/Time (8) |
| archived_data |
| | | | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
|
Changes refer to the Change Tickets logged and updated in your instance. Details in the following fields of the Change Ticket are available in the extract.
| 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 Reason code for any action taken on the ticket which resulted in the state change. | NVARCHAR (50) | Memo (-) |
| modifieddatetext | Last Last Modified Ticket Date in formatted value (DD/MM/YYYY). | - - | Date/Time (8) |
| createddatetext | Ticket Ticket created date in formatted value (DD/MM/YYYY). | - - | DateDate/Time (8) |
| modified_date | Last Last modified ticket date. | INT | Long Integer (4) |
| created_date | Date Date in milliseconds when the ticket is created. | INT | Long Long Integer (4) |
| ticket_priority | Priority Priority of the ticket. | NVARCHAR (50) | Memo (-) |
| ticket_description | Description Description of the ticket. | NVARCHAR NVARCHAR (50) | Memo Memo (-) |
| created_by_group_name | Group Group ID of the creator group of the ticket. | NVARCHAR NVARCHAR (50) | Memo (-) | created_by_name |
| Name createdbyname | Name of the ticket creator . | - - | Memo (-) |
| created_by_last_name | | | |
| 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 | | | |
| assigned_to_last_name | | | |
| assignedtoindividual | Name (First Name Last Name) |
|
|
| assigned_to_group_name | Name of the group to whom ticket is assigned. | NVARCHAR (50) | Memo (-) |
| assignedtoindividual | Name of individual to whom ticket is assigned .(First Name Last Name) | - - | Memo Memo (-) |
| modified_by_group_name | Last Last ticket modified group name. | NVARCHAR NVARCHAR (50) | Memo (-) | modified_by_name | | | |
| modified_by_last_name | | | |
| modifiedbyname | Last Last ticket modified .(First Name Last Name) | - - | Memo (-) |
| person1_e_mail | RequesterRequester's email. | NVARCHAR (126) | Memo (-) |
| person1_first_name | | | |
| person1_last_name | | | . | NVARCHAR (126) | Memo (-) |
| requester | Name of the requester .(First Name Last 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 | The organization hierarchical path of the requester. | NVARCHAR (4000) | Memo (-) |
| person2_e_mail | Requested for email id. | NVARCHAR (126) | Memo (-) | person2_first_name | | | person2_last_name | | | |
| requester2 | Requested for name .(First Name Last 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 Class of a CCTI. | NVARCHAR (50) | Memo (-) |
| ccti_category | Category Category of a CCTI. | NVARCHAR (50) | Memo (-) |
| ccti_type | | | Type of CCTI. | NVARCHAR |
|
| ccti_item | CCTI itemItem of the CCTI. | NVARCHAR (50) | Memo (-) |
| person1_alt_phone | Phone Phone number of the contact who is the requester of the ticket. | NVARCHAR (50) | Memo (-) |
| person1_alt_email | Email Email of the contact who is the requester of the ticket. | NVARCHAR (126) | Memo (-) |
| ticket_solution_id | Identifier Identifier of the solution used to resolve this ticket. | BIGINT | Long Integer (4) |
| person2_alt_phone | 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 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 Description of a ticket. | NVARCHAR (4000) | Memo Memo (-) |
| created_by_contact_id | The The contact person who created this change ticket. | BIGINT | Long Integer (4) |
| assigned_to_contact_id | Identify Identify the individual/contact to which the ticket is assigned. | BIGINT | Long Integer (4) |
| modified_by_contact_id | Identifies 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) |
| person2person2_contact_id | Identification Identification for the contact who is the requester of the ticket. | BIGINT | Long Integer (4) |
| affected_service | Service Service that is affected. | NVARCHAR (126) | Memo (-) |
| ticket_phase | The The current lifecycle phase/stage of the service desk ticket. | NVARCHAR (50) | Memo (-) |
| ticket_source | Source Source of the ticket. | NVARCHAR (50) | Memo Memo (-) |
| business_criticality | The The criticality of this change from the business point of view. | NVARCHAR (50) | Memo (-) |
| change_subtype | Subtype Subtype of a change. | NVARCHAR (50) | Memo (-) |
| outage_type | The The type of outage or disruption expected during the implementation of the requested change. | NVARCHAR (30) | Memo (-) |
| outage_duration | The The approximate length of the outage. | INT | Text (255) |
| risk_assessment | The The predicted impact of the requested change. | NVARCHAR (30) | Text Text (255) |
| planned_start_date | The The planned start date to begin this change. | INT | Long Integer (4) |
| planned_end_date | The The planned end date to complete this change. | INT | Long Integer (4) |
| planned_start_datetext | The The planned start date to complete this change in formatted text (DD/MM/YYYY). | - - | Date/Time (8) |
| planned_end_datetext | The The planned end date to complete this change in formatted text (DD/MM/YYYY). | - - | DateDate/Time (8) |
| planned_duration | The The planned duration to complete this change. | INT | Long Integer (4) |
| actual_start_date | The The actual start date when the change would be started. | INT | Long Integer (4) |
| actual_end_date | The The actual end date when the change would be completed. | INT | Long Integer (4) |
| actual_start_datetext | The The actual start date when the change would be started in formatted text (DD/MM/YYYY). | - - | DateDate/Time (8) |
| actual_end_datetext | The The actual end date when the change would be completed in formatted text (DD/MM/YYYY). | - - | Date/Time (8) |
| actual_duration | The The actual duration to complete the work to be done to implement the change. | INT | Long Integer (4) |
| ticket_impact | Value Value in the Ticket impact field. | NVARCHAR (50) | Text (255) |
| ticket_urgency | Value Value in the Ticket Urgency field. | NVARCHAR (50) | Text (255) |
| implementation_verification_plan | The 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 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 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 |
|
TICKET_APPROVALS refers to the Change Tickets that were part of the Approval cycle in your instance. The following details regarding Ticket Approvals are available in the extract.
