Generic TroubleTicket business object

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.

Business object structure

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:  

Business object 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  

Supported verbs

The generic TroubleTicket business object supports the following verbs:

Examining the object

To examine a listing of the attributes of the generic TroubleTicket business object, use the System Manager.

Copyright IBM Corp. 2002, 2003