CA Nimsoft Service Desk

Transcription

1 CA Nimsoft Service Desk Data Extracts Schema 7.0.6

2 Legal Notices Copyright 2013, CA. All rights reserved. Warranty The material contained in this document is provided "as is," and is subject to being changed, without notice, in future editions. Further, to the maximum extent permitted by applicable law, Nimsoft LLC disclaims all warranties, either express or implied, with regard to this manual and any information contained herein, including but not limited to the implied warranties of merchantability and fitness for a particular purpose. Nimsoft LLC shall not be liable for errors or for incidental or consequential damages in connection with the furnishing, use, or performance of this document or of any information contained herein. Should Nimsoft LLC and the user have a separate written agreement with warranty terms covering the material in this document that conflict with these terms, the warranty terms in the separate agreement shall control. Technology Licenses The hardware and/or software described in this document are furnished under a license and may be used or copied only in accordance with the terms of such license. No part of this manual may be reproduced in any form or by any means (including electronic storage and retrieval or translation into a foreign language) without prior agreement and written consent from Nimsoft LLC as governed by United States and international copyright laws. Restricted Rights Legend If software is for use in the performance of a U.S. Government prime contract or subcontract, Software is delivered and licensed as "Commercial computer software" as defined in DFAR (June 1995), or as a "commercial item" as defined in FAR 2.101(a) or as "Restricted computer software" as defined in FAR (June 1987) or any equivalent agency regulation or contract clause. Use, duplication or disclosure of Software is subject to Nimsoft LLC s standard commercial license terms, and non-dod Departments and Agencies of the U.S. Government will receive no greater than Restricted Rights as defined in FAR (c)(1-2) (June 1987). U.S. Government users will receive no greater than Limited Rights as defined in FAR (June 1987) or DFAR (b)(2) (November 1995), as applicable in any technical data. Trademarks Nimsoft is a trademark of CA. Adobe, Acrobat, Acrobat Reader, and Acrobat Exchange are registered trademarks of Adobe Systems Incorporated. Intel and Pentium are U.S. registered trademarks of Intel Corporation. Java(TM) is a U.S. trademark of Sun Microsystems, Inc. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. Netscape(TM) is a U.S. trademark of Netscape Communications Corporation. Oracle is a U.S. registered trademark of Oracle Corporation, Redwood City, California. UNIX is a registered trademark of the Open Group. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. All other trademarks, trade names, service marks and logos referenced herein belong to their respective companies. For information on licensed and public domain software, see the Nimsoft Monitor Third-Party Licenses and Terms of Use document at:

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5 Contents Chapter 1: Data Extracts 7 Overview... 7 Data Extract Types... 7 Schema Information... 8 Limitations Chapter 2: Delta Extracts 11 Entity: Categorization Entity: Changes NSD--Entity: CI_ CUSTOM_FIELDS Entity: CONFIGURATION_ITEMS Entity: CONTACTS Entity: CUSTOM_FIELDS Entity: FEEDBACK_QUESTIONS Entity: FEEDBACK_RESPONSES Entity: HISTORY Entity: INCIDENTS Entity: PROBLEMS Entity: SERVICE_FEEDBACK Entity: SERVICE_REQUEST Entity: SLA_COMPLIANCE Entity: SOLUTIONS Entity: TASKS Entity: TICKET_APPROVALS Entity: WORK_LOG Chapter 3: Full Extracts 51 Entity: CI_CI_RELATIONSHIP Entity: CI_CONTACT_RELATIONSHIP Entity: TICKET_CI_RELATIONSHIP Entity: TICKET_TICKET_RELATIONSHIP Chapter 4: Scheduling 55 Scheduling Full Extracts Scheduling Delta Extracts Contents 5

6 6 Data Extracts Schema

7 Chapter 1: Data Extracts This section contains the following topics: Overview (see page 7) Data Extract Types (see page 7) Schema Information (see page 8) Limitations (see page 10) Overview Data extraction is the process of retrieving data from the CA Nimsoft Service Desk data source, if requested by a customer. This data can be used by the customer for customized reporting purposes. Data Extract is enabled by a set of scripts that run against the customer s Production database. The script executes queries to extract data from the Database and this extracted data is exported to an MS Access file. The Data Extract process runs on the server that hosts customers poduction databases. 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). Depending on whether time period (start date and end date) is specified or not; Data extraction can be of two types: 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. This is done on the basis of Start Date and End Date specified for the Delta Extract. It is highly recommended that data extraction for the first time is a Full Extract. However, this is not mandatory. Chapter 1: Data Extracts 7

