Delta Extracts
- Former user (Deleted)
Entity: 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 (-) |
createdByName | Name of ticket creator | -- | Memo (-) |
| assigned_to_group_name | Name of group to whom ticket is assigned | NVARCHAR(50) | Memo (-) |
assignedToIndividual | Name of individual to whom ticket is assigned | -- | Memo (-) |
| modified_by_group_name | Last ticket modified group name | NVARCHAR(50) | Memo (-) |
modifiedByName | Last Ticket modified | -- | Memo (-) |
| person1_e_mail | Requester email | NVARCHAR(126) | Memo (-) |
Requester | Name of the requester | BIGINT | Memo (-) |
| person1_job_title | Requester job title | NVARCHAR(126) | Memo (-) |
person1_phone1 | Requester phone number | NVARCHAR(50) | Memo (-) |
| person1_org_name | Requester organization name | NVARCHAR(50) | Memo (-) |
person1_hierarchical_path | The organization hierarchical path of requester | NVARCHAR(4000) | Memo (-) |
| person2_e_mail | Requested For email id | NVARCHAR(126) | Memo (-) |
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_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 Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of contact for this ticket | NVARCHAR(50) | Memo (-) |
person2_alt_email | Email address of Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of 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 |
Entity: CI_ CUSTOM_FIELDS
CI_ CUSTOM_FIELDS refers to the attributes from a CI attribute template which gets related to a CI record. Details from the following fields on the CI and CI Attribute template are available in the extract.
Name | Description | System Data Type | Extract Data Type |
ci_id
| The configuration item (CI) with which the Custom Field is related.
| BIGINT
| Long Integer (4) |
template_name
| The name of the custom attribute template
| NVARCHAR(126)
| Text (126)
|
attr_data_type
| The data type of the attribute value. The Allowed values are listed: - Text (1): A sequence of characters, such as words and sentences that are entered as a single line. - Number (2): An input element whose value is "number" represents a precise control for setting the value of the element to a string representing a number. - DateTime (3): An input element that contains both date and time information. The date and time value is stored in seconds in the database. - List (4): A list is useful for allowing the selection from a list of values/options. - MultiLineText (5): A sequence of characters, such as words and sentences that are entered into multiple lines that are separated by a carriage-return. - Checkboxes (6): A group of checkboxes to select one or more items out of many choices. – Radio Buttons (7): A group of radio button controls that act as a single mutually exclusive control; therefore, a user can select only one Radio Button control at a time. - Section Header (8): A section header element allows it being associated with other input elements, and thus enabling breaking the screen up into sections by laying out various field elements into smaller logical groupings and also displaying a header/text at the beginning of each group.
| INT | Text (100)
|
attr_name
| A name that uniquely identifies the custom attribute. | NVARCHAR(100)
| Text (100)
|
attr_value
| The value that is assigned to the CI attribute.
| NVARCHAR(4000)
| Memo (-)
|
Entity: CONFIGURATION_ITEMS
CONFIGURATION_ITEMS refers to the CI records stored in your instance. Details in the following fields of a CI record are available in the extract.
Name | Description | System Data Type | Extract Data Type |
ci_id
| The Configuration Item ID.
| BIGINT
| Long Integer (4)
|
ci_name
| The Configuration Item name.
| NVARCHAR(128) | Text (255)
|
ci_function
| The Configuration Item function descriptor.
| NVARCHAR(50)
| Text (255)
|
ci_identifier
| The Configuration Item identifier.
| NVARCHAR(50)
| Text (255) |
ci_description
| The Configuration Item description. | NVARCHAR(256)
| Memo (-)
|
ci_ccti_id
| The categorization for the configuration item.
| BIGINT
| Long Integer (4) |
ccti_class
| The Configuration Item class. | NVARCHAR(50)
| Text (50)
|
ccti_category
| The Configuration Item category.
| NVARCHAR(50)
| Text (50)
|
ccti_type
| The Configuration Item type. | NVARCHAR(50) | Text (255)
|
ccti_item
| The Configuration Item item.
