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