Data Sets

The following are the data sets that are available in the Serviceaide Intelligent Service Management:

Assets

Data Set Name	Field	Description
	Asset Status	Status of the asset
	Asset Tag	Tag for the asset
	Asset Type	Type of the asset
	Byod	Is this asset a bring your own device
	CI	Describes whether the asset is a ci
	CI Name	Name of the CI that is related to the asset
	Discovery Source	Source of discovery of the asset
	Hierarchical Path	The full path of the organization
	Host Name	Host name for the Asset
	Modified By	The last User who modified the asset
	Name	Name of the Asset
	Owner	The Owner of the Asset
	Purchase Order Number	The purchase order number for the Asset
	Serial Number	Serial Number for the Asset
	State	Is the Asset Active or Inactive
	Vendor	The Vendor name for the asset
	Created Date	The date when the asset was created.
	Modified Date	Modified Date of the asset
	Last Discovery Date	The date when the asset was last discovered by discovery engine.
	Warranty Expiry Date	Warranty Expiry Date for the Asset
Asset Softwares	Installed On	Software installed Date
	Installed Path	Installed Path for the software
	Name	Name of the software
	Patch	Is the software a patch
	Publisher	The publisher for the software
	Version	The Version of the software
Asset Status	Value	List value
Asset Types	Value	Value of asset type
Exceptions linked to Assets	Exception Type	Exception type
Exceptions linked to Assets	Exception Date	Exception date
Hardware Asset	Core Count	Core count
	Disk Space	Disk space
	Disk Used Space	Disk used space
	DNS Name	DNS name
	IPV6 Address	IPV6 Address
	Memory Slots In Use	Memory Slots In Use
	Processor Count	Processor Count
	Processor Speed	Processor Speed
	Processor Type	Processor Type
	Total Memory	Total Memory
	Total Memory Slots	Total Memory Slots
Hardware Server	Core Count	Core Count
	Disk Space	Disk Space
	Disk Used Space	Disk Used Space
	DNS Name	DNS Name
	IPV6 Address	IPV6 Address
	Memory Slots In Use	Memory Slots In Use
	Processor Count	Processor Count
	Processor Speed	Processor Speed
	Processor Type	Processor Type
	Total Memory	Total Memory
	Total Memory Slots	Total Memory Slots
Models	Alias	The alias for the model
	Manufacturer	Manufacturer of the model
	Model Name	The name of the model
	Part Number	The part number of the model
	Category	Category
	Class	CCTI Class
	Item	CCTI Item
	Type	CCTI Type
Tickets linked to Assets	Asset Ticket Id Transform	Asset ticket ID transform
Hardware Printer	DNS Name	DNS Name
Hardware Printer	Printer Type	Printer Type
Hardware Mobile	Carrier	Carrier
	IMEI	IMEI
	Network	Network
	Phone Number	Phone Number
Hardware Tablet	Carrier	Carrier1
	IMEI	IMEI
	Network	Network
	Phone Number	Phone Number
Hardware Storage	Array Name	Array Name
	Disk Space	Disk Space
	Disk Used Space	Disk Used Space
	DNS Name	DNS Name
	IPV6 Address	IPV6 Address
Hardware Workstation	Core Count	Core Count
	Disk Space	Disk Space
	Disk Used Space	Disk Used Space
	DNS Name	DNS Name
	IPV6 Address	IPV6 Address
	Memory Slots In Use	Memory Slots In Use
	Processor Count	Processor Count
	Processor Speed	Processor Speed
	Processor Type	Processor Type
	Total Memory	Total Memory
	Total Memory Slots	Total Memory Slots
Network Firewall	DNS Name	DNS Name
Network Firewall	Firewall Type	Firewall Type
Network Hub	DNS Name	DNS Name
	Number Of Ethernet Ports	Number Of Ethernet Ports
	Processor Count	Processor Count
	Total Memory	Total Memory
Network Router	DNS Name	DNS Name
	Network Connection Type	Network Connection Type
	Number Of Connected Network Ports	Number Of Connected Network Ports
	Number Of Ethernet Ports	Number Of Ethernet Ports
	Number Of Network Ports	Number Of Network Ports
	Processor Count	Processor Count
	Total Memory	Total Memory
Network Switch	DNS Name	DNS Name
	Number Of Ethernet Ports	Number Of Ethernet Ports
	Processor Count	Processor Count
	Total Memory	Total Memory

