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support_request_application_database_tables
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| support_request_application_database_tables [2023/06/23 13:29] – 10.91.129.7 | support_request_application_database_tables [2023/06/27 16:43] (current) – 10.91.110.100 | ||
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| - | Support Request Application Config Tables | + | **Support Request Application Config Tables** |
| + | [[https:// | ||
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| + | **config_entry** | ||
| |id|Description|Name|Value|Further Details | | |id|Description|Name|Value|Further Details | | ||
| Line 8: | Line 11: | ||
| |4|Customer - Workflow Final Status|FINAL_STATUS|Resolved|State ticket ends in| | |4|Customer - Workflow Final Status|FINAL_STATUS|Resolved|State ticket ends in| | ||
| |5|Customer - Workflow Status that indicating ticket is waiting for customer to response.|AWAITING_STATUS|Awaiting Response From Customer, | |5|Customer - Workflow Status that indicating ticket is waiting for customer to response.|AWAITING_STATUS|Awaiting Response From Customer, | ||
| - | |6|Customer - Workflow Status that indicating customer has provided response.|RESPONSE_STATUS|Customer Response Provided|The status that the Status shown in "Response Status" | + | |6|Customer - Workflow Status that indicating customer has provided response.|RESPONSE_STATUS|Customer Response Provided|The status that the Status shown in Response Status will be moved to| |
| |7|Indicating days that closed ticket will return.|CLOSED_DAYS|45|How many days Tickets considered closed ( Resolved or Cancelled) will be visible in the Support Request. ATC have their set to a year| | |7|Indicating days that closed ticket will return.|CLOSED_DAYS|45|How many days Tickets considered closed ( Resolved or Cancelled) will be visible in the Support Request. ATC have their set to a year| | ||
| |8|Forms that are visible to customer.|CUSTOMER_VISIBLE_FORMS|Customer Update, | |8|Forms that are visible to customer.|CUSTOMER_VISIBLE_FORMS|Customer Update, | ||
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| |22|Support Request Form POC Field Name|REQUEST_POC_FIELD|customer_contact|Customer Update Form| | |22|Support Request Form POC Field Name|REQUEST_POC_FIELD|customer_contact|Customer Update Form| | ||
| |23|Support Request Form Billable Field Name|REQUEST_BILLABLE_FIELD|billable|Where the billable status is pulled from ( Support Request Details)| | |23|Support Request Form Billable Field Name|REQUEST_BILLABLE_FIELD|billable|Where the billable status is pulled from ( Support Request Details)| | ||
| - | |24|Indicate if the environment is for multiple customers.|MULTI_CUSTOMER_ENV|TRUE|| | + | |24|Indicate if the environment is for multiple customers.|MULTI_CUSTOMER_ENV|TRUE|If true then logic to limted what user sees will be determined by thier access such as emails and tickets| |
| |25|Support Request Form Last Update Field Name|REQUEST_LAST_UPDATE_FIELD|latest_update|This reads the latest update field (ticket_update)| | |25|Support Request Form Last Update Field Name|REQUEST_LAST_UPDATE_FIELD|latest_update|This reads the latest update field (ticket_update)| | ||
| - | |26|Customer - Workflow Status that indicating the ticket is either resolved or cancelled.|CLOSED_STATUSES|Resolved, | + | |26|Customer - Workflow Status that indicating the ticket is either resolved or cancelled.|CLOSED_STATUSES|Resolved, |
| |27|Resolution Form Name|RESOLUTION_FORM_NAME|Resolution Form|Form that is used for the Resolution tab| | |27|Resolution Form Name|RESOLUTION_FORM_NAME|Resolution Form|Form that is used for the Resolution tab| | ||
| |28|Resolution Form Work Details|RESOLUTION_DETAILS_FIELD|work_details|Form that is used for the Resolution tab| | |28|Resolution Form Work Details|RESOLUTION_DETAILS_FIELD|work_details|Form that is used for the Resolution tab| | ||
| |29|Resolution Form Date Resolved|RESOLUTION_DATE_FIELD|date_resolved|Form that is used for the Resolution tab| | |29|Resolution Form Date Resolved|RESOLUTION_DATE_FIELD|date_resolved|Form that is used for the Resolution tab| | ||
| - | |30|List all the users have permission to access My Company page(split by comma)|ADMIN_USERS|USER IDS HERE|Used to be used to determine of user can see the My Company option| | + | |30|List all the users have permission to access My Company page(split by comma)|ADMIN_USERS|User ids |Used to be used to determine of user can see the My Company option| |
