Call Request

This article contains the following topics:
casm1401
This article contains the following topics:
Call_Req Table
Integration with call manager.
  • SQL Name
    -- call_req
  • Object
    -- cr
Field
Data Type
Reference
Remarks
active_flag
INTEGER
Boolean_Table ::enum
Sets the Active flag, as follows:
0
-- Inactive
1
-- Active
affected_rc
byte(16)
ca_owned_ resource::uuid
Foreign key to the id field of the ca_owned_resource table. It identifies the asset.
assignee
byte(16)
 
Foreign key to the contact_uuid field of the ca_contact table. It identifies the assignee.
call_back_date
INTEGER
 
Specifies the call back timestamp for this request.
call_back_flag
INTEGER
 
Specifies the call back flag value for this request.
category
nvarchar(30)
Prob_Category ::persid
Foreign key to the persistent_id field of the prob_ctg table. This identifies the category.
change
INTEGER
chg ID
Foreign key to the ID field of the chg table. This is the associated change order.
caused_by_chg
INTEGER
Change_Request
Indicates the change request was caused by another change order.
charge_back_id
nvarchar(12)
 
Indicates the user-defined string field.
close_date
INTEGER
 
Represents the timestamp of when this request was closed.
cr_tticket
INTEGER
 
Not used.
created_via
INTEGER
Interface::id
Foreign key to the id field of the interface table. Based on site-defined conditions, this reflects which interface created the request.
customer
byte(16)
ca_contact::uuid
Foreign key to the contact_uuid field of the ca_contact table. This identifies the Affected End User.
description
nvarchar(4000)
 
This is the textual description of this call request.
event_token
nvarchar(30)
 
Used by TNGeh_writer for message matching.
external_system_ ticket
STRING 4000
 
 
extern_ref
nvarchar(30)
 
(Deprecated) Specifies the trouble ticket associated with the call request.
group_id
byte(16)
 
Foreign key to the contact_uuid field of the ca_contact table, this represents the Assigned to Group ID.
id
INTEGER
 
Specifies the unique (to the table) numeric ID.
impact
INTEGER
Impact::enum
Foreign key to the enum field of the impact table, this identifies the impact of the request.
incident_priority
INTEGER
 
Specifies the computed incident priority if this is an ITIL incident.
incorrectly_ assigned
INTEGER
 
Indicates that the incident is assigned incorrectly.
last_act_id
nvarchar(12)
 
Identifies the persid of the last activity.
last_mod_by
byte(16)
 
Specifies the UUID of the contact who last modified this record.
last_mod_dt
INTEGER
 
Identifies the timestamp of when this record was last modified.
log_agent
byte(16)
ca_contact::uuid
Foreign key to the contact_uuid field of the ca_contact table. This identifies who the request was reported by.
macro_predict_ viol
INTEGER
 
Indicates that it is likely to violate its sla (boolean) for action macros to predict sla violations.
major_incident
INTEGER
 
Identifies the incident as a major incident.
open_date
INTEGER
 
Identifies the timestamp of when the request was created.
orig_user_admin_org
UUID
ca_organization
 
orig_user_cost_ center
INTEGER
ca_resource_ cost_center
 
orig_user_dept
INTEGER
ca_resource_ department
 
orig_user_ organization
UUID
ca_organization
 
outage_detail_ what
STRING 4000
 
Describes the outage details.
outage_detail_ who
STRING 4000
 
 
outage_detail_ why
STRING 4000
 
Describes why the outage occurred.
outage_reason
INTEGER
Outage_Reason
Identifies the reason for the outage.
outage_type
INTEGER
Outage_Type
Identifies the type of outage.
parent
nvarchar(30)
Call_Req::persid
Foreign key to the persistent_id field of the call_req table to allow for hierarchical request groupings (for example, "parent/child").
pct_service_ restored
INTEGER
 
Represents the percentage of service restored.
persid
nvarchar(30)
 
