| View Name: | MARISupportIssue | ||||||||||||
| Based on table: | MPHotlineAnfrage | ||||||||||||
| Group: | Group: SupportIssue | ||||||||||||
| Description: | Support Module: Support Tickets, Tasks, Ideas, Dev Task, HR Tasks
The type of ticket is defined by the field HotlineClassType.
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| ClassID: | 17. See Overview of ClassIDs by table. |
| Field | Table(Germ.field)/Type | Description | Related | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| IssueID | AnfrageID INT Primary |
Unique Key | |||||||||||||
| HotlineClassType | HotlineClassType INT Index |
Main field to distinguish between ticket, task, idea, dev task, HR task
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clsImportSupportIssue_eHotlineClassType | ||||||||||||
| ParentType | ParentType INT |
0Normal,1=Parent, 2=Child | clsImportSupportIssue_eParentType | ||||||||||||
| ParentIssueID | ParentAnfrageID INT Index |
Link to parent | MARISupportIssue.ParentIssueID | ||||||||||||
| IssueType | HotlineTyp INT |
MPHotlineSettings.Setting=2 | MARISupportSettings.IssueType (WHERE Setting=2) clsImportSupportIssue_eIssueTyp |
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| Status | Status INT Index |
MPHotlineSettings.Setting=1 | MARISupportSettings.Status (WHERE Setting=1) clsImportSupportIssue_eSupportTicketStatus |
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| Priority | Prioritaet INT Index |
MPHotlineSettings.Setting=3 | MARISupportSettings.Priority (WHERE Setting=3) clsImportSupportIssue_eSupportTicketPriority |
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| Medium | Medium INT |
MPHotlineSettings.Setting=5 | MARISupportSettings.Medium (WHERE Setting=5) clsImportSupportIssue_eSupportTicketMedium |
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| BriefDescription | Kurzbeschreibung NVARCHAR (120) Index |
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| RequestText | AnfrageText NTEXT |
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| Company | Mandant SMALLINT Index |
MARISysConnections.Company (WHERE ConnectionType=6) | |||||||||||||
| CardCode | CardCode NVARCHAR (20) Index |
OCRD.CardCode | |||||||||||||
| RequestDate | Anfragedatum Datetime |
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| ProductID | ProduktID INT Index |
MARISupportProduct.ProductID | |||||||||||||
| ProductVariant | ProduktVariante NVARCHAR (50) Index |
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| ReferenceText | Referenz NVARCHAR (120) Index |
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| CustomerProductLinkID | KundeProduktID INT |
MARISupportProductCustomer.CustomerProductLinkID | |||||||||||||
| SolutionMethod | LoesungsMethode INT |
MPHotlineSettings.Setting=4 | MARISupportSettings.SolutionMethod (WHERE Setting=4) | ||||||||||||
| Originator | Ersteller NVARCHAR (50) |
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| OriginatorType | ErstellerTyp INT Index |
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| HandledBy | Bearbeiter NVARCHAR (50) Index |
OUSR.USER_Code | |||||||||||||
| EditorType | BearbeiterTyp INT Index |
1=MPUser, 3=Employee, 4=SupportGroup, 5=OCPR Contact Person | clsImportSupportIssue_ResponsibleType | ||||||||||||
| SupportGroupID | HotlineGruppenID INT Index |
MARISupportGroup.SupportGroupID | |||||||||||||
| FAQ | FAQ SMALLINT (0=false,-1=true) |
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| FAQID | FAQID INT |
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| ContactPerson | Ansprechpartner NVARCHAR (255) Index |
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| ContactPerson2ID | Ansprechpartner2ID INT Index |
ChannelPartner Contact Person | OCPR.CntctCode | ||||||||||||
| HandelingTime | Bearbeitungsdauer INT |
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| ChangeAtDate | GeaendertAm Datetime |
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| DueDate | FaelligAm Datetime |
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| VisibleInternOnly | VisibleInternOnly SMALLINT (0=false,-1=true) |
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| Reference | Verweis INT |
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| SolvedDate | ErledigtAm Datetime |
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| ReadFlag | Gelesen INT |
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| SyncPartnerID | SyncPartnerID INT |
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| SyncTicketID | SyncTicketID INT |
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| SyncDate | SyncDate Datetime |
