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