Helpdesk Database Structure 270

8/7/2019 Helpdesk Database Structure 270

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DNA Helpdesk version 2.70 Database Structure

NetSupport DNA Helpdesk Database Structure

For Helpdesk version 2.70

Andy Gibbons Page 1 of 24 11/03/2008


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NETSUPPORT DNA HELPDESK DATABASE STRUCTURE 1

Table : HD_ADUpdates 4 Table Structure 4

Table : HD_Audit_Trail 5

Table Structure 5

Table HD_Category 5 Table Structure 5

Table HD_Comp 6 Table Structure 6

Table HD_Contact 7 Table Structure 7

Table : HD_CustomDataAssign 8 Table Structure 8

Table HD_CustomDataLists 8 Table Structure 8

Table : HD_CustomDataSections 8 Table Structure 8

Table : HD_CustomDataTabs 9 Table Structure 9

Table HD_CustomFields 9 Table Structure 9

Table HD_DashReports 10 Table Structure 10

Table HD_Dept 10 Table Structure 10

Table : HD_Email_Extract_Rules 11

Table Structure 11

Table : HD_Email_Template 11 Table Structure 11

Table HD_Es_Action 12 Table Structure 12

Table HD_Es_Filter 12 Table Structure 12

Table HD_Es_FilterDetail 13

Table Structure 13



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DNA Helpdesk version 2.70 Database StructureTable HD_Es_Ticket 13

Table Structure 13

Table HD_Files 14 Table Structure 14

Table : HD_Hols 14 Table Structure 14

Table : HD_Lic 14 Table Structure 14

Table HD_Notify 15 Table Structure 15

Table HD_Notify_Recip 15 Table Structure 15

Table HD_Options 16 Table Structure 16

Table HD_Permissions 16 Table Structure 16

Table HD_Pref 17 Table Structure 17

Table HD_Priority 17 Table Structure 17

Table HD_ReportFolders 18 Table Structure 18

Table HD_ReportPermissions 18 Table Structure 18

Table HD_Reports 18 Table Structure 18

Table HD_Resolution 19

Table Structure 19

Table : SavedSearchAssign 19 Table Structure 19

Table : HD_SavedSearches 19 Table Structure 19

Table : HD_SavedSearchItems 20 Table Structure 20

Table HD_Solution 20 Table Structure 20



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DNA Helpdesk version 2.70 Database StructureTable : HD_Solution_Formated 20

Table Structure 20

Table : HD_SolutionFiles 21 Table Structure 21

Table HD_Status 21 Table Structure 21

Table HD_Ticket 22 Table Structure 22

Table HD_Ticket_detail 23 Table Structure 23

Table HD_TicketCustomData 23 Table Structure 23

Table HD_TicketFiles 23 Table Structure 23

Table : HD_WorkingHours 24 Table Structure 24

Table : HD_ADUpdates Description :This table holds the details of when each user in the Helpdesk Database was last updated bythe Active Directory sync service

Table StructureField Name DescriptionNTUserName This is the NT Username that relates to a user in the HD_Contact

TableLastUpdate This is the Date and Time of the last updateDontSync This is a flag to control whether the user details are updated to

match those defined in the Active Directory



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Table : HD_Audit_Trail Description :This table holds the Audit Trail details for each Ticket

Table Structure

Table HD_Category Description Holds the list of Categories that helpdesk tickets can be raised against

Table Structure

Field Name DescriptionTicketId This is the ID for the ticket that relates to the HD_Ticket TableTimeStamp This is the Date and Time of the event in the Audit TrailFullName This is the Full Name of the user that initiated the eventEvent This is the text of the event detail

Field Name DescriptionCategoryId This is the primary key and is an auto numbering integerParent This relates to a CategoryId in this table this enables the category

list to hierarchical.CatDesc This is a Text description of the CategoryAssignee This contains the ContactId of the person would be the assignee of

any tickets created by contact that belong to this CategoryDeptAssignee This contains the DeptId of the Department that would be the

assignee of any tickets created by contact that belong to thisCategory

Active If a category is deleted but it is assigned to a ticket or a solution thenthe category (ticket Type) is marked as inactive0 means that the Ticket Type is not active and is not displayed inany lists1- means the Ticket Type is active

