Tools

Ticket types in the database

Trying to produce an external report of the Solarwinds WHD platform utilizing the underlying PostgreSQL database. However, you are unable to identify which tickets are Service Requests, Problems or Incidents. This data does not seem to be included in the primary Job_Ticket table.

First published date

11/8/2018 3:29 PM

Last published date

11/8/2018 3:29 PM

Overview

This article describes how to produce an external report of the SolarWinds Web Help Desk (WHD) platform to identify which tickets are Service Requests, Problems or Incidents based on data in the PostgreSQL database. This data does not seem to be included in the primary Job_Ticket table.

Product section

Web Help Desk

Resolution

To determine if the ticket is a Service Request, Problem or Incident, use column "is_hot" in table job_ticket:

Values:
NULL or blank = Service Request
1 = Problem
2 = Incident

See the Web Help Desk REST API Guide for details.

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