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

27 Entity: INCIDENTS 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 ticket creator - - Memo (-) assigned_to_group_ name Name of group to whom ticket is assigned NVARCHAR(50) Memo (-) assignedtoindividua l 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_n ame Requester organization name NVARCHAR(50) Memo (-) Chapter 2: Delta Extracts 27

28 Entity: INCIDENTS person1_lvl2_org_n ame Requester site name NVARCHAR(50) Memo (-) person1_lvl3_org_n ame Requester location name NVARCHAR(50) Memo (-) person2_e_mail Requested For 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_lvl1_org_n ame Requested For organization name NVARCHAR(50) Memo (-) person2_lvl2_org_n ame Requested For site name NVARCHAR(50) Memo (-) person2_lvl3_org_n ame 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 (-) 28 Data Extracts Schema

29 Entity: INCIDENTS 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 person2_alt_ Phone number of Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of contact for this ticket address of Requested For/Whom to Contact For/Who is Having the Issue/Requested on Behalf of contact for this ticket NVARCHAR(50) Memo (-) NVARCHAR(126) Memo (-) Resolution Ticket resolution NVARCHAR(4000) Memo (-) Cause Ticket Cause NVARCHAR(50) Memo (-) Severity Ticket severity NVARCHAR(50) Memo (-) description_long Long description of the incident faced NVARCHAR(4000) Memo (-) this_ticket_is Gets set if the ticket is global NVARCHAR(50) Memo (-) related_to_global_is sue_id Related Global Issue ID NVARCHAR(50) Memo (-) created_by_contact _id The contact person who created this incident ticket assigned_to_contact _id Identify the individual/contact to which the ticket is assigned modified_by_contac t_id Identifies the contact who modified the ticket person1_contact_id Identification for the Contact who is the requester of the ticket Chapter 2: Delta Extracts 29

30 Entity: PROBLEMS person2_contact_id Identification for the Contact who is the requester of the ticket 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) Entity: PROBLEMS This 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 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) 30 Data Extracts Schema

31 Entity: PROBLEMS 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_na me Group ID of the creator group of the ticket NVARCHAR(50) Memo (-) createdbyname Name of ticket creator - - Memo (-) assigned_to_group_n ame Name of group to whom ticket is assigned NVARCHAR(50) Memo (-) assignedtoindividual Name of individual to whom ticket is assigned - - Memo (-) modified_by_group_n ame 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 (-) Chapter 2: Delta Extracts 31

32 Entity: PROBLEMS 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 (-) 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 (-) 32 Data Extracts Schema

33 Entity: PROBLEMS person1_alt_ ticket_solution_id of the contact who is the requester of the ticket Identifier of the solution used to resolve this ticket NVARCHAR(126) Memo (-) 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_ 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 Ticket severity NVARCHAR(50) Memo (-) description_long Long description of the problem faced NVARCHAR(4000) Memo (-) this_ticket_is Gets set if the ticket is global NVARCHAR(50) Memo (-) related_to_global_iss ue_id Related Global Issue ID NVARCHAR(50) Memo (-) created_by_contact_i d The contact person who created this problem ticket assigned_to_contact_i d 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 Chapter 2: Delta Extracts 33

34 Entity: SERVICE_FEEDBACK person2_contact_id Identification for the Contact who is the requester of the ticket 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) Entity: SERVICE_FEEDBACK This refers to the Service Feedback Schedules in your instance. The following information 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 fb_form_id schedule_name The feedback form that must be filled in by the participant 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 (-) 34 Data Extracts Schema

35 Entity: SERVICE_FEEDBACK 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 anonymous_submissions allow_duplicate_response _submissions auto_close_in_days The type of support requests to which service feedback recurrence option for "X Number of Tickets" is applied. Specifies whether feedback filled out by the respondents will be submitted anonymously to the system Specifies whether respondents are allowed to fill out and submit multiple feedback The number of days (from the notification date) within which customer feedback will be allowed INT Memo (-) INT Long Integer (4) INT Long Integer (4) INT Long Integer (4) Chapter 2: Delta Extracts 35

