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onboarding:ticketer:object_model_-_the_basics [2017/05/12 12:35] – mmcconboarding:ticketer:object_model_-_the_basics [2021/06/25 10:09] (current) – external edit 127.0.0.1
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 +====== Ticketer Object Model ======
 +
 +Author: Anna Dowling
 +
 +===== Introduction =====
 +
 +The following outline will give the reader a summary of the main domain objects associated with the Ticketer application.
 +
 +For further fields relating to any of these tables, run a desc command on that table on a ticketer database. 
 +
 +----
 +
 +===== configuration =====
 +
 +The Configuration table stores references for the following data relating to the functioning of the Ticketer Application: url settings to access the other applications, filesystem locations, snmp_manager configuration, database details.
 +
 +----
 +
 +===== district =====
 +
 +This table stores district names for use with grouping within the ticketer. 
 +
 +District examples include CHI. NCA, PHL. 
 +
 +Districts are linked to the visibility table based on the link visibility.district_id = district.id
 +
 +**Note:** Extenet does not use districts.
 +
 +<code>SELECT * from ticketer.district</code>
 +<code>SELECT * from ticketer.visibility WHERE district_id = 1</code>
 +
 +----
 +
 +===== ticket =====
 +
 +This is one of the most important tables in the Ticketer. 
 +
 +The ticket table stores references to ticket details including:   
 +    * id - The ticket's unique identifier value.
 +    * create_date - The date when the ticket was created.
 +    * closed_date - The date when the ticket was closed.
 +    * current_status_id - This field is linked to the ticket_status table which denotes the current status of the ticket. 
 +    * worklfow_id - This field is linked to the gworkflow table which denotes the workflow the ticket is located in.
 +    * parent_id - If the ticket is a child ticket, the id of the parent ticket is added to this field.
 +    * maintenance_id - If the ticket is involved in the Preventative Maintenance process this value is populated with the relevant maintenance id. 
 +
 +For further fields relating to the ticket table, run a ''desc ticket'' command on a ticketer database.
 +
 +----
 +
 +===== snmp_manager_config =====
 +
 +The snmp_manager_config table stores the connection details for accessing a specific snmp_manager instance. 
 +
 +This stores remote_url, username and password details.
 +
 +----
 +
 +===== ticket_status =====
 +
 +This table stores an entry for each Ticket Status that has been entered on a ticket. 
 +
 +An example of a Ticket Status would be "Alarm Received". 
 +
 +This table stores fields for values such as:  
 +  * ticket_id
 +  * status_date 
 +  * next_ticket_status_id that was entered following that status
 +  * status_duration_in_seconds
 +  * status 
 +
 +Query to find all of the ticket statuses for a specific ticket:
 +
 +<code>SELECT * from ticket_status where ticket_id = 11;</code>
 +
 +----
 +
 +===== external_datasource =====
 +
 +This table holds references to the MySQL connections used within the Ticketer applications. 
 +
 +This table stores information such as:  
 +
 +  * hostname
 +  * username
 +  * password 
 +  * database driver associated with the database connection to establish.
 +
 +----
 +
 +===== change_form =====
 +
 +The change form table stores form entries. 
 +
 +There can be only one "Active" change form that can be modified (referred to as the mockup), only one "Active" change form that is in production (published). 
 +
 +"Inactive" Change Forms are archived for use when displaying old Tickets.
 +
 +----
 +
 +===== form_component =====
 +
 +The form component table stores an entry for each form field on a form that is created through the form Architect in the Ticketer. 
 +
 +This could be a checkbox, text field, dropdown list etc.
 +
 +----
 +
 +===== email_account =====
 +
 +The email_account table stores entries for email account configurations. 
 +
 +Emails are one of the central features of the ticketer and are sent out to parties such as the Carrier, Ticket owner etc. to notify them of updates on a Ticket. 
 +
 +This table stores details for the active email account used for relaying emails to these parties in conjunction with the application.
 +
 +----
 +
 +===== email_account_props =====
 +
 +The email_account_props tables stores the properties used in order to connect to and use the specified email_account with javax.mail library. 
 +
 +This includes the port number, auth value, class and fallback. 
 +
 +These properties are used to send the emails.
 +
 +----
 +
 +===== external_element =====
 +
 +The external element table stores a link between the network element and the ticket in the preventative maintenance process. 
