SupportDesk System Architecture - House-on-the-Hill

Transcription

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SupportDesk System Architecture
Date:
Revision:
Author:
December 2004
3.00
Iain Broadhead
House -on-the-Hill Software
127 Stockport Rd, Marple, Cheshire, SK6 6AF, UK.
Tel: +44 (0)161 449 7057
e-mail: info@houseonthehill.com
Fax: +44 (0)161 449 7122
Contents
1. Overview....................................................................................................................................................3
2. Architecture Diagram...............................................................................................................................4
3.1
3.2
3.3
3.4
3.5
SupportDesk........................................................................................................................................ 5
SupportDesk/Escalator......................................................................................................................... 5
SupportDesk/Monitor............................................................................................................................ 5
SupportDesk/WebServer...................................................................................................................... 5
SupportDesk/Auditor ............................................................................................................................ 5
4. Application Extentions (DLLs)................................................................................................................6
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
4.9
4.10
Database I/O – hhsida32.dll.................................................................................................................. 6
Licencing - hhskey32.dll ....................................................................................................................... 6
Memory Management - hhscmm32.dll ................................................................................................... 6
MAPI E-Mail - hhsmap32.dll.................................................................................................................. 6
Telephony - hhstap32.dll ...................................................................................................................... 6
Inventory - hhssms32.dll....................................................................................................................... 6
PostCode Integration - hhspaf32.dll....................................................................................................... 7
SMTP/POP3 E-Mail - hhsmtp32.dll....................................................................................................... 7
MS Outlook Connector - hhsout32.dll ................................................................................................... 7
Centennial Connector - hhscen32.dll .................................................................................................... 7
5. Tables.........................................................................................................................................................8
5.1 SUPACTIV - Activities Table ................................................................................................................. 10
5.2 SUPALLOC - Resource Allocation Table................................................................................................ 12
5.3 SUPAUDIT - Auditor Log Table ............................................................................................................. 13
5.4 SUPCAMPG - Marketing Campaigns Table ............................................................................................ 14
5.5 SUPCATEG - Categories Table ............................................................................................................. 16
5.6 SUPCLASS - Classifications Table ......................................................................................................... 18
5.7 SUPCOUNT - SupportDesk User Concurrency Table.............................................................................. 19
5.8 SUPCUST - Customer Database............................................................................................................ 20
5.9 SUPCUSTC - Customer Contact ............................................................................................................ 22
5.10 SUPCUSTP - Customer Inventory ......................................................................................................... 24
5.11 SUPDICTN - User Defined Dictionaries ................................................................................................ 26
5.12 SUPEMAIL - E-Mail Template Control Table ........................................................................................ 27
5.13 SUPESCAL - Call Escalation Log Table ................................................................................................ 28
5.14 SUPEVENT - Live Call Table ............................................................................................................... 29
5.15 SUPFLDSL - Extra Fields Selection...................................................................................................... 31
5.16 SUPFOLDR - Folder Control File.......................................................................................................... 32
5.17 SUPKBCLA - Knowledgebase Keyword, symptom table........................................................................ 34
5.18 SUPKBSOL - Knowledgebase & Call Solutions Table............................................................................ 35
5.19 SUPMETAC - Default Data Dictionary .................................................................................................. 36
5.20 SUPNOTES - Noticeboard ................................................................................................................... 37
5.21 SUPOPPOR - Sales Opportunity Table.................................................................................................. 39
5.22 SUPPROD - Product Table................................................................................................................... 41
5.23 SUPPURCH - Sales Opportunity Purchases .......................................................................................... 43
5.24 SUPREPLB - Report Library ................................................................................................................ 44
5.25 SUPREPLY - Call Notes Table............................................................................................................. 45
5.26 SUPREPRT - Call Report Designer Table.............................................................................................. 46
5.27 SUPSYST - SupportDesk System Table ............................................................................................... 48
5.28 SUPUSERS - SupportDesk Users Table................................................................................................ 49
5.29 SUPVERS - Product Versions Table..................................................................................................... 51
5.30 SUPVIEW - SupportDesk View Definition Table .................................................................................... 52
Copyright 2002-04 House-on-the-Hill Software Ltd.
Page
2
1. Overview
The SupportDesk system consists various helpdesk/crm applications connected to relational databases using the
Borland Database Engine (BDE) as database middleware.
There are two main tiers of modules
i)
CRM helpdesk applications which the user can operate under Windows and Browsers and provide advanced
helpdesk functionality.
ii)
System Modules which are application independent and provide the Applications with support for database, email, telephony back-ends.
Page
3
2. Architecture Diagram
Internet Information Server & Apache
SupportDesk Applications
SupportDesk
SupportDesk/Escalation
SupportDesk/Monitor
SupportDesk/WebServer
Application Extentions (DLLs)
Database I/O
Licencing
Memory Mgt
E-Mail
Telephony
Inventory
Hhsida32.dll
Hhskey32.dll
Hhscmm32.dll
Hhsmap32.dll
Hhstap32.dll
Hhssms32.dll
BDE
Windows
Messaging
API
Windows
Telephony
API
Mapi32.dll
Tapi32.dll
E-Mail
Hhsmtp32.dll
MS SMS
2.0
Relational SQL Database Systems
MS SQL Server
Oracle
MS Access
MySQL
Pervasive
New SupportDesk 2003 Application DLLs
Hhsout32.dll
SupportDesk/Outlook Syncronisation for Tasks and Contacts
Hhsldp32.dll
SupportDesk LDAP Connector
Hhscen32.dll
SupportDesk/Centennial Connector
Page
4
3. Applications
The various separate applications are list below which make up the House-on-the-Hill software CRM system.