Identifies the Persistent ID (SystemObjectName:id).
predicted_sla_viol
INTEGER
 
Indicates that an sla violation has been predicted by Neugents:
1
-- Request
priority
INTEGER
Priority::enum
Foreign key to the enum field of the pri table, this indicates the priority of the call request.
problem
nvarchar(30)
 
Foreign key to the persistent_id field of the call_req table to allow for linking this incident to a problem.
ref_num
nvarchar(30)
 
Shows a visible reference number to the user.
requested_by
UUID
ca_contact
Identifies who requested the ticket.
remote_control_ used
INTEGER
 
Indicates that remote control was used.
resolvable_at_lower
INTEGER
 
Indicates that the ticket was resolved at a lower level.
resolve_date
INTEGER
 
Indicates the timestamp of when this request was resolved.
return_to_service
INTEGER
 
Indicates whether service is fully restored.
rootcause
INTEGER
Rootcause::id
Foreign key to the id field of the rootcause table. Specifies the root cause of the request.
sched_token
nvarchar(128)
 
Specifies the job scheduling token.
severity
INTEGER
Severity::enum
Foreign key to the enum field of the Severity table, this identifies the severity of the Request.
sla_violation
INTEGER
 
If defined, this flags the request as follows:Template
1
-- Request has violated its sla
solution
nvarchar(30)
Call_Req::persid
(Decrecated) Foreign key to the persistent_id field of the crsol table for old request solutions.
status
nvarchar(12)
Cr_Status::code
Foreign key to the code field of the cr_stat table, this is the status of the problem.
string1
nvarchar(40)
 
Identifies the user defined string field.
string2
nvarchar(40)
 
Identifies the user defined string field.
string3
nvarchar(40)
 
Identifies the user defined string field.
string4
nvarchar(40)
 
Identifies the user defined string field.
string5
nvarchar(40)
 
Identifies the user defined string field.
string6
nvarchar(40)
 
Identifies the user defined string field.
summary
nvarchar(240)
 
Identifies the summary text.
support_lev
nvarchar(30)
Service_Desc ::code
Foreign key to the code field of the srv_desc table, this defines the Classic Service Type.
symptom_code
INTEGER
Symptom_Code
 
template_name
nvarchar(30)
Cr_Template::template_name
Foreign key to the template_name field of the cr_tpl table, this specifies the name of the request template.
caextwf_instance_id
INTEGER
caextwf_instances
Indicates the CA Process Automation process instance id and process definition name and reference path launched by this Service Desk object.
tenant
UUID
ca_tenant
 
outage_start_ time
LOCAL_TIME
 
 
outage_end_time
LOCAL_TIME
 
 
ticket_ avoided
INTEGER
 
0
-- Do not search
10
-- Perform search
20
-- Open knowledge document
30
-- Ticket avoided by self-service
time_spent_sum
INTEGER
 
Specifies the sum of activity time spent.
type
nvarchar(10)
crt code
Foreign key to the crt table, this is the Request type.
urgency
INTEGER
Urgency::enum
Foreign key to the enum field of the urgency table, this indicates the call request urgency.
target_start_last
LOCAL_TIME
 
Time when target timer started or restarted.
target_hold_last
LOCAL_TIME
 
Time of most recent ticket hold
target_hold_count
INTEGER
 
Number of times ticket went into a Hold status
target_resolved_last
LOCAL_TIME
 
Time of most recent ticket resolution
target_resolved_ count
INTEGER
 
Number of times ticket went into a Resolved status
target_closed_last
LOCAL_TIME
 
Time ticket was last closed
target_closed_count
INTEGER
 
Number of times that ticket was closed
affected_service
UUID
ca_owned_ resource
UNIQUE NOT_NULL KEY
Call_Req_Type Table
Stores codes used in Call_Req.type and the detail form names that should be displayed. This is used by the ITIL vertical market customizations to display alternative forms for cr_detail based on the value of Call_Req.type
  • SQL Name
    -- crt
  • Object
    -- crt
Field
Data Type
Reference
Remarks
code
nvarchar(10)Y
 
Primary key of this table.
del
INTEGER
Active_Boolean_Table::enum
Specifies the Deleted flag, as follows:
0
-- Active
1
-- Inactive/marked as deleted
display_name
nvarchar(30)
 
