The following entities are present in the DTX extracts:
Entity: DTX _Incidents
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 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) | - - | Date/Time (8) |
| createddatetext | Ticket Created Date | - - | Date/Time (8) |
| modified_date | Last Modified Ticket Date | INT | 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 | |||
| created_by_last_name | |||
| createdbyname | Name of the ticket creator | --- | Memo (-) |
| assigned_to_group_name | Name of group to whom ticket is assigned. | NVARCHAR (50) | Memo (-) |
| assigned_to_name | |||
| assigned_to_last_name | |||
| 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 | |||
| 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 | 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 | |||
| person2_first_name | |||
| person2_last_name | |||
| requester2 | |||
| person2_job_title | |||
| person2_phone1 | |||
| 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 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 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 (255) |
| archived_data |
Entity: DTX_Problems
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 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) |
| createddatetext | 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 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 | Name of the ticket creator. | ||
| 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 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 | |||
| 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 | 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 | Requested for email id. | NVARCHAR (126) | Memo (-) |
| person2_first_name | |||
| person2_last_name | |||
| 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 (-) |
| person2_org_name | Requested for organization name. | NVARCHAR (50) | Memo (-) |
| person2_hierarchical_path | Requested for organization's hierarchical path. | NVARCHAR (4000) | 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 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 | |||
| 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 |
Entity: DTX_Tasks
| 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). | - - | Date/Time (8) |
| createddatetext | 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 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 | 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 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 | |||
| 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 | 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 (50) | Memo (-) |
| person2_e_mail | Requested for email id. | NVARCHAR (126) | Memo (-) |
| person2_first_name | |||
| person2_last_name | |||
| 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 the organization name. | NVARCHAR (50) | Memo (-) |
| person2_hierarchical_path | Requested for the organization hierarchical path. | NVARCHAR (4000) | 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 | |||
| person2_alt_phone | |||
| person2_alt_email | |||
| description_long | Long description of the issue faced. | NVARCHAR (4000) | Memo (-) |
| task_name | Task name | NVARCHAR (126) | Memo (-) |
| task_type | The task type. | NVARCHAR (50) | Memo (-) |
| actual_start_date | The actual start date when the task would be started. | INT | Long Integer (4) |
| actual_end_date | The actual end date when the task would be completed. | INT | Long Integer (4) |
| parent_description | Parent ticket description. | NVARCHAR (256) | Memo (-) |
| parent_item_id | Parent ticket ID. | BIGINT | Long Integer (4) |
| parent_ticket_type | Parent ticket type. | NVARCHAR (50) | 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 | 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 (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 |
Entity: DTX_Changes
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 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). | - - | 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 | Priority of the ticket. | NVARCHAR (50) | Memo (-) |
| ticket_description | Description of the ticket. | NVARCHAR (50) | 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 (-) |
| 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 of individual to whom ticket is assigned. | - - | Memo (-) |
| modified_by_group_name | Last ticket modified group name. | NVARCHAR (50) | Memo (-) |
| modified_by_name | |||
| 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 | Name of the requester. | 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 | 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. | 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 | |||
| 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 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 (-) |
| 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 (-) |
| 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 (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). | - - | Date/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). | - - | Date/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 |
Entity: DTX_Ticket_Approvals
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 (-) |
| 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 | |||
| first_name | |||
| approver_name | Name of the approver. | - - | 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 (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). | - - | Date/Time (8) |
| comment_text | |||
| approver_comment | The review decisions, observations, suggestions, or extra information requirements regarding the submitted change. | NVARCHAR (4000) | Memo (-) |
| archived_data |
Entity: DTX_Service Requests
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 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). | - - | Date/Time (8) |
| createddatetext | 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 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 | |||
| 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 of individual to whom ticket is assigned. | - - | Memo (-) |
| modified_by_group_name | Last ticket modified group name. | NVARCHAR (50) | Memo (-) |
| modified_by_name | |||
| 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 | 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 | Requested For email id. | NVARCHAR (126) | Memo (-) |
| person2_first_name | |||
| person2_last_name | |||
| 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 (-) |
| 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 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 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 (-) |
| resolution | Ticket resolution. | NVARCHAR (4000) | 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 (255) |
| archived_data |
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 |
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 |
Entity: DTX_History
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 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 | |||
| action_by_last_name | |||
| 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 | |||
| assign_last_name | |||
| 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). | - - | Date/Time (8) |
| archived_data |
Entity: DTX_Work_Log
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 ID | BIGINT | Long Integer (4) |
| ticket_id | An ID identifying a ticket. | BIGINT | Long Integer (4) |
| work_type | Type of work done. | INT | Memo (-) |
| work_time_spent | Time that is spent on the work. | INT | Long Integer (4) |
| work_description | Description of Work that is done in the ticket. | NVARCHAR (4000) | Memo (-) |
| work_created_date | Date of creating work log. | INT | Long Integer (4) |
| work_created_by_contact_id | The contact person who created this work log. | BIGINT | Long Integer (4) |
| work_by_first_name | |||
| work_by_last_name | |||
| submitter | The creator of the Work log. | - - | Memo (-) |
| clientviewable | Work log type. | INT | Memo (-) |
| work_actual_date | |||
| archived_data |
Entity: DTX_Custom_Fields
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 | |||
| 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 (-) |
| archived_data |
Entity: DTX_VARC_SLA_Qualifying_Items
| Name | Description | System Data Type | Extract Data Type |
|---|---|---|---|
| slice | |||
| row_id | |||
| agreement_id | |||
| metric_id | |||
| item_id | |||
| assigned_group_id | |||
| group_name | |||
| assigned_group_name | |||
| affected_ci_id | |||
| ci_name | |||
| affected_ci_name | |||
| assigned_contact_id | |||
| last_name | |||
| assigned_contact_last_name | |||
| first_name | |||
| assigned_contact_first_name | |||
| qualifier_item_values | |||
| instance_id | |||
| process_status_code | |||
| enum_value | |||
| process_status | |||
| modified_date |
Entity: DTX_SLA_Compliance
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 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 | |||
| affected_ci | Affected CI | - - | Memo (-) |
| archived_data | |||
| slice |
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