36 Entity: SERVICE_FEEDBACK response_notifications_to The list of recipients who should be notified when a service satisfaction feedback form is submitted by the customer NVARCHAR(512) Memo (-) participant_type The participant type (respondent) for the notification schedule. (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 created_by_contact_nam e 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 modified_by_contact_na me The contact person who modified the feedback form - - Text (255) 36 Data Extracts Schema

37 Entity: SERVICE_REQUEST Entity: SERVICE_REQUEST This 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 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) 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_nam e Group ID of the creator group of the ticket NVARCHAR(50) Memo (-) Chapter 2: Delta Extracts 37

38 Entity: SERVICE_REQUEST createdbyname Name of ticket creator - - Memo (-) assigned_to_group_na me Name of group to whom ticket is assigned NVARCHAR(50) Memo (-) assignedtoindividual Name of individual to whom ticket is assigned - - Memo (-) modified_by_group_na me 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_name Requester organization name NVARCHAR(50) Memo (-) person1_lvl2_org_name Requester site name NVARCHAR(50) Memo (-) person1_lvl3_org_name Requester location name NVARCHAR(50) Memo (-) person2_e_mail Requested For 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 (-) 38 Data Extracts Schema

39 Entity: SERVICE_REQUEST person2_lvl1_org_name Requested For organization name NVARCHAR(50) Memo (-) person2_lvl2_org_name Requested For site name NVARCHAR(50) Memo (-) person2_lvl3_org_name 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 person1_alt_ Phone no of the contact who is the requester of the ticket of the contact who is the requester of the ticket NVARCHAR(50) Memo (-) 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 (-) 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 (-) resolution Ticket resolution NVARCHAR(4000) Memo (-) Chapter 2: Delta Extracts 39

40 Entity: SERVICE_REQUEST cause Ticket Cause NVARCHAR(50) Memo (-) description_long Long description of the issue faced NVARCHAR(4000) Memo (-) created_by_contact_id assigned_to_contact_id The contact person who created this request ticket Identify the individual/contact to which the ticket is assigned modified_by_contact_id Identifies the contact who modified the ticket person1_contact_id person2_contact_id Identification for the Contact who is the requester of the ticket Identification for the Contact who is the requester of the ticket 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) 40 Data Extracts Schema

41 Entity: SLA_COMPLIANCE Entity: SLA_COMPLIANCE This refers to the SLA Compliance for tickets to which SLA targets got applied in your instance. The following information 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 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 sla_start_time The service level target value against which the service level metric was compared to identify the violation. The starting date defined in the service level agreement i.e. SLA. NVARCHAR(15) Memo (-) INT Double (8) sla_due_by compliance_status The due date determined by the value of the SLA Threshold (time commitment) defined in the applicable service level agreement i.e. SLA Target configuration and the starting date timer. The timers are based on the business operating scheduler (working-hour) calendars. The measured compliance status indicator against the pre-defined service level agreement (SLA) targets. (Allowed Values - 0: In Progress, 1: Met SLA, 2: Missed SLA, 3: Approaching Violation Threshold, 4:Aborted, 5:Completed, 6: Ignored, 7: Paused) INT Double (8) INT Memo (-) Chapter 2: Delta Extracts 41

42 Entity: SOLUTIONS compliance_notes assigned_group_name The special notes/remarks regarding the achievement or breach of the service level agreement (SLA) targets for a support request (ticket). The assignment support group for the support request (ticket) for which the service metric value is calculated. NVARCHAR(4000 ) Memo (-) - - Memo (-) affected_ci Affected CI - - Memo (-) Entity: SOLUTIONS This 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 SOL_RESOLUTION SOL_CAUSE CCTI_ID SOL_CREATED_DATE The detailed description of the symptom that caused the need for this solution The resolution of the symptom that caused the need for this solution The cause of the symptom that caused the need for this solution The CCTI combination for which this solution was required The date when the solution record was created by the user NVARCHAR(4000) Memo (-) NVARCHAR(4000) Memo (-) NVARCHAR(4000) Memo (-) BIGINT Decimal (16) INT Long Integer (4) SOL_CREATED_CONTACT_I D The contact person who figured out the solution BIGINT Decimal (16) SOL_MODIFIED_DATE The last date the solution record was modified by the user INT Long Integer (4) 42 Data Extracts Schema