| NVARCHAR(50)
| Text (255)
|
ci_status
| The Configuration Item status. | NVARCHAR(50)
| Text (255)
|
ci_org_name
| The Configuration Item primary organization name.
| NVARCHAR(50)
| Text (255)
|
ci_contact_id
| Id of the primary owner/contact person for the configuration item.
| BIGINT
| Long Integer (4)
|
ci_contact_name
| The primary owner/contact person for the configuration item.
| - -
| Text (255)
|
contact_org_name
| Organization of primary owner/contact person for the configuration item.
| NVARCHAR(50)
| Text (255) |
created_by_contact_id
| The contact person who created this configuration item.
| BIGINT
| Long Integer (4)
|
created_by_contact_name
| The contact person who created this configuration item.
| - -
| Text (255)
|
modified_by_contact_id
| modified_by_contact_id identifies the contact who modified the ticket.
| BIGINT
| Long Integer (4)
|
modified_by_contact_name
| The contact person who last modified this configuration item. | - -
| Text (255)
|
created_date
| Date in milliseconds when the ticket is created.
| INT
| Long Integer (4) |
modified_date
| The date on which the configuration item was last modified.
| INT
| Long Integer (4)
|
ci_status_date
| The date on which the configuration item was brought/moved into the current status.
| INT
| Long Integer (4) |
createddatetext
| Date in milliseconds when the ticket is created in formatted text (DD/MM/YYYY).
| - -
| Date/Time (8)
|
modifieddatetext
| The date on which the configuration item was last modified in formatted text (DD/MM/YYYY).
| - -
| Date/Time (8)
|
cistatusdatetext
| Configuration Item status in formatted text (DD/MM/YYYY)
| - -
| Date/Time (8)
|
| ciorg_hierarchical_path | The Configuration Item organization hierarchical path | NVARCHAR(4000) | Memo (-) |
| contact_org_hierarchical_path | Organization hierarchy path of primary owner/contact person for the configuration item | NVARCHAR(4000) | Memo (-) |
Entity: CONTACTS
CONTACTS refers to the Contact records stored in your instance. Details in the following fields of the Contact record are available in the extract.
Name | Description | System Data Type | Extract Data Type |
row_id
| Record Identifier.
| BIGINT
| Long Integer (4)
|
e_mail
| Email address of the contact.
| NVARCHAR(126)
| Memo (-)
|
employee_id
| Employee ID.
| NVARCHAR(50)
| Memo (-)
|
first_name
| first_name specifies the first name of the contact.
| NVARCHAR(50)
| Memo (-)
|
last_name
| Last name of the contact.
| NVARCHAR(50)
| Memo (-)
|
job_title
| Job title of the contact.
| NVARCHAR(126)
| Memo (-)
|
phone_type1
| Category for Phone1
| NVARCHAR(50)
| Memo (-)
|
phone_type2
| Category for Phone2
| NVARCHAR(50) | Memo (-) |
phone1
| Phone number of contact
| NVARCHAR(50)
| Memo (-)
|
Phone2
| Alternative phone number of contact
| NVARCHAR(50)
| Memo (-)
|
contact_role
| Role of Contact
| NVARCHAR(50)
| Memo (-) |
rel_state
| This status is an indicator that the record is: 0 Active, 1 Marked as delete
| INT
| Long Integer (4) |
created_date
| Created Date
| INT
| Long Integer (4)
|
created_by_contact_id
| The contact person who created this contact.
| BIGINT
| Long Integer (4)
|
modified_by_contact_id
| modified_by_contact_id identifies the contact who modified the ticket.
| BIGINT
| Long Integer (4)
|
modified_date
| Date in milliseconds when the ticket is modified.
| INT
| Long Integer (4)
|
ModifiedDateText
| Modified Date in formatted text (DD/MM/YYYY)
| - -
| Date/Time (8)
|
CreatedDateText
| Created Date in formatted text (DD/MM/YYYY)
| - -
| Date/Time (8)
|
createdBy
| Contact created by
| - -
| Memo (-)
|
modifiedBy | Contact modified by | - - | Memo (-) |
user_login
| user_login specifies the user login.
