Wiki source code of Help Desk Data Model
Last modified by Vincent Massol on 2024/11/19 16:12
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| author | version | line-number | content |
|---|---|---|---|
| 1 | = XWiki Help Desk Data Model = | ||
| 2 | |||
| 3 | Proposal of a preliminary data model/ | ||
| 4 | |||
| 5 | 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. | ||
| 6 | |||
| 7 | |=Issue | ||
| 8 | |Title | ||
| 9 | |Description | ||
| 10 | |Language | ||
| 11 | |Environment | ||
| 12 | |Created | ||
| 13 | |Updated | ||
| 14 | |Due | ||
| 15 | |Reporter | ||
| 16 | |Status (unconfirmed, new, assigned, resolved, verified, reopened, closed) | ||
| 17 | |Severity (only for the issue tracker): Blocker, Critical, Major, Minor, Trivial, Enhancement | ||
| 18 | |Resolution (fixed, duplicate, worksforme, wontfix, invalid) | ||
| 19 | |Priority | ||
| 20 | |Assignee | ||
| 21 | |Project | ||
| 22 | |Product | ||
| 23 | |Attachments | ||
| 24 | |ParentIssue | ||
| 25 | |||
| 26 | |=IssueLog | ||
| 27 | |ParentIssue | ||
| 28 | |ParentLog | ||
| 29 | |Language | ||
| 30 | |Content | ||
| 31 | |Created | ||
| 32 | |Updated | ||
| 33 | |Author | ||
| 34 | |Attachments | ||
| 35 | |||
| 36 | |=User | ||
| 37 | |Expertise | ||
| 38 | |Configurations | ||
| 39 | |Profile | ||
| 40 | |||
| 41 | |=Configuration | ||
| 42 | |SoftwareConfiguration | ||
| 43 | |HardwareConfiguration | ||
| 44 | |Description | ||
| 45 | |||
| 46 | |=Product | ||
| 47 | |||
| 48 | == Other data models == | ||
| 49 | |||
| 50 | === Bugzilla === | ||
| 51 | |||
| 52 | * 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) | ||
| 53 | * Data model: http://www.ravenbrook.com/project/p4dti/tool/cgi/bugzilla-schema/ | ||
| 54 | |||
| 55 | === JIRA === | ||
| 56 | |||
| 57 | * JIRA data model: http://confluence.atlassian.com/display/JIRA/Database+Schema | ||
| 58 | * Architectural overview: http://confluence.atlassian.com/display/JIRA/JIRA+Architectural+Overview | ||
| 59 | * JIRA as a support system: http://confluence.atlassian.com/display/JIRA/JIRA+as+a+support+system | ||
| 60 | * JIRA documentation home: http://confluence.atlassian.com/display/JIRA/Home | ||
| 61 | |||
| 62 | === Request Tracker === | ||
| 63 | |||
| 64 | * http://wiki.bestpractical.com/view/DBSchema | ||
| 65 | * Workflow example: http://wiki.bestpractical.com/view/WorkFlow | ||
| 66 | * API: http://wiki.bestpractical.com/view/ObjectModel |