| |31|Support Request Form Company Field Name|REQUEST_COMPANY_FIELD|sco_company|Used on multi Tenant ( SCO) environment , on ticket create uses customers company details and adds it to the sco_company field on the support request details form| | |31|Support Request Form Company Field Name|REQUEST_COMPANY_FIELD|sco_company|Used on multi Tenant ( SCO) environment , on ticket create uses customers company details and adds it to the sco_company field on the support request details form| | ||
| - | |32|System admin user email regex which allow to access all SCO tickets regardless company.|SYS_ADMIN_EMAIL| | + | |32|System admin user email regex which allow to access all SCO tickets regardless company.|SYS_ADMIN_EMAIL|see db for value|System admin user email regex which allow to access all SCO tickets regardless company.| |
| |33|Customer - Workflow Pending Approval Status|PENDING_APPROVAL_STATUS|Pending Approval|Status that determines if the approval billable hours is visible on the Customer Update form| | |33|Customer - Workflow Pending Approval Status|PENDING_APPROVAL_STATUS|Pending Approval|Status that determines if the approval billable hours is visible on the Customer Update form| | ||
| |34|Customer Update Form Request Ticket to Approve Billable Hours|CUSTOMER_UPDATE_FORM_BILLABLE_APPROVED|billable_approved|Relates to the Customer Update form| | |34|Customer Update Form Request Ticket to Approve Billable Hours|CUSTOMER_UPDATE_FORM_BILLABLE_APPROVED|billable_approved|Relates to the Customer Update form| | ||
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| |37|Support Request Form Classification Field Name|REQUEST_CLASSIFICATION_FIELD|classification|Where the classification field shown on My Tickets/My Company details is populated from ( Support Request Details )| | |37|Support Request Form Classification Field Name|REQUEST_CLASSIFICATION_FIELD|classification|Where the classification field shown on My Tickets/My Company details is populated from ( Support Request Details )| | ||
| |38|Support Request General Ticket Classification|GENERAL_TICKET_CLASSIFICATION|General Support Request|Default ticket classification| | |38|Support Request General Ticket Classification|GENERAL_TICKET_CLASSIFICATION|General Support Request|Default ticket classification| | ||
| + | |||
| + | **field_config** | ||
| + | |||
| + | |||
| + | |id|field_name|hidden|match_value|form_id|Used For| | ||
| + | |1|close_requested|1|FALSE|1|Determines how the Close _Requested checkbox is handled.Customer Update Form ID is 1 hidden true and match value false means the check mark will only show if value is true| | ||
| + | |2|billable_approved|1|FALSE|1|Determines how the billing approved check box is handled. Customer Update Form ID is 1 hidden true and match value false means the check mark will only show if value is true| | ||
| + | |3|customer_update_email|1|NULL|1|Controls if the customer email field is displayed from the Customer Update Form hidden true and match value null means the field is hidden| | ||
| + | |4|response_required|1|FALSE|2|Determines how the response required check box is handled on the Operation Update Form hidden true and match value false means the check mark will only show if value is true. Please note that this check box is not currently in use| | ||
| + | |||
| + | |||
| + | **request_config** | ||
| + | |||
| + | |id|config_json|request_name|Used For| | ||
| + | |1|see db for value|General Support Request|Display name is shown on the My Ticket , My Company page Request name is shown on drop down on ticket submit form config json is how the questions are configured| | ||
| + | |2|see db for value|New Report Request|Display name is shown on the My Ticket , My Company page Request name is shown on drop down on ticket submit form config json is how the questions are configured| | ||
| + | |3|see db for value|Improvement Request|Display name is shown on the My Ticket , My Company page Request name is shown on drop down on ticket submit form config json is how the questions are configured| | ||
support_request_application_database_tables.1687523364.txt.gz · Last modified: 2023/06/23 13:29 by 10.91.129.7
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