SortOrder This is the User Defined Sort Order based on the CategoryIdDefaultPri This contains the Default Priority for tickets of this type and is used

when determining the priority for a new ticketParentList A comma separated list of the parents of this TypeFullCatDesc The Full description of the Type calculated from its parents



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Table HD_Comp Description Holds the information relating to the companies that are configured in the systemBy Default at installation only one company will be created

Table StructureField Name DescriptionCompId This is the primary key and is an auto numbering integerCompName This is the Name of the CompanyDateCreated This is the date that this record was Created.CompContact This contains a reference to a ContactId in Table HD_Contact that

relates to the main contact person for this companyPhoneNo This contains the Main Phone number for the companyPostalAddress This contains the Postal address of the companyAssignee This contains the ContactId of the person would be the assignee of

any tickets created by contact that belong to this companyDeptAssignee This contains the DeptId of the Department that would be the

assignee of any tickets created by contact that belong to thiscompany

Active Default value is 1If the Company is deleted and the company contains departmentsthat are set to not active this is set to 0 and the company is nolonger displayed in the helpdesk, if there are not department in thecompany then the record is deleted.

DefaultPri Reserved for future use



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Table HD_Contact Description Contains Information about contacts

Table Structure

Field Name DescriptionContactId This is the primary key and is an auto numbering integerFullName This is the Fullname of the contactDeptId This is an integer that relates to a DeptId in HD_Dept that defines

the department and company that this contact belongs to.EmailAddress This is the contacts Email AddressPhoneNo This is the contacts Phone NumberCellNo This is the contacts Mobile Phone NumberTechStaff This is a Tiny Int that defines whether or not this contact is a

member of Technical Staff responsible for managing Helpdesk

TicketsNTUserName This is an NT Username for integration with NT SecurityActive Whether this user is a current user (ie tech staff that have left need

still need to be recored on the system for historic TicketsSet to 0 for deleted usersSet to 1 for active users

Password An encypted PasswordDateCreated The Date and time that this contact was createdLoggedOn This is set to 1 if the user is currently logged on to the helpdeskLastUpdate This is a time stamp of the last time the logged on user requested a

web page and is used to detect when a user has logged off thehelpdesk

AllTickOpt This field only applies to Helpdesk Operators, when this is 1 the AllTickets option is available on the menu to this user.

DefaultPri This contains the Default Priority set for the user and is used todetermine the priority of a new ticket



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Table : HD_CustomDataAssign Description :This table contains the details of which custom data fields are displayed on tickets dependanton the selected contact and ticket type.

Table Structure

Table HD_CustomDataLists Description This table defines the list used for a combo type of custom field

Table Structure

Table : HD_CustomDataSections Description This table holds the definition of the sections that hold the custom data fields

Table Structure

Field Name DescriptionID This is a unquie identifier for the tableCustomFieldId This relates to the Id for a custom field definition in the

HD_CustomFields TableDeptId This is the ID of a Department for a contact that the field will be

displayed forCompId This is the ID of a Company for a contact that the field will be

displayed forContactId This is the ID of a contact for which the custom field will be

displayed forCatId This is the ID of a Ticket Type that the field will be displayed for

Field Name DescriptionListId This is the primary key and is an auto numbering integer

ListValue This is the value of the list entry

Field Name DescriptionSectionId This is a unique identifier for the sectionTitle This is the text that is displayed in the title of the section

Saved This is a flag to say that the section is Saved an therefore displayedto users of the helpdesk, during the design phase this flag is not setSortOrder This is an integer that defines which order sections are displayed inTabId This relates to a TabId in the HD_CustomDataTabs table and

defines which tab the section is contained in. If this is null then thesection is displayed on the main form of the Ticket



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Table : HD_CustomDataTabs Description This table holds the definitions of the tabs for the custom data

Table Structure

Table HD_CustomFields Description Records the Customer Ticket Data created

Table Structure

Field Name DescriptionTabId This is a unique identifier for the tabTitle This is the text that is displayed on the tabSaved This is a flag to say that the tab is Saved an therefore displayed to

users of the helpdesk, during the design phase this flag is not setSortOrder This is an integer that defines which order tabs are displayed in

Field Name DescriptionCustomFieldId This is the primary key and is an auto numbering integerCustomFieldName This is the Name of the Custom Field createdField Type This is the Field Type of the Custom Field created such as Text Box,