3.1
SupportDesk
Application:
Platform:
Description:
Interfaces:
3.2
SupportDesk/Escalator
Application:
Platform:
Description:
Interfaces:
3.3
supdbmcs.exe
Windows 32 Bit OS
Call Monitor and Scheduler
hhskey32.dll, hhsida32.dll, hhscmm32.dll
SupportDesk/WebServer
Application:
Platform:
Description:
Interfaces:
3.5
supesccs.exe
Windows 32 Bit OS
Automatic Call Escalation
hhskey32.dll, hhsida32.dll, hhscmm32.dll, hhsmap32.dll, hhsmtp32.dll
SupportDesk/Monitor
Application:
Platform:
Description:
Interfaces:
3.4
Supdskcs.exe
Windows 32 Bit OS
Main Windows helpdesk program
hhskey32.dll, hhsida32.dll, hhscmm32.dll, hhsmap32.dll, hhstap32.dll, hhssms32.dll,
hhsmtp.dll, hhsout32.dll, hhsldp32.dll, hhscen32.dll
supisacs.isa
Windows NT/2000 & runs under IIS Version 3+
Helpdesk webserver interface for browsers
hhskey32.dll, hhsida32.dll, hhscmm32.dll, hhsmtp32.dll
SupportDesk/Auditor
Application:
Platform:
Description:
Interfaces:
supaudit.exe
Windows 32 Bit OS
Stand-Alone auditing module.
None
Page
5
4. Application Extentions (DLLs)
4.1
Database I/O – hhsida32.dll
This module handles all database access from SupportDesk applications.
It interfaces directly to BDE through idapi32.dll
The User must set up a BDE alias called ‘SupportDesk’ which hhsida32.dll uses as the conduit through which
database accesses are done. This alias can be defined against various ODBC or native drivers.
For more information on configuring BDE for SupportDesk then read ‘Getting Started.doc’ Word document which can
be downloaded from www.houseonthehill.com
Requires Borland Database Engine Version 4.5+ installed on system
4.2
Licencing
- hhskey32.dll
DLL containing information on customer such as their name, which modules/options they are licenced to use and how
many users they are allowed to access system.
4.3
Memory Management
- hhscmm32.dll
Handles low level common memory management routines
4.4
MAPI E-Mail - hhsmap32.dll
Interface to Microsoft Messaging API (MAPI). Windows ships with mapi32.dll which this dll requires to handle both email output and input. Support for Outlook and other MAPI compliant e-mail clients eg. Groupwise & Notes
Requires mapi32.dll installed in Windows system directory
4.5
Telephony
- hhstap32.dll
Support for Microsoft’s telephony API (TAPI). This dll loads and interfaces to tapi32.dll which is shipped with Windows
operating systems.
Requires tapi32.dll installed into Windows system directory
4.6
Inventory
- hhssms32.dll
Only supported on SupportDesk MS SQL systems and interfaces to MS System Management Server Version 2.0
SQL tables via hhsida32.dll.
This interface provides inventory information into SupportDesk.
Requires MS SQL Server & SMS 2.0 installed
Page
6
4.7
PostCode Integration
- hhspaf32.dll
Interface to HopeWiser UK PostCode software.
4.8
SMTP/POP3 E-Mail
- hhsmtp32.dll
E-Mail support for SMTP/POP3 e-mail systems. It is recommended that customers use SMTP e-mail support for
Server side applications.
4.9
MS Outlook Connector
- hhsout32.dll
DLL which syncronises SupportDesk Activities and Calls to Outlook Tasks. Also from 2005 will load SupportDesk
Contacts from Outlook Contacts. This DLL is used when syncing SupportDesk also to PocketPCs.
4.10
Centennial Connector
- hhscen32.dll
E-Mail support for SMTP/POP3 e-mail systems. It is recommended that customers use SMTP e-mail support for
Server side applications.
Page
7
5. Tables
The major SupportDesk tables are arranged in a Star Schema arrangement with the Call Tables in the center.
