tbl_tickethistory

-1 rows


Description

Module: HRMS Helpdesk & Ticketing System (Audit Log)
Purpose: Records every change, update, comment, and attachment added to a master ticket record in public.tbl_ticket.
Data: Contains time-stamped snapshots of key fields and details about the action that occurred (e.g., status change, assignee change, comment added).
Process Usage:
- Used to generate the full communication and action history displayed within the support ticket interface.
- Provides an immutable audit trail for SLA compliance and service review.
Key Points:
- Critical for documenting the full resolution process and accountability.
- Records crucial events like escalations and reminders.
Business Impact: Enables transparent tracking of service requests and improves support team performance analysis.

Columns

Column Type Size Nulls Auto Default Children Parents Comments
id bigserial 19 √ nextval('tbl_tickethistory_id_seq'::regclass)

Primary key
Format: Integer (auto-increment)
Used as: Unique identifier for a single event or action within the ticket history.
ticketid int8 19 null
tbl_ticket.ticketid fk_tbl_tickethistory_ticketid R

FK: public.tbl_ticket.ticketid
Meaning: The primary key of the master ticket record that this history event belongs to.
Dependency: Links the history record back to its active ticket.
ticketcategoryid int8 19 null
tbl_ticketcategory.ticketcategoryid fk_tbl_tickethistory_ticketcategoryid R

The ticket category ID at the time of this history event (e.g., if the category was changed).
subject varchar 200 √ null

The subject of the ticket at the time of this history event.
description varchar 1000 √ null

The description of the ticket at the time of this history event.
assigneeid varchar 500 √ null
tbl_employee.employeeid fk_tbl_tickethistory_assigneeid R

The ID of the support staff member assigned to the ticket at the time of this history event.
ticketstatusid int8 19 √ null
tbl_ticketstatus.ticketstatusid fk_tbl_tickethistory_ticketstatusid R

The status ID of the ticket at the time of this history event (e.g., records when the status changed from “New” to “In Progress”).
priorityid int8 19 √ null
tbl_lookupmaster.lookupid fk_tbl_tickethistory_priorityid R

The priority ID of the ticket at the time of this history event.
ratingid int8 19 √ null
tbl_lookupmaster.lookupid fk_tbl_tickethistory_ratingid R

The rating or satisfaction score provided by the requester upon resolution (often captured as the final history event).
attachment varchar 500 √ null

The file path or name of any attachment added during this history event (e.g., a screenshot or document).
Format: Varchar/Text.
comment varchar 1000 √ null

The text of the comment or internal note recorded during this history event.
Usage: Captures conversations, updates, and resolution notes.
companyid int4 10 null
tbl_companymaster.companyid fk_tbl_tickethistory_companyid R

FK: Reference to a company master table
Meaning: The company ID of the employee who raised the ticket.
escalationdate timestamp 29,6 √ null

The timestamp when the ticket was officially escalated.
Format: Timestamp with timezone.
reminderdate timestamp 29,6 √ null

The timestamp when an internal or external reminder was set for the ticket.
Format: Timestamp with timezone.
createdby varchar 50 √ null

FK: public.tbl_employee.employeeid or public.tbl_userlogin.id
Meaning: The user who performed the action that generated this history record.
createddate timestamp 29,6 √ null

Timestamp of when the history record was created (i.e., when the action or change occurred).
Format: Timestamp with timezone.
modifiedby varchar 50 √ null

FK: public.tbl_employee.employeeid or public.tbl_userlogin.id
Meaning: The last user who modified the history record (should be rare, often same as createdby).
modifieddate timestamp 29,6 √ null

Timestamp of the last modification to the history record.
Format: Timestamp with timezone.

Indexes

Constraint Name Type Sort Column(s)
tbl_tickethistory_pk_tbl_ticket_id Primary key Asc id

Relationships

Close relationships within degrees of separation