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Tickets

в DPQL Field Reference
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Публикувани: 16.03.2017 г.|Последно обновено: 22.06.2023 г.

Ticket (table: tickets)

Field Name

Data Type

agent_id

number

agent_team_id

number

auth

string (random auth code)

category_id

number

tickets.count_agent_replies

number

tickets.count_user_replies

number

creation_system

string - possible values:gateway.person (user email),gateway.agent (agent email),web.person.portal (user via portal),web.person.widget (user via embed),web.agent.portal (agent interface),web.api,web.agent (split ticket etc.)

creation_system_option

string

date_agent_waiting

datetime

date_archived

datetime

date_created

datetime

date_feedback_rating

datetime

date_first_agent_assign

datetime

date_first_agent_reply

datetime

date_last_agent_reply

datetime

date_last_user_reply

datetime

date_locked

datetime

date_resolved(most recent resolution)

datetime

date_status

datetime

date_user_waiting

datetime

department_id

number

email_gateway_address_id

number

email_gateway_id

number

feedback_rating

number

has_attachments

boolean

hidden_status

string (deleted, validating, spam)

id

number

is_hold

boolean (on hold = 1)* DEPRECIATED

language_id

number

linked_chat_id

number

locked_by_agent

number

notify_email

string

notify_email_agent

string

notify_email_name

string

notify_email_name_agent

string

organization_id

number

person_email_id

number

person_email_validating_id

number

person_id

number

priority_id

number

product_id

number

ref

string

sent_to_address

string

status

string:archived, awaiting_user, awaiting_agent, hidden, resolved

subject

string

ticket_hash

string

total_to_first_reply

number (of seconds)

total_to_first_reply_wh

number (of seconds)

total_user_waiting

number (of seconds)

urgency

number

validating

string

waiting_times

string

workflow_id

number

worst_sla_status

string

access_codes

Ticket Access Code

agent

Person

agent_team

Agent Team

attachments

Ticket Attachment

category

Ticket Category

charges

Ticket Charge

custom_data

Custom Data Ticket

custom_data[#]

Custom Data Ticket(data for ticket field with ID #)

department

Department

email_gateway

Email Gateway

email_gateway_address

Email Gateway Address

labels

Label Ticket

language

Language

linked_chat

Chat Conversation

locked_by_agent

Person

messages

Ticket Message

organization

Organization

participants

Ticket Participant

person

Person

person_email

Person Email

person_email_validating

Person Email Validating

priority

Ticket Priority

product

Product

ticket_slas

Ticket SLA

ticket_slas[#]

Ticket SLA(ticket SLA data for SLA with ID #)

workflow

Ticket Workflow

is_hold records whether the ticket has been placed on hold. Note that a ticket that is on hold will still have status of awaiting_agent.

Snippet & Macro Use Logs (table: ticket_object_use_logs)

Field Name

Data Type

ticket_object_use_logs.macro.id

number

ticket_object_use_logs.macro.title

string

ticket_object_use_logs.macro.category.id

number

ticket_object_use_logs.snippet.id

number

ticket_object_use_logs.snippet.category.id

number

ticket_object_use_logs.date_created

datetime

ticket_object_use_logs.person

Person

ticket_object_use_logs.ticket

Ticket

ticket_object_use_logs.object_type

string:snippetmacro

You need to use the OBJ_LANG function to look up a snippet category name or snippet title.

DPQL_OBJ_LANG(ticket_object_use_logs.snippet.id, 'text_snippets') AS 'Snippet Title'
copy
DPQL_OBJ_LANG(ticket_object_use_logs.snippet.category.id, 'text_snippet_categories') AS 'Snippet Category'
copy

Ticket Message (table: tickets_messages)

Field Name

Data Type

creation_system

string

date_created

datetime

email

string

email_source_id

number

id

number

ip_address

string

hostname

string - requiresResolve User Hostname app

is_agent_note

boolean

message

string

message_full

string

message_hash

string

message_raw

string

person_id

number

show_full_hint

boolean

ticket_id

number

visitor_id

number

attachments

Ticket Attachment

email_source

Email Source

person

Person

ticket

Ticket

visitor

Visitor

Ticket SLA (table: ticket_slas)

Field Name

Data Type

fail_date

datetime

id

number

is_completed

boolean

sla_id

number

sla_status*

string

ticket_id

number

warn_date

datetime

sla

SLA

ticket

Ticket

Possible values of sla_status are:

ok - SLA has been warning fail none

If multiple SLAs are applied to a single ticket, the worst status of any SLA is what will be returned if you query tickets.ticket_slas.sla_status i.e. if a ticket has 3 SLAs applied, two of them in OK status but one of them has failed, the returned value will be fail.