Customer Information
Product Information
SUPCUST, SUPCUSTC, SUPCUSTP
SUPPROD, SUPVERS
Call Information
SUPEVENT, SUPREPLY,
SUPQUICK
Categories
SUPCATEG
User Information
SUPUSERS, SUPALLOC
Page
8
5.1 SUPACTIV
5.2 SUPALLOC
5.3 SUPAUDIT
5.4 SUPCAMPG
5.5 SUPCATEG
5.6 SUPCLASS
5.7 SUPCOUNT
5.8 SUPCUST
5.9 SUPCUSTC
5.10 SUPCUSTP
5.11 SUPDICTN
5.12 SUPEMAIL
5.13 SUPESCAL
5.14 SUP EVENT
5.15 SUPFLDSL (Not Used Anymore)
5.16 SUPFOLDR
5.17 SUPKBCLA (Not Used Anymore)
5.18 SUPKBSOL
5.19 SUPMETAC
5.20 SUPNOTES
5.21 SUPOPPOR
5.22 SUPPROD
5.23 SUPPURCH
5.24 SUPQUICK
5.25 SUPREPLB
5.26 SUPREPLY
5.27 SUPREPRT
5.28 SUPSYST
5.29 SUPUSERS
5.30 SUPVERS
5.31 SUPVIEW
Activities
User Resource Allocations
Auditor Log File
Marketing Campaigns
Categories
Marketing Classifications
Concurrent Users Count
Customers
Customer Contacts
Customer Inventory
User Defined Dictionaries
E-Mail Template Definitions
Call Escalation Log
Calls
Extra Field Selections
Call Folder Definitions
Knowledgebase Symptoms/Keywords
Knowledgebase Solutions
Default Data-Dictionary
Noticeboard
Sales Opportunities
Products
Sales Opportunity Purchases
QuickCalls (Same Structure as SUPEVENT)
Report Library Definitions
Call Replies
Call Report Designer
System Database
SupportDesk Users
Product Versions
View Definitions
New SupportDesk 2003 Tables
5.32 SUPCONTR
5.33 SUPLINK
5.34 SUPLOCAL
5.35 SUPMSG
5.36 SUPPLIER
5.37 SUPPO
Contracts
Linked Calls Table
User’s Local Settings
WebServer Error Message Table
Supplier Details
Purchase Order Table
New SupportBlue Tables
5.38 SUPANSW
5.39 SUPHOLS
5.40 SUPQUEST
Customer Feedback Answers
Public Holidays
Customer Feedback Questions
Page
9
5.1 SUPACTIV
Fields
DActivityId
sAction
CustomerRef
szContact
szReference
ProductRef
VersionRef
Detail
Resolution
DtCreDate
TmCreHours
TmCreMins
dtRemDate
tmRemHours
tmRemMins
dtSchDate
tmSchHours
tmSchMins
dtCompDate
tmCompHours
tmCompMins
-
Activities Table
Description
Primary Key
Activity Type
Customer Reference
Contact Name
Source Call Reference
Product Reference
Version Reference
Title
Resolution
Creation Date
Creation Hours
Creation Mins
Reminder Date
Reminder Time Hours
Reminder Time Mins
Scheduled Date
Scheduled Time Hours
Scheduled Time Mins
Completed Date
Completed Hours
Completed Mins
Type
N
S
A
A40
A40
A40
A40
LONG
LONG
D
S
S
D
S
S
D
S
S
D
S
S
From
SUPCATEG.NO
SUPCUST.REFERENCE
SUPEVENT.REFERENCE,….
SUPPROD.REFERENCE
SUPVERS.REFERENCE
Page
10
nBudget
nPercentage
nActual
sArchived
sFlags
szAuthor
szAssignee
sReminder
sCompleted
szAttr1
szAttr2
szAttr3
szAttr4
szAttr5
szSource
sDurationNo
sDurationType
sSchedRate
sSchedHours
sSchedMins
sSchedDate
sSchedDays
sRed
sGreen
sBlue
sSequence
sExtra1
sExtra2
szExtra1
szExtra2
nExtra
2002… dHours
dRatePerHour
dHoursTotal
dDays
dRatePerDay
dDaysTotal
szSupplier
Blue… sSLA
szComms
Old Extra Fields…
No. of Job Hours
No. of Job Days
Service Level
N
N
N
S
S
A8
A8
S
S
A25
A25
A25
A25
A25
A16
S
S
S
S
S
S
S
S
S
S
S
S
S
A16
A250
N
N
N
N
N
N
N
A40
S
A120
Page
11
5.2 SUPALLOC
Fields
Id
sType
Tag
Product
Customer
GroupTag
StartDate
EndDate
Role
Description
sKnowledge
sUnits
dValue
sRateType
sFlags
SourceRef
sFolder
sCurrency
dValue2
sExtra1
sExtra2
dExtra
szExtra
-
Resource Allocation Table
Description
Primary Key
User
Type
N
S
A8
A16
A16
A8
D
D
A40
A250
S
S
N
S
S
A16
S
S
N
S
S
N
A16
From
SUPUSER.TAG
SUPPROD.REFERENC
SUPCUST.REFERENCE
SUPUSER.TAG
Page
12
5.3 SUPAUDIT
Fields
Id
IP
Machine
LastDate
LastHour
LastMin
NextDate
NextHour
NextMin
sFlags
szExtra
sExtra
2003… szUserName
-
Auditor Log Table
Description
Primary Key
IP Address
PC Name
Last Time Processed
“”
“”
Not Used Yet
Not Used Yet
Not Used Yet
1=Processed
Not Used Yet
1=New PC
Windows User Name
Type
N
A16
A120
D
S
S
D
S
S
S
A16
S
A40
From
SUPCUST.REFERENCE
Page
13
5.4 SUPCAMPG
Fields
SId
SzTitle
szSection
dtCreDate
tmCreHours
tmCreMins
sEMail
sExport
sPublish
sWord
sWeb
sDatabase
sArchived
sAudit
sFlags
szAuthor
szActivator
szDocument
sPhone
sContact
sAction
-
