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 |
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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.
{ |