NetSupport DNA Helpdesk Database Structure For Helpdesk version 2.70 Andy Gibbons Page 1 of 24 11/03/2008
NETSUPPORT DNA HELPDESK DATABASE STRUCTURE 1 Table : HD_ADUpdates 4 4 Table : HD_Audit_Trail 5 5 Table HD_Category 5 5 Table HD_Comp 6 6 Table HD_Contact 7 7 Table : HD_CustomDataAssign 8 8 Table HD_CustomDataLists 8 8 Table : HD_CustomDataSections 8 8 Table : HD_CustomDataTabs 9 9 Table HD_CustomFields 9 9 Table HD_DashReports 10 10 Table HD_Dept 10 10 Table : HD_Email_Extract_Rules 11 11 Table : HD_Email_Template 11 11 Table HD_Es_Action 12 12 Table HD_Es_Filter 12 12 Table HD_Es_FilterDetail 13 13 Andy Gibbons Page 2 of 24 11/03/2008
Table HD_Es_Ticket 13 13 Table HD_Files 14 14 Table : HD_Hols 14 14 Table : HD_Lic 14 14 Table HD_Notify 15 15 Table HD_Notify_Recip 15 15 Table HD_Options 16 16 Table HD_Permissions 16 16 Table HD_Pref 17 17 Table HD_Priority 17 17 Table HD_ReportFolders 18 18 Table HD_ReportPermissions 18 18 Table HD_Reports 18 18 Table HD_Resolution 19 19 Table : SavedSearchAssign 19 19 Table : HD_SavedSearches 19 19 Table : HD_SavedSearchItems 20 20 Table HD_Solution 20 20 Andy Gibbons Page 3 of 24 11/03/2008
Table : HD_Solution_Formated 20 20 Table : HD_SolutionFiles 21 21 Table HD_Status 21 21 Table HD_Ticket 22 22 Table HD_Ticket_detail 23 23 Table HD_TicketCustomData 23 23 Table HD_TicketFiles 23 23 Table : HD_WorkingHours 24 24 Table : HD_ADUpdates : This table holds the details of when each user in the Helpdesk Database was last updated by the Active Directory sync service NTUserName LastUpdate DontSync This is the NT Username that relates to a user in the HD_Contact Table This is the Date and Time of the last update This is a flag to control whether the user details are updated to match those defined in the Active Directory Andy Gibbons Page 4 of 24 11/03/2008
Table : HD_Audit_Trail : This table holds the Audit Trail details for each Ticket TicketId TimeStamp FullName Event This is the ID for the ticket that relates to the HD_Ticket Table This is the Date and Time of the event in the Audit Trail This is the Full Name of the user that initiated the event This is the text of the event detail Table HD_Category Holds the list of Categories that helpdesk tickets can be raised against CategoryId Parent CatDesc Assignee DeptAssignee Active SortOrder DefaultPri ParentList FullCatDesc This relates to a CategoryId in this table this enables the category list to hierarchical. This is a Text description of the Category This contains the ContactId of the person would be the assignee of any tickets created by contact that belong to this Category This contains the DeptId of the Department that would be the assignee of any tickets created by contact that belong to this Category If a category is deleted but it is assigned to a ticket or a solution then the category (ticket Type) is marked as inactive 0 means that the Ticket Type is not active and is not displayed in any lists 1- means the Ticket Type is active This is the User Defined Sort Order based on the CategoryId This contains the Default Priority for tickets of this type and is used when determining the priority for a new ticket A comma separated list of the parents of this Type The Full description of the Type calculated from its parents Andy Gibbons Page 5 of 24 11/03/2008
Table HD_Comp Holds the information relating to the companies that are configured in the system By Default at installation only one company will be created CompId CompName DateCreated CompContact PhoneNo PostalAddress Assignee DeptAssignee This is the Name of the Company This is the date that this record was Created. This contains a reference to a ContactId in Table HD_Contact that relates to the main contact person for this company This contains the Main Phone number for the company This contains the Postal address of the company This contains the ContactId of the person would be the assignee of any tickets created by contact that belong to this company This contains the DeptId of the Department that would be the assignee of any tickets created by contact that belong to this company Active Default value is 1 If the Company is deleted and the company contains departments that are set to not active this is set to 0 and the company is no longer displayed in the helpdesk, if there are not department in the company then the record is deleted. DefaultPri Reserved for future use Andy Gibbons Page 6 of 24 11/03/2008
Table HD_Contact Contains Information about contacts ContactId FullName DeptId EmailAddress PhoneNo CellNo TechStaff NTUserName Active Password DateCreated LoggedOn LastUpdate AllTickOpt DefaultPri This is the Fullname of the contact This is an integer that relates to a DeptId in HD_Dept that defines the department and company that this contact belongs to. This is the contacts Email Address This is the contacts Phone Number This is the contacts Mobile Phone Number This is a Tiny Int that defines whether or not this contact is a member of Technical Staff responsible for managing Helpdesk Tickets This is an NT Username for integration with NT Security Whether this user is a current user (ie tech staff that have left need still need to be recored on the system for historic Tickets Set to 0 for deleted users Set to 1 for active users An encypted Password The Date and time that this contact was created This is set to 1 if the user is currently logged on to the helpdesk This is a time stamp of the last time the logged on user requested a web page and is used to detect when a user has logged off the helpdesk This field only applies to Helpdesk Operators, when this is 1 the All Tickets option is available on the menu to this user. This contains the Default Priority set for the user and is used to determine the priority of a new ticket Andy Gibbons Page 7 of 24 11/03/2008