Marketing Campaigns Table
Description
Primary Key
Description
Not Used Yet
Creation Date
Creation Hours
Creation Mins
E-Mail distribution
Export Information
Publish into HTML
Mail Merge with MS Word
Web Marketing
Database Output
Archived
Audit
Internal Flags
User who created Campaign
Who can run Campaign
Word Doc
Not Used Yet
Not Used Yet
Not Used Yet
Type
S
A250
A40
D
S
S
S
S
S
S
S
S
S
S
S
A8
A8
A128
S
S
S
From
Page
14
sSchedule
sSchedRate
sSchedHours
sSchedMins
sSchedDate
sSchedDays
dtLaunch
szStatus
szCode
nBudget
nCost
nSales
nUnits
nResponses
nResults
szDescription
szRules
nExtra1
ndExtra2
s1Extra
s2Extra
szExtra
dtExtra
tmExtraHours
tmExtraMins
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Description
Business Rules
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
S
S
S
S
S
S
D
A16
A25
N
N
N
N
N
N
LONG
LONG
N
N
S
S
A40
D
S
S
Page
15
5.5 SUPCATEG
Fields
No
Category
Type
Escalation
Rate
Cost
Next Cat
Flags
Folder
UserRef
ExtraS
sNoWorkDays
sArriveHours
sArriveMins
sLeaveHours
sLeaveMins
sWarningNo
sExtra1
sExtra2
szExtra
szEMail
sActivity
sRed
sGreen
sBlue
sWarningType
szDescription
-
Categories Table
Description
Primary Key
Name
Type,Status,Priority,…
EmailNotification
Activity Generation
Colour
Colour
Colour
Type
S
A32
S
S
S
S
S
S
S
A8
S
S
S
S
S
S
S
S
S
A16
A50
S
S
S
S
S
A250
Page
16
sConfidence
sExtra3
sExtra4
szExtra2
szExtra3
2002… dRatePerHour
dRatePerDay
szSupplier
2003… dScriptId
sResponseType
sNoResponse
dProductId
dExtra
Blue… szAssignWarning
szAssignAction
sEMailTemplate
sFolderType
sCopyToFolder
sTimeZone
szAuthoriser
sResponseCat
sResolveCat
sCloseCat
Priority
Contract
Product Type
Job Rates
S
S
S
A32
A32
N
N
A40
Not Used Yet
First Response Type
First Response Number
Assign on Warning User Tag
Assign on Action User Tag
A8
A8
1=Yes
Not Used Yet
Change Authorisation User Tag A8
This is a First Response Cat
This is a Resolved Call Cat
This is a Close Call Cat
Page
17
5.6 SUPCLASS
Fields
SClassId
szClassName
szClassDesc
dtCreDate
tmCreHours
tmCreMins
sArchived
sFlags
szUser
szExtra
mRules
-
Classifications Table
Description
Primary Key
Name
Description
Creation Date
Creation Hours
Creation Mins
Archived=1
Internal Flags
Created By
Not Used Yet
Not Used Yet
Type From
S
A40
A250
D
S
S
S
S
A8
SUPUSERS.TAG
A40
LONG
Page
18
5.7 SUPCOUNT
Fields
DbKey
NoofUsers
Extra1
Extra2
-
SupportDesk User Concurrency Table
Description
Primary Key=1
Number of Users in system
Not Used Yet
Not Used Yet
Type
S
S
S
S
From
Page
19
5.8 SUPCUST
Fields
Name
Referenc e
Archived
FolderNo
Address1
Address2
Address3
Address4
Address5
Postcode
Phone Number
CreDate
AccMgrNo
Narrative
FaxNo
Max ConfNo
Max ContactNo
SLA
ZndPhoneNo
E-Mail
Modem
-
Customer Database
Description
Primary Key
Customer Ref
Archived
Folder
# of Inventories
# of Contacts
Service Level
Type
A40
A16
S
S
A40
A40
A40
A40
A40
A16
A20
D
A40
A250
A20
S
S
S
A20
A50
A20
From
SUPFOLDR.FOLDERNO
SUPCATEG.NO
Page
20
8.70...
2002…
2003…
Blue…
MaintDate
Market
Department
Extra1
Chargeable
Flags
Extra 3
Attribute1
Attribute2
Attribute3
Attribute4
Attribute5
News
dFee
sExtra1
sExtra2
dId
dIdParent
szFolders
dRatePerHour
dRatePerDay
szContractNo
szWebSite
szIpPhone
szTitle
szSerialNo
szLocation
sStatus
Type
# Calls Left
Internal
Email Temaplate
Unique ID
Not Used Yet
Escal. Expiry Status
D
A20
A40
A16
S
S
S
A25
A25
A25
A25
A25
A80
N
S
S
N
N
A120
N
N
A25
A120
A20
A60
A40
A40
S
Page
21
5.9 SUPCUSTC
Fields
CustomerRef
Name
ContactNo
AnalysisDate
Department
Location
Address1
Address2
Address3
Address4
Address5
Postcode
PhoneNo1
PhoneNo2
E-Mail
Fax
Narrative
Extra1
Extra2
Extra 3
-
Customer Contact
Description
Customer Reference
Contact Name
Contact Id
Title
Internal Flags
Not Used Yet
Type
A16
A40
S
D
A40
A40
A40
A40
A40
A40
A40
A16
A20
A20
A50
A20
A250
A60
S
A60
From
SUPCUST.REFERENCE
Page
22
Attribute1
Attribute2
Attribute3
Attribute4
Attribute5
nId
szSalutation
sLevel
szMobile
Classifications
szResponse
szAssistant
szTimeZone
2002… sChannel
