Data extraction is the process of retrieving data from the Serviceaide Intelligent Service Management data source.

A set of scripts enable Data Extract that run against the production database of the customer. The script executes queries to extract data from the Database. The extracted data is exported to a Microsoft Access file. The customer uses this data for customized reporting purposes.

The Data Extract process runs on the server that hosts the production databases of the customer. The data dump is uploaded to an SFTP site provided by the customer. Customers can then download this data.

Data Extract Types

Data can be extracted for a specific customer slice (based on Slice ID). Two types of data extractions are available:

Full Extract - All the data in the given slice is extracted; without any time restriction.
Delta Extract - Data that was modified during a specified period is extracted. Delta Extract is generated on the basis of the Start Date and End Date that is specified for the Delta Extract. We recommend that data extraction for the first time is a Full Extract.

Full Data Extract is provided as a SQL Backup file. The backup file can be restored in any MS SQL Standard/Web/Dev edition server, 2016 or higher.

Delta Data extracts are provided as Access MDB file. There is a file size restriction of 2GB for the Delta data extracts.

Schema Information

While some records are extracted during full extracts; most other entities are extracted during both Delta Extracts and Full Extracts.

The following table lists the entities that are extracted and exported to the Microsoft Access file. This table also provides information about whether the entity is available only during Full Extracts or during Delta Extracts.

Entity Name

Description

Related to Full Extracts

Related to Delta Extracts

CATEGORIZATIONS

Categorizations specify the four-tired grouping of Class, Category, Type, and Item (CCTI) applied to Tickets and Configuration Items.

Yes

Yes

CHANGES

Change tickets are created to manage changes to an existing IT Services and infrastructure.

Yes

Yes

CI_CI_RELATIONSHIP

CI_CI_RELATIONSHIP refers to the relationship that exists between two or more Configuration Items (CI). A CI can be related to other CIs in one or more Relationship Domains.

Yes

Yes

CI_CONTACT_RELATIONSHIP

CI_CONTACT_RELATIONSHIP refers to the relationship that exists between Configuration Items (CI) and Contacts. Multiple contacts can be related to a CI in different relationship types.

Yes

Yes

CI_CUSTOM_FIELDS

CI_CUSTOM_FIELDS refers to the Custom fields that get added to a CI record through an applicable CI Attribute Template. These custom fields provide more information about the Configuration Items (CI).

Yes

Yes

CONFIGURATION_ITEMS

Any component of an IT Infrastructure is referred to as Configuration Item (CI). CIs could include Hardware, Software Applications, Network devices, documentation.

Yes

Yes

CONTACTS

CONTACTS refers to the details of persons that are stored as Contacts in the application.

Yes

Yes

CUSTOM_FIELDS

Custom fields are extra Fields added to ticket over and above the standard ticket fields. Custom fields are based on ticket type and categorization.

Yes

Yes

FEEDBACK_QUESTIONS

Feedback questions refer to the questions on the Service Feedback forms. The Feedback forms are sent to end users of IT Services and Support.

Yes

Yes

FEEDBACK_RESPONSES

Feedback responses refer to the response and comments that are received from end users of IT Services and Support.

Yes

Yes

HISTORY

HISTORY refers to the details of activity that is logged in the Activity tab of the ticket. The History tab on any ticket contains the history of all actions that are taken on the ticket.

Yes

Yes

INCIDENTS

An Incident refers to any unplanned interruption of an IT Service. An Incident also refers to deterioration in quality of service available to the end user.

Yes

Yes

PROBLEMS

An unknown underlying cause of one or more Incidents which causes the Incidents to reoccur is termed as Problem.

Yes

Yes

SERVICE_FEEDBACK

Service Feedback is the process of soliciting feedback form the end users of support on the quality of service provided. Records of Feedback Schedule get extracted.

Yes

Yes

SERVICE_REQUESTS

Request from a user for information, advise, or access to a regular IT service are recorded as Service Requests. Standard change like resetting password or new user are also recorded and managed as Service Requests.

Yes

Yes

SLA_COMPLIANCE

SLA Compliance indicates whether the terms of formal agreement with the customer have been met.

Yes

Yes

SOLUTIONS

Solutions refer to knowledge articles stored as Knowledge Base. These solutions can be used to resolve similar issues in the future or provide useful information to end users.

Yes

Yes

TASKS

Task Ticket enables effective work breakdown by identifying individual Tasks that are done toward a larger activity.

Yes

Yes

TICKET_APPROVALS

Approvals are sought on proposed change on a ticket. Approvals ensure that changes get the required authorization for implementation.

Yes

Yes

TICKET_CI_RELATIONSHIP

TICKET_CI_RELATIONSHIP specifies the Configuration Items (CI) that have been related to a Ticket. Multiple CIs can be related to a ticket.

Yes

Yes

TICKET_TICKET_ RELATIONSHIP

TICKET_TICKET_ RELATIONSHIP specifies the relationship that exists between two or more Tickets. Multiple tickets can be related to each other.

Yes

Yes

WORK_LOG

Worklogs are entries that are made in the ticket to log all work that is done on a ticket.

Yes

Yes

In Delta Extracts, relationships between entities are not extracted. The relationships can include the relationship between CI and CI; CI and Tickets; Tickets and Tickets; and CI and Contacts. In Full Extracts, relationships are extracted and there are no limitations.

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