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Managed Entity and Task Resource Models

Example of the JSON representation of a ticket:

...

  • Submitted
  • Rejected
  • Acknowledged
  • In Progress
    • Held
    • Pending
  • 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

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 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"
}
]
}
}
}

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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"
}
]
}
}
}

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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"
}
]
}
}
}

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Information Required Notification

Call with customer clarifies that dispute relates to another invoice than initially understood.

...