Tick Box,Mandatory Whether the Custom Data is Mandatory for the TicketCustomListId This is the Integer relates to the ListId in HD_CustomDataListNumeric Whether the Custom Field Data will only contain Numeric dataOperatorOnly This Custom data field is only displayed to Helpdesk OperatorsSectionId This is the Integer that relates to the SectionId in

HD_CustomDataSectioDisplayCreate This Customer Field will be displayed on the New Ticket formDisplay Edit This Customer Field will be displayed on the edit Ticket formSaved When set to 0 the custom data field is only displayed in the

customer data editor,When set to 1 the custom Data Field is available as defined by theDisplayCreate and Display Edit fields

SortOrder This is the User Defined Sort Order based on the CustomFieldId

FileSize This is the maxium length of the fields dataHalfRow When set to 0 the field is displayed across the entire pageDefault Value This is the Default Value of the Custom Field if Specified



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Table HD_DashReports Description Holds a list of Quick reports to be displayed on the dashboard

Table Structure

Table HD_Dept Description Holds the information relating to the Departments that are that are configured for eachCompany

Table Structure

Field Name DescriptionReportId This is the primary key and is an auto numbering integerDescription A Description of the ReportSqlStatment The SQL Statement to run to produce the Table of informationFormatOptions Reserved for future use

Field Name DescriptionDeptId This is the primary key and is an auto numbering integerDeptName This is the name of the departmentCompId This relates to a CompId in the table HD_Comp that defines the

company that this department belongs to.Manager This contains a Integer that relates to a ContactId in the table

HD_Contact that defines the manager of this department.InitialAssignee This is a integer that relates to a ContactId in HD_Contact that

defines the Initial assignee for Tickets assigned to this DepartmentTechDept This is a Tiny Int that defines whether or not this department is a

Technical department responsible for managing Helpdesk TicketsAssignee This contains the ContactId of the person would be the assignee of

any tickets created by contact that belong to this DepartmentDeptAssignee This contains the DeptId of the Department that would be the

assignee of any tickets created by contact that belong to thisDepartment

Active Default value is 1When a Department is deleted if it contains users that have beenmarked as not active this is set to 0 and the department is no longerdisplayed in the helpdesk.If there are no users in the department then the record is deleted

DefaultPri Reserved for future useParent The Parent DepartmentParentList A comma separated list of the parents for this departmentFullDeptName The Full name of the Department Calculated from the Parents



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Table : HD_Email_Extract_Rules Description This table holds the definition for the incoming email rules

Table Structure

Table : HD_Email_Template Description :This table holds the templates for all the emails that are sent by the server these can benotification or Escalation emails.

Table Structure

Field Name DescriptionExtractID This is the primary key and is an auto numbering integerDescription This is the description of the rule that is displayed in the helpdeskSourceField This is the field of the email in which to searchDestField This is the destination fieldExtractOperator This is how to extract the data from the emailData1 Value defined to extract dataData2 Value defined to extract dataSortOrder This is an integer that defines which order the rules are processed inCaseSensitive This is a flag to indicate if the extraction rule should be case

sensitiveEnabled A flag to indicate if the rule is enabled

Field Name Description

TemplateId This is the primary key and is an auto numbering integerFromAddress This is the Email address that the email will be sent from.Subject This is the Subject line of the emailBody This is the body of the email and may contain place holders for

VariablesDescription A friendly name for the templateHTML This field denotes whether the Email is to be sent in HTML format

0 means that the Email is sent as plain text1 means that the Email is sent as HTML



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Table HD_Es_Action Description This table contains the list of defined Escalation Actions

Table Structure

Table HD_Es_Filter Description This table contains the list of defined Escalations

Table Structure

Field Name DescriptionActionId This is the primary key and is an auto numbering integerActionType This is an Integer that defines what action to take and will be one of

0 Increase the Priority of a Ticket1 Send a Notification

NotifyId This is an integer that relates to an NotifyId from HD_Notify tablethat defines the Notification rule to use

ActionData Reserved for future useFilterId This relates to the FilterId in the HD_Es_Filter tableDescription The Name of this action

Field Name DescriptionFilterId This is the primary key and is an auto numbering integerFilterDesc This is a text Description of the escalationDateCreated This is a Date and Time when the Escalation was CreatedOwner This is an integer that relates to a ContactId In the HD_Contact table

that defines the user that created this EscalationEnabled 0 this escalation will not be processed

