ticket_alert Table (274)
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Environment: onsite, online
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This table will contain ticket escalation levels. A ticket will be escalated along a 'chain' of these levels.
Fields
| Name | Description | Type | Null |
|---|---|---|---|
| id | The primary key (auto-incremented) | PK | |
| priority | The id of the ticket_priority entry this entry is connected to. | FK ticket_priority | |
| alert_level | The alert level (strictly ascending number). | Short | ● |
| alert_timeout | The time (in minutes) before ticket is escalated to next level. | Int | ● |
| action | Bitmap indicating what should be done when escalating to this level. | Int | ● |
| delegate_to | If ticket should be redelegated on escalation, this field contains the id of the target user. | FK ejuser | ● |
| script_id | Script that can be executed then the ticket alert action occur. | FK ejscript | ● |
| email_to | If an email should be sent when escalating, this field will contain the recipient email address. | String(255) | ● |
| sms_to | If an sms should be sent when escalating, this field will contain the recipient email address. | String(255) | ● |
| reply_template_id_customer | Reference to the reply template used in this alert, for mail to customer | FK reply_template | ● |
| reply_template_id_user | Reference to the reply template used in this alert, for mail to owner of ticket | FK reply_template | ● |
| reply_template_id_catmast | Reference to the reply template used in this alert, for mail to category master | FK reply_template | ● |
| reply_template_id_email | Reference to the reply template used in this alert, for mail to custom address | FK reply_template | ● |
| rti_customer_sms | Reference to the reply template used in this alert, for sms to customer | FK reply_template | ● |
| reply_template_id_user_sms | Reference to the reply template used in this alert, for sms to owner of ticket | FK reply_template | ● |
| reply_template_id_catmast_sms | Reference to the reply template used in this alert, for sms to category master | FK reply_template | ● |
| reply_template_id_sms | Reference to the reply template used in this alert, for sms to custom address | FK reply_template | ● |
Indexes
| Fields | Types | Description |
|---|---|---|
| id | PK | Clustered, Unique |
| priority | FK | Index |
| delegate_to | FK | Index |
| script_id | FK | Index |
| reply_template_id_customer | FK | Index |
| reply_template_id_user | FK | Index |
| reply_template_id_catmast | FK | Index |
| reply_template_id_email | FK | Index |
| rti_customer_sms | FK | Index |
| reply_template_id_user_sms | FK | Index |
| reply_template_id_catmast_sms | FK | Index |
| reply_template_id_sms | FK | Index |
Relationships
| Table | Description |
|---|---|
| ejscript | ejscript |
| ejuser | This table contains entries for the users of the system. |
| notify | This table contains the pop-up messages displayed for users for various events, such as 'new ticket', etc. |
| reply_template | Templates for automatic and manual replies to emails/sms organized hierachically |
| ticket_priority | This table contains the ticket priorities. |
Replication Flags
- None
Security Flags
- No access control via user's Role.