supportcase
Logs customer support cases, including issue descriptions, statuses, resolutions, and assigned agents.
Columns
| Name | Type | References | Description |
| id [KEY] | Integer | A unique numeric identifier for the case record within the system. | |
| assigned | String | The individual or group to whom the case is assigned for resolution. | |
| casenumber | String | The unique case number or identifier assigned to the support case. | |
| company | String | The company associated with the support case. | |
| datecreated | Date | The date and time when the support case was created. | |
| escalateto | String | The user or department to escalate the case for further review or handling. | |
| externalid | String | An external identifier used to link the case to other systems or references. | |
| helpdesk | Boolean | Specifies whether the case is flagged for help desk support handling. | |
| initialresponsetime | Double | The time taken to provide the first response to the customer (in minutes). | |
| isinactive | Boolean | Specifies whether the case record is marked as inactive or closed. | |
| issue | String | The primary issue or problem described in the case. | |
| issues | String | Additional issues or related problems documented in the case. | |
| item | String | The specific product or service associated with the case. | |
| lastcustomermessagereceived | Date | The date when the last message was received from the customer. | |
| origin | String | The source or channel through which the case was initiated (for example, phone, email, or web). | |
| priority | String | The priority level assigned to the case (for example, low, medium, or high). | |
| profile | String | The customer or company profile associated with the case. | |
| serialnumber | String | The serial or lot number associated with the item involved in the case. | |
| solutions | String | The proposed or implemented solutions for resolving the case. | |
| startdate | Date | The date when the incident or issue originally occurred. | |
| status | String | The current status of the case (for example, open, resolved, or pending). | |
| subsidiary | String | The subsidiary or business unit associated with the case. | |
| supportfirstreply | Date | The date when the support team provided the first response to the case. | |
| timeelapsed | Double | The total time elapsed since the case was created (in minutes). | |
| timeonhold | Double | The total time the case was placed on hold (in minutes). | |
| timeopen | Double | The total time the case has been actively worked on (in minutes). | |
| timetoassign | Double | The amount of time taken to assign the case to a responsible party (in minutes). | |
| timetoclose | Double | The total time taken to resolve and close the case (in minutes). | |
| title | String | The brief description or title summarizing the issue being reported. |