| 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 Name of the approver. | - - | Text Text (255) |
| appr_role | A A flag that denotes whether the contact has been designated as an approver or a reviewer. | NVARCHAR (20) | Text (255) |
| group_name | Approval Approval group name. | NVARCHAR (126) | Text Text (255) |
| decision | Approval Approval decision (approved/rejected/need more information). | NVARCHAR (30) | Text (255) |
| decision_date | Date Date of approval decision. | INT | Long Integer (4) |
| decision_datetext | Date Date of approval decision in formatted text (DD/MM/YYYY). | - - | DateDate/Time (8) |
| comment_text | | | |
|
|
|
| approver_comment | The 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 |
|
SERVICE_REQUEST refers to the Service Request logged and updated in your instance. Details in the following fields of the Service Requests are available in the extract.
| 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 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 Last Modified Ticket Date in formatted value (DD/MM/YYYY). | - - | DateDate/Time (8) |
| createddatetext | Ticket Ticket created date. | - - | DateDate/Time (8) |
| modifiedmodified_date | Last Last modified ticket date. | INT | Long Integer (4) |
| created_date | Date Date in milliseconds when the ticket is created. | INT | Long Integer (4) |
| ticket_priority | Ticket Ticket priority. | NVARCHAR (50) | Memo Memo (-) |
| ticket_description | Ticket Ticket description. | NVARCHAR NVARCHAR (256) | Memo (-) |
| created_by_group_name | Group Group ID of the creator group of the ticket. | NVARCHAR NVARCHAR (50) | Memo (-) |
| created_by_name | | | |
| created_by_last_name | | | |
| createdbyname | Name Name of the ticket creator .(First Name Last Name) | - - | Memo (-) |
| assigned_to_group_name | Name Name of the group to whom ticket is assigned. | NVARCHAR NVARCHAR (50) | Memo (-) |
| assigned_to_name | | | |
| assigned_to_last_name | | | |
| assignedtoindividual | Name of individual to whom ticket is assigned .(First Name Last Name) | - - | Memo Memo (-) |
| modified_by_group_name | Last Last ticket modified group name. | NVARCHAR NVARCHAR (50) | Memo (-) |
| modified_by_name | | | |
| modified_by_last_name | | | |
| modifiedbyname | Last ticket modified .(First Name Last Name) | - - | Memo (-) |
| person1_e_mail | Requester's email. | NVARCHAR (126) | Memo (-) |
| person1_first_name | | | |
| person1_last_name | | | | Memo (-) |
| requester | RequesterRequester's name . BIGINT(First Name Last Name) | BIGINT | Memo (-) |
| person1_job_title | RequesterRequester's job title | NVARCHAR NVARCHAR (126) | Memo (-) |
| person1_phone1 | RequesterRequester's phone number. | NVARCHAR NVARCHAR (50) | Memo (-) |
| person1_org_name | RequesterRequester's organization name. | NVARCHAR NVARCHAR (50) | Memo (-) |
| person1_hierarchical_path | RequesterRequester's organization hierarchical path. | NVARCHAR NVARCHAR (4000) | Memo (-) |
| person2_e_mail | Requested For email idEmail id of the requested for. | NVARCHAR NVARCHAR (126) | Memo (-) | person2_first_name | | |
| person2_last_name | | | |
| requester2 | Name Name of the requested for . | BIGINT | Memo (First Name Last Name) | BIGINT | Memo (-) |
| person2_job_title | Requested Requested for job title. | NVARCHAR NVARCHAR (126) | Memo (-) |
| person2_phone1 | Requested Requested for phone number. | NVARCHAR NVARCHAR (50) | Memo (-) |
| person2_org_name | Requested Requested for organization name. | NVARCHAR NVARCHAR (50) | Memo (-) |
| person2_hierarchical_path | Requested Requested for organization hierarchical path. | NVARCHAR NVARCHAR (4000) | Memo (-) |
| ccti_id | The The categorization for the configuration item. | BIGINTBIGINT | Long Long Integer (4) |
| ccti_class | CCTI CCTI class. | NVARCHAR (50) | Memo Memo (-) |