8 Schema Information Schema Information While some records are extracted only during full extracts; most other entities are extracted during both Delta Extracts and Full Extracts. The table below lists the entities that are extracted and exported to the MS Access file. It also provides information on whether the entity is available only during Full Extracts or also during Delta Extracts. Entity Name Description Related to Full Extracts Related to Delta Extracts CATEGORIZATIONS CHANGES CI_CI_RELATIONSHIP This refers to the four-tired grouping of Class, Category, Type and Item (CCTI) applied to Tickets and Configuration Items. Change tickets are created in Nimsoft Service Desk to manage changes to an existing IT Services and infrastructure. This 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. CI_CONTACT_RELATIONSHIP This refers to the relationship that exists between Configuration Items (CI) and Contacts. Multiple contacts can be related to a CI in different relationship types. CI_CUSTOM_FIELDS This refers to the Custom fields that get added to a CI record via an applicable CI Attribute Template. These custom fields provide additional information about the Configuration Items (CI). No No CONFIGURATION_ITEMS Any component of an IT Infrastructure is referred to as Configuration Item (CI). CIs could include Hardware, Software Applications, Network devices, documentation, etc. CONTACTS This refers to the details of persons stored as Contacts in Nimsoft Service Desk. 8 Data Extracts Schema

9 Schema Information CUSTOM_FIELDS Custom fields are Additional Fields added to ticket over and above the standard ticket fields, based on ticket type and categorization. FEEDBACK_QUESTIONS Feedback questions refer to the questions on the Service Feedback forms sent to end-users of IT Services and Support to get information on the quality of service provided. FEEDBACK_RESPONSES Feedback responses refer to the response and comments received from end-users of IT Services and Support in response to a Service Feedback Form. HISTORY This refers to the details of activity logged in the Activity tab of the ticket. The Activity tab on any ticket contains the history of all actions taken on the ticket from creation to resolution and closure. INCIDENTS An Incident refers to any unplanned interruption of an IT Service or deterioration in quality of service available to the end user. PROBLEMS An unknown underlying cause of one or more Incidents which causes the Incident(s) to reoccur is termed as Problem. 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. SERVICE_REQUESTS Request from a user for information, advice, or access to a regular IT service or standard change like resetting password or new user are recorded and managed as Service Requests. SLA_COMPLIANCE SLA Compliance indicates whether the terms of formal agreement with the customer in terms of response and resolution of a request have been met or not. Chapter 1: Data Extracts 9

10 Limitations SOLUTIONS This refers to knowledge articles stored as Knowledge Base. These can be used to resolve similar issues in the future or provide useful information to end users. TASKS Task Ticket enable effective work breakdown by identifying individual Tasks that need to be done towards a larger activity. TICKET_APPROVALS Approvals are sought on proposed change on a ticket. Approvals ensure that changes get the required authorization for implementation. TICKET_CI_RELATIONSHIP This refers to the Configuration Items (CI) that have been related to a Ticket. Multiple CIs can be related to a ticket. No TICKET_TICKET_ RELATIONSHIP This refers to the relationship that exists between two or more Tickets. Multiple tickets can be related to each other. No WORK_LOG Worklogs are entries made in the ticket to log all work done on a ticket. Limitations In Delta Extracts, relationships between entities are not extracted. These can include 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. 10 Data Extracts Schema

11 Chapter 2: Delta Extracts Delta Extracts are used to extract data modified between a desired start date and end date. The tables in this section provide information on the field values of an entity that is made available in Delta Extracts. This section contains the following topics: Entity: Categorization (see page 11) Entity: Changes (see page 12) NSD--Entity: CI_ CUSTOM_FIELDS (see page 17) Entity: CONFIGURATION_ITEMS (see page 18) Entity: CONTACTS (see page 21) Entity: CUSTOM_FIELDS (see page 22) Entity: FEEDBACK_QUESTIONS (see page 23) Entity: FEEDBACK_RESPONSES (see page 24) Entity: HISTORY (see page 25) Entity: INCIDENTS (see page 26) Entity: PROBLEMS (see page 30) Entity: SERVICE_FEEDBACK (see page 34) Entity: SERVICE_REQUEST (see page 37) Entity: SLA_COMPLIANCE (see page 41) Entity: SOLUTIONS (see page 42) Entity: TASKS (see page 43) Entity: TICKET_APPROVALS (see page 47) Entity: WORK_LOG (see page 48) Entity: Categorization This refers to the CCTI records created and stored in your instance. 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 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 (-) Chapter 2: Delta Extracts 11

