The following are the data sets that are available in the ServiceAide Cloud Service Management (CSM):
Assets
Data Set Name | Field | Description |
Asset Status | Status of the asset | |
Asset Tag | Tag for the asset | |
Asset Type | Type of the asset | |
Byod | Is this asset a bring your own device | |
CI | Describes whether the asset is a ci | |
CI Name | Name of the CI that is related to the asset | |
Discovery Source | Source of discovery of the asset | |
Hierarchical Path | The full path of the organization | |
Host Name | Host name for the Asset | |
Modified By | The last User who modified the asset | |
Name | Name of the Asset | |
Owner | The Owner of the Asset | |
Purchase Order Number | The purchase order number for the Asset | |
Serial Number | Serial Number for the Asset | |
State | Is the Asset Active or Inactive | |
Vendor | The Vendor name for the asset | |
Created Date | The date when the asset was created. | |
Modified Date | Modified Date of the asset | |
Last Discovery Date | The date when the asset was last discovered by discovery engine. | |
Warranty Expiry Date | Warranty Expiry Date for the Asset | |
Asset Softwares | Installed On | Software installed Date |
Installed Path | Installed Path for the software | |
Name | Name of the software | |
Patch | Is the software a patch | |
Publisher | The publisher for the software | |
Version | The Version of the software | |
Asset Status | Value | List value |
Asset Types | Value | Value of asset type |
Exceptions linked to Assets | Exception Type | Exception type |
Exception Date | Exception date | |
Hardware Asset | Core Count | Core count |
Disk Space | Disk space | |
Disk Used Space | Disk used space | |
DNS Name | DNS name | |
IPV6 Address | IPV6 Address | |
Memory Slots In Use | Memory Slots In Use | |
Processor Count | Processor Count | |
Processor Speed | Processor Speed | |
Processor Type | Processor Type | |
Total Memory | Total Memory | |
Total Memory Slots | Total Memory Slots | |
Hardware Server | Core Count | Core Count |
Disk Space | Disk Space | |
Disk Used Space | Disk Used Space | |
DNS Name | DNS Name | |
IPV6 Address | IPV6 Address | |
Memory Slots In Use | Memory Slots In Use | |
Processor Count | Processor Count | |
Processor Speed | Processor Speed | |
Processor Type | Processor Type | |
Total Memory | Total Memory | |
Total Memory Slots | Total Memory Slots | |
Models | Alias | The alias for the model |
Manufacturer | Manufacturer of the model | |
Model Name | The name of the model | |
Part Number | The part number of the model | |
Category | Category | |
Class | CCTI Class | |
Item | CCTI Item | |
Type | CCTI Type | |
Tickets linked to Assets | Asset Ticket Id Transform | Asset ticket ID transform |
Hardware Printer | DNS Name | DNS Name |
Printer Type | Printer Type | |
Hardware Mobile | Carrier | Carrier |
IMEI | IMEI | |
Network | Network | |
Phone Number | Phone Number | |
Hardware Tablet | Carrier | Carrier1 |
IMEI | IMEI | |
Network | Network | |
Phone Number | Phone Number | |
Hardware Storage | Array Name | Array Name |
Disk Space | Disk Space | |
Disk Used Space | Disk Used Space | |
DNS Name | DNS Name | |
IPV6 Address | IPV6 Address | |
Hardware Workstation | Core Count | Core Count |
Disk Space | Disk Space | |
Disk Used Space | Disk Used Space | |
DNS Name | DNS Name | |
IPV6 Address | IPV6 Address | |
Memory Slots In Use | Memory Slots In Use | |
Processor Count | Processor Count | |
Processor Speed | Processor Speed | |
Processor Type | Processor Type | |
Total Memory | Total Memory | |
Total Memory Slots | Total Memory Slots | |
Network Firewall | DNS Name | DNS Name |
Firewall Type | Firewall Type | |
Network Hub | DNS Name | DNS Name |
Number Of Ethernet Ports | Number Of Ethernet Ports | |
Processor Count | Processor Count | |
Total Memory | Total Memory | |
Network Router | DNS Name | DNS Name |
Network Connection Type | Network Connection Type | |
Number Of Connected Network Ports | Number Of Connected Network Ports | |
Number Of Ethernet Ports | Number Of Ethernet Ports | |
Number Of Network Ports | Number Of Network Ports | |
Processor Count | Processor Count | |
Total Memory | Total Memory | |
Network Switch | DNS Name | DNS Name |
Number Of Ethernet Ports | Number Of Ethernet Ports | |
Processor Count | Processor Count | |
Total Memory | Total Memory |
Tickets
Data Set Name | Field | Description |
Affected Services | The services affected/impacted by the ticket | |
Assign To Group | The group to which the ticket is assigned to. | |
Assign To Individual | The individual to whom the ticket is assigned to. | |
Category | Category (CCTI) of the ticket | |
Class | Class(CCTI) of the ticket | |
Closed By | The analyst/user by whom the ticket was closed by. | |
Closed Date | The date on which the ticket was closed. | |
Created By | The user by whom the ticket was created by. | |
Created Date | The date on which the ticket was created. | |