| ccti_category | CCTI CCTI category | NVARCHAR (50) | Memo Memo (-) |
| ccti_type | The CCTI item type. | NVARCHAR (50) | Memo (-) |
| ccti_item | CCTI CCTI item | NVARCHAR (50) | Memo (-) |
| person1_alt_phone | Phone Phone number of the contact who is the requester of the ticket. | NVARCHAR NVARCHAR (50) | Memo (-) |
| person1_alt_email | Email Email of the contact who is the requester of the ticket. | NVARCHAR (126) | Memo (-) |
| ticket_solution_id | Identifier Identifier of the solution that is used to resolve this ticket. | BIGINTBIGINT | Long Integer (4) |
| person2_alt_phone | 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 NVARCHAR (50) | Memo (-) |
| person2_alt_email | 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 NVARCHAR (126) | Memo Memo (-) |
| resolutionresolution | Ticket Ticket resolution. | NVARCHAR (4000) | Memo Memo (-) |
| cause | Ticket Ticket cause. | NVARCHAR NVARCHAR (50) | Memo (-) |
| description_long | Long Long description of the issue faced. | NVARCHAR NVARCHAR (4000) | Memo (-) |
| created_by_contact_id | The The contact person who created this request ticket. | BIGINTBIGINT | Long Integer (4) |
| assigned_to_contact_id | Identify Identify the individual/contact to which the ticket is assigned. | BIGINTBIGINT | Long Integer (4) |
| modified_by_contact_id | modifiedmodified_by_contact_id identifies the contact who modified the ticket. | BIGINTBIGINT | Long Integer (4) |
| person1_contact_id | Identification Identification for the contact who is the requester of the ticket. | BIGINTBIGINT | Long Integer (4) |
| person2_contact_id | Identification Identification for the contact who is the requester of the ticket. | BIGINTBIGINT | Long Integer (4) |
| affected_service | Affected Affected service. | BIGINT | Memo (-) |
| ticket_phase | The The current lifecycle phase/stage of the service desk ticket. | NVARCHAR NVARCHAR (50) | Memo (-) |
| ticket_source | Ticket Ticket source. | NVARCHARNVARCHAR(50) | Memo (-) |
| ticket_impact | Ticket Ticket impact. | NVARCHARNVARCHAR(50) | Text (255) |
| ticket_urgency | Ticket Ticket urgency. | NVARCHARNVARCHAR(50) | Text (255) | archived_data | | | Text (255) |
| archived_data | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
|
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 |
|
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 |
|
HISTORY refers to the history of all actions that are applied to a ticket (both manual and automated actions). The following information that is related to the History of a ticket is available in the extract.
| 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 Name of the Action option | NVARCHAR (126) | Memo (-) |
| act_description | Description Description of the Action option | NVARCHAR NVARCHAR (256) | Memo (-) |
| action_created_by_contact_id | The The contact who caused that action to occur. | BIGINTBIGINT | 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 Identifies the action that is taken on a ticket. | - - | Memo (-) |
| group_name | The The group that acted on a ticket. | NVARCHAR (50) | Memo (-) |
| assign_first_name | | | |
| assign_last_name | | | |
| assignedtoindividual | The The individual to whom the ticket is assigned. | - - | Memo (-) |
| assign_contact_id | Identifier Identifier of the contact person to whom the assignment is assigned. | BIGINT | Long Integer (4) |
| status | The The status that the ticket is set to. | NVARCHAR (50) | Memo (-) |
| status_reason_code | The The reason code that is specified for the status. | NVARCHAR (50) | Memo (-) |
| status_end_date | Date Date status changed (History Record). | INT | Long Integer (4) |
| statusenddatetext | Date 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 |
|
WORK_LOG refers to the Work log entered into tickets. Details in the following fields of the Work log are available in the extract.