43 Entity: TASKS 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 This 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 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) Chapter 2: Delta Extracts 43

44 Entity: TASKS 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_nam e Group ID of the creator group of the ticket NVARCHAR(50) Memo (-) createdbyname Name of ticket creator - - Memo (-) assigned_to_group_na me Name of group to whom ticket is assigned NVARCHAR(50) Memo (-) assignedtoindividual Name of individual to whom ticket is assigned - - Memo (-) modified_by_group_na me 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_name Requester organization name NVARCHAR(50) Memo (-) person1_lvl2_org_name Requester site name NVARCHAR(50) Memo (-) person1_lvl3_org_name Requester location name NVARCHAR(50) Memo (-) person2_e_mail Requested For id NVARCHAR(126) Memo (-) 44 Data Extracts Schema

45 Entity: TASKS 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_lvl1_org_name Requested For organization name NVARCHAR(50) Memo (-) person2_lvl2_org_name Requested For site name NVARCHAR(50) Memo (-) person2_lvl3_org_name 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 (-) description_long Long description of the issue faced NVARCHAR(4000 ) Memo (-) task_name Task Name NVARCHAR(126) Memo (-) task_type 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 (-) Chapter 2: Delta Extracts 45

46 Entity: TASKS created_by_contact_id assigned_to_contact_id The contact person who created this request ticket 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 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 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) 46 Data Extracts Schema

47 Entity: TICKET_APPROVALS 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 planned_end_datetext The planned start date to complete this Task in formatted text (DD/MM/YYYY) The planned end date to complete this Task in formatted text (DD/MM/YYYY) - - Date/Time (8) - - Date/Time (8) Entity: TICKET_APPROVALS This 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 submitted for approval appr_history_id The approval routing process history record to which the support request (ticket) approval record is associated 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) Chapter 2: Delta Extracts 47

48 Entity: WORK_LOG appr_voting_type The approval voting process that is in force for the current approval stage. (Allowed Values - 0: A service desk ticket will be treated as approved or rejected only when all of the designated/authorized voting member(s) have submitted their approval or denial decisions; 1: A service desk ticket will be treated as approved or rejected when any one of the designated/authorized voting member has submitted his approval or denial decision) INT Text (255) approver_id Id of the approver 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 additional information requirements regarding the submitted change NVARCHAR(4000 ) Memo (-) Entity: WORK_LOG This 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 48 Data Extracts Schema

49 Entity: WORK_LOG row_id Record Identifier ticket_type Type of the ticket (Service Request/Incident/Problem/Change/Task) NVARCHAR(50) Memo (-) case_id Case id ticket_id A ID identifying a ticket work_type Type of work done INT Memo (-) work_time_spent Time spent on the work INT Long Integer (4) work_description Description of Work done in the ticket NVARCHAR(4000) Memo (-) work_created_date Date of creating worklog INT Long Integer (4) work_created_by_contac t_id The contact person who created this worklog Submitter Worklog created by - - Memo (-) ClientViewable Worklog type INT Memo (-) Chapter 2: Delta Extracts 49

50

51 Chapter 3: Full Extracts Full Extracts contains all entities present in Delta Extracts as well as other Entities. This section contains the following topics: Entity: CI_CI_RELATIONSHIP (see page 51) Entity: CI_CONTACT_RELATIONSHIP (see page 52) Entity: TICKET_CI_RELATIONSHIP (see page 52) Entity: TICKET_TICKET_RELATIONSHIP (see page 53) Entity: CI_CI_RELATIONSHIP This refers to the relationship between one or more CI in your instance. The following details regarding CI relationships are available in the extract. Name Description System Data Type Extract Data Type parent_ci_id ci_id domain_type The parent configuration item to which another CI is related The configuration item which holds a relationship with the parent CI The relationship domain for the configuration items indicating physical or logical connections between CIs NVARCHAR(50) Text (255) rel_descriptio n The description gives an overview of the context and usage of the relationship type NVARCHAR(126) Text (255) Chapter 3: Full Extracts 51