szJobRole
Blue… sEMailTemplate
szIpPhone
sArchived
dtExpiry
sStatus
Extra Fields
Extra Fields
Extra Fields
Extra Fields
Extra Fields
Id (Same as ContactNo)
Profile (List of Classifications)
Comms Channel
Expiry Date
Escalation Expiry Status
A25
A25
A25
A25
A25
N
A25
S
SUPCATEG.NO
A20
LONG SUPCLASS.SCLASSID
A25
A40
A16
S
A40
S
A20
S
D
S
Page
23
5.10 SUPCUSTP
Fields
CustomerRef
SerialNo
ProductRef
VersionRef
ConfigNo
CreDate
Narrative
AssetNo
Status
Analysis
WarStartDate
WarEndDate
WarPeriod
WarFee
WarCode
PurDate
PurPrice
PurOrderNo
PurInvoiceNo
PurContractNo
InstStartDate
-
Customer Inventory
Description
Unique # per Customer
Type
A16
A16
A16
A16
S
D
A250
A25
A25
A25
D
D
A25
N
A25
D
N
A25
A25
A25
D
From
SUPCUST.REFERENCE
SUPPROD.REFERENCE
SUPVERS.REFERENCE
SUPCUST.MAXCONFNO
Page
24
InstEndDate
Location
Extra1
Extra2
Contact
Building
Floor
Room
Attribute1
Attribute2
Attribute3
Attribute4
Attribute5
2002… szWarContractNo
szSupplier
sPurSLA
dtPurExpDate
sFlags
Blue… szType
szDept
sArchived
sStatus
Internal Flags
Service Level
Extra Field
Extra Field
Extra Field
Extra Field
Extra Field
Product Type
Customer Dept
D
A40
A16
S
A40
A25
A25
A25
A25
A25
A25
A25
A25
A25
A40
S
D
S
A16
A40
S
S
SUPCATEG.NO
Page
25
5.11 SUPDICTN
Fields
Name
sFlags
szExtra1
szExtra2
s1
s2
mData
-
User Defined Dictionaries
Description
Name of Dictionary.
Internal Flags
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Dictionary Field Settings
Type From
A120
S
A32
A32
S
S
LONG
Page
26
5.12 SUPEMAIL
Fields
sId
sType
szName
sPause
sTemplate
SAcknowledge
SReceipt
SNote
SzTo
SCC
SBCC
Ssubject
MBody
sExtra1
sExtra2
szExtra
szFrom
Blue… sFolder
sAddAsNote
-
E-Mail Template Control Table
Description
Primary Key
Type
S
S
Template Name
A250
Pause e-mail before sending
S
Template No (mail_xxx.txt)
S
Request Acknowledgement
S
Request Receipt
S
Also send Note
S
To:
A250
Cc:
A250
Bcc:
A250
Not Used Yet (Held in template) A250
Not Used Yet (Held in template) LONG
1=WebServer Disabled
S
1=Add As Activity
S
Not Used Yet
A40
From:
A250
S
1=Add a Call Note
S
Page
27
5.13 SUPESCAL
Fields
Id
Event
SzCatBefore
szCatAfter
EscDate
EscHours
EscMins
ElapseTime
UserNotified
SFlags
-
Call Escalation Log Table
Description
Primary Key
Call Reference
Category Before Escalation
Category After Escalation
Escalation Date
Escalation Hour
Escalation Mins
Type
N
A8
A32
A32
D
S
S
A16
A40
S
Page
28
5.14 SUPEVENT
-
Live Call Table
Same structure for SUPQUICK (Quick Calls), HIST_SUPEVENT (Historical Archived Calls) and
Fxxxx_SUPEVENT, Fxxxx_HIST_SUPEVENT tables etc.
Fields
Reference
CustomerRef
ProductRef
VersionRef
CatType
CatStatus
CatPriority
Support Tag
OpenDate
CloseDate
Title
Caller
Handler Tag
Flags
Cust's OwnRef
Medium
EscltionDate
Noof Replies
Description
CallReference
Owner
Subject of Call
Contact Name
Assignee
Internal Flags
Customer’s Own Reference
Phone, E-Mail, Letter,…
Number of Last Reply Added
Type
A8
A16
A16
A16
S
S
S
A8
D
D
A250
A40
A8
S
A16
S
D
S
From
SUPCUST.REFERENCE
SUPPROD.REFERENCE
SUPVERS.VERSIONREF
SUPCATEG.NO
SUPCATEG.NO
SUPCATEG.NO
SUPUSER.TAG
SUPUSER.TAG
Page
29
Open Hours
Open Minutes
Close Hours
Close Minutes
User Field1
User Field2
User Field 3
User Field 4
User Field 5
SerialNo
CatArea
Extra1
Action
ActionDate
Action Hours
Action Minutes
Cost
2002… szTopic
szSubTopic
szEmail
szPhone
sLinkCount
sBounceCount
dWorkInProgress
dContactId
dInventoryId
dScriptId
dtTargetAct
tmTargetActH
tmTargetActM
dtRepsonse
tmResponseH
tmResponseM
dtResponseAct
tmResponseActH
tmResponseActM
sTimeZone
szLine
Blue… szDepartment
szLocation
szEstElapseTime
szActElapseTime
sFolder
dContract
sSubType
sExtra2004
szExtra2004
Service Level
Action
Open Call Login Id
Not Used Yet
Not Used Yet
QuickCall only Folder
Category Sub-Type
S
S
S
S
A16
A16
A16
A16
A16
A16
S
A16
S
D
S
S
N
A32
A32
A50
A20
N
S
N
N
N
N
D
S
S
D
S
S
D
S
S
S
A16
A40
A40
A16
A16
S
N
S
S
A16
SUPCATEG.NO
SUPCATEG.NO
Page
30
5.15 SUPFLDSL
Fields
SelNo
Selection
FldOrder
Flags
ExtraS1
