Class DBC.TicketFields

Fields for Ticket, This table contains the tickets (requests) of the system. Its purpose should be evident.

Inheritance
Object
DBC.TicketFields
Inherited Members
Namespace: SuperOffice.CRM.Data
Assembly: SoDataBase.dll
Syntax
public static class TicketFields

Fields

Activate

Ticket.Activate: When the ticket should be activated, if it is postponed.

Declaration
public const string Activate = "activate"
Field Value
Type Description
String

AlertLevel

Ticket.AlertLevel: The alert level for the ticket. Matches the level value of the ticket_alert table.

Declaration
public const string AlertLevel = "alert_level"
Field Value
Type Description
String

AlertStop

Ticket.AlertStop: If the esclatation was stopped, this fields indicates how many seconds left before the next escalation level. -1 if escalation is running.

Declaration
public const string AlertStop = "alert_stop"
Field Value
Type Description
String

AlertTimeout

Ticket.AlertTimeout: The datetime for when the ticket should jump to the next alert_level.

Declaration
public const string AlertTimeout = "alert_timeout"
Field Value
Type Description
String

Author

Ticket.Author: A string representing the author of the ticket (same as author of first message).

Declaration
public const string Author = "author"
Field Value
Type Description
String

Category

Ticket.Category: The id of the category a ticket is in.

Declaration
public const string Category = "category"
Field Value
Type Description
String

ClosedAt

Ticket.ClosedAt: When the ticket was closed.

Declaration
public const string ClosedAt = "closed_at"
Field Value
Type Description
String

ConnectId

Ticket.ConnectId: If a ticket is connected to another ticket, this field is set to the id of the 'master' ticket.

Declaration
public const string ConnectId = "connect_id"
Field Value
Type Description
String

ContactId

Ticket.ContactId: The company of the person in the cust_id field, if that person belongs to a company

Declaration
public const string ContactId = "contact_id"
Field Value
Type Description
String

CreatedAt

Ticket.CreatedAt: When the ticket was created.

Declaration
public const string CreatedAt = "created_at"
Field Value
Type Description
String

CreatedBy

Ticket.CreatedBy: The id of the user who created the ticket. 1 (system user) if the ticket was created externally

Declaration
public const string CreatedBy = "created_by"
Field Value
Type Description
String

CustId

Ticket.CustId: The reference to the customer. NULL or -1 if ticket is not connected to customer.

Declaration
public const string CustId = "cust_id"
Field Value
Type Description
String

DbiAgentId

Ticket.DbiAgentId: Integration agent (eJournal)

Declaration
public const string DbiAgentId = "dbi_agent_id"
Field Value
Type Description
String

DbiKey

Ticket.DbiKey: The primary key for the integrated entry in the external datasource.

Declaration
public const string DbiKey = "dbi_key"
Field Value
Type Description
String

DbiLastModified

Ticket.DbiLastModified: When the entry was last modified.

Declaration
public const string DbiLastModified = "dbi_last_modified"
Field Value
Type Description
String

DbiLastSyncronized

Ticket.DbiLastSyncronized: Last external synchronization.

Declaration
public const string DbiLastSyncronized = "dbi_last_syncronized"
Field Value
Type Description
String

Deadline

Ticket.Deadline: Deadline for ticket.

Declaration
public const string Deadline = "deadline"
Field Value
Type Description
String

DisplayFilter

Ticket.DisplayFilter: The name of the mailbox from which the ticket was created. Only for displaypurposes

Declaration
public const string DisplayFilter = "display_filter"
Field Value
Type Description
String

FilterAddress

Ticket.FilterAddress: Address of receiving filter (mail box)

Declaration
public const string FilterAddress = "filter_address"
Field Value
Type Description
String

FilterId

Ticket.FilterId: The reference to the mailbox from which the ticket was created. NULL or -1 if the ticket was not created by a mailbox.

