Multiple reference

(Workflow task table)



Shows the approvals that have taken place for a request, as well as who is being requested for approval.

Multiple reference

(User table)



Determines who gets asked for approval when an ITSM request gets submitted for approval.

Reference

(User table)

This is the individual responsible for the resolution of the ITSM request.

Reference

(Group table)

this is the group that is responsible for the completion of the ITSM request. This is the This is often set via the Sofi classifier automatically.

Reference

(Knowledge table)

This is used to understand what knowledge was used for an ITSM request.

Multiple reference

(Change table)

These are the changes that are related to an ITSM request. Once one of these have been completed, it will automatically resolve the ITSM request and update the ITSM request in various other fields as the process dictates.

Reference

(Classification table)

This is the classification that can be selected from an ITSM request that can help for reporting or otherwise. This is often set via the Sofi classifier automatically.

Journal



This is the method to communicate with the client or the client to communicate with the service desk via an ITSM request. When a knowledge article is attached from Sofi, it will automatically enter this field.

Date and time

This is automatically set based on the date and time that the ITSM request is closed.

Reference

(User table)

This is automatically set based on the person that closes the ITSM request.

Multiple reference

(User table)

These are any users who may be assisting in the completion of the task or want / need to be kept up to date as to the progress of the ITSM request. This is also used to assist with the "ITSM request I'm following" menu item.

Date and time

This is automatically set based on the date and time that the ITSM request is completed.

Reference

(User table)

This is automatically set based on the person that completes the ITSM request.

String

Used to provide information as to how an ITSM request was completed.

String



Extra information that can be provided as part of the ITSM request.

String

This is the email that should be used as a contact mechanism for this ITSM request. This can be different to the one on the user's record, to help cater for situations where the ITSM request is about their email or another mechanism is required to contact the user.

Boolean

(Radio button)



Multiple reference

(User table)



This is the list of the followers for an ITSM request. This is also used to assist with the "Requests I'm following" menu item.

Reference

(Location table)

This is the location that the ITSM request is for, which can be different to the requestor's and requested for's location.

String

Holds the name of the requested for / requestor if they don't have an account.

Boolean



This is if the requestor / requested for does not have an account in the system and the name needs to be tracked

String

This is the phone number that should be used as a contact mechanism for this ITSM request. This can be different to the one on the user's record, to help cater for situations where the ITSM request is about their phone or another mechanism is required to contact the user.

Choice

Values:

The priority of an ITSM request used for reporting purposes, conditional logic purposes and SLA purposes.

Auto sequence

(Prefix is REQ)

Used as a unique reference to an ITSM request and its display value.

Multiple reference

(CMDB table)



Used to highlight any configuration items related to an ITSM request.

Reference

(User table)

This holds the person who the ITSM request is requested for.

Reference

(User table)

This holds the person who is requesting the ITSM request, but does not necessarily mean it has been raised for them.

Reference

(Resolution item table)

This runs automation (when desired through script), but helps train sofi to know how to resolve tickets.

Choice

Values:

This is used to assist in training sofi, in assisting in zero contact resolution.

Reference

(Knowledge table)

This is used to hold the knowledge article that was created from the ITSM request. Once this field has been set, users can automatically be redirected to it based on a button on the ITSM request form when this has been populated.

Reference

(CMDB Service table)



This is the service s that can be selected from an ITSM request that can help for reporting or otherwise. This is often set via the Sofi classifier automatically.

String

The short description is used as the primary classifier source for Sofi.

Multiple reference

(SLA table)



The list of SLA's that are related to the ITSM request.

String

This highlights the status of the primary SLA against a record, to ensure that the ITSM request is being updated in a timely matter.

String

Used to hold the Sofi conversation ID, which is used by the Sofi continuation point dialog manager element.

Choice

Values:

Automatically set from an interaction or from the method it was created from

Reference

(Interaction table)

This holds the interaction record that an ITSM request was created from, assuming it was initially created from an interaction.

Multiple reference

(ITSM request task table)



These are the ITSM request tasks that have been created from and are related to an ITSM request.

Journal