| NVARCHAR(255)
| Memo (-)
|
user_license_type
| The user License type
| INT
| Long Integer (4)
|
vip_user
| vip_user indicates that a Contact is a VIP. | INT
| Memo (-)
|
| org_name | Organization of the contact | NVARCHAR(50) | Memo (-) |
| org_hierarchical_path | The hierarchical path for organization of the contact | NVARCHAR(4000) | Memo (-) |
Entity: 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 |
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_data_type
| Attribute data type
| INT
| Text (100)
|
attr_name
| attr_name specifies the attribute name.
| NVARCHAR(100)
| Text (100)
|
attr_value
| Attribute value
| NVARCHAR(4000)
| Memo (-) |
Entity: FEEDBACK_RESPONSES
FEEDBACK_RESPONSES refers to the response received from Respondents to a Feedback Schedule. The following information that is related to Feedback Response is available in the extract.
Name | Description | System Data Type | Extract Data Type |
schedule_id
| The ID associated with Feedback Schedule under which the feedback form is sent to participants.
| BIGINT
| Long Integer (4)
|
fb_form_id
| The ID associated with the Feedback Survey Form
| BIGINT
| Long Integer (4)
|
fb_form_question_id
| The question on which the response is provided.
| BIGINT
| Long Integer (4)
|
answer_submitted
| The customer response to the question within the feedback form questionnaire
| NVARCHAR(1284)
| Memo (-)
|
notification_date
| The notification date
| INT
| Long Integer (4) |
notification_datetext
| The notification date in formatted text (DD/MM/YYYY)
| - -
| Date/Time (8)
|
responded_date
| The responded date
| INT
| Long Integer (4) |
responded_datetext
| The responded date in formatted text (DD/MM/YYYY) | - -
| Date/Time (8) |
valid_untill_date
| Date until when Feedback response can be made.
| INT
| Long Integer (4)
|
contact_id
| The ID of customer contact person who provides feedback on the quality and adequacy of the delivered services. | BIGINT
| Long Integer (4)
|
contact_name
| The customer contact person who provides feedback on the quality and adequacy of the delivered services.
| - -
| Text (255)
|
feedback_id
| The ID associated with the unique notification generated by the scheduler for each recipient.
| BIGINT
| Long Integer (4)
|
item_id
| Ticket Id, in case the feedback schedule was triggered based on tickets.
| BIGINT
| Long Integer (4)
|
Entity: 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)
|
ActionTakenDateText
| The action that is taken in formatted text (DD/MM/YYYY).
| - -
| Date/Time (8) |
action_created_date
| The date when this action occurred
| INT
| Long Integer (4)
|
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 (-)
|
ActionTakenBy | Identifies the action that is taken on a ticket. | - -
| Memo (-)
|
group_name
| The group that acted on a ticket. | NVARCHAR(50)
| Memo (-)
|
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)
|
Entity: 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)
|
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 (-)
|
createdByName
| Name of the ticket creator. | - -
| Memo (-)
|
assigned_to_group_name
| Name of group to whom ticket is assigned.
| NVARCHAR(50) | Memo (-)
|
assignedToIndividual
| Name of individual to whom ticket is assigned.
| - -
| Memo (-)
|
modified_by_group_name
| Last ticket modified group name.
| NVARCHAR(50)
| Memo (-)
|
modifiedByName
| Last Ticket modified.
| - -
| Memo (-)
|
person1_e_mail
| Requester email.
| NVARCHAR(126)
| Memo (-)
|
Requester
| Requester name.
| BIGINT
| Memo (-)
|
person1_job_title
| Requester job title.
| NVARCHAR(126)
| Memo (-)
|
person1_phone1
| Requester phone number.
| NVARCHAR(50)
| Memo (-)
|
person2_e_mail
| Requested For email id.
