...
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
|
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. |
UML model
***REMOVE EVERYTHING AFTER THIS***
Notification Resource Models
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TMF REST | |
POST ticket | body : ticket |
GET ticket | {spec attr } |
HTTP response to GET | body : ticket |
TicketChangedNotification | body : ticket |
TicketStatusChangedNotification | body : ticket |
TicketStatusChangedNotification | body : ticket |
TicketStatusChangedNotification | body : ticket |
TicketClearanceRequestNotification | body : ticket |
PATCH on status ('resolved'->'closed') | body : ticket.status |
TicketStatusChangedNotification | body : ticket |
TicketStatusChangedNotification | body : ticket |
PATCH ticket | body : ticket attributes |
HTTP response to PATCH | body : ticket |
InformationRequiredNotification | body : free text + { spec attr } |
...
Ticket Status Change Notification
Decision 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"
}
]
}
}
} |
Ticket Change Notification
Call 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"
}
]
}
}
} |
Ticket Clearance Request Notification
As 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"
}
]
}
}
} |
Information Required Notification
Call with customer clarifies that dispute relates to another invoice than initially understood.
{
"eventType": "InformationRequiredNotification",
"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": "In Progress",
"subStatus": "Pending",
"statusChangeReason": " Wrong invoice reference number.",
"statusChangeDate": "2013-07-24T13:35:12.0Z",
"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/xxxx"
}
],
"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"
},
{
"date": "2013-07-25T09:35:12.0Z",
"author": "Arthur Evans",
"text": "Need reference of the right invoice"
}
]
}
}
} |