WIXLIB

DNA Helpdesk version 2.70 Database StructureTable : HD Email Extract RulesDescriptionThis table holds the definition for the incoming email rulesTable StructureField scriptionThis is the primary key and is an auto numbering integerThis is the description of the rule that is displayed in the helpdeskThis is the field of the email in which to searchThis is the destination fieldThis is how to extract the data from the emailValue defined to extract dataValue defined to extract dataThis is an integer that defines which order the rules are processed inThis is a flag to indicate if the extraction rule should be casesensitiveA flag to indicate if the rule is enabledTable : HD Email TemplateDescription:This table holds the templates for all the emails that are sent by the server these can benotification or Escalation emails.Table StructureField LAndy GibbonsDescriptionThis is the primary key and is an auto numbering integerThis is the Email address that the email will be sent from.This is the Subject line of the emailThis is the body of the email and may contain place holders forVariablesA friendly name for the templateThis field denotes whether the Email is to be sent in HTML format0 means that the Email is sent as plain text1 means that the Email is sent as HTMLPage 11 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD Es ActionDescriptionThis table contains the list of defined Escalation ActionsTable StructureField scriptionDescriptionThis is the primary key and is an auto numbering integerThis is an Integer that defines what action to take and will be one of0Increase the Priority of a Ticket1Send a NotificationThis is an integer that relates to an NotifyId from HD Notify tablethat defines the Notification rule to useReserved for future useThis relates to the FilterId in the HD Es Filter tableThe Name of this actionTable HD Es FilterDescriptionThis table contains the list of defined EscalationsTable StructureField NameFilterIdFilterDescDateCreatedOwnerEnabledAndy GibbonsDescriptionThis is the primary key and is an auto numbering integerThis is a text Description of the escalationThis is a Date and Time when the Escalation was CreatedThis is an integer that relates to a ContactId In the HD Contact tablethat defines the user that created this Escalation0 – this escalation will not be processed1 – this escalation will be processedPage 12 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD Es FilterDetailDescriptionThis table contains the Criteria for an escalationThe combination of FieldName, Operator, Criteria should build a SQL where clause egFieldName DueDateOperator CriteriaGetdate()DueDate Getdate()Table StructureField iaExecuteOrderJoinTypeDescriptionDescriptionThis is the primary key and is an auto numbering integerThis relates to the FilterId in the HD Es Filter tableThis is a name of field from the HD field in the HD Ticket table thatshould be queriedThis will be one of0 1 2 3LikeetcThis is the criteria to matchThis is the order in which the Criteria should be executedEither a 0 or 1 and defines where to add a AND or OR to the end ofthe criteriaThe Name of this conditionTable HD Es TicketDescriptionRecords what escalations have been performed on a ticketTable StructureField NameFilterIdTicketIdDateStampAndy GibbonsDescriptionThis relates to the FilterId in the HD Es Filter tableThis is an Integer that relates to a TicketId in HD TicketThe date and time the escalation was performedPage 13 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD FilesDescriptionHolds the list of all Uploaded filesTable StructureField oadedAtUploadedByFileSizeDescriptionThis is the primary key and is an auto numbering integerThis is the Name of the Uploaded FileThis is the folder in which the file is installedThis is the Description of the Uploaded FileReserved for future useThis is the Date Time when the File was UploadedThis is the ContactID of the Who Uploaded the FileThis is the File Size of the Uploaded File in BytesTable : HD HolsDescriptionThis table holds the details of the Holidays that are defined for the Helpdesk, these holidays areused for the escalation and due date calculationsTable StructureField NameIDStartDateEndDateDescriptionDescriptionThis is the primary key and is an auto numbering integerThis is the Start Date of the holidayThis is the End Date of the holidayThis is the text description of the holidayTable : HD LicDescriptionThis table holds the license details for the HelpdeskTable StructureField NameCompanyNameSerialNoLicCodeAndy GibbonsDescriptionThis is the Company Name defined for the licenseThis is the serial number defined for the licenseThis is the authorisation code for the licensePage 14 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD NotifyDescriptionHolds a list of Notification rulesTable StructureField NameNotifyIdConditionDescriptionThis is the primary key and is an auto numbering integerThis is an integer that defines when this notification rule is run1 – Ticket Created2 – Ticket Status Changed4 – Ticket Priority Changed8 – Ticket reassigned16 – Due Date Changed32 – Ticket Updated64 – Ticket Closed128 – Ticket EscalatedTemplateIdThis is an integer that relates to an EmailTemplateId fromHD Email Template that defines the template to use when sendingan EmailIf set to 1 then