| NVARCHAR(126)
| Memo (-)
|
Requester2
| Name of the Requested
| BIGINT
| Memo (-)
|
person2_job_title
| Requested For job title
| NVARCHAR(126)
| Memo (-)
|
person2_phone1
| Requested For phone number
| NVARCHAR(50)
| 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 Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of contact for this ticket. | NVARCHAR(50)
| Memo (-)
|
person2_alt_email
| Email address of Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of 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 (-) |
description_long
| Long description of the incident faced.
| NVARCHAR(4000)
| Memo (-)
|
this_ticket_is
| this_ticket_is specifies that the ticket is global.
| NVARCHAR(50)
| Memo (-)
|
related_to_global_issue_id
| Related Global Issue ID
| NVARCHAR(50)
| Memo (-)
|
created_by_contact_id
| The contact person who created this incident 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)
|
| person1_org_name | Requester organization name | NVARCHAR(50) | Memo (-) |
| person1_hierarchical_path | Requester organization hierarchical path | NVARCHAR(4000) | Memo (-) |
| person2_org_name | Requested For organization name | NVARCHAR(50) | Memo (-) |
| person2_hierarchical_path | Requested For organization hierarchical path | NVARCHAR(4000) | Memo (-) |
Entity: 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 (-)
|
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 (-)
|
createdByName
| Name of the ticket creator.
| - -
| Memo (-)
|
assigned_to_group_name
| Name of group to whom ticket is assigned.
| NVARCHAR(50) | Memo (-)
|
assignedToIndividual
| Name of individual to whom ticket is assigned.
| - -
| Memo (-)
|
modified_by_group_name
| Last ticket modified group name
| NVARCHAR(50)
| Memo (-)
|
modifiedByName | Last Ticket modified | - - | Memo (-) |
person1_e_mail
| Requester email
| NVARCHAR(126)
| Memo (-)
|
Requester
| Requester name
| BIGINT
| Memo (-)
|
person1_job_title
| Requester job title
| NVARCHAR(126)
| Memo (-)
|
person1_phone1
| Requester phone number
| NVARCHAR(50)
| Memo (-)
|
person2_e_mail
| Requested For email id | NVARCHAR(126)
| Memo (-)
|
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 (-)
|
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 Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of contact for this ticket.
| NVARCHAR(50)
| Memo (-)
|
person2_alt_email
| Email address of Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of 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 (-)
|
this_ticket_is
| this_ticket_is specifies that the ticket is global.
| NVARCHAR(50)
| Memo (-)
|
related_to_global_issue_id
| Related Global Issue ID.
| NVARCHAR(50)
| 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)
|
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)
|
| person1_org_name | Requester organization name | NVARCHAR(50) | Memo (-) |
| person1_hierarchical_path | Requester organization hierarchical path | NVARCHAR(4000) | Memo (-) |
| person2_org_name | Requested For organization name | NVARCHAR(50) | Memo (-) |
| person2_hierarchical_path | Requested For organization hierarchical path | NVARCHAR(4000) | Memo (-) |
Entity: SERVICE_REQUEST
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 (-)
|
createdByName
| Name of the ticket creator.
| - -
| Memo (-)
|
assigned_to_group_name
| Name of group to whom ticket is assigned.
| NVARCHAR(50) | Memo (-)
|
assignedToIndividual
| Name of individual to whom ticket is assigned.
| - -
| Memo (-)
|
modified_by_group_name
| Last ticket modified group name
| NVARCHAR(50)
| Memo (-)
|
modifiedByName
| Last Ticket modified
| - -
| Memo (-)
|
person1_e_mail
| Requester email
| NVARCHAR(126)
| Memo (-)
|
Requester
| Requester name
| BIGINT
| Memo (-)
|
person1_job_title
| Requester job title
| NVARCHAR(126)
| Memo (-)
|
person1_phone1
| Requester phone number
| NVARCHAR(50)
| Memo (-)
|
person2_e_mail
| Requested For email id
| NVARCHAR(126)
| Memo (-)
|
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 (-)
|
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 Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of contact for this ticket.