Declaration
public const string FilterId = "filter_id"
Field Value
Type Description
String

FirstReadByOwner

Ticket.FirstReadByOwner: The datetime for when the ticket first was read by the current owner.

Declaration
public const string FirstReadByOwner = "first_read_by_owner"
Field Value
Type Description
String

FirstReadByUser

Ticket.FirstReadByUser: The datetime for when the ticket first was read by a user.

Declaration
public const string FirstReadByUser = "first_read_by_user"
Field Value
Type Description
String

FormSubmissionId

Ticket.FormSubmissionId: If this ticket was created from a form submission, this field will point to that record

Declaration
public const string FormSubmissionId = "form_submission_id"
Field Value
Type Description
String

FromAddress

Ticket.FromAddress: The from-address used when this ticket got created, e.g. by email

Declaration
public const string FromAddress = "from_address"
Field Value
Type Description
String

HasAttachment

Ticket.HasAttachment: Boolean indicating if this ticket has one or more attachments.

Declaration
public const string HasAttachment = "has_attachment"
Field Value
Type Description
String

Language

Ticket.Language: The language of the first external message

Declaration
public const string Language = "language"
Field Value
Type Description
String

LastChanged

Ticket.LastChanged: The last time the ticket was modified.

Declaration
public const string LastChanged = "last_changed"
Field Value
Type Description
String

NumMessages

Ticket.NumMessages: The total number of messages for this request.

Declaration
public const string NumMessages = "num_messages"
Field Value
Type Description
String

NumReplies

Ticket.NumReplies: The number of replies (messages) to the customer for this request.

Declaration
public const string NumReplies = "num_replies"
Field Value
Type Description
String

OrigCategory

Ticket.OrigCategory: The id of the category the ticket was posted to.

Declaration
public const string OrigCategory = "orig_category"
Field Value
Type Description
String

OrigHumanCategoryId

Ticket.OrigHumanCategoryId: Will contain the category id selected by the user, when having the choice of using the suggested category or manually selecting a category

Declaration
public const string OrigHumanCategoryId = "origHumanCategory_id"
Field Value
Type Description
String

Origin

Ticket.Origin: What is the origin of this ticket

Declaration
public const string Origin = "origin"
Field Value
Type Description
String

OrigPriority

Ticket.OrigPriority: The reference to the initial priority for the ticket.

Declaration
public const string OrigPriority = "orig_priority"
Field Value
Type Description
String

OwnedBy

Ticket.OwnedBy: The id of the user who owns the ticket. 1 (system user) if the ticket is unassigned.

Declaration
public const string OwnedBy = "owned_by"
Field Value
Type Description
String

Priority

Ticket.Priority: The reference to the ticket_priority table.

Declaration
public const string Priority = "priority"
Field Value
Type Description
String

ReadByCustomer

Ticket.ReadByCustomer: The datetime for when the ticket was read by the customer.

Declaration
public const string ReadByCustomer = "read_by_customer"
Field Value
Type Description
String

ReadByOwner

Ticket.ReadByOwner: The datetime for when the ticket last was read by the owner.

Declaration
public const string ReadByOwner = "read_by_owner"
Field Value
Type Description
String

ReadStatus

Ticket.ReadStatus: Whether the owner has read the ticket or not (red, yellow, green).

Declaration
public const string ReadStatus = "read_status"
Field Value
Type Description
String

RealTimeSpentExternally

Ticket.RealTimeSpentExternally: The total time (seconds) within 24x7 the ticket has been in a external waiting status (configurable), not including current state

Declaration
public const string RealTimeSpentExternally = "real_time_spent_externally"
Field Value
Type Description
String

RealTimeSpentInternally

Ticket.RealTimeSpentInternally: The total time (seconds) within 24x7 the ticket has been in an open status (configurable), not including current state

Declaration
public const string RealTimeSpentInternally = "real_time_spent_internally"
Field Value
Type Description
String

RealTimeSpentQueue

Ticket.RealTimeSpentQueue: The total time (seconds) within 24x7 hours the ticket has been in a queue status, not including current state

Declaration
public const string RealTimeSpentQueue = "real_time_spent_queue"
Field Value
Type Description
String

RealTimeToClose

Ticket.RealTimeToClose: Same as time_to_close, but not calculated based on priority.

