ATG Service uses the following database tables to store ticketing information. These tables are installed from the <ATG10dir>/Service10.1/common/sql directory by the CIM script. The tables described in this section are all used by the ticketing repository.
svct_research_act
This table stores ticketing records about agent research sessions.
Column | Data Type | Constraint | Description |
|---|---|---|---|
activity_id | varchar(40) | not null | The unique ID of the activity |
ksession_id | varchar(40) | not null | The ID of the Knowledge Manager session |
svct_prob_cat
This table identifies problem categories.
Column | Data Type | Constraint | Description |
|---|---|---|---|
problem_cat_id | varchar(40) | not null | The ID of the problem category |
name | varchar(40) | not null | The name of the problem category |
logical_org_id | varchar(40) | null | The logical org ID. |
svct_callnote_act
This table stores ticketing records about agent call notes and is called from the /framework/src/ file.
sql/svc_framework_ticket_ddl.xml
Column | Data Type | Constraint | Description |
|---|---|---|---|
activity_id | varchar(40) | not null | The unique ID of the activity |
inbound | one-digit | not null | Identifies if the ticket is inbound |
