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support_request_application_database_tables
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| support_request_application_database_tables [2023/06/23 13:40] – 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** | ||
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| + | [[https:// | ||
| **config_entry** | **config_entry** | ||
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| |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|FALSE|If true then logic to limted what user sees will be determined by thier access such as emails and tickets| | + | |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** | **field_config** | ||
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| |id|field_name|hidden|match_value|form_id|Used For| | |id|field_name|hidden|match_value|form_id|Used For| | ||
| - | |1|close_requested|1|FALSE|1|Determines how the Close _Requested checkbox is handled. | + | |1|close_requested|1|FALSE|1|Determines how the Close _Requested checkbox is handled.Customer Update |
| - | Form ID ( form_config) | + | |2|billable_approved|1|FALSE|1|Determines how the billing approved check box is handled. |
| - | 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 |
| - | |2|billable_approved|1|FALSE|1|Determines how the billing approved check box is handled. | + | |4|response_required|1|FALSE|2|Determines how the response required check box is handled |
| - | Form ID ( form_config) | + | |
| - | 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 | + | **request_config** |
| - | Form ID ( form_config) is which form this is , in this case its the Customer Update Form | + | |
| - | hidden true and match value null means the field is hidden| | + | |id|config_json|request_name|Used For| |
| - | |4|response_required|1|FALSE|2|Determines how the response required check box is handled. | + | |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| |
| - | Form ID ( form_config) is which form this is , in this case it' | + | |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| |
| - | hidden true and match value false means the check mark will only show if value is true. | + | |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| |
| - | Please note that this check box is not currently in use| | + | |
support_request_application_database_tables.1687524047.txt.gz · Last modified: 2023/06/23 13:40 by 10.91.129.7
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