Declaration
public const string RealTimeToClose = "real_time_to_close"
Field Value
Type Description
String

RealTimeToReply

Ticket.RealTimeToReply: Same as time_to_reply, but not calculated based on priority.

Declaration
public const string RealTimeToReply = "real_time_to_reply"
Field Value
Type Description
String

RepliedAt

Ticket.RepliedAt: The datetime for when the ticket was replied to. I.e. the first external message added to the ticket.

Declaration
public const string RepliedAt = "replied_at"
Field Value
Type Description
String

Sentiment

Ticket.Sentiment: The sentiment index of the last external message

Declaration
public const string Sentiment = "sentiment"
Field Value
Type Description
String

SentimentConfidence

Ticket.SentimentConfidence: The sentiment confidence of the last external message

Declaration
public const string SentimentConfidence = "sentimentConfidence"
Field Value
Type Description
String

Slevel

Ticket.Slevel: The securitylevel of the ticket.

Declaration
public const string Slevel = "slevel"
Field Value
Type Description
String

Status

Ticket.Status: The status of the ticket. I.e. active/closed/postponed/deleted

Declaration
public const string Status = "status"
Field Value
Type Description
String

SuggestedCategoryId

Ticket.SuggestedCategoryId: Suggestion for categorization, based on the text of the message (AI)

Declaration
public const string SuggestedCategoryId = "suggestedCategory_id"
Field Value
Type Description
String

Tags

Ticket.Tags: Array of references to the Tags records

Declaration
public const string Tags = "tags"
Field Value
Type Description
String

TicketId

Ticket.TicketId: The primary key (auto-incremented)

Declaration
public const string TicketId = "id"
Field Value
Type Description
String

TicketStatus

Ticket.TicketStatus: User defined ticket status

Declaration
public const string TicketStatus = "ticket_status"
Field Value
Type Description
String

TicketType

Ticket.TicketType: Ticket type

Declaration
public const string TicketType = "ticket_type"
Field Value
Type Description
String

TimeSpentCalculated

Ticket.TimeSpentCalculated: When the time_spent value was last calculated.

Declaration
public const string TimeSpentCalculated = "time_spent_calculated"
Field Value
Type Description
String

TimeSpentExternally

Ticket.TimeSpentExternally: The total time (seconds) within the priority's office hours the ticket has been in a external waiting status (configurable), not including current state

Declaration
public const string TimeSpentExternally = "time_spent_externally"
Field Value
Type Description
String

TimeSpentInternally

Ticket.TimeSpentInternally: The total time (seconds) within the priority's office hours the ticket has been in an open status (configurable), not including current state

Declaration
public const string TimeSpentInternally = "time_spent_internally"
Field Value
Type Description
String

TimeSpentQueue

Ticket.TimeSpentQueue: The total time (seconds) within the priority's office hours the ticket has been in a queue status, not including current state

Declaration
public const string TimeSpentQueue = "time_spent_queue"
Field Value
Type Description
String

TimeToClose

Ticket.TimeToClose: The time (minutes) between when the ticket was created and when it was closed. Calculated based on priority's timeframe.

Declaration
public const string TimeToClose = "time_to_close"
Field Value
Type Description
String

TimeToReply

Ticket.TimeToReply: The time (minutes) between when the ticket was created and when it was replied to. Calculated based on priority's timeframe.

Declaration
public const string TimeToReply = "time_to_reply"
Field Value
Type Description
String

Title

Ticket.Title: The title of the ticket.

Declaration
public const string Title = "title"
Field Value
Type Description
String