1 this escalation will be processed



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Table HD_Es_FilterDetail Description This table contains the Criteria for an escalationThe combination of FieldName, Operator, Criteria should build a SQL where clause egFieldName DueDate

Operator


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Table HD_Files Description Holds the list of all Uploaded files

Table Structure

Table : HD_Hols Description This table holds the details of the Holidays that are defined for the Helpdesk, these holidays areused for the escalation and due date calculations

Table Structure

Table : HD_Lic Description This table holds the license details for the Helpdesk

Table Structure

Field Name DescriptionFileId This is the primary key and is an auto numbering integerFileName This is the Name of the Uploaded FileFolder This is the folder in which the file is installedDescription This is the Description of the Uploaded FileOperatorOnly Reserved for future useUploadedAt This is the Date Time when the File was UploadedUploadedBy This is the ContactID of the Who Uploaded the FileFileSize This is the File Size of the Uploaded File in Bytes

Field Name DescriptionID This is the primary key and is an auto numbering integerStartDate This is the Start Date of the holidayEndDate This is the End Date of the holidayDescription This is the text description of the holiday

Field Name DescriptionCompanyName This is the Company Name defined for the licenseSerialNo This is the serial number defined for the licenseLicCode This is the authorisation code for the license



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Table HD_Notify Description Holds a list of Notification rules

Table Structure

Table HD_Notify_Recip Description Defines which persons a notification is sent to

Table Structure

Field Name DescriptionNotifyId This is the primary key and is an auto numbering integerCondition This is an integer that defines when this notification rule is run

1 Ticket Created2 Ticket Status Changed4 Ticket Priority Changed8 Ticket reassigned16 Due Date Changed32 Ticket Updated64 Ticket Closed128 Ticket Escalated

TemplateId This is an integer that relates to an EmailTemplateId fromHD_Email_Template that defines the template to use when sendingan Email

Enabled If set to 1 then this rule is processedIf set to 0 then this rule is not processed

Description A description of this rule

Field Name DescriptionRecipId This is the primary key and is an auto numbering integerNotifyId This is an Integer that relates to a NotifyId in HD_NotifyRecipType This is an integer that defines who to send the email to

1- The contact for the Ticket2- The Contact for a tickets manager3- The Assignee for the ticket4- The manager of the Assignee for a ticket5- The Creator of a ticket6- The manager of the Creator of a ticket7- The Default company contact for the Company that the

Contact for a ticket belongs to8- a specific email address

EmailAddress If the RecipType is 8 then this field will contain the specific emailaddress

ContactId Reserved for future useAddressType Defines whether the recipient is a TO, CC or BCC addressee

1 - TO addressee2 CC Addressee3 BCC Addresee



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Table HD_Options Description Records what escalations have been performed on a ticket

Table Structure

Table HD_Permissions Description Holds the User Preferences for the default, Company, Department or Contact

Table Structure

Field Name DescriptionOptionName The Name of the OptionsValue If the Option is a varchar this contains the value of the OptioniValue If the Option is a Integer this contains the value of the OptionsValue If the Option is a Text this contains the value of the Option

Field Name DescriptionId This is the primary key and is an auto numbering integerPermission This is an integer that relates to one of the permission constants that

defines the permission that this record grants or denies

ContactId This is the ContactId of the contact for which this record holds apermission, this may be null is this record defines a permission for a

Department, Company or a Default premission.DeptId This is the DeptId of the Department for which this record holds apermission, this may be null is this record defines a permission for aContact, Company or a Default permission

CompId This is the CompId of the Company for which this record holds apermission, this may be null is this record defines a permission for aContact, Department or a Default Permission

DenyPermission This is an integer if set to 1 then the Permission is denied else thepermission is granted



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Table HD_Pref Description Holds the User Preferences for the default, Company, Department or Contact

Table Structure

Table HD_Priority Description This table holds the details of the defined priority levels for the Helpdesk implementation

Table Structure

Field Name DescriptionPrefId This is the primary key and is an auto numbering integerContactId This is the ContactId of the contact for which this record holds the

preferences, this may be null is this record defines preferences for aDepartment, Company or the Default Preferences.