Table : HD_CustomDataAssign : This table contains the details of which custom data fields are displayed on tickets dependant on the selected contact and ticket type. ID CustomFieldId DeptId CompId ContactId CatId This is a unquie identifier for the table This relates to the Id for a custom field definition in the HD_CustomFields Table This is the ID of a Department for a contact that the field will be displayed for This is the ID of a Company for a contact that the field will be displayed for This is the ID of a contact for which the custom field will be displayed for This is the ID of a Ticket Type that the field will be displayed for Table HD_CustomDataLists This table defines the list used for a combo type of custom field ListId ListValue This is the value of the list entry Table : HD_CustomDataSections This table holds the definition of the sections that hold the custom data fields SectionId Title Saved SortOrder TabId This is a unique identifier for the section This is the text that is displayed in the title of the section This is a flag to say that the section is Saved an therefore displayed to users of the helpdesk, during the design phase this flag is not set This is an integer that defines which order sections are displayed in This relates to a TabId in the HD_CustomDataTabs table and defines which tab the section is contained in. If this is null then the section is displayed on the main form of the Ticket Andy Gibbons Page 8 of 24 11/03/2008
Table : HD_CustomDataTabs This table holds the definitions of the tabs for the custom data TabId Title Saved SortOrder This is a unique identifier for the tab This is the text that is displayed on the tab This is a flag to say that the tab is Saved an therefore displayed to users of the helpdesk, during the design phase this flag is not set This is an integer that defines which order tabs are displayed in Table HD_CustomFields Records the Customer Ticket Data created CustomFieldId CustomFieldName Field Type Mandatory CustomListId Numeric OperatorOnly SectionId DisplayCreate Display Edit Saved SortOrder FileSize HalfRow Default Value This is the Name of the Custom Field created This is the Field Type of the Custom Field created such as Text Box, Tick Box, Whether the Custom Data is Mandatory for the Ticket This is the Integer relates to the ListId in HD_CustomDataList Whether the Custom Field Data will only contain Numeric data This Custom data field is only displayed to Helpdesk Operators This is the Integer that relates to the SectionId in HD_CustomDataSectio This Customer Field will be displayed on the New Ticket form This Customer Field will be displayed on the edit Ticket form When set to 0 the custom data field is only displayed in the customer data editor, When set to 1 the custom Data Field is available as defined by the DisplayCreate and Display Edit fields This is the User Defined Sort Order based on the CustomFieldId This is the maxium length of the fields data When set to 0 the field is displayed across the entire page This is the Default Value of the Custom Field if Specified Andy Gibbons Page 9 of 24 11/03/2008
Table HD_DashReports Holds a list of Quick reports to be displayed on the dashboard ReportId SqlStatment FormatOptions A of the Report The SQL Statement to run to produce the Table of information Reserved for future use Table HD_Dept Holds the information relating to the Departments that are that are configured for each Company DeptId DeptName CompId Manager InitialAssignee TechDept Assignee DeptAssignee This is the name of the department This relates to a CompId in the table HD_Comp that defines the company that this department belongs to. This contains a Integer that relates to a ContactId in the table HD_Contact that defines the manager of this department. This is a integer that relates to a ContactId in HD_Contact that defines the Initial assignee for Tickets assigned to this Department This is a Tiny Int that defines whether or not this department is a Technical department responsible for managing Helpdesk Tickets This contains the ContactId of the person would be the assignee of any tickets created by contact that belong to this Department This contains the DeptId of the Department that would be the assignee of any tickets created by contact that belong to this Department Active Default value is 1 When a Department is deleted if it contains users that have been marked as not active this is set to 0 and the department is no longer displayed in the helpdesk. If there are no users in the department then the record is deleted DefaultPri Parent ParentList FullDeptName Reserved for future use The Parent Department A comma separated list of the parents for this department The Full name of the Department Calculated from the Parents Andy Gibbons Page 10 of 24 11/03/2008
