usp_kpi_ticket_data Table

Data Element Dictionary › usp_kpi_ticket_data Table

usp_kpi_ticket_data Table

This table contains data retrieved from CA SDM tickets. The data can be used for reporting on ticket performance, such as how long a ticket was in each state.

SQL Name—usp_kpi_ticket_data
Object—ktd

Note: This table can collect data for custom fields when you manually add the UI_INFO flag to the custom fields in a majic file. For example, you can use the following attributes:

priority SREL pri REQUIRED { ON_NEW SET 0 ; 
UI_INFO "KPI" ;} ;
urgency SREL urg { UI_INFO "KPI" ; };

Field	Data Type	Remarks
id	integer	Specifies the id of the record.
end_time	integer	Indicates the time when a ticket attribute is changed. It can also be used as a unique id for identifying a ticket object in which one or more attributes are changed.
prev_time	integer	Indicates the time stamp of the last change to this ticket object.
obj_name	string	Indicates ticket objects in majic files (cr, chg, iss,in and pr). Identifies a ticket in which an attribute is changed.
obj_id	integer	Indicates the id of a ticket object in which an attribute is changed.
obj_type	string	Contains type names for call request, such as Problem, Incident, or Request.
field_name	string	Indicates an attribute name in the ticket object in majic files of which the value is changed. They are assignee, priority, customer, etc.
field_value	string	Indicates the attribute value before current value. If it is a SREL, use a common name.
next_value	string	Indicates the attribute value after current value. If it is a SREL, use a common name.
operation	string	There are three kinds of operations: insert, delete and update. Insert or delete creates a usp_kpi_ticket_data record without setting the attribute fields.
attr_obj	string	The name of the object table the SREL links to.
attr_from_id	integer	The previous attr_obj id.
attr_from_uuid	uuid	The previous attr_obj uuid.
attr_to_id	integer	The next attr_obj id.
attr_to_uuid	uuid	The next attr_obj uuid.
user_context	uuid	Whenever the attribute of a ticket object has been changed, the user_context field needs to be filled. It is an SREL to cnt.
ktd_duration	integer	Indicates the calculated time duration between two changes. Note: The calculated duration is based on a change to values in a ticket in real time, not in business hours.