DeptId This is the DeptId of the Department for which this record holds thepreferences, this may be null is this record defines preferences for aContact, Company or the Default Preferences

CompId This is the CompId of the Company for which this record holds thepreferences, this may be null is this record defines preferences for aContact, Department or the Default Preferences

DateFormat This is the date format that this preference defines for the displayingand inputting of dates

StartPage This holds the name of the default startpage for a contact with thispreference

TicketList This lists the fields to be displayed in the ticket listDisplayFilters 0 the filters are not displayed on the ticket list

1 the filters are displayed on the ticket list

ConmfirmMsg 0 when a user closed a page without saving changes then aprompt is not displayed1 when a user closed a page without saving changes then aprompt is displayed

TicketlistRefesh The Time between automatic refreshes of ticket lists

Field Name DescriptionPriId This is the primary key and is an auto numbering integerPriLevel This is the Level of the priority i.e. 0 is the most urgentPriDesc This is a text description on the priority level e.g. Critical, Urgent,

High etcPriImage This is the filename of the image to display for this priority



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Table HD_ReportFolders Description Records what Folders exist and where the Reports are Located

Table Structure

Table HD_ReportPermissions Description Which Reports the Users have access to view

Table Structure

Table HD_Reports Description What reports are available

Table Structure

Field Name DescriptionFolderId This is the primary key and is an auto numbering integerName This is the Name of the FolderParent This relates to the FolderId in this table this enables the Folder list to

be hierarchical.DateStamp This is the Date Stamp of when the Folder was Created

Field Name DescriptionReportPermID This is the primary key and is an auto numbering integerContactId This is the Integer that relates to the ContactId in HD_ContactDeptId This is the Integer that relates to the DeptId in HD_DeptCompId This is the Integer that relates to the CompId in HD_CompDenyAccess When set to 1 Access is explicitly denyed for the contact department

or companyFolderId This is the Integer that relates to the FolderID in HD_ReportFolders

Field Name DescriptionReportId This is the primary key and is an auto numbering integerReportFileName This is the filename of the RPT fileSQLStatment This is a SQL statement that defines the Record source for the

reportDescription This is the Report Description, which is defined when you upload a

Report

FolderID This is the Integer that relates to the FolderID in HD_ReportFolders



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Table HD_Resolution Description Contains the Resolution codes for tickets

Table Structure

Table : SavedSearchAssign Description

This table stores the details of saved searches that are assigned to usersTable Structure

Table : HD_SavedSearches Description This table defines the details of a saved search

Table Structure

Field Name DescriptionResCodeId This is the primary key and is an auto numbering integerResCodeDesc This is a Text description of the ResolutionSortOrder This Defines the Order that the Resolutions are displayed in Lists

Field Name DescriptionSearchAssignId This is the primary key and is an auto numbering integerSearchId This is the SearchId that relates to data in the HD_SavedSearches

tableContactId This is the Integer that relates to the ContactId in HD_ContactDeptId This is the Integer that relates to the DeptId in HD_DeptCompId This is the Integer that relates to the CompId in HD_Comp

Field Name DescriptionSearchId This is the primary key and is an auto numbering integerSearchName This is the Name of the saved searchFieldList This is a comma separated list of the fields displayed in the search

resultsWhereClause This is the Where clause for the searchMenu This is a flag that determines if the search is displayed on the menuOwner This relates to a ContactId in the HD_Contact table and is the user

that created the searchsortOrder This is an integer that defines which order searches are displayed in



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Table : HD_SavedSearchItems Description This table is used to store the Criteria for a saved search

Table Structure

Table HD_Solution Description Holds solutions to Problems

Table Structure

Table : HD_Solution_Formated Description This table contains the HTML Text of the solution

Table Structure

Field Name DescriptionSearchCriteriaId This is the primary key and is an auto numbering integerSearchId This is the SearchId that relates to data in the HD_SavedSearches

tableOptionValue Value of the search CriteriaOptionText The text displayed in the User interface for this itemSortOrder This is an integer that defines which order search criteria items are

displayed in

Field Name DescriptionSolutionId This is the primary key and is an auto numbering integerCategoryId This relates to a CategoryId in the table HD_Category table that

defines the category of this problem

SolutionText A Text description of the solutionCreator This hold the ContactId of the Contact that Created this solutionDateCreated This holds the date and time that this solution was createdActive If the Solution is deleted but is is associated with a ticket the solution

is marked as inactive and is not displayed in any lists.0 means that this solution is deleted1 means the Solution is active

