Integration with call manager.
|
Field |
Data Type |
Reference |
Remarks |
|---|---|---|---|
|
active_flag |
INTEGER |
Boolean_Table ::enum |
Sets the Active flag, as follows: |
|
affected_rc |
byte(16) |
ca_owned_ resource::uuid |
Foreign key to the id field of the ca_owned_resource table. It identifies the asset. |
|
assignee |
byte(16) |
|
Foreign key to the contact_uuid field of the ca_contact table. It identifies the assignee. |
|
call_back_date |
INTEGER |
|
Specifies the call back timestamp for this request. |
|
call_back_flag |
INTEGER |
|
Specifies the call back flag value for this request. |
|
category |
nvarchar(30) |
Prob_Category ::persid |
Foreign key to the persistent_id field of the prob_ctg table. This identifies the category. |
|
change |
INTEGER |
chg ID |
Foreign key to the ID field of the chg table. This is the associated change order. |
|
caused_by_chg |
INTEGER |
Change_Request |
Indicates the change request was caused by another change order. |
|
charge_back_id |
nvarchar(12) |
|
Indicates the user-defined string field. |
|
close_date |
INTEGER |
|
Represents the timestamp of when this request was closed. |
|
cr_tticket |
INTEGER |
|
Not used. |
|
created_via |
INTEGER |
Interface::id |
Foreign key to the id field of the interface table. Based on site-defined conditions, this reflects which interface created the request. |
|
customer |
byte(16) |
ca_contact::uuid |
Foreign key to the contact_uuid field of the ca_contact table. This identifies the Affected End User. |
|
description |
nvarchar |
|
This is the textual description of this call request. |
|
event_token |
nvarchar(30) |
|
Used by TNGeh_writer for message matching. |
|
external_system_ ticket |
STRING 4000 |
|
|
|
extern_ref |
nvarchar(30) |
|
(Deprecated) Specifies the trouble ticket associated with the call request. |
|
group_id |
byte(16) |
|
Foreign key to the contact_uuid field of the ca_contact table, this represents the Assigned to Group ID. |
|
id |
INTEGER |
|
Specifies the unique (to the table) numeric ID. |
|
impact |
INTEGER |
Impact::enum |
Foreign key to the enum field of the impact table, this identifies the impact of the request. |
|
incident_priority |
INTEGER |
|
Specifies the computed incident priority if this is an ITIL incident. |
|
incorrectly_ assigned |
INTEGER |
|
Indicates that the incident is assigned incorrectly. |
|
last_act_id |
nvarchar(12) |
|
Identifies the persid of the last activity. |
|
last_mod_by |
byte(16) |
|
Specifies the UUID of the contact who last modified this record. |
|
last_mod_dt |
INTEGER |
|
Identifies the timestamp of when this record was last modified. |
|
log_agent |
byte(16) |
ca_contact::uuid |
Foreign key to the contact_uuid field of the ca_contact table. This identifies who the request was reported by. |
|
macro_predict_ viol |
INTEGER |
|
Indicates that it is likely to violate its sla (boolean) for action macros to predict sla violations. |
|
major_incident |
INTEGER |
|
Identifies the incident as a major incident. |
|
open_date |
INTEGER |
|
Identifies the timestamp of when the request was created. |
|
orig_user_admin_org |
UUID |
ca_organization |
|
|
orig_user_cost_ center |
INTEGER |
ca_resource_ cost_center |
|
|
orig_user_dept |
INTEGER |
ca_resource_ department |
|
|
orig_user_ organization |
UUID |
ca_organization |
|
|
outage_detail_ what |
STRING 4000 |
|
Describes the outage details. |
|
outage_detail_ who |
STRING 4000 |
|
|
|
outage_detail_ why |
STRING 4000 |
|
Describes why the outage occurred. |
|
outage_reason |
INTEGER |
Outage_Reason |
Identifies the reason for the outage. |
|
outage_type |
INTEGER |
Outage_Type |
Identifies the type of outage. |
|
parent |
nvarchar(30) |
Call_Req::persid |
Foreign key to the persistent_id field of the call_req table to allow for hierarchical request groupings (for example, "parent/child"). |
|
pct_service_ restored |
INTEGER |
|
Represents the percentage of service restored. |
|
persid |
nvarchar(30) |
|
