Example of the JSON representation of a ticket:
{ |
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.
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:
|
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. |
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:
Decision was made to accept customer complaint and withdraw disputed charges.
{ |
Call with customer clarifies that dispute relates to another invoice than initially understood.
{ |
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").
{ |
Call with customer clarifies that dispute relates to another invoice than initially understood.
{ |