Published A Flag to indicate if this solution is publishedPublishDate The Date and time that the solution was publishedPublishedBy The Full name of the user that published the solution

Field Name DescriptionSolutionId This relates to the SolutionId in the HD_Solution TableSolutionHTML This is the formatted HTML of the solution Text



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Table : HD_SolutionFiles Description This table defines the files that are attached to a solution

Table Structure

Table HD_Status Description Holds the list of statuses that a Helpdesk Ticket can be assigned

Table Structure

Field Name DescriptionSolutionId This relates to the SolutionId in the HD_Solution TableFileId This is the Integer that relates to the FileId in HD_Files

Field Name DescriptionStatusId This is the primary key and is an auto numbering integerStatusDesc This is a Text description of the StatusSortOrder This Defines the Order that the statuses are displayed in ListsClosed 0 this status is not a closed status

1 this status is a closed status



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Table HD_Ticket Description This table contains the information about each Ticket

Table Structure

Field Name DescriptionTicketId This is the primary key and is an auto numbering integer and is used

as the Ticket IDDateCreated This is the date and Time that the Ticket was CreatedDateClosed This is the date and time that the Ticket was ClosedDueDate This is the date that the Contact that logged the ticket entered as the

due date.LastModified This is the date and time that this Ticket was last saved or Updated.StatusChange This is the date and time that the Ticket last had a change of status.

PriChange This is the date and time that the Ticket last had a change of PriorityContactId This is an Integer that relates to a ContactId in HD_Contact that isthe contact for the Ticket

PriId This is an Integer that relates to a PriId in the HD_Priority Table thatdefines the priority of this problem.

StatusId This is an integer that relates to a StatusId in the HD_Status Tablethat Defines the Current Status of the ticket.

Assignee This is an integer that relates to a ContactId in the HD_ContactTable that defines the contact that this ticket is assigned to

Creator This is an integer that relates to a ContactId in the HD_ContactTable that defines the contact that Created this Ticket.

DeviceId The ID from the DNA PC table of the device that this ticket relates toSolution This is an Integer that relates to a SolutionId in the table

HD_Solution that defines the solution for this TicketCategoryId This relates to a CategoryId in the table HD_Category table that

defines the category of this problemArchiveDate This is the date that this Ticket was Archived.Description This is the original description of the problem as entered when

creating the TicketSummary This is the Summary field on a ticketResCode This Relates to a ResCodeId in the HD_Resolutions Table and

defines the resolution code for a closed ticketIPAddress This is the IP Address used for Remote Control when there is noDNA Integration set



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Table HD_Ticket_detail Description Hold the detail of the Helpdesk Ticket

Table Structure

Table HD_TicketCustomData Description Records what Custom Ticket Data based on TicketId

Table Structure

Table HD_TicketFiles Description Holds the list of Uploaded files based on TicketId

Table Structure

Field Name DescriptionDetailId This is the primary key and is an auto numbering integerTicketId This is an Integer that relates to a TicketId in HD_TicketDetailType This is an integer that defines the Type of Detail record and should

be one of0 Web Update by Tech Staff1 Web Update by Contact2.Telephone Update from Tech Staff3 Telephone Update by Contact4 Email Update form Tech Staff5 Email Update from Contact

DetailText This is a text field that contains the detailTimeStamp This is the date and time that this Detail was addedUpdater This is an integer that relates to a contacted in HD_Contact that

defines the person adding this updateTimeTaken This is the Amount of time entered when then note was added to the

ticket.

Field Name DescriptionTicketId This is the Integer that relates to the TicketId in HD_TicketCustomFieldId This is the primary key and is an auto numbering integerTextValue This is the value of the field if the field is a textareaStringValue This is the Value of the field if the field type is not a textarea

Field Name DescriptionTicketId This is the Integer that relates to the TicketId in HD_TicketFileId This is the Integer that relates to the Field in HD_Files



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Table : HD_WorkingHours Description This table contains the details of the defined working ours for the helpdesk

Table StructureField Name DescriptionDayofweek An integer defining the day of the weekStartTime The working hours start timeEndTime The working hours end time

Helpdesk Database Structure 270

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