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IT helpdesk and service desk database schema

An internal service desk modelled properly: a service catalogue, incidents and requests, ordered approval chains, change requests with risk and rollback plans, linked assets, versioned knowledge base articles, SLA clocks that pause, and satisfaction ratings.

IT Helpdesk ER diagram

IT helpdesk and service desk database schema n1 n1 n1 n1 n1 n1 n1 n1 n1 n1 n1 n1 n1 n1 n1 11 n1 n1 n1 n1 n1 n1 n1 n1 11 n1 n1 users idBIGINT employee_numberVARCHAR display_nameVARCHAR emailVARCHAR departmentVARCHAR manager_user_idBIGINT locationVARCHAR is_agentBOOLEAN agent_teamVARCHAR timezoneVARCHAR is_activeBOOLEAN created_atDATETIME service_catalog_ite… idBIGINT item_codeVARCHAR nameVARCHAR categoryVARCHAR descriptionTEXT request_formJSON default_teamVARCHAR default_priorityVARCHAR sla_policy_idBIGINT requires_approvalBOOLEAN is_publishedBOOLEAN assets idBIGINT asset_tagVARCHAR asset_kindVARCHAR nameVARCHAR serial_numberVARCHAR owner_user_idBIGINT locationVARCHAR environmentVARCHAR statusVARCHAR tickets idBIGINT ticket_numberVARCHAR ticket_typeVARCHAR catalog_item_idBIGINT requester_user_idBIGINT assigned_agent_idBIGINT assigned_teamVARCHAR subjectVARCHAR descriptionTEXT statusVARCHAR priorityVARCHAR impactVARCHAR urgencyVARCHAR sla_policy_idBIGINT parent_ticket_idBIGINT kb_article_idBIGINT resolution_notesTEXT opened_atDATETIME first_responded_atDATETIME resolved_atDATETIME closed_atDATETIME reopen_countSMALLINT ticket_assets ticket_idBIGINT asset_idBIGINT relationVARCHAR linked_atDATETIME linked_by_agent_idBIGINT ticket_approvals idBIGINT ticket_idBIGINT step_numberSMALLINT approver_user_idBIGINT approver_roleVARCHAR statusVARCHAR decided_atDATETIME decision_commentVARCHAR due_atDATETIME delegated_from_us…BIGINT change_requests idBIGINT ticket_idBIGINT change_typeVARCHAR risk_levelVARCHAR impact_summaryTEXT implementation_pl…TEXT rollback_planTEXT test_planTEXT scheduled_startDATETIME scheduled_endDATETIME actual_startDATETIME actual_endDATETIME outcomeVARCHAR post_review_notesTEXT sla_policies idBIGINT policy_codeVARCHAR nameVARCHAR applies_to_priori…VARCHAR first_response_mi…INTEGER resolution_minutesINTEGER business_hours_on…BOOLEAN business_day_startTIME business_day_endTIME pauses_on_pending…BOOLEAN pauses_on_pending…BOOLEAN is_activeBOOLEAN ticket_sla_clocks idBIGINT ticket_idBIGINT metricVARCHAR sla_policy_idBIGINT target_minutesINTEGER started_atDATETIME due_atDATETIME stopped_atDATETIME elapsed_minutesINTEGER paused_minutesINTEGER stateVARCHAR breached_atDATETIME sla_pause_periods idBIGINT clock_idBIGINT reasonVARCHAR paused_atDATETIME resumed_atDATETIME paused_minutesINTEGER triggered_by_user…BIGINT kb_articles idBIGINT article_keyVARCHAR titleVARCHAR categoryVARCHAR published_version…BIGINT owner_user_idBIGINT visibilityVARCHAR view_countINTEGER helpful_countINTEGER review_due_onDATE created_atDATETIME kb_article_versions idBIGINT article_idBIGINT version_numberINTEGER titleVARCHAR bodyMEDIUMTEXT change_summaryVARCHAR author_user_idBIGINT statusVARCHAR published_atDATETIME created_atDATETIME satisfaction_ratings idBIGINT ticket_idBIGINT rated_by_user_idBIGINT scoreSMALLINT commentVARCHAR agent_idBIGINT sla_metBOOLEAN submitted_atDATETIME

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