Identifies the Persistent ID (SystemObjectName:id). |
|
predicted_sla_viol |
INTEGER |
|
Indicates that an sla violation has been predicted by Neugents: 1—Request |
|
priority |
INTEGER |
Priority::enum |
Foreign key to the enum field of the pri table, this indicates the priority of the call request. |
|
problem |
nvarchar(30) |
|
Foreign key to the persistent_id field of the call_req table to allow for linking this incident to a problem. |
|
ref_num |
nvarchar(30) |
|
Shows a visible reference number to the user. |
|
requested_by |
UUID |
ca_contact |
Identifies who requested the ticket. |
|
remote_control_ used |
INTEGER |
|
Indicates that remote control was used. |
|
resolvable_at_lower |
INTEGER |
|
Indicates that the ticket was resolved at a lower level. |
|
resolve_date |
INTEGER |
|
Indicates the timestamp of when this request was resolved. |
|
return_to_service |
INTEGER |
|
Indicates whether service is fully restored. |
|
rootcause |
INTEGER |
Rootcause::id |
Foreign key to the id field of the rootcause table. Specifies the root cause of the request. |
|
sched_token |
nvarchar(128) |
|
Specifies the job scheduling token. |
|
severity |
INTEGER |
Severity::enum |
Foreign key to the enum field of the Severity table, this identifies the severity of the Request. |
|
sla_violation |
INTEGER |
|
If defined, this flags the request as follows: |
|
solution |
nvarchar(30) |
Call_Req::persid |
(Decrecated) Foreign key to the persistent_id field of the crsol table for old request solutions. |
|
status |
nvarchar(12) |
Cr_Status::code |
Foreign key to the code field of the cr_stat table, this is the status of the problem. |
|
string1 |
nvarchar(40) |
|
Identifies the user defined string field. |
|
string2 |
nvarchar(40) |
|
Identifies the user defined string field. |
|
string3 |
nvarchar(40) |
|
Identifies the user defined string field. |
|
string4 |
nvarchar(40) |
|
Identifies the user defined string field. |
|
string5 |
nvarchar(40) |
|
Identifies the user defined string field. |
|
string6 |
nvarchar(40) |
|
Identifies the user defined string field. |
|
summary |
nvarchar |
|
Identifies the summary text. |
|
support_lev |
nvarchar(30) |
Service_Desc ::code |
Foreign key to the code field of the srv_desc table, this defines the Classic Service Type. |
|
symptom_code |
INTEGER |
Symptom_Code |
|
|
template_name |
nvarchar(30) |
Cr_Template |
Foreign key to the template_name field of the cr_tpl table, this specifies the name of the request template. |
|
caextwf_instance_id |
INTEGER |
caextwf_instances |
Indicates the CA Process Automation process instance id and process definition name and reference path launched by this Service Desk object. |
|
tenant |
UUID |
ca_tenant |
|
|
outage_start_ time |
LOCAL_TIME |
|
|
|
outage_end_time |
LOCAL_TIME |
|
|
|
ticket_ avoided |
INTEGER |
|
0—Do not search 10—Perform search 20—Open knowledge document 30—Ticket avoided by self-service |
|
time_spent_sum |
INTEGER |
|
Specifies the sum of activity time spent. |
|
type |
nvarchar(10) |
crt code |
Foreign key to the crt table, this is the Request type. |
|
urgency |
INTEGER |
Urgency::enum |
Foreign key to the enum field of the urgency table, this indicates the call request urgency. |
|
target_start_last |
LOCAL_TIME |
|
Time when target timer started or restarted. |
|
target_hold_last |
LOCAL_TIME |
|
Time of most recent ticket hold |
|
target_hold_count |
INTEGER |
|
Number of times ticket went into a Hold status |
|
target_resolved_last |
LOCAL_TIME |
|
Time of most recent ticket resolution |
|
target_resolved_ count |
INTEGER |
|
Number of times ticket went into a Resolved status |
|
target_closed_last |
LOCAL_TIME |
|
Time ticket was last closed |
|
target_closed_count |
INTEGER |
|
Number of times that ticket was closed |
|
affected_service |
UUID |
ca_owned_ resource |
UNIQUE NOT_NULL KEY |
|
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All rights reserved.
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