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Requests

  • Article
  • 15 minutes to read

Details

Table ID: h_itsm_requests

Contains a list of common Request information for all Request types

Table Attributes

Name Value
Primary Key h_pk_reference

Columns

Name & ID Description Column Attributes Relationships
Archived
h_archived
 Boolean: describe if the request is archived
Type INTEGER
Nullable true
Indexed true
BPM authorised
h_bpm_authorised
 Whether this request has been authorised
Type INTEGER
Nullable true
BPM ID
h_bpm_id
 The ID of the associated BPM process instance
Type VARCHAR
Size 25
Nullable true
BPM Stage Expired
h_bpm_stage_expired
 Whether the current BPM stage has expired
Type INTEGER
Nullable true
Call Back Date
h_callbackdate
 This stores the date of the next request callback in a date time format
Type DATETIME
Nullable true
Cancellation Reason
h_cancel_reason
 The field used to store the reason the request was cancelled
Type VARCHAR
Size 255
Nullable true
Catalog
h_catalog
 The catalog name this request is raised from
Type VARCHAR
Size 255
Nullable true
Indexed true
Catalog ID
h_catalog_id
 The id of the catalog this request is raised from
Type INTEGER
Nullable true
Indexed true
Category ID
h_category_id
 The field to store the category (profile) id
Type VARCHAR
Size 191
Nullable true
Indexed true
Category Name
h_category
 The field to store the category (profile) name
Type VARCHAR
Size 254
Nullable true
Closed By Team
h_closedby_teamname
 The name of the team who closed the request
Type VARCHAR
Size 255
Nullable true
Closed By Team ID
h_closedby_team_id
 The id of the team who closed the request
Type VARCHAR
Size 255
Nullable true
Closed By User ID
h_closedby_user_id
 The ID of the colleague who closed the request
Type VARCHAR
Size 100
Nullable true
Indexed true
Closed By Username
h_closedby_username
 The name of the colleague who closed the request
Type VARCHAR
Size 100
Nullable true
Indexed true
Closure Category ID
h_closure_category_id
 The field to store the closure category (profile) id
Type VARCHAR
Size 512
Nullable true
Closure Category Name
h_closure_category
 The field to store the closure category (profile) name
Type VARCHAR
Size 512
Nullable true
Company
h_company_name
 The company this request is affecting
Type VARCHAR
Size 255
Nullable true
Company ID
h_company_id
 The id of the company this request is affecting
Type VARCHAR
Size 255
Nullable true
Created By
h_createdby
 The user who created the record.
Type VARCHAR
Size 64
Nullable true
Custom 21
h_custom_21
 Custom Field 21
Type DATETIME
Nullable true
Custom 22
h_custom_22
 Custom Field 22
Type DATETIME
Nullable true
Custom 23
h_custom_23
 Custom Field 23
Type DATETIME
Nullable true
Custom 24
h_custom_24
 Custom Field 24
Type DATETIME
Nullable true
Custom 25
h_custom_25
 Custom Field 25
Type DATETIME
Nullable true
Custom 26
h_custom_26
 Custom Field 26
Type INTEGER
Nullable true
Custom 27
h_custom_27
 Custom Field 27
Type INTEGER
Nullable true
Custom 28
h_custom_28
 Custom Field 28
Type INTEGER
Nullable true
Custom 29
h_custom_29
 Custom Field 29
Type INTEGER
Nullable true
Custom 30
h_custom_30
 Custom Field 30
Type INTEGER
Nullable true
Custom A
h_custom_a
 Custom Field A
Type VARCHAR
Size 255
Nullable true
Custom B
h_custom_b
 Custom Field B
Type VARCHAR
Size 255
Nullable true
Custom C
h_custom_c
 Custom Field C
Type VARCHAR
Size 255
Nullable true
Custom D
h_custom_d
 Custom Field D
Type VARCHAR
Size 255
Nullable true
Custom E
h_custom_e
 Custom Field E
Type VARCHAR
Size 255
Nullable true
Custom F
h_custom_f
 Custom Field F
Type VARCHAR
Size 255
Nullable true
Custom G
h_custom_g
 Custom Field G
Type VARCHAR
Size 255
Nullable true
Custom H
h_custom_h
 Custom Field H
Type VARCHAR
Size 255
Nullable true
Custom I
h_custom_i
 Custom Field I
Type VARCHAR
Size 255
Nullable true
Custom J
h_custom_j
 Custom Field J
Type VARCHAR
Size 255
Nullable true
Custom K
h_custom_k
 Custom Field K
Type VARCHAR
Size 255
Nullable true
Custom L
h_custom_l
 Custom Field L
Type VARCHAR
Size 255
Nullable true
Custom M
h_custom_m
 Custom Field M
Type VARCHAR
Size 255
Nullable true
Custom N
h_custom_n
 Custom Field N
Type VARCHAR
Size 255
Nullable true
Custom O
h_custom_o
 Custom Field O
Type VARCHAR
Size 255
Nullable true
Custom P
h_custom_p
 Custom Field P
Type LONGTEXT
Nullable true
Custom Q
h_custom_q
 Custom Field Q
Type LONGTEXT
