XWiki Help Desk Data Model
Proposal of a preliminary data model/
The terms "Issue" and "IssueLog" are used preferably to "Question" and "Answer" since the help desk concepts are very close to the ones of an issue tracker, and using a common data model for both may be handy.
| Issue |
|---|
| Title |
| Description |
| Language |
| Environment |
| Created |
| Updated |
| Due |
| Reporter |
| Status (unconfirmed, new, assigned, resolved, verified, reopened, closed) |
| Severity (only for the issue tracker): Blocker, Critical, Major, Minor, Trivial, Enhancement |
| Resolution (fixed, duplicate, worksforme, wontfix, invalid) |
| Priority |
| Assignee |
| Project |
| Product |
| Attachments |
| ParentIssue |
| IssueLog |
|---|
| ParentIssue |
| ParentLog |
| Language |
| Content |
| Created |
| Updated |
| Author |
| Attachments |
| User |
|---|
| Expertise |
| Configurations |
| Profile |
| Configuration |
|---|
| SoftwareConfiguration |
| HardwareConfiguration |
| Description |
Other data models
Bugzilla
- Bug lifecycle: http://www.bugzilla.org/docs/3.0/html/lifecycle.html (status: unconfirmed, new, assigned, resolved, verified, reopened, closed. Possible resolutions: fixed, duplicate, worksforme, wontfix, invalid)
- Data model: http://www.ravenbrook.com/project/p4dti/tool/cgi/bugzilla-schema/
JIRA
Request Tracker
