Table Info: Main Request Table
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Introduction
h_itsm_requests is where all the fundamental request information is stored. The primary key value is h_pk_reference.
Table Details
| Column Name | Description | Example Database Value | Options | Other Notes |
|---|---|---|---|---|
| h_activity_stream_id | ID referencing the timeline belonging to the request | urn:buzz:activityStream:91c4052a-5edf-4b42-a12d-89c24b84c7a8 | ||
| h_bpm_authorised | Has the request been authorised? (1 = Request has been subject to BPM authorisation 0 = No authorisation/not authorised) | 1 or 0 | ||
| h_bpm_id | ID of the BPM Instance associated with the request | BPM20140819000010 | ||
| h_bpm_ui_state | Reference field for BPM | assignOperation | ||
| h_callbackdate | Timestamp of last scheduled callback | 2015-03-05 12:00:00 | ||
| h_cancel_reason | Cancellation reason (based on the pre-defined buttons) | Created In Error | Created In Error, Duplicate, Not Needed, Other | Buttons are defined via a simple list called "CancellationReasons" |
| h_catalog | The catalog name this request is raised from | Catalog Name | ||
| h_catalog_id | The id of the catalog this request is raised from | 1 | Will be an integer value | |
| h_category | Category applied when the call was logged | Level > Level 2 > Level 3 | ||
| h_category_id | ID of category applied when call was logged | 58 | The actual delimiter is configured when setting up your profiles | |
| h_closedby_team_id | ID of the team who closed the request | 1stLineSupport | ||
| h_closedby_teamname | Name of the team who closed the request | 1st Line Support | ||
| h_closedby_user_id | User ID of analyst who closed the request | AndyA | ||
| h_closedby_username | Username of analyst who closed the request | Andy Analyst | ||
| h_closure_category | Closure category applied to the request | Level > Level 2 > Level 3 | ||
| h_closure_category_id | ID of closure category | 130 | ||
| h_company_i | The ID of the Company Group Associated to the customer (Internal) | ARES | ||
| h_company_name | The Name of the Company Group Associated to the customer (Internal) | Ares Computer Services | ||
| h_container_id | ID of Customers Organisation | 21 | Links to h_container | |
| h_createdby | Account user ID of analyst/portal user who logged the request | AndyA | ||
| h_custom_a to h_custom_t | Custom Fields | Any Value | ||
| h_custom_21 to h_custom_30 | Custom Fields | Any Value | ||
| h_customer_name | The name of the customer | John Smith | ||
| h_customer_type | The type of customer (Internal or Contact) | 0 | 0 = Internal Coworker, 1 = External Contact | |
| h_dateclosed | Timestamp when request was closed | 2015-03-05 15:40:45 | ||
| h_datelastmodified | Timestamp when request was last updated | 2015-03-05 15:40:45 | ||
| h_datelogged | Timestamp when the request was logged | 2015-03-05 15:40:45 | ||
| h_dateplacedonhold | Timestamp when request was placed on hold | 05/03/2015 15:40 | ||
| h_dateresolved | Timestamp when request was resolved | 2015-03-05 15:40:45 | ||
| h_description | Request Description | I am unable to start my laptop, please can someone assist? | ||
| h_external_ref_number | Field to hold a manually populated external ref number | IBM123656 | ||
| h_feedback_status | The status of the feedback sent to the customer | awaiting | awaiting, expired, not required, received, rejected | |
| h_feedback_status_id | The ID of the h_feedback_status | 1 | awaiting = 0, expired = 2, not required = 5, received = 1, rejected = 3 | |
| h_firsttimefix | Whether the request has been marked as a First Time Fix | 1 | False (not a FTF) = 0, True (was a FTF) = 1 |
|
| h_fixby | Fix time target (timestamp) | 2015-03-05 15:40:45 | ||
| h_fixsecs | Time remaining to fix target (seconds) | 3600 | ||
| h_fixtime | How long it took to fix request (seconds) | 2613 | ||
| h_fixtimeid | ID of associated fix timer | 172 | ||
| h_fk_priorityid | ID of priority currently applied to the request | 130 | References table h_itsm_priority | |
| h_fk_priorityname | The name of the priority current applied to the request | High | ||
| h_fk_problemfixid | Description coming soon | |||
| h_fk_serviceid | ID of Service through which the request was raised | 13 | Links to h_itsm_services | |
| h_fk_servicename | The name of the Service through which the request was raised | IT Support | ||