this rule is processedIf set to 0 then this rule is not processedA description of this ruleEnabledDescriptionTable HD Notify RecipDescriptionDefines which persons a notification is sent toTable StructureField ddressTypeAndy GibbonsDescriptionThis is the primary key and is an auto numbering integerThis is an Integer that relates to a NotifyId in HD NotifyThis is an integer that defines who to send the email to1- 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 theContact for a ticket belongs to8- a specific email addressIf the RecipType is 8 then this field will contain the specific emailaddressReserved for future useDefines whether the recipient is a TO, CC or BCC addressee1 - TO addressee2 – CC Addressee3 – BCC AddreseePage 15 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD OptionsDescriptionRecords what escalations have been performed on a ticketTable StructureField NameOptionNamesValueiValuesValueDescriptionThe Name of the OptionIf the Option is a varchar this contains the value of the OptionIf the Option is a Integer this contains the value of the OptionIf the Option is a Text this contains the value of the OptionTable HD PermissionsDescriptionHolds the User Preferences for the default, Company, Department or ContactTable StructureField NameIdPermissionDescriptionThis is the primary key and is an auto numbering integerThis is an integer that relates to one of the permission constants thatdefines the permission that this record grants or deniesContactIdThis is the ContactId of the contact for which this record holds apermission, this may be null is this record defines a permission for aDepartment, Company or a Default premission.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 permissionThis 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 PermissionThis is an integer if set to 1 then the Permission is denied else thepermission is grantedDeptIdCompIdDenyPermissionAndy GibbonsPage 16 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD PrefDescriptionHolds the User Preferences for the default, Company, Department or ContactTable StructureField hDescriptionThis is the primary key and is an auto numbering integerThis is the ContactId of the contact for which this record holds thepreferences, this may be null is this record defines preferences for aDepartment, Company or the Default Preferences.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 PreferencesThis 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 PreferencesThis is the date format that this preference defines for the displayingand inputting of datesThis holds the name of the default startpage for a contact with thispreferenceThis lists the fields to be displayed in the ticket list0 – the filters are not displayed on the ticket list1 – the filters are displayed on the ticket list0 – 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 displayedThe Time between automatic refreshes of ticket listsTable HD PriorityDescriptionThis table holds the details of the defined priority levels for the Helpdesk implementationTable StructureField NamePriIdPriLevelPriDescPriImageAndy GibbonsDescriptionThis is the primary key and is an auto numbering integerThis is the Level of the priority i.e. 0 is the most urgentThis is a text description on the priority level e.g. Critical, Urgent,High etcThis is the filename of the image to display for this priorityPage 17 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD ReportFoldersDescriptionRecords what Folders exist and where the Reports are LocatedTable StructureField NameFolderIdNameParentDateStampDescriptionThis is the primary key and is an auto numbering integerThis is the Name of the FolderThis relates to the FolderId in this table this enables the Folder list tobe hierarchical.This is the Date Stamp of when the Folder was CreatedTable HD ReportPermissionsDescriptionWhich Reports the Users have access to viewTable StructureField derIdDescriptionThis is the primary key and is an auto numbering integerThis is the Integer that relates to the ContactId in HD ContactThis is the Integer that relates to the DeptId in HD DeptThis is the Integer that relates to the CompId in HD CompWhen set to 1 Access is explicitly denyed for the contact departmentor companyThis is the Integer that relates to the FolderID in HD ReportFoldersTable HD ReportsDescriptionWhat reports are availableTable StructureField lderIDAndy GibbonsDescriptionThis is the primary key and is an auto numbering integerThis is the filename of the RPT fileThis is a SQL statement that defines the Record source for thereportThis is the Report Description, which is defined when you upload aReportThis is the Integer that relates to the FolderID in HD ReportFoldersPage 18 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD ResolutionDescriptionContains the Resolution codes for ticketsTable StructureField NameResCodeIdResCodeDescSortOrderDescriptionThis is the primary key and is an auto numbering integerThis is a Text description of the ResolutionThis Defines the Order that the Resolutions are displayed in ListsTable : SavedSearchAssignDescriptionThis table stores the details of saved searches that are assigned to usersTable StructureField criptionThis is the primary key and is an auto numbering integerThis is the SearchId that