TroubleTicket

Extends

Entity

Field Required Nullable Type Description Constraints Example

@type

Yes

No

String

When sub-classing, this defines the sub-class Extensible name

@baseType

No

No

String

When sub-classing, this defines the super-class

@schemaLocation

No

No

String

A URI to a JSON-Schema file that defines additional attributes and relationships

id

No

No

String

Unique identifier

2d7ed5fd-9f62-4211-bc84-357f5f7b80f5

href

No

No

URI

Hyperlink reference

https://api.example.org/resource/id

name

No

No

String

Name of the trouble ticket, typically a short description provided by the user that create the ticket

description

No

No

String

Description of the trouble or issue

orderPostedDate

Yes

No

DateTime

Date when the order was posted by the requester

2023-01-01T08:00:00+01:00

severity

No

No

String

The severity of the issue. Indicate the implication of the issue on the expected functionality e.g. of a system, application, service etc.. Severity values can be for example : Critical, Major, Minor

ticketType

No

No

String

represent a business type of the trouble ticket e.g. incident, complain, request

attachment

No

No

array of AttachmentRefOrValue

File(s) attached to the trouble ticket. e.g. picture of broken device, scaning of a bill or charge

channel

No

No

ChannelRef

creationDate

No

No

DateTime

The date on which the trouble ticket was created

requestedResolutionDate

No

No

DateTime

The resolution date requested by the user

expectedResolutionDate

No

No

DateTime

The expected resolution date determined by the trouble ticket system

resolutionDate

No

No

DateTime

The date and time the trouble ticket was resolved

externalIdentifier

No

No

array of ExternalIdentifier

lastUpdate

No

No

DateTime

The date and time that the trouble ticket was last updated

note

No

No

array of TroubleTicketRemark

The note(s) that are associated to the ticket.

priority

No

No

String

The priority of the trouble ticket and how quickly the issue should be resolved. Example: Critical, High, Medium, Low. The value is set by the ticket management system considering the severity, ticket type etc…​

relatedEntity

No

No

array of RelatedEntityRefOrValue

An entity that is related to the ticket such as a bill, a product, etc. The entity against which the ticket is associated.

relatedParty

No

No

array of RelatedPartyOrPartyRole

The related party(ies) that are associated to the ticket.

status

No

No

TroubleTicketStatusType

statusChangeDate

No

No

DateTime

The date and time the status changed.

statusChangeMessage

No

No

array of Message

Message for the status change described as a combination of a text and a code.

statusChangeHistory

No

No

array of StatusChange

The status change history that are associated to the ticket. Populated by the server

troubleTicketRelationship

No

No

array of TroubleTicketRelationship

A list of trouble ticket relationships (TroubleTicketRelationship [*]). Represents a relationship between trouble tickets

troubleTicketCharacteristic

No

No

array of Characteristic

List of characteristics of the trouble ticket

troubleTicketJeopardyAlert

No

No

array of TroubleTicketJeopardyAlert

List of TroubleTicketJeopardyAlerts. A TroubleTicketJeopardyAlert represents a predicted exception during a trouble ticket processing that would brings risk to resolve successfully the trouble ticket.

troubleTicketMilestone

No

No

array of TroubleTicketMilestone

List of TroubleTicketMilestones. A TroubleTicketMilestone represents an action or event marking a significant change or stage in processing of a trouble ticket.

troubleTicketSpecification

No

No

TroubleTicketSpecificationRef

ticketIsChargingRelevant

No

No

Boolean

Boolean amended by the provider defining if the processing of the TroubleTicket is charging relevant

false