Nullable true
Custom R
h_custom_r
 Custom Field R
Type LONGTEXT
Nullable true
Custom S
h_custom_s
 Custom Field S
Type LONGTEXT
Nullable true
Custom T
h_custom_t
 Custom Field T
Type LONGTEXT
Nullable true
Customer ID
h_fk_user_id
 Stores the ID of the customer (can be co-worker or contact) for whom the the request is being raised
Type VARCHAR
Size 100
Nullable true
Indexed true
One to One
System Table
h_sys_accounts.h_user_id
Customer Name
h_fk_user_name
 Stores the Name of the customer (can be co-worker or contact) for whom the the request is being raised
Type VARCHAR
Size 255
Nullable true
Customer type
h_customer_type
 Used to distinguish between a customer that is a colleague (type=0) or a contact (type=1)
Type INTEGER
Nullable true
Date Closed
h_dateclosed
 This stores the date of when the request was closed in a data time format
Type DATETIME
Nullable true
Indexed true
Date Logged
h_datelogged
 This stores the date of when the request was logged in a date time format
Type DATETIME
Nullable true
Indexed true
Date Modified
h_datelastmodified
 This stores the last modified date in a date time format
Type DATETIME
Nullable true
Indexed true
Date Placed On Hold
h_dateplacedonhold
 This stores the date of when the request was placed on hold in a data time format
Type DATETIME
Nullable true
Date Resolved
h_dateresolved
 This stores the date of when the request was resolved in a data time format
Type DATETIME
Nullable true
Indexed true
Date submitted
h_date_submitted
 The submitting date of the feedback.
Type DATETIME
Nullable true
Description
h_description
 This is used to store the long description of the request as reported by the user
Type LONGTEXT
Nullable true
Due Date
h_datedue
 This stores the date that a Request is due.
Type DATETIME
Nullable true
Indexed true
External Reference Number
h_external_ref_number
 This field is used to store an External Reference Number
Type VARCHAR
Size 64
Nullable true
Indexed true
Feedback Status
h_feedback_status
 Feedback Status
Type VARCHAR
Size 64
Nullable true
Feedback Status ID
h_feedback_status_id
 Feedback Status ID
Type VARCHAR
Size 64
Nullable true
Indexed true
First Time Fix
h_firsttimefix
 This determines whether a Request met the First Time Fix condition.
Type INTEGER
Nullable true
HAi Sentiment Generated By User ID
h_hai_sentiment_user_id
 The ID of the colleague who generated the Sentiment on a request
Type VARCHAR
Size 100
Nullable true
HAi Sentiment Score
h_hai_sentiment
 Sentiment analysis score 1-5 from unhappy to happy for a given request
Type INTEGER
Nullable true
HAI Summary
h_hai_summary
 The HAi generated summary for this request
Type LONGTEXT
Nullable true
HAi Summary Date
h_hai_summary_updatedon
 This stores the last modified date for the HAi generated request Summary
Type DATETIME
Nullable true
HAi Summmary Generated By User ID
h_hai_summary_user_id
 The ID of the colleague who generated the summary on a request
Type VARCHAR
Size 100
Nullable true
HAi Summmary Language
h_hai_summary_language
 The field used to store the language the hai summary was generated in
Type VARCHAR
Size 16
Nullable true
Historic Request
h_historic
 Is historic request
Type INTEGER
Nullable true
Impact
h_impact
 The impact of the request
Type VARCHAR
Size 20
Nullable true
Impact Id
h_impact_id
 The h_impact_id value of the impact from h_sm_impact set for the request
Type INTEGER
Nullable true
Is Analyst Unread
h_isanalystunread
 If the Customer updated (comment) the request, this will set to 1. Once the Analyst reads it sets to 0. 0=false, 1=true
Type INTEGER
Nullable true
Is Customer Unread
h_iscustomerunread
 If the Analyst updated (comment) the request, this will set to 1. Once the Customer reads it sets to 0. 0=false, 1=true
Type INTEGER
Nullable true
Last Date Email Sent
h_email_datelastsent
 This is used by the system when handling a business process that has been suspended pending an email update
Type DATETIME
Nullable true
Last Update Activity ID
h_last_update_activity_id
 The Activity Id of the most recent post on the request timeline
Type VARCHAR
Size 200
Nullable true
Last Updated By
h_lastmodifiedusername
 This stores the name of the user who last updated the request
Type VARCHAR
Size 255
Nullable true
Last Updated By ID
h_lastmodifieduserid
 This stores the id of the user who last updated the request
Type VARCHAR
Size 100
Nullable true
Last Updated By Type