Table : HD_Email_Extract_Rules This table holds the definition for the incoming email rules ExtractID SourceField DestField ExtractOperator Data1 Data2 SortOrder CaseSensitive Enabled This is the description of the rule that is displayed in the helpdesk This is the field of the email in which to search This is the destination field This is how to extract the data from the email Value defined to extract data Value defined to extract data This is an integer that defines which order the rules are processed in This is a flag to indicate if the extraction rule should be case sensitive A flag to indicate if the rule is enabled Table : HD_Email_Template : This table holds the templates for all the emails that are sent by the server these can be notification or Escalation emails. TemplateId FromAddress Subject Body HTML This is the Email address that the email will be sent from. This is the Subject line of the email This is the body of the email and may contain place holders for Variables A friendly name for the template This field denotes whether the Email is to be sent in HTML format 0 means that the Email is sent as plain text 1 means that the Email is sent as HTML Andy Gibbons Page 11 of 24 11/03/2008
Table HD_Es_Action This table contains the list of defined Escalation Actions ActionId ActionType NotifyId ActionData FilterId This is an Integer that defines what action to take and will be one of 0 Increase the Priority of a Ticket 1 Send a Notification This is an integer that relates to an NotifyId from HD_Notify table that defines the Notification rule to use Reserved for future use This relates to the FilterId in the HD_Es_Filter table The Name of this action Table HD_Es_Filter This table contains the list of defined Escalations FilterId FilterDesc DateCreated Owner Enabled This is a text of the escalation This is a Date and Time when the Escalation was Created This is an integer that relates to a ContactId In the HD_Contact table that defines the user that created this Escalation 0 this escalation will not be processed 1 this escalation will be processed Andy Gibbons Page 12 of 24 11/03/2008
Table HD_Es_FilterDetail This table contains the Criteria for an escalation The combination of FieldName, Operator, Criteria should build a SQL where clause eg FieldName DueDate Operator < Criteria Getdate() DueDate<Getdate() FilterDetailId FilterId FieldName Operatior Criteria ExecuteOrder JoinType This relates to the FilterId in the HD_Es_Filter table This is a name of field from the HD field in the HD_Ticket table that should be queried This will be one of 0 = 1 > 2 < 3 Like etc This is the criteria to match This is the order in which the Criteria should be executed Either a 0 or 1 and defines where to add a AND or OR to the end of the criteria The Name of this condition Table HD_Es_Ticket Records what escalations have been performed on a ticket FilterId TicketId DateStamp This relates to the FilterId in the HD_Es_Filter table This is an Integer that relates to a TicketId in HD_Ticket The date and time the escalation was performed Andy Gibbons Page 13 of 24 11/03/2008
Table HD_Files Holds the list of all Uploaded files FileId FileName Folder OperatorOnly UploadedAt UploadedBy FileSize This is the Name of the Uploaded File This is the folder in which the file is installed This is the of the Uploaded File Reserved for future use This is the Date Time when the File was Uploaded This is the ContactID of the Who Uploaded the File This is the File Size of the Uploaded File in Bytes Table : HD_Hols This table holds the details of the Holidays that are defined for the Helpdesk, these holidays are used for the escalation and due date calculations ID StartDate EndDate This is the Start Date of the holiday This is the End Date of the holiday This is the text description of the holiday Table : HD_Lic This table holds the license details for the Helpdesk CompanyName SerialNo LicCode This is the Company Name defined for the license This is the serial number defined for the license This is the authorisation code for the license Andy Gibbons Page 14 of 24 11/03/2008
Table HD_Notify Holds a list of Notification rules NotifyId Condition TemplateId Enabled This is an integer that defines when this notification rule is run 1 Ticket Created 2 Ticket Status Changed 4 Ticket Priority Changed 8 Ticket reassigned 16 Due Date Changed 32 Ticket Updated 64 Ticket Closed 128 Ticket Escalated This is an integer that relates to an EmailTemplateId from HD_Email_Template that defines the template to use when sending an Email If set to 1 then this rule is processed If set to 0 then this rule is not processed A description of this rule Table HD_Notify_Recip Defines which persons a notification is sent to RecipId NotifyId RecipType EmailAddress ContactId AddressType This is an Integer that relates to a NotifyId in HD_Notify This is an integer that defines who to send the email to 1- The contact for the Ticket 2- The Contact for a tickets manager 3- The Assignee for the ticket 4- The manager of the Assignee for a ticket 5- The Creator of a ticket 6- The manager of the Creator of a ticket 7- The Default company contact for the Company that the Contact for a ticket belongs to 8- a specific email address If the RecipType is 8 then this field will contain the specific email address Reserved for future use Defines whether the recipient is a TO, CC or BCC addressee 1 - TO addressee 2 CC Addressee 3 BCC Addresee Andy Gibbons Page 15 of 24 11/03/2008