12 Entity: Changes item The value of the ITEM field NVARCHAR(50) Memo (-) ticket_types Type of the ticket (Service Request/Incident/Problem/Change/Tas k) and Configuration Items - - Memo (-) Entity: Changes This refers 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 case_id Case ID ticket_id An ID identifying a ticket 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 Ticket Priority NVARCHAR(50) Memo (-) 12 Data Extracts Schema

13 Entity: Changes ticket_description Ticket Description NVARCHAR(256) Memo (-) created_by_group_n ame 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 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 (-) person1_lvl1_org_na me Requester organization name NVARCHAR(50) Memo (-) person1_lvl2_org_na me Requester site name NVARCHAR(50) Memo (-) person1_lvl3_org_na me Requester location name NVARCHAR(50) Memo (-) person2_e_mail Requested For id NVARCHAR(126) Memo (-) Requester2 Requested for name BIGINT Memo (-) Chapter 2: Delta Extracts 13

14 Entity: Changes person2_job_title Requested For job title NVARCHAR(126) Memo (-) person2_phone1 Requested For phone number NVARCHAR(50) Memo (-) person2_lvl1_org_na me Requested For organization name NVARCHAR(50) Memo (-) person2_lvl2_org_na me Requested For site name NVARCHAR(50) Memo (-) person2_lvl3_org_na me Requested For location name NVARCHAR(50) Memo (-) ccti_id Identifies in which categorization the ticket lies ccti_class CCTI class NVARCHAR(50) Memo (-) ccti_category CCTI category NVARCHAR(50) Memo (-) ccti_type CCTI 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_ 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 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 (-) 14 Data Extracts Schema

15 Entity: Changes person2_alt_ 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 ticket NVARCHAR(4000) Memo (-) created_by_contact_ id The contact person who created this change ticket assigned_to_contact _id Identify the individual/contact to which the ticket is assigned modified_by_contact _id Identifies the contact who modified the ticket person1_contact_id Identification for the Contact who is the requester of the ticket person2_contact_id Identification for the Contact who is the requester of the ticket affected_service Affected Service NVARCHAR(128) Memo (-) ticket_phase The current lifecycle phase/stage of the service desk ticket NVARCHAR(50) Memo (-) ticket_source Ticket Source NVARCHAR(50) Memo (-) BUSINESS_CRITICALI TY The criticality of this change from the business point of view NVARCHAR(50) Memo (-) CHANGE_SUBTYPE Change Subtype NVARCHAR(50) Memo (-) Chapter 2: Delta Extracts 15

16 Entity: Changes 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_DA TE The planned start date to begin this change INT Long Integer (4) PLANNED_END_DAT E The planned end date to complete this change INT Long Integer (4) PLANNED_START_DA TETEXT The planned start date to complete this change in formatted text (DD/MM/YYYY) - - Date/Time (8) PLANNED_END_DAT ETEXT The planned end date to complete this change in formatted text (DD/MM/YYYY) - - Date/Time (8) PLANNED_DURATIO N The planned duration to complete this change INT Long Integer (4) ACTUAL_START_DAT E 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_DAT ETEXT The actual start date when the change would be started in formatted text (DD/MM/YYYY) - - Date/Time (8) ACTUAL_END_DATET EXT The actual end date when the change would be completed in formatted text (DD/MM/YYYY) - - Date/Time (8) 16 Data Extracts Schema

17 NSD--Entity: CI_ CUSTOM_FIELDS 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_veri fication_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 affeced by this change NVARCHAR(4000) Memo environment_affecte d The environment that may be impacted by the change NVARCHAR(4000) Memo backout_plan The backout plans for change rollback in case the change fails or something goes wrong while making the change NVARCHAR(4000) Memo NSD--Entity: CI_ CUSTOM_FIELDS This 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 ci_id The configuration item (CI) with which the Custom Field is related BIGINT Extract Data Type Long Integer (4) Chapter 2: Delta Extracts 17

18 Entity: CONFIGURATION_ITEMS template_nam e The name of the custom attribute template NVARCHAR(126) Text (126) attr_data_type The data type of the attribute value. Allowed values are listed below: - Text (1): A sequence of characters, such as words and sentences entered as a single line. - Number (2): An input element whose value is "number" represents a precise control for setting the element s value 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 selection from a list of values/options. - MultiLineText (5): A sequence of characters, such as words and sentences entered into multiple lines 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 assigned to the CI attribute NVARCHAR(4000 ) Memo (-) Entity: CONFIGURATION_ITEMS This 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 ci_name The Configuration Item name NVARCHAR(12 8) Text (255) 18 Data Extracts Schema

