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Managed Entity and Task Resource ModelsExample of the JSON representation of a ticket:
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- Submitted
- Rejected
- Acknowledged
- In Progress
- Resolved
- Closed
- Cancelled
State | Description |
Submitted | The initial state of a Trouble Ticket when created by a TT originator. |
Acknowledged | The Trouble Ticket was accepted and allocated a unique Trouble Ticket ID by the TT handler. |
In Progress | The Trouble Ticket was validated by the TT handler and is being processed. |
Resolved | The Fault indicated in the Trouble Ticket was corrected by the TT handler and acknowledgement is awaited from its originator. |
Closed | The Trouble Ticket's originator has acknowledged the 'Resolved' state of the TT, or the timeframe for acknowledgement has passed without response from TT originator. |
Rejected | The Trouble Ticket was rejected because it: - is not submitted
- provides invalid information
- fails to meet the Business Rules in respect of the Product which originator is raising a Trouble Ticket against
- is otherwise defective
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In Progress - Pending | TT handler is awaiting further confirmation on details of a Fault from originator before it can progress the Fault. An example is where Appointment information is required. |
In Progress - Held | TT handler is confirming further details internally before completing a Trouble Ticket. An example is where TT handler for network infrastructure spare parts to progress with the Fault rectification. |
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UML model
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Notification Resource Models
Following the available event types for ticketing:
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UML Model:
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Ticket Status Change NotificationDecision was made to accept customer complaint and withdraw disputed charges.
{ "eventType": "TicketStatusChangeNotification", "eventTime": "2014-09-27T05:46:25.0Z", "eventId": "92445", "event": { "ticket": { "id": "1", "correlationId": "TT53482", "description": "Customer complaint over last invoice.", "severity": "Urgent", "type": "Bills, charges or payment", "creationDate": "2013-07-23T08:16:39.0Z", "targetResolutionDate": "2013-07-30T10:20:01.0Z", "status": "Resolved", "subStatus": "", "statusChangeReason": "Waiting for invoicing expert.", "statusChangeDate": "2013-07-25T08:55:12.0Z", "relatedParty": [ { "href": "/customer/1234", "role": "Originator" }, { "href": "/operator/1234", "role": "Owner" }, { "href": "Roger Collins", "role": "Reviser" } ], "relatedObject": [ { "involvement": "Disputed", "reference": "/invoice/1234" }, { "involvement": "Adjusted", "reference": "/invoice/5678" } ], "note": [ { "date": "2013-07-24T09:55:30.0Z", "author": "Arthur Evans", "text": "Already called the expert" }, { "date": "2013-07-25T08:55:12.0Z", "author": "Arthur Evans", "text": "Informed the originator" } ] } } } |
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Ticket Change NotificationCall with customer clarifies that dispute relates to another invoice than initially understood.
{ "eventType": "TicketChangeNotification", "eventTime": "2014-09-27T05:46:25.0Z", "eventId": "8976", "event": { "ticket": { "id": "1", "correlationId": "TT53482", "description": "Customer complaint over last invoice.", "severity": "Urgent", "type": "Bills, charges or payment", "creationDate": "2013-07-23T08:16:39.0Z", "targetResolutionDate": "2013-07-30T10:20:01.0Z", "status": "Resolved", "subStatus": "", "statusChangeReason": "Wrong invoice.", "statusChangeDate": "2013-07-25T13:35:12.0Z", "relatedParty": [ { "href": "/customer/1234", "role": "Originator" }, { "href": "/operator/1234", "role": "Owner" }, { "href": "Roger Collins", "role": "Reviser" } ], "relatedObject": [ { "involvement": "Disputed", "reference": "/invoice/1234" }, { "involvement": "Adjusted", "reference": "/invoice/4518" } ], "note": [ { "date": "2013-07-24T09:55:30.0Z", "author": "Arthur Evans", "text": "Already called the expert" }, { "date": "2013-07-25T08:55:12.0Z", "author": "Arthur Evans", "text": "Informed the originator" } ] } } } |
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Ticket Clearance Request NotificationAs a result of disputed charges withdrawal, ticket is assumed to be resolved. Notification asks Ticket requester to confirm resolution (by setting status to "Closed").
{ "eventType": "TicketClearanceRequestNotification", "eventTime": "2014-09-27T05:46:25.0Z", "eventId": "8976", "event": { "ticket": { "id": "1", "correlationId": "TT53482", "description": "Customer complaint over last invoice.", "severity": "Urgent", "type": "Bills, charges or payment", "creationDate": "2013-07-23T08:16:39.0Z", "targetResolutionDate": "2013-07-30T10:20:01.0Z", "status": "Resolved", "subStatus": "", "statusChangeReason": "Customer dispute resolved.", "statusChangeDate": "2013-07-25T13:35:12.0Z", "relatedParty": [ { "href": "/customer/1234", "role": "Originator" }, { "href": "/operator/1234", "role": "Owner" }, { "href": "Roger Collins", "role": "Reviser" } ], "relatedObject": [ { "involvement": "Disputed", "reference": "/invoice/1234" }, { "involvement": "Adjusted", "reference": "/invoice/4518" } ], "note": [ { "date": "2013-07-24T09:55:30.0Z", "author": "Arthur Evans", "text": "Already called the expert" }, { "date": "2013-07-25T08:55:12.0Z", "author": "Arthur Evans", "text": "Informed the originator" } ] } } } |
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Information Required NotificationCall with customer clarifies that dispute relates to another invoice than initially understood.
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