Tickets

Data Set Name	Field	Description
	Affected Services	The services affected/impacted by the ticket
	Assign To Group	The group to which the ticket is assigned to.
	Assign To Individual	The individual to whom the ticket is assigned to.
	Category	Category (CCTI) of the ticket
	Class	Class(CCTI) of the ticket
	Closed By	The analyst/user by whom the ticket was closed by.
	Closed Date	The date on which the ticket was closed.
	Created By	The user by whom the ticket was created by.
	Created Date	The date on which the ticket was created.
	Description	Description of the ticket
	Details	Details of the ticket
	Impact	Impact of the ticket (High/Medium/Minor etc.)
	Item	Item(CCTI) of the ticket
	Modified Date	The date on which the ticket was last modified.
	Priority	Priority of the ticket (Critical/High/Medium/Low etc)
	Reason	Reason due to which the ticket is pending.
	Requester	User who requested for the ticket
	Requester's Email	Email of the Requester
	Requester's Organization	Organization of the Requester
	Requester's Phone	Phone of the Requester
	Requester's Organization Hierarchy	Requester's Organization Hierarchy
	Resolved By	The user by whom the ticket was resolved by.
	Resolved Date	The date on which the ticket was resolved.
	Source	Source of the ticket (Phone/Email/Service Desk, etc.
	Status	Status of the ticket (Open/Pending/Assigned /Resolved/Closed)
	Ticket Count	Ticket Count
	Ticket ID	Ticket ID
	Ticket Phase	The phase in which the ticket is in (First/Second etc.)
	Ticket Type	Type of the ticket (Service Request/Change/ Incident/Problem)
	Type	Type (CCTI) of the ticket
	Urgency	Urgency of the ticket (Medium/High/Low etc.)
	VIP	Flag to notify If the user who raised the ticket is a VIP user or not.
	Ticket Age	Used to know the age of the ticket from the time it is raised.
	First Resolution Time	Displays the total number of days that are taken to first resolve the ticket from the date it was created.
	First Closure Time	Displays the total number of days that are taken to first close the ticket from the date it was created.
	Last Closure Time	Commonly used in the scenario where the ticket is re-opened and closed more than once. Displays the total number of days that are taken from the date the ticket is created to the latest closed date.
	Last Resolution Time	Commonly used in the scenario where the ticket is re-opened and resolved more than once. Displays the total number of days taken from the date the ticket is created to the latest resolution date.
	Total Pending Time	Provides information about the total number of days that a ticket is in pending state.
Change Request	Actual End Date	Actual End Date of the Change Request
	Actual Start Date	Actual Start Date of the Change Request
	Actual Duration	The actual duration taken for the implementation of change request
	Business Criticality	Business Criticality of the Change Request
	Change Type	Change Type
	Environment Affected	Environment Affected by the Change
	Outage Type	Outage Type caused by the change
	Planned End Date	Planned End Date for the change rollout
	Planned Start Date	Planned Start Date for the change rollout
	Planned Duration	The planned duration for the implementation of change request
	Reason For Change	Reason For Change
	Requested For	User for whom the change is requested for
	Requested For Email	Email of the user for whom the change is requested for
	Requested For Organization	Organization of the user for whom the change is requested for
	Requested For Phone	Phone of the user for whom the change is requested for
	Requested For Org Hierarchy	Org Hierarchy of the user for whom the change is requested for
	Risk Assessment	Risk Assessment of the change
	Outage Duration	Outage Duration of the change
	Change Impact	Impact of the change
	CIs Affected	CIs Affected by the change
	Implementation and Verification Plan	Implementation and Verification Plan for the Change
	Backout plan	Backout plan for the change
	Location Affected	Location Affected by the change
Incident	Affected User	User affected by the incident
	Affected User's Email	Email of the user affected by the incident
	Affected User's Organization	Organization of the user affected by the incident
	Affected User's Phone	Phone of the user affected by the incident
	Affected User's Org Hierarchy	Org Hierarchy of the user affected by the incident
	Symptom Details	Symptom Details of the incident
	This Incident Is	If the incident is a global incident or a related incident to another global incident
	Severity	Severity of the incident
	Global Issue Id	ID for the Global Incident
Problem	Affected User	User affected by the problem
	Affected User's Email	Email of the user affected by the problem
	Affected User's Organization	Organization of the user affected by the problem
	Affected User's Phone	Phone of the user affected by the problem
	Affected User's Org Hierarchy	Org Hierarchy of the user affected by the problem
	Symptom Details	Symptom Details of the problem
	This Problem Is	If the problem is a global problem or a related problem to another global problem
	Global Issue Id	Severity of the problem
	Severity	ID for the Global problem
Service Request	Requested For Email	Email of the user for whom the Service request was raised for
	Requested For Organization	Organization of the user for whom the Service request was raised for
	Requested For Phone	Phone of the user for whom the Service request was raised for
	Requested For Org Hierarchy	Org Hierarchy of the user for whom the Service request was raised for
	Requested_For	User for whom the Service request was raised for
Task (Ticket Tasks)	Actual End Date	Actual End Date of the Ticket Task
	Actual Start Date	Actual Start Date of the Ticket Task
	Actual Duration	The actual duration taken for completion of the task
	Contact Person	Contact Person for the Ticket Task
	Contact's Email	Contact's Email for the Ticket Task
	Contact's Organization	Contact's Organization for the Ticket Task
	Contact's Phone	Contact's Phone for the Ticket Task
	Contact's Org Hierarchy	Contact's Org Hierarchy for the Ticket Task
	Planned End Date	Planned End Date
	Planned Start Date	Planned Start Date
	Planned Duration	The planned duration for completion of the task
	Task Name	Task Name
	Task Order	Task Order
	Task Relevant Detailed Info	Relevant detailed info for the ticket task
	Task Type	Type of the task
	Ticket Id	TICKET ID

