SQL Server Storage Database

The following diagram shows the tables that will be created in the SQL Server database with the standard SQL Server plugin. An explanation of each of the tables is detailed in the following pages.

SQL Server Tables

Session Table

This table is the root of all information inserted into the database. Each row represents a Bomgar session.

id An auto-incrementing number that uniquely identifies this field in the database.
lsid An alphanumeric identification which uniquely identifies this session.
type The type of session. Currently, support is the only value supported.
start_time The time at which the session began either by the customer’s running the customer client or by the representative’s initiating a Jump session. Date is returned in UTC format.
end_time The time at which the session ended by the representative’s closing the session. Date is returned in UTC format. This field will be empty for sessions which are still in progress when the data was extracted or which closed abnormally.
duration Session length in HH:MM:SS format.
file_transfers The number of file transfers which occurred during the session.
host_name The hostname of the Bomgar support site through which the session occurred.
external_key An arbitrary string that can link this session to an identifier on an external system, such as a help desk ticket ID. This can be input from within the representative console or defined programmatically.
public_site_id The identification of the site. This defaults to 1.
public_site_name The name of the Bomgar site. Unless set, this contains the value Default.
lseq

An incrementing number used to represent support sessions in a non-string format.

Note: The LSEQ element is not guaranteed to be unique or strictly sequential.

Session_Event Table

This table links to the session table via the session_id field. Each row in this table represents a session event that took place during this session. Sessions can have multiple session events.

id An auto-incrementing number that uniquely identifies this field in the database.
session_id The ID of the session in which this event occurred. This field links a session_event row to a session row.
type

The type of event that occurred. Event types include:

Callback Button Deployed Registry Exported
Callback Button Removed Registry Imported
Chat Message Registry Key Added
Command Shell Session Started Registry Key Deleted
Conference Member Added Registry Key Renamed
Conference Member Departed Registry Value Added
Conference Member State Changed Registry Value Deleted
Conference Owner Changed Registry Value Modified
Customer Exit Survey Registry Value Renamed
Directory Created Remote Shell Session Started
External Key Representative Exit Survey
File Deleted Service Access Allowed
File Download Session Assigned
File Download Failed Session Assignment Response
File Moved Session End
File Upload Session Note Added
File Upload Failed Session Start
Files Shared Show My Screen Recording
Legal Agreement Response System Information Retrieved
event_time The time at which the event occurred. The time is returned in UTC format.
performed_by The name of the entity that performed the action.
performed_by_type The type of entity that performed the action, indicating whether this action was performed by the System, a Customer, or a Representative.
destination The name of the entity to whom this action was directed.
destination_type The entity to which the event was directed, indicating whether this action was directed to the System, a Customer, or a Representative.

Session_Event_Data Table

This table links to the session_event table via the session_event_id field. Each row in this table represents a single key-value pair associated with a particular session event. Session events can have multiple key-value pairs.

id An auto-incrementing number that uniquely identifies this field in the database.
session_event_id The ID of the session event to which this key-value pair belongs. This field links a session_event_data row to a session_event row.
name The key of this field.
value The value of this field.

System_Information Table

This table links to the session_event table via the session_event_id field. Each row in this table represents multiple categories of system information collected per a session_event.

Note: System information is logged only when pulled automatically at the beginning of the session and not when specifically requested by the representative. This is to prevent overload with the large amount of dynamic data that can be retrieved from the remote system.

id An auto-incrementing number that uniquely identifies this field in the database.
session_event_id The ID of the session event to which this system information belongs.
category The type of system information. Types include categories, such as the following: General, Memory, Drives, Processes, Events, Network, and Programs. There are additional categories available. The category is based on the remote operating system.
information Contains multiple <field> elements, each of which contains a descriptor for the specific data field. For example, the Drives category would have <field> elements Drive, Type, Percent Used, etc.

