Trouble ticket Data Model
Domain
The schema is part of the Domain
Description
A trouble ticket is a record of an issue that is created, tracked, and managed by a trouble ticket management system
Data model
A JSON Schema corresponding to this data model can be found here.
The Data model is defined as shown below:
-
attachment
: File(s) attached to the trouble ticket. e.g. pictur of broken device, scaning of a bill or charge -
Optional
-
channel
: The channel that origin the trouble ticket -
Optional
-
creationDate
: The date on which the trouble ticket was created -
Optional
-
description
: Description of the trouble or issue -
Optional
-
expectedResolutionDate
: The expected resolution date determined by the trouble ticket system -
Optional
-
externalId
: Additional identifier coming from an external system -
Optional
-
href
: Hyperlink, a reference to the trouble ticket entity -
Optional
-
id
: Unique identifier of the trouble ticket -
Optional
-
lastUpdate
: The date and time that the trouble ticked was last updated -
Optional
-
name
: Name of the trouble ticket, typically a short description provided by the user that create the ticket -
Optional
-
note
: The note(s) that are associated to the ticket. -
Optional
-
priority
: The priority of the trouble ticket and how quickly the issue should be resolved. Example: Critical, High, Medium, Low. The value is set by the ticket management system considering the severity, ticket type etc... -
Optional
-
relatedEntity
: An entity that is related to the ticket such as a bill, a product, etc. The entity against which the ticket is associated. -
Optional
-
relatedParty
: The related party(ies) that are associated to the ticket. -
Optional
-
requestedResolutionDate
: The resolution date requested by the user -
Optional
-
resolutionDate
: The date and time the trouble ticket was resolved -
Optional
-
severity
: The severity of the issue. Indicate the implication of the issue on the expected functionality e.g. of a system, application, service etc.. Severity values can be for example : Critical, Major, Minor -
Optional
-
status
: The current status of the trouble ticket -
Optional
-
statusChange
: The status change history that are associated to the ticket.Populated by the server -
Optional
-
statusChangeDate
: The date and time the status changed. -
Optional
-
statusChangeReason
: The reason for changing the status -
Optional
-
troubleTicketRelationship
: A list of trouble ticket relationships (TroubleTicketRelationship [*]). Represents a relationship between trouble tickets -
Optional
-
ticketType
: represent a business type of the trouble ticket e.g. incident, complain, request -
Optional
TMForum APIs that use this schema
Taking into consideration the snapshot of 04/02/2020 04:59:16 UTC the list of TMForum Open APIs that uses this schemas is:
Coming soon