Data Stores

The app uses the following data stores:

1. Azure Storage Account

   • [Table] Stores the ticket information created by end user and managed by SMEs.
   • [Table] Stores information of on call experts.
   • [Table] Stores card configuration details.
   • [Table] Stores the maximum ticket id.

2. Azure Search service list item index

   • Search service to query data related to tickets from Azure storage.

All these resources are created in your Azure subscription. None are hosted directly by Microsoft.

Storage account

TicketDetail Table

The TicketInfo table stores data about the ticket information created by end user and managed by SMEs. Each row in the table has the following columns:

Attribute	Comment
PartitionKey	This represents the partition key of the azure storage table - Constant- [Ticket]
RowKey	Represents the unique ticket id of each row.
TicketId	Represents the unique ticket id of each row.
CreatedOn	Contains the date time of Ticket creation.
CreatedByUserPrincipalName	The email address of the end user who created ticket.
CreatedByObjectId	The AAD Object Id of user who created ticket.
RequesterName	The name of the requester.
LastModifiedOn	Last date time on which ticket was updated.
LastModifiedByName	Name of the user who last updated ticket.
LastModifiedByObjectId	The AAD Object Id of user who created ticket.
AssignedToName	The email address of the user to whom Ticket is assigned.
AssignedOn	Contains the date time on which Ticket is assigned to SME.
AssignedToObjectId	The AAD Object Id of user to whom ticket is assigned.
ClosedByName	The email address of the user who closed Ticket.
ClosedOn	The date time on which Ticket is closed.
ClosedByObjectId	The AAD Object Id of user who closed the ticket.
TicketStatus	value: 0 = Unassigned / 1 = Assigned/ 2 = Closed/ 3 = Withdrawn
Title	Ticket title provided by end user.
Description	The description text that is written by the end user.
Severity	Integer type: 0 = Normal / 1 = Urgent.
RequestType	The severity of the ticket Id.
IssueOccuredOn	User provided date on which issue was first noticed.
RequesterConversationId	The conversationId of the 1:1 chat between the end user and the Remote Support bot.
RequesterTicketActivityId	The activityId when the new Ticket adaptive card is posted in the personal scope.
SmeConversationId	The conversationId in the SME team channel at the time a new Ticket is created.
SmeTicketActivityId	The activityId when the new Ticket adaptive card is posted in the SME team channel.
AdditionalProperties	The ticket additional properties.
CardId	The new card Id.

OnCallSupportDetail table

Attribute	Comment
Partition Key	This represents the partition key of the azure storage table - Constant - "OnCallSMEMetadata".
Row Key	On call support Id which is unique identifiers of the row.
OnCallSMEs	String of object id of on call experts.
ModifiedByName	The name of the SME user who recently updated on call experts list.
ModifiedByObjectId	The AAD Object id of the SME user who recently updated on call experts.
ModifiedOn	The date time on which on call experts list was updated.

CardConfiguration table

Attribute	Comment
Partition Key	This represents the partition key of the azure storage table - Constant - "Card".
Row Key	Card Id as GUID to uniquely identifies the Card.
TeamId	Id of the team in which card configuration created.
TeamLink	URL of the expert team.
CreatedOn	Card creation date.
CreatedByUserPrincipalName	The user principal name (UPN) of the user that created the ticket.
CreatedByObjectId	The Azure Active Directory objectId of user who created ticket.
CardTemplate	adaptive card items json properties.

TicketIdGenerator table

Attribute	Comment
Partition Key	This represents the partition key of the azure storage table - Constant - "TicketIdGeneratorPartitionKey".
MaxTicketId	The ticket id of the created ticket.