| Name | Description | System Data Type | Extract Data Type |
|---|
| item_id | Item ID | BIGINT | Long Integer (4) |
| row_id | Record Identifier | BIGINT | Long Integer (4) |
| ticket_type | Type of the ticket (Service Request/Incident/Problem/Change/Task) | NVARCHAR (50) | Memo (-) |
| case_id | Case Case ID | BIGINT | Long Long Integer (4) |
| ticket_id | An An ID identifying a ticket. | BIGINTBIGINT | Long Integer (4) |
| work_type | Type Type of work done. | INTINT | Memo Memo (-) |
| work_time_spent | Time that Time that is spent on the work. | INTINT | Long Integer (4) |
| work_description | Description Description of Work that is done in the ticket. | NVARCHAR NVARCHAR (4000) | Memo (-) |
| work_created_date | Date Date of creating work log. | INTINT | Long Integer (4) |
| work_created_by_contact_id | The The contact person who created this work log. | BIGINTBIGINT | Long Integer (4) |
| work_by_first_name | First name of the creator of the work log. | NVARCHAR | |
|
| work_by_last_name | Last name of the creator of the work log. | NVARCHAR | |
|
| submitter | The The creator of the Work log. | - - | Memo Memo (-) |
| clientviewable | Work Work log type. | INT | Memo Memo (-) |
| work_actual_date | | | Actual date of the work log. | INT |
|
| archived_data | | | An indicator flag used to identify whether this is a historical record that is ready to be archived. | INT |
|
CUSTOM_FIELDS refers to the custom fields that get applied to a ticket from an applicable Custom Field Template. Details in the following fields that are related to Ticket Custom Fields are available in the extract.
| 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 | attrattr_name specifies the attribute name. | NVARCHAR NVARCHAR (100) | Text (100) |
| attr_data_type | Attribute Attribute data type. | INTINT | Text (1000 |
| attr_value | Attribute Attribute value. | NVARCHAR 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 |
|---|
| slice | The slice identifies data specific to a customer's application data. | BIGINT |
|
| row_id | Record identifier. | BIGINT |
|
| agreement_id | The associated service level agreement identifier. | BIGINT |
|
| metric_id | | | | The identifier of the service performance metric on which the service level agreement is based. | BIGINT |
|
| item_id | | | | The support request (ticket) identifier that qualifies for applicability of the associated service level agreement (SLA) target. | BIGINT |
|
| assigned_group_id | | | The support group identifier to which the request (ticket) is assigned. | BIGINT |
|
| group_name | | | Name of the group. | NVARCHAR |
|
| assigned_group_name | | | Name of the support group to whom ticket is assigned. | NVARCHAR |
|
| affected_ci_id | | | | The affected/impacted business service (logical CI) identifier associated with the support request (ticket). | BIGINT |
|
| ci_name | | | Name of the configuration item. | NVARCHAR |
|
| affected_ci_name | | | | assignedThe affected/impacted business service (logical CI) name associated with the support request (ticket). | NVARCHAR |
|
| assigned_contact_id | | | | Identify the individual/contact to which the ticket is assigned. | BIGINT |
|
| last_name | | | | Last name of the contact to whom ticket is assigned. | NVARCHAR |
|
| assigned_contact_last_name | | | Identify the individual/contact to which the ticket is assigned. | NVARCHAR |
|
| first_name | | | First name of the contact to whom ticket is assigned. | NVARCHAR |
|
| assigned_contact_first_name | | | | Identify the individual/contact to which the ticket is assigned. | NVARCHAR |
|
| qualifier_item_values | | | | instance_id | | | The measured metric value that actually caused a violation or breach of the SLA objective. | NUMERIC (18,2) |
|
| instance_id | A unique identifier for each instance of the support request that qualifies based on the applicability criteria defined for a SLA Performance Target | BIGINT |
|
| process_status_code | | | Determines the current service level agreement (SLA) target monitoring process status code for the associated support request (ticket). | NUMERIC |
|
| enum_value | | | Enumerated value of the process status code. | NUMERIC |
|
| process_status | | | Determines the current service level agreement (SLA) target monitoring process status name for the associated support request (ticket). | NVARCHAR |
|
| modified_date | | | Modified Date. | INT |
|
SLA_COMPLIANCE refers to the SLA Compliance for tickets to which the SLA targets are applied in your instance. The following information that is related to SLA Compliance of tickets is available in the extract.
| 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 The service level agreement name. | NVARCHAR NVARCHAR (128) | Memo (-) |
| threshold_value_hhmm | The The particular threshold record that defines the target value for a particular service level agreement metric. | NVARCHAR NVARCHAR (15) | Memo (-) |
| target_value_hhmmss | The The service level target value against which the service level metric was compared to identify the violation. | NVARCHAR NVARCHAR (15) | Memo (-) |
| sla_start_time | The The starting date that is defined in the service level agreement that is, SLA. | INTINT | Double (8) |
| sla_due_by | The 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. | INTINT | Double (8) |
| compliance_status | The 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. | INTINT | Memo (-) |
| compliance_notes | The The special notes/remarks regarding the achievement or breach of the service level agreement (SLA) targets for a support request (ticket). | NVARCHAR NVARCHAR (4000) | Memo (-) |
| assigned_group_name | The 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 Affected CI | - - | Memo Memo (-) |
| archived_data | | | | slice | | | 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 |
|