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Ticket types in the database

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Updated March 6, 2018


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.


WHD 12.x


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

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

See the Web Help Desk REST API Guide for details.



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