| id | The primary key (auto-incremented) | PK | No |
| connect_id | If a ticket is connected to another ticket, this field is set to the id of the 'master' ticket. | FK ticket | No |
| title | The title of the ticket. | String(255) | No |
| created_at | When the ticket was created. | DateTime | No |
| last_changed | The last time the ticket was modified. | DateTime | Yes |
| activate | When the ticket should be activated, if it is postponed. | DateTime | Yes |
| closed_at | When the ticket was closed. | DateTime | Yes |
| created_by | The id of the user who created the ticket. 1 (system user) if the ticket was created externally | FK ejuser | No |
| author | A string representing the author of the ticket (same as author of first message). | String(255) | Yes |
| owned_by | The id of the user who owns the ticket. 1 (system user) if the ticket is unassigned. | FK ejuser | No |
| category | The id of the category a ticket is in. | FK ej_category | No |
| orig_category | The id of the category the ticket was posted to. | FK ej_category | Yes |
| slevel | The securitylevel of the ticket. | Enum TicketSecurityLevel | Yes |
| status | The status of the ticket. I.e. active/closed/postponed/deleted | Enum TicketBaseStatus | No |
| ticket_status | User defined ticket status | FK ticket_status | No |
| cust_id | The reference to the customer. NULL or -1 if ticket is not connected to customer. | FK person | No |
| priority | The reference to the ticket_priority table. | FK ticket_priority | No |
| orig_priority | The reference to the initial priority for the ticket. | FK ticket_priority | Yes |
| alert_level | The alert level for the ticket. Matches the level value of the ticket_alert table. | Short | Yes |
| alert_timeout | The datetime for when the ticket should jump to the next alert_level. | DateTime | Yes |
| 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 | No |
| read_by_owner | The datetime for when the ticket last was read by the owner. | DateTime | Yes |
| first_read_by_owner | The datetime for when the ticket first was read by the current owner. | DateTime | Yes |
| first_read_by_user | The datetime for when the ticket first was read by a user. | DateTime | Yes |
| read_by_customer | The datetime for when the ticket was read by the customer. | DateTime | Yes |
| 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 | No |
| display_filter | The name of the mailbox from which the ticket was created. Only for displaypurposes | String(255) | Yes |
| replied_at | The datetime for when the ticket was replied to. I.e. the first external message added to the ticket. | DateTime | Yes |
| 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 | Yes |
| time_to_close | The time (minutes) between when the ticket was created and when it was closed. Calculated based on priority's timeframe. | Int | Yes |
| real_time_to_reply | Same as time_to_reply, but not calculated based on priority. | Int | Yes |
| real_time_to_close | Same as time_to_close, but not calculated based on priority. | Int | Yes |
| read_status | Whether the owner has read the ticket or not (red, yellow, green). | Enum TicketReadStatus | No |
| has_attachment | Boolean indicating if this ticket has one or more attachments. | Bool | Yes |
| deadline | Deadline for ticket. | DateTime | Yes |
| filter_address | Address of receiving filter (mail box) | String(255) | Yes |
| dbi_agent_id | Integration agent (eJournal) | FK dbi_agent | No |
| dbi_key | The primary key for the integrated entry in the external datasource. | String(255) | No |
| dbi_last_syncronized | Last external synchronization. | DateTime | No |
| dbi_last_modified | When the entry was last modified. | DateTime | No |
| origin | What is the origin of this ticket | Enum TicketOrigin | Yes |
| 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 | Yes |
| 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 | Yes |
| 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 | Yes |
| real_time_spent_internally | The total time (seconds) within 24x7 the ticket has been in an open status (configurable), not including current state | Int | Yes |
| 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 | Yes |
| real_time_spent_queue | The total time (seconds) within 24x7 hours the ticket has been in a queue status, not including current state | Int | Yes |
| time_spent_calculated | When the time_spent value was last calculated. | DateTime | Yes |
| num_replies | The number of replies (messages) to the customer for this request. | Int | Yes |
| num_messages | The total number of messages for this request. | Int | Yes |
| from_address | The from-address used when this ticket got created, e.g. by email | String(4000) | Yes |
| tags | Array of references to the Tags records | FKArray | Yes |
| contact_id | The company of the person in the cust_id field, if that person belongs to a company | FK contact | Yes |
| language | The language of the first external message | String(10) | Yes |
| sentiment | The sentiment index of the last external message | Int | Yes |
| sentimentConfidence | The sentiment confidence of the last external message | Int | Yes |
| form_submission_id | If this ticket was created from a form submission, this field will point to that record | FK form_submission | Yes |
| created_by_workflow_id | The workflow this request/ticket was created by | FK workflow | Yes |
| suggestedCategory_id | Suggestion for categorization, based on the text of the message (AI) | FK ej_category | No |
| 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 | No |
| sale_id | Reference to sale table | FK sale | Yes |
| project_id | Reference to project table | FK project | Yes |
| time_spent | The total time (minutes). Aggregated time spent from ticket's messages. Read-only for external use. | Int | No |
| ticket_type | Tickettype of the ticket | FK ticket_type | No |