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| ProjectNumber | Projekt NVARCHAR (20) Index |
MARIProjectMaster.ProjectNumber | |||||||||||||
| PhaseID | PhasenID INT Index |
MARIProjectPhases.PhaseID | |||||||||||||
| ContractID | VertragsID INT Index |
MARIContract.ContractID | |||||||||||||
| ContractPositionID | Vertragsposition INT |
MARIContractPositions.ContractPositionID | |||||||||||||
| SLA_ID | SLA_ID INT Index |
MARISupportSLA.SLA_ID | |||||||||||||
| SLAReactionStatus | SLAReactionStatus INT |
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| SLAReactionTime | SLAReactionTime Datetime |
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| SLASolvingTime | SLASolvingTime Datetime |
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| SLAStartTimeFirst | SLAStartTimeFirst Datetime |
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| SLAStartTimeActual | SLAStartTimeActual Datetime |
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| SLAReactionStopTime | SLAReactionStopTime Datetime |
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| SLASolveStatus | SLASolveStatus INT |
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| SLASolveStopTime | SLASolveStopTime Datetime |
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| SLAReactionEscalationMode | SLAReactionEscalationMode INT |
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| SLASolveEscalationMode | SLASolveEscalationMode INT |
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| SLAFeedbackEscalationMode | SLAFeedbackEscalationMode INT |
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| AddressMatchcode | AdressMatchcode NVARCHAR (100) Index |
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| WorkFlowID | WorkFlowID INT |
MARISupportWorkflow.WorkFlowID | |||||||||||||
| QualityProcess | QualityProcess INT |
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| DocApprovalID | DocApprovalID INT Index |
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| Group1 | Gruppe1 INT |
MARISupportSettings.Group1 (WHERE Setting=28) | |||||||||||||
| Group2 | Gruppe2 INT |
MARISupportSettings.Group2 (WHERE Setting=29) | |||||||||||||
| Group3 | Gruppe3 INT |
MARISupportSettings.Group3 (WHERE Setting=30) | |||||||||||||
| ApprovalMode | Freigabe INT |
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| LanguageCode | Sprache INT |
MARISysCustomerLanguages.LanguageCode | |||||||||||||
| IndexFormID | IndexFormID INT Index |
MARIFolderIndexForms.IndexFormID | |||||||||||||
| CreateDate | Erstanlage Datetime |
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| CreateUser | ErstanlageID NVARCHAR (4) |
MARIUser.CreateUser (WHERE BenutzerTyp=1) | |||||||||||||
| ChangeDate | Aenderung Datetime |
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| ChangeUser | AenderungID NVARCHAR (4) |
MARIUser.ChangeUser (WHERE BenutzerTyp=1) | |||||||||||||
| UpdateStamp | UpdateStamp INT |
| Table | Description | ||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| MARISupportIssue | Support Module: Support Tickets, Tasks, Ideas, Dev Task, HR Tasks
The type of ticket is defined by the field HotlineClassType.
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| MARISupportIssueLine | Support Module: Issue tracking: Issue line for comments, documents, emails, etc. | ||||||||||||||||||||||||||||||||||||||||||||||||
| MARISupportIssueRecipients | Support Module: Issue tracking: Linked email recipients | ||||||||||||||||||||||||||||||||||||||||||||||||
| MARISupportIssueChangeLog | Support Module: Issue tracking: Issue change log | ||||||||||||||||||||||||||||||||||||||||||||||||
| MARISupportIssueModules | Support Module: Issue tracking: Issue linked modules | ||||||||||||||||||||||||||||||||||||||||||||||||
| MARISupportIssueVersions | Support Module: Issue tracking: Issue linked versions | ||||||||||||||||||||||||||||||||||||||||||||||||
| MARIWorkItem | The table is used basically for service task and other tasks. For each dimension using this table, special views have been created. See also the description of the field WorkItemType.
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| MARISupportIssueLink | Support Module: Link a ticket to other core data (CSO, Equipment) | ||||||||||||||||||||||||||||||||||||||||||||||||
| MARISupportGroupingMapTree | Support Module: Self organzing the tickets in lines | ||||||||||||||||||||||||||||||||||||||||||||||||
| MARISupportIssueKeywording | Support Module: Split content in key words to find equal tickets | ||||||||||||||||||||||||||||||||||||||||||||||||
| MARISupportTicketRuleSetLine | Support Module: Routing Set for blanc email input - Step |