| Model
|
Request ( requestId, requestStatus, requestor,
requestorPriority, requestorNotify, owner, ownerPriority,
requestDate, closedDate, isRecurring, fullyDispatched,
promisedDate, missedDateConsequences )
|
| Description
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Represents some desire of a user or employee for a change or
improvement. Includes bug reports, requests for hardware
or software acquisition or upgrade, and general requests.
Note that a request may result in no action, one action,
or several actions.
|
|
requestId
|
Uniquely identifies a request. Primary key. Domain: nonnegative
integers.
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|
requestStatus
|
In what state is this request? States are classified as `open'
if we're still working on it or `closed' if we're not. Domain:
RequestStatus
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|
requestor
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Who made this request? Reference to
Agent. Domain: same as Agent.agentId.
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|
requestorPriority
|
How urgent does the requestor consider this request? Domain:
RequestPriority
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|
requestorNotify
|
How involved does the requestor want to be with the progress
of the request? Domain:
{ notifyOnClose: send mail when the request is
resolved (default value);
doNotNotify: please honor the requestor's desire
to be left out of all future communication on this subject;
notifyAll: requestor would like to follow the
progress closely, so please copy them on all mail }
|
|
owner
|
What TCC employee is currently responsible for resolving this
request? Optional relationship to an Agent
representing a TCC employee. Domain: same as Agent.agentId;
can be null, and that state signifies an undispatched
request---which should be at least dispatched as soon as possible.
|
|
ownerPriority
|
How urgent does the owner consider this request? The owner
must consider the impact on the user community at large and
can freely change this priority to values higher or lower
than the requestorPriority. Domain:
RequestPriority.
|
|
requestDate
|
When was the request initiated? Domain: timestamp.
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|
closedDate
|
If this request is closed, when was its transition from open
to one of the closed states? Domain: timestamp; may be null
for open tickets.
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|
isRecurring
|
Has a TCC employee detected a recurring pattern to this
request? Domain: Boolean.
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|
fullyDispatched
|
Have all the issues in this request been addressed? In some
cases a request may raise several issues, and in those cases
this flag should not be set until all have been addressed.
Domain: Boolean.
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|
promisedDate
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Has some TCC employee promised resolution by a given date?
Domain: timestamp; may be null if there is no promised date.
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|
missedDateConsequences
|
What are the consequences of failing to resolve the request
by promisedDate? Domain: multiline text field;
may be empty.
|