| h_fk_servicelevelagreementname | The name of the Service Level Agreement (SLA) | Incident SLA | ||
| h_fk_servicelevelname | The name of the Service Level | P1 Service Level | ||
| h_fk_team_id | ID of team to which the request is assigned | 1stLineSupport | Links to h_container | |
| h_fk_team_name | The name of the team to which the request is assigned | 1st Line Support | ||
| h_fk_user_id | The ID of Customer | 4 OR CraigC | If contact, integer value, references h_sys_contact. If Co-worker, username, references h_sys_accounts | |
| h_fk_user_name | The name of the customer | Craig Customer | ||
| h_flgfixisresolution | Description coming soon | |||
| h_flgfixisworkaround | Description coming soon | |||
| h_flgproblemfix | Description coming soon | |||
| h_historic | Description coming soon | |||
| h_idx_ref | unique value used for indexing | lid_0a56a96f-0663-499e-be0f-920feec00e84 | ||
| h_impact | NOT YET IMPLEMENTED | |||
| h_isanalystunread | Flag indicating whether request owner has read the most recent update (0 = No, 1 = Yes) | 1 | ||
| h_onholduntil | Timestamp when request will automatically come off hold | 05/03/2015 16:40 | ||
| h_ownerid | Account User ID of request Owner | AndyA | ||
| h_ownername | The name of the request Owner | Andy Analyst | ||
| h_pk_reference | Request Reference Number | IN00000023 | ||
| h_rating | Feedback rating (1 to 5) | 4 | ||
| h_reopencount | Number of times the request has been reopened | 1 | ||
| h_reopendate | Timestamp of when the request was last reopened | 2015-03-05 15:40:45 | ||
| h_reopenedby_team_id | Id of the team who reopened the request | 1stLineSupport | ||
| h_reopenedby_teamname | Name of the team who reopened the request | 1st Line Support | ||
| h_reopenedby_user_id | Account user ID of analyst who reopened the request | AndyA | ||
| h_reopenedby_username | Username of analyst who reopened the request | Andy Analyst | ||
| h_request_language | Language setting of user who logged request | en-GB | ||
| h_request_prefix | Prefix used in request reference | IN | ||
| h_requesttype | Request Type | Incident, Problem, Service Request, Change Request | ||
| h_resolution | Resolution text | Press and hold power button | ||
| h_resolvedby_team_id | Id of the team who resolved the request | 1stLineSupport | ||
| h_resolvedby_teamname | Name of the team who resolved the request | 1st Line Support | ||
| h_resolvedby_user_id | Account User ID of analyst who resolved the request | AndyA | ||
| h_resolvedby_username | Usename of analyst who resolved the request | Andy Analyst | ||
| h_respondby | Response target (timestamp) | 2015-03-05 15:40:45 | ||
| h_responsesecs | time remaining to response target (seconds) | 1800 | ||
| h_responsetime | Measured reponse time (seconds) | 4852 | ||
| h_responsetimeid | ID of associated response timer | 193 | ||
| h_site | The name of the associated site | London | ||
| h_site_id | The ID of the associated site | 2 | ||
| h_social_object_urn | Uniform Resource Name (URN) of the Customer | N/A | ||
| h_source_id | Analyst User ID, OR Email Message id OR, Guest Portal username, OR Co-worker User ID | AndyA OR CraigC OR IN00000044 | Analyst User ID, OR Email Message id OR, Guest Portal username, OR Co-worker User ID | Analyst User ID, OR Email Message id OR, Guest Portal username, OR Co-worker User ID OR Request ID |
| h_source_type | request Source | Analyst | Analyst, Email, Guest, Access, Self Service, Request | Value is dependent on source. |
| h_status | Status of request | status.open | status.open, status.cancelled, status.closed, status.new, status.resolved, status.onhold | The database value is always prefixed by "status." as shown. |
| h_sub_status | Request Sub Status | In Progress | ||
| h_summary | Request Summary | My Laptop won't turn on | ||
| h_totalonholdtime | Total time on hold in seconds. This field is updated each time a request is taken off hold. | 3600 | ||
| h_urgency | NOT YET IMPLEMENTED | |||
| h_withinfix | Did the request meet the fix time? (1 = withinfix, 0 = fix breach, NULL = not in use) | 1 | ||
| h_withinresponse | Did the request meet the response time? ( 1 = withinresponse, 0 = response breach, NULL = not in use) | 0 |
Extended Details Tables
h_itsm_requests has the following child tables which may also be of interest:
- h_sm_requests_extended
- h_itsm_changerequests
- h_itsm_incidents
- h_itsm_knownerrors
- h_itsm_problems
- h_itsm_servicerequests