ticket_alert Table (274)

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This table will contain ticket escalation levels. A ticket will be escalated along a 'chain' of these levels.

Fields

Name Description Type Null
id The primary key (auto-incremented) PK
priority The id of the ticket_priority entry this entry is connected to. FK ticket_priority
alert_level The alert level (strictly ascending number). Short ●
alert_timeout The time (in minutes) before ticket is escalated to next level. Int ●
action Bitmap indicating what should be done when escalating to this level. Int ●
delegate_to If ticket should be redelegated on escalation, this field contains the id of the target user. FK ejuser ●
script_id Script that can be executed then the ticket alert action occur. FK ejscript ●
email_to If an email should be sent when escalating, this field will contain the recipient email address. String(255) ●
sms_to If an sms should be sent when escalating, this field will contain the recipient email address. String(255) ●
reply_template_id_customer Reference to the reply template used in this alert, for mail to customer FK reply_template ●
reply_template_id_user Reference to the reply template used in this alert, for mail to owner of ticket FK reply_template ●
reply_template_id_catmast Reference to the reply template used in this alert, for mail to category master FK reply_template ●
reply_template_id_email Reference to the reply template used in this alert, for mail to custom address FK reply_template ●
rti_customer_sms Reference to the reply template used in this alert, for sms to customer FK reply_template ●
reply_template_id_user_sms Reference to the reply template used in this alert, for sms to owner of ticket FK reply_template ●
reply_template_id_catmast_sms Reference to the reply template used in this alert, for sms to category master FK reply_template ●
reply_template_id_sms Reference to the reply template used in this alert, for sms to custom address FK reply_template ●

ticket_alert table relationship diagram

Indexes

Fields Types Description
id PK Clustered, Unique
priority FK Index
delegate_to FK Index
script_id FK Index
reply_template_id_customer FK Index
reply_template_id_user FK Index
reply_template_id_catmast FK Index
reply_template_id_email FK Index
rti_customer_sms FK Index
reply_template_id_user_sms FK Index
reply_template_id_catmast_sms FK Index
reply_template_id_sms FK Index

Relationships

Table Description
ejscript ejscript
ejuser This table contains entries for the users of the system.
notify This table contains the pop-up messages displayed for users for various events, such as 'new ticket', etc.
reply_template Templates for automatic and manual replies to emails/sms organized hierachically
ticket_priority This table contains the ticket priorities.

Replication Flags

  • None

Security Flags

  • No access control via user's Role.