ExtraS2
ExtraA1
-
Extra Fields Selection
Description
Type
Selection Number Primary Key S
Pulldown Entry
A16
Not Used Yet
S
Not Used Yet
S
Not Used Yet
S
Not Used Yet
S
Not Used Yet
A16
From
Table not used from 2003 onwards
Page
31
5.16 SUPFOLDR
Fields
Name
FolderNo
Description
Type
Type Number
Owner
Authorisation
AuthorDate
CreationDate
StartDate
ReviewDate
EndDate
Limit
Period1 Limit
Period2 Limit
Period 3 Limit
Period 4 Limit
Period 5 Limit
Period 6 Limit
Period 7 Limit
Period 8 Limit
Period 9 Limit
Period10 Limit
Period11 Limit
Period12 Limit
Period13 Limit
Approved
Allocated
Period1 Alloc
Period2 Alloc
Period 3 Alloc
Period 4 Alloc
-
Folder Control File
Description
Name of Folder
Number (Fxxxx_SUPEVENT)
Description
Type
A40
S
A250
A40
S
A8
A40
D
D
D
D
D
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
From
Page
32
Period 5 Alloc
Period 6 Alloc
Period 7 Alloc
Period 8 Alloc
Period 9 Alloc
Period10 Alloc
Period11 Alloc
Period12 Alloc
Period13 Alloc
Flags
ExtraS
ExtraA
ExtraD
ExtraN
2003… sType
sSourceFolder
sDefType
sDefStatus
sDefPriority
sDefSLA
sDefAction
szDefCustomer
szDefProdVers
szDefAssignee
Blue… sNoEMail
sSeparateEMail
sInternal
sIndependent
sRed
sGreen
sBlue
ITIL-Type
Defaults…..
E-Mail Disabled
Internal Only Folder
Customer/Contact Indep.
Colour
N
N
N
N
N
N
N
N
N
S
S
A40
D
N
S
S
S
S
S
S
S
A40
A33
A40
S
S
S
S
S
S
S
Page
33
5.17 SUPKBCLA
-
Fields
ClassNo
Symptom
Class
SubClass
Rating
SolutionId
Knowledgebase Keyword, symptom table
Description
Primary Key
Keywords/Symptom
Classification
Sub-Classification
Not Used Yet
Link to SUPKBSOL
Type
N
A250
A32
A32
S
N
From
SUPKBSOL.SOLUTIONNO
This Table is not used anymore!
Page
34
5.18 SUPKBSOL
Fields
SolutionNo
SourceRef
Problem
Solution
Link
UserTag
Flags
CreDate
Folder
sNo
sSourceType
sExtra1
szExtra1
2002… Symptom
Class
SubClass
Rating
2003… dScriptId
dProductId
dCustomerId
-
Knowledgebase & Call Solutions Table
Description
Primary Key
Call Reference
Kbase Problem
Kbase/Call Solution
Web Link
Created By
Internal Flags
Creation Date
Keywords
Not Used Yet
Type From
N
A16
SUPEVENT.REFERENCE
A250
LONG
A128
A8
S
D
S
S
S
S
A16
A250
A32
A32
S
N
N
N
Page
35
5.19 SUPMETAC
Fields
sId
sWidth
sX
sY
szPrompt
sFlags
szDefault
szHelp
sExtra1
sExtra2
SzExtra
-
Default Data Dictionary
Description
Primary Key
Dialog Field Width
Dialog X Coordinate
Dialog Y Coordinate
Alternative Prompt
Internal Flags
Default Field Value
Field Help String
HTML Width
Table Id
Authorisation User Tag
Type
S
S
S
S
A30
S
A30
A128
S
S
A30
From
Page
36
5.20 SUPNOTES
Fields
Id
FromUser
ToUser
Ref
MsgSubject
MsgDate
MsgHours
MsgMins
BrDate
BrHours
BrMins
Message
SType
SFlags
SzTopic
szAttribute1
szAttribute2
szAttribute3
szAttribute
szAttribute5
sFolder
sExtra1
-
Noticeboard
Description
Primary Key
From:
To:
Call Reference
Subject
Date
Time Hours
Time Mins
Not Used Yet
Not Used Yet
Not Used Yet
Description
Extra Fields
Extra Fields
Extra Fields
Extra Fields
Extra Fields
Not Used Yet
Not Used Yet
Type
S
A40
A40
A16
A250
D
S
S
D
S
S
LONG
S
S
A40
A25
A25
A25
A25
A25
S
S
Page
37
sExtra2
ExtDate1
ExtHours1
ExtMins1
ExtDate2
ExtHours2
ExtMins2
szExtra
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
S
D
S
S
D
S
S
A40
Page
38
5.21 SUPOPPOR
-
Fields
DOpportunityId
szTitle
dContact
CustomerRef
szContact
dtCreDate
dtSchDate
dtCompDate
sSalesStage
sFlags
szTerritory
szAccManager
SzAuthor
DPotRevenue
SConfidence
DExpRevenue
SClosed
SArchived
SzSource
SzLossProduct
SzLossCompetitor
Sales Opportunity Table
Description
Primary Key
Description of Sales
Primary Contact Id
Customer Reference
Name of Primary Contact
Date Created
Milestone Date
Sales Completion Date
Stage in Sales Cycle
Internal Flags
Territory
Account Maganer
Creator
Potential Revenue
Confidence Factor %
Expected Revenue
Completed
Archived
Source of Opportunity
Not Used Yet
Not Used Yet
Type
N
A250
N
A40
A40
D
D
D
S
S
A20
A40
A8
N
S
N
S
S
A250
A40
A40
From
SUPCCONT.DID
SUPCUST.REFERENCE
SUPCATEG.NO
SUPUSER.