The display name value for this Request type.
id
INTEGER
 
Specifies the unique (to the table) numeric ID.
nx_desc
nvarchar(30)
 
The description value for this Request type.
persid
nvarchar(30)
 
Persistent ID (SystemObjectName:id).
sym
nvarchar(30)
 
The symbolic value for this Request type.
Call_Solution Table
This table exists in the schema for backward compatibility only. Although there is an interface to it, you should not use this table at all; however, it is important that you not delete it from the schema.
  • SQL Name
    -- crsol
  • Object
    -- crsol
Field
Data Type
Reference
Remarks
description
STRING 500
 
Specifies the problem description.
cr_count
INTEGER
 
Specifies the call request usage count:
0
-- Yes
1
-- No call request usage count
cr_flag
INTEGER
 
Indicates the call request manager flag used by ITIL code.
del
INTEGER NOT_NULL
Active_Boolean_Table::enum
Specifies the status of the Deleted flag:
0
-- Active
1
-- Inactive/marked as deleted.
id
INTEGER UNIQUE NOT_NULL KEY
 
Indicates the numeric ID that is unique to the table.
in_flag
INTEGER
 
Specifies the in_flag used by ITIL code.
last_mod_dt
LOCAL_TIME
 
Indicates the timestamp for when this record was last modified.
nx_desc
STRING 40
 
Specifies the name for prob_mgr cbox table.
persid
STRING 30
 
Indicates the Persistent ID:SystemObjectName:id
pr_flag
INTEGER
 
Specifies the pr_flag used by ITIL code.
sapproved
INTEGER
Boolean_Table::enum
Indicates the status of solution approved.
sname
STRING 40
 
Specifies the solution name.
solution
STRING 1000
 
Specifies the solution description.
sym
STRING 60 NOT_NULL S_KEY
 
Specifies the symbol for the solution.
tcode
INTEGER
 
This field is no longer used.
Cr_Call_Timers Table
Call Request call timers. A stop watch with various thresholds that gives the help desk analyst a visual and audio indication of elapsed time.
  • SQL Name
     -- crctmr
  • Object
     -- ctimer
Field
Data Type
Reference
Remarks
beep
INTEGER
 
A beep indicator for then the threshold is reached:
0
-- No beep
1
-- Beep
color
STRING 12
 
Indicates the color of the timer at the start time.
del
INTEGER
NOT_NULL
Active_Boolean_Table::enum
Specifies the status of the Delete flag:
0
-- Active
1
-- Inactive/marked as deleted
id
INTEGER
UNIQUE
NOT_NULL KEY
 
The ID unique (to the table) Numeric ID.
last_mod_by
UUID
ca_contact::uuid
Specifies the UUID of the contact who last modified this record.
last_mod_dt
LOCAL_TIME
 
Indicates the timestamp for when this record was last modified.
persid
STRING 30
 
Identifies the Persistent ID (SystemObjectName:id).
text
STRING 240
 
Identifies the threshold text to display when the timer indicates elapsed time.
threshold
DURATION NOT_NULL
 
Identifies the threshold elapsed time.
Cr_Status Table
Call Request Status. Lists the states of the call request. May be added to at will. Allows the user to control whether the call request is active or inactive when it is changed to this status.
  • SQL Name
     -- cr_stats
  • Object
     -- crs
Field
Data Type
Reference
Remarks
active
INTEGER
 
Sets the Active flag, as follows:
0
-- Inactive
1
-- Active
code
nvarchar(12)
 
Primary key of this table.
cr_flag
INTEGER
 
When this flag is set to 1, this status is valid for Requests.
del
INTEGER
Active_Boolean_Table::enum
The Delete flag that indicates the following:
0
-- Active
1
-- Inactive/marked as deleted
description
nvarchar(500)
 
