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support_request_application_database_tables
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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 | 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 | 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 | 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 | 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.1687524780.txt.gz · Last modified: 2023/06/23 13:53 by 10.91.129.7