Asset Discovery

Data Set Name	Field	Description
Discovery Configuration	Configuration Name	Configuration Name
	Discovery Type	Discovery Type
	Discovery source	Discovery source
	Discovery Database Name	Discovery Database Name
	Database Host Name	Database Host Name
	User Name	User Name
	Port	Port
	Active	Active
	Recurrence Start Date	Recurrence Start Date
	Recurrence End Date	Recurrence End Date
	Template Name	Template Name
Discovery Job Status	Job ID	Job ID
	Scan Status	Scan Status
	Total Discovered Assets	Total Number of assets discovered in the scan
	Scan Start Time	Scan Start Time
	Scan End Time	Scan End Time
	Basic Discovered Assets count	Basic Discovered Assets count
	Deep Discovered Assets count	Deep Discovered Assets count
	Newly Discovered Assets Count	Newly Discovered Assets Count
	Updated Assets Count	Updated Assets Count
Discovery Connector Information	Installed Machine	Connector Installed Machine
	Installed Path	Installed Path
	Operating System	Operating System
	State	State
	Version	Version

Configuration Items

Data Set Name	Field	Description
Configuration Items	Category	Category(CCTI) of the Configuration Item
	Class	Class(CCTI) of the Configuration Item
	Created By	Configuration Item Created By
	Created Date	Configuration Item Created Date
	Description	Description of the Configuration Item
	Function	Function of the Configuration Item
	Item	Item (CCTI) to which the Config Item belongs to
	Modified By	Configuration Item Modified By
	Modified Date	Last Modified Date of the Configuration Item
	Name	Name of the Configuration Item
	Physical Location	Physical Location to which Configuration Item belongs to
	Physical Organization	Physical Organization to which Configuration Item belongs to
	Physical Site	Physical Site to which Configuration Item belongs to
	Status Date	Status Date of the Configuration Item
	Type	Type(CCTI) of the Configuration Item
	Status	Status of the Configuration Item
	Owner	Owner of the Configuration Item