SUPUSER.NAME
SUPUSER.TAG
Page
39
szResult
MProblem
MSolution
MValue
MContacts
mCompetitors
mConclusion
mSales
szAttribute1
szAttribute2
szAttribute3
szAttribute4
szAttribute5
dCostOfSale
dDiscount
dTaxRate
dShipping
dTotal
szReason
szQuotation
sExtra1
sExtra2
szExtra1
szExtra2
dtExtra1
dtExtra2
Win/Loss?
Problem
Solution
Value to Company
List of Contact Ids
Not Used Yet
Conclusion
Extra Field
Extra Field
Extra Field
Extra Field
Extra Field
Cost of Sale
Discount Value
Tax Rate
Shipping Value
Total
Quotation No
1=Tax On Shipping
A32
LONG
LONG
LONG
LONG
LONG
LONG
LONG
A25
A25
A25
A25
A25
N
N
N
N
N
A250
A32
S
S
A40
A40
D
D
Page
40
5.22 SUPPROD
-
Fields
Reference
Name
Description
CreationDate
Status
Price
AnalysisDate
Supplier
Manufacturer
Maintenance Co.
Extra1
Extra2
Flags
Extra1S
Extra2S
Extra2A
ExtraD
Attribute1
Attribute2
Attribute3
Attribute4
Attribute5
sNo1
Product Table
Description
Type
Product Reference Primary Key A16
Product Name
A40
Description
A250
Creation Date
D
Status
A16
Price
N
Analysis Date
D
Supplier
A40
Manufacturer
A40
Maintenance
A40
Not Used Yet
A16
Folder Number
S
Internal Flags
S
Service Level
S
Internal Flags
S
Product Type
A16
Not Used Yet
D
Extra Field
A25
Extra Field
A25
Extra Field
A25
Extra Field
A25
Extra Field
A25
Call Limit
S
From
SUPFOLDR.FOLDERNO
SUPCATEG.NO
Page
41
sNo2
sNo3
dNo1
dNo2
dNo3
dId
dIdParent
8.70… szFolders
2002… dRatePerHour
dRatePerDay
szEMail
sNoInStock
sNoUsedSold
sReorderLimit
sReorderAmount
dScriptId
Bue… sArchived
szFileName
# of Licences
Assignee Id
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Auditor exe name
S
S
N
N
N
N
N
A120
N
N
A50
S
S
S
S
N
S
A120
Page
42
5.23 SUPPURCH
Fields
DPurchaseId
dSource
sType
ProductRef
VersionRef
szName
sQuantity
sReceived
dUnitPrice
dGross
dDiscount
dPotential
dtDate
szType
szNote
szAuthor
sFlags
sExtra1
sExtra2
nExtra1
nExtra2
szExtra1
szExtra2
dtExtra
-
Sales Opportunity Purchases
Description
Primary Key
Type
N
N
0=Opportunity Purchase
S
Product Reference
A16
Product Version Reference
A16
Not Used Yet
A40
Number of Products Purchased S
Not Used Yet
S
Unit Price for each Product
N
Number of Products*Unit Price N
Discount
N
Gross-Discount
N
Creation Date
D
Source of Purchase
A16
Description
A250
Creator
A8
Internal Flags
S
Not Used Yet
S
Not Used Yet
S
Not Used Yet
N
Not Used Yet
N
Not Used Yet
A16
Not Used Yet
A16
Not Used Yet
D
From
SUPOPPOR.DOPPORTUNITYID
SUPPROD.REF
SUPVERS.REF
SUPPROD.PRICE
SUPUSER.TAG
Page
43
5.24 SUPREPLB
Fields
ReportName
FileName
Directory
RepDate
RepHours
RepMins
sSchedule
sFlags
sGroup
szSubGroup
SSchRate
SSchHours
SschMins
DtSchDate
SSchDays
s1Extra
s2Extra
szExtra
dtExtra
sExtraHours
sExtraMins
-
Report Library
Description
Name of Report
Crystal Report Name
Directory
Date
Hours
Mins
Scheduled Rate
Report Grouping
Not Used Yet
Scheduling Fields…
1=Invisible
1=Landscape
Type
A120
A250
A250
D
S
S
S
S
S
A40
S
S
S
D
S
S
S
A40
D
S
S
Page
44
5.25 SUPREPLY
-
Call Notes Table
Same structure for HIST_SUPREPLY, Fxxxx_SUPREPLY etc. Child Table under each occurance of
SUPEVENT
Fields
EventRef.