| NVARCHAR(50)
| Memo (-)
|
person2_alt_email
| Email address of Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of 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)
|
| person1_org_name | Requester organization name | NVARCHAR(50) | Memo (-) |
| person1_hierarchical_path | Requester organization hierarchical path | NVARCHAR(4000) | Memo (-) |
| person2_org_name | Requested For organization name | NVARCHAR(50) | Memo (-) |
| person2_hierarchical_path | Requested For organization hierarchical path | NVARCHAR(4000) | Memo (-) |
Entity: 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_hhmm
| The particular threshold record that defines the target value for a particular service level agreement metric.
| NVARCHAR(15)
| Memo (-)
|
target_hhmm
| 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
| Affected CI
| - -
| Memo (-) |
Entity: SOLUTIONS
SOLUTIONS refers to the solutions stored as knowledge articles in your instance. Details in the following fields of knowledge articles are available in the extract.
Name | Description | System Data Type | Extract Data Type |
ROW_ID
| Record Identifier | BIGINT
| Decimal (16) |
SOL_SYMPTOM
| The symptom that caused the need for this solution.
| NVARCHAR(256)
| Memo (-)
|
SOL_SYMPTOM_DETAIL | The detailed description of the symptom that caused the need for this solution. | NVARCHAR(4000)
| Memo (-)
|
SOL_RESOLUTION
| The resolution of the symptom that caused the need for this solution. | NVARCHAR(4000)
| Memo (-)
|
SOL_CAUSE
| The cause of the symptom that caused the need for this solution. | NVARCHAR(4000)
| Memo (-)
|
CCTI_ID
| The CCTI combination for which this solution was required. | BIGINT
| Decimal (16)
|
SOL_CREATED_DATE
| The date when the user created the solution record.
| INT
| Long Integer (4)
|
SOL_CREATED_CONTACT_ID
| The contact person who figured out the solution. | BIGINT
| Decimal (16)
|
SOL_MODIFIED_DATE
| The last date when the user modified the solution record.
| INT
| Long Integer (4)
|
SOL_MODIFIED_CONTACT_ID
| The contact person who modified the solution. | BIGINT
| Decimal (16)
|
REL_STATE
| The record is: 0 Active, 1 Marked as delete.
| INT
| Long Integer (4)
|
SOL_CATEGORY
| The associated categorization for classification of this solution.
| NVARCHAR(30)
| Memo (-)
|
SOL_STATUS
| Solution Status
| NVARCHAR(30)
| Memo (-)
|
Entity: TASKS
TASKS refers to the Tasks tickets logged and updated in your instance. Details in the following fields of the Tasks 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)
|
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 (-)
|
createdByName
| Name of the ticket creator.
| - -
| Memo (-)
|
assigned_to_group_name
| Name of group to whom ticket is assigned.
| NVARCHAR(50) | Memo (-)
|
assignedToIndividual
| Name of individual to whom ticket is assigned.
| - - | Memo (-)
|
modified_by_group_name
| Last ticket modified group name.
| NVARCHAR(50)
| Memo (-)
|
modifiedByName | Last Ticket modified. | - - | Memo (-) |
person1_e_mail | Requester email. | NVARCHAR(126) | Memo (-)
|
Requester | Requester name. | BIGINT | Memo (-) |
person1_job_title
| Requester job title. | NVARCHAR(126) | Memo (-)
|
person1_phone1
| Requester phone number. | NVARCHAR(50) | Memo (-) |
person2_e_mail | Requested For email id. | NVARCHAR(126) | Memo (-)
|
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 (-)
|
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 (-)
|
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 (-) |
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 (-)
|
parent_item_id
| Parent ticket ID
| BIGINT
| Long Integer (4) |
parent_ticket_type
| Parent ticket type
| NVARCHAR(50)
| Memo (-)
|
ticket_impact
| Ticket impact
| NVARCHAR(50)
| Text (255)
|
ticket_urgency
| Ticket Urgency | NVARCHAR(50)
| Text (255)
|
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) |
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) |
| person1_org_name | Requester organization name | NVARCHAR(50) | Memo (-) |
| person1_hierarchical_path | Requester organization hierarchical path | NVARCHAR(4000) | Memo (-) |
| person2_org_name | Requested For organization name | NVARCHAR(50) | Memo (-) |
| person2_hierarchical_path | Requested For organization hierarchical path | NVARCHAR(4000) | Memo (-) |
Entity: 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)
| Text (255) |
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)
|
approver_name
| Name of approver
| - -
| Text (255)
|
approver_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)
|
approver_comment
| The review decisions, observations, suggestions, or extra information requirements regarding the submitted change | NVARCHAR(4000)
| Memo (-)
|
Entity: WORK_LOG
WORK_LOG refers to the Worklogs entered into tickets. Details in the following fields of the Worklog 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 worklog. | INT
| Long Integer (4) |
work_created_by_contact_id
| The contact person who created this worklog.
