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