Resolving a ticket does not change SLA status i.e. if the SLA status becomes warning or fail, it will still be warning or fail even if the ticket is resolved.

Ticket Trigger (table: ticket_triggers)

Field Name

Data Type

actions

string

date_created

datetime

event_trigger

string

event_trigger_options

string

id

number

is_enabled

boolean

run_order

number

sys_name

string

terms

string

terms_any

string

title

string

Ticket Priority (table: ticket_priorities)

Field Name

Data Type

id

number

priority

number

title

string

Ticket Participant

This includes users CC’d on a ticket and agents who are followers.

Field Name

Data Type

access_code_id

number

default_on

boolean

id

number

person_email_id

number

person_id

number

ticket_id

number

access_code

Ticket Access Code

person

Person

person_email

Person Email

ticket

Ticket

Ticket Workflow (table: ticket_workflows)

Field Name

Data Type

display_order

number

id

number

title

string

Ticket Access Code (table: ticket_access_codes)

Field Name

Data Type

auth

string

id

number

person_id

number

ticket_id

number

person

Person

ticket

Ticket

Ticket Attachment (table: ticket_attachments)

Field Name

Data Type

blob_id

number

id

number

is_agent_note

boolean

is_inline

boolean

message_id

number

person_id

number

ticket_id

number

blob

Blob

message

Ticket Message

person

Person

ticket

Ticket

Ticket Category (table: ticket_categories)

Field Name

Data Type

display_order

number

id

number

parent_id

number

title

string

children

Ticket Category

parent

Ticket Category

Ticket Charge (table: ticket_charges)

Field Name

Data Type

agent_id

number

amount

number (of helpdesk currency unit e.g. USD)

charge_time

number (of seconds)

custom_data[x]

comment or custom field *

date_created

datetime

id

number

organization_id

number

person_id

number

ticket_id

number

agent

Person

organization

Organization

person

Person

ticket

Ticket

  • Replace x with the ID of the custom field. You can find this out from Admin > Tickets > Time Log & Billing > Fields by clicking the small gear icon at the top right of the list.

Ticket Satisfaction (table: ticket_feedback)

Field Name

Data Type

date_created

datetime

id

number

message

string

message_id

number

person_id

number

rating

number (positive = 1, neutral = 0, negative = -1)

ticket_id

number

person

Person

ticket

Ticket

ticket_message

Ticket Message

Note that despite the name, this table relates to the user Satisfaction survey, not the Feedback section of the portal.

Ticket Log (table: tickets_logs)

This table is used to record logs of all actions applied to every ticket.

Field Name

Data Type

action_type*

string

date_created

datetime

details

string

id

number

id_after

number

id_before

number

id_object

number

person_id

number

sla_id

number

sla_status

string

ticket_id

number

trigger_id

number

escalation_id

number

parent_id

number

person

Person

sla

SLA

ticket

Ticket

action_type describes the type of action that is logged. See the table below for possible values.

action_starter is a special action_type which denotes an action that caused multiple further actions to happen. Any actions it caused will have their parent_id value set to the id of theaction_starter action.

For example, when a user submits a ticket through the portal, many actions result: the ticket is created, the person (user) is set, the ticket subject is set, the ticket department is set, the initial message is created etc.

When this happens, an initial action_starter action is logged; suppose its id value is 27.

Further actions of different types will be logged: ticket_createdchanged_person,changed_subjectchanged_departmentmessage_created etc., all with a parent_id value of 27.

action_type

Notes

action_starter

Event whichcaused more actions

app_message


attach_added


changed_agent


changed_agent_participants


changed_agent_team


changed_category


changed_custom_field


changed_department


changed_hidden_status


changed_labels


changed_language


changed_organization


changed_participants


changed_person


changed_priority


changed_product


changed_slas


changed_sla_status


changed_status


changed_subject


changed_urgency


changed_user_participants


changed_workflow


email_account


feedback_rating


free

Free text (added tolog by trigger)

merged_from


message_created


message_edit


message_forwarded


message_removed


new_billing


person_email_changed


split_from


split_to


ticket_created


ticket_email


ticket_sla_status


id_object is used if the action logged refers to a particular object e.g. if a message is edited.

id_after and id_before are used if an object ID changes or an object is created.

For a changed_status action, id_after and id_before values are used to represent the statuses with numerical codes:

Status

Code

Awaiting agent

100

Awaiting user

110

Pending

400

Resolved

200

Archived

210

Validating

300

Deleted

310

Spam

320

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