Table HD_Options Records what escalations have been performed on a ticket OptionName svalue ivalue svalue The Name of the Option If the Option is a varchar this contains the value of the Option If the Option is a Integer this contains the value of the Option If the Option is a Text this contains the value of the Option Table HD_Permissions Holds the User Preferences for the default, Company, Department or Contact Id Permission ContactId DeptId CompId DenyPermission This is an integer that relates to one of the permission constants that defines the permission that this record grants or denies This is the ContactId of the contact for which this record holds a permission, this may be null is this record defines a permission for a Department, Company or a Default premission. This is the DeptId of the Department for which this record holds a permission, this may be null is this record defines a permission for a Contact, Company or a Default permission This is the CompId of the Company for which this record holds a permission, this may be null is this record defines a permission for a Contact, Department or a Default Permission This is an integer if set to 1 then the Permission is denied else the permission is granted Andy Gibbons Page 16 of 24 11/03/2008
Table HD_Pref Holds the User Preferences for the default, Company, Department or Contact PrefId ContactId DeptId CompId DateFormat StartPage TicketList DisplayFilters ConmfirmMsg TicketlistRefesh This is the ContactId of the contact for which this record holds the preferences, this may be null is this record defines preferences for a Department, Company or the Default Preferences. This is the DeptId of the Department for which this record holds the preferences, this may be null is this record defines preferences for a Contact, Company or the Default Preferences This is the CompId of the Company for which this record holds the preferences, this may be null is this record defines preferences for a Contact, Department or the Default Preferences This is the date format that this preference defines for the displaying and inputting of dates This holds the name of the default startpage for a contact with this preference This lists the fields to be displayed in the ticket list 0 the filters are not displayed on the ticket list 1 the filters are displayed on the ticket list 0 when a user closed a page without saving changes then a prompt is not displayed 1 when a user closed a page without saving changes then a prompt is displayed The Time between automatic refreshes of ticket lists Table HD_Priority This table holds the details of the defined priority levels for the Helpdesk implementation PriId PriLevel PriDesc PriImage This is the Level of the priority i.e. 0 is the most urgent This is a text description on the priority level e.g. Critical, Urgent, High etc This is the filename of the image to display for this priority Andy Gibbons Page 17 of 24 11/03/2008
Table HD_ReportFolders Records what Folders exist and where the Reports are Located FolderId Name Parent DateStamp This is the Name of the Folder This relates to the FolderId in this table this enables the Folder list to be hierarchical. This is the Date Stamp of when the Folder was Created Table HD_ReportPermissions Which Reports the Users have access to view ReportPermID ContactId DeptId CompId DenyAccess FolderId This is the Integer that relates to the ContactId in HD_Contact This is the Integer that relates to the DeptId in HD_Dept This is the Integer that relates to the CompId in HD_Comp When set to 1 Access is explicitly denyed for the contact department or company This is the Integer that relates to the FolderID in HD_ReportFolders Table HD_Reports What reports are available ReportId ReportFileName SQLStatment FolderID This is the filename of the RPT file This is a SQL statement that defines the Record source for the report This is the Report, which is defined when you upload a Report This is the Integer that relates to the FolderID in HD_ReportFolders Andy Gibbons Page 18 of 24 11/03/2008
Table HD_Resolution Contains the Resolution codes for tickets ResCodeId ResCodeDesc SortOrder This is a Text description of the Resolution This Defines the Order that the Resolutions are displayed in Lists Table : SavedSearchAssign This table stores the details of saved searches that are assigned to users SearchAssignId SearchId ContactId DeptId CompId This is the SearchId that relates to data in the HD_SavedSearches table This is the Integer that relates to the ContactId in HD_Contact This is the Integer that relates to the DeptId in HD_Dept This is the Integer that relates to the CompId in HD_Comp Table : HD_SavedSearches This table defines the details of a saved search SearchId SearchName FieldList WhereClause Menu Owner sortorder This is the Name of the saved search This is a comma separated list of the fields displayed in the search results This is the Where clause for the search This is a flag that determines if the search is displayed on the menu This relates to a ContactId in the HD_Contact table and is the user that created the search This is an integer that defines which order searches are displayed in Andy Gibbons Page 19 of 24 11/03/2008