h_lastmodifiedtype
 This stores the type of user who last updated the request (customer/analyst/system)
Type INTEGER
Nullable true
Last Updated By User Type
h_lastmodifiedusertype
 This stores the type of user who last updated the request (contact/user/system)
Type INTEGER
Nullable true
Locked
h_locked_details
 Boolean: describe if the request is locked
Type INTEGER
Nullable true
On Hold Until
h_onholduntil
 The date and time the request will come off hold.
Type DATETIME
Nullable true
Organisation Id
h_org_id
 Id of the Organisation that a Request is raised against
Type INTEGER
Nullable true
Indexed true
Priority ID
h_fk_priorityid
 Stores the priority of the request
Type VARCHAR
Size 100
Nullable true
Indexed true
Many to One
Priority
h_itsm_priority.h_pk_priorityid
Priority Name
h_fk_priorityname
 Stores the name of the priority of the request
Type VARCHAR
Size 255
Nullable true
Profile Code
h_profilecoding
 This is the foreign key to the categorization table.
Type VARCHAR
Size 100
Nullable true
Rating
h_rating
 The field used to store the rating for the request
Type INTEGER
Nullable true
Related Activity ID
h_related_activity
 If the request is raised from a Workspace this should hold the related Activity Id
Type VARCHAR
Size 200
Nullable true
Reopen Date
h_reopendate
 Date the last time the request has been reopened
Type DATETIME
Nullable true
Reopened By Team
h_reopenedby_teamname
 The name of the team who reopened the request
Type VARCHAR
Size 255
Nullable true
Reopened By Team ID
h_reopenedby_team_id
 The id of the team who reopened the request
Type VARCHAR
Size 255
Nullable true
Reopened By User ID
h_reopenedby_user_id
 The ID of the colleague who reopened the request
Type VARCHAR
Size 100
Nullable true
Indexed true
Reopened By Username
h_reopenedby_username
 The name of the colleague who reopened the request
Type VARCHAR
Size 100
Nullable true
Indexed true
Reopened Count
h_reopencount
 Count of the number of times the request has been reopened
Type INTEGER
Nullable true
Request ID
h_pk_reference
 This is the unique reference number for each request
Type VARCHAR
Size 100
Nullable false
Primary Key true
One to One
RequestsExtended
h_sm_requests_extended.h_request_id
One to Many
RequestAssignments
h_employee_employee_request_assignments.h_request_id
RequestAttachments
h_itsm_requests_attachments.h_request_id
RequestConnections
h_itsm_request_connections.h_request_id
RequestMembers
h_itsm_requests_members.h_request_id
PublishedRequests
h_itsm_published_requests.h_request_id
RequestSLMTargets
h_itsm_request_slm_targets.h_request_id
Questions
h_itsm_questions.h_entity_ref
RequestFeedback
h_itsm_request_feedback.h_request_id
RequestTimers
h_itsm_request_timers.h_request_id
TeamAssignment
h_itsm_request_team_assignment.h_request_id
RequestApprovers
h_sm_request_approvers.h_request_id
RequestAssessments
h_sm_request_assessments.h_request_id
RequestNotices
h_sm_request_notices.h_request_id
Request Language
h_request_language
 The field used to store the language the request was raised in
Type VARCHAR
Size 16
Nullable true
Request Owner ID
h_ownerid
 The ID of the colleague who owns the request
Type VARCHAR
Size 100
Nullable true
Indexed true
Request Owner Name
h_ownername
 The Name of the colleague who owns the request
Type VARCHAR
Size 255
Nullable true
Request Owner Type
h_ownertype
 The type of the person - colleague or contact
Type INTEGER
Nullable true
Request Prefix
h_request_prefix
 The request prefix
Type VARCHAR
Size 50
Nullable true
Request Resolution Timer ID
h_fixtimeid
 The resolution timer id
Type INTEGER
Nullable true
Indexed true
Request Resolve By
h_fixby
 The date and time the request should be resolved by
Type DATETIME
Nullable true
Request Resolve Seconds
h_fixsecs
 The number of seconds the request should be resolved by
Type INTEGER
Nullable true
Request Resolve Time
h_fixtime
 The time it took to resolve the request
Type INTEGER
Nullable true
Request Respond By
h_respondby
 The date and time the request should be responded by
Type DATETIME
Nullable true
Request Response Seconds
h_responsesecs
 The number of seconds the request should be responded by
Type INTEGER
Nullable true
Request Response Time
h_responsetime
 The time it took to respond to the request
Type INTEGER
Nullable true
Request Response Timer ID
h_responsetimeid
 The response timer id
Type INTEGER
Nullable true