relates to data in the HD SavedSearchestableThis is the Integer that relates to the ContactId in HD ContactThis is the Integer that relates to the DeptId in HD DeptThis is the Integer that relates to the CompId in HD CompTable : HD SavedSearchesDescriptionThis table defines the details of a saved searchTable StructureField rsortOrderAndy GibbonsDescriptionThis is the primary key and is an auto numbering integerThis is the Name of the saved searchThis is a comma separated list of the fields displayed in the searchresultsThis is the Where clause for the searchThis is a flag that determines if the search is displayed on the menuThis relates to a ContactId in the HD Contact table and is the userthat created the searchThis is an integer that defines which order searches are displayed inPage 19 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable : HD SavedSearchItemsDescriptionThis table is used to store the Criteria for a saved searchTable StructureField ortOrderDescriptionThis is the primary key and is an auto numbering integerThis is the SearchId that relates to data in the HD SavedSearchestableValue of the search CriteriaThe text displayed in the User interface for this itemThis is an integer that defines which order search criteria items aredisplayed inTable HD SolutionDescriptionHolds solutions to ProblemsTable StructureField onThis is the primary key and is an auto numbering integerThis relates to a CategoryId in the table HD Category table thatdefines the category of this problemA Text description of the solutionThis hold the ContactId of the Contact that Created this solutionThis holds the date and time that this solution was createdIf the Solution is deleted but is is associated with a ticket the solutionis marked as inactive and is not displayed in any lists.0 – means that this solution is deleted1 – means the Solution is activeA Flag to indicate if this solution is publishedThe Date and time that the solution was publishedThe Full name of the user that published the solutionTable : HD Solution FormatedDescriptionThis table contains the HTML Text of the solutionTable StructureField NameSolutionIdSolutionHTMLAndy GibbonsDescriptionThis relates to the SolutionId in the HD Solution TableThis is the formatted HTML of the solution TextPage 20 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable : HD SolutionFilesDescriptionThis table defines the files that are attached to a solutionTable StructureField NameSolutionIdFileIdDescriptionThis relates to the SolutionId in the HD Solution TableThis is the Integer that relates to the FileId in HD FilesTable HD StatusDescriptionHolds the list of statuses that a Helpdesk Ticket can be assignedTable StructureField NameStatusIdStatusDescSortOrderClosedAndy GibbonsDescriptionThis is the primary key and is an auto numbering integerThis is a Text description of the StatusThis Defines the Order that the statuses are displayed in Lists0 – this status is not a closed status1 – this status is a closed statusPage 21 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD TicketDescriptionThis table contains the information about each TicketTable StructureField criptionSummaryResCodeIPAddressAndy GibbonsDescriptionThis is the primary key and is an auto numbering integer and is usedas the Ticket IDThis is the date and Time that the Ticket was CreatedThis is the date and time that the Ticket was ClosedThis is the date that the Contact that logged the ticket entered as thedue date.This is the date and time that this Ticket was last saved or Updated.This is the date and time that the Ticket last had a change of status.This is the date and time that the Ticket last had a change of PriorityThis is an Integer that relates to a ContactId in HD Contact that isthe contact for the TicketThis is an Integer that relates to a PriId in the HD Priority Table thatdefines the priority of this problem.This is an integer that relates to a StatusId in the HD Status Tablethat Defines the Current Status of the ticket.This is an integer that relates to a ContactId in the HD ContactTable that defines the contact that this ticket is assigned toThis is an integer that relates to a ContactId in the HD ContactTable that defines the contact that Created this Ticket.The ID from the DNA PC table of the device that this ticket relates toThis is an Integer that relates to a SolutionId in the tableHD Solution that defines the solution for this TicketThis relates to a CategoryId in the table HD Category table thatdefines the category of this problemThis is the date that this Ticket was Archived.This is the original description of the problem as entered whencreating the TicketThis is the Summary field on a ticketThis Relates to a ResCodeId in the HD Resolutions Table anddefines the resolution code for a closed ticketThis is the IP Address used for Remote Control when there is noDNA Integration setPage 22 of 2411/03/2008

DNA Helpdesk version 2.70 Database StructureTable HD Ticket detailDescriptionHold the detail of the Helpdesk TicketTable StructureField pdaterTimeTakenDescriptionThis is the primary key and

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 . . the Active Directory sync service Table Structure Field Name Description NTUserName This is the NT Username that relates to a user in the HD_Contact