Project

Data Set Name	Field	Example	Description
ITPM Project	Project ID	1	Project Identifier (not GUID, user defined project label)
	Project Name	Upgrade Exchange Server for Org NA	Title of the Project
	Project Description	Upgrading Exchange Server Version for Organization NA from 2010 to 2013	Description of the Project
	Project Owner		Owner of the Project
	Project Objective	Enhance email experience for Org A users	The objective or purpose of the Project
	Project Approval Status	YES	The approval status of the project
	Project Planned Cost (in $)	5000 $	The Planned cost in $ for the Project
	Project Actual Cost (in $)	10000 $	The Actual Cost incurred in $ for the Project
	Project Status	Pending/Started/Completed/Closed	The Status of the Project
	Project Priority	Critical/High/Medium/Low	The Priority or urgency of the Project
	Project Start Date	10-31-14	The date when the project was started
	Project End Date	11-30-14	The date when the project was completed
	Project Created Date	1/10/2014	The date when the project was created
	Project Modified Date	3/11/2014	The date when the project was last modified
	Project Task Lanes	TODO/DOING/DONE/IN PROGRESS etc.,	The task lanes of the Project Kanban board which represent the states of the tasks
	Project Tasks per Lane (count)	6	The number of tasks in a particular task lane within the project
	Project Total Time Spent (in hours)	600 hours	Total Effort or Time Spent in Hours
	Project Associated Organization	Trizetto-->NA	Organization for which the Project is created for.
	Project Members		Members of the Project
	Project Member Permissions	Read Only	Permissions for each member of the project
	Project Blockers	"Office Communication Server Integration"	Tasks that are blocked and blocking the project
	Favorite to		User to whom the project is marked to be a favorite to

Project Task

Data Set Name	Field	Example	Description
ITPM Project Task	Task ID	0014	The ID of the Project Task
	Task Name	Activate subscription service for all users	The Project Task name
	Task Project	"Upgrade Exchange Server for Org NA"	The name of the project to which the task belongs to
	Task Created Date	1/11/2014	The date on which the Project task is created
	Task Owner		The owner of the project task
	Task Deleted	NO	If the project task was deleted
	Task Last Modified Date	10/11/2014	The date on which the project task was last modified
	Task Description	Activate Exchange Server subscription service for all users	Description of the Project task
	Task Blocked Status	YES	If the project task is blocked
	Task Blocked Reason	MS subscription order is pending biz approval	Reason for the project task to be blocked
	Task Due Date	11-20-2014	The due date for the completion of the project task
	Task in Lane (Task State)	DOING	The lane / task state in which the task exists in the Project Kanban board
	Task Priority	MEDIUM	The Priority or urgency of the Project task
	Task Size in Days	20 days
	Task Type	Ticket Task	The type of the project task
	Task Created By		The user who created the project task
	Task Closed Date	11/15/2014	The date on which the project task was closed
	Task Associated to Ticket (Y/N)	YES	If the project task is associated to a ticket
	Task Associated Ticket ID	1-100	The ID of the ticket to which the project task is associated
	Task Associated Ticket Title	Activate Exchange Server subscription service for all users	Title of the Ticket which is associated to the Project Task
	Task Associated Ticket Description	Activate Exchange Server subscription service for all users	Description of the Ticket which is associated to the Project Task
	Task Associated Ticket Type	Change	The Type of the ticket to which the project task is associated to
	Task Associated Ticket Status	Resolved	The status of the ticket to which the project task is associated to
	Task Associated Ticket Priority	HIGH	The priority of the ticket to which the project task is associated to
	Task Associated Ticket Resolved Date	10/11/2014	The resolved date of the ticket to which the project task is associated to
	Task Associated Ticket Worklog	Completed upgrade of Exchange Server 2013	The worklog of the ticket to which the project task is associated to
	Task Associated Ticket Closed Date	NA	The closed date of the ticket to which the project task is associated to
	Task Ticket Last Modified By		The user who last modified the ticket to which the project task is associated to

Project Time Entry

Data Set Name	Field	Example	Description
ITPM Project Time Entry	Task Timelog Comments	Completed upgrade of Exchange Server 2013	Comments for the task timelog entry
	Task Timelog Entered By	Sarath S	User who entered the timelog for the task
	Task Associated Ticket Total Time Spent	35 hours	Total time spent on the ticket which is associated to the project task
	Task Total Time Spent	40 hours	Total time spent on the task (including the associated ticket time spent)
	Task Time Spent	5 hours	Time spent on the project task
	Task TimeLog Owner	Sarath S	The user who owns time entry for the project task
	Task Associated Ticket TimeLog Entered BY	Sarath S	User who entered the timelog for the ticket associated to the project task
	Task Associated Ticket TimeLog Value	20 hours	The timelog value for the ticket to which the task is associated to

Project Associations

Data Set Name	Field	Example	Description
ITPM Project Associations	Project Associated CI	Mail Service	Configuration Item to which the Project is associated to
	Project Associated Ticket (Direct)	NA	The ticket that is directly associated to the project
	Project Associated Ticket (via Proj Task)	Activate Exchange Server subscription service for all users	The ticket that is associated to the project via project task