| BIGINT
| Long Integer (4) |
Submitter
| The creator of the Worklog.
| - -
| Memo (-)
|
ClientViewable
| Worklog type
| INT | Memo (-)
|
The following entities provide you with all the data in a given slice irrespective of the date range specified.
Entity: CI_CI_RELATIONSHIP
CI_CI_RELATIONSHIP refers to the relationship between one or more CI in your instance. The following details regarding the CI relationships are available in the extract.
Name | Description | System Data Type | Extract Data Type |
parent_ci_id
| The parent configuration item to which another CI is related. | BIGINT
| Long Integer (4)
|
ci_id
| The configuration item which holds a relationship with the parent CI. | BIGINT | Long Integer (4)
|
domain_type
| The relationship domain for the configuration items indicating physical or logical connections between CIs
| NVARCHAR(50)
| Text (255)
|
rel_description
| The description gives an overview of the context and usage of the relationship type. | NVARCHAR(126)
| Text (255)
|
Entity: CI_CONTACT_RELATIONSHIP
CI_CONTACT_RELATIONSHIP refers to the CI to the Contacts relationship in your instance. Details n the following fields in the relationship are available in the extract.
Name
| Description
| System Data Type
| Extract Data Type |
ci_id
| The configuration item (CI) with which the contact is related.
| BIGINT
| Long Integer (4)
|
contact_id
| The contact person that is associated with the configuration item (CI). | BIGINT
| Long Integer (4)
|
contact_name | Name of the contact that is associated with the Configuration Item.
| - -
| Text (255)
|
group_id
| The support group that is associated with the configuration item (CI).
| BIGINT
| Long Integer (4)
|
group_name
| Group Name that is associated with CI. | NVARCHAR(50)
| Text (255) |
ci_contact_rel_type
| The configuration item and contact relationship descriptor | BIGINT
| Text (255)
|
Entity: 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 |
item_id
| Item ID | BIGINT | Long Integer (4) |
ci_id
| The associated configuration item to the ticket | BIGINT | Long Integer (4) |
Entity: 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) |
Entity: CATEGORIZATION
Categorization refers to the CCTI records created and stored in your instance. Only active CCTI records are fetched in Delta extract. Details in the following fields of the CCTI record are available in the extract.
| Name | Description | System Data Type | Extract Data Type |
| row_id | Record Identifier | BIGINT | Long Integer (4) |
| class | The value of the CLASS field | NVARCHAR(50) | Memo (-) |
| category | The value of the CATEGORY field | NVARCHAR(50) | Memo (-) |
| type | The value of the TYPE field | NVARCHAR(50) | Memo (-) |
| item | The value of the ITEM field | NVARCHAR(50) | Memo (-) |
| ticket_types | Type of the ticket (Service Request/Incident/Problem/Change/Task) and Configuration Items | - - | Memo (-) |
Entity: FEEDBACK_QUESTIONS
FEEDBACK_QUESTIONS refers to the questions included in Feedback Forms that you configure. The following information that is related to Feedback Questions is available in the extract.
