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Support Request Application Config Tables

config_entry

id	Description	Name	Value	Further Details
1	Customer - Visibility	VISIBILITY	Airgain	Determine market visibility ticket is opened in
2	Customer - Workflow	WORKFLOW	Airgain Support Request	Determine workflow visibility ticket is opened in
3	Customer - Workflow Initial Status	START_STATUS	Triage	State ticket starts 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,Awaiting Verification	These are the Status that when customer response the Support Request will auto move ticket to the Response Status (Customer Response Provided)
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
8	Forms that are visible to customer.	CUSTOMER_VISIBLE_FORMS	Customer Update,Operation Update	Forms that are shown in the Support Request App
9	Support Request Form Name	REQUEST_FORM_NAME	Support Request Details	Form used to write / add to ticket on creation
10	Support Request Form Requester Email Field Name	REQUEST_EMAIL_FIELD	requester	Field the requesters emails is populated
11	Support Request Form Issue Title Field Name	REQUEST_TITLE_FIELD	title	Field the title is populated
12	Support Request Form Issue Description Field Name	REQUEST_DESCRIPTION_FIELD	description	Field the description is populated
13	Support Request Form Affected Application Field Name	REQUEST_APPLICATION_FIELD	application	Field the requesters emails is populated
14	Support Request Form If Email Copy to Requester Field Name	REQUEST_COPY_REQUESTER_FIELD	copy_requester	Not used anymore, was used when we gave submitter option if they wanted to be added to notifications
15	Support Request Form Email CC Address Field Name	REQUEST_CC_FIELD	email_cc	Field the requesters emails is populated
16	Support Request Form Related Tickets Fields Name	REQUEST_RELATED_TICKETS_FIELDS	related_support,related_development	Where the Related tickets fields in Ticket details page pulls data from
17	Customer Update Form Name	CUSTOMER_UPDATE_FORM_NAME	Customer Update	Customer Update Form
18	Customer Update Form Sender Email Field Name	CUSTOMER_UPDATE_FORM_EMAIL_FIELD	customer_update_email	Customer Update Form
19	Customer Update Form Message Field Name	CUSTOMER_UPDATE_FORM_MESSAGE_FIELD	customer_update	Customer Update Form
20	Customer Update Form Request Ticket to Close Field Name	CUSTOMER_UPDATE_FORM_CLOSE_FIELD	close_requested	Customer Update Form
21	Customer Update Form Sender Name Field Name	CUSTOMER_UPDATE_FORM_NAME_FIELD	customer_update_name	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)
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
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,Cancelled	Determines what states are the closed status
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
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
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		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
34	Customer Update Form Request Ticket to Approve Billable Hours	CUSTOMER_UPDATE_FORM_BILLABLE_APPROVED	billable_approved	Relates to the Customer Update form
35	Support Request Form External key Field Name	REQUEST_EXTERNAL_KEY	external_key	On ticket create an external key is generated and added to the external key field on the support request details form. This is used to allow users that don't have a log view the ticket.
36	Support Request Form Notes Field Name	REQUEST_NOTES_FIELD	notes	Where the notes field in Ticket 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

field_config

id

field_name

hidden

match_value

form_id

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