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
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