Indexed true
Request Total Onhold Time
h_totalonholdtime
 The time the request was on hold for in total
Type INTEGER
Nullable true
Request Type
h_requesttype
 The type of request. Incident, Service Request, Change Request, Problem, Known Error
Type VARCHAR
Size 100
Nullable true
Indexed true
Resolution
h_resolution
 The resolution details for this request
Type LONGTEXT
Nullable true
Resolution language
h_resolution_language
 The resolution language for this request
Type VARCHAR
Size 16
Nullable true
Resolved By Team
h_resolvedby_teamname
 The name of the team who resolved the request
Type VARCHAR
Size 255
Nullable true
Resolved By Team ID
h_resolvedby_team_id
 The id of the team who resolved the request
Type VARCHAR
Size 255
Nullable true
Resolved By User ID
h_resolvedby_user_id
 The ID of the colleague who resolved the request
Type VARCHAR
Size 100
Nullable true
Indexed true
Resolved By Username
h_resolvedby_username
 The name of the colleague who resolved the request
Type VARCHAR
Size 100
Nullable true
Indexed true
Risk
h_risk
 The risk of the reuqest
Type VARCHAR
Size 20
Nullable true
Risk Id
h_risk_id
 The h_risk_id value of the risk from h_sm_risk set for the request
Type INTEGER
Nullable true
Service ID
h_fk_serviceid
 The ID of the Service that this request will relate to
Type VARCHAR
Size 10
Nullable true
Indexed true
Many to One
Services
h_itsm_services.h_pk_serviceid
Service Level Agreement ID
h_fk_servicelevelagreementid
 The ID of the Service Level Agreement that has been applied to this request
Type INTEGER
Nullable true
Indexed true
Service Level Agreement Name
h_fk_servicelevelagreementname
 The Name of the Service Level Agreement that has been applied to this request
Type VARCHAR
Size 255
Nullable true
Service Level Changed
h_servicelevelchanged
 If the Service Level was changed for this request.
Type INTEGER
Nullable true
Service Level Date Changed
h_servicelevellastmodified
 This stores the last modified date for the service level in a date time format
Type DATETIME
Nullable true
Service Level ID
h_fk_servicelevelid
 The ID of the Service Level that has been applied to this request
Type INTEGER
Nullable true
Indexed true
Service Level Name
h_fk_servicelevelname
 The Name of the Service Level that has been applied to this request
Type VARCHAR
Size 255
Nullable true
Service Name
h_fk_servicename
 The Name of the Service that this request will relate to
Type VARCHAR
Size 255
Nullable true
Indexed true
Site
h_site
 The site this request is affecting
Type VARCHAR
Size 128
Nullable true
Site ID
h_site_id
 The id of the site this request is affecting
Type INTEGER
Nullable true
Indexed true
Source ID
h_source_id
 The field used to store the source id for the request (activity post id or email id)
Type VARCHAR
Size 256
Nullable true
Source Message ID
h_src_msg_id
 Message ID from the header of the source email
Type VARCHAR
Size 255
Nullable true
Source Type
h_source_type
 The field used to store the source type for the request (post or email)
Type VARCHAR
Size 32
Nullable true
Status
h_status
 The Status field is used to store the current status of the request
Type VARCHAR
Size 25
Nullable true
Indexed true
Sub-status Id
h_sub_status_id
 The ID of the current sub-status of the request
Type INTEGER
Nullable true
Indexed true
One to Many
Statuses
h_itsm_statuses.h_status_id
Sub-status Text
h_sub_status
 The text of the current sub-status of the request
Type VARCHAR
Size 64
Nullable true
Indexed true
Summary
h_summary
 The summary of the request
Type VARCHAR
Size 275
Nullable true
Indexed true
Team ID
h_fk_team_id
 The ID of the team to which the which the request is assigned
Type VARCHAR
Size 190
Nullable true
Indexed true
One to One
System Table
h_sys_groups.h_id
Team Name
h_fk_team_name
 The Name of the team to which the which the request is assigned
Type VARCHAR
Size 255
Nullable true
Indexed true
Urgency
h_urgency
 The urgency of the reuqest
Type VARCHAR
Size 20
Nullable true
Urgency Id
h_urgency_id
 The h_urgency_id value of the urgency from h_sm_urgency set for the request
Type INTEGER
Nullable true
Within Resolve Time
h_withinfix
 If the call was resolved to within the target resolution time.
Type INTEGER
Nullable true
Within Response Time
h_withinresponse
 If the call was responded to within the target response time.
Type INTEGER
Nullable true
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