Representative Table

This table links to the session table via the session_id field. Each row in this table represents a representative who participated in this session. Sessions can have multiple representative fields.

id An auto-incrementing number that uniquely identifies this field in the database.
gs_number Uniquely identifies the representative regarding his or her current connection to the Bomgar Appliance. A gsnumber is assigned on a per-connection basis, so if a representative leaves a session and then rejoins without logging out of the Bomgar Appliance, his or her gsnumber will remain the same. However, if the representative’s connection is terminated for any reason, when that representative logs back into the Bomgar Appliance, he or she will be assigned a new gsnumber. A gsnumber may be recycled, so while two people connected at the same time will never have the same gsnumber, one person may have a gsnumber that was assigned to another person in the past.
session_id The ID of the session in which this representative participated. This field links a representative row to a session row.
user_id The unique ID assigned to the representative.
user_name The username assigned to the representative.
display_name The private display name assigned to the representative. Note that this field contains the private display name’s value at the time of the session, which may not match the current value if the private display name has subsequently been changed.
public_display_name The public display name assigned to the representative. Note that this field contains the public display name's value at the time of the session, which may not match the current value if the public display name has subsequently been changed.
display_number The display number assigned to the representative. This is the display number at the time of the session and may not match the current value.
public_ip The representative’s public IP address.
private_ip The representative’s private IP address.
is_owner Integer value (1 or 0) indicating whether the representative was an actual owner of the session or was merely a conference member.
is_primary Integer value (1 or 0) indicating if the representative was the final representative to own the session.
duration Integer value indicating the number of seconds the representative was involved in this support session.
host_name The hostname of the representative's computer.
operating_system The operating system of the representative's computer.

Customer Table

This table links to the session table via the session_id field. Each row in this table represents a customer who participated in this session. In the current Bomgar version, there will always be one customer field per session.

id An auto-incrementing number that uniquely identifies this field in the database.
session_id The ID of the session in which this customer participated. This field links a customer row to a session row.
gs_number Uniquely identifies the customer regarding his or her current connection to the Bomgar Appliance. A gsnumber may be recycled, so while two people connected at the same time will never have the same gsnumber, one person may have a gsnumber that was assigned to another person in the past. Can be used to correlate a <customer> element with a <primary_cust> or with an event’s <performed_by> or <destination> element.
issue The numeric ID of the issue or the representative which the customer selected from the dropdown of the issue submission form or which was designated programmatically.
issue_description The description of the problem as entered by the customer in the Describe Your Issue text area field of the issue submission form or as programmatically assigned.
display_name The display name is the name the customer provided in the issue submission form. If no name was provided, then this is populated with the name associated with the user logged into the customer's computer.
company_name The company name which the customer entered in the Company field on the issue submission form or which was programmatically assigned.
company_code The code which the customer entered in the Company Code field on the issue submission form or which was programmatically assigned.
public_ip The customer’s public IP address.
private_ip The customer’s private IP address.
rpat_support Integer value (1 or 0) indicating whether the customer session is provided via RPAT.
host_name The hostname of the customer's computer.
operating_system The operating system of the customer's computer.

Team Table

This table links to the session table via the session_id field. Each row in this table represents a support team queue to which this session was assigned. Sessions can have multiple team fields.

id An auto-incrementing number that uniquely identifies this field in the database.
session_id The ID of the session of which this team was an owner. This field links a team row to a session row.
team_id The unique ID assigned to this support team.
name The display name of the support team. Note that this field contains the team name as it currently appears, which may not match the value at the time of the session if the team name has been subsequently changed.
is_primary Integer value (1 or 0) indicating if this support team was the last team to which the session was transferred.

Custom Attribute Table

This table links to the session table via the session_id field. Each row in this table represents a custom attribute which was assigned to this session. Sessions can have multiple custom attribute fields.

id An auto-incrementing number that uniquely identifies this field in the database.
session_id The ID of the session to which this custom attribute was assigned. This field links a custom_attribute row to a session row.
display_name The display name of the custom attribute.
code_name The code name of the custom attribute.
value The value of the custom attribute. This may have been provided by the customer or assigned programmatically.