Description | Description of the ticket | |
Details | Details of the ticket | |
Impact | Impact of the ticket (High/Medium/Minor etc.) | |
Item | Item(CCTI) of the ticket | |
Modified Date | The date on which the ticket was last modified. | |
Priority | Priority of the ticket (Critical/High/Medium/Low etc) | |
Reason | Reason due to which the ticket is pending. | |
Requester | User who requested for the ticket | |
Requester's Email | Email of the Requester | |
Requester's Organization | Organization of the Requester | |
Requester's Phone | Phone of the Requester | |
Requester's Organization Hierarchy | Requester's Organization Hierarchy | |
Resolved By | The user by whom the ticket was resolved by. | |
Resolved Date | The date on which the ticket was resolved. | |
Source | Source of the ticket (Phone/Email/Service Desk, etc. | |
Status | Status of the ticket (Open/Pending/Assigned /Resolved/Closed) | |
Ticket Count | Ticket Count | |
Ticket ID | Ticket ID | |
Ticket Phase | The phase in which the ticket is in (First/Second etc.) | |
Ticket Type | Type of the ticket (Service Request/Change/ Incident/Problem) | |
Type | Type (CCTI) of the ticket | |
Urgency | Urgency of the ticket (Medium/High/Low etc.) | |
VIP | Flag to notify If the user who raised the ticket is a VIP user or not. | |
Ticket Age | Used to know the age of the ticket from the time it is raised. | |
First Resolution Time | Displays the total number of days that are taken to first resolve the ticket from the date it was created. | |
First Closure Time | Displays the total number of days that are taken to first close the ticket from the date it was created. | |
Last Closure Time | Commonly used in the scenario where the ticket is re-opened and closed more than once. Displays the total number of days that are taken from the date the ticket is created to the latest closed date. | |
Last Resolution Time | Commonly used in the scenario where the ticket is re-opened and resolved more than once. Displays the total number of days taken from the date the ticket is created to the latest resolution date. | |
Total Pending Time | Provides information about the total number of days that a ticket is in pending state. | |
Change Request | Actual End Date | Actual End Date of the Change Request |
Actual Start Date | Actual Start Date of the Change Request | |
| Actual Duration | The actual duration taken for the implementation of change request | |
Business Criticality | Business Criticality of the Change Request | |
Change Type | Change Type | |
Environment Affected | Environment Affected by the Change | |
Outage Type | Outage Type caused by the change | |
Planned End Date | Planned End Date for the change rollout | |
Planned Start Date | Planned Start Date for the change rollout | |
| Planned Duration | The planned duration for the implementation of change request | |
Reason For Change | Reason For Change | |
Requested For | User for whom the change is requested for | |
Requested For Email | Email of the user for whom the change is requested for | |
Requested For Organization | Organization of the user for whom the change is requested for | |
Requested For Phone | Phone of the user for whom the change is requested for | |
Requested For Org Hierarchy | Org Hierarchy of the user for whom the change is requested for | |
Risk Assessment | Risk Assessment of the change | |
Outage Duration | Outage Duration of the change | |
Change Impact | Impact of the change | |
CIs Affected | CIs Affected by the change | |
Implementation and Verification Plan | Implementation and Verification Plan for the Change | |
Backout plan | Backout plan for the change | |
Location Affected | Location Affected by the change | |
Incident | Affected User | User affected by the incident |
Affected User's Email | Email of the user affected by the incident | |
Affected User's Organization | Organization of the user affected by the incident | |
Affected User's Phone | Phone of the user affected by the incident | |
Affected User's Org Hierarchy | Org Hierarchy of the user affected by the incident | |
Symptom Details | Symptom Details of the incident | |
This Incident Is | If the incident is a global incident or a related incident to another global incident | |
Severity | Severity of the incident | |
Global Issue Id | ID for the Global Incident | |
Problem | Affected User | User affected by the problem |
Affected User's Email | Email of the user affected by the problem | |
Affected User's Organization | Organization of the user affected by the problem | |
Affected User's Phone | Phone of the user affected by the problem | |
Affected User's Org Hierarchy | Org Hierarchy of the user affected by the problem | |
Symptom Details | Symptom Details of the problem | |
This Problem Is | If the problem is a global problem or a related problem to another global problem | |