19 Entity: CONFIGURATION_ITEMS 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(25 6) Memo (-) ci_ccti_id The categorization for the configuration item 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_site_name The Configuration Item site name NVARCHAR(50) Text (255) ci_location_nam e The Configuration Item location name NVARCHAR(50) Text (255) ci_contact_id Id of the primary owner/contact person for the configuration item ci_contact_nam e The primary owner/contact person for the configuration item - - Text (255) contact_org_na me Organization of primary owner/contact person for the configuration item NVARCHAR(50) Text (255) Chapter 2: Delta Extracts 19

20 Entity: CONFIGURATION_ITEMS contact_site_na me Site of primary owner/contact person for the configuration item NVARCHAR(50) Text (255) contact_locatio n_name Location of primary owner/contact person for the configuration item NVARCHAR(50) Text (255) created_by_con tact_id The contact person who created this configuration item created_by_con tact_name The contact person who created this configuration item - - Text (255) modified_by_co ntact_id Identifies the contact who modified the ticket modified_by_co ntact_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) modifieddatetex t 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) 20 Data Extracts Schema

21 Entity: CONTACTS Entity: CONTACTS This 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 e_mail address of the contact NVARCHAR(126) Memo (-) employee_id Employee ID NVARCHAR(50) Memo (-) first_name 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 (-) organization Contact s organization NVARCHAR(50) Memo (-) site Contact s Site NVARCHAR(50) Memo (-) Department Department to which contact belongs NVARCHAR(50) Memo (-) Chapter 2: Delta Extracts 21

22 Entity: CUSTOM_FIELDS 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_i d The contact person who created this contact modified_by_contact_ id Identifies the contact who modified the ticket 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 Contact s user login NVARCHAR(255) Memo (-) user_license_type Contact s License type INT Long Integer (4) vip_user Indicates if Contact is a VIP INT Memo (-) Entity: CUSTOM_FIELDS This refers to the custom fields that get applied to a ticket from an applicable Custom Field Template. Details in the following fields 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 22 Data Extracts Schema

23 Entity: FEEDBACK_QUESTIONS template_nam e The name of the custom attribute template NVARCHAR(126) Text (126) attr_data_type Attribute data type INT Text (100) attr_name Attribute name NVARCHAR(100) Text (100) attr_value Attribute value NVARCHAR(4000) Memo (-) Entity: FEEDBACK_QUESTIONS This refers to the questions included in Feedback Forms that you configure. The following information 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 question_id ID of Feedback question 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_descriptio n The question on the feedback questionnaire NVARCHAR(256) Memo (-) 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 (-) Chapter 2: Delta Extracts 23

24 Entity: FEEDBACK_RESPONSES Entity: FEEDBACK_RESPONSES This refers to the response received from Respondents to a Feedback Schedule. The following information 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 fb_form_id The ID associated with the Feedback Survey Form fb_form_question_ id The question on which the response is provided 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_datete xt The notification date in formatted text (DD/MM/YYYY) - - Date/Time (8) responded_date The responded date INT Long Integer (4) responded_datetex t The responded date in formatted text (DD/MM/YYYY) - - Date/Time (8) valid_untill_date Date till when Feedback response can be made INT Long Integer (4) contact_id contact_name The ID of customer contact person who will provide feedback on the quality and adequacy of the delivered services The customer contact person who will provide feedback on the quality and adequacy of the delivered services. - - Text (255) 24 Data Extracts Schema

25 Entity: HISTORY feedback_id The ID associated with the unique Notification that is generated by the scheduler for each recipient item_id Ticket Id, in case the feedback schedule was triggered based on tickets Entity: HISTORY This refers to the history of all actions that got applied to a ticket (manual as well as automated actions). The following information related to the History of a ticket are available in the extract. Name Description System Data Type Extract Data Type item_id ActionTakenDateTe xt Identifier of the ticket specific details from APP_ITEM The action taken in formatted text (DD/MM/YYYY) - - Date/Time (8) action_created_dat e 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 The contact person who took the action on a ticket - - Memo (-) group_name The group that took the action on a ticket NVARCHAR(50) Memo (-) AssignedToIndividua l The individual to whom the ticket is assigned - - Memo (-) Chapter 2: Delta Extracts 25

26 Entity: INCIDENTS assign_contact_id Identifier of the contact person to whom the assignment is assigned Status The status that the ticket is set to NVARCHAR(50) Memo (-) status_reason_code The reason code 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 This 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 case_id Case ID ticket_id An ID identifying a ticket 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 - - Date/Time (8) 26 Data Extracts Schema