Table : HD_SavedSearchItems This table is used to store the Criteria for a saved search SearchCriteriaId SearchId OptionValue OptionText SortOrder This is the SearchId that relates to data in the HD_SavedSearches table Value of the search Criteria The text displayed in the User interface for this item This is an integer that defines which order search criteria items are displayed in Table HD_Solution Holds solutions to Problems SolutionId CategoryId SolutionText Creator DateCreated Active Published PublishDate PublishedBy This relates to a CategoryId in the table HD_Category table that defines the category of this problem A Text description of the solution This hold the ContactId of the Contact that Created this solution This holds the date and time that this solution was created If the Solution is deleted but is is associated with a ticket the solution is marked as inactive and is not displayed in any lists. 0 means that this solution is deleted 1 means the Solution is active A Flag to indicate if this solution is published The Date and time that the solution was published The Full name of the user that published the solution Table : HD_Solution_Formated This table contains the HTML Text of the solution SolutionId SolutionHTML This relates to the SolutionId in the HD_Solution Table This is the formatted HTML of the solution Text Andy Gibbons Page 20 of 24 11/03/2008
Table : HD_SolutionFiles This table defines the files that are attached to a solution SolutionId FileId This relates to the SolutionId in the HD_Solution Table This is the Integer that relates to the FileId in HD_Files Table HD_Status Holds the list of statuses that a Helpdesk Ticket can be assigned StatusId StatusDesc SortOrder Closed This is a Text description of the Status This Defines the Order that the statuses are displayed in Lists 0 this status is not a closed status 1 this status is a closed status Andy Gibbons Page 21 of 24 11/03/2008
Table HD_Ticket This table contains the information about each Ticket TicketId DateCreated DateClosed DueDate LastModified StatusChange PriChange ContactId PriId StatusId Assignee Creator DeviceId Solution CategoryId ArchiveDate Summary ResCode IPAddress and is used as the Ticket ID This is the date and Time that the Ticket was Created This is the date and time that the Ticket was Closed This is the date that the Contact that logged the ticket entered as the due date. This is the date and time that this Ticket was last saved or Updated. This is the date and time that the Ticket last had a change of status. This is the date and time that the Ticket last had a change of Priority This is an Integer that relates to a ContactId in HD_Contact that is the contact for the Ticket This is an Integer that relates to a PriId in the HD_Priority Table that defines the priority of this problem. This is an integer that relates to a StatusId in the HD_Status Table that Defines the Current Status of the ticket. This is an integer that relates to a ContactId in the HD_Contact Table that defines the contact that this ticket is assigned to This is an integer that relates to a ContactId in the HD_Contact Table that defines the contact that Created this Ticket. The ID from the DNA PC table of the device that this ticket relates to This is an Integer that relates to a SolutionId in the table HD_Solution that defines the solution for this Ticket This relates to a CategoryId in the table HD_Category table that defines the category of this problem This is the date that this Ticket was Archived. This is the original description of the problem as entered when creating the Ticket This is the Summary field on a ticket This Relates to a ResCodeId in the HD_Resolutions Table and defines the resolution code for a closed ticket This is the IP Address used for Remote Control when there is no DNA Integration set Andy Gibbons Page 22 of 24 11/03/2008
Table HD_Ticket_detail Hold the detail of the Helpdesk Ticket DetailId TicketId DetailType DetailText TimeStamp Updater TimeTaken This is an Integer that relates to a TicketId in HD_Ticket This is an integer that defines the Type of Detail record and should be one of 0 Web Update by Tech Staff 1 Web Update by Contact 2.Telephone Update from Tech Staff 3 Telephone Update by Contact 4 Email Update form Tech Staff 5 Email Update from Contact This is a text field that contains the detail This is the date and time that this Detail was added This is an integer that relates to a contacted in HD_Contact that defines the person adding this update This is the Amount of time entered when then note was added to the ticket. Table HD_TicketCustomData Records what Custom Ticket Data based on TicketId TicketId CustomFieldId TextValue StringValue This is the Integer that relates to the TicketId in HD_Ticket This is the value of the field if the field is a textarea This is the Value of the field if the field type is not a textarea Table HD_TicketFiles Holds the list of Uploaded files based on TicketId TicketId FileId This is the Integer that relates to the TicketId in HD_Ticket This is the Integer that relates to the Field in HD_Files Andy Gibbons Page 23 of 24 11/03/2008
Table : HD_WorkingHours This table contains the details of the defined working ours for the helpdesk Dayofweek StartTime EndTime An integer defining the day of the week The working hours start time The working hours end time Andy Gibbons Page 24 of 24 11/03/2008