52 Entity: CI_CONTACT_RELATIONSHIP Entity: CI_CONTACT_RELATIONSHIP This refers to the CI to 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 contact_id contact_name The contact person associated with the configuration item (CI) Name of the contact associated with the Configuration Item - - Text (255) group_id The support group associated with the configuration item (CI) group_name Group Name associated with CI NVARCHAR(50) Text (255) ci_contact_rel_typ e The configuration item and contact relationship descriptor BIGINT Text (255) Entity: TICKET_CI_RELATIONSHIP This refers to the Ticket to CI relationship in your instance. The following details about Ticket CI relationship are available in the extract. Name Description System Data Type Extract Data Type item_id Item ID ci_id The associated configuration item to the ticket 52 Data Extracts Schema

53 Entity: TICKET_TICKET_RELATIONSHIP Entity: TICKET_TICKET_RELATIONSHIP This refers to the Ticket to 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 item_id Item ID Chapter 3: Full Extracts 53

54

55 Chapter 4: Scheduling Scheduling and managing Data Extracts is undertaken by the Nimsoft Service Desk Operations team. Customers can request for a Full Extract or for setting up a schedule for Delta Extracts. This section contains the following topics: Scheduling Full Extracts (see page 55) Scheduling Delta Extracts (see page 56) Scheduling Full Extracts In Full Extract all the data from the database for a given slice is extracted without any time restrictions. When Data Extract is requested for the first time, it is recommended (though not mandatory) that a Full Extract be scheduled. This is because having extracted all data in a slice; delta extracts can be used to get a clearer picture of the modifications during a set duration. A Full Extract can be scheduled as per your request. Chapter 4: Scheduling 55

56 Scheduling Delta Extracts Scheduling Delta Extracts Delta Extract extracts data that has been modified between specified Start Date and End Date. The Delta Extracts are run using 3 variables: Slice - specifies the Slice ID of the customer for whom the Data Extract is being scheduled. Start-Date - specifies the number of days prior to which tickets must be considered. End-Date - specifies upto which date tickets must be considered to extract from database. It is highly recommended that the Delta Extracts for short durations are carried out without intervals between one End-Date and the subsequent Start-Date. However, it is also possible to schedule delta extracts based on any Start Date and End Date. A customer can request data for 1 day, 2 days, 4 days, 5 days, etc. The following time related considerations have to be taken into account when requesting for a Delta Extract: The Delta Extract package uses GMT as the time-zone for extracting the data. The Data Extract fetches data for a minimum of 24 hours from 00:00:00 GMT to 23:59:59 GMT. For example: If a Data Extract was requested for data modified in the past 24 hours, and the extract is to be scheduled at 10 Jul :00 EST; at this time the current date in GMT is 11 Jul :00 GMT. The Start Date for the Data Extract will be Current Date in GMT - 2, which is 9 Jul :00 GMT and the End Date will be Current Date in GMT - 1, which is 10 Jul :59 GMT. The Slice Time zone has no bearing on the fetching of data. Data will be fetched from the customer database based on current date time in GMT. The Data Extract mdb file has some additional Date columns where the date is converted into Text (columns like Modified Date Text, Created Date Text, etc.), so that they are in a readable format. These columns do not exist inside the Database; they are only in the mdb file. For these Date Text fields present in the data extract package, time-zone is converted to the slice time. The Time Zone that is considered for conversions is picked from the Slice Configuration Parameter DEFAULT_TIMEZONE. Note: ~~If contact timezone is not specified when the contact record is created or updated, then by default the contact s time-zone will be set as slice default timezone parameter value. 56 Data Extracts Schema

57 Scheduling Delta Extracts Chapter 4: Scheduling 57