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Managed Entity and Task Resource Models
Example of the JSON representation of a 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": "Held", "statusChangeReason": "Waiting for invoicing expert.", "statusChangeDate": "2013-07-28T08:55:12.0Z", "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" } ] } |
Product Order attributes description:
Field | Description |
id | Unique identifier of the trouble ticket |
correlationId | Additional identifier coming from an external system |
description | Description of the trouble |
severity | The severity of the trouble. It can be for example : minor, major, critical |
type | Type of trouble ticket |
creationDate | The date on which the trouble was discovered |
targetResolutionDate | Foreseen trouble resolution date |
status | The current status of the Trouble Ticket |
subStatus | The current sub status of the Trouble Ticket |
statusChangeReason | The reason of state change |
statusChangeDate | The date of state change |
resolutionDate | The date on which the service was brought back to its original condition |
relatedParty | Party playing a role within trouble ticket |
role | Role of the party |
reference | Identifier of the party |
relatedObject | Objects linked with trouble ticket |
involvement | |
reference | Identifier of the object |
note | Extra-information about the trouble ticket |
date | Date of the note |
author | Author of the note |
text | Text of the note |
Trouble Ticket States
Following the available status values for a ticket are listed. The state graphic gives an overview of the allowed status changes.
- 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
|
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
Notification Resource Models
Following the available event types for ticketing:
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 } |
UML Model:
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" } ] } } } |
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" } ] } } } |