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 04:22:50 UTC the list of TMForum Open APIs that uses this schemas is:
Coming soon