Global Issue Id | Severity of the problem | |
Severity | ID for the Global problem | |
Service Request | Requested For Email | Email of the user for whom the Service request was raised for |
Requested For Organization | Organization of the user for whom the Service request was raised for | |
Requested For Phone | Phone of the user for whom the Service request was raised for | |
Requested For Org Hierarchy | Org Hierarchy of the user for whom the Service request was raised for | |
Requested_For | User for whom the Service request was raised for | |
Task (Ticket Tasks) | Actual End Date | Actual End Date of the Ticket Task |
Actual Start Date | Actual Start Date of the Ticket Task | |
| Actual Duration | The actual duration taken for completion of the task | |
Contact Person | Contact Person for the Ticket Task | |
Contact's Email | Contact's Email for the Ticket Task | |
Contact's Organization | Contact's Organization for the Ticket Task | |
Contact's Phone | Contact's Phone for the Ticket Task | |
Contact's Org Hierarchy | Contact's Org Hierarchy for the Ticket Task | |
Planned End Date | Planned End Date | |
Planned Start Date | Planned Start Date | |
| Planned Duration | The planned duration for completion of the task | |
Task Name | Task Name | |
Task Order | Task Order | |
Task Relevant Detailed Info | Relevant detailed info for the ticket task | |
Task Type | Type of the task | |
Ticket Id | TICKET ID |
Asset Discovery
Data Set Name | Field | Description |
Discovery Configuration | Configuration Name | Configuration Name |
Discovery Type | Discovery Type | |
Discovery source | Discovery source | |
Discovery Database Name | Discovery Database Name | |
Database Host Name | Database Host Name | |
User Name | User Name | |
Port | Port | |
Active | Active | |
Recurrence Start Date | Recurrence Start Date | |
Recurrence End Date | Recurrence End Date | |
Template Name | Template Name | |
Discovery Job Status | Job ID | Job ID |
Scan Status | Scan Status | |
Total Discovered Assets | Total Number of assets discovered in the scan | |
Scan Start Time | Scan Start Time | |
Scan End Time | Scan End Time | |
Basic Discovered Assets count | Basic Discovered Assets count | |
Deep Discovered Assets count | Deep Discovered Assets count | |
Newly Discovered Assets Count | Newly Discovered Assets Count | |
Updated Assets Count | Updated Assets Count | |
Discovery Connector Information | Installed Machine | Connector Installed Machine |
Installed Path | Installed Path | |
Operating System | Operating System | |
State | State | |
Version | Version |
Configuration Items
Data Set Name | Field | Description |
Configuration Items | Category | Category(CCTI) of the Configuration Item |
Class | Class(CCTI) of the Configuration Item | |
Created By | Configuration Item Created By | |
Created Date | Configuration Item Created Date | |
Description | Description of the Configuration Item | |
Function | Function of the Configuration Item | |
Item | Item (CCTI) to which the Config Item belongs to | |
Modified By | Configuration Item Modified By | |
Modified Date | Last Modified Date of the Configuration Item | |
Name | Name of the Configuration Item | |
Physical Location | Physical Location to which Configuration Item belongs to | |
Physical Organization | Physical Organization to which Configuration Item belongs to | |
Physical Site | Physical Site to which Configuration Item belongs to | |
Status Date | Status Date of the Configuration Item | |
Type | Type(CCTI) of the Configuration Item | |
Status | Status of the Configuration Item | |
Owner | Owner of the Configuration Item |
Project
Data Set Name | Field | Example | Description |
ITPM Project | Project ID | 1 | Project Identifier (not GUID, user defined project label) |
Project Name | Upgrade Exchange Server for Org NA | Title of the Project | |
Project Description | Upgrading Exchange Server Version for Organization NA from 2010 to 2013 | Description of the Project | |
Project Owner | Owner of the Project | ||
Project Objective | Enhance email experience for Org A users | The objective or purpose of the Project | |
Project Approval Status | YES | The approval status of the project | |
Project Planned Cost (in $) | 5000 $ | The Planned cost in $ for the Project | |
Project Actual Cost (in $) | 10000 $ | The Actual Cost incurred in $ for the Project | |
Project Status | Pending/Started/Completed/Closed | The Status of the Project | |
Project Priority | Critical/High/Medium/Low | The Priority or urgency of the Project | |
Project Start Date | 10-31-14 | The date when the project was started | |
Project End Date | 11-30-14 | The date when the project was completed | |
Project Created Date | 1/10/2014 | The date when the project was created | |
Project Modified Date | 3/11/2014 | The date when the project was last modified | |
Project Task Lanes | TODO/DOING/DONE/IN PROGRESS etc., | The task lanes of the Project Kanban board which represent the states of the tasks | |
