The generic TroubleTicket business object represents information about a system problem such as a network failure, resource outage, etc. It is different from ProblemRecord, which represents a problem reported by a customer. A TroubleTicket can be correlated with a ProblemRecord as its cause.
The generic TroubleTicket business object is a hierarchical business object. Each of its attributes is either a String or a child business object.
TroubleTicket includes the following attributes:
Name | Type | Key | Cardinality | Description |
---|---|---|---|---|
ObjectId | String | x | A string value that uniquely identifies an object | |
EventId | String | Identifier assigned to the trouble ticket at creation time | ||
RepairTime | String | Estimated time to repair the trouble | ||
Open | String | Indication of the open state of the trouble ticket | ||
AdditionalTroubleInformation | String | Further description of the reported trouble | ||
AfterHoursRepairAuthority | String | Indication of whether or not a permission has been given by the customer to repair the service outside normal business hours | ||
CancelRequestByCustomer | String | Indication of whether or not the customer has requested to cancel the problem report | ||
CloseOutReason | String | Reason for the trouble ticket closure | ||
ReceivedTime | String | Time when the trouble ticket was created | ||
RestoredTime | String | Time when the trouble was cleared | ||
CommitmentTimeRequested | String | Trouble cleared time requested by the customer | ||
InitiatingMode | String | A type of the initiator of the trouble ticket that indicates how the trouble ticket was originated; eg carrier originated, customer originated, system detected, etc | ||
LastUpdateTime | String | The time of the most recent update made to the trouble ticket | ||
IsChargedForMaintenanceService | String | Indication of whether or not the customer will be charged for repairs performed on the service | ||
Severity | String | Indication of the effect of the reported trouble | ||
Priority | String | The urgency level with which the customer requires resolution of the problem | ||
RepeatReport | String | Indication of whether or not there has been a provisioning, installation, or a trouble activity on the trouble object in the recent past | ||
DetectionTime | String | Time when the trouble was detected | ||
AccessFromTime | String | The beginning of the time frame during which the service personnel can have access to the trouble object | ||
AccessToTime | String | The end of the time frame during which the service personnel can have access to the trouble object | ||
UnavailableFromTime | String | The beginning of the time frame for which the service will be unavailable | ||
UnavailableToTime | String | The end of the time frame for which the service will be unavailable | ||
RelatedTroubleTicketList | TroubleTicketRef | n | A list of related TroubleTicket business objects | |
SuspectResourceList | SuspectResource | n | A list of SuspectResource business objects | |
EscalationList | Escalation | n | A list of Escalation business objects | |
RepairActivityList | RepairActivity | n | A list of RepairActivity business objects | |
OriginatorRef | PartyRef | 1 | An identifier that points to a specific Party object representing the originator of the trouble ticket | |
ClearancePersonRef | PartyRef | 1 | An identifier that points to a specific Party object representing the person in the customer's organization who either verified repair completion or requested to cancel the trouble | |
ResourceOwnerRef | PartyRef | 1 | An identifier that points to a specific Party object representing the resource owner | |
CustomerRef | PartyRef | 1 | An identifier that points to a specific Party object representing the customer | |
AgentRef | PartyRef | 1 | An identifier that points to a specific Party object representing the agent | |
Status | Status | 1 | The current status of the trouble resolution | |
CloseOutVerificationStatus | Status | 1 | Indication of the customer's action in response to the cleared trouble | |
AuthorizationList | Authorization | n | A list of Authorization buisness objects | |
ActivityDurationList | ActivityDuration | n | A list of ActivityDuration business objects | |
ProcessContext | ProcessContext | 1 |
The generic TroubleTicket business object supports the following verbs:
To examine a listing of the attributes of the generic TroubleTicket business object, use the System Manager.