Name | Description | System Data Type | Extract Data Type |
fb_form_id
| The feedback form with which the question is associated.
| BIGINT
| Long Integer (4)
|
question_id
| ID of Feedback question
| BIGINT
| Long Integer (4)
|
question_type
| The choice of question type on the feedback questionnaire
| NVARCHAR(50)
| Text (225)
|
sequence_no
| The sequence number for the question
| INT
| Long Integer (4)
|
question_description
| The question on the feedback questionnaire
| NVARCHAR(256)
| Memo (-) |
is_mandatory
| is_mandatory identifies whether a response to this question is mandatory (required).
| INT
| Long Integer (4)
|
allowed_values
| The list of allowable options in case of a multiple choice question | NVARCHAR(1284)
| Memo (-)
|
Entity: SERVICE_FEEDBACK
SERVICE_FEEDBACK refers to the Service Feedback Schedules in your instance. The following information that is related to Service Feedback Schedules is available in the extract.
Name | Description | System Data Type | Extract Data Type |
schedule_id
| The notification schedule with which the notification is associated.
| BIGINT
| Long Integer (4)
|
fb_form_id
| The feedback form that must be filled in by the participant. | BIGINT
| Long Integer (4)
|
schedule_name
| The service feedback notification schedule name
| NVARCHAR(128)
| Text (255)
|
fb_form_name
| Service feedback form name
| NVARCHAR(128)
| Text (255)
|
schedule_description
| The service feedback notification schedule description | NVARCHAR(256)
| Memo (-)
|
schedule_status
| The current status of the feedback notification schedule. Allowed Values: Not Initiated, Initiated, Aborted, Completed.
| NVARCHAR(50)
| Text (255)
|
schedule_start_date
| The start date for the notification schedule.
| INT
| Long Integer (4)
|
schedule_start_datetext
| The start date for the notification schedule in formatted text (DD/MM/YYYY).
| - -
| Date/Time (8)
|
schedule_end_date
| The date when the notification schedule ends.
| INT
| Long Integer (4)
|
schedule_end_datetext
| The date when the notification schedule ends in formatted text (DD/MM/YYYY).
| - -
| Date/Time (8)
|
repeat_type
| The recurrence pattern for the notification schedule.
| NVARCHAR(50)
| Text (255)
|
repeat_count
| The counter that identifies the number of days or tickets after which to initiate a notification.
| INT
| Long Integer (4) |
number_of_tickets
| Number of tickets. | INT | Long Integer (4) |
repeat_for_ticket_types
| The type of support requests to which service feedback recurrence option for "X Number of Tickets" is applied. | INT
| Memo (-)
|
anonymous_submissions
| anonymous_submissions specifies whether feedback filled out by the respondents are submitted anonymously to the system. | INT
| Long Integer (4)
|
allow_duplicate_response_submissions
| allow_duplicate_response_submissions specifies whether respondents are allowed to fill out and to submit multiple feedback. | INT
| Long Integer (4)
|
auto_close_in_days
| The number of days (from the notification date) within which customer feedback is allowed.
| INT
| Long Integer (4)
|
response_notifications_to
| The list of recipients who are notified when a customer submits a service satisfaction feedback form. | NVARCHAR(512)
| Memo (-)
|
participant_type
| The participant type (respondent) for the notification schedule. For example, Allowed Values: Organization, Support Group, Contact.
| NVARCHAR(50)
| Text (255)
|
participant_names
| Feedback participant name
| - -
| Memo (-)
|
created_date
| The date on which the feedback form was created.
| INT
| Long Integer (4)
|
created_datetext
| The date on which the feedback form was created in formatted text (DD/MM/YYYY)
| - -
| Date/Time (8)
|
created_by_contact_id
| The contact person who created the feedback form. | BIGINT
| Long Integer (4) |
created_by_contact_name
| created_by_contact_name specifies the name of the feedback scheduler.
| - -
| Text (255) |
modified_date
| The date on which the feedback schedule was modified.
| INT
| Long Integer (4)
|
modified_datetext
| The date on which the feedback schedule was modified in formatted text (DD/MM/YYYY)
| - -
| Date/Time (8)
|
modified_by_contact_id
| ID of the contact person who modified the feedback form.
| BIGINT
| Long Integer (4) |
modified_by_contact_name
| The contact person who modified the feedback form.
| - -
| Text (255)
|
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