 +
 +It stores references to:  
 +   * network element id
 +   * network element name
 +   * colocation details 
 +   * acceptance_record_id (ticket id)
 +   * technician
 +   * market
 +   * table_id (external_table id for the query used to populate this external_element entry) 
 +   * region
 +
 +----
 +
 +===== external_table =====
 +This table stores the queries used during the preventative maintenance process. 
 +
 +For more information on Preventative Maintenance refer to the section: [[onboarding:ticketer:ticketer_-_preventative_maintenance_introduction|Ticketer - Preventative Maintenance Introduction]]
 +
 +----
 +
 +===== ticket_change =====
 +
 +The ticket change table references a new entry that is created for each form update that occurs in the ticketer. 
 +
 +It stores ticket_id, form_id and user id details relating to these changes.
 +
 +Query to find all of the ticket changes for a specific ticket:
 +
 +<code>SELECT * from ticket_change where ticket_id = 11;</code>
 +
 +----
 +
 +===== user =====
 +
 +The user domain stores user account details for the Ticketer application.
 +
 +----
 +
 +===== user_role =====
 +
 +The user_role domain stores user role information associated with access limitations in the Ticketer applications. 
 +
 +For example the role Administrator has access to the admin pages in the Noc Portal etc.
 +
 +----
 +
 +===== user_roles =====
 +
 +The user_roles domain is a join table which stores the relationship between the user table and the user_role table, creating the link between users and their assigned roles.
 +
 +----
 +
 +===== user_role_permissions =====
 +
 +The user_role_permissions table stores the grails permissions String to allow access to certain pages and functionality within certain pages. 
 +
 +This has an association with the user_role.
 +
 +----
 +
 +===== region =====
 +
 +This table stores region names for use with grouping within the ticketer. Region examples include South East, North East, Central.
 +
 +Regions are linked to the visibility table based on the link visibility.region = region.id
 +
 +<code>SELECT * from ticketer.region</code>
 +<code>SELECT * from ticketer.visibility WHERE region_id = 1</code>
 +
 +----
 +
 +===== visibility =====
 +
 +The visibility table stores entries for the visibility levels (also known as clusters or markets) available within the Ticketer application. 
 +
 +For example the Global visibility can see everything and would typically be given to an admin user. 
 +
 +Verizon - All Hubs would limit the user to Verizon markets at a hub level. 
 +
 +This table also links to both the region and district tables.
 +
 +----
 +
 +===== groovlet =====
 +
 +This table stores custom configurable groovy script entries which are editable for use at run time. 
 +
 +The ticketer application uses groovlet for may aspects of its functionality. 
 +
 +One example one be for workflow customisation of behaviour, such as population of a form following a specific status change etc.
 +
 +Some commonly used groovlets include Service entitlements (Ext), Das Incident Management (CC).
 +
 +----
 +
 +===== gworkflow =====
 +
 +GWorkflow stores an entry for each published and mockup workflow in the Ticketer Application. 
 +
 +This table contains the ticket_prefix value that can be associated with tickets.
 +
 +----
 +
 +===== gnode =====
 +
 +GNode stores an entry for each status created on a workflow entry within the Ticketer Application. 
 +
 +This table contains the preserve_owners field which denotes if the state has preserve owners set to true or false.
 + 
 +
 +----
 +
 +===== Self Assessment =====
 +
 +The following assessment is to test your knowledge of the basic object table outlined above for the Ticketer.
 +
 +//This assessment assumes that you have a basic working knowledge of MySQL and have completed the MySQL assessment prior to this.//
 +
 +  - Connect to a qa database and locate the ticketer application database. (If you need assistance in establishing this connection please contact a member of the team.)
 +  - In the MySQL prompt, Describe the contents of the following tables: configuration, snmp_manager_config, external_datasource.
 +  - Join an entry of the user table to the user_role table.
 +  - Join an entry of the region table to the visibility table.
 +  - Join an entry of the district table to the visibility table.
 +  - Locate the active configuration entry for the Ticketer.
 +  - Locate a published gworkflow entry and its associated gnode entries.
 +  - Join a ticket entry to its relevant current ticket_status.
 +  - Find the correct email_account_props associated with an email_account.
  

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