ReplyNo
Respondent
CreDate
Time-hours
Time-minutes
CatType
CatStatus
CatPriority
Application
Document
Reply
SLA
Filler1
Filler2
Description
Type
A8
Unique Reply Number per Call S
Creator Tag
A8
Creation Date
D
Creation Hours
S
Creation Mins
S
Type
S
Status
S
Priority
S
I=Internal
A8
Not Used Anymore
A12
Note Text
LONG
Level
S
JobTime Hrs
S
JobTime Mins
S
From
SUPEVENT.REFERENCE
SUPUSER.TAG
SUPCATEG. NO
SUPCATEG.NO
SUPCATEG.NO
SUPCATEG.NO
Page
45
5.26 SUPREPRT
Fields
Title
Categories
Customers
Products
Users
Sort Field1
Sort Field2
Sort Field 3
Sort Field 4
Sort Field 5
Sub Totals
Grand Total
Page Feeds
Date MoreLess
DateNo
Date DMY
Date from
Date to
Date ForNo
Orientation
Include Fields
Filler1
User Tag
FolderNo
Flags
Extra1
-
Call Report Designer Table
Description
Type
Name of Report
A60
List of Category Numbers (1|4|..)LONG
List of Customer References
LONG
List of Product References
LONG
List of User Tags
LONG
A10
A10
A10
A10
A10
S
S
S
S
S
S
D
D
S
Portrait or Landscape
S
Fields to Include across report LONG
Date Selection Type
S
Creator
A8
S
S
Live or History
S
From
SUPCATEG.NO
SUPCUST.REFERENCE
SUPPROD.REFERENCE
SUPUSER.TAG
SUPUSER.TAG
Page
46
Extra2
Customer Ref
Blue… sDatabase
Table Id
sSearchField Search Field Id
szSearchOp
szSearchValue
A16
S
S
A10
A60
Page
47
5.27 SUPSYST
Fields
Id
Item
Flags
-
SupportDesk System Table
Description
Primary Key
Setting
Not Used Yet
Type
S
A40
S
Page
48
5.28 SUPUSERS
Fields
Tag
Name
Pos
Narrative
CreDate
Logon
Password
Priviledge
Enabled
Active
FolderNo
Location
Department
Manager
-
SupportDesk Users Table
Description
Primary Key
Name
Position
Narrative
Creation Date
User Name Logon
Password
Supervisor/Support/Analyst..
Windows Enabled
Whether Logged in
Folder
Location/Territory
Department
Manager Tag
Type
A8
A32
A32
A60
D
A8
A8
S
S
S
S
A40
A40
A8
From
Page
49
Email
ViewName
CustRef
NetFlags
NetAddr
NetHost
NetUser
DtEnter
TmEnterHours
TmEnterMins
DtLeave
TmLeaveHours
tmLeaveMins
dtAStart
tmAStartHours
tmAStartMins
dtAStop
tmAStopHours
tmAStopMins
szExtra1
sExtra1
dId
2002… szFolders
dRatePerHour
dRatePerDay
szAddress1
szAddress2
szAddress3
szAddress4
szAddress5
szFax
szPhone1
szPhone2
szMobile
dId2
szSmtpAccount
szSmtpPassword
szPop3Account
szPop3Password
Blue… szDeptLockIn
sArchived
E-Mail address
Initial View
Customer From
Internal Flags
Not Used Anymore
Not Used Anymore
Not Used Anymore
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Not Used Yet
Dictionary
Call Limit
First/Second Line Support
Unique Id
A50
A60
A16
S
A64
A64
A64
D
S
S
D
S
S
D
S
S
D
S
S
A16
S
N
A120
N
N
A40
A40
A40
A40
A40
A20
A20
A20
A20
N
A40
A40
A40
A40
A40
S
SUPCUST.REFERENCE
Page
50
5.29 SUPVERS
Fields
ProductRef
VersionRef
Environment
CreationDate
Description
Status
Price
AnalysisDate
Extra1
Extra2
Modifications
sArchived
Attribute1
Attribute2
Attribute3
Attribute4
Attribute5
sNo1
dNo1
dId
2003.. dScriptId
-
Product Versions Table
Description
Primary Key
Primary Key
Creation Date
Description
Status
Price
Analysis Date
Not Used Yet
Internal Flags
Mods
1=Archived
Extra Fields
Extra Fields
Extra Fields
Extra Fields
Extra Fields
Not Used Yet
Not Used Yet
Unique Id
Not Used Yet
Type
A16
A16
A16
D
A250
A16
N
D
A16
S
A250
S
A25
A25
A25
A25
A25
S
N
N
N
From
SUPPROD.REFERENCE
Page
51
5.30 SUPVIEW
-
SupportDesk View Definition Table
Same structure for Private Views <SUPUSERS.TAG>_SUPVIEW
Field
Title
Categories
Customers
Products
Users
SelText
SearchText
DateMoreLess
DateNo
DateDMY
Datefrom
Dateto
DateForNo
Extra1
Extra2
DateType
KbaseSearch
KbaseKeywords
KbaseOr
Extra3
Extra4
IncludeFields
2003… sTable
Description
Whether a selection in op.
Search Text
Date Search Type
Date period no
Days, Months, Years,…
From
To
For how long
Internal Flags
Not used yet
Open, Closed, Still Open,…
Kbase Search
Kbase Keywords
And/Or
Which Database
Folder No
Fields to Include
Type From
A60
LONG
LONG
LONG
LONG
S
A60
S
S
S
D
D
S
S
A16
S
S
LONG
S
S
S
LONG
S
Page
52

SupportDesk System Architecture - House-on-the-Hill

Transcription

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