tbl_ticketcategory

-1 rows


Description

Module: Ticket Module
Purpose: Stores ticket category definitions used to classify and manage support or service tickets.
Data: One row per ticket category created by an administrator.
Process Usage:
- Defines categories under which tickets can be created by employees or system users.
- Configures SLA periods, reminder hours, and escalation workflows for each category.
- Maps SPOC (Single Point of Contact) and escalation users responsible for ticket resolution.
Key Points:
- Each category is company-specific and optionally department-specific.
- Supports multi-user SPOC and escalation configuration through comma-separated employee IDs.
Business Impact: Provides structured ticket categorization, ensuring efficient tracking, SLA monitoring, and escalation management within the Ticket Module.

Columns

Column Type Size Nulls Auto Default Children Parents Comments
ticketcategoryid bigserial 19 √ nextval('tbl_ticketcategory_ticketcategoryid_seq'::regclass)
tbl_ticket.ticketcategoryid fk_tbl_ticket_ticketcategoryid R
tbl_tickethistory.ticketcategoryid fk_tbl_tickethistory_ticketcategoryid R

Primary key
Format: BIGSERIAL (auto-increment)
Used as: Unique identifier for each ticket category.
ticketcategoryname varchar 100 null

Ticket Category Name
Format: VARCHAR(100)
Meaning: Descriptive name of the ticket category (e.g., IT Support, Payroll Issue).
Usage: Displayed in ticket creation forms and reports.
description varchar 500 null

Description
Format: VARCHAR(500)
Meaning: Detailed explanation or purpose of the ticket category.
Usage: Helps users understand when to use this category for ticket creation.
spocname varchar 2000 null

SPOC Employee IDs
Format: VARCHAR(2000)
Meaning: Comma-separated list of employee IDs assigned as Single Point of Contact (SPOC).
Usage: These employees are responsible for initial handling and resolution of tickets in this category.
slaperiod numeric 0 null

SLA Period (Hours)
Format: NUMERIC
Meaning: Number of hours defined for the SLA (Service Level Agreement) period.
Usage: Determines the time within which a ticket must be resolved.
escalationuser varchar 2000 √ null

Escalation Users
Format: VARCHAR(2000)
Meaning: Comma-separated list of employee IDs who will receive escalations when SLA is breached.
Usage: Used for automated escalation notifications in case of SLA violations.
reminderhour numeric 0 null

Reminder Hours
Format: NUMERIC
Meaning: Hours before SLA expiry when a reminder should be triggered.
Usage: Helps in proactive follow-ups before ticket breaches SLA.
escalationhour numeric 0 √ null

Escalation Hours
Format: NUMERIC
Meaning: Number of hours after which the ticket should be escalated if not resolved.
Usage: Defines delay duration before escalating the ticket to higher-level users.
status bool 1 true

Status
Format: BOOLEAN
Default: TRUE
Possible Values: TRUE = Active, FALSE = Inactive
Usage: Indicates whether the ticket category is active and available for ticket creation.
escalationreminder bool 1 true

Escalation Reminder Flag
Format: BOOLEAN
Default: TRUE
Possible Values: TRUE = Active, FALSE = Inactive
Meaning: Determines whether escalation reminders are enabled for this category.
Usage: Used to control escalation reminder automation.
companyid int4 10 null
tbl_companymaster.companyid fk_tbl_ticketcategory_companyid R

Company ID
Format: INTEGER
FK: public.tbl_companymaster.companyid
Meaning: Identifies the company to which this ticket category belongs.
Usage: Ensures ticket categories are scoped at the company level.
createdby varchar 50 √ null
createddate timestamp 29,6 √ null
modifiedby varchar 50 √ null
modifieddate timestamp 29,6 √ null
departmentofcompanyid int4 10 √ null
tbl_departmentofcompany.id fk_tbl_ticketcategory_departmentofcompanyid R

Department of Company ID
Format: INTEGER
FK: public.tbl_departmentofcompany.id
Meaning: Department(s) associated with this ticket category.
Usage: Restricts category visibility to specific departments if configured.

Indexes

Constraint Name Type Sort Column(s)
pk_tbl_ticketcategory_ticketcategoryid Primary key Asc ticketcategoryid
uq_tbl_ticketcategory_ticketcategoryname Must be unique Asc ticketcategoryname

Relationships

Close relationships within degrees of separation