Project Tasks per Lane (count) | 6 | The number of tasks in a particular task lane within the project | |
Project Total Time Spent (in hours) | 600 hours | Total Effort or Time Spent in Hours | |
Project Associated Organization | Trizetto-->NA | Organization for which the Project is created for. | |
Project Members | Members of the Project | ||
Project Member Permissions | Read Only | Permissions for each member of the project | |
Project Blockers | "Office Communication Server Integration" | Tasks that are blocked and blocking the project | |
Favorite to | User to whom the project is marked to be a favorite to |
Project Task
Data Set Name | Field | Example | Description |
ITPM Project Task | Task ID | 0014 | The ID of the Project Task |
Task Name | Activate subscription service for all users | The Project Task name | |
Task Project | "Upgrade Exchange Server for Org NA" | The name of the project to which the task belongs to | |
Task Created Date | 1/11/2014 | The date on which the Project task is created | |
Task Owner | The owner of the project task | ||
Task Deleted | NO | If the project task was deleted | |
Task Last Modified Date | 10/11/2014 | The date on which the project task was last modified | |
Task Description | Activate Exchange Server subscription service for all users | Description of the Project task | |
Task Blocked Status | YES | If the project task is blocked | |
Task Blocked Reason | MS subscription order is pending biz approval | Reason for the project task to be blocked | |
Task Due Date | 11-20-2014 | The due date for the completion of the project task | |
Task in Lane (Task State) | DOING | The lane / task state in which the task exists in the Project Kanban board | |
Task Priority | MEDIUM | The Priority or urgency of the Project task | |
Task Size in Days | 20 days | ||
Task Type | Ticket Task | The type of the project task | |
Task Created By | The user who created the project task | ||
Task Closed Date | 11/15/2014 | The date on which the project task was closed | |
Task Associated to Ticket (Y/N) | YES | If the project task is associated to a ticket | |
Task Associated Ticket ID | 1-100 | The ID of the ticket to which the project task is associated | |
Task Associated Ticket Title | Activate Exchange Server subscription service for all users | Title of the Ticket which is associated to the Project Task | |
Task Associated Ticket Description | Activate Exchange Server subscription service for all users | Description of the Ticket which is associated to the Project Task | |
Task Associated Ticket Type | Change | The Type of the ticket to which the project task is associated to | |
Task Associated Ticket Status | Resolved | The status of the ticket to which the project task is associated to | |
Task Associated Ticket Priority | HIGH | The priority of the ticket to which the project task is associated to | |
Task Associated Ticket Resolved Date | 10/11/2014 | The resolved date of the ticket to which the project task is associated to | |
Task Associated Ticket Worklog | Completed upgrade of Exchange Server 2013 | The worklog of the ticket to which the project task is associated to | |
Task Associated Ticket Closed Date | NA | The closed date of the ticket to which the project task is associated to | |
Task Ticket Last Modified By | The user who last modified the ticket to which the project task is associated to |
Project Time Entry
Data Set Name | Field | Example | Description |
ITPM Project Time Entry | Task Timelog Comments | Completed upgrade of Exchange Server 2013 | Comments for the task timelog entry |
Task Timelog Entered By | Sarath S | User who entered the timelog for the task | |
Task Associated Ticket Total Time Spent | 35 hours | Total time spent on the ticket which is associated to the project task | |
Task Total Time Spent | 40 hours | Total time spent on the task (including the associated ticket time spent) | |
Task Time Spent | 5 hours | Time spent on the project task | |
Task TimeLog Owner | Sarath S | The user who owns time entry for the project task | |
Task Associated Ticket TimeLog Entered BY | Sarath S | User who entered the timelog for the ticket associated to the project task | |
Task Associated Ticket TimeLog Value | 20 hours | The timelog value for the ticket to which the task is associated to |
Project Associations
Data Set Name | Field | Example | Description |
ITPM Project Associations | Project Associated CI | Mail Service | Configuration Item to which the Project is associated to |
Project Associated Ticket (Direct) | NA | The ticket that is directly associated to the project | |
Project Associated Ticket (via Proj Task) | Activate Exchange Server subscription service for all users | The ticket that is associated to the project via project task |
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