id |
The primary key (auto-incremented) |
PK |
|
connect_id |
If a ticket is connected to another ticket, this field is set to the id of the 'master' ticket. |
FK ticket |
|
title |
The title of the ticket. |
String(255) |
|
created_at |
When the ticket was created. |
DateTime |
|
last_changed |
The last time the ticket was modified. |
DateTime |
● |
activate |
When the ticket should be activated, if it is postponed. |
DateTime |
● |
closed_at |
When the ticket was closed. |
DateTime |
● |
created_by |
The id of the user who created the ticket. 1 (system user) if the ticket was created externally |
FK ejuser |
|
author |
A string representing the author of the ticket (same as author of first message). |
String(255) |
● |
owned_by |
The id of the user who owns the ticket. 1 (system user) if the ticket is unassigned. |
FK ejuser |
|
category |
The id of the category a ticket is in. |
FK ej_category |
|
orig_category |
The id of the category the ticket was posted to. |
FK ej_category |
● |
slevel |
The securitylevel of the ticket. |
Enum TicketSecurityLevel |
● |
status |
The status of the ticket. I.e. active/closed/postponed/deleted |
Enum TicketBaseStatus |
|
ticket_status |
User defined ticket status |
FK ticket_status |
|
cust_id |
The reference to the customer. NULL or -1 if ticket is not connected to customer. |
FK person |
|
priority |
The reference to the ticket_priority table. |
FK ticket_priority |
|
orig_priority |
The reference to the initial priority for the ticket. |
FK ticket_priority |
● |
alert_level |
The alert level for the ticket. Matches the level value of the ticket_alert table. |
Short |
● |
alert_timeout |
The datetime for when the ticket should jump to the next alert_level. |
DateTime |
● |
alert_stop |
If the esclatation was stopped, this fields indicates how many seconds left before the next escalation level. -1 if escalation is running. |
Int |
|
read_by_owner |
The datetime for when the ticket last was read by the owner. |
DateTime |
● |
first_read_by_owner |
The datetime for when the ticket first was read by the current owner. |
DateTime |
● |
first_read_by_user |
The datetime for when the ticket first was read by a user. |
DateTime |
● |
read_by_customer |
The datetime for when the ticket was read by the customer. |
DateTime |
● |
filter_id |
The reference to the mailbox from which the ticket was created. NULL or -1 if the ticket was not created by a mailbox. |
FK mail_in_filter |
|
display_filter |
The name of the mailbox from which the ticket was created. Only for displaypurposes |
String(255) |
● |
replied_at |
The datetime for when the ticket was replied to. I.e. the first external message added to the ticket. |
DateTime |
● |
time_to_reply |
The time (minutes) between when the ticket was created and when it was replied to. Calculated based on priority's timeframe. |
Int |
● |
time_to_close |
The time (minutes) between when the ticket was created and when it was closed. Calculated based on priority's timeframe. |
Int |
● |
real_time_to_reply |
Same as time_to_reply, but not calculated based on priority. |
Int |
● |
real_time_to_close |
Same as time_to_close, but not calculated based on priority. |
Int |
● |
read_status |
Whether the owner has read the ticket or not (red, yellow, green). |
Enum TicketReadStatus |
|
has_attachment |
Boolean indicating if this ticket has one or more attachments. |
Bool |
● |
deadline |
Deadline for ticket. |
DateTime |
● |
filter_address |
Address of receiving filter (mail box) |
String(255) |
● |
dbi_agent_id |
Integration agent (eJournal) |
FK dbi_agent |
|
dbi_key |
The primary key for the integrated entry in the external datasource. |
String(255) |
|
dbi_last_syncronized |
Last external synchronization. |
DateTime |
|
dbi_last_modified |
When the entry was last modified. |
DateTime |
|
origin |
What is the origin of this ticket |
Enum TicketOrigin |
● |
time_spent_internally |
The total time (seconds) within the priority's office hours the ticket has been in an open status (configurable), not including current state |
Int |
● |
time_spent_externally |
The total time (seconds) within the priority's office hours the ticket has been in a external waiting status (configurable), not including current state |
Int |
● |
time_spent_queue |
The total time (seconds) within the priority's office hours the ticket has been in a queue status, not including current state |
Int |
● |
real_time_spent_internally |
The total time (seconds) within 24x7 the ticket has been in an open status (configurable), not including current state |
Int |
● |
real_time_spent_externally |
The total time (seconds) within 24x7 the ticket has been in a external waiting status (configurable), not including current state |
Int |
● |
real_time_spent_queue |
The total time (seconds) within 24x7 hours the ticket has been in a queue status, not including current state |
Int |
● |
time_spent_calculated |
When the time_spent value was last calculated. |
DateTime |
● |
num_replies |
The number of replies (messages) to the customer for this request. |
Int |
● |
num_messages |
The total number of messages for this request. |
Int |
● |
ticket_type |
Ticket type |
FK ticket_type |
● |
from_address |
The from-address used when this ticket got created, e.g. by email |
String(4000) |
● |
tags |
Array of references to the Tags records |
FKArray |
● |
contact_id |
The company of the person in the cust_id field, if that person belongs to a company |
FK contact |
● |
language |
The language of the first external message |
String(10) |
● |
sentiment |
The sentiment index of the last external message |
Int |
● |
sentimentConfidence |
The sentiment confidence of the last external message |
Int |
● |
form_submission_id |
If this ticket was created from a form submission, this field will point to that record |
FK form_submission |
● |
suggestedCategory_id |
Suggestion for categorization, based on the text of the message (AI) |
FK ej_category |
|
origHumanCategory_id |
Will contain the category id selected by the user, when having the choice of using the suggested category or manually selecting a category |
FK ej_category |
|