Identifies the textual description of the status.
hold
INTEGER
 
Sets the Hold flag, as follows:
0
-- Start events
1
-- Stop events
id
INTEGER
 
Unique (to the table) numeric ID.
in_flag
INTEGER
 
When this flag is set to 1, the status is valid for Incidents.
last_mod_by
byte(16)
ca_contact::uuid
Specifies the UUID of the contact who last modified this record.
last_mod_dt
INTEGER
 
Identifies the timestamp of when this record was last modified.
persid
nvarchar(30)
 
Persistent ID (SystemObjectName:id).
pr_flag
INTEGER
 
When this flag set to 1, the status is valid for Problems.
resolved
INTEGER
 
Flag that indicates the following:
0
-- Not yet resolved
1
-- Resolved
sym
nvarchar(30)
 
Identifies the symbol of the Request status name.
Cr_Stored_Queries Table
Custom bin stored queries. System administrators may add to this table at will. Determines which queries may be used by help desk analysts to customize their scoreboard.
  • SQL Name
     -- crsq
  • Object
     -- crsq
Field
Data Type
Reference
Remarks
description
STRING 240
 
Specifies the textual description of this stored query.
code
STRING 12 UNIQUE NOT_NULL S_KEY
 
Specifies the non-editable handle for the query.
count_url
STRING 240
 
Specifies the URL for counts, if obj_type=url.
criteria
STRING 240
 
Specifies the where clause for querying.
del
INTEGER NOT_NULL
Active_Boolean_ Table::enum
The deleted flag
0
-- active
1
-- inactive/marked as deleted)
id
INTEGER UNIQUE NOT_NULL KEY
 
Specifies the key (to the table) Numeric ID.
label
STRING 80
 
Specifies the label to display on the scoreboard.
last_mod_by
UUID
ca_contact::uuid
Specifies the UUID of the contact who last modified this record.
last_mod_dt
LOCAL_TIME
 
Indicates the timestamp for when this record was last modified.
obj_type
STRING 30
 
Indicates the scoreboard, with the capability of having enough space to allow for expansions to accommodate the cr, tt, ir, and chg types.
persid
STRING 30
 
The Persistent ID (SystemObjectName:id).
 
Cr_Template Table
Request Template Table maps a template name to a Call_Req that will be used as a template.
  • SQL Name
     -- cr_template
  • Object
     -- cr_tpl
Field
Data Type
Reference
Remarks
del
INTEGER
Active_Boolean_ Table::enum
The Delete flag that indicates the following:
0
-- Active
1
-- Inactive/marked as deleted
description
nvarchar(1000)
 
Shows the description of the template.
id
INTEGER
 
Identifies the nique (to the table) numeric ID.
last_mod_by
byte(16)
ca_contact::uuid
Specifies the UUID of the contact who last modified this record.
last_mod_dt
INTEGER
 
Indicates the timestamp of when this record was last modified.
quick_tmpl_type
INTEGER
Quick_Template_ Types::enum
Flag that indicates the following:
1
-- Quick tmpl
2
-- Quick tmpl+review
template
nvarchar(30)
Call_Req::persid
Persistent ID (SystemObjectName:id).
template_class
nvarchar(12)
 
Indicates to allow subclassing templates.
template_name
nvarchar(30)
 
Identifies the unique name of the template.
 
cr_trans Table
A transition object controls the current and next ticket status. The cr_trans table lists the status, new status, and actions that need to occur for a default transition.
  • SQL Name
     -- cr_trans
  • Object
     -- cr_trans
Label
Field
Description
id
INTEGER
Unique key.
status
SYMBOL
Specifies the current ticket status.
new_status
SYMBOL
Specifies the new ticket status
must_comment
INTEGER
Comment required when using a transition.
On new default: 0
is_default
INTEGER
Default transition that appears when the Status field is empty.
On new default: 0
condition
BOP_REF_STR_REF Macro
Site condition macro to approve transition.
condition error
STRING 255
Error message for site condition.
description
STRING 255
Description of this transition.
last_mod_dt
LOCAL_TIME
Timestamp of last update to this record.
last_mod_by
UUID REF ca_contact
User who last updated this.
del
INTEGER nn
Logical database delete status.
tenant
UUID REF ca_tenant
Reference to Tenant information.